Frequently asked questions

How can I order glaze samples?

Sample tiles are readily available to homeowners to order online for evaluating the quality of our historic tile collection and for color reference purposes. If you are a homeowner, we highly recommend that you evaluate a sample tile before placing your project order. Additional samples required for evaluating individual decorative tile designs, moldings or trim elements should be requested through your trade representative working on the project [i.e. METRO dealer, architect, designer, general contractor, etc.] Please use the link below to order your sample cards: http://www.metropolitantile.com/sample

Are other accent colors available for the Metropolitan Tile collection?

Any of the glaze options from the Subway Ceramics collection can be applied to the tile elements in the Metropolitan Tile collection. Please note that these options are considered 'special orders' and will be charged a 10% upcharge over our standard option prices. Please allow 4 to 6 week leadtimes for all special orders.

Where can I get design help for my tile project?

Please call us first at 888-387-3280. We may not be able to answer all of your questions, but we will certainly offer some tips for getting started on your project. Many excellent magazines are available at the larger bookstores for design inspiration. Don’t be afraid to ask your tile installer for suggestions, as they are the best resource for addressing the technical details of your unique situation. For more creative guidance, we recommend that you seek out the services of an interior designer or architect with extensive experience in tile design.

What tile is available for immediate shipment?

SubwayTile.com maintains a stock of 3” x 6” and 6” x 6” field and surface trim tile in our standard ‘gloss white’ glaze. Also stocked in white are the Victoria cap, the ‘P’ cap and both sanitary cove base and shoulder cove base moldings along with the associated outside corner trim. For accents we stock the ½” accent strip in the ‘gloss black' glaze. Please allow 4 to 6 weeks to produce the non-stock items in your order.

How do I determine how much tile to order?

Determining the correct quantity of tile to order is often the responsibility of your tile installer. They will be able to account for the number of trim tiles needed and the necessary overage (extra tile) required so they won’t run short at the end of the job.

I am a homeowner. Can I order directly from Subway Ceramics?

Due to the highly technical and historic nature of our tile, Subway Ceramics requires that a homeowner order their tile through a local METRO dealer or a trade professional working on their project. Our METRO dealers are highly experienced and capable of assisting you on the most demanding restoration project. When this is not an option, your contractor or design professional (architect, interior designer, specialty tile dealer, kitchen/bath showroom, etc.) can also order directly through Subway Ceramics.

I am a trade professional. How can I place my tile order?

Qualified trade professionals can prepare a purchase order and send to Subway Ceramics by email (sales@subwaytile.com), by fax (1-608-237-7291), or call us toll-free at 1-888-387-3280 if you prefer to place your order by phone. We will then prepare a Sales Order with the items ordered including shipping costs that will be emailed or faxed back to you for your approval before your order is processed.

What forms of payment do you accept?

The down payment for purchase orders submitted by qualified trade accounts can be made with Visa, MasterCard, American Express and Discover cards with some restrictions. Please see our Terms and Conditions of Sale for additional details.

Where does Subway Ceramics tile ship from?

Western region orders typically ship from our West region warehouse near Los Angeles, CA. All other regions are served from our Central region warehouse in Verona, WI. Special order shipments may come from either location.

How will my order be shipped?

Subway Ceramics offers several options for shipping your tile order, including UPS, Old Dominion Freight Lines and Yellow/Roadway Freight. The final cost of each shipping method will be calculated once all of your tile selections are submitted as a formal purchase order. The least expensive method will always be used to calculate your shipping cost if you have not stated a preference. Customers also have the option to arrange for pick-up using their own preferred shipper.

Can you expedite my order?

Subway Ceramics offers an expedited UPS 2nd Day Air shipping option for stock orders that need to be on the jobsite fast. Expedited orders received after 3:00 PM CST may not ship until the next business day, while non-expedited orders will be shipped within two business days.

How can I find out when my tile will arrive?

When your order ships a shipping confirmation is sent via email with your tracking number. Freight shipment confirmations will include a website where you can find the contact information for the local service center, who will contact you to arrange for delivery.

What color of grout should I use?

The color and intensity of the grout that you choose can make a significant effect on the overall effect of the tile installation, even when pencil-thin grout lines are used.

The offset subway tile pattern will be emphasized more when a more contrasting color is used. On the other hand, you may want to create a more monolithic tile surface with a grout that matches the glaze color. Either way is OK - it is your personal opinion and aesthetic sensibility that matters.

Color is a relative thing, and we always recommend that a final selection is made after the tile has been set on the wall and you can really see what each grout option will look like in the same room with its peculiar lighting, etc. Other colors in the room, such as floor or wall surfaces can also effect the way you perceive colors.

What size grout joint should I use?

Tile spacing is an issue to discuss with your tile installer. Because the tile-to-tile variations are minimal for this type of historic tile, a tile spacing need not be any more than 1/16”. Also, an unsanded grout is recommended when set with a minimum spacing.

One note: it is necessary to apply a penetrating sealer prior to grouting to seal crackle glazes (to prevent grout pigments from staining the crazing features) and to act as a grout release for unglazed porcelain hex tiles (to prevent a grout film from staining the unglazed tile surface and to make clean-up easier).

What if I need more tile?

Place your order for the additional tile needed on the project as soon as you can. We will treat your ‘add-on’ order as our highest priority to minimize your delay in completing the project.

Don’t hesitate to request our assistance in reviewing your order with you. While your installer should accept the responsibility of calculating the tile amount he will need for the project, we can look for items they may have overlooked.

What if some tiles are damaged in shipment?

For normal UPS shipments, Subway Ceramics carefully double-boxes all shipping cartons to minimize the possibility of tile damage. Should you find damaged tiles due to improper handling, contact us immediately so we can assist you in filing a damage claim. Remember to save all shipping cartons as they may need to be inspected by the shipping company. For freight shipments, note any signs of external damage to the truck driver, then contact us so we can assist you further. Refer to the “Terms & Conditions of Sale” document for our complete shipping policy.

What should I do with the leftover tile?

The amount of tile ordered for any project should always include some amount of extra tile or ‘overage’. This is necessary to prevent the possibility of a shortage near the end of the project. A tile shortage can be both annoying and costly, and you should expect a reasonable amount of tile left if all goes well. Place this extra tile in a safe place where you (or the next homeowner) can find it should the need arise someday.

We always advise that you consider keeping some quantity "just in case ...". We routinely hear from frustrated homeowners seeking a match to their vintage tile in order to repair a tile or two without having to replace an entire bathroom wall. In the event that a mistake is made and you have more leftover tile than expected, we do have a return policy detailed in our Terms and Conditions of Sale document.