We want you to be very happy that you selected Arcana Tileworks products and services, and to have a positive outcome with no surprises or unhappiness. If, after reading this list you have any questions, please do not hesitate to contact us.
1. PRICING
A. Every product made is custom-made for you. Thus, our payment terms are 50% in order to begin production, and 50% when we either ship or deliver locally (in Florida). We accept paper checks, echecks, and PayPal, plus Visa, MC, and Discover through PayPal payment processing services. Final payment terms are typically 30 days net.
B. Pricing for handmade tile reflects the high level of attention and effort that every piece receives, the low volume of each item produced, and the customizing of design and finish.
C. We make our best efforts to find least-cost / good quality shipping methods, but will honor any preferences you may have. Shipping tile requires careful packing for a successful outcome. We add a handling charge to shipping costs to cover the extra materials and extra care taken to prevent damage and loss in transit.
2. PRODUCT
A. Most of the handmade tile product is "frost-proof," meaning it will not absorb much water and can work in pools (waterline and above), fountains, and outdoors in most climates. (Larger sculptural elements may not be frost-proof, and that will be disclosed.) This material is also suitable for smaller size floor tile indoors.
B. Much of our tile is suitable for both walls and floors, inside and out. However, flatness standards for ceramic tile flooring do not allow us to make large-format floor tile. Floor tile may need to be made in greater thicknesses than wall tile. Other floor tile issues such as slipping hazards, scratching, and cleanliness need to be considered - please inquire.
C. Any design we create for you is copyrighted by Arcana Tileworks LLC. In many cases, we can create a design for you at no charge, including even new molds and such. If the job is substantial enough to require a separate design fee, we will quote that for you.
D. We honor other copyrights and require permission to use protected images. We can help find many copyright-free designs if desired, or create designs for you.
E. There is no minimum order size but there is a minimum dollar amount.
F. Tile sizes will be as-specified. A 2" x 4" tile will measure pretty close to that exact measurement, as would a 6" x 6" tile, etc. However, don't forget that handmade tile will not be perfectly sized, or perfectly identical from tile to tile. We cannot reliably size tiles to thousandths or hundredths of an inch, for instance. The tile installer will need to plan for a grout line that can accommodate small size variations.
G. Tile thickness can be modified if required. Note that thicker tile takes longer to dry and fire and costs more to ship, and may result in an upcharge to cover additional costs.
3. SCHEDULING
A. All tiles are made to order (in Florida), not stocked. Typical turn-around time for small orders is 3-4 weeks; large orders will take longer. If we can do the work faster or if we expect it will take longer, we will let you know as soon as we can. Projects may not be scheduled to start immediately due to shop workload. All that said, we are happy to work with construction schedules to ensure a smooth process as much as possible.
B. Requests for production or shipment delays are fine and will be honored whenever possible. Requests for cancellation will be honored in whole or part depending on the status of material ordering and production.
C. Requests for fast turnaround are fine, and will be honored whenever possible. Please note that the time to make your order depends on the shop and equipment schedules for all customers' projects, not just the work to make your order.
4. RESOLVING PROBLEMS
A. We will make every effort to ensure that the product is what you have ordered, in appearance and application. If we mess that up, we will refund your money. If, however, we deliver what was requested and your mind has changed, we cannot refund your money. We will make every effort, however, to work with you on any possible positive outcome that recognizes the investment already made in production, design, shipping, etc.
B. If you receive product and within 5 calendar days report shipment breakage, we will work with you to refund your money or replace your product, at your choice. We may need your help to preserve the packaging and broken contents for the shipper's inspection for damage claims.
C. If product is broken during or after installation, that is not a loss we can cover. We are happy, however, to help you if you need replacement product, no matter how small the replacement order or how fast you need it.
D. Product can take longer than expected, and lateness is avoided whenever possible. However, the risks of custom product are unfortunate delays and surprises. While we wish we could honor target dates all the time, we cannot, and in most cases can only offer an apology and renewed commitment.
