F.A.Q. & HELPFUL TILE INFO

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How long is the lead time?

Our lead times are subject to change, but our tile is made to order and usually ships from the tileworks within 4-6 weeks. Also, match and custom orders require longer lead times. Please note, cancellations are not allowed once orders have been glazed.

Need it faster? Give us a call and see what our current lead time is. Plus, Red Rock does offer a selection of Quick Ship tile and we can walk you through the options.


What if I want a custom color or shape?

One of the benefits of handmade tile is we can accommodate custom orders with ease! We love collaborating with clients of all sizes to realize their perfect tile. Send us an email or give us a call - we can’t wait to see what we can make together!


Do you require an order minimum?

At this time, Red Rock does not require any tile order minimums. So, whether your project is large or small, we’re ready to tackle it and get our hands dirty.


How much tile should I order?

Every project is different, so it's hard to say! However, we have a wide network of tile showroom partners that are eager to help you calculate and our team is only ever an email or call away. No matter the size of your project, we always recommend ordering an overage of 10%.


What if I didn't order enough tile?

Fret not, we keep "pick ups" (variation samples from each order) on hand for up to three months. So, depending on your needs, we can pull from those samples.


Tell me about shipping!

Red Rock ships both domestically and internationally. Please inquire when ordering for an approximate shipping date. Orders large enough for shipment by pallet are charged a pallet fee of $30.00, plus freight. Smaller parcel orders are subject to handling charges determined by box weight.  We are happy to ship to your home or business and can even have the carrier schedule a delivery time that works with your busy schedule.


Tell me about Variation & Handcrafted Characteristics!

While industrial tile-making stresses the reproduction of tiles with glazes so consistent that one tile is virtually indistinguishable from another, creating artisan tiles (while still striving for a certain amount of consistency) celebrates the natural properties and the unpredictable nature of the clay and the glaze. Though the “serendipity” of the process is often a source of frustration, it also can lead to the discovery of new textures and colors which can become new products in themselves.

A second - and equally important - difference between artisan and mass-produced tiles is the nature of the artisan. More than just a craftsman, each artisan seeks to impart in their creations a bit of their unique personality. Today, a half a century after the rebirth of the American artisan tile movement, there are a great many companies producing interesting, innovative designs - each a reflection of the artisans who create them. Shape, texture, color, and size variation are inherent characteristics of handcrafted tile.  Once properly installed, the beauty of this handcrafted tile is enhanced by such variation.

Shade variation is inherent in all tile products, including man-made tiles such as porcelain, glass & ceramic. Shade and texture will vary significantly from piece to piece to within production runs. V1 shade variation has little or no change from piece to piece where a V4 will have a large variety of color and/or texture changes. 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.

Please note shades of color are seen differently on computer monitors and therefore customers should request a sample before making a final selection or purchase


What does V1, V2, V3 & V4 mean?

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V1 shade variation has little or no change from piece to piece where a V4 will have a large variety of color and/or texture changes.


Claims

Any product sold or provided by Red Rock Tileworks shall be deemed accepted by Buyer upon delivery. Claims for damage, shortage or errors in shipping must be recorded on the original receiving documents and reported within three business days following delivery to the buyer. If the buyer requests expedited shipping, the cost difference shall be invoiced to the customer.


Inspection & Installation

Always inspect your tiles before they are installed, as installation constitutes an irrevocable acceptance of the product. Any questions as to acceptability must be resolved prior to installation. We recommend that our tiles be laid out prior to installation to allow for blending of color range by an experienced crafts person. Because the purchase of Red Rock Tileworks for your home or commercial project represents a significant investment, proper installation is critical. To help ensure a successful installation, please follow the guidelines provided by the Tile Council of America. 


Returns & Exchanges

It is the customer’s responsibility to check the material for any breakage or defects. Returns are only accepted should the product be defective due to the manufacturing process. Any defects must be reported in writing within 30 days of receipt of the product and a sample of the product sent to Red Rock Tileworks for inspection. No claims for defective tile will be accepted after installation, regardless of the nature of the defect.


Crackle Glazes

Because crackle glazes are prone to absorbing stains, crackle glaze tile should not be used as kitchen counter surfaces. Any installation of crackle glaze tile should be sealed with a penetrating sealer prior to grouting. In areas that experience regular moisture, such as showers, resealing crackle glazes is a necessary maintenance procedure. This procedure does not affect the quality or appearance of the tile surface. Please note that unsealed crackle tile will stain.


Continued Care
& Cleaning Recommendations

Ceramic tile is a relatively maintenance-free product that requires little continuing care beyond regular cleaning. Most cleaning can be done with a damp cloth and a gentle non-acidic soap. More resistant staining such as calcium spotting and soap scum can be handled using specially designed cleaning products such as Miracle Sealants Mira Clean I product. Other manufacturers such as Stone Tech also offer products specially formulated for ceramic tile care. Take care to avoid “over the counter” ceramic tile cleaners that contain phosphoric and glycolic acids that could etch some ceramic tile surfaces.


Yes! We love working alongside architects, designers and all trade professionals and offer a trade discount with the appropriate credentials. What are those requirements you ask? We’re looking for a valid membership to a major design organization (e.g. ASID, IIDA, AIA, NKBA, IDC), a business or resale license (Signed resale certificates are required for each state where you seek tax exemption (U.S. only), and your business card with your design profession. Email us directly at sales@redrocktileworks.com with “Trade Professional Application” as your subject line to submit your application materials. Have questions in real time? Call our office at 888-348-TILE during standard business hours, Monday thru Friday, 7:00am - 3:30pm CST.

Do you offer Trade Discounts?