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Frequently Asked Questions (FAQ):

Referral Bonus Program:

  1. A referral bonus will be paid to any customer set up in our system if they recommend someone who purchases product from us.
  2. 5% of the invoice (excluding freight and tax) will be sent to your address by check 30 days after the order has shipped and assuming the order was not returned.
  3. Once they place the order get the order number and your customer number and email to us at customercare@surfaceanddecor.com. They can also enter your information in the notes when they are ordering.
  4. We want this to be an exciting opportunity for you to earn some extra income.
  5. We reserve the right to cancel this program at anytime and will remove from our website.

Shipping Terms:

  1. Standard Shipping will be UPS, USPS or FedEx ground at the discretion of Surface Decor.
  2. Customer can request upgrade shipping at their discretion and specified cost.
  3. Free Shipping for all orders of glass, metal & stone mosaics & decos.
  4. We ship to the continental U.S. only.  No international shipments.
  5. Orders in excess of $500 will require a signature and if not accepted and returned we will charge shipping and handling both ways and 50% restocking fee.
  6. If orders weigh in excess of 200 lbs it will most likely go by LTL truck and will require signature and someone to accept material.  It is also imperative that you inspect the shipment prior to signing for it.

Terms of Sale:

  1. Orders typically ship between 1 - 4 days depending on supplier requirements and location will determine length of time order arrives after placing in accordance with selected shipping method.
  2. Orders over $300 are considered special order and can not be cancelled after 24 hours or after shipment has occurred whichever happens first. If the customer wants to cancel these there will be a restocking charge of 50% of the order plus any shipping and handling charges incurred.
  3. Order over $200 will be charged prior to shipment.

Samples:

  1. There are no returns on sample purchases.
  2. The are many tiles that have enough variation that only a full sheet will be sufficient to sample.
  3. On our $1.99 sample program there is a limit of 6 per customer in a one month period. This is subject to change without notice.
  4. There is FREE shipping on samples. When you select 1 piece of a specific product for a sample it will allow you the option for free shipping.

Project Photos:

  1. We are excited about your completed projects and would like to incorporate them into our product galleries.  If we accept your photo and use on our site we will pay you $20.  Either in the form of a purchase or gift card, your choice!

Stone:

  1. Stone is by nature subject to variations and what is shown on the pictures may not be an exact match to the product received. When you receive your order always lay it out prior to installing to make sure there are now major flaws.
  2. Always seal or enhance any stone after installation to preserve the color and protect from staining.
  3. Sealing will maintain current look of stone while protecting from staining.
  4. Stone Enhancer’s will bring out color and variation in the stone while protecting from staining.  To see what the stone will look like with enhancer take wet cloth and rub over stone and that is it.
  5. For countertop the preferred stone is granite due to its scratch and stain resistance.  Travertine’s do not make good countertop stones due to the high staining characteristics, but they do make beautiful backsplashes, walls and floors.

Glass Installation:

  1. Use a white acrylic or latex modified thinset adhesive (Laticrete Glass Tile Adhesive, Mapei Adesilex P10 Adhesive, Custom Building Products MegaLite, TEC Superflex, Mapei GraniRapid are some that will work).  Mastic can be used when the glass/tile is not clear or translucent. 
  2. Most glass tiles can be used inside or outside, dry and wet areas.
  3. Recommend using non-sanded grout to prevent scratching in your choice of colors.
  4. When the glass is clear or translucent always make sure to smooth out the thinset and don't leave trowel marks in it and back butter the tile before setting.  This will prevent seeing the trowel marks.

Tile:

  1. What is difference between ceramic and porcelain?  It refers to the body underneath the glaze.  Porcelain is less porous and is the best option for outdoor use due to the frost free properties and thus won’t crack. 
  2. How do you clean?  The best cleaning is with wet mop or sponge.  Use non-oil based or pine-sol type cleaners  that can discolor the grout.

Calculating the amount of square feet or pieces needed for a project:

  1. Measure the length and width of project in feet and multiply to get square feet.
  2. Multiply that amount times 1.1 to take into account waste so you there is enough for scrap and future replacement of broken tiles.
  3. This number is total square footage needed for the project. 
  4. For example:  project size is  2 ½ feet x 12 feet or 30 square feet, times 1.1 equals  33 square feet you need .
  5. How do I convert square feet to pieces?  There is 144 inches per square foot.  If a piece of glass/tile is 4 inches by 4 inches then it is 16 square inches.  Divide 144 by 16 and you need 9 pieces to make 1 square foot.  If the job is 27 square feet then you would need 9 x 27 or 243 pieces.