Contact Us2023-01-06T04:02:51-07:00

FAQs

SAMPLES

How to order Samples2022-12-30T09:07:42-07:00

Samples can be ordered through one of our 100+ authorized showrooms in the United States and Canada. To find the showroom nearest you, go to the Visit a Showroom page.

We ALWAYS recommend asking your local showroom for a sample before placing your order (especially if you’re ordering Special Order product). If they don’t have your specific sample on hand, they can order it from us. Ordering a sample may seem like an extra step, but it’s the best insurance in making sure that you’re happy with your selection for years to come.

My tile sample looks different than the website or brochure. How do i know what my tile will really look like?2022-12-30T09:06:42-07:00

When photographing tile for our website and brochures, we make every effort to represent color as accurately as possible. However, even the best digital and print technology cannot replace a real physical sample. We only recommend choosing tile based on real physical samples.

Can you give me design advice?2022-12-30T09:06:42-07:00

While we would love to help you design your space, good design advice is given in person by trained designers who can provide design services specific to your space and help you make the right selections.

Nothing can or should replace the experience of seeing and touching samples in your personal environment. We always recommend visiting your local showroom and introducing yourself to one of their experienced designers.

ORDERING

How to order2022-12-30T09:18:07-07:00

Orders can be placed through one of our 100+ authorized showrooms in the United States and Canada. To find the showroom nearest you, go to the Visit a Showroom page.

Measure twice, order once…that’s our motto! Make sure that your designer or contractor has measured carefully before placing your order. We recommend ordering a minimum of 15% overage (sometimes more). Ordering overage is necessary to accommodate cuts, and avoid add-on orders. Due to the handmade nature of our products, there WILL be variation from batch to batch and lot to lot. We cannot guarantee that additional product ordered at a later date will be an exact match.

Do you sell directly to the trade?2022-12-30T09:18:07-07:00

Out of respect for long standing relationships with our showrooms, we do not sell directly. All of our products are sold exclusively through Market Collection Authorized Dealers. We work with over 100 showrooms in the United States and Canada. To find the showroom nearest you, go to the Visit a Showroom page.

Where can I find a dealer near me?2022-12-30T09:18:07-07:00

Our products are sold through over 100 authorized showrooms in the United States and Canada. To find the showroom nearest you, go to the Visit a Showroom page.

Do you recommend ordering extra tile?2022-12-30T09:18:07-07:00

Yes. We recommend ordering a minimum of 15% overage, but sometimes more. If you are ordering a decorative tile, creating a pattern, or planning a more complex layout (like herringbone), you might consider more.

Ordering overage is necessary to accommodate cuts, and avoid add-on orders. Due to the handmade nature of our products, there WILL be variation from batch to batch and lot to lot. We cannot guarantee that additional product ordered at a later date will be an exact match.

If you end up with a little extra, don’t worry! We highly recommend that you keep it. Keeping your extra tile is great insurance in case you ever need to make a repair in the future. It will be much easier and less stressful to use your extra tile than hope we can match it years later.

What if I didn’t order enough tile?2022-12-30T09:18:07-07:00

If you didn’t order enough tile, we will do our best to match what you received in your first order.  Due to the handmade nature of our products, there WILL be variation from batch to batch and lot to lot.  We cannot guarantee that additional product ordered at a later date will be an exact match.

To place an add-on order, return to the showroom where you placed your original order.  Take a sample of your tile, along with your order # if you have it.  Your showroom will work with us to place your order.

Are tile sizes on the website true?2022-12-28T09:41:53-07:00

Due to size fluctuation in handcrafted products, all measurements are nominal, or approximate.

ASTORIA

How do I cut Astoria sheets?2022-12-30T09:59:51-07:00

ASHBURY

Can I order an Ashbury color in a different finish (gloss, crackle, matte)?2022-12-28T09:45:53-07:00

Unfortunately, no.  Developing each Ashbury glaze is actually a highly scientific process.  It takes the trained eye of our talented ceramist hundreds of hours per color to find the right combination of glaze base, natural stains,  minerals and the perfect firing cycle in our kilns to get exactly the right color.  The end result is that the color and the surface finish are one in the same.

Do Ashbury crackle glazes need to be sealed?2022-12-28T09:45:53-07:00

To create a crackle glaze, the glaze surface actually develops cracks (which do not affect the integrity of the tile).  As a result, crackle glazes are more prone to water staining in wet areas and must be sealed prior to installation.  Resealing the area should be repeated every 6 months to help prevent or delay the effects of water staining, though water staining does not affect the integrity of the tile.

Sealing is also recommended for backsplashes to help prevent staining in the cracks from food splashes while cooking.  Unsealed tile may stain.  Resealing the area should be repeated every 6 months to maintain best appearance.

See the Ashbury installation guide for complete information.

VIHARA

Should my Vihara tile be installed with the paper against the wall, or facing out?2022-12-28T09:45:53-07:00

Vihara should always be installed with the paper facing OUT (as per our installation instructions). Paper facing is used on Vihara glass because it is transparent or translucent, where mesh backing will not work. The paper is adhered with a water-soluble glue and will be removed after the mosaic has been seated into the thin-set. DO NOT install the tile with paper embedded into the thin-set.

Is the paper on the correct side of my Vihara tile?2022-12-30T10:32:02-07:00

Vihara is a paper faced product, meaning that it is installed with the paper facing out.  The paper will be removed during installation.  The FLAT side is the outside of the tile, which is attached to the paper and will be visible after installation.  The BEVELED side is the back of the tile, which will be mounted on the wall.  The purpose of the bevels is to provide more surface area to adhere to the thin set during installation.

My Vihara tile cracked when it was installed2022-12-28T09:45:53-07:00

Vihara tile is perfectly imperfect.  Surface folds and shallow cracks are to be expected with this handcrafted product.  They are a surface feature that is present before installation and do not affect the integrity of the tile.  Be aware that the handmade surface of Vihara glass tile will collect grout during the grouting process. The amount of grout “visible” after installation will depend primarily on the contrast between the grout color and tile color, how well the tiles were cleaned before/after grouting, and viewing distance.

BEFORE installing, the installer should carefully read the installation instructions.

How do I cut Vihara sheets?2022-12-30T10:30:42-07:00

INSTALLATION

What should I do when my tile arrives?2022-12-30T10:38:24-07:00

Be aware that you are responsible for determining the acceptability of the product prior to installation.  We are in no way responsible for the installation of our tiles or thereafter.

We recommend:

  1. Inspect all boxes for damage upon arrival.
  2. Inspect all tile in all boxes.
  3. Double check that you have enough tile to complete the project with some leftover. Take into account grout spacing and cuts.  If you need additional tile, do not start the installation until you have it.
  4. Hire an experienced installer who uses TCNA guidelines
  5. Make sure they have read the installation instructions
  6. We do not recommend having your tile installed before you have seen it
What grout and sealer do you recommend?2022-12-28T09:45:52-07:00

For most products, we don’t recommend specific brands. Your professional installer should be able to recommend products suitable for your installation. For Astoria we do recommend specific products. See the Astoria Technical Information sheets for specific recommendations.

I have leftover tile. What can I do with it?2022-12-30T10:36:28-07:00

If you end up with a little extra, don’t worry!  We highly recommend that you keep it. Keeping your extra tile is great insurance in case you ever need to make a repair in the future.  It will be much easier and less stressful to use your extra tile than hope we can match it years later.

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