Frequently Asked Questions
We are an ecommerce company, selling directly from our website to both professional partners and homeowner clients. We do not work with local reps or any authorized suppliers. While we do not have a showroom, samples are available for order – we encourage everyone to order samples before placing full orders. Our samples ship quickly and we are reachable by phone or email with any questions about the tile. We offer free full order pickup at our Los Angeles area warehouse, though this location is otherwise closed to the public.
On any product page, you can select the tile’s color and size (when applicable) for the tile, then add the sample to your cart. Clients may order up to ten samples total. It is our pleasure to offer five complimentary samples and additional samples begin at $3 each. Shipping rates are determined by the quantity of samples in the delivery. Sample orders typically ship within 2-3 business days via UPS or FedEx ground shipping.
We encourage all clients to order samples prior to placing a full order, as it is important to review the tiles in person to best experience the materials’ colors and textures. We strongly recommend viewing samples in the actual installation space to best evaluate tone due to the specific lighting. We make every effort to ship all samples in the same shipment, but some samples may ship separately if certain tiles are out of stock at the time the order is placed. For additional questions regarding samples, please email info@ziatile.com.
All clients are fully responsible for order quantities, based on accurate measurements and overage preferences. We strongly recommend 15% overage for any tile, to ensure there will be adequate material to complete the installation as desired. While each line has some level of variation, we recommend adding 20% overage for the most uniform appearance, allowing for additional tiles that may fall outside of the desired control range. Please consult your tile installer to ensure that your measurements and overage calculations are correct.
A full order will ship once all tiles are in stock at our Los Angeles area warehouse. Orders with multiple lead times will not ship until all tiles are available to ship together. Be sure to check the lead time on all tile selections before placing your order, and account for the longest lead time listed. All lead times reference the estimate when the tiles arrive at Zia’s warehouse, not when they would be delivered to clients. Please contact us if you are interested in separating an order and arranging for multiple shipments.
Shipping time from the warehouse to your destination is determined by our partner carriers and can range from 1-14 business days, depending on the end location. Our team will provide a more specific shipping timeline once your order is ready to ship. While we do our best to give the most accurate lead times, these are approximate timelines that are subject to change based on global shipping and logistics considerations. We make every effort to meet or reduce lead times where possible, but there are no guarantees due to the nature of international logistics.
In Stock tile orders typically ship within two business days of order placement.
In Transit tile orders will ship once the tiles arrive at our warehouse, and we note estimated lead times on the individual tile pages.
Special Order tiles are custom-made for each project. All special order lead times are estimated production timelines.
Cement Special Order: 10-12 week lead time
Cotto Special Order: 11-15 week lead time
Zellige Special Order: 13-17 week lead time
All standard orders ship throughout the U.S. and Canada using LTL trucking providers, with curbside delivery only. The LTL trucking company that is contracted to deliver your order will contact you directly to arrange a date and time for curbside delivery. All deliveries are made on a pallet and each tile box weighs 35-55 lbs, so please consider assistance in moving boxes at the time of delivery. The delivery driver must leave the order at the curb.
Please note, all shipping timelines provided by LTL carriers are estimated delivery ranges. The carrier will call you to schedule a delivery date and timeframe once the shipment arrives at their local delivery terminal. Please ensure you list the best contact phone number on your order, and that you are careful to look for email updates. If the carrier is unable to reach you within 24 hours after your shipment arrives at their local delivery terminal, they will begin charging daily storage fees until the delivery appointment date. We will do everything we can to help move this process along for you, but unfortunately, these are carrier-imposed fees.
Upon delivery, all customers are responsible for inspecting their tile shipments for shortages or damages. Please take extra time to ensure this is done immediately and thoroughly, in order to avoid any costs with replacements. Any issues with the shipment must be photographed and noted with the delivery driver, on the shipping documentation, in order to initiate a claim. We ask that you then please contact Zia Tile as soon as possible, within 48 hours of delivery, and include both photos and a written description of any damage. Issues identified after the 48 hour timeframe are the responsibility of the client, as carriers will not process claims after that time. We will work to replace any items lost or damaged in transit as quickly as possible.
Any missed deliveries or delivery refusals will result in storage and redelivery fees paid to the trucking company.
Free pre-scheduled pickup appointments are available for full orders only, as we do not offer sample order pickup. Pickup hours are offered by appointment only, Monday-Friday from 8 am-3 pm.
If you've placed a pickup order, someone from our team will reach out when your order has been processed and your tiles are ready for pickup. Our warehouse requires a pickup appointment be scheduled two business days in advance, so please schedule a date and time that works for you and contact us with any questions.
The warehouse address and hours are listed below, for reference. Once you have scheduled your pickup appointment, it is very important to arrive on the scheduled date as the warehouse will charge a $30 holding fee for each subsequent day the order is staged at the dock door and not picked up.
ZIA WAREHOUSE ADDRESS:
**New location**
8457 Eastern Ave
Bell Gardens, CA 90201 (Dock Door 8)
Appointments Only
Pickup Appointments: Monday-Friday, 8am-3pm
All Zia Tile sales are final once payment is processed. We cannot process refunds or exchanges beyond six hours of order receipt, as inventory is allocated to each customer based on the time the order is placed. Special Order tiles can never be cancelled or changed, as these tiles are custom-made per project and production may begin at any time once the order has been processed. After delivery, Zia Tile does not accept any returns of opened or unopened boxes of tile, as we cannot guarantee the quality of our materials once they have left our warehouse. This allows us to take full responsibility for the quality of each of our tile boxes and ensure our clients receive only pristine tiles with every order. Of course, if you are missing tiles or received damaged materials, please reach out immediately upon delivery so we can address any issues.
All sales are final once payment is received. There are no refunds or exchanges after six hours of order receipt, as inventory is allocated to each customer based on the time the order is placed. Special Order tiles can never be cancelled or changed, as these tiles are custom-made per project and production may begin at any time once the order has been processed.
Zia Tile does not accept any returns of opened or unopened boxes of tile as we cannot guarantee the quality of the tiles once they have left our warehouse.
All payments are processed online; we do not accept payment over the phone. If you are not able to process your payment on our website, please email info@ziatile.com or call us at 310-844-1170 and we can send a custom order invoice via email. Sales tax is approximate until the shipping destination is entered and the final total can be calculated. Shipping costs are charged with each order, unless complimentary order pickup has been arranged with the LA Warehouse. Any changes to orders, shipping dates, and/or shipping methods may result in additional costs that will be determined at the time of the change request.
