FAQ

We believe that you don’t know a product until you see it and touch it. Thus, we offer up to 5 color samples from any of our product lines (excluding Handpainted) for a flat rate of $5 shipping. Why only 5?  From our experience we’ve found that 5 is the optimal number of samples to come to a decision. In addition, each sample is handmade and costs us about $15 to make, pack, and ship. If you need more than 5 samples, no problem! We will simply add $2 per sample at checkout.

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

If you need samples rushed, we can ship it via FedEx or UPS using your FedEx or UPS shipper number. A rush fee will be applied to your order.

A flat $5 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.

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.

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

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, as they are vitreous (virtually non-porous) 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).

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

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

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.

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

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

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

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.

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

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. Each sample piece is $20. A $5 flat shipping fee will be applied to your sample order. Ships in 5-10 days. 

If you'd like a Handpainted Tile sample after using our Color-It! Tool, just send us an email with your sample request and we will make it. The cost is $40 per sample, which we will apply to the total cost of your order. A flat $5 shipping fee will be applied.

You can customize any of our Handpainted Tile designs with the colors of your choice for $40 a piece. We’ve even created an online Color It! Tool so you can experiment with different colors and see them in the context of a kitchen or bathroom.

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 Showroom, where one of our experienced showroom designers will be happy to assist you.

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 set-up 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 $150 Set-Up Fee. 

We want to make sure your installation goes as smoothly as possible. We highly recommend adding an extra 10% 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 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. 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.        

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.

Lead times vary depending on the product, color, and size of your project, as well as our current factory queue. Estimated lead times are listed on our color detail pages. Please contact a Fireclay Tile Design Consultant or Commercial sales team member for more details.

We do not include transit time into our lead times, so please factor in additional time when planning for your installation. Contact your Fireclay Tile Design Consultant or Commercial sales team member with any questions.

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 and we will do our very best to notify you should such a situation arise. Once your order ships, we will email you a tracking number.

While we make every effort to avoid delays in production, they do occasionally occur and are not considered grounds for cancellation. Please call to inquire about current lead times, as it may vary depending on the order and our 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 are not always available, but please contact your Design Consultant or call 800-773-2226 for more information. If expedited shipping is available, a Rush Fee of +30% will be applied to your entire order.

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 100 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.

We accept all forms of payment including check, eCheck, or credit card (Visa, Mastercard, American Express, or Discover). Our preference is eCheck or check, 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 or Check, 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, 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 at least $5,000, we may 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 or check, 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 .5% back on your order. Another .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?

For now, your rebate will be sent as a paper check in the mail within one month of placing your order. We’re working hard on a way to get your rebate back even faster, so stay tuned!

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 California.

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.

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.

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

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

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 or needs to be replaced. You might also consider using the extra tile in another location. Also check in with your local Habitat for Humanity to see if they might accept the donation.

When your order arrives, immediately inspect your tile to ensure it has not be 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.

If maintained properly, our tile can be enjoyed for a lifetime. However, we do not offer a warranty on our products. Follow installation directions and instructions closely to maintain the quality and longevity of your tile. We will help you every step along the way to ensure the end result is a beautiful installation that can be enjoyed for years.

Orders are shipped by either package service (FedEx) 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.

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 a 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.

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.

A storage fee of $.30 per box/day will be applied to orders not shipped or picked up more than 5 business days after order completion.

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.

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.

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

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

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

For installation guidelines for your Mosaic Tile, 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.

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

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.

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

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

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

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

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

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

To view our Tile Spec Sheet click here.

To view our Glass Spec Sheet click here.

To view our Brick Spec Sheet click here.