We want you to be very happy
that you selected Arcana Tileworks products and services, and to
have a positive outcome with no surprises or unhappiness. If, after reading this list
you have any questions, please do not hesitate to contact
us.
1.
PRICING
A.
Every
product made is custom-made for you. Thus, our payment terms
are 50% at the moment we begin production, and 50% when we
either ship or deliver locally (in Florida). We accept Visa, MC, and
Discover, as well as Purchase Orders and 30 days net terms for
customers with approved credit checks and one prior paid
order.
B.
Pricing
for handmade tile reflects the high level of attention and effort
that every piece receives, the low volume of each item produced, and
the customizing of design and finish.
C.
We make our best efforts to find least-cost / good quality shipping
methods, but will honor any preferences you may
have.
2.
PRODUCT
A.
Most
product is “frost-proof,” meaning it will not absorb much water and
can work in pools, fountains, and outdoors in most climates. (Larger sculptural elements
may not be frost-proof, and that will be
disclosed.)
B.
Any
design we create for you is copyrighted by Arcana Tileworks
LLC. In many cases, we
can create a design for you at no charge, including even new molds
and such. If the job is
substantial enough to require a separate design fee, we will quote
that for you.
C.
Custom
sizes of field tiles are available upon request, with prices
available upon request.
Prices are proportional to standard
sizes.
D.
There
is no minimum order size.
E.
Tile
sizes can be either as-specified or “nomimal.” "Nominal" means that tiles
will typically be somewhat smaller than the labeled size, with the
grout line making up the difference. (This is typical of tile
sizing, although not universal.) A tile called 6” x 6” would
be about 5-3/4” to 5-7/8” square, for instance. And don’t forget that
handmade tile will not be perfectly identical from tile to
tile. (Note: for custom
tile sizes, the finished tile will be sized to your specifications,
not to a “nominal” size.)
F.
Feel free to request samples to see the glaze colors of
interest. These will be free to you unless more than five are
requested, or for hex tile. Samples are custom-made so there
will be some lead time involved.
3.
SCHEDULING
A.
All
tiles are made to order (in Florida), not stocked. Typical turn-around time for
orders is 4 weeks; large orders may take longer and smaller orders
may be faster.
If we can do the work faster or if we expect it will
take longer, we will let you know as soon as we can. We are happy to work with
construction schedules to ensure a smooth
process.
B.
If
you wish us to hold onto your product for some reasonable
amount of time after its expected ship date (because of construction
delays or whatever), we will be happy to do so at no charge
unless we are obliged to find rental space on your
behalf. The final
50%payment will still be due on the original ship date (if the
product is ready to ship on that date). We will get your permission
before we rent storage space, but if that permission is not
promptly given, we will ship. Also, we get to decide what
is a reasonable amount of time. If we have agreed at the
time of ordering on a future ship date beyond the typical four
weeks, final payment is only due at the time of that later ship
date, and there are no storage costs.
C.
Requests
for production or shipment delays are fine and will be honored
whenever possible. The
final payment can also be delayed if production is less than 75%
complete. Requests for
cancellation will be honored in whole or part if production has not
begun and if materials have not been special-ordered.
D.
Requests
for fast turnaround are fine, and will be honored whenever
possible.
4.
RESOLVING
PROBLEMS
A. We
will make every effort to ensure that the product is what you
have ordered, in appearance and application. If we mess that
up, we will refund your money. If, however, we deliver
what was requested and your mind has changed, we cannot refund your
money. We will make
every effort, however, to work with you on any possible positive
outcome that recognizes the investment already made in production,
design, shipping, etc.
B.
If
you receive product and within 5 calendar days report shipment
breakage, we will work with you to refund your money or replace
your product, at your choice.
We insure shipments, but they have deadlines for
recovery.
C.
If
product is broken during or after installation, that is not a
loss we can cover.
We are happy, however, to help you if you need replacement
product, no matter how small the replacement order or how fast you
need it (within technical limitations).
