FAQ
Samples are free. Customers need only pay a nominal shipping fee!
Members of our Design Trade Program also get free samples but pay a $0 shipping fee.
Homeowners and other non-trade customers pay a nominal shipping fee for free samples.
The shipping fee, however, can be credited back to you on a future purchase upon request when you place a full order* with us!
*The shipping fee cannot be credited back to other sample orders, only full orders.
Calculating the correct quantity of tile to order is normally the responsibility of your tile installer. We do provide resources to assist your installer in these calculations. Your order should account for overage needed to ensure that your contractor will have sufficient materials on the job site when the work begins. Tile remaining at the end of a project will become “attic stock” useful for future repairs or add-on projects.
Individuals involved in the tile trade such as designers, architects, etc... should sign up for a design trade account to access the full benefits we provide such as free sample shipping, full experience books, and trade-discounted pricing.
Trade accounts are free and have no monthly or hidden fees.
Thank you for signing up for a trade account! Once we've reviewed and validated your information, your account will be updated.
Normal options for shipping your tile order include FedEx Ground and Express package delivery and FedEx Freight. As a courtesy to our clients, we always default to the least expensive shipping method based on the quantity of material that has been ordered. We can upgrade the transit time for customers when time is of the essence.
Lead times vary based on products that are ordered, however, a shipping confirmation is sent via email with your tracking number once the order is ready to go. We also have a dedicated Client Service department available to respond to any inquiry about your delivery.
We take pride in packaging our products carefully to prevent damage during transit. Should you find that your package contains broken tiles due to improper shipper handling, contact us immediately so we can assist you in filing a claim. Remember to save all boxes and packaging materials, as they may need to be inspected by the shipping company. For all deliveries, bring any signs of external damage to the truck driver’s attention, photograph cartons on the spot, and then contact us so we can assist you further.