Frequently asked questions

Shipping

How is tile shipped?

Orders under 150 lb ship by parcel (UPS or FedEx), usually in several cartons. Orders over 150 lb ship by LTL freight on a pallet: curbside delivery with a liftgate, by appointment. The carrier calls you to schedule.

How much is shipping?

Shipping is calculated at checkout from the weight of your order and your ZIP code. We do not offer free shipping on tile.

Do you ship to Alaska, Hawaii or Puerto Rico?

Not at launch. Contact us for a quote.

Delivery

What do I do when the freight arrives?

Inspect the pallet before you sign. Note any damage on the delivery receipt; claims not noted at delivery are usually refused by the carrier. Take photos and email us within 48 hours.

Some pieces arrived broken. Is that normal?

A few broken pieces are normal and are covered by the extra you order for cuts. If more than that is broken, send photos and we replace it.

Ordering

How do I know how much to order?

Enter your square footage in the calculator on the product page. It adds the extra for cuts and rounds up to whole boxes, sheets or pieces.

Why is the price shown per square foot?

So you can compare tiles fairly. You buy whole boxes, pieces or sheets; the product page shows both the price per square foot and the price per box.

Is there a minimum order?

Yes. Most tiles have a minimum of 5 boxes, sheets or pieces, or about 300 lb. Each product page shows its exact minimum.

Should I order extra?

Yes. Order everything you need at once and keep a spare box. Natural stone and handmade tile vary in shade between batches; blend boxes while you install.

Samples

Can I order samples?

Yes, $4.99 each plus shipping. We credit the sample cost when you place a tile order over $300.

Returns

Can I return tile?

Unopened boxes can be returned within 30 days; you pay return freight and a 25% restocking fee. Opened boxes and samples cannot be returned. Damage noted at delivery is replaced free.

Products

Which tile can go on a shower floor?

Floor-rated tile with a wet DCOF of 0.42 or higher (ANSI A326.3), usually mosaics or small formats that follow the slope to the drain. Each product page shows where the tile can go.

Does natural stone need sealing?

Yes. Marble, travertine, limestone, slate, granite and quartzite need a penetrating sealer at installation and periodically after. Porcelain and ceramic tile do not.

Company

Do you have a showroom?

No. We are an online store and ship directly from our distribution partners' warehouses. Order samples to see the tile in your own light.

Legal

Why is there a California Prop 65 warning?

Cutting ceramic, porcelain and stone tile can release crystalline silica dust. California requires the warning; cut tile wet and wear a mask.