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FAQS

SAMPLING

Do you offer product samples?

Yes! We offer product samples for each of our collections.

Order a sample by visiting the Subway Ceranics Samples and Zen + Clay Samples section of our website. Shipping is included in the cost. Each sample card will include the tile of your choice, so you can see first hand the quality and craftsmanship we offer. Bringing a beautiful Heritage Tile sample into your office or home can help you visualize the finished result and select the perfect product for your installation.

Sample cards are shipped within 24 hours of your request.

Can this cost be deducted from our tile order?

Yes! Upon request, a sample order credit will be applied to the cost of your order. This credit can’t be applied to future sample orders.

What sample options are available to the trade?

Trade accounts have access to complimentary samples. Custom sample requests, larger format samples, renderings, concept boards, and sample kits are also available. Please register as a trade member or contact us directly to request samples you’re interested in for your next design.

Can I order samples of trim pieces?

Yes! There is typically an additional cost for trim piece samples, so please contact our team for more details. Our trim piece samples come in limited glaze options, so we recommend that you also order a glaze sample to experience a specific color.

 

DESIGNING

What resources are available to help with tile selection and installation?

Each collection has technical and design resources that will assist and inspire your design. These include design guides, assembly diagrams, installation guides and more. These resources can be found on each collection website and are available as PDF downloads. You can access each website using the logos at the top of our website.

Can you assist me with tile design questions ?

Yes! Our team of design professionals are always here to offer the support you need throughout the design process. You can contact us here with your tile design questions. Please include as much information as possible when getting in touch.  Sharing any planning information, detailed drawings, thoughts on products you would like to use, or a project timeline can be extremely useful when assisting with the design process.

 

ORDERING

As a homeowner, how do I determine how much tile to order?

Figuring out the correct quantity of tile to order is often the responsibility of your tile installer. We do provide resources for each of our collections to assist your installer in these calculations. They will also be able to account for the general overage that is needed for both field and trim tiles. This will ensure that your contractor won’t run short toward the end of the job after cuts have been made to accommodate your unique space. Since your batch of tile is made especially for you, having some “attic stock” of extra tiles will help ensure that any future repair to your home can be easily accomplished.

As a homeowner, can I order directly from Heritage Tile?

Yes! Many of our collection websites allow you to purchase tile directly online. Alternatively, you can contact us by phone or email to get an estimate for your purchase. Our experienced staff can advise you with both aesthetic choices and technical specifications.

I am a design trade professional. How can I register for a Trade Account?

Qualified design trade professionals—architects, interior designers, contractors and installers—can register online for a trade account. This account provides access to unique resources on all of our collection websites. Alternatively, you may contact us via phone or email to begin the registration process. We look forward to working with you on future projects and offering services exclusively provided for our trade members.

What is the lead time for ordering the Heritage Tile collections?

Each of our Heritage Tile collections has a unique lead time. If your project has a tight timeline, you can simply ask which colors and shapes we have available on the shelves to fulfill your needs. If it’s something custom you’re looking for, one of our specialists can help estimate how much time that project will take. We’ll happily work with you to ensure that our delivery meets your project timeline.

SHIPPING

How will my order be shipped?

Options for shipping your tile order include FedEx package (Ground and Express) delivery and FedEx Freight. The final cost of each shipping method will be calculated once all of your tile selections are submitted as a purchase order. As a courtesy to our clients, we always default to the least expensive shipping method based on the quantity of material that has been ordered. We can upgrade the transit time for customers who are in a hurry. We can also arrange for anyone to pick up tile orders using their preferred shipper.

Can you expedite my order?

Heritage Tile offers expedited FedEx Next Day, 2nd Day Air, and Priority Freight shipping options for stock orders that need to be on the job site quickly. Please note that orders received after 3:00 PM CST may not ship until the next business day. We work hard to ensure that your materials are on your job site when you need them!

How can I find out when my tile will arrive?

A shipping confirmation is sent via email with your tracking number. Freight shipment confirmations will include a website where you can find the contact information for the local service center. The service center will contact you to arrange a delivery appointment for residential destinations. We also have a dedicated Client Service department available to respond to any inquiry about your delivery.

SUPPORT

What if I need more tile to complete my project?

Heritage Tile advises that any “add on” order be placed as soon as the need is recognized. We prioritize these orders to the best of our ability to minimize project delays

Please don’t hesitate to request our assistance in reviewing your initial order with you. While your installer is responsible for calculating and confirming the tile quantities needed for the project, our team can lend a hand in checking for items they may have overlooked. In our experience, extra tile is always  better than too little tile.

What if some tiles are damaged in shipment?

For normal FedEx package shipments, Heritage Tile carefully double-boxes all shipping cartons to minimize the possibility of tile damage. Should you find that your package contains broken tiles due to improper handling, contact us immediately so we can assist you in filing a claim. Remember to save all boxes and packaging materials, as they may need to be inspected by the shipping company. For all deliveries, bring any signs of external damage to the truck driver’s attention, photograph cartons on the spot, and then contact us so we can assist you further. Please refer to our Shipping and Returns page for more details.

What should I do with the leftover tile?

The amount of tile ordered for any project should always include some extra tile or ‘overage’ to prevent the possibility of a shortage near the end of the project. A tile shortage can be frustrating and costly. Any well-planned project will include a reasonable amount of leftover tile. Place it in a safe place where you or the next homeowner can access it should the need arise someday.

We always advise that you consider keeping extra tile on hand “just in case.” We routinely hear from frustrated homeowners seeking a match to their vintage tile in order to repair a tile or two without having to replace the whole surface. In the event that a mistake is made and you have more leftover tile than expected, please refer to our Shipping and Returns page for more details.