Our Handmade Tiles
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!
Where do I start?
Our brand new Design Studio is now open by appointment only. Schedule your in person appointment here. Or connect with our team for expert tile and design assistance via email at email@example.com, phone at 612-236-164 or live chat. Don't hesitate to reach out for ideas and guidance on your unique project, we'd love to talk tile with you!
Do I need to order a minimum amount of tile?
No tile order is too small. All orders are important for us to make.
Is your tile safe for outdoor use?
The selection of tile we currently offer is only intended for interior use. At this time, we do not offer any exterior grade tile. Reach out to us if you are looking for an exterior grade handmade tile recommendation.
Can your tile be used on a floor?
Absolutely, our tile is beautiful on floors! Check out our floor gallery here. This blog post is also a great resource! The most important aspect of installing tile on floors is ensuring you have the proper subfloor material. We recommend asking your installer or contractor about the best subfloor options for your space!
Can your tile be used in a pool?
We do not recommend our tile be used in pools or submerged underwater in fountains.
Is that really all just one color?
Yes, one glaze can really have that much of a range of variation. All of our tile is glazed by hand, causing some of the variation.
Can I have samples of your tile?
You can. Sample packs are available for purchase here, or you can purchase an individual sample by visiting any tile page. Reach out to our Samples expert at firstname.lastname@example.org if you have any questions!
What if I want a shape or color that I don’t see?
Tell us. One of the great things about handmade tile is the level of customization you can do. We love experimenting with new colors and shapes, so we’re always up for discussing your specific tile needs.
Can I hire you for design?
Yes, you can! Our amazing designers will work with you to make sure you get exactly what you want. We offer a variety of design services that are very inexpensive—it’s our way to ensure we gain your trust, and you LOVE the project you’re doing. Tell us a little about your project first and we'll be in touch. Follow this link to get started.
How does your custom process work?
Will the glaze color fade in the sunlight?
We use only the most reliable and high integrity glazes, so if your tile is installed and sealed correctly, it will not fade in the sunlight.
Why are the pieces per square foot listed for some tile not a whole number?
Some of our unique, non-subway tile shapes are exactly that—unique! When the area of a tile does not add up to an even fraction of one square foot, there will not be a whole number of pieces in a square foot. But fret not, we will always round up when sending your order, so you never have to worry about receiving less square footage than you ordered.
Need help figuring out the square footage of your space? We've got you covered. Check out our tile calculator!
How much is your tile?
Our tile ranges in cost per square foot, depending on the shape you order. When you browse our tile products, retail pricing is published for each pattern within the collections.
Does color affect the price of the tile?
The cost of our tile remains the same per square foot for each individual color or the curated blends available on our website. If you choose a custom blend of several colors, an additional fee will apply.
Why are the smaller sizes so much more expensive than the larger ones?
All of our tile is completely handmade from beginning to end with lots of love and attention to detail—the smaller pieces are much more work intensive and time consuming than the larger simpler shapes, so they are priced accordingly.
Do you offer trade pricing?
We sure do! Check out our trade program here or reach out to one of our tile specialists at email@example.com.
Do You Price Match?
No, we do not price match. Our Customer Relations team will do their best to ensure you are getting the best price available to you at all times.
Shipping & Lead Times
What is your lead time?
If you're purchasing from our Ready to Ship Collection, orders are fulfilled within 3 business days. Currently, our made to order lead time is 4-6 weeks. Please note that lead times may vary. For an accurate lead time for your project please contact us at firstname.lastname@example.org.
Do you ship internationally?
Yes, we ship internationally! Contact us for a shipping quote to your country: email@example.com
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.
Installation & Care
How is the tile laid out? How will it arrive?
This all depends on your project. Generally, we lay out and glue custom mosaics onto mesh which we then cut down and provide a map, so your installer has an easy time putting it together. We also have collections that come standard mounted on mesh. Subway tiles are sent loose. All your tile will be securely packed in boxes, ready to install on arrival!
How do I install the tile?
Great question. We've authored a very comprehensive handmade tile installation guide. Link to download can be found here.
We would like to note that our handmade tile requires more care to install than machine made tile due to the inherent variation and character, which is why we always recommend working with an installer who has experience with handmade tile to ensure a beautiful outcome.
Is it necessary to seal the tile? Does the tile need to be re-sealed annually or every few years?
We strongly recommend sealing your tile before grouting. This step ensures that the colorant in the grout does not penetrate any natural crackles in the glaze and discolor your tile. (It will also make it much easier for your installer to remove grout haze from the tiles after grouting.) The sealer that we use
in-house and recommend is Aqua Mix Sealer’s Choice Gold. We suggest following the instructions listed on whichever bottle of sealer you choose.
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.
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.
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 CO₂ from the air and promotes a flourishing ecosystem.
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.
What is Carbon Neutral Shipping?
Route is covering the cost to neutralize shipping emissions when you add "Green Package Protection" at checkout. "Green Package Protection" Shipping includes package protection at the same cost as before, with the additional benefit that your shipment is carbon neutral. By adding Green Package Protection to your cart, you're automatically taking instant climate action – no donation required.
How does Green Package Protection/Carbon Neutral Shipping work?
Route has partnered with Patch, a carbon credit marketplace, to facilitate the purchase of carbon credits to neutralize your emissions. Carbon credits represent a certified unit of carbon removal or avoidance delivered by environmental projects that can be purchased to naturally remove carbon from the air. Patch is a high-integrity carbon removal project that is vetted and certified by organizations like Gold Standard, Verra, Climate Action Reserve, and The American Carbon Registry.
How Does Route Work?
If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.
Need to file a claim? File here
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.
In both cases, the Route Premium cost will not be refunded.
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.
When Should I File a Claim?
Marked As Delivered (Stolen)
- Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered.
- Please note, some order issues may require a police report to be filed.
Stuck In Transit (Lost)
- For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.
- Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 30 calendar days from when it was marked delivered.
All of Route’s policies are listed here
How Do I File a Claim for my Lost, Damaged, or Stolen Order?
If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.
You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.
What are Route’s Terms and Conditions?
Route’s terms and conditions are listed here:https://route.com/terms-and-conditions/
Is Route a Licensed Insurance Company?
Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.
Returns & Exchanges
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 firstname.lastname@example.org for assistance.
My tile has been installed but I am unhappy. Can I return it?
Once tile has been installed it cannot be returned, but there may be an alternative solution. Please contact us at email@example.com ASAP if this is the case.
What if I order too much? Can I return the overage?
Please see our return policy above.
My tile arrived damaged. What can be done?
A small amount of damage is expected when shipping our handmade ceramic tile. To account for this, we always send additional tile at no charge. If you need additional replacement tiles please contact firstname.lastname@example.org within 30 days after your order has arrived.