Telephone
(416) 674-4500
1 (800) 878-1260
Fax
(416) 674-2636
Postal address
6911 Steeles Ave. W., Toronto, Ontario, Canada, M9W 6K7

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Frequently Asked Questions

Here at Dufferin Tile, we try to spend a lot of time talking with our customers to learn what their needs and concerns are. Of course, many of our customers have questions about tiles and how it relates to their project. While it is difficult to have the same sort of discussion with our online customers, the team here at Dufferin Tile felt that a FAQ (Frequently Asked Questions) page on our website could help to answer the most common and popular questions.

If you have any questions which are not covered on this page, please phone us, fill out an online form or e-mail us, we would be happy to answer all your questions.
Can I get samples?
Yes, if you are inside our store, you will be able to place a deposit down (equal to the price of the tile samples you are taking) which is refundable when you bring the samples and the invoice back to us.

Can I get my tiles delivered to my home?
Yes, we do deliver. There is a delivery charge which begins at a minimum of $80.00 and may increase depending on the distance or difficulty of the delivery.

How far do you deliver?
Our maximum delivery radius is roughly within three to four hours drive (Windsor - Sudbury - Kingston)

What is your refund and exchange policy?
Our company policy is that, in general, we do not take any items back for refund or exchange. For any items which we do accept back, the return will only be available as a credit coupon usable only in our store within the next year. A 20% restocking charge is applied to all accepted returns

Why don't you allow returns like those big box stores?
While similar in very broad terms, our business does differ in some significant ways from the big box stores. In order for us to offer the great prices we give to you on a daily basis, we need to maintain product integrity while dealing with a high product turnover. Roughly translated, a part of our keeping our prices low for you means that we need to bring in new batches of tile on a constant basis. And a part of our commitment to quality means that we will not mix batches of tile.

How come tiles don't look the same when I buy them at different times?
When tiles are manufactured, certain dyes are used to create the glaze on top of the tile. On different production dates, the exact mixture of these dyes will change. While sometimes different batches may look very similar to one another upon casual inspection, when placed together on a more open area the difference is almost always quite noticeable. While we do not mix batches on individual orders, there is no way in which we can guarantee that two purchases of the same tile at different times will be from the same batch.

What is the difference between Porcelain and Ceramic tiles?
In very simplified terms, the Porcelain tiles are a stronger, less absorbent and more durable product than the Ceramic tiles. As such, for heavy traffic areas (such as the kitchen or front entrance) Porcelain tiles are recommended, since what might scratch or chip a Ceramic tile, will not necessarily damage a Porcelain tile.

Why can't I use regular floor mix with my Porcelain tiles?
Because Porcelain tiles are less absorbent (amongst other things) a special type of thin set, one that has more adhesive strength, is required. These are commonly known as "Multi-Purpose" cements, but you may also find that they are called "Polymer modified" thin sets. The multi-purpose cements will vary in price according to the amount of glue or adhesive present in that particular mixture.

Can I cut Porcelain tile with a regular tile cutter?
For most people, the answer would be "No". While it is possible for an experienced tile-setter to cut a porcelain tile with a high-end manual tile cutter, for most people, it is strongly recommended that a heavy-duty water saw is used. The Porcelain tile is dense enough and strong enough that a regular tile cutter will not cut the tile accurately.

Does the colour on the tile go all the way through?
This would depend on the type of tile in question. For most man-made tiles, the answer is "no". Most man-made tiles are constructed from two parts, the bisque (the reddish or whitish meat of the tile) and the glaze (the picture on the surface of the tile). There are some Porcelain tiles which are "through-body" or "full-body", which does mean that the colour would go all the way through those tiles. However, they are relatively uncommon, the most popular variation of them are the "polished porcelain" tiles. All natural stones are through-body, and will have the colour go all the way through the tile.

Why do I need to use Porcelain tile outside, Can't I use Ceramic?
The Porcelain tiles have a very low absorption rate, usually below 0.5%. This means that in a Canadian winter, the Porcelain tile will not absorb enough water that when the temperature goes below freezing, the ice which is formed will not expand inside the tile and crack it. Unfortunately for Ceramic tiles, the same guarantee cannot be offered, and during the course of a couple Canadian winters, the tiles would crack.

How much waste will I need to add to my measurements?
The amount of waste will differ depending upon the size and configuration of the area in question. While we recommend strongly that the person who is installing should provide this figure, if you are installing the tile yourself this may create a slight problem if you are uncertain. Waste in a tiled area will most commonly fall between 5%-15% depending on a variety of factors. For the "do-it-yourselfer", we would recommend 10% when laying the tile straight and 15% if placing the tile on a 45 degree angle.

Can I use wall tiles on the floor?
Most "wall" tiles are fired in the kiln at a lower temperature than "floor" tiles. This is done to create a nicer, more aesthetically pleasing finish while compromising on the strength of the tile. Essentially, this means that there is a much higher risk of damaging the tile on your floor if it is a "wall" tile, even under relatively "low" traffic.

Are all the tiles in stock?
We do our best at Dufferin Tile to keep all of our selection in stock at all times. However, if we are currently low, or out of stock on many of our items, it is usually no longer than 3 or 4 days until we are able to provide stock again. Tiles that have been listed as "out of stock" on our website are exceptions to this, and may take much longer to restock.

If the tiles are going on top of plywood, what type of cement do I need to use?
It is strongly recommended that a higher grade of "multi-purpose" cement is used if no wire mesh or scratch has been placed on top of the plywood. The higher the grade of "multi-purpose" which is used, the more adhesive strength that cement will have. It is also important to note that if tile is being installed in this fashion, the sub-floor must be well screwed (not nailed!) down. If there is movement in this sub-floor, cracked tiles will appear above.

What is the difference between sanded and un-sanded grout?
In general, the primary difference between sanded and un-sanded grouts would be the area of application. Typically, un-sanded grouts are used in narrow joints less than 1/8" in thickness (such as the joints on most wall tiles or on polished stones such as granite nor marble) while sanded grouts would typically be used on joints 1/8" or thicker (such as most floor joints). While sometimes these grouts are referred to as floor (sanded) and wall (un-sanded), this is simply a result of their common usage, not a mandatory rule of application.

Do I need to seal natural stone even if it is already polished?
Yes, all natural stone is porous and as such should be sealed. Some denser stones (such as Granite) do not stain easily and are commonly left untreated. However, they are still porous and may be stained under the correct circumstances.


Please note that any prices on the Web-Site (Excluding our coupons) are only indicative/suggestive and are subject to change. Please confirm with the store prior to making any purchase.