What do you mean by handmade tile?
This means that we make all of our tile with our own hands from
start to finish. Our clay starts out in 25-pound blocks, which we then extrude and cut down into all of the shapes you see. From there we brush the glaze by hand. Once they are glazed, we load them into our kilns to fire—this is what creates all of the beautiful colors you see. Once all of the tiles have gone through the kiln, we ship them if they're Subway Tile or trim- or lay them out on standard sheets before shipping them to you. If it's a custom order: we lay out according to each project's specific design and layout, cut down your custom piece, and make a map for easy installation. Then, we ship them off to you! So, you see, we do every step of our process with real people. No machines here!
Can I pick up my order from you directly?
We offer local pickup for select in-stock tile options at our Minneapolis-based studio. Simply place your order online and select the 'Local Pickup' option at checkout, if available for your selected tile. When it's ready, you'll be able to schedule a pickup time M-F, 9am-4:30pm to pick up your tile in our building’s front parking lot. We’ll meet you there at your pick up time and load in your handmade tile order.
After pick up, unbox and inspect your tile as soon as possible. If there is any damage, please contact us within 30 days of pick up for free replacements. All Made to Order tile is non-returnable. All Overstock, Small Batch and Discounted Items are sold as-is and are non-refundable.
How do I clean/maintain my tile? What products are safe to use on handmade tile?
To best maintain your tile, make sure to clean any spills immediately to avoid staining. We recommend using a mild dish washing soap with water and a non-scratching sponge or rag. You can also use a neutral pH cleaner specified for tile. Avoid using any cleaning products that contain acids like vinegar or lemon.Â
For tiled floors be sure to vacuum and/or sweep your floors regularly to protect the tile from sand and dirt. Also consider placing mats or rugs in high traffic areas to further prevent wear and tear over time.
It is also recommended that you reseal your tile every 1-3 years. In order to tell if the tile needs to be resealed, conduct a water test: simply splash water onto the tile; if it beads off, it is properly sealed. If the water absorbs into the tile, it is time to reseal.
If you chose to install using grout that requires sealing after installation, we recommend resealing your grout regularly (every 1-2 years) to maintain it and prevent staining. Refer to your grout manufacturer’s instructions.
What is Route and Green Package Protection?
Route's Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Green Package Protection can be added during checkout.
Every time you add Green Package Protection to your order, Route donates to support an
agroforestry initiative that removes COâ‚‚ from the air and promotes a flourishing ecosystem.Â
You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery.
How Does Route Process Refunds or Reorders?
Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes if the merchant has Automatic Issue Resolution enabled. Â
In both cases, the Route Premium cost will not be refunded.Â
Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.
Do you accept returns?
Mercury Mosaics tile is primarily made to order. Due to the custom nature of our work, we generally can not offer returns. However, we do occasionally accept returns on some of our best sellers we aim to have ready to ship at all times.
All Overstock, Small Batch and Discounted Items are sold as-is and are non-refundable.
We always recommend keeping some extra tiles in the event a replacement is needed.
Clients are responsible for ensuring the tile is safely boxed and arrives in original condition. We are unable to refund tile that is damaged or broken during shipping. If you would like to purchase insurance for your return shipment, please let us know. Clients are responsible for the cost of return shipping and any customs fees or duties. All returns are subject to a 25% restocking fee. We are unable to accept a return of less than 5 square feet. Tile cannot be returned after 30 days.
If you have any questions or concerns, please feel free to reach out to us. We want you to love your tile! Please contact care@mercurymosaics.com for assistance.