FAQ
Answers to your frequently asked questions
Our handmade tile is the result of nearly a dozen different teams, each critical to the final product. Collaboration is in our DNA. This extends to our service of helping inspire designers, architects, contractors, developers and homeowners to offering recommendations on installation.
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Placing Your Order:
Contact us here and we’ll help you place your order!
We sell our tile exclusively through our national Dealer network.
Yes! if you have a project requiring large quantities or multiple locations please tell us about your project so we can evaluate the possibilities.
We can ship most international orders, depending on the destination. Your Dealer or Sales Person can help facilitate.
Specific tile samples for design exploration can be ordered through your local dealer.
Just want to get your eyes on a glaze color? 2×4″ color swatch samples are available for free at your nearest dealer or available for purchase on our website. Go to any Glaze product page and add to your cart by clicking the Get Color Sample button. For a flat shipping fee of $25, add up to 5 color samples.
We recommend ordering at least 15% overage for all orders to ensure you have enough tile to successfully complete your installation. Please double check quantities prior to ordering.
After an order has been confirmed and is in production, revisions and cancellations may not be accepted.
Returns cannot be accepted on made to order tile. Stock material returns are subject to a restocking fee and will not be accepted after 30 days.
Yes, we do custom work, depending on the project. Please contact a Pratt + Larson Dealer with custom inquiries.
Yes. If your (Dealer’s) warehouse is closed, we can ship direct. Please confirm that the site can receive a truck and move a palette if needed. We can help make arrangements for residential delivery with a lift gate. Our Customer Service Team is here to help you coordinate and troubleshoot.
When your order is ready, we will contact you to confirm shipping instructions. Picking up from our Portland warehouse? Please call us at (503) 231-9464 ahead of time to schedule.
Because of Covid, lead times may run longer than our usual 4- to 6-week period. If we run into delays, a member of our Customer Service or Sales Team will contact you.
Product questions:
Tips for installation:
- Please refer to our usage guidelines when ordering. Proper selection should be made according to intended use. Expect some wearing, scratching, and crazing to occur over time, this does not affect the integrity of the tile.
- Our tile is not frost resistant and should not be installed outdoors in climates where temperatures may fall below freezing.
- For detailed information on usage, download our Usage + Installation Guide.
The magic of handmade, ceramic tile is in its varied shades and sizes; every piece is different and color, surface and size variations should be embraced. Certain glazes have more variation than others so we have assigned V1-4 designations to help you to determine how much a glaze might range. The number lets you know the maximum variation a glaze might have but your order may be more consistent, if you are hoping for a specific look please discuss it with your salesperson.
CTDA Color Shade Variation Guide
- V1: Minimal Variation. All of our tile has some variation, V1 glazes have small subtle differences from piece to piece so that even our white tile installations have a little magic!
- V2: Some Variation. V2 glazes have a little more range from light to dark and some small, subtle shifts in color, adding a sense of depth and enriching the overall feel.
- V3: Moderate Variation. V3 glazes range in both color and value. These glazes may shift from tile to tile with in a single job but will almost certainly be different from one order to the next making it extra important to avoid add-on orders.
- V4: Substantial Variation. V4 glazes are exciting! They may have significant, sometimes dramatic differences from one tile to the next. These glazes are designed to have fluctuations in color and surface and may shift from glossy to matte on a single tile. Architectural Trim and relief pieces can emphasize the range on these glazes and we recommend looking at examples of these pieces to see how the glazes move. While we blend all of our tile as we pack, it is important to carefully layout your project to ensure a successful installation.
All sizes vary and our handmade tiles are irregular by nature. Field tile is approximately 3/8” thick. Surface textures will vary from subtle to pronounced from tile to tile and from one order to the next.
Please make sure you are referencing current color samples and understand that your final order may vary from Samples. The crackle pattern of our Crackle glazes (W and RC) will vary from tile to tile and is not controllable.
- In accordance with the TCNA guidelines for tile installation in wet or submerged water applications, our mosaic patterns are face mounted with a transparent adhesive film. Careful, slow, removal of the tape is needed to minimize adhesive residue.
- Download tips for installing face taped mosaics here.
- Depending on the glaze choice, mosaics may be installed in wet area applications, such as showers or submerged water applications.
The lead time for our made to order tile is 4-6 weeks. Custom or high volume projects may require additional time, the length of which will be determined upon receipt of your order.
- Most of our products are Red List-free.
- All of our glazes are 100% lead-free.
- All electricity in our studio is generated from wind and renewable energy.
- We use recycled and recyclable paper products for all of our packaging.
- Our products may qualify for LEED credits in the Pacific Northwest within a 500-mile radius of our Portland, OR studio.
- Read more here on our commitment to the environment.
Thoroughly inspect your order upon receiving. Any questions or concerns must be brought to our attention immediately upon receiving and resolved prior to installation. In the case of shipping damage, freight claims must be initiated by the receiver immediately.
Sort and lay out your tile prior to installation to allow for variation and range. The magic of handmade, ceramic tile is in its varied shades and sizes.
Installation constitutes acceptance. No claims will be honored after installation.
Wet cutting is required during the installation process. Do not dry cut or create excessive dust during the installation or demolition process. Improper installation techniques could expose installer to harmful silica dust.
Use sanded grout and install with a 1/8”-3/16” grout joint. Due to the stony, textural surface of the Kat + Roger and Craftsman glazes, a grout block is required to prevent hazing. We recommend using Old English Lemon oil as a grout block. Any oil remaining after the grouting process can be removed with soap and water. Do not let wet grout sit on these glaze surfaces as this increases the likelihood of hazing.
If you choose to use a highly contrasting grout, test a small area first before grouting the entire project to see how it will affect the color. Seal all crackle glazes with penetrating silicone sealer before and after grouting.
All Crackle glazes (RC and W glazes) should be sealed before and after grouting to prevent staining, water penetration, and tile discoloration. These glazes will continue to crackle over time, periodic resealing is recommended. Crackle patterns will vary from tile to tile and are not controllable.
Use a non-abrasive, non-acidic household cleaner. Do not use an abrasive scouring pad when cleaning tile. Please read your cleaning product labels to verify an acid free product. We recommend Soft Scrub with bleach.
Crackle glazes continue to crackle over time and periodic resealing may be needed when these glazes are used in a wet area. Sealing is recommended before and after grouting and again once a year or as needed.