FAQ

General

To prioritize the health of our community, our ATX showroom is temporarily closed and our sales and design specialists will work remotely. We will continue to deliver our professional services as usual, and strive to meet your project needs. Read details here!

Our warehouse is located at 10508, Boyer Blvd, Austin, TX 78758. The warehouse is not open to the public, and only serves as pick up location.

Our showroom is currently closed. Once we return to normalcy: Walk-ins welcome and no appointment  needed as we are open to the public. You are welcome however, to email our sales and design team with details prior to your visit to allow for an informed consultation.

Our showroom is currently closed. Once we return to normalcy:  When in Austin, TX, stop by our showroom for professional in-person consulting, give us a call at 512-836-8500, send us a DM on instagram, chat with us on the website, or shoot us a message here, and we will get back with you as soon as possible. 

  1. CHAT – Immediate questions? Just chat with us online.
  2. SALES REPS – Our sales and design specialists are here for your project needs

You can browse our online gallery, our instagram, or check out some hospitality projects listed here featuring awesome tile.

We might be biased but the answer is simple: to make a statement. Choosing handmade tile continues the proliferation of artisanal craft, supports local and small communities and is just special in its uniqueness.

There is a tile for anyone! There are so many options for all kinds of projects and styles in our collections. Are you looking to give your spaces personality through pattern and color? Take a look at our patterned tiles. Are you going for a clean look playing with different layouts and shapes? You might find a color combination here. Do you love the look of terracotta tiles? Check out our Saltillo tile.

Quite a bit! Natural variation is a characteristic of handmade tile. As a result, expect variations in size, shade, thickness. Irregular edges and the appearance of fine cracks are also inherent in this product and can vary from piece to piece.

We source handmade tile from skilled artisans in central Mexico, Dolores Hidalgo, Guanajuato, Istanbul, Turkey, and Hanoi, Vietnam.

You can conveniently check out up to 5 samples online at no shipping cost. Just make sure that you cart does not show more than 5 items. You can also order samples directly by visiting our ATX showroom. We recommend ordering at least 2 pieces of the same product to see the level of variation you can expect with a full order.

Yes, we love working with the trade! So much in fact that we offer discounted trade pricing and personalized pro service. Whatever you need, custom patterns or assistance with measuring your project, we’re here to help! As an industry professional, you will receive the most competitive pricing and  lead times we have to offer. Please sign up for our trade program here.

If we are out of samples, please email contact@clayimports.com or chat directly on the website. We also recommend ordering a similar pattern or colorway, if the sample you are interested is available immediately.

We highly recommend you order at least 15% extra for cuts and waste and even to keep a couple pieces for any future repairs. If you don’t order enough tiles to complete your project, add-on orders can be time-consuming, have the potential to not match your original order due to batch variation. Not to forget that you may run into issues holding your project.

We accept payments made via major credit cards, wire transfer, checks, cash in store, or online invoicing. If a volume discount has been applied to your order, we will only accept payment via check or wire transfer. Payment for international orders must be submitted via wire transfer.

We are closely following the information about Coronavirus (COVID-19) shared by the Centers for Disease Control and Prevention (CDC) and the World Health Organization.

Regarding lead-times for our products crafted in Mexico, according to U.S. Embassies and Consulates in Mexico: There are no entry or exit restrictions in place because of COVID-19.

Please know that though our production processes are currently not affected, under the circumstances, we must be aware of all World Health Org and government guidelines. We will continue to share information about your order as we receive it, if you have any questions please feel free to reach out to us anytime.

Cement Tile

Cement tiles are made of decorative-quality concrete and are composed of two layers, a pigmented color layer (a single color, or multi-color patterns), and the structural tile body. Cement tiles are handmade, and non-fired.

  • Cement tiles can perform in most applications such as kitchen floors, kitchen backsplashes, kitchen countertop, bathroom floors, bathroom backsplashes, bathtub surrounds, laundry room, fireplace surrounds and entryway including commercial, with the correct sealant.

Please read our cement tile sealing guide carefully and provide to your contractor/installer.

Yes, cement tile can be used in outdoor settings such as patios, fountain accent and veranda with the correct sealant. It is strongly recommended to seal the tiles properly during and after installation.

Please read our cement tile sealing guide carefully and provide to your contractor/installer.

Though handmade cement tiles are not rated to withstand extreme freezing conditions, if properly installed, these products will endure decades of use. For best results, follow our wet area installation guide.

This is a crucial note when considering application of cement tiles to a pool that may use pH altering pool cleaning products. Because cement tiles are not resistant to acids, they should be cleaned with pH neutral cleaners.

Yes, you can create your own custom cement tile designs. From concept to installation, Clay Imports has experienced designers ready to see you through the entire process. Please email  contact@clayimports.com for a complimentary consultation.

  • We stock a wide selection of cement tile in Austin, TX available to ship within 3-5 business days. You can find all in stock tile here.
  • We stock a wide selection of cement tile in Mexico, available to ship within 2-3 weeks. Please refer to our product pages for availability.
  • Lead-times for custom cement tile (contact us here if you want to go custom) varies depending on project complexity.

Please refer to our cement tile installation guidelines.

We recommend Mapei Flexcolor CQ in the shade Frost or Avalanche. Of course, you may use any other Mapei Flexcolor CQ (link to Mapei Flexcolor website) color to fit your project’s needs – just stay away from dark grays or blacks as they can seriously stain your tile. General thumb rule: select a shade shade that best matches the lightest shade in your pattern.

You should use fairly tight grout joints not larger than 1/16″ to allow your pattern to repeat properly. 

Also, please remember to always use a grout release. 

  • Cement tiles require some basic cleaning and maintenance to keep their beauty. What you need to do first is to wash your cement tile with lukewarm water on a regular basis; a soft cleaning detergent may also be used when necessary.
  • Please make sure not to let any type of liquid sit on the tile surface. Clean up any spills immediately and dry the cement tiles completely with a clean cloth to prevent and permanent damage.
  • Please read our cement aftercare carefully

If you need professional cleaning service, please contact a professional tile installation/restoration company in your area. In Austin, we recommend reaching out to pro installers at The Tile Press at contact@thetilepress.com. Of course, we are happy to provide as much assistance as possible beforehand.

  • Much like cement tiles, our “Encaustic” clay tiles were designed with color and pattern in mind. However, unlike cement tiles, these tiles are kiln fired. The process of firing tiles results in a much denser composition, a less absorbent tile. Our encaustic patterns on clay are a low maintenance, handmade alternative to conventional cement tiles – think cement tile, only no sealing, and it won’t stain. Watch this video (link to Beatriz video) for a comparison!

Cement tiles are porous and thus require significant sealing to prevent absorption. The more sealant that is applied to cement tiles, the less likely they are to absorb moisture.

We advise using grouts that contain little or no pigment coloring and applying grout in small sections, less than 4 square feet at a time.

If your tile has been stained during the grout application, follow our how to remove grout stains guide.

If spills are not cleaned up immediately and properly, even sealed cement tiles can stain. Many stains can be cleaned with an all-purpose cleaner. If an all-purpose cleaner is not working for you, please contact us at contact@clayimports.com.

Clay Tile

Much like cement tiles, our “encaustic” clay tiles were designed with color and pattern in mind. However, unlike cement tiles, these tiles are kiln fired. The process of firing tiles results in a much denser composition, a less absorbent tile. Our encaustic patterns on clay are a low maintenance, handmade alternative to conventional cement tiles – think cement tile, only no sealing, and it won’t stain.

 

Encaustic clay tile can perform almost everywhere such as kitchen floors, kitchen backsplashes, kitchen countertop, bathroom floors, bathroom backsplashes, bathtub surrounds, laundry room, fireplaces, outdoor BBQ’S, stair risers.

Yes. Encaustic pattern clay tile can be used in outdoor settings such as patios, fountain accent and veranda with the correct sealant. While it is sealing is not required for this type of tile, we recommended to seal the tiles properly for best protection. 

Though handmade clay tiles are not rated to withstand extreme freezing conditions, if properly installed, these products will endure decades of use. For best results, follow our wet area installation guide.

Yes, you can create your own custom clay tile designs and even size or shape. From concept to installation, Clay Imports has experienced designers ready to see you through the entire process.

Please reach out to  contact@clayimports.com for a complimentary consultation.

  • We stock a wide selection of encaustic clay tile in Austin, TX available to ship within 3-5 business days. You can find all in stock tile here.
  • If our standard item is out of stock, lead-time after order confirmation is approximately 6-8 weeks. Please refer to product pages for more details.  
  • Lead-times for custom encaustic clay tile (contact us here if you want to go custom) varies depending on project complexity.

Clay Tile installation is comparable to conventional, ceramic tile installation.

Unlike other handmade tiles. This tile does not require sealing. It is stain resistant, right out of the box. Please refer to our Encaustic Pattern tile installation guidelines for more details.

Clay tiles are quite easy to clean with conventional floor cleaners. Just stay away from using acidic cleaners. 

If you need professional cleaning service, please contact a professional tile installation/restoration company in your area. In Austin, we recommend reaching out to pro installers at The Tile Press at contact@thetilepress.com. Of course, we are happy to provide as much assistance as possible beforehand. 

We recommend Mapei Flexcolor CQ or Mapei Ultracolor Plus in the shade Frost or Avalanche. Of course, you may use any other Mapei Flexcolor CQ color to fit your project’s needs – just stay away from dark grays or blacks as they can seriously stain your tile. General thumb rule: select a shade that best matches the lightest one in your pattern.

You should use fairly tight grout joints at approximately 1/16″ to allow your pattern to repeat properly. Also, please remember to always use a grout release. For more details, refer to our encaustic pattern clay tile installation guidelines.

Much like cement tiles, our “Encaustic” clay tiles were designed with color and pattern in mind. However, unlike cement tiles, these tiles are kiln fired. The process of firing tiles results in a much denser composition, a less absorbent tile. Our encaustic patterns on clay are a low maintenance, handmade alternative to conventional cement tiles – think cement tile, only no sealing, and it won’t stain. 

Saltillo Tile

Saltillo tile is available in numerous shapes, sizes and finishes. Though the aesthetics of Saltillo Tile can vary greatly, the essence of Saltillo Tile is its place of production.The artisans mix the natural clay with water, making it very wet, leading to an almost pourable consistency. Then they place wooden frames on the ground and pat the very wet clay into them by hand. After that, artisans lift the frame and the tiles dry in the sun. And finally, the tiles are fired in the cave kiln.

Sealed Saltillo tiles can perform indoor floor and wall applications such as kitchen floors, kitchen backsplashes, kitchen countertop, bathroom floors, bathroom backsplashes, laundry room, fireplace surrounds. Sealed Saltillo Tile should not be installed in wet areas such as showers floors.

Yes, Saltillo tile can be used in outdoor settings such as patios or verandas. However, we advise against using it in areas exposed to extreme freezing conditions.

Saltillo tiles come in a variety of shapes and finishes. Please refer to our Saltillo tile spec sheet and feel free to reach out to contact@clayimports.com for a complimentary consultation.

  • We stock a wide selection of Saltillo  tile in Austin, TX available to ship within 3-5 business days. You can find all in stock tile here.
  • If our standard item is out of stock, lead-time after order confirmation is approximately 6-8 weeks. Please refer to product pages for more details.  

Saltillo tiles are quite easy to clean with conventional floor cleaners. Just stay away from using acidic cleaners. We recommend Fabuloso All Purpose Cleaner.

If you need professional cleaning service, please contact a professional tile installation/restoration company in your area. In Austin, we recommend reaching out to professional installers The Tile Press at contact@thetilepress.com. Of course, we are happy to provide as much assistance as possible beforehand.

We recommend Mapei Saltillo tile specific gray grout. Due to the variation in size, we recommend using a grout joint approximately ⅛” to ½”  to allow your pattern to repeat properly. Though pre-sealed tiles do not require further sealing, using a conventional “grout release” will increase the efficiency of grout application. For more details, refer to our Saltillo tile installation guidelines.

Glazed Saltillo Tile

In collaboration with our partners in Mexico, we’ve created a “perfectly imperfect”, textured and super shiny new rustic solid color trend. For the first time, terracotta Saltillo tile is glazed.

  • Glazed Saltillo tile can perform almost everywhere such as kitchen floors, kitchen backsplashes, kitchen countertop, bathroom floors, bathroom backsplashes, bathtub surrounds, laundry room, fireplaces, outdoor BBQ’S, stair risers.

Yes. Glazed Saltillo can be used in outdoor settings such as patios, fountain accent and veranda with the correct sealant.

Though handmade clay tiles are not rated to withstand extreme freezing conditions, if properly installed, these products will endure decades of use. Contact us directly for further information.

Glazed Saltillo tiles come in a variety of shapes and colors. Please refer to our Saltillo tile spec sheet and feel free to reach out to  contact@clayimports.com for a complimentary consultation.

  • We stock a wide selection of Glazed Saltillo tile in Austin, TX available to ship within 3-5 business days. You can find all in stock tile here
  • If our standard item is out of stock, lead-time after order confirmation is approximately 8-10 weeks. Please refer to product pages for more details.  

Lead-times for custom Glazed Saltillo tile (contact us here if you want to go custom) varies depending on project complexity.

Glazed Saltillo tiles are quite easy to clean with conventional floor cleaners. Just stay away from using acidic cleaners. 

If you need professional cleaning service, please contact a professional tile installation/restoration company in your area. In Austin, we recommend reaching out to to professional tile installers The Tile Press at contact@thetilepress.com. Of course, we are happy to provide as much assistance as possible beforehand.

We recommend Mapei Flexcolor CQ or Mapei Ultracolor Plus in the shade Frost or Avalanche. Of course, you may use any other color to fit your project’s needs – just stay away from dark grays or blacks as they can seriously stain your tile. 

You should use fairly tight grout joints at approximately 1/16″ to allow your pattern to repeat properly.  Also, please remember to always use a grout release. For more details, refer to our Glazed Saltillo tile installation guidelines.

Trade

To apply for the Clay Imports trade program please fill out the form here: https://clayimports.com/trade/

Licensed general or tile contractors, builders, architects, and designers. We accept individuals and firms.

To apply to Clay Imports’ trade program, you must provide the following.

  • Registered Business Name and Address
  • Email Address
  • Phone Number
  • Please also attach at least one of the following:
  • Business License/Form with EIN #/Tax ID/Resale Certificate

Absolutely! – we work with trade professionals worldwide!  Please apply through https://clayimports.com/trade/

  • Sample Shipping and brokerage charges and services are the buyer’s responsibility. Please email international sales specialist Luna at luna@clayimports.com for full order shipping quotes.

Clay Imports offers a variety of perks! Details will be provided in your welcome email upon approval to the program.

Please review your order carefully as we do not accept any returns or exchanges on any of our products.

  • Trade requested samples can be returned within 60 days for a refund, after 60 days for in store credit.
  • Custom & non-stock orders, final sale/clearance items cannot be cancelled.
  • Expedite fee, shipping and delivery costs cannot be refunded.

Also, deposits for custom and non-stock orders are non- refundable.

Clay imports is not responsible for dissatisfaction of material following installation. For more details, please refer to our Return Policy.

Yes! Once approved you will receive a website login and check out code which allows you to apply the trade discount on all items on www.clayimports.com with the exception of items under “Sale.”

We will review your trade program application and will respond within 24 hours.  Once and you have been accepted, you will receive a welcome email detailing the program. If you are eager to directly move forward, please email devon@clayimports.com to speed up the review process. 

No, only trade specialists able to provide the above mentioned requirements are eligible to apply. Your designer/architect/contractor may place the order on your behalf if they have been approved for the Clay Imports trade program.

Your personal Clay Imports sales and design specialist will be happy to assist you one-to-one with each project from start to finish and provide you with a quote for your project.

You may check out samples online (you must be logged in your Clay Imports account) or directly by contacting your assigned sales specialist via email, phone, or in store.

You may place orders online (you must be logged in your Clay Imports account) or  or directly by contacting your assigned sales specialist via email, phone, or in store.

Clay Casa

Clay Imports is dedicated to exploring and sharing handcrafted goods between and within countries around the world. To this end, we have worked in collaboration with artisans in Mexico to launch a series of terracotta and ceramic ware, furniture, and other home decor items, such as coasters or house numbers.

Generally, yes. However, customization depends on many factors regarding fabrication and can be limited. Please email product developer Nick nick@clayimports.com with your specifications.

Poco Pottery products are microwave safe and we recommend hand washing and handling with care as it will extend the life of your ceramics.

Shipping-Delivery-Pick up

We ship all over the world! For international shipping quotes, please email international sales specialist Luna at luna@clayimports.com.

Orders are shipped by either package service (UPS) or a freight carrier (LTL) depending on weight and product type. Shipping estimates will be quoted at the time of order and may be modified if the actual shipping cost varies upon the final shipment. Orders that exceed 125lbs will ship out LTL.

All samples and in stock orders usually ships out within 2-3 business days.

All custom orders will ship out within 2-3 business days upon receiving confirmation of order arrival from your Sales Rep.

COVID-19 Update: We fulfill samples and orders. Your orders will be processed as quickly as possible. Please note that there may be some delays with transit times.

UPS shipping transit time varies, but is typically 2-5 business days from the time the order leaves our warehouse.

LTL shipping transit time varies, but is typically 4-8 business days from the time the order leaves our warehouse. To ensure a successful delivery, we require onsite contact information for ANY delivery we make. Whether we deliver to a residence, business, or construction site, we will require your designated onsite contact to receive and sign for the order upon delivery. Please note that additional charges will apply if onsite contact info needs to be changed AFTER your order has shipped.

For more details, please refer to our Shipping Policy.

Shipping costs depend heavily on quantity and weight and tile can be heavy! We also carefully package and palletize your order to avoid damages during transit.

If you would like to re-rate shipping charges, please be in touch with your sales rep or email contact@clayimports.com

Considering that our tiles are handmade and hand packed, they are susceptible to damage.It is expected that a very small percentage of your tile will arrive chipped or scratched. ​Note that these pieces can be used for cuts.​ 

If you receive an item that is damaged, incorrect or defective, please take pictures of the damaged shipment prior to unpacking the order and of any broken materials and then notify us via email at contact@clayimports.com or the sales person email in charge of your order within ​​2 business days of receiving the products including picture proof. Customer is responsible for the inspection of all material when received. Pictures will be required to assist in any claim for damage material. Please note any damage on the freight company Bill of Lading at the time of delivery. No claim for damage can be accepted if not noted at the time of delivery and notification must be sent to us within the following 48 hours. Please do not refuse the shipment, if you find damage, missing material or incorrect quantities accept the shipment and note the issues in detail on the receipt with the driver. If damage is properly document, we can begin the process of getting replacement material to you.

For more details, please refer to our Shipping Policy.

COVID-19 Update: Our warehouse is currently closed. Please reach out if you would like to schedule shipping or local delivery.

COVID-19 Update: We fulfill samples and orders. Your orders will be processed as quickly as possible. We offer no-contact deliveries upon request. 

Yes, we can deliver in person as long as the drop-off site is in the Greater Austin area. Delivery charges range between $80-$120 per pallet. All deliveries are curbside.

Please review your order carefully as we do not accept returns or exchanges on any of our products, with the exceptions of samples checked out directly in the showroom.

  • Custom & non-stock orders, final sale/clearance items cannot be cancelled.
  • Expedite fee, shipping and delivery costs cannot be refunded.

Also, deposits for custom and non-stock orders are non- refundable. Clay imports is not responsible for dissatisfaction of material following installation.

For more details, please refer to our Return Policy.

Returns & Cancellations

All sales are final. Please review your order carefully as we do not accept any returns or exchanges on any of our products, with the exceptions of samples checked out directly in the showroom.

  • Custom & non-stock orders, final sale/clearance items cannot be cancelled.
  •  Shipping charges cannot be refunded.
  • Expedite fee, shipping and delivery costs cannot be refunded.
  • Online orders can be cancelled 3 hours after receiving your confirmation email. To cancel your online order please reply to your order confirmation email.

Also, deposits for custom and non-stock orders are non- refundable. Clay imports is not responsible for dissatisfaction of material following installation.

For more details, please refer to our Return & Cancellation Policy.

All sales are final. Please review your order carefully as we do not accept any returns or exchanges on any of our products, with the exceptions of samples checked out directly in the showroom.

For more details, please refer to our Return & Cancellation Policy.