Frequently Asked Questions
Find answers to the most common questions about our products, payment methods, shipping, and customer support.
Product Information — Wood-Look Tiles
What material is wood-look tile made of?
Our wood-look tiles are crafted from high-quality ceramic or porcelain bodies, using HD inkjet printing technology to reproduce natural wood grains with striking realism. The tiles combine the elegance and warmth of natural wood with the durability and performance of ceramic/porcelain.
What surface finishes and color choices do you offer?
Surface Finishes:
- Matte Natural Finish: Classic wood texture for a timeless look
- Embossed Textured Surface: Advanced technique adds dimensional gloss and tactile grain
- Skin-Touch Glaze: Nano-level smoothness, soft and comfortable to the touch
- Light Tones: Gray, Natural Wood, Golden Brown, and more
- Dark Tones: Walnut, Dark Gray, Deep Brown, and more
- Trendy Tones: Smoked Gray, Blue-Gray, modern fashion styles
What sizes and thicknesses are available?
Standard Plank Sizes:
- 150×900mm (9.6mm thick)
- 200×1000mm, 200×1200mm (9-10mm thick)
Large Formats:
- 600×1200mm
- 750×750mm (9-10mm thick)
Stair-Specific:
- 300×1200mm (15/18mm thick)
- 470×1200mm (12mm thick)
Where can wood-look tiles be installed?
Our wood-look tiles are suitable for a wide variety of settings:
- Indoor Spaces: Living room, bedroom, study, hallway (perfect alternative to hardwood flooring)
- Commercial Spaces: Hotel lobby, retail stores, offices
- Outdoor Areas: Balcony, terrace, and garden (18mm thickness recommended)
Are wood-look tiles suitable for wet or humid areas?
Absolutely! Our tiles feature outstanding water resistance:
- Porcelain body: Fully vitrified, truly "impermeable"
- Surface: Closed-glaze technology blocks water vapor penetration
- Durability: Soak-proof for 72 hours—no deformation (wood floors swell in just 24 hours)
- Recommended: Epoxy grout for seamless waterproof joints
What are wood-look stair tread tiles? What are their advantages?
- Crafted via HD digital printing, perfectly replicating 20+ wood species
- Texture runs continuously to the edge with a rounded (bullnose) finish
- Available sizes: 300×1200mm (15/18mm thick), 400×1200mm (12mm thick)
- Zero formaldehyde (certified CE/RoHS)
- Extra heavy-duty (single step: up to 800kg load)
- Low maintenance vs. real wood (no waxing, no warping)
Why do stair tiles feature a rounded (bullnose) edge?
- Reduces the risk of sharp edge bumps for improved safety
- Creates a seamless visual and functional transition between tread and riser
- No secondary edge processing required; one-piece design
- Durability tested: 5,000+ steps with no cracking
What is the difference between white-body and black-body tile?
| Property | White Body | Black Body |
|---|---|---|
| Material Structure | Natural clay + quartz sand | Colored with metallic oxide pigments |
| Cross-section | Distinct glaze/body boundary | Full body—grain runs through |
| Edge Durability | Worn edges may show white | No visible color loss at edges |
Black Body Advantages:
- 3x the flexural strength of white body
- Perfect for high-traffic commercial areas
- Preferred by top developers in Vietnam
What are the advantages of tiles with different water absorption rates?
3-6% Absorption: Best for
- Economical wall tiles
- DIY renovations
- Temporary or dry-area installs
- ✔ Easier to cut and handle
- ✔ More affordable (less than porcelain)
- ✔ Lighter, easier to transport
≤0.5% Absorption: The premium standard, perfect for
- Commercial/high-traffic zones
- Bathrooms, kitchens, all wet areas
- Environments where the highest quality is desired
- ✔ Absolutely waterproof (no color change when soaked)
- ✔ Frost and crack resistant (tested to -50°C)
- ✔ Unmatched stability (never warps)
Product Information — Antique Tile Series
What material is antique tile made of?
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What surface finishes and color choices do you offer?
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What sizes and thicknesses are available?
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Where can antique tiles be installed?
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Are antique tiles suitable for wet or humid areas?
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What are antique stair tread tiles? What are their advantages?
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Why do stair tiles feature a rounded (bullnose) edge?
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What is the difference between white-body and black-body antique tile?
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What are the advantages of tiles with different water absorption rates?
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Payment Information
What payment methods do you accept?
- Major credit cards (Visa, MasterCard, Amex)
- PayPal, Apple Pay, Google Pay
- Bank transfers
- Installments (Klarna, Afterpay available)
Is it safe to use my credit card on your website?
- SSL encryption protection
- PCI DSS compliant
- Never store complete card details
- Multiple security layers
Do you offer any discounts or promotional codes?
- Seasonal discounts available
- Promo codes via newsletter/social media
- Loyalty program benefits
- Early access for returning customers
Shipping & Delivery
How long will it take to receive my order?
- Standard shipping: 3-5 business days (continental US)
- Express shipping: 1-2 business days (available at checkout)
- International: 7-14 business days
Tracking number provided upon shipment.
Do you ship internationally?
- Available to 100+ countries
- Custom rates/times vary by location
- Customer responsible for import duties/taxes
What if my package is lost or damaged?
- Contact support immediately
- We'll assist with tracking/replacement
- Inspect packages within 48 hours of delivery
Customer Support
How can I contact customer support?
- Live Chat: Mon-Fri 9am-6pm EST
- Email: support@example.com
- Phone: 1-800-123-4567
- Urgent: Mark "URGENT" in email subject
Do you offer technical support for your products?
- Comprehensive technical assistance
- Setup, troubleshooting, usage guidance
- Video consultations available
- Online knowledge base resources
How do I track my support ticket?
- Confirmation email with ticket number
- Account login → "Support Tickets" section
- Reply to email updates
- Typical response time: 24 business hours
Still have questions?
Our support team is ready to help you with any other questions you might have.