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. Calculations are provided at checkout for your address. For heavier shipments, please contact us to provide accurate freight weights. 
    • We’ve partnered with Route! | Purchase Route+ at checkout to protect your order from loss, damage or theft. 
  • What if my order never arrives or is stolen?

    To protect your order against loss or theft, add Route+ package protection at checkout. 

    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 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: 48" x 24" =1152 /12=96 Divid that by 12=8 sq ft;
      • For 4" tiles there are 9 tiles in a sq ft, so 9 tiles x 8 sq ft =72tiles
      • Add 10% extra for waste & consider the grout area (1/8")