FREQUENTLY ASKED QUESTIONS

What is the lead time for tile orders?

Lead times vary based on order size and level of customization. We estimate lead times for each order and do everything we can to ensure your tile is complete within your quoted lead time. Lead times are considered estimates only and do not represent fixed or guaranteed delivery dates. We are not liable for damages, lost working time or any expenses that relate directly or indirectly to variations in delivery dates.

Can an order be altered once it is placed?

Orders can be adjusted, but any additions or changes to the original order may delay the quoted delivery date. Changes may also result in some lot variation (differences between tiles made in separate batches).

What is the return policy?

We do not accept returns. However, if you are unhappy with your tile selection and the tile has not been installed, we may offer a discount toward a new order. Simply put, if you are not fully satisfied with your order, we will work with you to provide a product you love. All of our tile is inspected for quality. If you believe your order is defective in any way, notify us within 30 days of receipt of your order and we’ll address any product defects.

If the tile has been installed, can it be returned?

Once your tile is installed, it cannot be returned. You are responsible for determining the acceptability of the product prior to installation.

What if the final tile color or size of my order appears different from my samples?

Because each tile is handcrafted, no two orders will be exactly the same. This character will always exist in our tile, which means that color and slight size variation is common. Your order will be representative of your chosen sample, but it may not be exactly the same.

What if I order too much tile? May I return the overage?

Most of our tile is made-to-order based on custom selections and we are unable to take back material after your order is completed. We highly recommend keeping any excess on hand in case any of your tiles break or need replaced after they are installed. We are happy to assist in calculating the quantity of tile you need.

What if I did not order enough tile?

The most frustrating part of any tile project is running out of tile. This causes delays, added cost and it’s why we strongly recommend customers plan for a 10% overage on your initial order. It is much easier and more cost effective to order extra tile with your initial order than to order additional tile once your installation is underway.

You can always order additional tile, but once your initial order leaves our factory, we cannot guarantee lead times or a 100% match from batch to batch for subsequent orders. Rush orders are possible but do require an extra fee. Due to the small-batch 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.

What are your payment policies?

We accept payment with credit card, check, PayPal and Venmo. If you would like to pay by credit card or PayPal, a convenience fee will be applied to your order to help offset the high cost of merchant fees (2.9% charged by credit card companies).

Because most of our products are made-to-order and we adhere to aggressive lead times, production will begin as soon as you place your order. Therefore, we typically require the full balance to be paid at the time of your order. Final shipping and handling costs will be collected when the order is complete.

Does Particular Tile do installations?

While we have completed installations for several customers, this is not a service we’re currently offering. Your contractor is the best resource to hire or recommend an installer.