FAQ's

    Many questions can be answered below. If you have additional questions, contact customer service.
  • Where is my order?

Download Route’s mobile app for iOS from the App Store to visually track your package and receive real-time notifications on its estimated delivery.

  • What are my shipping options? Estancia Tiles ships via USPS Priority mail or Fedex ground. Shipping occurs within 2 business days from when the order is placed. Shipping times are not guaranteed as we have no control over the delivery companies schedules. Calculations are provided at checkout for your address. For heavier shipments, please contact us to provide accurate freight weights. Local Pickup is NOT available. 
           We’ve partnered with Route! | Purchase Route+ at checkout to protect                   your  order from loss, damage or theft. We highly recommend this as                       shipping companies aren't always careful with our tiles. 
  • How do I place a order? You can order on the website by creating a account, adding tiles to your cart and pay through our secured checkout system. We will send you emails with the order confirmation and tracking numbers. We do not accept phone orders.
  • What if my order never arrives or is stolen?

    To protect your order against loss or theft, add Route+ package protection at checkout. We highly recommend this!

    When you add Route+, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours. 

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    What if my order is damaged?

    To protect your order against damage that occurred during shipping, add Route+ package protection at checkout. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours. 

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    If your order has defects or you suspect it was damaged during manufacturing, please reach out to us here and we will be happy to work with you to remedy the situation.

    What do I get when I insure my order with Route+?

    Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours. 

    What are Route’s terms and conditions? 

    Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/.

    How do I file a claim for my lost, stolen or damaged order?

    If you insured your order with Route+ at checkout, you will receive a confirmation email from Route with a link to file a claim. You can also file a claim here: https://claims.route.com/

    Note: Make sure to have the Order ID we sent you or the Route Order ID ready to use with the claim form. 

    Does Route+ cover stolen items?

    Yes! When you insure your orders with Route+, stolen items are eligible for reorders or refunds.

    Is Route a licensed insurance company?

    Yes. Route is a licensed insurance company with the biggest name in shipping insurance as its partner, Lloyds of London.

  • How do I place a order? You can order on the website by creating a account, adding tiles to your cart and pay through our secured checkout system. We will send you emails with the order confirmation and tracking numbers. We do not accept phone orders.
  • How do I attach the tile mural? The tile mural come loose in a box. Depending on where you are installing it (outside or inside). Outside, you will need to mount it on a 1/4" thick cement board with grout. These are sold at many home improvement stores. Inside, you can use a wood board and silicone. 
  • How do I figure how much tile I will need? When determining how many tiles you will need for your project or space, measure. Multiply the length and width measurements to obtain the result, which will give you the total square feet . Click here for a good Calculator to use.
      • Example 1: 48" x 24" =1152 /12=96 Divide that by 12=8 sq ft;
        • For 4" tiles there are 9 tiles in a sq ft, so 9 tiles x 8 sq ft =72 tiles
        • Add 10% extra for waste & consider the grout area (1/8")
      • Example 2: You need 25 Square feet
        • For 4" tiles, there are 9 tiles in a sq ft, so 9 tiles x 25 square feet= 225 tiles
        • Add 10% extra for waste & consider the grout area (1/8")
    • Can I use Talavera tiles in a bathroom, pool or floor? We only recommend using Talavera tile as a accent tile. Because of it's ceramic nature it can become slippery when wet. The 2" tiles can be used in shower floors due to it's small size along with the grout between the tiles helps. 
    • What type of grout should I use for installing the Talavera tiles? 

      Depending on the size of grout lines you plan to do. Use sanded grout for grout joints larger than 1/4”. Use non-sanded grout for joints that are smaller than 3/16”. Flexibility in your grout joint spacing accommodates normal variations in the size and shape of Talavera tiles.A sand Portland cement grout is preferred. Generally, the wider the grout joint, the more the tendency to use the rougher sand/Portland Cement grout. Since Talavera tiles are handmade and thus somewhat irregular, a thicker grout joint can accommodate this irregularity more easily. Plaster grout is used when a thinner and smoother grout joint is desired. Grout texture, even when a sand/Portland Cement grout is used, can be kept smoother by using a "tooled" joint. A slightly rounded smooth metal tool is used like a miniature trowel as it is drawn over the joint, creating a slight indentation that is made smooth by the use of this instrument. A rougher texture can be achieved by using what is referred to as a "sack rubbed finish", achieved by gently rubbing the grout joint flush with the surface of the tile with a burlap sack cloth after the grout has become somewhat firm.

      If Talavera tile is being installed along side handmade clay tile, apply a grout release to the tile prior to installing the grout, this keeps the fine particles of Portland Cement from becoming imbedded in the tile which will dull the Talavera tile.

      Sealing only the grout is needed and is done after the grout is fully dry. DO NOT attempt this process until both the tile and grout joints are completely dry otherwise moisture can become trapped in the handmade clay tile and cause a milky film to form on the tile after sealing and finishing.

      If grouting on a wet area, a bathroom or kitchen, make sure the grout includes wet proofing agent. Wipe of any excess grout with sponge dipped in water. Allow the applied grout to dry for 30 minutes, then buff off any grout haze with a soft cloth. Again allow the grout to dry for a day and buff away any haze. 

    • Can the tiles be installed on an outside BBQ or patio area? Yes, sealing the tiles will provide extra UV protections especially in the hot Southwestern US. The tiles may crack in very cold climates. Make sure the sealer is a transparent one that will be absorbed and that will not create a film.