Customer Service

Contacting the Customer Service Department


You can reach our customer service department by e-mail, telephone or regular mail. Our representatives are available to answer your phone calls during normal business hours. Please have your order confirmation number ready to assist us in serving you. 


E-Mail Address:


Phone: 877-836-6991


Mailing Address: 

Pounds Floor & Tile

8732 North Lamar Blvd.

Austin, Texas 78753

United States


Paying with Credit Card


We accept credit card payment for online orders.


Please provide the “bill to” address exactly as it appears on your credit card billing statement. During our online real time authorization process we will validate that the “Bill to” information you provided matches the information on file with your credit card issuing company. The processing of your order may be delayed if we cannot verify the “Bill to” information or the information does not match the address information on file.


Your credit card will not be charged until we provide the goods or services you ordered. 


We accept the following payment types:



American Express




The merchant name that will appear on your credit card statement is: Pounds Floor & Tile


Sales Tax


We collect sales tax in the following states. Tax for orders shipped to these states will have sales tax automatically added to the order total.


Shipments to the following states will be charged sales tax: Texas


Processing an Order






Your order of in-stock merchandise will be shipped based on the time frame associated with the method of shipment selected at the time of check out. Orders received on weekends and holidays will be processed on the next business day. If you order cannot be shipped within 30 days of the date of your order, you will be given the option to cancel your order. 


All orders are shipped from:


Pounds Floor & Tile

8732 North Lamar Blvd.

Austin, Texas 78753

United States


How to Change Your Order


We process your orders very quickly. If you find that you have made an error in your order, please notify us immediately by sending an e-mail to the Customer Service Email address listed below. If your order has not yet been processed, we may be able to correct it. However if the merchandise has already been shipped, we will be unable to modify any portion of your order. 


Order Status


Please send an email to the Customer Service Email address listed below. 


Customer Service Email:


If you still have questions about your order you may contact our customer service department at the phone number listed above.


Promotional Mailings


We will notify you of any upcoming promotions and specials that may interest you. If you do not wish to receive these notifications, please send us an email to remove you from our mailing list by emailing us at our customer service email address above. For more information about our privacy policies click on the Privacy Policy hyperlink below.


Returns and Exchanges


If you have received damaged, defective or incorrectly shipped merchandise contact our customer service department immediately. All returns should be shipped to the return center address below. No COD returns will be accepted. 


Return Policy


Yes, we have a returns policy. All returns should be sent to the following address:


Pounds Floor & Tile

8732 North Lamar Blvd.

Austin, Texas 78753

United States

Attn: Returns Department


Privacy Policy


View our Privacy Policy.