FAQ's

Artistic Tile and Stone and our customer service team are committed to the satisfaction of our customers. Below you will find a list of helpful topics. If you are having any trouble finding answers, please contact us directly and we will be happy to assist you. You may email us or call us toll free at 877-278-8453. If you don't reach us, please leave us a message, we will respond within 24 hours or by the next business day if it is a weekend or holiday.

• About Us

• FAQ's

• Security

• How to Shop

• Payment Options

• Samples Policy

• Guarantees

• Returns & Exchanges

• Shipping Policies

• Special Orders

• Out of Stock & Backorders

• Colors

• Privacy Policy

• Terms of Use

Welcome to Artistic Tile and Stone! We offer one of the largest selections of decorative tile, Pool tile, Handmade tile, Glass Mosaic, Custom Hand Painted Murals, Porcelain Ceramic, Natural Stone and Slabs available. If you are looking for the perfect decorative product for your kitchen, bathroom, stairway, patio, or entryway, then you have found the right place. You will find thousands of tiles and stone in different sizes and designs to choose at Artistic Tile and Stone. We offer convenience, selection, service, and effortless checkout process, which is quick, safe and secure. We are a San Carlos, California based company offering serious product knowledge, exceptional customer service, and outstanding product selection in stock.

More than half of our staff have been involved in the Tile and stone industry for 15-30 years. We are the tile experts. We work closely with our manufacturers to bring you a large variety of unique products of many diverse designs. You don’t have to search from store to store looking for what you need. You’re certain to find great decorative tiles, great value and great service at Artistic Tile and Stone

When an item is marked In stock or is Quick-Ship, When you place your order today, you'll get your product quickly, so you can begin planning in using your tiles as soon as possible. We offer no hassle returns - your satisfaction is guaranteed.

We are here to answer your questions Monday through Saturday, just call toll free at 1-877-278-8453 (ART-TILE) or contact us by email. We strive to get your emails answered within 24 hours.

Enjoy safe, secure shopping. Artistic Tile and Stone uses a safe and secure online ordering system that protects your privacy every step of the way. Plus, Artistic Tile and Stone is SSL Certified, meaning we offer secure communications by encrypting all your data.

At Artistic Tile and Stone we work hard to provide you with a great shopping experience, and we're confident you'll enjoy the product you purchase. After all, there's no better way to enjoy your kitchen, or bathroom than by looking at beautiful tile from Artistic Tile and Stone

Thanks for shopping with us!
Artistic Tile and Stone team

Q. I had to add more tile to my order. The new tiles look different. Why?

A. This issue crops up all the time and is not unique to any company.  Because of all the various factors that go into producing a tile, each run can be slightly different.  This is why all manufactures have dye lot run numbers.  If you should run out of tile we always try to get the same dye lot. The dye lot number is usually stamped on the box. Dye lots can vary in color, dimension and thickness.  Any variation in one of these will make using a different dye lot sometimes noticeable.  With tiles that vary a lot, any shift in color would probably not be noticeable, but a difference in size or thickness might.  Solid colors like glass are usually more noticeable.

What causes these variation’s are the actual raw materials that are used and the extremely high temperatures they are fired at.  Sometimes even the atmospheric changes from winter to summer can affect the outcome.  Each time a new batch of raw materials come in, the formula’s have to be readjusted from the previous batch.  It’s not a pure exact science like you would think.  There is a lot of creative engineering that plays into their calculations.  Given these challenges, the factories really do a great job trying to control the various elements that come into play with amazing accuracy.  In this industry there is a “tolerance range” where products are evaluated to determine whether they are marked  “first grade” or “Second grade”.  All  the tile purchased from us is “first grade” and can be seen next to the dye lot number on your cartons.

I’ve worked in this industry for over 30 years and it’s always been this way.  I’ve never found a manufacture that could produce product over and over again that didn’t vary somewhat.  Even the same glaze out of the same container can produce different results at different times or if fired in different kiln’s.

Trim is usually fired in different kilns for efficiency purposes, so because of this common practice we never expect trim pieces such as bull noses or quarter rounds to ever perfectly match their field tiles. 

We use the industry standard Secure Sockets Layer (SSL) server which is the best software available today for secure commerce transactions.  All of your information including credit card and personal information is encrypted.  This means no one else can read it!

The Artistic Tile and Stone shopping cart technology uses 'cookies' to keep track of the product(s) you select. You must enable your browser to accept the Artistic Tile and Stone cookies to place an order online.

If you still are uncomfortable about using your credit card on the internet, call us toll free at 1-877-278-8453 and you order over the phone, however we will probably still require an email or fax confirmation from you to protect against fraud.

Secure - Easy - Convenient

Purchasing from Artistic Tile and Stone can be done online or by telephone.

Artistic Tile and Stone is committed to providing you with convenience of online ordering anytime. Our online system is equipped with secure technology and ready to take your order 24 hours a day 7 days a week. Our goal is to help you find the right tile, or accessory.

We've organized our site to make online shopping easy. Use the navigation menu in the left column and the top of the page as your continuous guide. We offer a variety of easy ways to shop so you can choose which way best fits your needs and preferences.

• Shop by Size - Here you start by choosing the tile size you need.
• Shop by Color - Color is the key to the overall impression of a space.  On this section we have arranged the tiles by predominant color schemes to facilitate your decision.
• Tile Calculator - We provide a tile calculator as a courtesy on the product page.  You may use it as a starting guide to calculate the tiles needed for your project.

To request a larger image, more information on the product, or to order you can click on the image or the product title. Once you are ready to order, click on the item you would like to buy, input the quantity on the size and color (if necessary), and click the Add to Cart button. You will now be taken to the shopping cart to complete your order. Or you may return shopping with a click at Continue Shopping. By default the order summary will be presented each time you add an item to the shopping cart. If you don't wish to view the shopping cart each time you add an item to the cart uncheck the box for "Show me my shopping cart every time I order something."

To change the quantity: Once a product is added to the cart simply update the Quantity field in the cart and click "Recalculate"

To remove an item press the Remove button enter "0" in the item "Quantity." field and click the "Recalculate" button.

After you have all of your items in the cart and have made your color selections and quantity selections, if applicable, decide how you want to pay for your order.  You may select to pay with Paypal or By Credit Card using our secure checkout. 

If paying with Paypal follow their instructions.

If paying thru our secure checkout click the Checkout button, and please enter the zip code to which you want the items shipped. Also make sure that the country selected is correct. Hit the enter key on your keyboard.

Your shipping options will appear with an estimate of the cost. Please pick an option.

Then scroll down and choose your payment option.

Then click Checkout.

On the next page make sure to enter your email address so that we can send you a confirmation email and your billing information (this should be the address to which the credit card you are using is billed to).

On the right hand side fill in the billing information. If the billing is the same as the shipping, just click the little box that says "Click here if billing and shipping are the same."

At the bottom fill in your payment information.

Remember to enter any special instructions you may have in the Comments / More Information box.

After all of that is complete please click the "Submit this Order" button. Make sure you do not click this button more than once.

Lastly, a screen will pop up giving you a confirmation number. This number will also be emailed to you.

Congratulations, you have just placed your order with Artistic Tile and Stone!

We appreciate your business and look forward to a good working relationship.

Ordering by Telephone :

To order by telephone, please call us at 1-877-278-8453 during the customer service hours listed above. We will probably still require an email or fax confirmation from you to protect against fraud.

Payment Options

Artistic Tile and Stone honors VISA, MasterCard, American Express, cashier's checks, and money orders for all purchases made through its secure-transactions servers, phone, mailed, or faxed orders.  Your credit card statement will indicate that the amount was charged by ArtisticTileStone. Artistic Tile and Stone also accepts PayPal as method of payments on all items available. We DO NOT accept checks.

Sale Taxes and Duties

Sales tax applies only for California residents. Duties for shipments sent outside the US may be assessed by your country. Duties are the responsibility of the buyer.

Plain floor or wall tile:

Some items on the internet are marked "Free Sample" and can be ordered as such. Artistic Tile & Stone will provide free samples of floor or wall tile for color evaluation purposes in pieces no larger than 6" x 6" size. Any tile that is regularly larger than 6" x 6" size will be cut to 6" x 6" or smaller. Youl pay the shipping and handling charges to a maximum weight of three (3) pounds per customer. There will be a charge for packing and shipping for multiple free samples that exceed three pounds total weight. Typical marble or good quality floor tile weighs approximately 3-1/2 pounds per square foot, (approx. 0.875 pounds per sample) but can vary up to 1.75 pounds for a sample of heavy duty porcelain. Packing, handling charge has a minimum of $20 plus freight

Stone Tile:

Some products, such as natural stone are very difficult to evaluate with only one piece. To try to accommodate, we will provide up to a maximum order of 3 full size pieces attempting to show the color range. Full size samples of any product may be ordered and will be discounted 25%. You must indicate under ordering instructions that you are requesting sample pieces. There is a minimum charge of $25 for packing, handling and freight. Stone samples may not be returned for credit.

Special Note:

Natural stone tiles are usually shipped to us in bundles of 10 pieces tightly packed in a Styrofoam box, which is then tightly packed in a strong wooden crate. This is necessary because stone or large pieces of tile are very fragile. We do our best to protect the pieces against breakage, but no guarantees can be made. IF YOU SEE ANY DAMAGE TO THE OUTSIDE OF THE BOX, PLEASE MAKE NOTE OF IT. This will help greatly in case of claims against the carrier.

Decorator Pieces:

A sample discount may be applied. For sale or promotional items, there us no additional discount. You may order several different decorator pieces, however only one (1) sample decorator piece will be discounted per customer. Shipping and packing charge will be assessed for each order. Decorator pieces may not be returned for credit.

Hand Made Tile:

Hand made tile may also be ordered using the same terms as Decorator Pieces. We strongly recommend that color samples or "Strike-offs" be ordered. Hand made tile or custom work samples may not be returned for credit.

Sample returns:

We do not accept sample returns.

Artistic Tile and Stone makes no express or implied warranties whatsoever. If the manufacturer of any product provides a warranty, such warranty is irrevocably assigned to Customer. Artistic Tile and Stone shall not have any responsibility for any incidental or consequential damages arising from the use of any products sold by Artistic Tile and Stone. All tile and stone products are subject to shade variations. Artistic Tile and Stone does not guarantee shade or tone of any products.

Here at Artistic Tile and Stone, we promise to try to bring you the best quality products in a timely and efficient manner. However, if for some reason you are not completely satisfied with your purchase, you may return the item(s) to obtain a refund or replacement, according to the following guidelines:

Special Orders cannot be returned, unless damaged in transit to you.

Products damaged in transit to you: If the carton has external damages, you will need to note this on the delivery receipt. This does not always mean there is damage to the contents, however, it will simplify a claim if damage is discovered upon opening the carton. You must notify the carrier of damages immediately. They will direct how the claim will be handled. You must also notify our office within 48 hours of the receipt of damaged merchandise. We will make arrangements with you to replace damaged pieces. For our records we may require that you email photographs of the damaged merchandise. Pending availability, we will ship your replacement merchandise within 1-2 business days after a claim with corresponding shipper is filed. All replacement merchandise will ship via ground service.

If your shipment contains or we sent you the wrong product:
Please call us so we may arrange for a return for the incorrect item and replace it at no cost to you. The item must include its original packaging. Please allow approximately 5 business days for your return to be processed once it has arrived at the warehouse.

Ordered the wrong size or color?
If you request a replacement, we will ship it after we receive and process your returned product. If you need a replacement right away, we suggest you request a credit (rather than a replacement). Then, place a new order. The new order will be shipped as soon as we have the product available and a credit will be applied approximately 7 days after we receive the product(s) you are returning in their original condition within 30 days. Damaged items will not be refunded if they are in non-re sellable condition.

Item(s) may be returned for refund or replacement subject to the following restrictions:

1. If returning damaged merchandise, you must follow all UPS or Freight Carrier return instructions or any claims will not be honored. Please be advised that carriers have time limits on when to file a claim.
2. Shade Variations are inherent in all tile and stone. We will not accept returns for shade variations. We strongly suggest you obtain a sample from the current lot before making your purchase, however even samples only represent a small percentage of the range, and variations can still be present.
3. All returns are subject to a restocking fee of 30% on all items.
4. All non product related fees (shipping, transaction, payment processing, and insurance) are not refundable.
5. No refunds or exchanges will be accepted after 30 days of invoice date.
6. All product returns must be accompanied with a written statement explaining your dissatisfaction or reason for return.
7. Returns of items purchased under a free shipping sale, are subject to the deduction of the original shipping cost from the final refund once it has been calculated accordingly.
8. In the case that a shipment is undeliverable, refused, or delivered to an incorrect address (incorrect zip code, missing apartment/suite/office number/name, etc.) due to customer error, the customer will be charged for both the original shipment charges and the re-shipment charges.
9. For customers who select to cancel their returned orders, the order will be subject to a restocking fee. Shipping costs cannot be refunded.
10. Refused merchandise at time of delivery will incur return freight charges in addition to the applicable restocking fee. Please note that is the customers responsibility to have the merchandise shipped back..
11. Refunds will be honored once the merchandise is accounted and received in saleable condition.
12. No returns or claims may be made on installed material.
13. All credit card refunds will be applied to the card used for the original purchase. You should allow one to two billing cycles (about one month) for the credit to appear on your statement.

Please check with us before returning any package. If the product is sent to the wrong warehouse, you will be responsible for any forwarding expense. Our Corporate headquarters are in San Carlos, CA. Please check with us first to verify where the product was shipped from. IF THE PRODUCT WAS SHIPPED FROM THE SAN CARLOS LOCATION, carefully package the merchandise, using the original packing as a guide. Send Prepaid and fully insured to:

AT&S Artistic Tile and Stone
1100 Industrial Road Suite 2
San Carlos, CA 94070

IMPORTANT! AT&S does not stock Pool Tile. ALL Pool Tile is Special Order from the factory! DO NOT RETURN POOL TILE TO AT&S! Because the factories have multiple warehouses, the product must be returned to the appropriate warehouse. We will notify you of the return address once we have confirmation from the factory that the return will be accepted.

IMPORTANT: You must ship your return INSURED. If we receive your return broken, we will be unable to issue refund or credit.

Things to remember:
Unfortunately, we cannot guarantee any package sent back to us without a tracking number. This includes packages sent via USPS to an international or overseas destination. Therefore, we recommend that you choose a shipping method with a tracking number. If a returned package is lost or damaged on its way back to us, you are reponsible for filing a claim with the carrier.

Shipping

Shipping costs are calculated automatically by our system according to the weight and shipping address destination. Shipping costs are not included on the product prices listed on the Site.

If an address is submitted incorrectly, or the address is changed during the transit of package(s), or for any reason there are additional charges made by the freight or shipping company, the additional charge will be charged to customer.    

Orders with more than 6 boxes or more than 120 lbs may ship via a Freight company.  Additional services requested by customer, such as inside delivery, or liftgate service may incur additional charges to customer.  Artistic Tile and Stone reserves the right to charge your account for additional charges above the prepaid shipping on order.

Free Shipping Terms

You will receive FREE Shipping on any order that the total retail items exceeds $1,000 with the following restrictions:

• Only for orders placed through our Online Store.
• Applies only to items that specifically state Free Shipping.
• Any Special Order items included in the total will have shipping charges added.
• Next day, 3rd day, etc. will be an extra charge.
• Any tax included in the total.
• Weight of the product makes free shipping economically unfeasable.
• Discounted items included in the total will have shipping charges added.
• Sale or Closeout items will have shipping charges included.
• Items fulfilled by a third-party seller may not be eligible.
• Applies to U.S. delivery addresses in the 50 states only, does not include APO Box.
• Some special product, order, or handling fees may still apply.
• You will not receive FREE Shipping on your order if any eligible items are canceled, bringing the total below $1,000.
• We reserve the right to change or discontinue FREE Shipping at any time.

Delivery Times and Shipping

Artistic Tile and Stone attempts to ship within 2 business days, unless product is not on stock. Orders placed on weekends or holidays are shipped within the next two following business days. Holidays will delay delivery of items.

All orders will be shipped via UPS (United Postal Service) or freight company depending on the package's dimensions and destination. Unless, you specify another carrier, and arrange the pick up.

UPS Ground service time-in-transit to deliver your order from Artistic Tile and Stone, after your order has been processed and shipped from our San Carlos, California facility.

We do not stock everything on our web site. If what you are looking for is not in stock, we will try to get it for you from our supplier. In many cases it is shipped directly to you from our supplier. In that case we will state special order at the top of the page. Special order items are not returnable. Most special orders are completed in three to five weeks.

We have made every effort to display as accurately as possible the colors of our products that appear at the Site. However, as the actual colors you will see depend on your monitor, we cannot guarantee that your monitor's display of any color will be accurate.

We attempt to have an accurate and updated inventory of our products to provide you with their availability. In the unlikely case that a product is out of stock, we will NOT charge your credit card. Instead, we will capture the transaction and notify you by the next business day. At this point, you will have the option to cancel the order or place it on backorder. Most backorders are fulfilled within three to five weeks. Please call us before placing an order if you have any questions about this policy. If you backorder is not completed within the allotted time you may choose to cancel, or continue to wait. You may choose to have Artistic Tile and Stone ship portions of an order, or consolidate the order with the backordered products. Your remaining or complete order will be shipped as soon as the product(s) arrive(s) to our warehouse.