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FAQ

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Since 1986 we have been helping people transform spaces with tile. Contact us by phone, email, in store, or live chat!

PHONE:
800-773-2226

EMAIL:
Click here to send us an email, or fill the form out below

VISIT US:
Visit our San Francisco or San Jose Showrooms

CHAT WITH US:
Click the black chat box below to launch our live chat.

Thanks for dropping by. Let us know if you don't find the answers you're looking for!

Free Samples

How does it work?

We believe that you don’t know a product until you see it and touch it. Thus, we offer up to 5 samples free of charge. Why only 5? Well, our product is handmade and each sample pack costs us about $15 to make, pack, and ship. So, there is a real cost. Second, we have learned over the years that 5 is the optimal number of samples for someone to have to make a decision. If you need more than 5 samples we add $2 per sample at checkout.

Samples are sent via USPS and generally arrive in 2-4 days.

If you need samples rushed, we can send via FedEx or UPS using your FedEx or UPS shipper number.

How much does it cost?

The first 5 are free! After that it is $2 per sample. Shipping in the US is included. Shipping for Canada will cost extra at checkout.

Do I need to return samples?

Nope. They are yours to keep. Consider turning them into a fun coaster, or making some fun mosaics out of them. They also make great decorations and wall art!

What if I live outside the US?

We currently ship to Canada and charge an additional amount for the added shipping fees.  If you live outside of the US or Canada, please contact us to discuss your project and sample needs.

Do you make custom samples?

Yes, we do make custom samples for larger commercial projects. Please contact our sales team to discuss your custom needs.

Our Tile

Do you have stock in all colors and shapes?

Due to the uniqueness of each order we do not stock any of our colors or sizes. All products are made to order, and lead times are quoted at the time of purchase.

Why is it suggested that I purchase 10% over the amount required for my installation.

10% is a general rule of thumb when ordering tile. It’s meant to cover loss of material during cutting and possible job site jostling. Most often when a unique, handmade tile cut has been made, the remaining piece of tile cannot be used anywhere else, resulting in fewer tiles than expected. Placing smaller refill orders after the initial order can be costly and time consuming, and due to the inherent batch variation with Fireclay Tile, a second run could end up looking different from the original order.

How thick is your tile?

Our tile is roughly 5/16" thick.

Is your tile a porcelain tile line?

Our ceramic tile is stoneware tile, which differs from porcelain in the coarseness of the clay, the lower firing temperature and overall porosity. However, our clay bodies are very unique for stoneware, as they are vitreous (virtually non-porous) and very durable. In many cases our tile can easily take the place of porcelain.

Can I order a gloss glaze in a matte finish?

No, glaze formulas are unique to their color and finish which cannot be modified independently. However, there are some similar colors in both finishes. If this is not the case with the color you are requesting, we may be able to custom develop something similar with a different finish (note - this would qualify as a custom job and incur additional development fees).

Can I mix different colors and sizes in my project?

Our tile is not necessarily modular from one size to another. However we recommend keeping to a single clay body, as our clay bodies shrink at different rates and thus will not be modular.

Many shapes and sizes can be used together, but we recommend asking us first or ordering samples if you are working on a pattern.

Can I use a gloss-finished tile on the floor?

Higher gloss can scratch and wear faster on a floor (think stones embedded in shoes). Also, a gloss will be more slippery and could be unsafe in wet areas.  If you do choose to go with a gloss finish on your floor we recommend smaller tiles with more grout joints to increase slip resistance.

Is your tile frost proof or resistant?

Our tile is frost resistant but not frost proof. Our tile is suitable for outdoor installations in warmer climates but not colder climates.

What about tiles for pools, spas or fountains?

For tile installations in these areas please only use a glaze that is not acid sensitive. Our glazes are marked with their individual sensitivity to acidity.

Please contact us to discuss your specific project to determine if our product is a fit.

Our Glass Tile

Do you have stock in all colors and shapes?

Due to the uniqueness of each order we do not stock any of our colors or sizes. All products are made to order, and lead times are quoted at the time of purchase.

Why is it suggested that I purchase 10% over the amount required for my installation.

10% is a general rule of thumb when ordering tile. It’s meant to cover loss of material during cutting and possible job site jostling. Most often when a unique, handmade tile cut has been made, the remaining piece of tile cannot be used anywhere else, resulting in fewer tiles than expected. Placing smaller refill orders after the initial order can be costly and time consuming, and due to the inherent batch variation with Fireclay tile, a second run could end up looking different from the original order.

Where can I use glass tile?

The unique properties of Glass Tile make it a versatile surfacing material ideal for many purposes. Glass Tile may be used for interior and exterior installations on both horizontal and vertical surfaces, in residential and commercial applications. Our glass tiles can be substituted for ceramic and natural stone products in most applications.  Our environmentally friendly glass tiles can withstand normal fluctuations in temperature and humidity; in addition, glass tiles are nonporous making them resistant to chemicals and other contaminants in exterior as well as interior applications. The tiles should not be subjected to thermal shock.

Can I create my own mosaic blend?

Absolutely.  Our Crush-it! tool allows you to experiment with different patterns and colors until you find the perfect custom blend you were looking for.

What do you recommend for trim or edging with your Glass Tile?

Our Glass tile edges are rounded enough to serve as an end piece. We also recommend Schluter.

We do offer a .5x8" and 1x12" piece that also serves as a nice accent.

Is your tile frost proof or resistant?

Our glass tile is frost proof and is suitable for outdoor installations in both warm and cold climates

Our Glazed Thin Brick

Do you have stock in all colors and shapes?

Due to the uniqueness of each order we do not stock any of our colors or sizes. All products are made to order, and lead times are quoted at the time of purchase.

What types of projects is Glazed Thin Brick suitable for?

Our glazed brick is suitable for commercial, hospitality and residential settings, and can accommodate projects over 100,000 square feet.  Our glazed brick is suitable for interiors and exteriors and can be used on walls, counters, and floors.

What sizes do you offer?

Our Glazed brick is available in traditional west coast brick sizes, including corners and caps.  Our standard size is approximately 2x8. Corners and glazed edges are also available.

Why is it suggested that I purchase 10% over the amount required for my installation.

10% is a general rule of thumb when ordering tile. It’s meant to cover loss of material during cutting and possible job site jostling. Most often when a unique, handmade tile cut has been made, the remaining piece of tile cannot be used anywhere else, resulting in fewer tiles than expected. Placing smaller refill orders after the initial order can be costly and time consuming, and due to the inherent batch variation with Fireclay tile, a second run could end up looking different from the original order.

Why should I inspect my brick before installing?

Due to the handmade nature of our glazed thin brick brick, a slight variation in color and texture exists, giving each piece distinctive beauty. All material should be inspected prior to installation. We recommend pulling from all boxes during installation in order to minimize any dye lot differentials throughout your project. Do not install tile with hairline cracks or chips.

Is your glazed thin brick frost proof or resistant?

Our glazed thin brick is frost resistant but not frost proof. Our glazed thin brick is suitable for outdoor installations in warmer climates but not colder climates.

Our Handpainted Tile

Where can I use handpainted tiles?

Wall and floor applications, pools, fountains, stair risers, fireplaces, outdoor BBQ’s, hospitality and retail projects.  Please note gloss colors may be slippery for flooring applications.  Several of our glaze colors are acid sensitive, so when using handpainted tiles for a pool or fountain please consult our glaze specification sheet to identify the most appropriate colors.

Where and how are handpainted tiles made?

We make our handpainted tile in our Aromas, California factory using our clay bodies as the base.  When an order is placed, bisqued tile (clay tile that has been fired once to create a hard, durable body ) is screen-printed with the chosen handpainted patterns, using a black wax resist to prevent glazes from running.  After the pattern is screened onto the clay body, the glaze colors are then applied.  Upon completion of the painting, the tiles are fired, packed and shipped.

Watch our how we make our Handpainted Tile: Watch Now

Can I use my own design?

Yes, you absolutely can.  For this you will want to Contact Us with your design ideas so we can help you translate your design into custom screens and colors. We charge $150 for the Set-Up of this process, which allows you to obtain 2 finished samples in your specific design.

How are they priced?

We offer a tiered pricing structure for our handpainted tiles based on the detail of the pattern.  Each pattern is labeled 1 (least expensive) to 3 (most expensive) to identify its respective pricing tier.

What are the average lead times?

The average lead time is 4 weeks for most all of our ceramic tiles; the average lead time for handpainted tile orders tend to be around 4 weeks.  For larger orders however, lead times can be up to 6-8 weeks.  Please call to inquire at the time of ordering about current lead times.

How durable are the handpainted Tiles for indoor and outdoor use?

Our ceramic products are fired at a very high temperature to ensure the highest quality and durability which make sour tiles suitable for both indoor and outdoor applications.  Our tiles are frost resistant but not frost proof.  Our tiles are suitable for outdoor installations in warmer climates but not colder climates.

How do I order a sample?

Once you have designed your handpainted tile on our Color-It tool, just send us an email with your sample request and we will make it. The cost is $40 per sample, which we will apply to the total cost of your order.

Placing an Order

How do I purchase Fireclay Tile?

We have several ways for you to purchase our tile. You can order online, visit our San Francisco showroom, our San Jose showroom, or you can contact a Fireclay TIle design consultant using the link at the top left of the page.

Can I buy online?

Yes, please visit our Purchase Tool to order your tile. If you have a more unique order, such as Handpainted or Decoratives, or are in need of a Commercial large-volume quote please Contact Us to help with placing your order.

Once an order is placed can I change it?

As each order is custom made, once an order has gone into production it cannot be changed. If you do have a change in your please contact us as soon as possible to see if we can help resolve the matter quickly.

Are there any Minimum order quantities? Do you charge a Set-Up fee for small orders?

Because each order is made-to-order, there is a Set-Up process involved in every order. Thus, for smaller orders under 25 square feet (in total) we charge a $100 Set-Up fee. There is really no minimum order size.

How do you handle add-ons?

Add-ons are subject to standard lead times and a $50 Add-On fee to handle set-up charges.

I have a large commercial project. Do I get special pricing?

Yes, we do offer volume discounts for larger commercial projects. We have a trained sales team who can offer guidance and quote projects. Please contact our Commercial Team with more details and we will be glad to assist you.

Lead Times

How long will it take to get my tile?

Lead times range from 1 to 6 weeks depending on the product and size of project. Please visit the color of interest and it will highlight lead time.

Lead times do not include transit time, so please factor in additional time depending on where you are located.

Are Lead Times Guaranteed?

Lead times are estimates based on the business day after an order has been placed, however lead times are not guaranteed. As each order is custom made some things are outside of our control.  Delays may occur due to the size, and/or complexity of the order.  We will do our very best to notify you if any of the above situations occur. Once your order ships, we will email you a tracking number. While we make every effort to avoid delays in production, they do occasionally occur and are not considered grounds for cancellation.  Please call to inquire about current lead times, as it may vary depending on the order and how busy our factory is.

Custom Colors or Sizes

Do you offer custom options?

Custom color development is available for any of our products.  We also offer custom size or shape development for our clay tile.  Custom multicolor or single-color decorative development is available.  Please inquire with your specific project.  Additional color and size/shape development charges may apply. We also may simply say no depending on the complexity of the order.

Do you do historical reproductions or match historical or old tiles?

We will consider this for very large projects. But for most projects we will not be the right company to handle your residential historical reproduction need.

Payment

How do I pay for my order?

We accept all forms of payment including check or credit card (Visa, Mastercard, American Express, or Discover).

Because every product is custom made and because we have such aggressive lead times – production begins as soon as you place your order. Therefore, we are required to collect the full balance up-front or charge your credit card as soon as you place your order.

If specific payment terms are required for very large orders, generally commercial, with extended lead times, we are able to discuss those on a case-by-case basis.

Do we charge Sales Tax?

Yes, we collect applicable Sales Tax for purchases made in California. If you do not owe Sales Tax, we will need to see your Sales Tax license.

Satisfaction Guaranteed

What if I do no€™t like what I ordered?

If you receive something that you don’t like because you feel the quality isn’t up to standards, we will fix the problem immediately or let you reselect another product. If that doesn’t work for you, we will issue a full refund. If you picked something you end up not liking, or have simply changed your mind, we will let you choose something else and give you up to 50% OFF the replacement.

What if I did not order enough?

We call these “add-ons” and they are a frustrating part of any tile project. They cause delays, mean added cost, and it is the main reason we strongly encourage customers to order 10% overage.

In the situation when you do need an Add-on of course we are here to help. But please know our tile is made to order and lots do vary, so there is no guarantee it will be a perfect match. Set-up fees will apply for Add-ons.

Returns and Exchanges

Do you accept returns?

Because every product is custom made, we cannot allow straight returns. However, if you are unhappy with your selection and it has not yet been installed, we can offer you up to 50% off a different item. Our philosophy is simple – if you are not happy with the product, we will work with you until you are.

My tile has been installed but I am unhappy. Can I return it?

We are unable to offer a refund or provide a discount on a replacement order after installation.

What if I order too much? Can I return the overage?

Each order is custom made, thus we are unable to take back material after the order is completed. We recommend keeping it in a storage area in case in the future some of your tile breaks or needs to be replaced. Or you can tile another location with the tile. Consider a DIY piece of wall art. Also check in with your local Habitat for Humanity to see if they might accept the donation.

Warranty

Do you offer a warranty?

We do not offer a warranty on our products.  In the 27 years since we have been making tile we can count on one hand how many issues we have had with our product due to performance. Usually issues arise from lack of proper installation or not following use directions. We will help every step along the way to ensure you have a great experience.

If you are unhappy with any part of your order please let us know. We want you to think of your tile as the absolute best part of your project!

Shipping

How is shipping handled?

Orders are shipped by either package service (FedEx) or freight depending on weight.  Shipping is Free on all orders in the Continental U.S. except for Commercial orders where a volume discount may be applied. For Alaska, Hawaii, International or Commercial orders we can provide a freight quote at the time of shipment.

Where is your tile shipped from?

Our materials are shipped from our Aromas, CA (95004) location.

Is there a handling fee?

We do not charge Handling fees on orders, except in the case of Commercial orders where a volume discount is applied in which case we charge a $12 pallet or per crate fee if your order requires a pallet or crate.  

For rush shipping, we charge 30% of merchandise total to standard fees.

Can I split my shipments?

Because we process so many shipments a month and each order is made to order, we are unable to split shipments.

Are there extra fees for international shipments?

Orders shipped to countries outside of the United States are subject to pay all import taxes, customs, duties and fees levied by my destination country.

International Orders

Do you ship internationally?

We have successfully made tile for projects all over the world including the UK, China, Australia, and beyond. We are happy to provide a shipping quote for international orders. Please contact our sales team to discuss your project.

Track Your Order

How do I track my order?

You will soon be able to track your order online. For the time being, please Contact Us and we will follow-up right away with a status update.

Installation

How should I install my Fireclay Tile?

For installation guidelines for your Ceramic or Handpainted Tile, please click here.

For installation guidelines for your Glass Tile, please click here.

For installation guidelines for your Glazed Thin Brick, please click here.

Why should I inspect my tile before installation?

Due to the handmade nature of our tiles, a slight variation in color and texture exists, giving each piece distinctive beauty. All material should be inspected prior to installation.

We recommend pulling from all boxes during installation in order to minimize any dye lot differentials throughout your project. Do not install tile with hairline cracks or chips.

Do I need to seal my tile?

This is a great question and we highly recommend talking with your installer, as generally where your tile is being installed (i.e. wet vs dry environment) has a large impact.

Our recycled clay body colors do not need to be sealed in any environment. We only suggest sealing for non-acid-resistant tile in an area such as a bathroom or pool to prevent a patina from forming on the tile.

Our white clay body colors are pre-sealed at the factory with a penetrating sealer. This protects them during installation and grouting. We recommend that a coat of penetrating sealer is wiped on these tiles after grouting and drying. We recommend sealing 1x per year thereafter. We suggest sealing for non-acid-resistant tile in an area such as a bathroom or pool to prevent a patina from forming on the tile.

It is always a good idea to seal your grout however, to ward off staining and discoloration from harsh cleaners and hard-water.

There is generally no benefit to sealing our glass tile. We only suggest sealing for non-acid-resistant tile in an area such as a bathroom or pool to prevent a patina from forming on the tile. It is always a good idea to seal your grout however, to ward off staining and discoloration from harsh cleaners and hard-water.

What do you recommend using to cut Fireclay Tile?

Use a diamond blade wet saw. Make sure that the cutting blade is in good condition. A finer blade will make a finer cut.

For Glass Tile, rough edges may be smoothed with a sanding stone.

Remember to always use safety goggles and gloves.

Product Care

How do I maintain my Fireclay Tile?

For maintenance guidelines for your Ceramic or Handpainted Tile, please click here.

For maintenance guidelines for your Glass Tile, please click here.

For maintenance guidelines for your Glazed Thin Brick, please click here.

Choosing Grout

What type of grout should I use?

For installation guidelines for your Ceramic or Handpainted Tile, please click here.

For installation guidelines for your Glass Tile, please click here.

For installation guidelines for your Glazed Thin Brick, please click here.

Specification Sheets

Tile Specifications

To view our Tile Spec Sheet click here.

Glass Specifications

To view our Glass Spec Sheet click here.

Brick Specifications

To view our Brick Spec Sheet click here.

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