C Tile Plus online FAQ

  1. Privacy Policy
    1. Communications
    2. Brochure Mailing List
    3. Communications to Serve You
    4. Fraud Protection and Compliance with Law
    5. Service Providers
    6. Special Events
    7. Business Transfers
    8. Cookies, IP Addresses, Pixel Tags and Tracking Technology
    9. Use of Aggregate Information
    10. Links
    11. Security
    12. Notification of Policy Changes
    13. Updating Personal Information
    14. Contacting Us
  2. Shipping & Returns
    1. Natural stone purchases
    2. Delivery and Lead Time
    3. Residential Delivery
    4. Commercial delivery
    5. Free freight
    6. Returns
    7. Cancelled Orders
    8. Exchanges
  3. FAQ
    1. What is porcelain tile?
    2. What is natural stone?
    3. What is Travertine?
    4. What is Slate?
    5. What is a honed finish?
    6. What is a tumbled finish?
    7. What is a polished finish?
    8. What do I need to consider when buying natural stone Products?
    9. Is it necessary to seal natural stone?
    10. How do I clean natural stone?
    11. How to prevent staining on natural stone?
    12. What is a sealer?
    13. What if I do not know how much material I need to order?
    14. How to order samples and about sample ordering?
    15. I placed an order when do I get charged?
    16. How long is shipping time on my order?
    17. How does the ordering process work?
    18. What happens if my product is backordered?
    19. How much tile should I order?
    20. How do I receive my order?
    21. What do I do if my tiles are damaged during transit?
    22. How do I install my tile/stone?
    23. When should I schedule my installation?
    24. Can I cancel an order?
    25. Are all tile sizes exact as displayed on site?
    26. Are our materials top quality?
    27. How is tile and stone ordered?
    28. Where can I go to view all of your products in person?

Privacy Policy

Q: Communications

If you select during the order process or at other times when you submit personally identifiable information, the information you provide may be used by C Tile Plus online to create and deliver to you our newsletters, surveys or other communications containing product information. If you prefer not to receive such Communications, please do not select the ‘Please inform me option’. If you do select this option and later decide that you would no longer like to receive these communications, please use the features made available to you.

Q: Brochure Mailing List

If you have requested a C Tile Plus online brochure, all information is kept completely confidential and is not shared with any third parties. We may, on occasion, send you an updated catalog or brochure. If you do not wish to receive any mail from C Tile Plus online, please contact us via email at . Include your name and mailing address and email address. You will be removed from any future mailings.

Q: Communications to Serve You

If you have elected to provide us with your contact information, e.g., by registering at the Site, emailing our Customer Service department or placing an order, we may provide you with service related announcements concerning the Site or contact you regarding your customer service requests or your order. For example, all registered users will receive an email to confirm their order. These types of communications are necessary to serve you, respond to your concerns and to provide the high level of customer service that C Tile Plus online offers its customers.

Disclosure of Personally Identifiable Information

We will never provide your personally identifiable information to third parties for their use in marketing their products or services to you without your consent. C Tile Plus online takes great pride in having you as a customer and we will ensure your privacy as a customer. C Tile Plus online does not sell or exchange names or any other information about our customers with third parties.

Q: Fraud Protection and Compliance with Law

We may disclose any information, including personally identifiable information, we deem necessary, in our sole discretion, to comply with any applicable law, regulation, legal process or governmental request. We may also exchange information, including personally identifiable information, with other companies and organizations for credit fraud protection and risk reduction.

Q: Service Providers

We may retain other companies and individuals to perform functions consistent with our Privacy Policy on our behalf. Examples include customer support specialists, web hosting companies, fulfillment companies (e.g., companies that fill product orders or coordinate mailings), data analysis firms and email service providers. Such third parties may be provided with access to personally identifiable information needed to perform their functions, but may not use such information for any other purpose.

Q: Special Events

If you elect to participate in any promotions, sweepstakes, surveys, questionnaires or other events during your visit to our Site, the rules or terms and conditions for those events may indicate that your personally identifiable information will be shared with third parties. By choosing to participate and submitting your personally identifiable information with respect to such events, you consent to disclosure of your personally identifiable information to such third parties.

Q: Business Transfers

As we continue to develop our business, we might sell certain of our assets. In such transactions, user information, including personally identifiable information, generally is one of the transferred business assets, and by submitting your personal information on the Site you agree that your data may be transferred to such parties in these circumstances.

Q: Cookies, IP Addresses, Pixel Tags and Tracking Technology

We may place a "cookie" on your computer's hard drive so we can recognize you as a return user and personalize your experience. A cookie is a piece of data that enables us to track and target your preferences. The cookie will be stored on your computer's hard drive until you remove it. We may also use temporary or "session" cookies to help you shop. These cookies will expire when you place an order. You can have your browser notify you of, or automatically reject, cookies. If you reject our cookies, you may still use the Site, but you may be limited in the use of some of the features. In addition, we may use IP addresses to analyze trends, administer the Site, track traffic patterns, and gather demographic information for aggregate use, as well as in combination with your personally identifiable information for credit fraud protection and risk reduction.

Similarly, when you visit this Site or view one of our emails, we may use pixel tags (also called "clear" gifs), tracking links and/or similar technology to note some of the pages you visit on our Site and personalize your experience. We may also use pixel tags to determine what types of email your browser supports. We may use the information collected through pixel tags, tracking links and similar technology in combination with your personally identifiable information.

YOUR DOMAIN NAME HERE does recognize your ISP (internet service provider), however, we cannot identify you as an individual. If you make an on-line purchase we do collect information (such as sales statistics and traffic patterns) to help improve your shopping experience. We keep all information confidential.

Q: Use of Aggregate Information

We may use the information you provide in aggregate (non-personally identifiable) form for internal business purposes, such as generating statistics and developing marketing plans. We may collect, store or accumulate certain non-personally identifiable information concerning your use of the Site, such as information regarding which of our pages are most popular. We may share or transfer non-personally identifiable information with or to our affiliates, licensees and partners.

Q: Links

This Privacy Policy applies only to the information collected on this Site. Our Site may contain links to or from other websites and you should be aware that we are not responsible for the privacy practices of other websites. We encourage you to read the privacy policies of other websites linked to the Site.

Q: Security

C Tile Plus online seeks to protect the security of your personal information both online and offline. All credit card transactions are secure. Every on-line order is encrypted and sent through a secure server, using SSL technology to prevent information from being intercepted.

Confidential information such as your credit card number will be used only to fulfill your order. To protect your privacy, we will ask you to enter your credit card number and expiration date each time you place an order with us. This way, even if someone else accesses the account information stored on your computer, they won't be able to use your credit card.

E-mail is not encrypted and is not a secure means to transmit credit card numbers. We will only display the last 4 digits of your credit card number on your account.

Q: Notification of Policy Changes

C Tile Plus online reserves the right to revise this Privacy Policy in the future by posting changes at this location and we may make changes at any time without notification.

Q: Updating Personal Information

If you are a registered member at C Tile Plus online, you can change your personal information at any time by updating your information at check-out.

Q: Contacting Us

We welcome your comments and questions about privacy. Please send email to sales@ctileplusonline.com.

We are confident that your visit to C Tile Plus online is secure and safe. However, you may choose to call us directly to place your order over the telephone. Please call Customer Service toll free at 1-951-787-0707.

Shipping & Returns

Q: Natural stone purchases

Please Note: Variations in shade, size, facial dimension and thickness as well as honing and polishing marks are inherent characteristics in all natural stone products. For proper installations, tile must be drawn from multiple boxes / crates and blended during installation. Natural stone requires specific installation methods. Please refer to the product specifications / instructions available from the Marble Institute of America at www.marble-institute.com. Samples may not be indicative of current stock and may vary from actual product received in your order. Stone products will not be accepted for return.

Q: Delivery and Lead Time

We ask that you allow 24 hours for online orders to be processed. Please do not schedule installation prior to receiving your products.

Q: Residential Delivery

This is a curbside delivery. The driver will place the materials on the tailgate and the customer is responsible for unloading the material at the arranged delivery time. Please note that some material is 25-80Lbs per unit. Your trucking firm will contact you in advance to set up a delivery appointment at which you must be present with assistance to help you inspect/move your order. A thorough inspection is mandatory at the time of receipt, and any damaged goods must be noted on the carrier’s waybill and not refused upon delivery. Common carrier, or small-truck, deliveries are generally curbside only and lift-gated, meaning that the driver will have equipment to lower the cargo onto the ground but it is your responsibility to move the product into your home or job-site. If your material is shipping parcel service (UPS or FedEx), your material will be left at your doorstep or on your porch, assuming the driver deems it safe. If you ship to a business or a multi-unit dwelling, UPS or FedEx will leave the material with the front desk or doorman. You will receive your tracking number via email and are encouraged to track your order and check for it when it is scheduled to arrive. If you have any questions about your order’s shipment, please call us. Regardless of how your order is shipping, Ctileplusonline.com ensures that it will be a simple and a manageable process. We are here to get your tile to you, fast and easy. We provide you with all the necessary information, assistance, and support that you require. Please don’t hesitate to reach out to us if you have any questions.

Q: Commercial delivery

Commercial delivery is delivery to a commercial region such as an office or warehouse that is accustomed to be accessed by semi trucks and trailers. There will be no advance notice and someone will be responsible for unloading during normal business hours Monday-Friday.

Q: Free freight

Free freight is contingent on all pool and custom mosaics under the pool mosaics section and certain tile orders more than $699 and stone orders more than $1000 in applicable regions. Please realize that shipping heavy material such as tile/stone is complex. Therefore it is not uncommon for you to receive your product 2-3 weeks after your order was placed. Every reasonable effort will be made to expedite your delivery and to keep you in the loop at all times.
  • Once your order is placed through our website, it will take 1-3 business days to process. This means that C Tile Plus staff is hard at work securing your product and reserving it for you. You will receive notification via email when your order processes.
  • After processing, your order can take 2-10 business days to ship.
  • You will receive another notification when your material ships, which will include your freight method and tracking number (if it was sent via parcel service) or your PRO number (if sent by common carrier). If your material ships via common carrier, you will receive the contact details for the freight company. Common carrier ship times vary depending on your location but generally does not exceed 7 business days. All residential deliveries will be made using a lift gate equipped truck. The driver will be able to place your material curbside for you, but will not be able to bring it into the house for you. This is common in tile deliveries even if you were to place your order at the local tile store.
  • Parcel Service orders (UPS & FedEx) generally ship faster, but timing still can vary from 3-5 business days.
If you have questions regarding the lead time for a particular product, please call us 951-787-0707.

Q: Returns

Returns must be made within 7 days of when the customer receives the product. There will be a 15% restocking fee if you choose not to use the product purchased. C Tile Plus cannot return any open boxes, discontinued products, or special order purchases. Any shipping costs are the sole responsibility of the customer. After C Tile Plus receives the product, please allow 48 hours to process the return. C Tile Plus will then issue the customer the refund on the credit card used to purchase.

Q: Cancelled Orders

Orders cancelled prior to C Tile Plus shipping, can be cancelled without penalty. Please call us immediately, or e-mail us if you need to cancel an order. Once an order has been loaded and in route to the shipping address, C Tile Plus cannot process a return without assessing freight fees and restocking fee.

Q: Exchanges

Exchanges will be permitted for credit towards products of equal or greater value, within 7-14 days of receipt.


Q: What is porcelain tile?

Porcelain tile is generally made by the dust pressed method from porcelain clays which result in a dense, impervious, fine grained and smooth tile with a sharply formed face. Porcelain tiles usually have a lower water absorption rate (less than 0.5%) than non-porcelain tiles making them frost resistant or frost-proof. This makes porcelain ideal for almost all applications including:Pool tile, Floor tile, wall tile and countertop applications.

Q: What is natural stone?

Natural stone is a product of nature, meaning it is not manufactured. Blocks are removed from the stone quarry and cut into slabs. They are further fabricated into the installation material desired. Our store showcases ledgerstone panels, stone tiles, flagmats, and flagstone all of which are natural stones. The beauty of natural stone is that each block is unlike all others, making all jobs unique and original.

Q: What is Travertine?

Travertine is a calcium-based stone. It is produced by the deposit of calcium carbonate resulting from water springs and streams running through the stone. Every time a drop in pressure or change of temperature occurs, the water releases carbon dioxide. When the CO2 releases it creates holes in the stone. The natural pores are still going to be present once the blocks are cut into tiles. The amount of holes depends by how compact each travertine type is and it varies greatly by the type of travertine. The pores present in the tiles can be filled with a paste made of cement and pigments. It is important to note that these void spaces are a uniquecharacteristic of travertine tiles and are always going to be present to a certain extent.

Q: What is Slate?

Slate is a metamorphic rock that can be split in thin sheets. Slate is formed in the water of rivers/ponds from clay accumulating in thin, flat layers at the bottom of these waterbeds. Slates are softer than granite and therefore vulnerable to scratching and abrasion. Sealing of all natural stone is highly recommended.

Q: What is a honed finish?

A honed finish simply is a velvety smooth surface with little or no gloss. The degree of honing depends on the stone, but may vary from light to heavy.

Q: What is a tumbled finish?

A weathered, aging finish achieved when the stone is tumbled by various materials including sand, pebbles, or steel bearings. Tumbled stone may present chipped edges and imperfections created by the tumbling process. These characteristics give the stone more of a worn, old look.

Q: What is a polished finish?

A mirror-like, high glossy surface that brings out the color and character of the stone to its fullest, because it optimally reflects the light.

Q: What do I need to consider when buying natural stone Products?

It is important to consider the originality and shade variation within natural stone because it is a product of nature. We try our best to provide several images of current shades and multiple images to ensure an accurate depiction of what you will get. Please keep in mind the wide variation in natural stone.

Q: Is it necessary to seal natural stone?

Yes, in fact it is recommended. Because mineral surfaces are quite porous they absorb liquids, which may result in discoloring and staining. Although there are many commercial grade products available on the market, which may bring the stone to its original luster, taking simple precautions and regular maintenance can save a lot of trouble and cost. With course of time, depending on how heavily the tops are used, the sealer gets washed out. The clear indication of this happening would be the fact that the liquids are easily absorbed into the stone leaving temporary (if promptly wiped off) stains. You should seal your stone products every six months.

Q: How do I clean natural stone?

Never use anything you wouldn’t use on your hands. Never use powdered cleansers or abrasive pads to clean your stone. Even "soft scrub" type cleaners contain pumice, which is powdered volcanic stone, and might damage your stone countertops or floors. Never use any product which is acidic; this includes substances like ammonia or many common liquid cleaners such as Windex. You should always use sealers and cleaning products designed specifically for natural stone. Clean stone surfaces with a few drops of neutral PH stone cleaner available at retail stores or available in our online store. Use a clean rag mop on floors and a soft cloth for other surfaces for best results. Too much cleaner or soap may leave a film and cause streaks. Do not use products that contain lemon, vinegar or other acids on marble or limestone. Rinse the surface thoroughly after washing with the soap solution and dry with a soft cloth. Change the rinse water frequently.

Q: How to prevent staining on natural stone?

Most stones are porous and readily absorb liquids and moisture. Materials like limestone and sandstone are extremely absorbent, whereas granites and serpentine (green marble) are denser, but will still absorb liquids that are allowed to remain in contact with them for extended periods of time. The use of a sealer will help prevent staining in most situations. Even a sealed surface can stain if left in contact with a staining agent for a long period of time. Therefore, all spills should be wiped up as soon as possible, and coasters or napkins should be set when serving food or drinks on a stone bar, table, or counter top. Soft drinks, coffee, tea, and fruit juices contain mild acids and can etch the polished surface of a stone and stain quite rapidly. These should be cleaned off immediately with mild soap and warm water.

Q: What is a sealer?

A sealer cures as a film on the stone surface. Since the material is actually covering the stone, the appearance of the stone surface may be altered by the application of this type of product. This material will provide somewhat of a sacrificial layer over the stone, and will absorb most of the wear on the countertop. Since the sealer is softer than the stone, normal use of the countertop will result in abrasion of the sealer surface and dictate reapplication to maintain the original luster of the surface. A properly applied topical sealer will normally reduce, although not eliminate, the vulnerability of calcareous stones to attack from mildly acidic solutions. General Precautions. When any surface protection product is used, care must be taken to read and follow the Manufacturer's written instructions accurately. This will provide the greatest benefit from the application and will guarantee safe handling of the product.

Q: What if I do not know how much material I need to order?

You can either call or email our sales representatives and we can help you figure out exactly how much you need.

Q: How to order samples and about sample ordering?

Our sample ordering feature is processed/purchased in the same fashion as the checkout for orders. We feel it is necessary and important to sample out one full square foot of tile/stone or one 18” tile depending on the product. This is due to wide shade variations in several glass tiles, porcelain tiles, stone tiles, ledgerstone panels, pavers, coping, and decking/patio materials. All extra samples ordered once returned would be credited toward the order being fulfilled.

Q: I placed an order when do I get charged?

For orders placed by a credit card, your card will get authorized at the time you place your order. We will only charge your credit card once the order status is upgraded to "processing". That is when we secure your product from our vendor, or prepare your order for shipping.

Q: How long is shipping time on my order?

Shipping time will generally be between 5-10 business days, unless your product is backordered, in which case you will be notified by phone or email. Different products ship at different times, depending on where you are located and what tile you order. Some products ship out immediately, and some orders need to be verified, packed, and coordinated to ship from multiple locations, adding to your shipping time. Our customer support specialists can provide you with detailed shipping and tracking information. Some tiles are special order and can take longer. Clients will always be informed of lead times that exceed ten business days. If it is going to be longer, you will be notified by phone or email and will have the option to cancel. If you are concerned about timing please indicate your timing needs when placing your order via email.

Q: How does the ordering process work?

  • Step 1-place order (calculate freight charge)
  • Step 2-wait for confirmation of order
  • Step 3-process order and have ship date
  • Step 4-notify when material has been shipped. Including tracking information and freight instructions for customer.

Q: What happens if my product is backordered?

If the product is backordered we will notify you shortly after you receive your order confirmation. We will advise you of the approximated ship date and you will have the opportunity to cancel or modify your order at this time.

Q: How much tile should I order?

It is recommended that you order 8-10% above the square footage needed. This is important due to cutting, tiles breaking and extra tiles just in case tiles become obsolete.

Q: How do I receive my order?

If the order is delivered to your home or job site, we give the freight companies instructions to call you prior to delivery. This way you are able to set an appointment time when someone will be at the delivery site to inspect the shipment. Smaller orders may be sent via UPS or FedEx and are subject to their rules. They will normally not call you in advance of delivery.

Q: What do I do if my tiles are damaged during transit?

Tiles do break frequently during manufacturing, transit, and installation. This is why it is highly recommended that you order 8-10% more tile than measured amount. This is true whether you are buying tile online or at our shop. Any material that you receive from us which arrives broken can be replaced at no cost if proof of damage is supplied. The same lead times apply to replacements as they do to original tile orders, this is why overages are very important as they can help you avoid expensive/frustrating delays in your project.

Q: How do I install my tile/stone?

If you are not familiar with installing tile and stone products, we strongly suggest retaining the services of a professional installer. C Tile Plus online cannot recommend an installer to you, please consult your local listings. However, for the DYIer there are several educational and informative youtube videos that are very helpful. Please contact us for specific links.

Q: When should I schedule my installation?

We recommend you schedule your installation after you have received your complete order. Though we make every effort to get you your material on or before the ETA, shipping times are only our best approximations, and delays may occur. Once a shipping company is moving your material, we are able to give you an exact delivery date. C Tile Plus will not be held responsible for lost days of work, trip charges, and miscellaneous Installation charges due to arrival time of material.

Q: Can I cancel an order?

If you decide to cancel your order, please let us know immediately. If your order has shipped and shipping expenses have been incurred, you will be obligated to pay for shipping and restocking fees (usually 15% depending on the product). Special order items may not be cancelled.

Q: Are all tile sizes exact as displayed on site?

all sizes of tiles on our site are based on the best information available to us from our vendors. However, with different countries labeling their items differently, it is very possible that a tile that is labeled a certain size may be off with a fraction (i.e. a 12x12 tile may actually be a 11.75x11.75 or 12.25x12.25 and still be called a 12x12 tile)Therefore, if the exact size is important to you, please have our staff confirm the actual size prior to placing your order.

Q: Are our materials top quality?

Yes, all of our materials come from trusted vendors that have been delivering top of the line natural stone, glass, porcelain, clay brick, and concrete materials to us the past 30 years.

Q: How is tile and stone ordered?

Tile and stone is ordered by the square foot. Note that it is necessary to over order than underorder due to frequent discontinuing, tile chipping/breaking during installationand backorders on tile/stone. The rule of thumb is to order 8-10% more than the square footage needed.

Q: Where can I go to view all of your products in person?

Unfortunately we have only 1 location right now. We are located at 1039 w. la cadena dr. riverside, ca 92501

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