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FAQ

Samples

Yes! Free product and/or glaze samples can be ordered online for each of our collections.

Visit the “sample” section within each collection website and pay only a nominal shipping fee.  While each physical sample will be representative of the product, you should expect that your material order will include subtle variations from the sample inherent to any fired ceramic product.  Refer to the design guide for more information on the characteristics of all tile products available from Heritage Tile.

Sample cards are normally shipped within 24 hours of receiving your request.

Yes! Upon request, a sample order credit will be applied to your order invoice. This credit cannot be applied to future sample orders.

Registered trade account clients have access to complimentary samples. Made-to-order strike-offs, CAD renderings, bespoke concept boards, and sample library books are also available. Please contact us directly to request the samples needed for your next design. 

Yes! There can be an additional cost for trim & moulding samples, so please contact our team for more details. These samples come in limited glaze options, so we recommend that you also order a glaze sample to experience a specific color.

Design Support

Each collection is supported with technical and design resources that will guide and inspire your design. These resources 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 Heritage Tile collection using the top menu.

Yes! Our team of project design specialists are here to offer the support you throughout the discovery & design process. You can request a consultation here. Please share relevant information about your project such as a rough floorplan, photos of the space, and inspiration pins or images that help us see your vision!  Architectural drawings (if available), details on the age and style of your home, and a project timeline are all useful information to have when we begin this collaborative design process.

Ordering

Calculating the correct quantity of tile to order is normally the responsibility of your tile installer. We do provide resources for each of our collections to assist your installer in these calculations. Your order should account for overage needed to ensure that your contractor will have sufficient materials on the jobsite when the work begins.  Tile remaining at the end of a project will become “attic stock” useful for future repairs or add-on projects.

Yes! Many of our product collections allow you to purchase tile directly online. Alternatively, you can contact us by phone at (888)-387-3280 or email info@heritagetile.com to discuss your project details and guidance in the preparation of your project quotation. Our experienced staff can advise you with both aesthetic choices and technical tile layout.

Qualified design trade professionals can register online for a trade account with Heritage Tile. This account will provide access to valuable resources for all of our tile collections. You may also 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 to our trade partners.

Each of our Heritage Tile collections include quick-ship products, special-order items and made-to-order options. If your project has a tight timeline, please contact us and we will assist you with your specific project needs.

Shipping

Normal options for shipping your tile order include FedEx Ground and Express package delivery and FedEx Freight. The optimal shipping method will be determined for each quotation. 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 when time is of the essence. We will also do our best to accommodate customers who prefer to make their own fright pick-up arrangements whenever possible.

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 1:00 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!

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.

Order Support

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 do not hesitate to request our assistance in reviewing your initial order with you. While you or your installer are responsible for calculating and confirming the tile quantities needed for the project, our team can lend a hand in checking for items that may have been overlooked. 

For normal FedEx package shipments, Heritage Tile carefully double-boxes all shipping cartons to minimize the possibility of tile handling 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.

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 overage. Place it in a safe place where you or the next homeowner can access it should the need arise.  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 you have more leftover tile than expected, please refer to our Shipping and Returns section on our Terms and Conditions for more details.