1. Browsing & Product Questions
What kinds of tiles do you carry?
We specialize in high-quality porcelain and ceramic tiles sourced directly from Spain and Italy. Our range includes subway tiles, large-format porcelain tiles and slabs, pavers, mosaics, and decorative accent tiles. Every product in our collection is A+ grade — hand-selected, with full technical certifications.
What are your most popular tile sizes?
For large-format porcelain, our top sellers are 24”x48”, 16”x48”, 18”x48”, 12”x36”, and 12”x24”. Subway and mosaic tiles come in a variety of sizes too. If you’re not sure what size works best for your space, just tell us the room and we’ll help you narrow it down.
What does “large format” tile mean, and is it harder to install?
Large format tiles are generally anything over 18” on the shorter side. They give spaces a cleaner, more open look with fewer grout lines. They do require a flatter substrate and a skilled installer — we always recommend a professional for large format. If you’d like a referral, we’re happy to help connect you with someone in your area.
How do I know which tiles are right for my project?
The best starting point is knowing where the tile will go: floor or wall, indoors or outdoors, wet or dry area. Each product page lists the key specs — slip resistance (DCOF), water absorption, frost resistance, and PEI rating — so you can match the right tile to your application. Not sure how to read the specs? Just ask and we’ll walk you through it.
Do you have a tool to help me visualize tiles in my space?
Yes — we have a Room Visualization tool right on our website. You can see how different tiles look in a room setting before committing. It’s a great way to compare styles and colors. You can also order samples ($2 each) to see the tiles in person with your actual lighting and finishes.
What’s the difference between porcelain and ceramic?
Porcelain is denser, less porous, and more durable — ideal for floors, high-traffic areas, and outdoors. Ceramic is a bit softer and typically used for walls or light-duty floors. Both can look beautiful; the choice usually comes down to application and budget. We’ll always make sure you’re getting the right tile for where it’s going.
2. Samples
How does the sample program work?
Samples are $2 each, and they come in sizes from 4”x4” to 4”x12” depending on the tile. You can order up to two samples per tile style. Once they arrive, you can check the color, texture, and finish in your actual space before placing a full order. We strongly recommend sampling before committing to a large quantity.
Can I order more than two samples of the same tile?
For retail customers, the limit is two samples per tile. Trade account holders have expanded access. If you’re a designer, architect, or contractor, you can apply for a trade account and unlock more flexibility on samples along with other benefits.
How long do samples take to arrive?
Samples ship quickly — typically within 2–5 business days via standard shipping. You’ll get a tracking number once your order ships.
Are samples refundable?
Samples are non-refundable, but at $2 each they’re a low-risk way to make sure you love the tile before ordering in full. Consider it a small investment toward getting your project exactly right.
I ordered samples and love the tile — what’s next?
Great news! When you’re ready to order, just let us know the tile and your square footage. We’ll help you calculate the right quantity (we recommend adding 10–15% for cuts, waste, and future repairs), confirm stock availability, and guide you through checkout. If your order qualifies for a volume discount, we’ll make sure you get it.
3. Ordering & Pricing
Is there a minimum order quantity?
No minimum — you can order as little as one box. That said, we always recommend ordering all the tile you need for a project at once to ensure dye lot consistency. Running short later and needing a reorder can result in slight color variation.
How do I figure out how much tile I need?
Measure the square footage of the area you’re tiling, then add 10–15% for cuts, waste, and overage. For complex patterns or large format tiles, lean toward the higher end. We’re happy to help you calculate if you share the dimensions.
Do you offer discounts for large orders?
Yes. Orders of $10,000 or more qualify for additional discounts plus free shipping. If you’re a designer, architect, contractor, or builder, you can also apply for a trade account and get special tier discounts on every order.
How does your trade account work?
Trade accounts are available to designers, architects, builders, and contractors. Benefits include 10–15% off MSRP, expanded sample access, priority support, early access to new collections, and no minimum order requirement. Apply on our website and we typically activate accounts within one business day.
Do you do custom or commercial quotes for large projects?
Absolutely. For commercial projects 3000+ sq ft, we put together custom quotes with project-based pricing. Reach out with your project details — scope, timeline, tile preferences — and we’ll get back to you quickly.
Can I place an order over chat, or do I need to go through the website?
You can browse and purchase directly on tileon.com. If you have questions before placing your order, or if you’d like help selecting the right product, we’re here to assist. For trade accounts or commercial quotes, just reach out directly and we’ll handle it personally.
4. Shipping & Delivery
Where do you ship from, and how long will it take?
We ship from warehouses in New York and New Jersey. Standard delivery is 2–8 business days depending on your location. Orders placed before 12 PM EST are typically processed the same day.
Do you ship nationwide?
Yes, we ship to all lower 48 States. For Alaska, Hawaii, Pureto rico & Virgin Islands contact us for a custom quote on orders & shipment quotes.
What carriers do you use?
We ship smaller orders via UPS and larger freight shipments via LTL common carriers. You’ll receive a tracking number once your order ships.
What is curbside delivery?
For freight shipments (typically large or heavy orders), delivery is curbside — meaning the carrier drops off at the curb or end of your driveway. You’ll be responsible for bringing the tiles inside. Please make sure you have help available on delivery day. If you need inside delivery, let us know in advance and we can explore options.
Can my order ship in multiple packages?
Yes, large orders may ship in multiple packages or pallets. They won’t necessarily arrive at the same time, but you’ll have tracking for each shipment.
Do you offer expedited shipping?
Yes, expedited shipping is available. Reach out before placing your order and we’ll confirm availability and cost based on your location and order size.
Can you hold my order at the warehouse before shipping?
We can store your order free of charge for up to 15 days. If you need longer storage, fees may apply — just let us know your timeline when placing the order.
5. Dye Lots & Product Variation
What is a dye lot, and why does it matter?
Tiles from the same production run share the same dye lot, which ensures color consistency across boxes. Even tiles with the same SKU can have subtle color shifts between different production runs. This is normal for natural and handcrafted materials — it’s not a defect. To avoid mismatches, always order all the tile you need at once.
My tiles have some color variation between pieces — is that normal?
Yes, completely normal. Natural tile variation is a sign of authentic craftsmanship, not a quality issue. Our tiles are rated V1–V4 for shade variation (V1 = very uniform, V4 = high variation). The rating is listed on every product page so you know what to expect before you order. Mixing tiles from different boxes during installation also helps blend variation naturally.
What if I need more tile later and I’m worried about matching?
This is exactly why we recommend ordering 10–15% extra upfront. If you do need more later, contact us with your original order number and we’ll do our best to match the dye lot. We can’t always guarantee an exact match, but we’ll be transparent about what’s available.
What does the V-rating system mean?
V1: minimal variation — tiles are nearly identical. V2: slight variation — subtle tone differences. V3: moderate variation — noticeable variation between pieces. V4: substantial variation — high natural variation, common in handmade or textured tiles. Higher V-ratings tend to give a richer, more natural look. The rating for each tile is on the product page.
6. Damage Claims & Issues
My order arrived damaged — what do I do?
We’re sorry to hear that. Please document the damage with photos and report it to us within 72 hours of delivery. Send the photos to info@tileon.com along with your order number and we’ll arrange a replacement within 24 business hours. Do not install damaged tiles — installed material is considered accepted.
What if I only notice damage after opening the boxes?
If damage isn’t visible from the outside, it may be internal packing damage. Still report it within 72 hours of delivery with photos. The 72-hour window is important — claims reported after that window are harder to process.
How common is shipping damage?
Tile shipping damage happens in about 4% of orders. All orders are fully insured, so when damage does occur, we make it right. Our team responds to damage claims within 24 business hours.
What if I receive the wrong product?
Let us know right away. Send your order number and a photo of what you received to info@tileon.com and we’ll correct it as quickly as possible.
7. Returns & Cancellations
What is your return policy?
Returns are accepted within 45 days of delivery. Tiles must be unused, in their original packaging, and returned in full boxes. A 15% restocking fee applies (up to 25% on select products). Shipping charges are non-refundable, and return shipping is the customer’s responsibility.
What items can’t be returned?
Samples, installation supplies, closeout items, and custom or special orders are non-returnable. If you’re unsure whether your item qualifies, just ask before returning.
How do I start a return?
Reach out to us at info@tileon.com with your order number and the reason for the return. We’ll confirm eligibility and walk you through the next steps. Once we receive and inspect the returned items, refunds are processed within 7–10 business days.
Can I exchange tiles instead of returning them?
Yes, exchanges are accepted within 45 days. The same conditions apply — unused, original packaging, full boxes. You’ll be responsible for return shipping and the restocking fee. Once we receive the return, we’ll ship the replacement.
Can I cancel my order?
Yes, with a few conditions. Cancellations before packing incur a 5% fee. After packing has started, the fee is 15–25%. For custom or special orders, a 50% cancellation fee applies once production begins, and the order becomes final once it ships. If you need to cancel, contact us as soon as possible.
What if I want to cancel a custom order?
Custom orders are made specifically for you, so cancellations after production begins incur a 50% fee. Once the order ships, it’s considered final. If you have concerns, reach out to us early — the sooner we know, the more options we’ll have.
8. Installation & Technical Guidance
Do you offer installation services?
We don’t install directly, but we maintain a referral network of trusted professional installers and contractors. If you’re looking for someone in your area, let us know and we’ll see if we can connect you.
Can I install the tiles myself?
For many standard tiles, yes — especially subway tiles and smaller formats. Large format tiles (anything over 24”) require more skill, specialized tools, and a very flat substrate. We’d recommend a professional for those. Regardless, always inspect tiles before installation — once tiles are installed, the material is considered accepted.
What do I need to check before installation?
Inspect every tile before installation. Look for cracks, chips, or significant defects. Mix tiles from multiple boxes to blend natural variation. Make sure your substrate is level, clean, and dry. If you’re unsure about any technical requirement, check the product data sheet or reach out to us.
Do I need to seal my tiles?
It depends on the tile type. Most porcelain tiles are very low porosity and don’t require sealing. Some natural stone or textured tiles may benefit from it. Check the product page or ask us and we’ll give you a straight answer based on the specific tile.
What grout should I use with these tiles?
We don’t sell grout, but we’re happy to guide you. The right grout depends on your joint width, tile type, and setting (wet area, floor, wall, etc.). Share those details and we’ll point you in the right direction.
What does DCOF mean and why does it matter?
DCOF stands for Dynamic Coefficient of Friction — it measures how slip-resistant a tile is when wet. A DCOF of 0.42 or higher is recommended for wet floor areas. It’s listed on every product page. If you’re tiling a shower floor, pool area, or outdoor space, always check this spec first.
9. Stock & Availability
How do I know if a tile is in stock?
Stock status is shown on each product page. If you need to confirm availability before placing a large order, reach out and we’ll check our warehouse levels for you.
What happens if my tile goes on backorder?
If any part of your order is backordered, we’ll notify you right away with an updated shipping timeframe. Backordered items may ship separately or together with the rest of your order, depending on timing. We’ll keep you updated throughout.
Can I reserve stock before I’m ready to order?
We can’t formally hold stock, but we can give you a real-time availability check and flag any supply concerns so you can plan ahead. For trade customers or large orders, reach out directly and we’ll work with you on timing.
Do you restock discontinued items?
Not always. Some collections are exclusive or limited, and once they’re gone, they may not come back. If you’re interested in a specific tile and you’re not ready to order yet, let us know — we can tell you how much stock remains.
10. Trade Accounts & Professionals
I’m a designer — how do I get trade pricing?
Apply for a trade account on our website. We activate most accounts within one business day. Trade pricing ranges from 10–20% off MSRP, with expanded sample access, priority support, and early access to new arrivals.
I’m a contractor working on a large renovation — do you offer project pricing?
Yes. For large orders ($10,000+), you qualify for 10% off plus free shipping automatically. For commercial projects 3000 sq ft or more, we put together custom quotes. Get in touch with your project details and we’ll take care of you.
Does the trade account have a minimum order requirement?
No minimum order — same as our retail customers. You get all the trade benefits without being locked into buying a certain quantity.
How fast can I get samples as a trade account holder?
Trade accounts get expanded sample access, and samples ship quickly — typically within 2–5 business days. We know project timelines move fast, so we try to get them to you as soon as possible.
I refer clients to you regularly — is there any kind of referral program?
Yes. We have a designer referral and trade partner program that rewards you with store credit (3–5% of referred order value) after each successful referral. High-volume referrers are eligible for our Specifier VIP tier with additional benefits. Reach out to us directly to get set up.
For anything not covered here, reach out to us at info@tileon.com — we respond within 5–10 minutes during business hours.