Frequently Asked Questions

 

General FAQs
» Where are your Surfaces USA Showrooms Located?
» Can I purchase tile directly from Surfaces USA?
» Can I order tile samples on line?
» With whom can I check the availability of a specific product?
» I would like to check the price of a specific item.
» How long will delivery take?
» How much tile should I order?
» What is your privacy policy and is my information safe on this website?
» What is your exchange/return policy?

 

Selecting Tile
» Can wall tile be used on the floor?
» Can floor tile be used on the wall?
» Can ceramic tile be used outdoors?
» What type of tile can be used around a fireplace?
» Can I use a high gloss tile on my kitchen countertops?
» Why can some of the semi-gloss colors be used on counter tops, when others cannot?  

 

Care & Maintenance
» What can I use to clean tile?
» What can I use to clean grout?
» Should I use a sealer on my floor tile?    

 

Shipping


» Is There FREE Shipping On Certain Samples?
» How long will delivery take?
» Will my materials get damaged in transit?
» What is your shipping policy? 

 

GENERAL FAQs

 

Question: Where are your Surfaces USA Showrooms located?


Answer: Surfaces USA has 5 convenient locations located within Southern California. Click on our “Showrooms” tab above to find a location nearest you. You can purchase materials at any of our physical locations, or online. We ship anywhere in the USA, Canada, and Internationally from our factories!

 

Question: Can I purchase tile directly from Surfaces USA?


Answer: YES! We are direct importers and sell directly to the public at wholesale prices! There is no middle-man involved.

 

Question: Can I order tile samples on line?


Answer: Yes! Simply browse through our products catalog and find your tile of choice. Then select “Order sample” on the dropdown list and it will automatically be added to your cart.

 

Question: With whom can I check the availability of a specific product?


Answer: You may contact any of our showrooms directly or call our general toll free number at 1-866-956-4872 to check on materials that are in stock and available for same-day delivery or take home.

 

Question: I would like to check the price of a specific item.


Answer: Our pricing is available online in our products catalog. You may browse the item categories or simply use the search tool to find what you’re looking for. You may also contact any of our showrooms directly or call our general toll free number at 1-866-956-4872 to check on current and special pricing.

 

Question: How long will delivery take?


Answer: Our shipping times vary by product. Our main concern is to deliver your materials in a quick and safe manner, although we cannot guarantee that there  will not be delays above and beyond our control. We strongly suggest you set an installation date only AFTER your materials have  been delivered to you. Average shipping time is usually between 2-3 days on the West Coast and 7-10  days on the East Coast from the time your order leaves our warehouses. Please consult with your sale  representative or our customer service department for estimated delivery dates and times.

 

Question: How Much Tile Should I Order?


Answer: Calculating floor tiles can be a tricky job. Here’s how to calculate how much tile you need before you get started in your kitchen, bathroom, or business remodeling project.

Step 1: Measure the floor or wall area to be tiled. For each flat surface, measure the width and length of the area in feet and then multiply the numbers to get the square footage. Measure an L-shaped room in two rectangles, finding the square footage of each, and then add the results. If you are measuring a shower, measure the floor and each of the walls separately, and then add the results.

Step 2: Determine the measurement of each tile. This will tell you how many tiles you need to fill a square-foot area. A 12-inch-by-12-inch tile will fill a square-foot area. Likewise, four 6-inch-by-6-inch tiles will fill a square-foot area.

Step 3: Calculate how many tiles you will need to fill the total area. If your area to be tiled is 100 square feet, you will need 100 12-inch-by-12-inch tiles. If your tiles are 6 inches by 6 inches, you will need 400 tiles to cover the same area.

Step 4: Add 10 percent more tiles to the number of tiles you need. If you are inexperienced and see that you will need to cut quite a few tiles, purchase 20 percent more tiles. Most of the waste and return trips to the store are usually due to miscut tiles.

 

Question: What is your Privacy Policy? Is my personal Information safe on this website?


Answer: Your personal information and credit card information are completely safe and secured on SurfacesUSA.com

Use of this site is specifically designed for current clients, prospective clients and employees of Surfaces USA. Unless otherwise specified, all items contained in this site are the property of Surfaces USA. You may not use, modify, reproduce, publish, license, sell, display, or transfer any text or images without permission from an appropriate Surfaces USA representative. The submission of a request for information is distributed to the corporate office and the nearest Surfaces USA showroom only. Surfaces USA does not collect or provide personal information for the purposes of selling, renting, or leasing lists. Surfaces USA will use the information you provide to better service your needs.

The Surfaces USA corporate office is located at 11501 Hart Street, North Hollywood, CA 91605. Phone: (818) 765-2550. E-mail: support@surfacesusa.com

 

Question: What is your Return/Exchange Policy?
Answer: For Returns including overage returns, the following steps MUST be followed:

1) You  must notify us within the first 14 days to receive a “Return  Authorization Number”. Any merchandise returned without the proper  authorization number provided by us will be refused, and the carrier  will charge you for return freight.

2) We can only take back 4 or  more full, unopened and undamaged cartons. (We suggest keeping a carton  or two in case you need to make repairs in the future). You must return  the unopened cartons insured for product value, and enclosed in the original freight  packaging. Please include the return authorization number we  issued you to the address we specify. Since the cartons that you return  are resold, they cannot have any writing or mailing labels adhered on  the cartons. You are responsible for setting up a delivery and for the cost for a freight company of your choosing to  return the flooring materials to us.

3) We do not accept returns on  moldings or accessories: such as underlayment padding, glue, and  adhesives. (Moldings are generic and may not be an exact match to your  flooring color; moldings are sold as a complimentary color).

4) All  tile flooring manufacturers recommend that you purchase 5% additional  flooring to use as a waste factor. We do not take back waste or left  over flooring pieces.

5) In the event that a customer must return  product for ANY REASON it is the responsibility of the customer to  schedule and return freight to original shipping location.

6) If you  receive the wrong product from our manufacturers you must return  product in original packaging and will be reimbursed for returned  freight charges.

7) Customer, or the person accepting the product on  the customer’s behalf, must inspect flooring products when delivered for  any visible damages, correct SKU#, and correct amount of product order.  Once customer or their agent signs the Bill of Lading, you take full  possession of product and accept that order fully. Any problems with  order MUST be noted on the B.O.L.

8) Once we receive the returns and  confirm that all the above conditions have been met, refunds will be  issued by Company Check within 3-5 business days.

9) To avoid extra  charges, please return your merchandise in the original box and packing  materials, including all accessories. Do not discard original packing  for 25 days. The value of any missing accessories will be deducted from  the credit amount of a return. Always insure your shipment for the value  of the product.


SELECTING TILE

 

Question: Can wall tile be used on the floor?


Answer: Sometimes. Please contact your Surfaces USA sales representative or contact customer service for application uses of specific materials.

 

Question: Can floor tile be used on the wall?


Answer: Yes, when proper installation methods are followed. Please contact your Surfaces USA sales representative or contact customer service for application uses of specific materials.

 

Question: Can ceramic tile be used outdoors?


Answer: To be used outdoors, the tile must be frost proof and unglazed for floor use. Make sure the absorption rate is 0.5% or less.

 

Question: What type of tile can be used around a fireplace?


Answer: Any tile can be used on the face of a fireplace. Although we would not recommend putting the tile directly in the firebox. Marble, slate, travertine, and more would be perfect for this area.

 

Question: Can I use a high gloss tile on my kitchen countertops?


Answer: It is not recommended. Structurally it will be OK, but the gloss glaze will eventually show scratching.

 

Question: Why can some of the semi-gloss colors be used on counter tops, when others cannot?


Answer: Countertop applications are more susceptible to scratching because of their daily use, and scratching may be more noticeable on darker colors.


 

CARE & MAINTENENCE

 

Question: What can I use to clean tile?


Answer: Wipe glazed wall tiles periodically using a cloth or sponge dampened with a non oil-based household cleaner. Vacuum glazed floor tiles regularly to remove dirt and other gritty particles, then damp mop or sponge with an all-purpose, non oil-based cleaner. Remember not to use ammonia, as it will discolor grout. Clean unglazed wall and floor tiles in a similar manner using a solution of water and soap-less detergent instead of an all-purpose cleaner.

 

Question: What can I use to clean grout?


Answer: For periodic deep cleaning of grout, a concentrated tile and grout cleaner should be used. Concentrated tile and grout cleaner is mixed with water, much like any common household cleaner. The floor should then be mopped and rinsed. Tile and grout cleaners are also available in a spray and wipe version. It is important to use a product specifically designed for grout and tile cleaning as other chemicals can bleach or stain grout.

 

Question: Should I use a sealer on my floor tile?


Answer:Ceramic tile in either glazed or unglazed form do not need to be sealed. These products are impervious to moisture and topical sealers will not properly adhere to them. Also, you can not change or alter the appearance or the sheen of a ceramic tile by adding a sealer. Therefore, a sealer in not recommended for glazed and unglazed surfaces. However, temporary pre-grout sealers are often used on ceramic tile to keep fine color pigments from embedding into the microscopic pours of the tile during the grouting process. The sealer is removed after grouting. Sealers are designed to protect porous products and to provide wearable surfaces to porous products. All natural stone products and cementitious grouts are porous products and should be sealed with a penetrating / impregnating sealer. Some stone products are also sealed with enhancing sealers to deepen and darken the stones natural colors.

 

 

SHIPPING

 

Question: Is There FREE Shipping On Certain Samples?


Answer: Yes! We offer FREE Shipping on all our 4″ x 4″ Samples only. We know how difficult it can be to make a final decorating decision on the internet. With our Tile Sample Program, you can order one 4″ x 4″ sample per pattern and actually see how you like the design, pattern, and texture on your project. This sample program does not include full size tile samples and/or medallions. Sample program subject to store location.

 

Question: How long will delivery take?


Answer: Our shipping times vary by product. Our main concern is to deliver your materials in a quick and safe manner, although we cannot guarantee that there  will not be delays above and beyond our control. We strongly suggest you set an installation date only AFTER your materials have  been delivered to you. Average shipping time is usually between 2-3 days on the West Coast and 7-10  days on the East Coast from the time your order leaves our warehouses. Please consult with your sale  representative or our customer service department for estimated delivery dates and times.

 

Question: Will my materials get damaged in transit?


Answer: In the rare event there is damage to the actual flooring itself or to the actual item itself, YOU MUST make a note of each damaged carton(s) or missing item(s) on the driver’s bill of lading. IF WHOEVER IS ACCEPTING THE SHIPMENT OR THE PURCHASER (YOU) fail to note visible damage or missing items on the driver’s bill of lading or if you later refuse to allow the damaged item(s) to be inspected by the freight company for any reason, we will be unable to file a claim against the carrier and you will be responsible for costs for additional stock and shipping. Freight companies reserve the right to examine the damaged material. Damaged items, once inspected, become the property of the freight company,  DO NOT USE OR DISPOSE OF ANY DAMAGED ITEMS.

 

Always accept any undamaged cartons or items or you will be charged for return shipping and a 25% handling charge. Damaged shipments are extremely rare with our freight company, and can happen even if purchased locally. Any concealed damage seen later should be notified to us within 14 days.

 

Occasionally, at the time of delivery, you may find a scuffed, ripped, or torn carton. This is not serious unless the actual flooring or item itself has been damaged. It is possible, from time to time, to receive carton(s) of flooring that have minor freight damage to one or two sections of a few boards within a carton of perfectly good ones. At time of delivery, make note of any damaged cartons on the driver’s bill of lading. Accept the cartons and open them for further inspection. In this scenario, where only a few pieces within a carton are damaged, cut the damaged portion of the board off during installation so the majority of the board is usable. If a greater percent of the boards within a carton are damaged then you should put all of the damaged boards together and combine them to create a single carton(s) of solely damaged product to be claimed as damaged freight. A single damaged piece or two does not warrant the entire carton of flooring to be discarded. REMEMBER YOU ARE COVERED AS LONG AS YOU MAKE IT NOTED ON THE DRIVERS BILL OF LADING AT TIME OF DELIVERY THAT THERE ARE DAMAGED CARTONS OR ITEMS.

 

- Please inspect the materials. We will not honor ANY complaints on visible defects after the product has been cut or installed.
- All claims for shortage/deduction must be made within 3 DAYS after receipt of goods.
- No goods may be returned for credit unless authorized by claims department in writing.
- All claims for goods lost, stolen, or damaged in transit must be made against the transportation company NOT with us or our Affiliates.
- Sales are subject to seller terms, conditions, and claims listed on this website and affiliate websites.

 

All orders for goods are subject to authorization and final approval by corporate headquarters.

 

If you should have any questions, before or during your delivery, please contact our Customer Service Dept. at (866) 956-4872.

 

Question: What is your Shipping Policy?


Answer: Surfaces USA is a Natural Stone and Tile Superstore and we do not specialize in freight or shipping. Therefore, all of our shipping is done third party and is between the carrier and the customer. As a service to our customers we have negotiated HUGE VOLUME DISCOUNTS with the major freight carriers which in turn Surfaces USA passes directly to you. Our deep discount saves each of our customer’s money every day.

 

The process of shipping is simple: 60% are shipped via UPS. Our shipping department will prepare the Sales Order and e-mail you an order confirmation. Once the package leaves our warehouse, you will receive an email from our warehouse manager of the packing slip with the tracking number. All Deliveries unless otherwise stated on your signed invoice are Curbside Deliveries. In extremely rare cases you may live in a very rural area or in such a congested area that the freight company may not be able to get their truck into the area. This should be addressed when you call to set up your delivery with them, you may be asked to pick up your order from that local terminal. Sometimes, the freight companies can sub-contract the delivery out to a smaller local trucking company to deliver to you. These options are up to you and any added cost will be paid by you. Surfaces USA is only responsible to get the order to the terminal nearest to your location. Surfacesusa.com accepts no responsibility for the location in proximity to the customer of the carriers shipping terminal.

 

Shipping time is usually between 2-3 business days on the West Coast and 7-10 business days on the East Coast from the time your order leaves our warehouses. Our shipping times vary by product. Please consult with your sale representative for approximate times. Our only interest is to get you your new materials as fast as possible, but we cannot guarantee that there will not be delays above and beyond our control. We strongly suggest planning your installation only after your materials have been delivered.

 

IMPORTANT SHIPPING NOTICE

 

Surfaces USA has partnered with several top quality freight carriers that require certain terms and conditions to be met. Claims are a rarity and our customers find these carriers to be extremely helpful with deliveries.

 

Someone MUST be present to accept the delivery of Surfaces USA materials and it is the responsibility of the customer to bring the materials into the home/business. Freight Company Drivers will only cut the band strips that hold the cartons to the pallet and hand you down the cartons from the back of the truck. Any additional services i.e.: lift-gate, inside delivery is the sole financial responsibility of the customer. Surfaces USA will not be responsible for any additional fees incurred as a result of customer add-ons. Customers who order a business to business delivery MUST be in a commercially zoned location. Home based businesses do not qualify for this type of delivery. Any additional fees incurred as a result will be the sole responsibility of the customer. All re-consignment, re-delivery fees or any other fees which may result of falsifying statements regarding delivery location will be the responsibility of the customer. Whoever accepts the delivery MUST check the outside of the cartons for proper quantity and correct item numbers before signing for the order. If you should have any questions, before or during your delivery, please contact our Customer Service Department at (866)-956-4872