FREQUENTLY
ASKED
QUESTIONS

GENERAL INFORMATION

Where are you located?

HD Factory has three showroom locations.

HD Factory - Cole Bay*

65 Union Road, Cole Bay

Sint Maarten

*Main Showroom and Warehouse.

HD Factory - Grand Case

4 Rue Gardabelle, Grand Case

Saint Martin

La Carotheque by HD Factory - Gustavia

55 Rue Victor Schoelcher, La Pointe

Saint Barthelemy

For more contact info per location, please

visit our Contact Page.

Do you have stock on all the products?

We carry a broad selection of tiles and bathroom items in stock. However, availability may vary per product.

Clients that are in need of extra large quantities, are advised to order ahead of time.

*Due to current worldwide shipping delays, we recommend ordering three (3) months ahead of time for larger projects.

Do you have specials or sale?

Besides our yearly Sales, we offer our clients monthly Specials and Deals on our products.

The Tiles of the Month are perfect for when you need large quantities for an extra low price. We share it every month in the Newsletter and on the website.

The Clearance/End of Stocks are ideal for small to medium projects: small quantities for a very small price, always 50% off.

Sign up for our Newsletter to stay updated on all of our Specials, News and Offers.

What are your opening hours?

Our opening hours vary per location and may be subject to change due to Public Holidays and/or Government Regulations.

To see our operating hours per location, please visit our Contact Page.

Do you offer tile samples?

We offer samples of regular tiles currently in stock. Samples of Special Order items and special sizes can be ordered for a small fee.

Samples of mosaic, natural stone and XL format tiles can be sold as sample per one (1) piece. 

Samples of XXL format tiles, and special pool tiles can be purchased individually if the stock is available. 

Do you offer a Loyalty Program?

Join our loyalty program, HD PROSelect: Members receive low prices on high-quality, industry standard tiles, installation materials and tools. PROSelect members also receive other benefits and exclusive monthly offers via the Newsletter. 

Get to know more about the HD PROselect loyalty program here.

Which payment methods do you accept?

We accept the following payment methods:

• Cash

• Debit Card

• Credit Card (exc. American Express)

• Wire Transfer

What products do you sell?

We offer a wide variety in porcelain flooring and surface cladding options, in innovative designs and formats.

Besides tiles, mosaics, and natural stones, we also offer maintenance & surface care solutions, tile installation products, and tools. 

Our bathroom department has been extended with a large variety of bathroom furniture, accessories, hard ware, shower enclosures and much more.

Browse our products online or stop by our showroom to see what what we've got in store for you!

Do you offer online updates & news?

Subscribe to our Newsletter to stay updated on New Arrivals, Sales, Monthly offers and more.

We send out one (1) newsletter via email per month with new products, offers and online brochures.

You can sign up on our website. 

Sign up here for our Newsletter.

DELIVERY & SHIPMENT

What are your delivery options?

HD Factory offers delivery services for on Sint Maarten and Saint Martin.

Depending on the size and/or product, we can arrange the delivery of your products for the next day.

The merchandise and delivery fee must be paid prior to delivery.

Someone responsible must be at the location upon delivery and sign off. 

Merchandise will be delivered as close as deemed possible, on ground level only.

Pallets will neither be unpacked, nor transported to places of installation. 

How long can I store my purchased goods?

We will gladly store your goods for free after purchase or reception of Special Orders up to 30 days. Additional time will be charged at a minimum daily rate of $5 a pallet.

Sale, discounted and clearance items are excluded from the 30 days free storage. 

How long will shipping take?

Shipping to neighboring islands typically takes any time between 2-7 days due to the various  shipping schedules and drop-off times. 

Merchandise can be prepped and delivered to the shipping company the next day. 

Please note that shipping times may be subject to delays due to Public Holidays and/or Government Regulations.

What are your shipping options?

We offer shipping to our neighboring islands, according to the shipping company schedule.

 

Shipping days may vary due to local and neighboring islands Public Holidays.

We ship to the following islands;

• Saba

• Statia 

• St. Kitts/Nevis

• St. Barthelemy

• Anguilla

HD Factory is not responsible for any fees and/or taxes imposed during or after shipping. 

Collection of merchandise

HD Factory issues an Original and a Copy invoice with every purchase. 

Without the Original and Copy invoice you can not pick up the merchandise.

If someone on your behalf is picking up your merchandise, you must provide them with the documents. HD Factory cannot issue another copy of the documents.

What happens with damages during shipping?

If you receive any damaged goods, please refer to the shipment carrier to file a claim. HD Factory cannot be held liable for any breakages and/or lost products during shipping. 

 

Always check your merchandise upon arrival. 

If there's breakage or any damages, we recommend filing a claim within 24 hours of arrival, with valid proof such as photo's, shipping/delivery slips, sample of damaged goods, etc.

What are your delivery charges?

Delivery fees vary per product, order size and method of transport. Please advise one our Sales Representatives concerning your delivery size and available method of transport. 

Please note that we deliver the merchandise as close as deemed possible, on ground level only. Pallets will neither be unpacked, nor transported to places of installation.

Delivery fees are nonrefundable. 

What are your loading procedures?

HD Factory will load your merchandise into your vehicle following standard safety loading procedures. If your vehicle is deemed unsafe by by the warehouse (or the vehicle type does not allow the type/amount of merchandise to be safely transported) the warehouse reserves the right to refuse to load the merchandise. 

Collection of merchandise may vary per location. Make sure to notify your Sales Representative in advance regarding the collection and transportation of your merchandise. 

Will all my products arrive at the same time?

Your order will be shipped only in full. If your order contains any (delayed) Special Orders and/or back orders, your Sales Representative will contact you timely to arrange the next step.

Extra Large orders to neighboring islands may be shipped in two (2) separate shipments, depending on which shipping company it is transported by.

RETURNS & EXCHANGES

What is your return policy on tiles?

If you are dissatisfied with your porcelain/ceramic tiles for any reason, please make sure to return the product, within fourteen (14) days of purchase, with the Original receipt of purchase. We only accept returns/exchanges of full boxes, in stock, unless it was sold as a sample (1x piece only).

HD Factory reserves the right to refuse a return if the product deemed unacceptable upon inspection.

All returns are subject to a 20% restocking fee.

Once the product is installed, the product is not eligible for returns/exchanges

Returns/exchanges can only be processed at the shop location of purchase.

What is your return policy for the neighboring islands?

Our return/exchange policy may be subject to change per island, due to shipping methods and external fees and/or taxes.

 

Please contact your Sales Representative concerning your off-island returns/exchanges.

What is your warranty?

HD Factory processes all warranty claims according the original suppliers warranty guidelines.

 

 

Your Sales Representative/Supplier may ask for valid proof such as photos, videos, invoices and/or shipping slips.

 

What is your return policy on bathroom furniture?

We accept returns on bathroom furniture, if returned within fourteen (14) days, in original box and condition, with the Original receipt of purchase.

Bathroom furniture sets missing any mounting accessories, installation parts are not eligible for returns/exchanges.

HD Factory is not responsible for incorrect installation of bathroom furniture and/or any damages that may arise from such event.

Clients must follow all manufacturers instruction regarding the use and installation of the bathroom furniture items.

What is your return policy on discounted products?

We do not accept any returns/exchanges on discounted items such as;

• End of Stock - tiles

• Tiles of the Month 

• Clearance Sale items

• Sold As Is - items

• Expo/showroom models (last pieces)

• Discounted/ promotional items during any Sale

What do I do if the product gets damaged during installation?

HD Factory can not be held liable for;

 

• Incorrect usage and wrongly installed products 

• Damages and/or crazing after installation

• Damages caused by not following the suppliers     guidelines

We recommend reading all manufacturers installation guidelines before installing.

 

What is your return policy on bathroom accessories and sanitary ware?

You have fourteen (14) days to return any sanitary ware, in its original packaging, sealed, unused. 

Installed/used sanitary ware items and bathroom accessories are not eligible for any returns/exchanges. HD Factory is not responsible for incorrect installation of goods and/or plumbing errors. Please make sure to verify the correct dimensions and plumbing fittings in advance. 

HD Factory reserves the right to hold the merchandise for further inspection, if necessary. 

 

 

What happens if I cancel my order?

Cancellations on items in stock are subject to standard Return & Exchange Policy. 

 

Special Order and Custom Items cannot be returned, exchanged and/or cancelled due to the nature of the product.

If an order is eligible for cancellation, freight and restocking fees still apply.

Can I get a refund?

If your request does comply with our Return Policy and we will process the refund in the same payment method as purchased originally.

Please note that refunds processed by wire transfer may take any time between 3-9 working days, depending on the bank.