frequently asked questions

Sampling Questions

How can I order glaze samples?
PennyTile.com offers mosaic tile sample cards that can be ordered online conveniently and securely. Each sample card contains one group of mosaic tiles from each of our different glaze color and finish options. Our white penny tile sample cards contain a single black penny tile, which is often used as an accent. The cost for each sample card is $5 which includes shipping costs.

Please use the link below to order your sample cards:

http://www.pennytile.com/sample

Selection Questions

Where can I get design help for my tile project?
Please call us first at 888-HEX-TILE. We may not be able to answer all of your questions, but we will certainly offer some tips for getting started on your project. Many excellent magazines are available at the larger bookstores for design inspiration. Don’t be afraid to ask your tile installer for suggestions, as they are the best resource for dealing with the technical details of design. For more creative design guidance, we recommend that you seek out the services of an interior designer with extensive experience in tile design.

What mosaic is right for use on the floor of my vintage bathroom?
PennyTile.com offers several bathroom floor tile options to compliment our traditional and historic subway tile collections. Mosaic floor tiles commonly used in the period home were made of white, 1" unglazed porcelain for perfectly flat tiled surface that has, in many cases, functioned well for over one hundred years. Black accent tiles are also in stock and available by the sheet for creating borders and accent designs. Also consider a visit to our sister site, HexTile.com, where you find an assortment of historically authentic hex and square tile mosaics, along with classic marble hex and basketweave mosaics.

Both of these floor tile mosaic collections are affordably priced and normally available for immediate shipment. We are actively working to expand our collection of high quality, vintage floor tile alternatives to help you find the most appropriate material for your bathroom project.

What tile is available for immediate shipment?
PennyTile.com normally maintains a large stock of all of our mosaic tile options. In the event that we are out of stock for an item, please allow 2 to 3 weeks to fulfill your order.

Ordering Questions

How do I determine how much tile to order?
Determining the correct quantity of tile to order is often the responsibility of your tile installer. They will be able to account for the number of trim tiles needed and the necessary overage (extra tile) required so they won’t run short at the end of the job.

How do I determine the shipping costs?
A shipping cost estimator is available to calculate shipping costs as you select items online and return to the 'basket contents' page. Several shipping options and their costs are displayed once you enter your destination zipcode. This is a quick way to estimate your shipping costs even if you are not ready to place your order. Alternatively, you can call our toll-free number (1-888-HEX-TILE) for assistance.

Can I order tile by phone?
Please call us toll-free at 1-888-HEX-TILE if you prefer to place your order by phone. We will then prepare a Sales Order with the items ordered including shipping costs for your approval before your order is processed.

What forms of payment do you accept?
Payment for orders placed online can be made with Visa, MasterCard, American Express and Discover cards. Trade accounts may pay by check only if drawn from a business account and accompanied by a commercial purchase order.

Shipping Questions

Where will my order ship from?
Most orders ship from our central warehouse in Verona, WI. Alternatively, some orders may ship our West region warehouse near Los Angeles, CA.

When should I select the ‘Yellow Freight' shipping method?
Tilehaus offers several options for shipping your tile order. The final cost of each shipping method will be calculated once all of your tile selections are added to the basket. These costs are displayed in a drop-down section menu as you proceed through the check-out process. We suggest that you select the least expensive method. We will contact you if we can recommend an alternative option that would result in better service or lower cost than the method selected.

Can you expedite my order?
Tilehaus offers an expedited UPS 2nd Day Air shipping option for orders that need to be on the jobsite fast. Expedited orders received after 2:00 PM CST will ship the next business day, while non-expedited orders will be shipped within two business days.

How can I find out when my tile will arrive?
When your order ships a shipping confirmation is sent via email with your tracking number. Freight shipment confirmations will include a website where you can find the contact information for the local service center, who will contact you to arrange for delivery.

Support Questions

What color of grout should I use?
The color of grout that you choose can make a significant effect on the overall aesthetic of the tile installation, even when thin grout lines are used.

The offset subway tile pattern will be emphasized more when a contrasting color is used. On the other hand, you may perceive the subtle surface variations more with a grout that matches the glaze color. Either way is OK - it is your opinion that matters.

Color is a relative thing, and we always recommend that a final selection is made after the tile has been set on the wall and you can really see what each grout option will look like in the same room with its peculiar lighting, etc. Other colors in the room, such as floor or wall surfaces can also effect the way you perceive colors.

What size grout joint should I use?

It is necessary to apply a penetrating sealer prior to grouting unglazed porcelain and marble mosaic tiles. This acts as a grout release to prevent a grout film from staining the tile surface and to make grout clean-up easier.

What if I need more tile?
Place your order for the additional tile needed on the project as soon as you can. We will treat your ‘add-on’ order as our highest priority to minimize your delay in completing the project.

Don’t hesitate to request our assistance in reviewing your order with you. While your installer should accept the responsibility of calculating the tile amount he will need for the project, we can look for items they may have overlooked.

What if some tiles are damaged in shipment?
For normal UPS shipments, Tilehaus carefully double-boxes all shipping cartons to minimize the possibility of tile damage. Should you find damaged tiles due to improper handling, contact us immediately so we can assist you in filing a damage claim. Remember to save all shipping cartons as they may need to be inspected by the shipping company. For freight shipments, note any signs of external damage to the truck driver, then contact us so we can assist you further. In any case, every effort is made to replace the damaged materials as quickly as possible in order to minimize any delays to your project. Please refer to the “Terms & Conditions of Sale” document for our complete shipping policy.

What should I do with the leftover tile?
The amount of tile ordered for any project should always include some amount of extra tile or ‘overage’. This is necessary to prevent the possibility of a shortage near the end of the project. A tile shortage can be both annoying and costly, and you should expect a reasonable amount of tile left if all goes well. Place this extra tile in a safe place where you (or the next homeowner) can find it should the need arise someday.

We always advise that you consider keeping some quantity "just in case ...". We routinely hear from frustrated homeowners seeking a match to their vintage tile in order to repair a tile or two without having to replace an entire bathroom wall. In the event that a mistake is made and you have more leftover tile than expected, we do have a return policy detailed in our Terms and Conditions of Sale document.