Frequently Asked Questions

We are an online-only (e-commerce) company, and we do not currently maintain a physical showroom or network of authorized suppliers. We sell directly to customers through our website, allowing us to offer a wide range of products at competitive prices.

 

• We encourage ordering samples to get a feel for our tiles’ color, texture, and quality in your own space before placing a full order.
• Local Pickup: Depending on your order and location, we may offer local warehouse pickup by appointment. Please contact us at [email protected] for more details.

To order samples:

1. Navigate to any product page on our website.
2. Select “Request a Sample,” and adjust the quantity in your cart.
3. Proceed to checkout as you would with any online order.

 

We recommend limiting sample orders to a reasonable number (e.g., up to 10 pieces total) to help you visualize the tiles in your space without excessive shipping costs.

• Why Samples? Seeing tiles in person is the best way to evaluate color, finish, and how they look in your actual lighting conditions.
• Shipping Time: Sample orders typically ship within a few business days. Transit times vary depending on your location.

All customers are responsible for calculating the total tile needed for their project. We strongly recommend ordering 15–20% more than the measured square footage. This overage accounts for cuts, breakage, and future repairs.

 

• If you have a design that requires a precise look, consider adding a bit more overage (closer to 20%) to ensure you can discard any pieces that fall outside of your desired color or texture range.
• Always consult your professional installer to confirm measurements and overage needs.

Your full order will ship together once all tiles are in stock at our warehouse. Orders containing multiple lead times wait until every item is ready to ship together.

 

• In-Stock Tiles generally ship within 2 business days of order placement.
• Tiles “In Transit” to our warehouse will ship once they arrive and are processed for your order. Lead times may vary, so placing orders early helps secure your desired quantity.
• Special/Custom Orders have estimated production timelines that can range from a few weeks to a few months, depending on the tile type and origin.

 

Please note that any estimated arrival dates are subject to change due to international logistics, customs inspections, or other delays beyond our control.

• Shipping Method: Most orders within the continental U.S. and Canada are shipped via LTL (Less Than Truckload) carriers, which provide curbside delivery only.
• Coordination: The LTL carrier will contact you directly to schedule a delivery date and time. Make sure to provide a reliable contact number at checkout.
• Curbside Delivery: The carrier will unload your pallet(s) at the curb. You’re responsible for moving the boxes (each weighing 35–55 lbs) from the curb to your desired location. We recommend arranging help.
• Damages & Claims: Inspect all items immediately upon delivery. Note any damages or missing items on the Bill of Lading (BOL) and take photos. Contact us within 48 hours at [email protected] so we can assist with filing a claim or sending replacements.
• Missed Deliveries: If the carrier can’t reach you within 24 hours after the shipment arrives at their local terminal, they may charge daily storage fees. These fees are the customer’s responsibility.

Depending on your location and the availability of your specific tiles, we may offer free pickup at one of our warehouses by appointment.

 

• Transfer Time: Some tiles ship from multiple warehouses around the country, so we may need 1–3 additional weeks to transfer all items to your chosen pickup location.
• No Sample Pickup: Pickup is generally only offered for full orders; sample orders typically ship via parcel services.
• Scheduling: After you’ve placed your order, our team will notify you when the tile is ready for pickup and coordinate a pickup appointment.

 

If you have any questions or need to meet a tight project deadline, please reach out to us at [email protected] for shipping alternatives or to discuss lead times.

All sales are final once payment is received. We do not accept returns or exchanges after your order is confirmed. This is because we allocate inventory to your order immediately and cannot guarantee product quality once tiles have left our control.

 

• Custom / Special Orders: Non-cancellable and non-refundable, as these are made to order.
• For more details, see our Terms of Sale.

Our Terms of Sale outline everything you need to know about ordering, payment, shipping, damages, liability, and more. Key points include:

• All Sales Final: We do not offer refunds or exchanges.
• Payment: 100% payment is due at checkout.
• Shipping: We ship curbside via LTL carriers and strongly recommend immediate inspection upon delivery.
• Lead Times: Subject to availability and international logistics.
• Legal: Please review these terms thoroughly before placing an order.

While we’re always happy to answer your questions by phone, we are unable to accept payment by phone. The most secure and efficient way to place an order is through our website. If you encounter any issues during online checkout, contact us at [email protected], and we’ll help find a solution.

Certain tile types have unique characteristics, including natural color variation, slight size differences, minor cracks, and chipped edges. These features are intrinsic to the authenticity and aesthetic of handcrafted tiles.

• Choose an Experienced Installer: It’s critical to work with a professional who has experience with these specialized tile types.
• Expect Imperfections: These variations are part of the charm of some tile, not defects. After grout, these variations blend into a unique, artisanal look.

We currently do not carry separate trim or finishing pieces.

• Common Solutions: Many customers choose to run the tile floor-to-ceiling or wall-to-wall to avoid exposed edges. If an exposed edge is part of your design, installers often miter the tile edges on-site for a cleaner finish.
• Schluter Strips: Another popular option is using Schluter strips or similar metal edging, which come in multiple depths and finishes.

If you’d like to ship outside the continental U.S. or Canada, please contact us at [email protected] for a custom freight quote.

 

• Duties & Taxes: Our shipping cost estimate does not include import duties, taxes, or customs clearance fees. You will need to arrange your own customs broker and cover these additional charges.
• Broker Info: We require your broker’s name, email, and phone number before shipment. If you don’t have a broker, we can offer suggestions.