Classic Tile and Stone
My Account     Contact Us     Help Cart  My Cart  $0.00  (0)
     Home    |   FAQs    |   Order Samples    |   Shipping    |   Contact Us    |   My Account    |   CartCart $0.00  (0 items)     
  Home » Frequently Asked Questions
SHOP BY PRODUCT TYPE
ORDERING INFORMATION
.Frequently Asked Questions
.Ordering Instructions
.Returns Policy
.Shipping Information
.Installation Guidelines
.Terms and Conditions
.Warranty Information
.Privacy Policy
.Samples Policy
MY ACCOUNT
.My Account
.Shopping Cart
.Login  /  Logout
.Reset Your Password
.Contact Us / Request Info

Frequently Asked Questions

 

Following are answers to some typical questions. You may also find order specific and contact information with the links listed below.

Please select a question from the list below or Contact Us if you don't find the answer to your particular question.

How do I contact Classic Tile and Stone?

by email: customerservice@classictileandstone.com
by standard mail: Classic Tile & Stone, P.O. Box 17558, Atlanta, GA 30316
by telephone: (888) 660-8667 (Monday – Friday, 9 am – 5 pm Eastern Time)

How to place an order?

Classic Tile and Stone accepts orders using our secure and convenient online ordering system. We also welcome your phone order using our toll-free number at (888) 660-8667 during the hours of 9 am  – 5 pm ET, Monday – Friday.

Can I order tile by phone?

Please call us toll-free at (888) 660-8667 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.

Can I order Samples?

Samples are available. Please refer to our Sample Policy.
 
When will my order ship?

Orders usually ship within within two business days.

Has my order shipped?

Click the "My Account / Order Status" link at the top right hand side of our site to check your orders status.

How long will it take to get my order? Can I track my order?

After placing your order, you may click the “My Account/Order Status” at the top right hand side of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment (sample orders ship USPS and therefore do not have tracking information).

For orders larger than 150 lbs. shipped via LTL carrier, 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.  You will need to be available to receive the order.

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 tiles needed and the necessary overage to allow for waste, installation layout (i.e. diagonally) required so they won’t run short at the end of the job. A good 'rule of thumb' is to order 10%-15% additional tile to allow for cuts, waste, and future repairs. A good tile installation can last many years, so it is a good idea to store a few leftover tiles, in case a tile or tiles get damaged in the years to come.

How do I change quantities or cancel an item on my order?

Click the "My Account / Order Status" link at the top right hand side of our site to view orders you have placed. Then click the "Change quantities / cancel orders" link to find and edit your order. Please note that once an order has begun processing or has shipped, changes to the order cannot be made online. 

What if I received the wrong items?

If you feel that you have received the wrong product, please contact Customer Care at (888) 660-8667 within 72 hours of receiving the product.

Will all the tiles be the same color?

Shade variation is inherent in our products.  We do recommend choosing random sheets/tiles from each box before installing to achieve a unique look and to be satisfied with your installation and end result.

How much is My Shipping?

Shipping is automatically calculated prior to submitting your payment information depending upon your “Ship To” location and total weight.  Simply add items to your cart and proceed to the Checkout page where your Shipping Method and prices will be computed.  

Do you offer expedited shipping?

Yes we do offer expedited shipping for small package order and samples (less than 150 lbs). Extra charges will apply. Please contact Customer Care at (888) 660-8667 for cost details and options.

Can I track my order?

Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact Customer Care for assistance.

What if an item is missing from my shipment?

Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact Customer Care for assistance

What if some tiles are damaged in shipment?

It is rare that a piece is broken during shipment; however, if there is damage we will immediately replace the broken piece. Simply let us know which piece is damaged and we will ship you a replacement piece as soon as possible.

Should you find damaged tiles due to improper handling, contact us immediately so we can assist you in filing a damage claim or to remedy the situation. 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.

Can I return the tile if I don't like it?

Yes. We accept returns on most items unless they are special order. Items that are returnable will incur a 25% restocking fee to process the return. If an item is defective, we will replace the item at our cost. Please do not return anything without obtaining authorization (refer to our Returns Policy in our Terms and Conditions). To return your unwanted products please contact us immediately.  No packages will be accepted without an RA# posted on the package. Any items returned without authorization will be refused. You may return your purchase (with proper authorization) within 60 days from purchase.

How do I create an account?

1.    Click the "My Account / Order Status" link at the top right side of our site.
2.    Enter your email address.
3.    Select "I am a new customer".

Then simply follow the prompts to complete setting up your account.  You will need to set up an account to make a purchase.

Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.

How do I edit my account information?

Click the "My Account / Order Status" link at the top right hand side of our site to edit your account information.

What do I do if I forget my password?

Click the "My Account / Order Status" link at the top right hand side of our site. Under the login box you'll see a link that says "Forgot your password? Click here". That link will send an email to you with your password.

Where should Glass tiles be applied?

All Glass tiles are indicated for Walls, Backsplashes, Tub Surrounds and Pool trim. We do not carry floor-rated glass tiles.

Do you recommend installing metal coat or stainless steel tiles on the floor?

Metal Tiles are for Wall installations only. Floor installations are not recommended. Tiles are durable but will scratch and can be permanently damaged if used on floors.

What about installation in submerged surfaces, like pools, spas and showers?

Water installations are relatively complex. They involve the use of a waterproof membrane, and extra care establishing expansion joints. This is usually the domain of the professional installer.

How do I install Glass Tile?
Refer to our Installation and Maintenance Guidelines

How do I install Metal Coated Tile?
Refer to our Installation and Maintenance Guidelines

How do I install Stainless Steel Tile?
Refer to our Installation and Maintenance Guidelines 

How do I install Porcelain Mosaics (Penny Round, Hexagon, Basketweave, Octagon)?
Refer to our Installation and Maintenance Guidelines

How do I install Marble Mosaic Tile?
Refer to our Installation and Maintenance Guidelines 

How do I install Bath Accessories?
Refer to our Installation and Maintenance Guidelines

Will my marble change colors or degrade in quality when sealed?

Different sealers have different effects of changing the stone color. However, sealing the stone will give a slight wet and darker look to it – and not modify the quality. There are sealers without color enhancers and it will almost retain the original look of the stone.  We recommend you perform a test area before application.

Should I seal my marble? How often do I need to seal my marble?

We recommend sealing all natural stone with a good sealer (see Installation and Maintenance Guidelines).  Sealer does not make marble “stain proof” but helps with stain resistance.  Please follow the sealer manufacturer's instructions for recommended sealing procedures by.

How do I cut tiles?
Refer to our Installation and Maintenance Guidelines

What sort of maintenance is required for products?
Refer to our Installation and Maintenance Guidelines

What forms of payment do you accept?

Payment for orders placed online can be made with Visa, MasterCard, and Discover cards.  We do not accept debit cards.

Do I have to pay sales tax?

You only have to pay sales tax if you are located in the same state as our warehouse (Georgia).

When will my credit card be charged?

Your credit card will be charged within 24 hours prior to shipment of your item(s).

Privacy Policy

We value your privacy and we will not use the information collected for any other purpose than to fill your order. We will not sell your information not share with any other company.

Security

This website is protected with SSL (secure socket layer) encryption, the highest standard in internet security.

Back
   Home » Frequently Asked Questions Back to Top  Top
Questions? Call us at (888) 660-8667, Mon-Fri 9-5 EST
Why Buy From Us? Customer Service My Account Shop With Confidence
About Us
Samples Policy
Returns Policy
Privacy Policy
Help Center
Shipping Information
Track Your Order
Site Map
Sign In/Register
Shopping Cart
Order Status/History
Reset Your Password
Secure Shopping
© 2019 Classic Tile and Stone All Rights Reserved.
Customer Service (888) 660-8667