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Frequently Asked Questions

How long does it take to receive my shipment?

Shipping times will vary depending on the warehouse vs. the delivery location. Typical delivery times are approximately 4-8 business days from the confirmation of your order unless it is a Special or Container load order. Please contact us at mail us for more specific delivery schedules.

Should I order "extra" stone for my project?

First measure each area height and width to be covered individually and then add the totals together which will give your “square feet”. Reduce your calculations for all windows, doors, mirrors, bath tub etc. Then allow for 5-10% for wastage and 10% for tiles installed diagonally. A good tile installation can last many years, so it is a good idea to store a few leftover tiles, in case a tile or tiles get damaged in the years to come

How long does it take to receive my sample order?

Sample orders are shipped via standard UPS Ground. With cut off time at 8:00 am EST will usually ship out the second day from the order. Typical delivery times are 4-8 business days. For expedited requirement please contact us at mail us

How does the product get delivered to me?

Order is shipped from our warehouse, via third-party carrier trucking (30'-50' trailer, depending on order), Lowered down to your curbside / driveway using lift gate, You and your helpers move your order indoors to your garage or house. Please refer to our Shipping and Delivery section for more details. You could always reach us at mail us for any question.

How do I pay for the product?

We accept Visa, MasterCard, American Express and Discover, as well as company checks, personal checks, money orders, certified checks or wire transfers. Orders must be paid for in full prior to shipping. Payment by personal or company check may delay shipment date, pending clearance of the check.

Will all the tiles be an exact color?
The beauty of this product is the variation in shades and different color schemes on each sheet of tile. We do recommend choosing random sheets / tiles from each box before installing to achieve a unique look.

Do you provide the setting adhesive material for my order?
We do not supply or sell setting materials. They may be purchased from your local tile dealer and home centers.

How do I install metal tiles?
Your metal tile should be installed using a high performance multi purpose mastic. Favorable results can also be achieved using epoxy based setting materials.

How do I install glass tiles?
- To avoid affecting the color of glass tile, White modified thin-set is recommended for all installations.
- Apply thin-set using a trowel as recommended by the manufacturer. Apply as much adhesive as can be covered within 10-15 minutes. Once set in place gently tap using a grout float to insure full bedding and a true surface.

How do I cut the Glass tiles?
Use tile nippers or a glass hand-cutter for smaller format glass tiles.

How do I maintain my Glass tiles?
We recommend mild soapy water or mild detergents and towel dry immediately. We do not recommend harsh chemical or cleaners.

What color “Grout” do you recommend?
Choosing the finish of your grout color is a matter of preference and décor. If you choose a contrasting color it will act as a grid-like highlight for the tiles. If you use a matching or complimentary color the effect will be a more continuous.

What is the proper application of the Grout? 
All tile joints can be filled flush with the tile, and free of all voids and pits. For glass tiles, we recommend that the joints are filled to about 75%: if you leave the top edge of the tiles exposed, the tiles will be take in and reflect more light. Provided you use a high quality, modified thinset and a good grout ( Mapei is a good brand for both), and follow proper installation instructions, 75% filled joints are more than sufficient for the tile bond. Excess grout should be cleaned from the surface with a wet cloth or sponge while the grout is fresh and before it hardens. 24 hrs. After installation a grout film or haze will have formed'; wipe this off with a soft cloth and water. For graphic details see our installation slideshows.

What size should my grout joint be and is there a specific size?
There is no specific standard size for the grout joint - it's a matter of preference. Where your tiles adjoining dissimilar materials, ceilings, and wall edges, you will also need to add a similar sized expansion joint. This is a gap that is best filled with a rubberized sealant – do not grout the expansion joint, as it is there to absorb expansion and contraction due to temperature changes, and also will help if there are subtle shifts in the substrate.

What kind of surface can I install tiles onto?
Install only on stable, flat and clean substrates. Do not install directly on particle board, wood of any kind, or drywall. If you have these surfaces to work with, attach a cement backer board to the substrate to establish a flat, solid surface.

What about installation in submerged surfaces, like pools, spas and showers?
Water installations are relatively complex. They involve the use of a waterproof membrane, showerpans, and extra care establishing expansion joints. This is usually the domain of the professional installer. The pros often consult reputable online resources like John Bridge Tile Forums.

Can Glass tiles be installed outdoors?
Yes. Because they are impermeable, and extremely fade and stain resistant, glass tiles work well outside. They should not be installed where they will are called on to absorb sudden, violent impact, or extreme thermal shocks – for instance, on tables where heavy outdoor objects are likely to be stacked, or in places under a hot, full sun where they get periodically splashed with cold water.

What if a tile falls off the mesh mounting or plastic facing before I install it?
Individual pieces are easily fit into the grid once the mesh mounted sheet is laid. For mesh mounted sheets, you can also reset the piece into the mesh with a small amount of white PVA (Polyvinyl acetate) non-water soluble glue, such as Weldbond. If the tiles are transparent, apply a lines of glue along ridges on the back and apply thinly, such that it isn't visible through the tile.

What are the different types of surface finishes?

  • Polished - exactly as it sounds. Be aware that different stones have different polish levels based on the mineral composition of the stone, but generally speaking, polished surfaces have a shine when viewed in the light.
  • Honed - Honed is semi polished or matte finish, with polishing only to a certain level, shy of generating a gloss level on the surface of the stone. Once again, different stone will carry a different level of honing based on the mineral structure.
  • Tumbled - This process involves use of acidic based chemicals at the factory level and / or the use of a tumbling machine that "antiques" the stone to give the appearance of a weathered, antique look in the stone, with softened edges.
  • Brushed - Buffing heads run over the surface to create a smooth and subtle texture, similar to a honed surface, but slightly less uniform. The end texture has a slightly weathered texture.
  • Antiqued - Acid washed to create the tumbling effect, then brushed to "smooth" the surface.
  • Bush-hammered - tiny pins are "hammered" on the surface of the stone to create a coarse, slip resistant texture on the surface.
  • Sandblasted - This process creates a coarse, but consistent surface often used for slip-resistant applications, or other decorative designs.
  • Natural Cleft - Most commonly associated with slate, the tiles are cleft naturally from the blocks to create natural ridges in the surface. In most cases, natural cleft slate products will be gauged (or milled) on the underside for easy installation, but the natural cleft will be evident on the exposed surface.
  • Split Face (or Rock Face) - This process involved splitting stone with a guillotine like machine to create a look as if it was an exposed rock in nature, but processed in dimensions suitable for architectural settings.
  • Chiseled - Hand or machine chiseled surfaces create a surface similar to the split face stone, but typically leave chisel marks in the surface (not on chiseled edge finishes though)

What are the different types of edge finishes?

  • Standard Edges are chamfered, meaning there is a very slight bevel (approximately 1/16"-1/32").
  • Saw Cut/Straight Cut edges are exactly as described, sharp to the touch with no processing.
  • Tumbled edges are soft and rounded from the tumbling process, but not in a perfectly linear manner.
  • Tumbled Edges are processed to provide an antiqued look. The tumbling process typically creates a rounded edge, somewhat uneven, but soft as opposed to a hand-chiseled edge.
  • Chiseled Edges, typically on honed or tumbled limestone and travertine tiles, are hand chiseled ¼" to ½" from the edge of the tile to create a more "antique" look. There is some roughness to this edge, which is the intended effect.
  • Pillowed Edges are processed with a gentle and distinct radius that will vary in size, but typically will be ¼" to ½" from the edge of the stone.

How do I guarantee that the product will be delivered in good condition?

All orders are inspected prior to shipment. Due to the nature of the product and handling by 3rd party trucking company (Common Carrier) Whoever is accepting the delivery must inspect the material and note any damage on the delivery slip before the driver leaves. If you see any damage please sign of Write "DAMAGED, SUBJECT TO FURTHER INSPECTION" You need to make sure that the order is inspected when delivered. If you are not going to be the one accepting the order, you have to make sure that the person signing the order is capable of doing so. You cannot sign the paperwork and let the driver leave until the order has been thoroughly inspected. If there is any damaged material, it must be noted on the paperwork in order for us to issue replacement material to you and for us to be properly reimbursed by the trucking company. If there is any damaged material, we will immediately reship your replacement for this material, as long as it was noted in the paperwork.

What is the return policy?

You may return new and undamaged items in their original packaging within 15 days of order for a full refund less actual shipping and handling costs we've incurred. All returned materials are subject to a 30% restocking fee. We WILL NOT accept any returns beyond the 30th day of order. Customer is responsible for all shipping costs both ways if seller is not at fault including items that were sent as free shipping. The shipping cost to you will be deducted from your refund. The product Must be received in a good re-sellable condition. Natural stone products inherently lack uniformity and are subject to variation in color, shade, finish, etc. It is recommended to blend tiles from different boxes when installing. Natural stones may be characterized by dry seams and pits that are often filled. The filling can work its way out and it may be necessary to refill these voids as part of a normal maintenance procedure. All natural stone products should be sealed with a penetrating sealer. After installation, vendor disclaims any liabilities


Have more Questions? Please contact us at mail us and we will be happy to answer them for you.