Frequently Asked Questions

How Can We Help?

Find answers to common questions about natural stone, product variation, samples, ordering, shipping, freight delivery, installation, care and returns.

Because every project is different, contact SoCalTiles if you need information about a particular product, order or application. For the fastest assistance, include the product name, required quantity, destination ZIP code and relevant project details.

Products and Natural Stone

Are your tiles made from real natural stone?

Yes. Our natural-stone selection includes marble, travertine, limestone, onyx, dolomite and other materials created by nature. Available products may include field tiles, mosaics, moldings, trims, pavers, pool coping and patterned installations.

Review each product page for its material, finish, dimensions, coverage and recommended applications.

Will every piece look exactly like the product photo?

No. Product photography represents the general appearance of the material, but natural stone varies from piece to piece and between production lots.

Expected variation may include:

• Color and shade

• Veining and mineral deposits

• Pattern and movement

• Texture and surface details

• Pits, fissures and pores

• Fossils or crystalline features

• Differences between wet and dry appearance

Screen settings, lighting and photography can also affect how color appears online.

Are variations in color and veining considered defects?

Natural variations are generally inherent characteristics rather than manufacturing defects. The amount of variation depends on the stone and production lot.

Inspect and dry-lay material from multiple cartons before installation. Blend lighter, darker and more heavily veined pieces to create a balanced appearance.

Can I request a specific shade or amount of veining?

You may contact us before ordering to discuss the available material. We can review reasonable preferences, but exact color, shade, pattern or veining cannot be guaranteed unless a specific selection service is confirmed in writing.

Natural stone should not be expected to match a photograph or sample perfectly.

What is the difference between polished, honed and tumbled finishes?

Polished stone has a smooth, reflective finish that can emphasize color and veining.

Honed stone has a smoother, lower-sheen appearance.

Tumbled stone has softened edges and a more textured, aged character.

Finish can affect color, texture, maintenance and suitability. Confirm that the selected finish is appropriate for the intended application with your installer.

Are the dimensions exact?

Listed dimensions may be nominal. Natural-stone products can have reasonable dimensional variation due to cutting, finishing and fabrication.

Mosaic sheet dimensions, grout-joint spacing and actual coverage can also vary. Always verify the product specifications and allow the installer to plan appropriate grout joints.

Can the same stone name look different in another order?

Yes. Natural stone can vary between quarries, blocks and production lots. Material ordered later may not match a previous purchase exactly.

Order enough material for the complete project at one time and retain extra pieces for possible future repairs.

Samples

Should I order samples before purchasing tile?

Yes. Samples help you review the stone’s general color, texture and finish in your own lighting.

A sample represents only a small portion of a naturally varying material and cannot show the complete range that may appear in a full order.

What size are the samples?

Most natural-stone samples are approximately 4–6 inches, depending on the product and available material. A sample may be a cut portion rather than a full tile or mosaic sheet.

Will my full order match the sample exactly?

An exact match is not guaranteed. The sample helps communicate the material’s general character, but the full order may include broader color and veining variation.

Are samples returnable?

No. Samples and sample shipping charges are generally nonreturnable and nonrefundable unless SoCalTiles shipped an incorrect item or otherwise confirms an exception.

Can I order more than one sample?

Yes. Ordering several samples can provide a better understanding of natural variation, particularly when comparing stones, finishes or combinations for a patterned installation.

Ordering and Product Availability

Do I need an account to place an order?

Retail customers can generally shop without creating an account. You may use your email address to access available customer-account features, such as order history and order status.

Trade customers must apply and receive approval to access eligible trade pricing and account features.

How can I determine how much tile I need?

Measure every area that will receive tile and add material for cuts, layout adjustments, natural variation and possible future repairs.

Ten percent additional material is a common starting point for straightforward installations. Complex patterns, diagonal layouts, extensive cutting or selective blending may require 15% or more.

Use our Tile Calculator for an initial estimate, then have your installer confirm the final quantity before ordering.

Is tile sold by the piece, sheet, square foot or box?

The ordering unit varies by product. Tile may be sold by:

• Individual piece

• Mosaic sheet

• Square foot

• Box

• Pattern set

• Linear foot

Review the product page carefully. The quantity added to the cart may not always represent square feet.

What does “coverage” mean?

Coverage indicates the approximate surface area provided by one tile, sheet, box or pattern set. Use the exact coverage listed on the product page when calculating the required quantity.

A nominal 12 × 12-inch mosaic sheet does not always cover exactly one square foot.

Should I round my order quantity up?

Yes. Round up according to the product’s ordering unit. Partial tiles, sheets or boxes may not be available.

Why should I order extra material?

Additional material provides for:

• Cuts and layout adjustments

• Possible jobsite breakage

• Natural variation and blending

• Pattern alignment

• Selective placement

• Future repairs

Matching material from the same production lot may not be available later.

Is every product currently in stock?

Availability can change, and some products may require transfer, fabrication or special ordering. Contact us before placing a time-sensitive or large order if you need current inventory confirmation.

Can I reserve inventory?

Inventory is not considered reserved until the applicable order and payment requirements have been completed and SoCalTiles confirms the arrangement.

Can I place a large or bulk order?

Yes. Contact us with the product name, required quantity, destination ZIP code, project timeline and delivery conditions. Volume or freight considerations may be available for qualifying orders.

Do you offer custom fabrication or special finishes?

Availability depends on the stone, quantity and requested work. Custom fabrication, honing or other services must be reviewed and confirmed before ordering.

Custom and modified products are generally final sale and may require additional production time.

Can I change or cancel an order?

Contact SoCalTiles immediately. We cannot guarantee that a change or cancellation can be completed after processing, transfer, fabrication, packing or shipment has begun.

Custom, modified, special-order or already shipped products may not be eligible for cancellation.

Payment and Promotions

When will I be charged?

Payment is generally collected when the order is placed unless another arrangement has been confirmed for an approved account.

Can multiple discount codes be combined?

Promotional codes generally cannot be combined unless the offer specifically states otherwise.

Why is my discount code not working?

Check the offer’s expiration date, qualifying products, minimum purchase, customer eligibility and other conditions. Some promotions apply only to samples or specific merchandise.

Do you offer trade or volume pricing?

Approved Trade Account customers may receive access to eligible trade pricing. Volume pricing or project quotations may also be available for qualifying quantities.

Discounts are not automatic for every product or order.

Shipping and Delivery

Where does SoCalTiles ship?

SoCalTiles ships orders throughout eligible destinations in the United States. Service availability and cost depend on the product, order size and delivery address.

Contact us before ordering if the destination has unusual access requirements.

How long does order processing take?

Many in-stock orders are prepared within approximately 1–3 business days, but processing time may vary because of inventory location, quantity, fabrication, address verification or carrier requirements.

Processing time is separate from carrier transit time.

How will my order ship?

Smaller orders and samples may ship by parcel carrier. Larger or heavier orders may be secured to a pallet and shipped by less-than-truckload freight.

The appropriate method depends on weight, quantity, dimensions, destination and handling requirements.

Is the estimated delivery date guaranteed?

No. Standard processing and transit estimates are not guaranteed delivery dates. Weather, carrier volume, freight-terminal schedules, delivery appointments and other conditions may affect arrival.

Do not schedule demolition, installers or time-sensitive project work until the complete order has arrived and been inspected.

Will I receive tracking information?

Tracking or freight information is generally provided after the shipment has been released to the carrier. Tracking activity may take time to appear after a label is created.

Can I change the shipping address after ordering?

Contact us immediately. An address change is not guaranteed after processing or shipment has begun and may result in carrier correction, redelivery or rerouting charges.

What happens if a package is delayed?

Carrier delays can occur after a shipment leaves our facility. Review the tracking information and contact SoCalTiles if assistance is needed.

Can I pick up my order?

Pickup availability depends on the product, inventory location, order size and warehouse arrangements. Contact us before ordering to confirm whether pickup is available.

Do not travel to a warehouse until SoCalTiles confirms that the order is ready and provides pickup instructions.

Freight Delivery

Does every order ship by freight?

No. Samples and smaller orders may ship by parcel carrier. Freight is generally used when the order’s weight, quantity or handling requirements make palletized transportation more appropriate.

What is curbside freight delivery?

Standard curbside freight delivery brings the pallet to a safe and accessible point near the delivery address. It does not include inside placement, unpacking, installation or removal of packaging.

Do I need liftgate service?

Liftgate service is generally needed when the destination does not have a commercial loading dock or forklift. Residential addresses and many jobsites typically require it.

Will the freight carrier bring the pallet into my garage?

Garage placement is not included with standard curbside delivery and cannot be guaranteed. The driver determines where the pallet can be safely unloaded based on access, surface conditions and carrier rules.

Will the freight carrier contact me?

Appointment-based residential freight deliveries commonly involve contact from the local terminal. Provide a working telephone number and respond promptly to carrier calls or messages.

For complete details, review our Freight Information and Shipping & Delivery pages.

Receiving and Inspecting Your Order

What should I do when my order arrives?

Before installation:

1. Confirm the product, size, finish and quantity.

2. Inspect cartons and packaging.

3. Photograph visible shipping damage.

4. Open and review material from multiple cartons.

5. Compare the delivered material with the order.

6. Set aside anything you believe is incorrect or unsuitable.

7. Contact SoCalTiles before installation if there is a concern.

Do not install material that you believe is incorrect, damaged or unsuitable. Installation generally indicates acceptance of the material’s visible characteristics.

What should I do if parcel packaging is damaged?

Photograph the unopened package, shipping label, internal packaging and affected material. Retain all packaging and contact SoCalTiles promptly with your order number and photographs.

What should I do if a freight pallet appears damaged?

Photograph all sides of the pallet before unpacking. Describe visible damage or shortages on the delivery receipt before signing, retain the packaging and contact SoCalTiles promptly.

Should I refuse a damaged freight shipment?

Do not automatically refuse a shipment because one carton or part of the wrapping appears damaged. Contact SoCalTiles before refusing whenever possible, unless the shipment is extensively damaged or cannot be unloaded safely.

Unauthorized refusal may result in return freight, storage or redelivery charges.

What if items are missing?

Check all cartons and packing materials, then contact us promptly with the order number, photographs and the quantity received.

Should I discard damaged tile or packaging?

No. Keep all affected material, cartons, pallet wrapping, labels and packaging until SoCalTiles or the carrier confirms that they are no longer required for review.

Returns and Refunds

What is the return period?

Eligible unused products may be requested for return within 60 days, subject to the complete Returns & Refunds Policy.

Return authorization is required before sending material back.

Is there a restocking fee?

Approved returns are generally subject to a 25% restocking fee unless SoCalTiles confirms otherwise.

What condition must returned tile be in?

Returned material must be unused, uninstalled, unaltered, complete and suitable for resale in its original packaging.

Installed, cut, sealed, treated, damaged or modified material is not eligible for return.

Who pays return shipping?

For preference-based returns—including color or variation that falls within the expected characteristics of natural stone—the customer is generally responsible for return transportation and related costs.

Original shipping charges are generally nonrefundable.

Are samples returnable?

No. Samples are generally nonreturnable and nonrefundable.

Are custom or special-order products returnable?

Custom-fabricated, modified, cut-to-order, special-finish and other specially prepared products are generally final sale.

Can I return leftover tile after installation?

Leftover material is not automatically returnable. Eligibility depends on the return period, product, quantity, packaging, condition and applicable policy.

Do not rely on returning overage when determining how much material to purchase.

When will an approved refund be issued?

Approved refunds are processed after the returned material is received, inspected and accepted. Financial institutions may require additional time to post the credit.

Review the complete Returns & Refunds Policy before requesting a return.

Installation

Does SoCalTiles install tile?

SoCalTiles supplies natural-stone products but does not control jobsite conditions or installation workmanship. Use a qualified tile installer experienced with natural stone.

Should I inspect tile before installation?

Yes. Inspect and dry-lay material from multiple cartons. Confirm the product, quantity, size, finish and overall blend before mortar is applied.

What mortar should be used?

The correct mortar depends on the stone, tile size, substrate and application. A compatible white mortar is commonly preferred for light-colored or translucent natural stone.

Follow written recommendations from the installation-material manufacturer and your installer.

Does natural stone require grout joints?

Butt-joint installation is generally not recommended. Joint width should accommodate the stone’s dimensional variation, edge treatment, substrate and intended application.

Can natural stone be installed in a shower?

Many natural stones can be installed in wet areas when used with a suitable waterproofing, drainage and installation system. Maintenance requirements vary by stone and finish.

Who is responsible for confirming product suitability?

The project owner and installer are responsible for evaluating the stone, finish, substrate, installation system, site conditions and intended application before installation.

Review our Natural Stone Tile Installation Guide for additional information.

Stone Care and Maintenance

What cleaner should I use?

Use a pH-neutral cleaner specifically approved for natural stone. Follow the cleaner manufacturer’s dilution and application instructions.

Can I use vinegar on natural stone?

Do not use vinegar on marble, travertine, limestone, onyx or other acid-sensitive stone. Acidic products can etch and dull the surface.

Does natural stone need to be sealed?

Many natural stones benefit from an impregnating or penetrating sealer, but requirements vary by stone, finish and application.

Sealer may improve stain resistance, but it does not make stone stain-proof, waterproof or maintenance-free.

How often should stone be resealed?

There is no universal schedule. Follow the sealer manufacturer’s recommendations and evaluate the stone before applying another treatment.

What is the difference between a stain and an etch mark?

A stain occurs when a substance penetrates the stone and changes its color. Etching is a chemical reaction that alters the stone’s surface finish, often creating a dull or lighter area.

Etched polished stone may require professional restoration rather than additional cleaning or sealer.

Review our Stone Care & Maintenance Guide for detailed care information.

Trade Accounts

Who can apply for a Trade Account?

Trade Accounts are intended for qualifying industry professionals and businesses. Eligibility and required documentation may vary.

What are the benefits of a Trade Account?

Approved accounts may receive access to eligible trade pricing, project assistance, quotations and other account features.

Benefits and pricing may vary by product and order.

Will I see trade pricing immediately after applying?

No. Applications require review and approval. After approval, sign in with the email address connected to the Trade Account to access eligible pricing.

Can homeowners apply?

Retail customers can shop through the website without a Trade Account. Trade eligibility is reserved for qualifying professionals and businesses.

Can I request a project quotation without a Trade Account?

Yes. You may submit a Request a Quote form, but applying for a Trade Account is recommended for ongoing professional purchasing and access to eligible account benefits.

Still Need Assistance?

Contact SoCalTiles with:

• Product name or link

• Required quantity

• Project application

• Destination ZIP code

• Order number, when applicable

• Photographs for product or delivery concerns

Providing complete information helps our Customer Care team respond more efficiently.