General Questions


1. How do I get a sample?

To receive a 50% sample discount, individual samples must be ordered in writing.  Please submit a request on our Contact Us page and we will be happy to assist you through the ordering process. 

2. Are corner designs available?

Corner designs are available for many of our listellos.  Please Contact Us for more information on sizes and availability of our corner designs.

3. Can I have a square deco formatted on a diagonal?

Many U.S. Custom Tile designs can be formatted from horizontal to diagonal.  However, there are some designs that will not work on the diagonal. Please  Contact Us and we will be happy to assist you through the ordering process.


4. May I supply the Stone, Ceramic, Porcelain or Glass?

Yes, you may provide materials of your own selection to us for processing.  Please Contact Us and we will be happy to assist you through the ordering process.

5. Will the depth of the cut always be the same?

All materials are different.  Granite, marble, porcelain, and glass are very hard.  Slates, travertine, and limestone are not and often have voids.  Because our engraving process is done by hand and due to differences in density from one tile to the next, the depth of the cut may vary slightly, depending on the material.

6. Will my order look exactly like the product images on your website or samples that I order?

The finished product will match the dimensions and design as illustrated or sampled.  It will, however, be subject to the variation that makes each material uniquely attractive.  When precise shading is critical to your order, you will need to send us material of your choosing.  We do not reimburse orders for shading issues.  To send your own material, please Contact Us and we will be happy to assist you through the ordering process.

7. Should the tile be Sealed?

Our product is an “as to form” product, meaning “it is what it is”.  Other than painting it when asked to, we are not changing it’s inherent makeup. We are not responsible for how you treat the tile once you receive it.  Because all materials are different, we suggest you consult an installation professional for the appropriate handling of any materials.

8. What are the exact sizes of your tiles?

We cut our tile from 12x12s.  To get the maximum number of pieces from a 12×12, we cut our tiles slightly smaller than what is being asked for.  For example, a 4×12 piece will actually be 3 13/16″ x 12″.  We use the 13/16 dimension consistently across sizes.  Some 12×12 materials are manufactured from the source smaller than 12″x12″.  Slate 12x12s, for instance, are often smaller than granite 12″x12″s.  Why?  Your guess is as good as ours.  So, our tile sizes are nominal but consistent from piece to piece.  If you need to know the exact size of a piece, please Contact Us and we will be happy to assist you through the ordering process.

9. Can my tile be painted?

Yes, we can paint the etched areas of most tiles.  We don’t suggest the painting of slate.  Painting is considered “custom” so please  Contact Us if you would like a painted product and we will be happy to assist you through the ordering process.


10. Can you make custom designs & sizes? What fonts do you have available for signs?

Yes.  Custom Design Fees may apply.  If you want us to create a custom design or make changes to an existing design, please Contact Us and we will be happy to assist you through the ordering process.


11. Can I cancel my order?

The production process begins immediately after products are ordered. Because of this, we cannot allow an order cancellation.

12. Can I return my order?

Every order is custom made at time of order.  However, every once in a while, mistakes are made.  If the error occurred on our end or a piece arrives broken, we will take care of it.  Please do not discard packaging if tile is damaged in shipping.  We will need it to file a damage claim with UPS.  Other than damage or error, we will not accept returns for incorrectly ordered pieces, for complaints regarding coloration, or for any other inherent characteristic of natural stone.  If you are at all concerned about the nature of natural materials, you are more than welcome to send us material of your own selection.

13. What is the usual production time for an order?

Most orders will be shipped out in 2 to 3 weeks from date of order confirmation. Availability of materials and quantities involved may also affect production time.

14. How are orders shipped?

Orders usually ship via UPS Ground.  Contact Us if you need us to ship another way.

15. If I’m sending material for processing, what is the best way?

See our Shipping & Ordering Policies