FAQ
Frequently Asked Questions
Don't see your question? Get in touch or give us a call at 1-800-773-2226
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Don't see your question? Get in touch or give us a call at 1-800-773-2226
Any of the following would be beneficial to bring to the initial conversation with a Design Consultant: Floor plans or images of their space, inspiration images, favorite glaze colors and shapes, any other finishes they are excited about or plan to use (wallpaper, vanity, paint colors, etc.), timeline and budget details if any apply, and specific measurements along with hardware finishes, and any specific fixtures or lighting that they are working with.
Our Design Packages focus on visualizing your tile selections within your space. We’ll create photorealistic renderings that incorporate your chosen cabinets, countertops, lighting, and other design elements to help you see how our tile complements your overall vision. We do not provide design services for those other elements.
The initial design concepts are typically ready for review within 2 – 3 weeks after our first consultation, depending on the complexity of your project.
Absolutely! You can customize tile selections, cabinets, countertops, lighting, hardware, and other fixtures to suit your style and needs.
Your team includes a Design Consultant who leads the project, a Rendering Artist who creates your 3D visualizations, and a Project Manager who ensures the project stays on schedule.
Samples are shipped directly to your address so you can see and feel the quality and color accuracy of our tiles.
Inform your Design Consultant during the initial consultation so we can prioritize your project and explore expedited options for design and delivery.
During the consultation, your Design Consultant will discuss your vision, review your materials, and refine the design plan. It’s an interactive session to ensure all your needs are met.
Once your initial package purchase is complete, you will receive a link to schedule your consultation at a time that suits you.
We can only speak to the rendering quality, texture, and finish of Fireclay Tile products. Although we’ll try our best to match your specifications, all other product offerings included in the renderings are subject to interpretation. Please see our Design Packages pages for examples.
Feedback can be given during your virtual consultations, through email, or by contacting your Project Manager directly.
3 design options in 3D renderings along with one round of revisions is included in your purchase. Additional revisions and/or options can be purchased as needed. Please inquire about the costs for additional revisions with your design consultant.
Yes, visit our Design Packages Page or contact our customer support to view a gallery of completed projects.
Installation support includes detailed guidelines and technical support from our team to ensure your contractors can accurately install the tiles according to the design specifications.
Due to the customized nature of the design services, refunds are not typically offered. However, we strive for your complete satisfaction and will work with you to resolve any issues.
Yes, various sizes and shapes can be used together in installations, as seen with great examples on our Mosaics page. However, please note that tiles between the two ceramic lines — Original Ceramic Tile, and Natural Press Ceramic Tile, cannot be blended in one surface area installation due to different manufacturing processes. For more information on how to blend tile, please contact us through our Design Assistance form.
Ceramic tile is known for its durability, water resistance, ease of maintenance, and wide range of design options. It’s suitable for various applications, including showers, backsplashes, walls, fireplaces, and exteriors including pools.
The popularity of ceramic tile colors can vary by region and design trends. Classic neutrals like white and beige are often popular due to their timeless appeal. Explore all colors, and filter by colors on our Natural press colors page.
Ceramic tile is a durable choice for high-traffic areas. It’s resistant to wear and can withstand heavy foot traffic. However, for flooring applications, we only recommend Natural Press for residential settings. For light commercial flooring applications, check out Original Ceramic.
Yes, ceramic tile is an excellent choice for wet areas. Its water resistance makes it ideal for bathroom floors, shower walls, and indoor or outdoor pools.
Ceramic tile is easy to clean with regular sweeping and damp mopping. Use a pH-balanced cleaner to maintain its appearance. Avoid harsh chemicals that can damage the glaze.
Yes! Natural Press ceramic tiles are designed for outdoor use, including pool applications, patios, fireplace facades, and fountains.
DIY installation is possible, but it’s essential to have the right tools and follow proper installation techniques. When in doubt, hiring a professional installer is recommended.
Grout is crucial for ceramic tile installations. It must be properly mixed, applied, and sealed to prevent moisture infiltration and maintain the integrity of the installation.
In some cases, ceramic tile can be installed over existing flooring, but it depends on the condition of the existing surface and the type of tile. Consult with a professional for guidance on your specific project.
Can’t find the perfect tile near you? In stock tile purchased through our website is available to the 48 continental US states. For Hawaii, Alaska, or international Quick Ship orders, please contact our sales team at hello@fireclaytile.com or (800) 773‑2226.
Quick Ship Tile is the same tile that has delighted our Made-to-Order customers for decades. The only difference is lead time. Quick ship products are shipped in 5 days or less from our factories. Made-to-Order Tile lead times are determined during check-out.
Our assortment of Quick Ship tiles changes frequently but we will always offer a variety of best selling ceramic tile, brick tile, glass tile and handpainted tile including field sizes, specialty shapes and sheeted mosaic tiles.
Yes, we offer two in-stock Tile trim options in our Quick Ship Foundations Collection. All other trim is made to order with standard lead times. If you need a quicker trim option for a non-Foundations Quick Ship Tile, Schluter makes a wide array of metal edge trim.
From the time of purchase it can take 5 days or less to ship your tile from our factories. This includes time for packaging and processing to ensure safe and accurate delivery. Delivery times vary depending on your region with west coast addresses typically having the shortest shipping window. Delivery times are determined during check-out.
Unlike our Made-to-Order products, we do accept Quick Ship returns for a refund, excluding shipping costs.
Mosaic tile is a small-format tile that has been used in decorative tile installations for centuries. Our mosaic tiles are conveniently face-taped in approximately 1 square foot sheets to simplify installation. Tile mosaics can be a single color or an elaborate multi-colored pattern or graphic.
Our made to order mosaic tiles are ceramic and offered under our Original Ceramic and Natural Press Ceramic tile lines in multiple sizes. We also offer mosaic sizes under our Glass Tile line.
We offer ceramic mosaic tiles in 1×1, 2×2, 1×4, 1×6, 2×4, 3×3, 2” Hexagon, 3” Hexagon, 3” Triangle, and Small Diamond sizes.
We offer glass mosaic tiles in 1×1, 2×2, 1×4, 1×6, 2×4, and 3×3.
Our standard mosaic template has a 3⁄16″ grout spacing.
*Essentials 3×3 Tile uses a ⅛” grout spacing.
Mosaic tiles are no harder to clean than larger tiles. Where more work may be required is the upkeep of the grout due to the fact that smaller tiles will feature more grout lines per square foot. To avoid grout staining and any discoloration that might occur from harsh cleaners and water, we recommend sealing your grout annually, beginning at installation.
Thanks to modern sheeting techniques, mosaic tiles are much easier to install than in the past. In fact, since mosaic sheets are approximately 1 square foot each, mosaics can be much easier to install than loose field tile.
See our Tile Mosaic Installation Guide for more information.
Most of our mosaic tiles are sheeted using plastic face tape, which allows for easy installation and better adhesion to thin-set material.
See an example here: Sheeting Fireclay Cardamom 2x4s
Yes! Mosaic tiles are an attractive and functional choice for floors. Not only do they allow you to feature intricate patterns on a floor, they also increase the grip underfoot due to the higher ratio of grout to tile per square foot compared to larger format tiles.
*Mosaic tile from our Essentials collection is not recommended for floor use.
Yes! All of our matte ceramic glazes are available in mosaic sizes and feature a DCOF rating above .42.
All mosaic tile orders are measured by the square feet. Sheeting templates measure approximately 1 square foot and vary depending on the specific tile size and pattern factoring in a 3⁄16″ grout spacing. Please see the Mosaic Sheeting Size Guide for exact dimensions.
Factory Sale items are products that may have been overproduced, don’t match the intended color, don’t meet first quality or have been discontinued. Details will be provided in the product description. All Fireclay’s Factory Sale items meet the highest performance standards. Please see below for additional Terms and Conditions:
Factory Sale items are all final sale. If transit damage should occur, your order will be subject to a refund. Factory Sale cannot be replaced at the same discounted price. New orders will be subject to standard lead times and pricing.
No. Factory Sale items are first come, first served, and only available while supplies last.
Because Factory Sale items are already produced, we are unable to offer color-matched add-ons or trim. In order to fulfill the needs of your project, it is recommended to purchase 20% overage due to the limited nature of our stock.
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.
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.
Please note, due to the nature of hand applied glazes we cannot guarantee that glaze colors will match across our field and Handpainted tiles.
Watch our how we make our Handpainted Tile: Watch Now
Yes, you absolutely can. There are additional development charges and set-up fees applied to custom orders.
Our Custom Handpainted Pattern Fee starts at $250. This includes a custom screen development plus up to 2 pieces of your handpainted tiles. If you desire a custom color as part of your handpainted pattern, custom color development fees apply for each color you choose. Please note that we cannot guarantee an exact color match, but we will do our very best to interpret your custom color. We cannot offer refunds post purchase and screen making or color development.
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.
Please call to inquire at the time of ordering about current lead times, as they are very project specific.
Our ceramic products are fired at a very high temperature to ensure the highest quality and durability which make our 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.
To order a Handpainted sample, simply go to the pattern’s product page. As you scroll down, you’ll find a “Get a Sample” button that will add a sample to your cart in the color motif of your choice. The cost of each sample piece is determined by its pattern. A $5 flat shipping fee will be applied to your sample order. Ships in 5 – 10 days.
You can customize any of our Handpainted Tile designs with the colors of your choice for an additional $3 apiece and a 25-piece minimum or a small batch fee of $100. Please talk to one of our design consultants to help you customize your Handpainted tile.
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.
Our Glazed Thin Brick is suitable for commercial, hospitality and residential settings, and can accommodate projects over 100,000 square feet. It can be used for both interiors and exteriors and applied to walls, counters, and floors.
Our Glazed Thin Brick is available in traditional west coast brick sizes. Our standard size is approximately 2 x 8. Corners and glazed edges are also available.
15% 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 our tile, a second run could end up looking different from the original order.
Due to the handmade nature of our Glazed Thin 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.
Yes, our Glazed Thin Brick is suitable for outdoor installations in all climates.
Due to the significant extra weight of brick, all Glazed Thin Brick orders will incur a $100 Pallet Charge.
Due to the uniqueness of each order we do not stock any of our colors or sizes, other than the tile that is found in our Quick Ship Collection that can be found here. All other products are made to order, and lead times are quoted at the time of purchase.
Ordering an extra 15% 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.
Our tile is roughly 5⁄16″ thick.
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 and very durable. In many cases our tile can easily take the place of porcelain.
No, our 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). Sign up for our free Design Assistance and a tile expert can walk you through this process!
Our tile is not necessarily modular from one size to another. Many shapes and sizes can be used together, but we recommend asking us first or ordering samples if you are working on a pattern.
*Please note our Original Ceramic and Natural Press Tiles cannot be combined within one installation due to different manufacturing processes.
Our matte finish tile options are the best option for floors as all matte glazes are slip-resistant. Explore matte options on our shop colors page. With a DCOF value above .42, all of our Original Ceramic Tiles with matte glazes are rated for wet areas where slip resistance may be required.
Glazes with abrasive grit are available for certain flooring projects. Consult our design assistance page to fill out a form and get in touch with a Tile expert for information on this.
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.
Our tile is frost resistant but not frost proof. Our tile is suitable for outdoor installations in warmer climates but not colder climates. You can filter by application and shop our exteriors safe tile on our tile colors page
Our glazes are marked with their individual sensitivity to acidity. You can filter by application and shop our Pool safe tile on our tile colors page
Please contact us to discuss your specific project and determine if our product is suitable to your application.
Certain tiles may craze over time, meaning small surface cracks may develop over the course of your tile’s lifetime. Crazing is part of the inherent beauty of our tiles. We rate our glazes based on their level of crazing. Our scale goes from low to heavy, low being a slight crackle finish, heavy being the most crackled.
Due to the handcrafted nature of our Original Ceramic tile, variations in color, texture, crazing, and finish will occur in different degrees depending on the specific glaze. Individual color variation is graded V1 (least) to V4 (most). See our Color Guide for a full list of glazes, variations, and finishes. Finishes are not interchangeable.
Yes, Fireclay Tile is compatible with radiant/in-floor heating. All our floor tiles work well with electric radiant heat systems due to the excellent conductivity of ceramic. For added protection against in-plane movement, consider using a system with a built-in uncoupling membrane. Hydronic radiant heat systems, which use warm water-filled plastic tubes, are also compatible with our tiles.
Always check with the radiant heat manufacturer for compatibility. For more details, please discuss with your Fireclay Tile representative.
Enjoy 5 free, handcrafted color samples from any of our product lines (excluding Handpainted Samples – cost determined per pattern) when you talk to one of our expert Design Consultants – book an appointment here. Need more than 5? Each additional color sample is just $3/ea. We’ll ship your samples anywhere in the continental U.S. for $15 flat, no matter the size of your sample order. Are you a trade member? Join our Trade Program for free samples anytime.
Your first 5 color samples are on us when you speak with a Design Consultant (book an appointment here), and additional samples are $3/ea.
Shipping within the continental U.S. is a flat $15, and $20 for 5 samples to Alaska, Hawaii, or Canada.
The samples are yours to keep. Consider turning them into a coaster or a fun mosaic. They also make great decorations and wall art!
We are happy to send you samples! Shipping to Alaska, Hawaii, or Canada will be $20 for a set of 5 samples. If you live outside of the U.S. or Canada, please inquire with one of our Design Consultants and they can provide you with a shipping quote.
Yes, we do make custom samples. Chat, call, or email us at any time (contact info above) to discuss your custom needs. Our Design Consultants will be able to give you more details about our custom sample and ordering process. Custom fees will apply.
To track your order, go to our Order Status page and simply enter your order number or FC to track the status of your order.
We have successfully made tile for projects all over the world including the UK, Canada, China, Australia, and beyond. We are happy to provide a shipping quote for international orders. Please contact our sales team to discuss your project.
Yes. the pricing on the website is retail pricing, please reach out for pricing on commercial projects
Yes, we suggest Border Buddy for Canada.
Yes.
Yes, your commercial rep can be found here.
No we sell direct, but you have a dedicated sales rep for your area which you can find here.
Orders are shipped by either package service (UPS) or a freight carrier depending on weight and product type. Shipping estimates will be quoted at the time of order and may be modified if the actual shipping cost varies upon the final shipment. Orders over 50 square feet will be delivered via curbside delivery.
If you have a very large order, you may want to request liftgate service to help get the tile from the truck height to the ground. To save you the extra expense, we recommend asking friends and/or your tile contractor to be on-site for additional assistance. If you request a liftgate after your order has already been placed, the liftgate fee is likely to be higher and we will need to charge you the additional fee.
To ensure successful delivery, we require onsite contact information for ANY delivery we make. Whether we deliver to a residence, business, or construction site, we will require your designated onsite contact to pick up the order. This is why onsite contact information is imperative upon order confirmation. The shipping company will contact you within a day before transit to confirm delivery.
Receiving Your Order
When your order arrives, immediately inspect your tile to ensure accuracy of materials ordered, including quantity, quality and color, and check for any damage incurred during transit. We make sure our tile leaves our factory in perfect condition. However, we do anticipate a few tiles may break during shipment (it’s why we almost always include some extras). Any noticeable breakage or clear issues with the packing should be noted on the delivery receipt. Detailed photos and counts of what is broken will help us better serve you as we assess the damage to your order. Contact our Support Team within 10 days of order receipt so that we can file a claim with the shipping company, and we’ll try our best to replace any damaged tile as quickly as possible.
Redelivery
If there is a redelivery request, you will be charged the corresponding amount charged to us by the freight carrier. Similarly, residential deliveries that were previously listed as a business address will be charged a Residential Redress Fee of $35. To avoid these fees, please make sure your shipping information is accurate and up-to-date before placing your order.
If you live in a restricted area or in an area where delivery is challenging, please contact your Design Consultant, Commercial sales team member, or call 800−773−2226 to provide specific delivery instructions. If there are problems with the delivery due to restricted access, extra delivery fees may apply.
Our tile orders are shipped from our Aromas, CA (95004) factory.
Due to the significant extra weight of brick, all Glazed Thin Brick orders will incur a $100 Pallet Charge.
We do not charge handling fees on orders, except in the case of Commercial orders where a volume discount is applied. Orders with a volume discount that require pallets or crates will be charged a $12 Pallet or per Crate Fee.
Because we process so many shipments a month and each order is made to order, we are unable to split or consolidate shipments.
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 call us at 800−773−2226 to discuss your project.
Orders shipped to countries outside of the United States are subject to pay all import taxes, customs, duties, and fees levied by your destination country. We will not be responsible for customs processing or freight forwarding for orders shipped internationally.
For Expedited Shipping, we can inquire about the shipping company’s extra charges for expedited shipment and will charge you the difference. Please note we do not profit from expedited freight fees and only charge you what is charged by the shipping company. Please contact your Design Consultant, Commercial sales team member, or call 800−773−2226 for more information.
We can provide a freight quote for Alaska, Hawaii, International, and Commercial orders once the order has been placed.
Upon ordering, we will need a ship to address and onsite contact information (name and phone number). We cannot process your order until this information has been provided. Please note Fireclay Tile is not responsible for any redelivery fees incurred during the shipping process.
We provide complimentary storage for your order for 2 weeks after it’s complete if you are not yet ready to receive it. We are an open-air California factory and not equipped to store orders for clients for an extended period of time. If the situation arises that you require more time, we can arrange a storage option starting at $25/pallet per day which must be paid in full prior to shipping.
We accept all forms of payment including check, eCheck, credit card (Visa, Mastercard, American Express, or Discover), Apple Pay and Google Pay. Our preference is eCheck, and to support your purchase with this method of payment we have created Give, You Get, a new form of philanthropy where by paying with eCheck, a portion of your payment goes directly to our internal employee fund for our team members and their children and a portion is returned to you in the form of a Refund. So, by Giving, You Get something in return. We think this is far preferable than giving unnecessary money to credit card companies.
If you would like to pay by credit card, Apple Pay or Google Pay, a convenience fee will be applied to your order to help offset the high cost of merchant fees (Fireclay averages 2.7% for all credit card sales).
If a volume discount has been applied to your order, we will only accept payment via check or eCheck.
Because every product is custom made and we adhere to aggressive lead times, production will begin as soon as you place your order. Therefore, we will be required to collect the full balance up-front or charge your credit card as soon as you place your order.
In certain situations for larger commercial or residential projects over $10,000, we accept a 50% deposit and the remaining 50% upon order completion. We are also open to discussing specific payment terms on a case-by-case basis, but please know we do not offer terms as we are not a bank. Our business is making beautiful tile, and as much as we know that the banking profession is a highly profitable one, we don’t know very much about lending money so we are unable to provide terms. Thank you for your understanding.
If you have any questions, please contact your salesperson directly.
What is eCheck?
eCheck is simply a way to pay directly from your bank account. You probably do this already to pay for bills, utilities, loans, and credit cards. Paying for your order through eCheck is quick and easy, all you need is your bank routing number and account number found on a personal check. To promote payment by eCheck, we’ve created Give, You Get.
What is Give, You Get?
Give, You Get is a program that takes the benefits of eCheck one step further. By paying via eCheck, you Give part of your purchase to a very specific employee fund for our team members — the ones making your beautiful tile, and in return you Get money back. The best part? All you have to do is pay with eCheck. We’ll take care of the rest.
How it works:
When you pay by eCheck, you’ll receive 0.25% back on your order. Another 0.25% will go towards our Khai Lam Fireclay Tile Family Fund. Instead of Fireclay Tile having to pay high merchant fees (upwards of 3.5% of the sale) to credit card companies, you get paid all while helping our local communities thrive. In fact, if everyone in the world paid with eCheck while taking the Give, You Get pledge, we could potentially turn $75 billion in merchant fees into giving dollars. Give, You Get is more than just a perk. It’s a movement.
How will I receive my Give, You Get rebate?
Your rebate will be added directly to your order upon checkout.
Learn more about the Give, You Get mission here. Questions? Contact your Design Consultant or email us at hello@fireclaytile.com – we’d love to hear from you.
Yes, we collect applicable sales tax for purchases made in the following states:
Arizona California Colorado Connecticut District of Columbia Florida Georgia Hawaii Idaho Illinois Indiana Iowa Kansas Louisiana Maine Maryland Massachusetts Michigan Minnesota Nebraska Nevada New Jersey New York North Carolina Ohio Pennsylvania Tennessee Texas Utah Vermont Virginia Washington Wisconsin Wyoming
If you do not owe sales tax because you have a resale license, you will be asked to verify your sales tax license before placing your order.
ACH payments are available to use when ordering through one of our Design Consultants who you can reach at 1−800−773−2226. ACH payments require a secure connection to your bank account. If your bank is not listed, you will establish connection using micro-deposits. Please refer to the following instructions.
1. Micro-deposits
You will receive two nominal deposits to your chosen bank account over the next two business days.
2. Email Verification
You will receive an email from Stripe asking you to verify the amounts. Once the micro-deposits have been applied to your account, verify use the link in this email to verify the deposits using a 6 digit code beginning in SM. These codes will be on your bank statement and attributed to the micro-deposits.
3. ACH Payment Processing
Once your account is verified, you can complete your payment.
Please Note:
Custom color development is available for any of our products. We also offer custom size or shape development for all materials except Brick. Custom multicolor or single-color decorative development is available. Additional color and size/shape development charges may apply. Please inquire with details on your specific project.
Please keep in mind that we may have to turn away some custom projects due to the complexity of the request, as it may be beyond the scope of our production capabilities.
There are additional development charges and set-up fees applied to custom orders. Please take the time to review fees below:
Custom Color Development Fee (applies to ANY product family): $750
We require a 500 SF minimum for custom color development projects. This includes up to two rounds of color development and 1 square foot of the color in the size/shape of your choice. We will do our very best interpretation of your color, but we cannot guarantee an exact color match. Custom pricing will be the highest price group available for that product. We cannot offer refunds post purchase and color development.
Custom Handpainted Pattern: $500
This includes a custom screen development plus up to 2 pieces of your handpainted tiles. If you desire a custom color as part of your handpainted pattern, custom color development fees apply for each color you choose. Please note that we cannot guarantee an exact color match, but we will do our very best to interpret your custom color. We cannot offer refunds post purchase and screen making or color development.
We will consider this for very large projects of at least 250 SF or a budget of at least $20,000. However, for most projects we will not be the right company to handle your residential historical reproduction need.
We will do everything we can to ensure your tile is made within our quoted lead time. However, we cannot fully guarantee lead times as events may occur that are outside of our control due to the custom nature of our tile. Our lead times are estimates only and do not represent fixed or guaranteed delivery dates. Fireclay Tile is not liable for damages, lost working time, or any expenses that relate directly or indirectly to variations in delivery dates. Any additions or changes to the order could delay the delivery date and may result in dye lot variation.
We do our best to honor quoted lead times for 30 days. There maybe circumstances due to order assortment that cause our lead times to fluctuate. Lead times are estimates based on the business day after an order has been placed and paid for. We will do everything we can to ensure your tile is made within our estimated lead time. However, we cannot fully guarantee lead times as events may occur that are outside of our control due to the custom nature of our tile. Delays may occur during the production process but we will do our very best to notify you should such a situation arise. Once your order ships, we will email your tracking information.
While we make every effort to avoid delays in production, they do occasionally occur and are not considered grounds for cancellation. Please reach out to inquire about current lead times, as it may vary depending on the order and our current production queue.
Yes. Go to our Order Status page and simply enter your order number or FC to track the status of your order.
Expedited orders and shipping are almost always available for an additional fee. Please contact your Fireclay Design Consultant, email our Support Team, or call 800−773−2226 for more information.
We want to make it easy to shop for tile, and offer several ways to make your order. You can order online or contact a Fireclay TIle Design Consultant or our Commercial sales team. You can also visit our San Francisco or Berkeley Showrooms, where one of our experienced showroom designers will be happy to assist you.
The specifier is responsible for determining the suitability of Fireclay Tile for the existing conditions. Installation, design, and environmental conditions are beyond the control of Fireclay Tile and the company cannot be held responsible for improper installation, design, or environmental conditions.
Although we may have assisted in preparation of quantities for material on your project, all quantities must be verified by your designer, architect, contractor, installer or equivalent, as we will not be held responsible for discrepancies. We recommend ordering at least fifteen percent (15%) overage, sometimes more, depending on the product type, patterning, etc., to account for cuts and other waste. We recommend up to twenty percent (20%) overage for orders with complex patterns such as herringbone etc.
You can make a Tile, Glass, Brick, or Handpainted order directly from our website. For mosaics, custom requests, pricing, lead times, or other needs please chat, email, or call us at any time (contact info above) so one of our Design Consultants can offer personal assistance, free of charge. You can also visit our San Francisco Showroom to meet with one of our showroom designers.
For commercial orders, please contact your Commercial sales team member or call 1.800.773.2226 .
Because each order is custom made, we cannot change it once it has gone into production. If you do have a change, please contact us immediately to see if we can help resolve the matter quickly.
Because each order is made to order, a setup process is required. A $100 small batch fee will be charged for line items under 25sqft.
If you need to expedite an order please inquire with your Design Consultant for rush pricing and production availability. For rush orders under 25 SF or less than 25 pieces of our Handpainted Tile, a $300 Small Batch Rush Fee will be applied to your order.
We want to make sure your installation goes as smoothly as possible. We highly recommend adding an extra 15% overage, or Attic Stock, to your tile order to ensure every part of your installation is covered. Ordering extra tile after you have already received your order, what we call an Add-On, will incur additional fees due to the production constraints that will be placed on our manufacturing facilities to fulfill your Add-On order. Any tile that’s left over can be saved for minor repairs down the road or contribute to other home projects.
While we take every step to ensure that you have ordered enough tile, including extra Attic Stock (we recommend at least 15%), we understand that it may occasionally run short. In the event that you need additional tile, you will have 30 days to request an Add-On from the time you receive your original order. The challenge for us is that smaller Add-On orders are very costly to manufacture and require extra work to ensure the color is accurate. All Add-On orders will incur a $150 set-up fee. In addition, Add-On orders will be charged full retail pricing.
To begin your Add-On order, contact your Design Consultant or Commercial sales team member to determine how much more tile you will need.
Due to the handcrafted nature of our tile, we are unable to guarantee that the color or sizing will be an exact match to your original order. However, we will do everything we can to keep as close to the original as possible.
Standard quoted lead times will apply to Add-On orders. If you need your Add-On order sooner than the quoted lead time, we may be able to accommodate depending on production availability. A +30% Rush Fee will be applied.
Yes, we offer flexible volume pricing for large commercial projects. Whether it is tile for your new restaurant, hotel, or a 500 unit multi-family complex, we will do everything we can to ensure your order is on schedule and on budget. Please contact our Commercial team with details on your project.
Book your consultation through your Fireclay rep or directly with our Director of Installation, Martin Brookes, here.
Please bring images of your existing space. We’ll delve into specifics like tile sizes and patterns, grout and trim, demolition requirements, project timelines, and accessibility to ensure your vision is fully realized.
We currently offer installation to clients who have purchased Fireclay Tile and are in Sonoma, Napa, Marin, Solano, San Francisco, San Mateo, Alameda, Santa Clara, and Contra Costa counties.
Yes, all estimates are conducted virtually for convenience and efficiency.
The timeline for your installation can be influenced by the lead time of the selected product and the readiness of your space for installation. Our team works closely with you to navigate these factors and keep your project on track.
Expect a seamless experience with Fireclay Tile Installation, including:
Free white glove delivery
Martin Brookes’ decades of expertise
All-inclusive pricing, with accurate estimates delivered within 1 business day
Premium products with warranty included
2‑year workmanship warranty
Exceptional customer support with a dedicated project manager every step of the way
Free design rendering of the quoted tile in your space
National Tile Contractors Association Accredited 5 Star contractor
Commitment to sustainable construction practices
Project Manager assigned to each project.
Yes, Fireclay Tile is compatible with radiant/in-floor heating. All our floor tiles work well with electric radiant heat systems due to the excellent conductivity of ceramic. For added protection against in-plane movement, consider using a system with a built-in uncoupling membrane. Hydronic radiant heat systems, which use warm water-filled plastic tubes, are also compatible with our tiles.
Always check with the radiant heat manufacturer for compatibility. For more details, please discuss with your Fireclay Tile representative.
For maintenance guidelines for your Ceramic or Handpainted Tile, Glass Tile, or Glazed Thin Brick, please click here.
Due to the handmade nature of our tiles, varying degrees of color and texture variation, as well as slight size variation, will occur. This gives each piece distinctive beauty to each and every tile. 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.
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.
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 to ward off staining and discoloration from harsh cleaners and hard water.
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.
Maker’s Guarantee Basic
(complimentary)
Installation Protection
(10% Upcharge)
What this DOES NOT include:
Fireclay Tile is happy to accept selected returns within 180 days of your order. Please read the following information carefully.
General Guidelines for Returns:
1. Initiate a Return: To begin the return process, please complete the Customer section of our RMA (Return Merchandise Authorization) form and email to support@fireclaytile.com. Returns will not be accepted without an RMA.
2. Return Window: Items are eligible for return within 180 days of the order date. Please note that the installation of the product constitutes acceptance of the material. Unfortunately, once installed, we cannot accept returns.
3. Shipping and Handling: Clients are responsible for return shipping costs. Fireclay Tile is here to assist in arranging return shipping upon request. Though shipping charges fall to the customer, we’re dedicated to facilitating a smooth return process.
4. Product Condition: All returns must be in the original packaging and by the full box only, to prevent damage due to the fragile nature of our products.
Specific Product Return Policies:
Quick Ship Products: Returnable within 180 days of order, excluding shipping charges. No restocking fee will be applied to Quick Ship returns. Important: returns must be in the original packaging and by the full box only. Returns not shipped in the master carton are often received damaged due to the fragile nature of our products.
Made-to-Order Products: Returnable within 180 days of order, excluding shipping charges. A 30% restocking fee will be assessed for Made-to-Order returns. The return must consist of more than 30 SqFt (trim excluded). Important: returns must be in the original packaging and by the full box only. Returns not shipped in the master carton are often received damaged due to the fragile nature of our products.
Exceptions: We are unable to accept returns on custom products, including customized handpainted tiles, mosaic patterns, and custom glazes, as well as renderings and Factory Sale items.
Processing Your Return: Upon receipt of your return, we will process your refund within 7 – 10 business days. Please ensure returned items are packaged properly; credit cannot be issued for items returned damaged.
For Damaged Materials: If your order arrives with damages, please contact us immediately. It’s important to notify Fireclay of any defects no later than 60 days after receipt.
At Fireclay Tile, we’re here to support your design journey from start to finish. If you have any questions or need assistance with your return, don’t hesitate to reach out to our team at support@fireclaytile.com.
Because each tile is handcrafted and made-to-order, no two orders will be exactly the same. Hence there will always be elements of color and slight size variation that exist in each of our products, in every order. We do our absolute best to make every customer aware of this ahead of time so they are not surprised when they see variation in color and/or size. This is the nature of our product, and it is what has made Fireclay Tile unique since 1986.
In the event you believe the variation presented is out of line with that presented throughout our website, on our FAQs, or in our Installation and Specification sheets, please do contact us.
You are responsible for determining the acceptability of the product prior to installation. Given the handmade nature of our tile, there will be some color, size, and thickness variation. We are unable to offer a refund or provide a discount on a replacement order after installation. Installation is acceptance.
Each order is custom made, thus we are unable to take back material after the order is completed. We highly recommend keeping it in a storage area in the event your tile breaks, needs to be replaced or you decide to tile a larger area.
When your order arrives, immediately inspect your tile to ensure it has not been damaged during transit. We make sure our tile leaves our docks in perfect condition. However, we do anticipate a few tiles may break during shipment (it’s why we almost always include some extras). If you notice a significant amount of breakage or clear issues with the packing, please take several photos of the damaged tile in detail as well as the boxes the order arrived in. Detailed photos and counts of what is broken will help us better serve you as we assess the damage to your order. Contact your Design Consultant or sales team member immediately so that we can file a claim with the shipping company, and we’ll try our best to replace any damaged tile as quickly as possible.
All Fireclay products are made to meet the most rigorous standards of craftsmanship, beauty, and durability. Order with confidence knowing that we always have your back. Learn more about our Maker’s Guarantee here!
Because each tile is handcrafted and made-to-order, no two orders will be exactly the same. Hence there will always be elements of color and slight size variation that exist in each of our products, in every order. We do our absolute best to make every customer aware of this ahead of time so they are not surprised when they see variation in color and/or size. This is the nature of our product, and it is what has made Fireclay Tile unique since 1986.
In the event you believe the variation presented is out of line with that presented throughout our website, on our FAQs, or in our Installation and Specification sheets, please do contact us. We stand behind every product and every order, and we promise that if it’s not right, we will make it right. We want your tile to be the most beautiful thing in your home and to last forever!
In the event that you aren’t happy with your order, we can offer you up to 50% off a different item to replace it. Our philosophy is simple – if you are not happy with the product, we will work with you until you are.
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, or Attic Stock.
In the event that you need additional tile, you will have 30 days to request an Add-On from the time you receive your original order. The challenge for us is that smaller Add-On orders are very costly to manufacture and require extra work to ensure the color is accurate. All Add-On orders will incur a $150 Set-Up Fee. In addition, Add-On orders will be charged full retail pricing.
To begin your Add-On order, contact your Design Consultant or Commercial sales team member to determine how much more tile you will need. We will require a control sample of your original tile order to begin production. We are happy to send you a return shipping label for sample submission.
Please return the sample to the below address and reference your original order number, account name, and Fireclay Tile contact person:
Fireclay Tile Factory
521 Quarry Road
Aromas, CA 95004
(800) 773‑2226
Due to the handcrafted nature of our tile, we are unable to guarantee that the color or sizing will be an exact match to your original order. However, we will do everything we can to keep as close to the original as possible.
Standard quoted lead times will apply to Add-On orders. If you need your Add-On order sooner than the quoted lead time, we may be able to accommodate depending on production availability. A +30% Rush Fee will be applied.