FREQUENTLY ASKED QUESTIONS
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.
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.
*PLEASE NOTE: Each product page is equipped with a helpful calculator to ensure you order the exact amount needed for your project. No manual calculation necessary; let us do the work for you! Just click the “How Much Do I Need?” button located to the left of the quantity entry box.
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?
-Immediately after your order is placed, you will receive a confirmation email with the details of your order and a receipt.* Orders are processed, packaged and shipped within 3 to 5 business days of order placement. 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. We will contact you, first by email, then by phone, if any unforeseen change to your order status occurs. Please feel free to contact us via phone or email at any time during this process to check the status of your order. We’re here to help!
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, mesh-mounted mosaics are sold by the sheet, and all other products are sold by the carton.
How are your products priced?
-Generally, mesh-mounted 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.
What is “shade variation”, and how does it affect each product?
-Shade variation is simply a term used to describe the scale of color, texture or pattern uniformity in a given product. There are four tiers:
Does my computer monitor affect the shade of the products I’m viewing?
–Shades of color are seen differently on computer monitors and therefore customers should request a sample before making a final selection or purchase. Shade variation is an inherent part of all tile production. Prior to any installation, a range of tiles should be approved by the customer. No claims for shade or texture variation will be honored after installation.
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! Any additional samples are $1.99 ea, plus shipping.
How soon will I receive my sample?
-Sample orders received before 230PM CST are processed and shipped via Priority USPS the same day. Any requests received after the cut-off are packed and shipped the next business day.
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 to 5 business days between order placement and order shipment. Some may ship sooner depending on availability. You will receive a total of three notification emails during the ordering process.
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 charges are based on a flat-rate system.
Does TAC offer expedited shipping?
-Most orders will arrive 5 to 7 business days after the order was placed. If your order requires LTL palletization, then delivery time can increase.
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; this only applies to products that have not been installed. 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.
What if my order arrives, and there are broken pieces?
-If your order arrives in anything less than perfect condition, we will replace any broken pieces at no cost to you. All we require is notification, and a picture of the broken material, so we can file a claim with the carrier.