Frequently Asked Questions

Orders and Shipping

All tiles are made to order in small batches (learn more about our process here). The lead time to produce your tiles depends on the size of the order and our backlog of prior commitments.

Most orders are completed within 6 to 10 weeks. Larger orders (over 10 square feet) or complex orders with customizations may take longer. This is the timeline before they can be shipped.

Contact us for a production estimate if you are working within a project schedule to confirm the approximate timeline.

We offer free, standard shipping on Decorative Tile orders that total $39 USD or more and Canadian orders of $49 CAD or more*

*Some restrictions apply for very large orders or very remote delivery addresses. We reserve the right to adjust our shipping policy as necessary to support our small business.

Shipping of Standard Field Tile is based on weight and is not included in the Free Shipping offer.

Our shop is based in Canada and we ship tiles all over the world – throughout North America, Europe, Australia and more. Please contact us if the website shipping estimate for international orders is unavailable or seems unusually high.

We usually ship through Canada Post (5-10 business days with tracking information after production) but customers in North America can request expedited shipping through Fedex (3-5 business days after production) as an upgraded shipping option at checkout.

U.S. and international clients please note: All import taxes, duties or brokerage fees are the responsibility of the buyer. We cannot estimate these costs for you. Shipping delays due to inspections by international customs facilities are beyond our control.

Installation

Installation:

Our handmade tiles will bring joy to your home and last for years to come. That being said, every handmade tile installation is unique and requires a variety of techniques, materials and knowledge.

If you're unsure about your ability to properly lay ceramic tile, we highly recommend hiring a professional contractor with experience installing handmade tile.

We want you to be 100% in love with your finished project and a quality installation is key.

Pre-installation:

Most Glossy glaze colours do not need to be sealed but we recommend that Matte and Crackle glazes are sealed before grouting.

Also, masking the surface of the decorative relief tile with painter's tape before grouting will make cleanup much easier. Sealing will not harm any glaze colour.

Our tiles are made from high-fired ceramic stoneware clay and finished with artisanal glaze colours. They are non-combustible and resistant to heat, water absorption, scratches and light frost. They make great backsplash accents and focal points in your gas range, accent wall or fireplace surround.

Other common uses include showers, fireplace hearths, walls, stair risers, and outdoor fountains (in areas that don’t experience extreme freeze-thaw conditions).

Our tile is about 3/8 to 1/2" thick depending on the overall size of the tile. As our handmade tiles are generally thicker than commercial tiles, you have a few different options for installation.

First, you can install your HeartStone tiles to “stand proud” elevated above the surrounding tile to showcase them as art pieces.

You also have the option to build up the surrounding tile using a backer board to bring the other tiles forward to meet the edge of your HeartStone tile.

Another option would be to ask your contractor to recess your HeartStone tiles into the wall to allow them to lie flush with surrounding commercial tile.

Since our tiles are handmade and have slight variations, we recommend a minimum 3/16” joint. A quality, polymer modified sanded grout is highly recommended. Special applications may require a different grout type such as epoxy.

Follow the grout manufacturer's guidelines for sealing. Your tile installer may have different recommendations depending on your project needs.

At this time, we do not offer custom coloured grout materials or grouting products.

The entire process of creating the tile is done by hand. As each tile is unique, small variations are expected and this is part of their inherent charm. Unlike machine-made tile, the handmade tile process uses wet clay during the forming stage.

As the freshly pressed tile dries, it shrinks considerably before being fired in the kiln where it becomes ceramic. Handling, shrinking and firing to a high temperature, all combine in the final tile installation to produce a vibrant, organic layout.

If you have any concerns about variation, please discuss options with your tile installer. They may suggest selecting a grout similar in colour to the tiles in order to make the variation less pronounced.

Care and Maintenance

Our tiles will never fade – even in direct sunlight. Our glaze colours are vigorously tested for durability. Each tile is produced to be "heirloom quality" so that it can be enjoyed for many generations to come.

We always strive to provide you with the most beautiful, best quality work possible.

All HeartStone tiles are guaranteed against defects beyond the usual, desirable imperfections characteristic of handmade tile. If you feel that you have any defective tiles, we will gladly replace or refund the purchase price minus return shipping. However, since we have no control over and are not responsible for the materials used to install the tile, the method of installation, backing, the skill of the installer, type of maintenance, usage or amount of traffic, we cannot guarantee tiles after they have been installed and assume no liability for damages of any kind. Please inspect all tiles before installation. Tile installation constitutes final acceptance of the product.

Each tile is distinguished by unique characteristics such as slight variations in size and colour due to the handmade ceramic art process. They are truly one-of-a-kind.

General Advice & Recommendations

🖤 Order sample tiles to see our quality and glaze colours in your home before placing a large order. Order samples here.

🖤 Planning to cut any tiles? Order a few extra just in case (usually 5-10%).

Use our Measuring Guide for more details or Contact Us for planning advice.

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