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FAQ's

IS YOUR CHECKOUT SECURE?
YES! We have a secure socket layer certificate that encrypts the personal information you enter on this website. When you click to check out you will notice that the address of the site changes to https:// and also that a lock symbol will appear either at the end of your address bar or at the bottom right side of your screen (depending on the version of IE that you are using on your computer). These are indications that the connection between your computer and our server is secure and the personal information you now enter is encrypted to guard against anyone else viewing your personal information as you check out. You can click on the lock to view the security certificate status. We use Authorize.net to process our credit card transactions so you know your personal information is handled with the strictest confidence.

DO YOU HAVE A PRINTED CATALOG?
Because there are nearly 2000 designs to choose from, we do not keep a printed copy of a catalog. Designs come and go frequently and it would just be impossible to keep up with a hard copy catalog. All of the available designs can be found throughout the website.

WHAT IS THE DIFFERENCE BETWEEN KILN FIRED AND THE OTHER DESIGNS?
The kiln fired design images are pre-made artwork and therefore the images cannot be resized. The images are applied to the tiles and fired in the kiln at over 1400 degrees for several hours. The firing process allows the design to sink into and become a part of the glaze of the tile. The designs are completely UV and scratch resistant. You can treat your kiln fired designed tiles just as you would any plain tile. You can clean them daily with a sponge or soft cloth and any normal household cleaner such as glass cleaner, multi-purpose cleaner or soft scrub.
The digital tile murals and accents are produced from original artworks painted by well known and inspiring artists. Since the artwork has been digitally scanned, usually images can be resized to fit the area you intend to tile. The image is printed with sublimation dye onto sublimation paper using one of the best Epson 8 color photo printers available. The printed image and the tiles are then put into a heat press and we apply heat and pressure to the tile and printed image to transfer these images to the tile. The dye of the printed image flashes from solid form to gas form (much like dry ice) under the intense heat and pressure of the heat press machine. The gas formed dye permeates the tile surface and becomes permanent to the tile. You cannot wash the image off. You can clean them daily with a sponge or soft cloth and any normal household cleaner such as glass cleaner, multi-purpose cleaner or soft scrub. The colors in the digital tile murals and accents are usually more vivid than the kiln fired designs. Both methods of transferring the images to the tiles are permanent and are safe to use as a kitchen backsplash (behind a stove or sink or anywhere on the wall) or on the wall of your shower or tub surround.

WHERE CAN I INSTALL A TILE MURAL OR ACCENT?
You can install your tile murals and accent tiles permanently to any interior wall such as a kitchen backsplash, tub and shower surround or as a fireplace surround or mantle (temperature not to exceed 350 degrees). They may also be installed outdoors on the wall in areas that do not receive any direct sunlight.

DO YOU PICTURES OF THE DIFFERENT TILE TYPES?
Click here to view all of the tile types available for your tile mural and single accent tiles.

WHAT ARE MY TILE CHOICES FOR KILN FIRED MURALS AND ACCENTS?
You have several options:
The tile type choices are ceramic, Rialto porcelain and your own custom tile.
For ceramic tiles you can choose glossy (shiny) or matte (not shiny) finishes. You also choose the color, either white or biscuit (a very pale beige).
For Rialto porcelain you can choose the color, white, beige or noce. All the Rialto porcelain tiles for the kiln fired designs have a matte finish.
You can also choose to send us the tiles you want decorated. Any kiln fired design can be made on any glazed ceramic or porcelain tile. If the customer supplied option is chosen then you must send us the tile that you want the design made on. Your tile dealer can tell you if your tile is glazed or if it is ceramic or porcelain. Please note that the lighter the tile the better the design will appear. Darker tile has a darker glaze and since the kiln fired design will "sink" into and under the glaze during firing, if the glaze is dark it will hide some of the detail of the design. If you choose the customer supplied option as the tile color we will give you our address to ship your tiles to when we confirm your order.

WHY DO I HAVE TO CHOOSE A COLOR FOR KILN FIRED DESIGNS? I want the color that is shown on the website.
Since many of the kiln fired designs do not cover the entire tile area you will see the tile color of the blank tiles we use surrounding the design. The white or biscuit colored tiles won't change the colors of the design. You want to choose a tile color that coordinates with the other colors you are using in the area you are tiling.

WHY IS THERE NO COLOR CHOICE FOR THE OTHER MURALS AND ACCENTS?
You have several options for these tiles as well.
Since the digital artwork reproduction covers the entire blank tile surface there is no need to choose a tile color. You only need to select the type of tile you want us to use.
Since the tiles that we use for the digital artwork reproductions are sublimated, the tiles need to have a special polymer coating on them. The coating is applied to the tiles by companies who specialize in coating tiles for the industry. The coating is applied to the tiles and then the tiles are heated in large ovens to permanently adhere the coating to the tiles. We cannot coat regular tiles therefore the customer supplied option is not available for the digital artwork reproduction tiles.
You can choose from ceramic tiles, porcelain tiles and marble tiles.

The ceramic tiles have a smooth surface. The ceramic tiles have built in spacers to allow room for the grout between the tiles. If you want to use ceramic tiles you also choose the finish for the ceramic tiles - glossy, satin or matte.

The porcelain tiles have a satin/matte finish. These tiles have a texture (to make them look like stone). The texture has pits and nicks on the face of the tile where the color of the design will not penetrate. This will give your tiles an "old world" weathered look. The porcelain tiles do not have built in spacers. For a thin grout line, just butt the tiles against each other when installing. If you prefer a wider grout line use wall tile spacers between the tiles.

The marble tiles are a tumbled marble and have a textured matte finish with nicks and pits on the face where the color of the design will not penetrate. The marble tiles also have chipped and uneven edges and corners. Using the marble tiles will give your mural that "old world" and weathered look. The marble tiles need to be sealed by you using a stone sealer BEFORE you grout. You can find the sealer at most hardware and tile stores and at your local home improvement warehouse in the tile section. The marble tiles do not have built in spacers. For a thin grout line, just butt the tiles against each other when installing. If you prefer a wider grout line use wall tile spacers between the tiles.

WHAT BRAND OF TILES DO YOU USE FOR KILN FIRED MURALS/ACCENTS?
For the kiln fired tiles we use American Olean tile that is found in stock and off the shelf at most Lowe's Home Improvement Warehouse and most tile stores. We use this tile to try to make it easy for our customers across the country to match any tile they need to finish the project with our tile.

The Lowe's product numbers for the American Olean ceramic blank tiles are as follows:
White gloss   4 ¼" #1224   6" #1249
White matte   4 ¼" #1267   6" #1272
Biscuit gloss   4 ¼" #1263   6" #1266
Biscuit matte   4 ¼" #507   6" #1299

The Lowe's product numbers for the Rialto porcelain blank tiles are as follows:
White   4" #115512    6" #88836
Beige   4" #115516    6" 160078
Noce   4" (not available)   6" #65107

You can log on to Lowes.com to check the availability of these tiles at a store near you.

WHAT BRAND OF TILES DO YOU USE FOR THE OTHER MURALS AND ACCENTS?
The ceramic tiles are standard smooth surface 4 ¼" tiles with built in spacers that have had the special polymer coating applied to them. They are comparable to American Olean and Dal Tile. Since the image covers the entire area of the tiles it is not important to match the tile color. The porcelain tiles are Rialto white tiles that have the special polymer coating as well. You will not see the color of the tile since the image covers the entire blank tile surface. The texture will be the same as the Rialto tiles carried by Lowe's Home Improvement Warehouse. The marble tiles are a tumbled natural stone that has had the special polymer coating applied to them. They are typical of tumbled marble tiles you'd find elsewhere. They have a texture with pits and nicks on the face and uneven edges just as any other tumbled marble tile would have.

ARE THE OVERALL DIMENSIONS ON THE WEBSITE THE EXACT DIMENSIONS OF COMPLETED MURALS?
Please use our overall dimensions as guidelines only. Our overall dimensions include space for grout lines but you may want larger or smaller grout lines for your installation than we have allowed for. Depending on the size of your mural there could be a difference in our overall dimensions and yours from less than an inch to several inches for the larger murals. You should choose a design size that is smaller than the space you are tiling to allow for any overall dimension size difference.

DO YOU HAVE PICTURES OF COMPLETED PROJECTS?
Yes, please visit our Gallery. There you can view pictures of how others have used their tiles. You'll be inspired!

HOW LONG WILL IT TAKE TO RECEIVE COMPLETED ORDER?
Our digital art tile murals and digital accent tiles (items that begin with 15-*) and the Pool Mosaic designs (items that begin with 20-* ) usually ship within 3 business days from date of order. Kiln Fired tile murals and kiln fired accent tiles usually ship in 14 business days but can take up to 3 weeks to custom make for you. We do not keep a stock of finished tiles and each order is custom made as it is ordered. There are some items on the Specials page that are pre-made and can be shipped right away. If you need your custom made tiles in a hurry, just let us know. We can work with you to get your tiles completed quickly.

HOW MUCH IS SHIPPING CHARGES AND HOW LONG TO DELIVER?
During the check out process the system will give you the different shipping options and costs and you choose the option that is right for you. Note that the shipping options are for tiles AFTER they have been made for you (digital tile murals usually ship in 2 days, kiln fired usually ship in 7 days but could take as long as 2 weeks to complete). Shipping costs are based on the weight of the shipment and the distance it will travel. Our system connects with the UPS system during check out so you will know total cost with shipping of your order before you complete your purchase. Orders are shipped from Florida. Ground UPS shipping times in transit are: Most of Florida will arrive in 1 business day. Shipments going to, North Florida (Panhandle), KY, GA, LA, MS, AL, TN, SC, NC, VA & WV (most parts) will arrive in 2 business days. Shipments going to NYC, Southern WV and the states of NJ, PA, TX, OK, AR, KS, MO, IL, IN, MI, MD, OH and Washington DC will arrive in 3 business days. Shipments going to NY, WI, MN, MA, IA, NE, CO, NM & AZ will arrive in 4 business days. Shipments going to CA, NV, UT, WY, SD & ND will arrive in 5 business days. Shipments going to WA, ID, MT & OR, and one small area of CA will arrive in 6 business days. If you need your package to arrive sooner, you can always request a faster shipping method. We will let you know the options and costs before finalizing your order.

I AM TRYING TO MATCH A SPECIFIC COLOR - WHAT SHOULD I DO?
The shade or hue of an exact color is impossible to match and determine for a number of reasons. The most important factor that determines the color we see on the website or when a design is printed is the settings of your particular monitor and printer. Color is interpreted by each brand of monitor and printer differently. For instance, what looks or prints as a light pink color on your monitor and printer may be a shade or two darker on mine. It will still be pink - but the shades will be different. That is because the settings of your equipment are different from mine. Also, keep in mind that the way humans interpret color is determined by the number of color "cones" in our eyes. Even people perceive color differently. You may see a particular color lighter or darker than the way I see it. As an example, the color we both perceive may be purple, but the shade won't be the same for each of us. When you look at a design on the website and you see, for instance, the color purple. The finished tiles will have purple in them but the shade could be lighter or darker than what you see on your monitor or print from your printer. Trying to match an EXACT shade of a color is just not possible. When trying to match colors it is best to receive your tiles first and then match your paint or drapery colors with the tiles rather than the other way around.

I HAVE PLACED AN ORDER BUT NOW NEED TO CANCEL?
Although completing and submitted the order form is an authorization for us to charge your credit card for your order, if we have not started making your tiles for you than your order may be canceled without charge or penalty. Once we have started to make your tiles for you than a 25% restocking fee will be imposed. This charge is necessary to partially off-set our time and costs of the materials used in creating your tiles. Since every order is custom made to your specification it is rare that we receive a request for the same exact order as anyone else. If an order is canceled after we have begun making the tile, there is little chance anyone else would place an order for the exact same design on the exact same tile color and finish and so there is little chance that we could re-sell the canceled order. If you need to cancel an order, just let us know ASAP and if we have not started to make your tile, you will not be charged anything.

WHAT IS YOUR RETURN POLICY?
If you are not happy with your tiles, they may be returned but there are some restrictions: Returns will not be accepted without our prior approval. If you wish to return an order you must contact us prior to shipping it back to get a refund. All returned orders must be shipped back to us insured to their retail value within 10 days from the date you received your order. You must contact us prior to returning the tiles in order to receive a refund. The Tile Mural Store does not pay for return shipping. All return shipping costs including insurance are the responsibility of the customer. Because the tile murals and accent tiles are custom made just for you we must charge a 25% restocking fee on all returned orders. Returns on pool mosaic tiles also incur the 25% restocking fee which is imposed by the manufacturer of these items (we are a distributor for the pool mosaic tiles and do not manufacture those items).

Refunds are given only if the tiles are returned in their original and new condition. Designs that are made on your supplied tiles or that are altered in any way from the way they appear on the site (examples - placed on the diagonal, removing borders, changing colors) may not be returned, custom sizes, etc. Custom tiles, such as tiles made with your supplied art or picture may not be returned. Tiles that are damaged or in any way altered from the way they were shipped to you may not be returned.

WHAT HAPPENS IF MY TILES ARE BROKEN DURING SHIPPING?
If your tiles arrive damaged, you must notify us within 24 hours of receiving your tiles. We will re-make your tiles and ship them to you at our expense. You must keep the damaged items and all packaging material for shipper's inspection and pick up as we will make a claim with the shipper. All orders that are shipped with UPS are fully insured but your cooperation with UPS is necessary to file a damage claim.

MY TILES ARRIVED FINE BUT ONE BROKE DURING INSTALLATION, CAN IT BE REPLACED?
Tiles that are broken or damaged by you, or when you did not notify us soon enough to file a damage claim with UPS, can be replaced. You would need to pay the cost of the individual tile(s) and shipping costs for the replacement tiles. All mural tiles have a number on the back of the tile. Please provide to us the number on the back of the tile that needs to be replaced. Only the items that have a product ID that begins with the number 15 can have individual tiles replaced without having to replace the entire mural.

IMPORTANT NOTE !! - The kiln fired murals (items that do not have product id numbers that begin with the number 15) are made as a whole and therefore, even if just one tile of a kiln fired mural needs to be replaced the entire mural must be remade.

I HAVE QUESTIONS AND WOULD RATHER SPEAK WITH A LIVE PERSON?
If you have questions we would love to hear from you. You can give us a call at 352-668-4577 or 727-742-7719.

If you prefer that we call you just send us an e-mail with your name, phone number, time zone (or State) and a good time range to call you and we will call you. It would be our pleasure to speak to you and assist you in finding the perfect design for your home.