FAQ
Frequently Asked Questions
Don't see your question? Get in touch or give us a call at 1-800-773-2226
Products
Ordering
Installation
Terms & Policies
Natural Press Ceramic Tile (general)
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, and fireplaces
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 kitchen backsplashes.
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.
Natural Press ceramic tiles are designed for outdoor use in non-freezing areas, 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.
Quick Ship Tile
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.
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 (less return shipping and a 15% handling fee).
Mosaics
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
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:
- Available first come, first serve
- No add-ons or matching Trim available
- No advance samples
- Sale items are final sale
- If transit damage occurs, the order will be subject to a refund. The Sale order cannot be replaced at the same discounted price. New orders will be subject to standard lead times and pricing
- Contact factorysale@fireclaytile.com for any additional questions
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.
Specification Sheets
Our Handpainted Tile
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.
Our Glazed Thin Brick
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.
Our Glazed Thin Brick is suitable for outdoor installations in warmer climates but not colder climates. Please note that it is frost resistant but not frost proof.
Due to the significant extra weight of brick, all Glazed Thin Brick orders will incur a $100 Pallet Charge.
Our Tile (original ceramic-general)
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.
Free Samples
Enjoy 5 free, handcrafted color samples from any of our product lines (excluding Handpainted Samples — cost determined per pattern). Need more than 5? Each additional color sample is just $2/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.
Samples are sent via USPS and generally arrive in 2 – 4 days.
If you need samples rushed, we can ship it via FedEx or UPS using your FedEx or UPS shipper number. A rush fee will be applied to your order.
A flat $15 shipping rate will be applied to your first 5 samples shipped within the continental U.S. After that, you will be charged $2 per sample.
Shipping to Alaska, Hawaii, or Canada will be $20 for a set of 5 samples.
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.
Track Your Order
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.
International Orders
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.
Shipping & Delivery
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.
Payment
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 0.5% back on your order. Another 0.5% 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. Read more here: www.giveyouget.org
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:
Alabama 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 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:
- The ACH process with Stripe can take up to four business days to settle. When a payment requires micro deposit verification that four day countdown begins after the verification is complete.
- Fireclay Tile does not store any customer banking information entered during the transaction.
Custom Colors or Sizes
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 Order Fee (applies to ANY product family): $750
We require a 250 SF minimum for custom color development projects. This includes up to three rounds of color development for 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: $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 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.
Lead Times
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.
Placing an Order
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. Thus, smaller orders under a total of 25 SF and/or less than 25 pieces of our Handpainted Tile will require a $275 Small Batch Fee.
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.
Choosing Grout
Product Care
For maintenance guidelines for your Ceramic or Handpainted Tile, Glass Tile, or Glazed Thin Brick, please click here.
Installation Guides
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.
Warranty
Maker’s Guarantee Basic
(complimentary)
- Fireclay Tile expressly warrants that our product, as delivered, will be reasonably free of defects in materials and workmanship for a period of 1 year from date of purchase.
- When properly handled and installed, Fireclay Tile guarantees that its products will perform to Fireclay Tile’s specifications as described in the product literature and will meet or exceed the performance specifications outlined in ANSI A137.1 Section 7.0.
- Defective product will be replaced provided notice is given and acknowledged prior to installation, per our Terms and Conditions.
- Support Team to manage resolution, available via phone and email.
Maker’s Guarantee Premium*
(10% Upcharge)
- Includes everything in our original maker’s guarantee plus:
- Guaranteed expedited lead time for any add-on order in the case more product is needed.
- Replacement product for any issue related to an installation error (shipping not included). The option to refund or replace the material is at the sole discretion of Fireclay Tile.
- Reimbursement (up to value of order) for expenses related to installation error using our tile.
What this DOES NOT include:
- Lead time guarantee
- Transit time guarantee
- Improper use or abuse by contractor or end-user including, but not limited to damage from mishandling of the product, physical or chemical abuse, and damage from improper care and maintenance.
*Only available for residential orders currently
Returns & Exchanges
Fireclay Tile is happy to accept selected returns within 6 months of your order. Please read the following information carefully.
1. Request an RMA (Return Merchandise Authorization) form by emailing support@fireclaytile.com. Returns will not be accepted without an RMA. Made-to-Order products may not be eligible for return and will be reviewed on an individual basis. In your email request, include:A. Your order number.
B. The quantity of tile you are returning.
C. The reason for your return
If approved, you will receive a pre-filled RMA form within 2 business days of submitting your request.
2. A 15% restocking fee is assessed on Quick Ship returns and a 30% fee is assessed to accepted Made-to-Order returns.
3. Fireclay Tile does not pay for return shipping. The customer is responsible for all return shipping charges and arrangements with the shipping provider of your choice.
4. The following items are final sale and can not be returned: samples, sale items, items marked as FINAL SALE, and custom orders. Shipping charges are non-refundable.
5. All returns must be in their original packaging and in the condition in which they were received. If returning an LTL order, a pallet is required. A new pallet can be provided at a fee if the original pallet was disposed of.
6. Credit will not be issued for any items returned to us broken. Ensure that the returned boxes are packaged well as our products are extremely fragile. We recommend insuring your return shipment and using a trackable shipping method. Refunds will not be issued for items damaged in return transit or for returns that are not received.
7. Once we receive your return, your refund will be processed within 7 – 10 business days.
8. If you’ve received damaged material click here for more information
On any claim for defects, Fireclay must be notified of the defects no later than 60 days after receipt of the tile by buyer.
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.
Satisfaction Guaranteed
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.