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Ilva Spirit Zen porcelain tile

Below are answers to some of the most frequently asked questions to assist you in making your tile purchase. Our knowledgeable customer service staff is also available to help guide you through the ordering process and answer any questions you may have. You may reach them by phone at (763) 463-6449, by email at sale@ceramictileworksmn.com, or through our Contact Us form.

General

Shipping

Product Features

Installation

Care and Maintenance

General

How do I order a sample?

Please contact us to order a sample. Cut sample pieces are complimentary. These sample swatches will be cut from the original field tile, mosaic or trim item to accurately represent the product while minimizing shipping cost. Standard shipping fees do apply to sample orders: $15.00 for the first sample shipped in the US and $1.00 for each additional sample. We will contact you for payment upon receipt of your sample request. Samples of accessories are not available.
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What if I can’t find the exact style, color, or size I am looking for on your website?

We stock a wide variety of products that have been hand selected to offer our customers the most comprehensive tile selection at the best value. If you are looking for a specific style, color or size, you may also browse www.CeramicTileworksMN.com for more from Ceramic Tileworks or contact one of our experienced design consultants via the Contact Us form for assistance in selecting tile for your project.
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What is the difference between sale items and final inventory items?

The Ceramic Tileworks Sale & Closeout Room offers extremely competitive pricing on high quality tile and accessories. We keep these prices so low because all of these products are sale items or final inventory items.

Final inventory items are products that are no longer be available from our suppliers. Once this final inventory is sold out it will no longer be available. In the event that we are out of stock of a final inventory item, please refer to the We Also Recommend section at the bottom of each product page for a list of other items that may suit your style.

Sale items are products that are still available but we are now selling our excess inventory at a discounted price. 
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Are all of your products in stock?

All of the items shown on our website are stock items; however, many of the items shown on our website are final inventory. Once that final inventory is sold out it will no longer be available. For this reason, we recommend making your tile selection as early as possible and ordering a quantity of at least 10% over the needed amount to account for cuts and waste. This percentage may vary based on the type of installation and the type of material you are using.
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What is your return policy?

Sale material only may be returned within 30 days from the date of invoice with prior written approval. Material must be in its original, resalable packaging. Return shipments must be sent prepaid. All return shipping costs are the responsibility of the customer. We will not accept any freight collect shipments.

 

Final inventory, closeout, special order, installation materials, liquids, cleaners and other such material may not be returned. All sales are final.

If you have received defective or damaged material, please see below on how to make a claim.
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I think my product may be defective. How do I make a claim?

Ceramic Tileworks stands behind our products. All items should be inspected upon receipt. If any material arrives unusable, please contact us within 48 hours of receipt of your material with the following information:

  1. Original order number,
  2. A detailed description of the defect including the amount of defective material,
  3. Photos of the defect.

Upon receipt of the above information, we will contact you with 1-2 business days with more information on how the issue will be resolved. No claims will be accepted without photos.

 

DO NOT DISCARD any of the defective material or packaging.

 

Installation is acceptance of any product. Once a product has been installed, it can not be returned for any reason. Installed flooring is considered the property of the owner/installer. Ceramic Tileworks is not responsible for any product defect or damage, property damage or lost labor costs due to faulty installation.
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Shipping

How long will it take to ship my order?

Your order will be shipped from our warehouse within 2-3 business days. All small pack and LTL shipments are shipped via FedEx and can be tracked using the tracking number provided to you when your order is shipped.

 

Full truck load shipping can be arranged as needed through our shipping department.

 

We highly recommend that you do not schedule your installation until you have received your product. We cannot be held liable for failure to meet scheduled install dates due to delivery.
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Can I pick up my order at your warehouse or arrange my own freight?

Yes; you are able to select the pick up in store option when placing your order. You will be notified when your order is ready for pick up at our warehouse within 2-3 business days. Our warehouse is located at 11225 86th Avenue North, Maple Grove, MN 55369. You must provide a copy of your online sales receipt and a picture ID at the time of pick up.
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Am I able to ship my order outside of the US?

All products are available for sale and shipment in the continental US only.
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What do I do if my material arrives damaged?

Ceramic Tileworks stands behind our products; however, damage can happen during shipping due to the fragile nature of many of our items. All items should be inspected upon receipt. If any material arrives unusable, please note the damage on the proof of delivery form provided by the delivery driver and contact us within 48 hours of receipt of your material with the following information:

  1. Original order number,
  2. A detailed description of the defect or damage including the amount of damaged material,
  3. Photos of the damage.

Upon receipt of the above information, we will contact you with 1-2 business days with more information on how the issue will be resolved. No claims will be accepted without photos.

 

Never refuse a shipment. Refusing a shipment will incur additional return shipping charges which will be the responsibility of the customer to pay.

 

DO NOT DISCARD any of the damaged material or packaging. Once reported, the damaged material is the property of the carrier, by law, and they have 120 days to decide if they wish to inspect, pick up or advise to discard the damaged material. Ceramic Tileworks cannot be held responsible for any damages or shortages. The carrier is responsible once the product leaves our possession.

 

Installation is acceptance of any product. Once a product has been installed, it can not be returned for any reason. Installed flooring is considered the property of the owner/installer. Ceramic Tileworks is not responsible for any product defect or damage, property damage or lost labor costs due to faulty installation.

 

Please note that due to the fragile nature of our products we recommend purchasing an additional 10% of material to allow for cuts and waste. Almost all installations require cut pieces. A piece is not considered damaged unless it is broken into a piece smaller than can be used for a cut in your installation pattern.
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Product Features

Is your material first quality?

All of the items we sell are first quality unless otherwise noted. We deal primarily in first quality products; however, there are a few items in our catalog that are within industry standards, but do not meet our high quality expectations for first quality material. These items are noted as such.
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How does tile compare to other flooring options?

Porcelain and ceramic tiles are the natural choice for sustainable design and long-term value. With an expected life of 50+ years, porcelain and ceramic tile products are among the longest lasting types of floor finishings available. Compare that to laminate or man-made hardwood with a 25 year expected product life, VCT with a 10 year expected product life or carpet with a 6 year expected product life. Porcelain and ceramic tiles also have the lowest per year cost compared to other flooring types when factoring in installation, maintenance and removal costs per TCNA life-cycle study.
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What is the difference between ceramic and porcelain tile?

Porcelain tiles are also ceramic tiles, but porcelain tiles have more specific technical properties that differentiate them from other ceramic tiles. Porcelain tiles are made using finer materials and are fired under intense pressure and temperature so they are very dense. This makes them stronger and more durable than ceramic tiles. Porcelain tiles are defined by a water absorption rate of 0.5% or less. Non-porcelain tiles have a water absorption rate of more than 0.5%.
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What does shade variation mean?

The shade variation of tile refers to the amount of variation in color tone within a single colorway. The shade of all tiles varies to some degree from piece to piece and from production run to production run. Many collections are designed to have a great deal of variation as part of the visual design. The shade variation of tile is rated as follows:

  • V1 = Uniform Appearance
  • V2 = Slight Shade Variation
  • V3 = Moderate Shade Variation
  • V4 = Random Shade Variation
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What is the difference between a pressed edge and a rectified edge tile?

Tiles with a pressed edge are tiles that have been manufactured using standard pressing processes that result a slight curving on the edges of each tile. The amount of rounding will vary between manufacturers. First quality tiles with pressed edges have an acceptable variation in size; therefore, a wider grout joint is recommended to allow for this variation in tile size.

 

A rectified tile is manufactured as a pressed edge tile and is then cut down to a more precise size. The result is an edge that is straight rather than rounded and tiles with very little size variation. Often rectified tiles may be installed with a smaller grout joint because of this more consistent sizing.
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How do you state tile sizes?

The size of all our items is stated as a nominal size, such as 12” x 24”. The actual size of the tile may be 3% smaller or larger than the nominal size stated, per industry standards. Ceramic Tileworks Sale & Closeout Room is committed to customer satisfaction so we also provide the approximate coverage per unit based on the actual size of the item to ensure that you have the details you need to make your project a success.
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Installation

How do I determine how much tile to order?

As a general rule you should calculate the size of the space you will be covering in square feet and add 10% to allow for cuts and waste. If you are installing a complicated pattern it is best to add 15% for cuts and waste. To assist you in ordering, each product on our website includes a Tile Coverage Calculator to determine the estimated purchase quantity needed based on the square footage of your space and the percentage of waste you would like to include.
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Do you sell other installation products and tools?

In addition to the accessories included on this site, we offer a comprehensive line of installation products and tools. Please contact us for more information and assistance in selecting the correct products and tools for your installation.
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What grout joint size should I use for my installation?

The common practice today is to use a grout joint spacing of 1/8” to 3/16”; however, grout joint size is a personal decision based on aesthetic. Keep in mind that the edge and size of the tile you select for your project will also affect the grout joint size you should use.
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Care and Maintenance

How do I clean my tile?

Ceramic and porcelain tile require little maintenance. You should select a pH neutral cleaner designed for tile and stone care as a general cleaner. We offer DuPont® Stone Tech care and maintenance products. Please contact us for more information on the purchase of these items.
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My grout is dirty. How do I clean it?

Grout maintenance is important. Dirty grout may require use of an intensive acidic cleaner designed to remove deep dirt and restore grout color. After cleaning, the floor must be cleaned with clear water, allowed to dry and grout must be resealed for proper protection. We offer DuPont® Stone Tech care and maintenance products. Please contact us for more information on the purchase of these items.
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For answers to any other questions we have not covered here or for assistance in ordering material, please contact our knowledgeable customer service staff. You may reach them by phone at (763) 463-6449, by email at sale@ceramictileworksmn.com, or through our Contact Us form.