FAQ - Thomas Avenue Ceramics
1-888-302-2558

FREQUENTLY ASKED QUESTIONS

GENERAL:

How do you measure for square footage?
When measuring for floor tile the rule is:
Length x Width + Waste = Amount Needed
Waste Factor will vary based upon tile size, layout, configuration of room, patterns, etc. Typical waste factor is about 10%.
Add 15% for tile being installed diagonally or for a room with lots of jogs and corners. These installations will require more cuts and thus more waste.
Example:
Actual room size 8ft 7 in x 5 ft 2 in
If you convert to inches:
Actual room size:
103 in x 62 in 103″ x 62″= 6386 inches / 144 (1 sf) = 44.50sf + waste factor (44.50 x 1.10) = 49 sf
The same method is used when measuring walls. Measure the area to be tiled on each wall. Add them together and figure the square footage.
Add your waste factor and this is the amount needed.

What methods of payment do you accept?
-We accept Visa, MasterCard and PayPal. At this time we do not accept American Express

Do you charge sales tax?
-Yes, based on state and location.

Do your products carry a manufacturers warranty?
-Yes, all products come with a full manufacturers warranty.

What to expect after you place an order?
-Orders are processed, packaged and shipped within 3 to 5 business days. You will receive an additional email within that timeframe confirming order shipment and providing tracking information.

*PLEASE NOTE: Large orders may require palletization. If this applies to your order, additional information will be provided in the shipment confirmation email to set up a delivery window with the freight carrier directly. This ensures your order arrives safely and expeditiously. If you have any questions or concerns, please don’t hesitate to contact us.

How do I check the status of my order?
-You will receive an email confirmation after checkout, in addition to a shipping confirmation and tracking number as soon as your order has shipped.

Does TAC accept orders over the phone?
-Yes! Please feel free to call one of our friendly and knowledgeable customer service personnel to place your order over the phone.

How are your products sold? 
-Generally,  mosaics are sold by the sheet, and all other products are sold by the carton.

How are your products priced? 
-Generally,  mosaics are priced by the sheet, and all other products are priced by the square foot.

Is there a minimum order quantity requirement?
-Yes, but this varies by product.

What if I place an order after hours or weekends?
-If an order is placed outside of normal business hours, then processing begins the next business day. You will always receive an immediate order confirmation.

 

PRODUCT INSTALLATION & MAINTENANCE:

I need the tools necessary to install your products. Do you sell them? 
-Yes! All the tools required to install any product on our site are available in the “Installation Tools” section.

Are installation instructions available for grout and mortar?
-Yes. Please download THIS document for detailed installation instructions.

Are care and maintenance instructions available for your products?
-Yes. Please download THIS document for care and maintenance instructions on all Thomas Avenue Ceramics products.

 

PRODUCT SAMPLES:

How are your products sampled?
-In most cases you will receive a small swatch or cut piece of material mounted to a board and accompanied by all pertinent product information.

Is there a limit on how many samples I can order?
-No, we do not restrict sample order quantities.

How much does a sample cost?
-Your first 3 samples are free, including shipping! Any additional samples are $1.99 ea.

 

SHIPPING:

How will my order ship?
-Orders that require pallets will ship via preferred freight carriers. Smaller orders will ship via UPS. Customers will be notified via e-mail as soon as their order has left the warehouse.

How soon will my material ship after I have received an order confirmation?
-In most cases, please allow 3-5 business days between order placement and order shipment. Some may ship sooner depending on availability.

Does TAC offer premium-shipping options?
-For our most discerning customers, we offer a “White Glove” shipment option. This package includes customer specified delivery windows, expedited shipping where possible and the off-loading of material by hand and placed in any specified location. *Requires previous set-up by phone.

How is the cost of shipping calculated?
-Shipping is calculated based on weight and distance. If you have specific concerns, or the destination requires special handling, please contact our customer service department for further assistance.

Does TAC offer expedited shipping?
-Absolutely! We offer our customers several shipping options to ensure your order arrives when you need it.

What are the charges associated with premium shipping options?
-Quotes can vary from one situation to another. We maintain a longstanding relationship with some of the finest freight carriers available, and will work with customers if there are unique obstacles to shipment arrival. Please contact the TAC Customer Shipping Assistance line for further assistance.

Does TAC ship internationally?
-At the present time, we only service the continental United States and Canada.

Can I pick up my order at a local freight terminal?
-Yes, our carriers allow for terminal pickup. Please specify “Terminal Pickup” at checkout.

Do I need to be present at the time of order delivery?
-UPS shipments do not require an individual to be present at the time of the delivery. However, if your shipment is large pack/LTL, someone will need to be present at the time of delivery to provide a signature and inspect the packing list.

What should I do when my order arrives?
-It is important to inspect your order to ensure there has been no breakage and all material is accounted for.

RETURNS & EXCHANGES:

What is your return policy?
-TAC offers a 30-day, no questions asked return policy. However, there is a 25% re-stocking fee and the customer is responsible for the return shipping.

What if I need to cancel my order?
-Order cancellations must occur within 24 hours of order placement. If the window is exceeded, the standard return rates apply.

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