Help & FAQs

Need help before ordering, after placing an order, or while planning a project? This page covers the questions we hear most often about samples, shipping, lead times, returns, installation basics, and trade support.

If you are looking for material-specific guidance, visit our product pages, collection pages, and buying guides. If you need help with an active order or project, contact our team directly.

Samples

Can I order samples before placing a full order?

Yes. We strongly recommend ordering samples whenever color, finish, variation, or surface character matters to your decision. Samples help you review the material in person and under your actual lighting conditions.

Why should I order a sample if I already saw the tile online?

Product images are helpful, but many materials read differently in person. Natural stone, zellige, glass, ceramic glazes, and surface finishes can all appear different depending on light, angle, and surrounding materials.

Are samples exact representations of my full order?

Samples are meant to help you evaluate general material character, color direction, and finish. With natural stone and handmade materials, variation is expected, so the final order may not match the sample piece exactly.

Do sample costs apply toward a full order?

Sample policies can vary by product and project type. If you are working on a larger order or trade project, contact us and we can advise on the best approach.

Orders

Can I place an order online?

Yes, many products can be ordered directly through the website. For larger projects, trade orders, custom requests, or pool-related systems, we recommend contacting us so we can help confirm details before ordering.

Can I change or cancel an order after it is placed?

If you need to request a change, contact us as quickly as possible. Once material has been processed, packed, cut, or shipped, changes may no longer be possible.

Do you support custom or project-based orders?

Yes. We support custom production and project-based orders for many material categories, including stone, tile, mosaics, trims, and selected specialty applications. Lead times and minimums may vary.

Should I order extra material?

Yes. Extra material is generally recommended for cuts, breakage, layout adjustments, and future repairs. The right overage amount depends on the product, layout complexity, and application.

Shipping & Delivery

How quickly will my order ship?

Shipping timing depends on whether the material is in stock, made to order, project-packed, or shipping by parcel or freight. Sample orders and stocked materials often move faster than large or custom orders.

Do you ship across the United States?

Yes. ArtePierre supplies projects across the U.S. Shipping methods vary depending on order size, weight, and destination.

Will my order ship by parcel or freight?

Smaller orders may ship by parcel. Larger tile and stone orders often ship by freight. Heavy or project-scale shipments may require additional delivery coordination.

Do you offer jobsite delivery?

Many larger orders can be coordinated for jobsite delivery depending on the project and shipment type. Delivery conditions should always be reviewed in advance for access, unloading, and scheduling.

Do you offer ready-to-ship materials?

Yes. For current stocked selections, visit our In Stock & Ready to Ship page.

Returns, Damages & Claims

Can I return tile or stone?

Return eligibility depends on the product type, order status, and whether the material is stocked, special order, or custom made. Contact us before assuming a return is possible.

What should I do if my shipment arrives damaged?

Inspect your delivery as soon as it arrives. If there is visible damage, note it on the delivery receipt when possible and contact us promptly with photos and order details so we can review the claim.

What if I discover a problem after delivery?

Contact us as soon as possible with clear photos, your order number, and a description of the issue. Do not install material you believe is damaged, incorrect, or unsuitable until the issue is reviewed.

Installation & Care

Should I inspect tile before installation?

Yes. All material should be inspected before installation. Installation is generally considered acceptance of the product, so review the tile first for quantity, shade, finish, and overall suitability.

Do natural stone products require sealing?

In most cases, yes. Marble, limestone, travertine, onyx, and other natural stones are commonly sealed to help reduce staining and moisture absorption. Care requirements depend on the product and installation area.

Do handmade materials like zellige vary?

Yes. Zellige and other handmade materials naturally vary in shade, surface, edge character, glaze response, and overall appearance. That variation is part of the material’s appeal.

Where can I find installation and maintenance guidance?

Please visit our Installation, Care & Maintenance Guide for general guidance. Your installer should also confirm suitability for your specific application and site conditions.

Can all products be used in wet areas?

Not automatically. Suitability depends on the exact product, finish, format, and installation method. Always confirm application fit before ordering or installing.

Trade & Project Support

Do you work with architects, designers, and builders?

Yes. We support architects, interior designers, builders, contractors, and other trade professionals with product guidance, samples, and project coordination.

Do you help with larger or more complex projects?

Yes. We can help with collection selection, finish review, larger quantity planning, and project-specific support depending on the product and scope.

Do you provide spec or submittal support?

For selected collections and project-based work, yes. Contact us with your project details and we can advise on the next step.

Where can trade professionals learn more?

Visit our For Architects, Designers & Builders page for more information.

Need More Help?

If you still have questions, the best next step is to contact us with your product links, project scope, and timeline. That helps us guide you more accurately and faster.