Question 1

Do you have a showroom?

Accepted Answer

We are an e-commerce company and we do not have a showroom or a network of authorized suppliers. We sell direct to consumer and we encourage you to order samples before placing full orders. We do offer free pickup from our Los Angeles warehouse on all full orders, but our warehouse is otherwise closed to the public.

Question 2

How do I order samples?

Accepted Answer

You can select "Request a Sample" on each tile product page and adjust the number of samples per tile once they are in your cart. We have a maximum of 4 samples per tile, and customers may order up to 10 samples total. The first 5 samples are complimentary, and subsequent samples are $3 each and shipping is $8 for every 3 tiles shipped. Our samples typically ship 2-3 business days after order receipt via UPS or FedEx ground shipping. For standard sample shipping time, please see the map of estimated transit days below.

We encourage all customers to order samples, as it is important to compare tile selections in real life. We always recommend viewing samples in the actual space where you plan to install to help evaluate color, texture, and lighting in your space prior to placing an order. We make every effort to ship all samples in the same shipment, but some samples may ship separately if specific samples are out of stock at the time the order is placed. For additional questions regarding samples, please email info@ziatile.com.

Question 3

How much overage should I order?

Accepted Answer

All customers are solely responsible for providing measurements and quantities needed for each order. In addition, all customers are strongly advised to order 15% more tile than necessary, to ensure that enough product is on-hand to successfully complete the installation. For a more uniform look, we recommend increasing the total to a 20% overage and discarding any tiles that fall outside of the desired control range. Please consult your tile installer to ensure that your measurements and overage calculations are correct.

Question 4

When will my order ship out?

Accepted Answer

Your full order will ship together once all tiles are in stock in our 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 the tiles you are ordering before placing your order. Please note, all lead times are noted until your tiles arrive to our warehouses and do not include shipping time. Shipping time from our warehouse to you is determined by the carriers, and can range from 1-14 business days, depending on where your shipping address is located. 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 congestion. We will make every effort to meet or reduce lead times where possible, but there are no guarantees due to the custom nature of the manufacturing process and inherent challenges with international logistics.

In Stock tile orders typically ship out within 2 business days of order placement.

In Transit tile orders will ship once the tiles arrive to our warehouse, each in transit tile will have different lead times based on when we expect to restock those tiles. Please note, we do reserve incoming tiles, so to make sure we have enough tiles to fulfill your order, we recommend placing orders as soon as you have your final order quantities rather than waiting for the tiles to come back in stock.

Special Order tiles are made to order per project, and all special order lead times are estimated production timelines.

Cement Special Order tiles typically have about a 10-12 week lead time
Zellige Special Order tiles typically have about an 11-15 week lead time
Cotto Special Order tiles typically have about an 11-15 week lead time

Question 5

What should I know about shipping?

Accepted Answer

All standard orders ship throughout the US and Canada using LTL trucking providers, and are 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, as the delivery driver must leave the order at the curb only.

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 to their local delivery terminal.

Please make sure you list the best contact number on your order. 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.

During delivery, all customers are responsible for inspecting their shipments for shortages or damages, and noting those damages with the driver at the time of delivery. Any issues with the delivery must be photographed and noted with the delivery driver on the shipping documentation in order to initiate a claim. Next, please contact Zia Tile as soon as possible, no later than 48 hours after delivery. We will work to replace any items damaged in transit as quickly as possible! Issues identified after the 48 hour time frame are the responsibility of the customer, as carriers will not process claims after that time.

Please include photos and written documentation of any damages when requesting replacements. Please take extra time to ensure that this is done effectively during delivery in order to avoid any costs associated with replacement material for your order. Any missed deliveries or delivery refusals will result in storage and redelivery fees paid to the trucking company.

Question 6

Can I pick up an order at your warehouse?

Accepted Answer

We are excited to offer free Pick up/Will Call from our Los Angeles Warehouse to help our local customers save on shipping costs! Because our stock tiles are ready to ship from multiple warehouses around the country, we are not able to guarantee that all stock tiles will be ready for pick up in Los Angeles at the time of order placement. Your tile may take an additional 1-3 weeks to be transferred free of charge from one of our auxiliary warehouses to our Los Angeles warehouse prior to your will call appointment. If you have any questions regarding your tile pick up availability, please reach out to our team at (310) 844-1170 or at info@ziatile.com. We are happy to discuss shipping rates or alternate options to ensure you meet your project deadline.

Free pick up appointments are for full orders only, we do not offer sample order pick up. The pickup hours are by appointment only, Monday-Friday from 1-4pm.

After you've placed your order through our website, 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 2 business days in advance, so please let us know what day you want to schedule your pickup. You can respond to your confirmation email, email orders@ziatile.com with your order number, or call us at 310-844-1170 to get this scheduled.

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:

1100 E. 5th Street #A

Los Angeles, CA 90013

Pickup Appointments: Monday-Friday, 1-4pm

Question 7

Can I return or exchange my tiles?

Accepted Answer

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 exchanged, 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've left our hands. That means we do not sell tile that has left our possession to other customers, so you can be assured you are receiving pristine product with every order.

Question 8

What are the terms of sale?

Accepted Answer

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 exchanged, 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've left our hands.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 let us know by emailing us at info@ziatile.com or call us at 310-844-1170; our team is happy to email a custom invoice for your order to you. Sales tax is estimated until final checkout, and is applied to your order payment. Shipping costs are charged with each order, unless 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.

Question 9

Can I place my order over the phone?

Accepted Answer

While we are thrilled to speak with you about any tile or order questions that you may have, unfortunately we are not able to accept payment over the phone. The best way to place your order is through our website by visiting the product page for the tiles you'd like to purchase.

Question 10

What is standard for zellige tile variation?

Accepted Answer

Each hand-cut zellige tile is unique, containing subtle variation in both color tone and precise size. Crazing, pits, corner chips, and small hairline cracks are expected with zellige tile and are an important part of their coveted natural aesthetic. For customers new to zellige tile, these imperfections can be surprising as they are unlike any other tile. It is important to be prepared in advance and work with an experienced installer that knows how to properly install zellige. After grout is complete with any zellige installation, these natural characteristics and uneven edges create the charm of authentic Moroccan zellige. For more information on what to expect with Zellige tiles, take a look at this article!

Question 11

What are the trim or finishing options?

Accepted Answer

We do not carry any trim or finished edge tiles.Regarding trim/edges, what the vast majority of our customers do when installing their tile is to bring the drywall flush with the finished surface of the tile. We also recommend installing the tile floor to ceiling (or cabinet to ceiling) as there’s no need to deal with an exposed edge (and it also looks fantastic).If you have an exposed edge with your design, we recommend mitering the tile; your tile installer should be very familiar with this. The tile edge is cut at an angle and then a corresponding piece of tile is cut to fit the triangular gap left on the edge. This will mimic a finished trim piece and can easily be done on site to get the finished look without ordering custom trim.If you do require trim, we recommend Schluter strips, which can be found in the link here. If you hit the “configure to price” button on their website you can adjust the depth of the Schluter strip to fit your needs.

Question 12

What do I need to know for an international order?

Accepted Answer

Please contact us for a custom freight quote if you would like your order to ship outside the continental US. It is important to note, our shipping costs for international orders do not include duties, tax, and/or customs clearance, and you will need to coordinate customs clearance with a broker. You will need to provide the name, email, and phone number of your broker prior to your order shipment. If you need a recommendation for a customs broker, please let us know, we would be happy to provide suggestions.

Frequently asked questions