Our Commitment to Your Satisfaction

At Clay Imports, we prioritize your satisfaction above all else. We take great pride in ensuring that every purchase you make leaves you completely satisfied. Our team is dedicated to providing you with the assistance you need to guarantee a gratifying experience. To protect and inform both parties involved in a purchase, it's crucial to review our policies. This will also enable us to handle any issues that may arise in the most efficient way possible.

(512) 836-8500
Monday - Saturday
9 AM - 4:30 PM CST

Handmade Variation

At Clay Imports, our materials are intentionally and uniquely crafted by hand. As such, each piece and batch may vary in size, color, shade, and texture, giving our tiles their distinctive charm. The characteristics of handmade tiles are expected to be apparent in an order because they give the tiles an individual and personal touch. These variations are a result of the natural processes involved in creating handmade tiles, such as firing the tiles in a kiln. Additionally, handmade tiles are often made using traditional techniques, which can result in different patterns and textures that cannot be replicated by machine-made tiles. Overall, the characteristics of handmade tiles are what make them special and desirable, as they add a sense of authenticity and uniqueness to any space they are used in.

We want you to be fully aware of these handmade characteristics, so please expect them from your samples to your full orders. To better understand our products, we highly recommend ordering and reviewing samples before making your final decision. 

Want to make sure your order is perfect the first time around?

Here are some tips to follow in order to get the most out of your investment in Clay Imports' handmade materials.


When it comes to online shopping, it's always a good idea to take your time and carefully consider your order before completing your purchase. Here are a few reasons why reviewing samples prior to purchasing is important:

    • Ensures product satisfaction: By reviewing samples, you can get a better idea of what the product looks like in real life and whether it meets your expectations. This can help you avoid disappointment and ensure that you're happy with your purchase.
    • Saves time and money: If you receive a product that doesn't meet your expectations, it can be a hassle to remedy. By reviewing samples beforehand, you can avoid this situation and save yourself time and money in the long run.
    • Helps you make an informed decision: Reviewing samples can give you a better understanding of the product's features and quality. This can help you make an informed decision and choose the product that best fits your needs.

So before making a purchase, take the time to review samples and make sure you're making the right choice for you.


When it comes to purchasing handmade products, it's always a good idea to consult with the experts before placing an order. Our design consultants have years of experience and are always available to help you make the right choices for your needs. Here are some key benefits of consulting with our design consultants:

    • We can guide you through the design process and suggest ideas that you may not have considered
    • We can help you choose the right materials and finishes to ensure that your product looks and performs as you want it to
    • We can provide you with detailed information so that you can make an informed decision about your order

In addition, we always recommend that our customers start with a sample before placing an order. This allows you to see and evaluate the quality of our products before committing to a larger investment. Our goal is to ensure that you are completely satisfied with your purchase, and we believe that this approach is the best way to achieve that goal.


We understand that mistakes are bound to happen, which is why we provide necessary resources to avoid common ordering errors. On our website, we offer product pages that include size specifications, grout joint recommendations, and a square footage conversion calculator to help you determine exactly how many tiles you need. We highly recommend adding 15-20% overage to your order to ensure that your project runs smoothly without any shortage.

If You've Made an Ordering Mistake

Our team is ready to assist you if you accidentally make a mistake when placing an order. Simply send us an email with the correct information, and we'll work hard to rectify the situation as soon as possible. Nevertheless, please keep in mind that it's the responsibility of every customer to review their order, guarantee that their measurements are correct, input the correct square footage, and check lead times before making a purchase. 

Notify Us Immediately of Any Order Inaccuracies

If you notice any issues with your order, please contact us right away. Delaying this could result in us being unable to correct the mistake within the same timeframe or at all. Please see our order modification policy below. 

Commitment to Accuracy

At Clay Imports, we take great care to ensure the accuracy of all product-related information displayed on our website. This includes item descriptions, photographs, detailed specifications, pricing, links, and any other relevant information. However, we cannot guarantee that all information listed is entirely accurate, complete, or current, or that specific products are available in certain quantities or with particular features. As such, we are not liable for any errors that may occur. Please note that this information is subject to change at any time without notice. Please review our Accessibility Statement and Terms of Service for more information.

  • We regularly review and update our product information to ensure that it remains current and relevant. However, there may be instances where a product's specifications or availability change due to inventory errors, handmade variations and production material availability, and we cannot be held responsible for any resulting discrepancies.
    • Our product photographs are intended to provide a visual representation of each item, but they may not always be an exact match for the product's actual appearance. We encourage customers to read the item descriptions and specifications carefully before making a purchase, as well as order samples to get the best idea of the product.
      • While we make every effort to ensure that our pricing is accurate and competitive, there may be instances where a product is mistakenly listed with an incorrect price. In such cases, we reserve the right to cancel any orders and make the necessary corrections to the inaccurate information.
        • If you have any questions or concerns about the accuracy of our product information, please don't hesitate to contact us directly. Whether you need more information on sizing, materials, or anything else, we're here to make sure you have all the information you need to make a confident purchase. 

          It's important to note that while we strive to accurately depict our products through photography, there are sometimes variations in color, texture, sheen, size, thickness, and other details that may not be fully captured in an image. That's why we always recommend taking the time to read through the accompanying description and specifications for each product before adding it to your cart. 

          In addition to providing important details about the item's physical characteristics, the product description may also include information on usage, care instructions, and other important considerations. By taking a few extra minutes to review this information, you can make more informed purchasing decisions and avoid any surprises when your order arrives.


          Installation photos of a product are only representative of that particular batch because there can be variations in materials, grout selection, installation area, and techniques used. Even if the same product is used in multiple installations, there may be differences in the final outcome due to these factors. Batch variation is particularly important to consider, as it can result in differences in color, texture, and tone. Grout selection can also play a significant role in the final appearance of the product, as can the area in which it is installed and the techniques used by the installer. Therefore, it is important to keep in mind that installation photos are only a representation of what the product can look like, and actual results may vary.

          Online or Draft Orders

          • Please note that all materials are sold by the box. There may be slight differences in the box size from the website calculator to the actual delivery due to resource availability at that time. Nonetheless, the number of pieces included should remain consistent.
          • We highly recommend adding 15-20% overage to your order to ensure that your project runs smoothly without any shortage.
            • Inadequate material ordering will lead to costly and stressful add on orders, which can delay your project completion and complicates the artisans production schedule.
            • Please be advised that we cannot guarantee that add-on orders will match, and we are unable to expedite orders in the event that supplies run low.

          Order Modifications

          Your order will be processed within 24–72 hours of receipt. Before placing an order, please ensure all details are accurate. 

          In the event of a change request, kindly email us at with your order number as soon as possible. All modification requests must be submitted in writing, as we do not accept them over the phone. Additionally, please be aware that any changes made may result in a delay in the estimated completion time. We will make every effort to accommodate your request.

          What if my order has begun production?

          Once your order has entered into production, the feasibility of a change request depends on the order's progress. Please keep in mind that we reserve the right to implement change fees, which will be decided at our discretion. Such changes, including increasing quantity, changing colors, patterns, or size, may also result in an extension of the original lead time.

          What if my order has already been packed?

          Changes to your order cannot be made once it has been packed for shipment.

          What if I'd like to add on to my order before it ships?

          If you decide to add items to your existing order, we will ship the order once all the items are ready. We are unable to make partial shipments. In the event that the weight of the order changes and exceeds our flat rate shipping, you will be responsible for covering the additional shipping costs.

          If the quantity for a stock item is changed after materials are already packed, a $150 repacking fee will apply and the shipment may be delayed. The fee must be paid before the materials can be released.

          What if my order has not been processed at all? Can I cancel my order?

          Please see the cancellation policy below. 

          What if I run short? I did not order enough tile. Add-on ordering

          We understand that there may be times when you need more tiles, and we're here to help you. If you find yourself in need of an extra tile, please let us know that it's an add-on order and provide us with your original invoice number.

          To ensure a smooth and efficient installation, we strongly advise verifying the quantity of tiles on-site covers the area before proceeding with installation. This proactive measure helps prevent the need for additional orders once installation has begun.

          While we understand that you might be in the middle of an installation, please keep in mind that add-on orders are not eligible for expedited production or shipping. Regular processing times and shipping fees will apply.

          Add-on orders will be priced based on the current price at the time of placing the order. We will try our best to match the original as closely as possible, but please note that due to the handcrafted nature of our tiles, we cannot guarantee an exact match in terms of color, sheen, thickness, or size.

          Please be aware that add-on orders cannot be canceled, exchanged, or returned.

          Clay Imports recommends ordering additional material with your initial order, as add-on orders at a later date may not match or the product might no longer be available.

          Phone Orders

          In case of any discrepancies, we kindly ask that all phone orders be confirmed through an online invoice.

          After you complete your purchase, please take a moment to review the order confirmation email that will be sent to you. It is the customer's responsibility to double-check the order details such as the material, quantities, colors, and size to make sure they are correct. If, for any reason, you do not receive an email confirmation (such as entering the wrong email address), please reach out to us immediately so we can provide you with the confirmation and verify your order.

          Please note that we cannot be held responsible for any errors or mistakes on phone orders that have not been confirmed.

          Online Promotions
 and Discounts

          1. Promotional discounts are valid for a limited time only and may not be combined with any other offers or promotions.
          2. Promotional discounts are only valid for purchases made on the website specified in the promotion.
          3. Discounts are applied to the total purchase amount before taxes and shipping fees.
          4. The discount cannot be redeemed for cash and has no cash value.
          5. The promotion may be subject to change or cancellation at any time without notice.
          6. Discounts may only be used once per customer, unless otherwise specified.
          7. The company reserves the right to refuse service, terminate accounts, or cancel orders at its discretion.

          By using the promotional discount, you agree to these terms and conditions in their entirety.


          All sales are final. We do not accept any returns or exchanges.
          Handmade Materials Return Policy

          We take pride in our handcrafted materials, therefore since all of our materials are handmade, we cannot offer refunds or exchanges unless the product is undeniably defectiveIf you receive an undeniably defective product, we are happy to offer a refund or replacement. Sufficient evidence, such as representative images or documentation, must be submitted to support any claims about a product's flaw. Our team will determine if the flaw is beyond the expected handmade characteristics of our materials.
If we determine that there is an agreeable flaw in the product's materials or workmanship, or if it was produced incorrectly due to an error made during production, you can submit a claim within 90 days of purchase. If approved, the replacement will be the same size and style as the original product you ordered and a lead time may apply.

          Please review our Return Policy in entirety. 


          Cancellation of Online Orders

          Please review our Cancellation Policy for additional details. 

          Cancellation of Custom Orders

          Please review our Cancellation Policy for additional details. 

          LEAD TIMES

          Our Commitment to Providing Accurate Lead Times

          At Clay Imports, we make every effort to meet the quoted lead times for our customers. However, we do acknowledge that there may be times where the lead times may fluctuate due to order logistics and handmade production.

          It's important to note that estimated lead times are subject to change. In the event that the quoted lead-time changes, we will notify you as soon as possible.
 Please keep in mind that certain unforeseen circumstances such as a lack of resources or material, may cause delays.

          If we do inform you of an extended lead-time, please rest assured that we have already prioritized your order for production completion. Please note that we do not accept cancellations or compensation requests due to delays, as we are striving to complete all orders as efficiently and effectively as possible. We value your business and are committed to ensuring that you receive your Clay Imports material in a timely manner.


          We do not guarantee transit times because there are factors outside of our control that can affect the delivery of an order.

          Orders are packed and shipped on our next available shipment. However, additional time may pass in between the next scheduled freight, which could cause a short delay in transit to the final destination. 

          Freight transit times can vary due to a variety of factors such as the distance between the origin and destination, the mode of transportation, the weather conditions, terminal congestion, and the efficiency of the logistics operations. Additionally, delays can occur at various stages of the transportation process such as loading and unloading, customs clearance, and border crossings. Moreover, unexpected events like accidents, breakdowns, and natural disasters can also impact transit times. Therefore, it is essential to plan for potential transit delays although we work with reliable transportation providers to ensure efficient and timely delivery of goods.

          While we strive to provide accurate estimated delivery dates, we cannot guarantee that a shipment will arrive on a specific day or time. We are committed to working with our shipping partners to ensure that materials are delivered as quickly and efficiently as possible.

          For additional information regarding shipping, please review our Shipping Policy in entirety.