Placing an Order
How can I order a product that is out of stock?
If a product you're interested in is out of stock, you can still place an order. You will be notified when the item is back in stock, and your order will ship as usual. For assistance with ordering an out-of-stock item, please text us at 732-780-6060 or email us at info@laterem.com.
What payment methods do you accept?
We accept all major US credit cards, as well as PayPal, Google Pay, and Apple Pay. Please note that your credit card will be charged within 24 hours of placing your order.
Can I change the quantity or cancel an item in my order?
If you need to change the quantity or cancel an item, please contact us as soon as possible by texting 732-780-6060, emailing info@laterem.com, or calling 732-780-6060. We will do our best to accommodate your request. However, once an order starts processing, we are unable to make any changes.
How can I ensure I’m ordering from the same dye lot?
We’re happy to help you place an order over the phone to ensure the same dye lot is available from your previous order. Please call us at 732-780-6060 for assistance.
How can I set up an account?
Please click this link to register an account. Then, just follow the instructions to finalize the account setup. Rest assured that your information is never sold to any other company and is kept entirely confidential.
Shipping
How will my tile be delivered?
Smaller tiles and orders in smaller quantities will be shipped via UPS small parcel, with no delivery appointment required. This typically applies to orders under 75 sq ft and/or tiles smaller than 24”x24”.
Larger tiles or orders in larger quantities will be shipped via a freight carrier, wrapped on a pallet for curbside delivery. Once your order reaches the destination terminal, the freight carrier will contact you to schedule a delivery appointment. This applies to orders over 75 sq ft and/or tiles 24”x24” or larger.
Do you ship internationally?
Laterem does not currently offer international shipping. However, you can ship to a freight forwarder of your choice within the continental U.S. You will be responsible for arranging the shipment and covering the shipping charges, both from our warehouse to the freight forwarder and from the freight forwarder to your location. Please note that we cannot accept international credit cards, so payment must be made via PayPal or a U.S.-based payment method.
How much does shipping cost?
When you order from Laterem, you’re ordering directly from the source, and we’re proud to offer fast, affordable shipping on all regularly priced orders (samples ship for free when you order 5 or more). Most products are in stock at our warehouses and ready to ship to you.
For shipments within the continental U.S., simply add items to your cart and proceed to the Checkout page to view available shipping methods and their prices.
Additional charges apply for shipping to AK, HI, PR, and the U.S. Virgin Islands.
Can I pick up my tile from your warehouse?
Yes, we offer warehouse pickup. Our primary warehouse is located in central New Jersey, about an hour and a half from New York City and 45 minutes from Philadelphia. We also have a warehouse in Arizona. To arrange a pickup, please contact customer service by emailing info@laterem.com or calling 1 (732) 780-6060.
How can I check if my order has shipped?
Once your order has shipped, you will receive a shipment confirmation email with tracking information. You can check the status of your order at any time by clicking on "My Order" in the website footer.
Order Status
How do I track my order?
If you’ve received a shipment confirmation email from us, you can track your order by clicking "My Order" in the website footer. Please note, depending on the carrier, tracking information may not be available for up to 48-72 hours after shipment.
When will my order be shipped?
Orders are usually processed and shipped within 2-5 business days after being placed.
Once your order ships, you'll receive a shipment confirmation email with tracking details. Please note, tracking information may take 48-72 hours to appear, depending on the carrier.
My order shows delivered, but I have not received it. What should I do?
If the tracking for your order shows it was delivered but you haven’t received it, please text us at 732-780-6060, email us at info@laterem.com, or call us at 732-780-6060 for assistance. For quicker service, please have your order number ready.
Has my order shipped?
Once your order has shipped, you will receive a shipment confirmation email with tracking information. You can check the status of your order at any time by clicking on "My Order" in the website footer.
Issue with an Order
What If My Tile Breaks or Chips After Installation?
Once tile has been installed, we’re unfortunately unable to process any claims, replacements, or refunds. We strongly recommend inspecting all materials prior to installation to ensure they meet your expectations.
For more details, please refer to our Terms & Conditions.
My Shipment Included Damaged Tiles — What Should I Do?
Order from Laterem with confidence! While we use advanced packing methods to protect your order, occasional damage during transit can still happen — and we’re here to help.
If your shipment includes any broken tiles, please contact us as soon as possible by texting 732-780-6060, emailing info@laterem.com, or calling 732-780-6060.
To help us process your claim quickly, please provide the following:
* Your order number
* The quantity of tiles damaged
* Clear photos of the damage
Important: Damage must be reported within 5 days of delivery to be eligible for replacement or credit. Be sure to inspect all boxes upon arrival, as we can only process one claim per shipment.
Missing Items from Your Order?
Some orders may arrive in multiple shipments. We recommend reviewing your shipping confirmation email to see which items were included in the package you received.
If something still appears to be missing, please don’t hesitate to contact us by texting 732-780-6060, emailing info@laterem.com, or calling us at 732-780-6060. We're here to help!
Some of My Mosaic Tiles Arrived Broken — What Should I Do?
Mesh-backed mosaics are beautiful but delicate, and it's not uncommon for a few pieces to loosen or break during transit. Fortunately, what may look like a damaged sheet is often still usable — sometimes it just takes removing or repositioning a few chips.
If you're unsure how to proceed or need help assessing the damage, our experts are here to guide you. Please reach out by texting 732-780-6060, emailing info@laterem.com, or calling 732-780-6060.
We’ll help you determine the best next steps and make it right if replacements are needed.
Received the Wrong Product?
If you believe you received an incorrect item in your order, please contact us within 5 days of delivery. You can reach us by texting 732-780-6060, emailing info@laterem.com, or calling 732-780-6060.
We’ll work quickly to make it right!
Can I modify my order?
If you’d like to change something related to your order or shipping information, please reach out as soon as possible by texting us at 732-780-6060, emailing us at info@laterem.com, or by calling us at 732-780-6060.
We will do our best to accommodate your request. Please note that once an order begins processing, we may no longer be able to make changes.
Pricing and Billing
How Can I Review My Order Charges?
If you have a Laterem account, simply log in and click on 'My Order' to review your order charges. You can compare your order history on our website with your financial records for accuracy.
If you have any further questions or concerns, feel free to text us at 732-780-6060, email info@laterem.com, or call 732-780-6060 for assistance.
How Can I Review My Order Charges?
If you have a Laterem account, simply log in and click on 'My Order' to review your order charges. You can compare your order history on our website with your financial records for accuracy.
If you have any further questions or concerns, feel free to text us at 732-780-6060, email info@laterem.com, or call 732-780-6060 for assistance.
When Will My Credit Card Be Charged?
Your credit card will be charged within 24 hours of placing your order.
How Can I Get a Copy of My Receipt/Invoice?
To access and print your invoices, simply log into your account and go to 'My Order'.
If you don't have an account, you can also reach out to us at 732-780-6060 or email info@laterem.com for assistance in obtaining a copy of your receipt or invoice.
Do You Offer a Price Guarantee?
At Laterem, we’re committed to offering you the best value at the best price. If you find the same item at a lower regular price from an online competitor, we’ll gladly match it.
Just email us at info@laterem.com with a link to the product showing the lower price.
Please note: We do not match sale prices, special promotions, or coupon offers.
My Account
Your Privacy is Important to Us
We value your privacy and want to assure you that your information is never sold to any third party. For complete details on how we use the information we collect, please review our Privacy Policy.
How Do I Create an Account?
Click here to create an account, then follow the prompts to complete the setup.
When Will My Refund Appear on My Account?
Refunds for returns are typically processed within 7 business days after the items are received at our warehouse.
How Do I Make a Return?
We’re happy to accept returns within 180 days of your purchase on all regularly priced items. Please note that samplesand sale items are non-returnable, and shipping charges are non-refundable.
To make a return:
2. Request an RMA (Return Merchandise Authorization) by emailing info@laterem.com. Returns cannot be processed without this form.
* Please include your order number, quantity of tiles you’re returning, and the reason for the return.
3. You’ll receive your RMA form within 2 business days. The completed form must be included with your return.
4. Packaging: All returns must be in the original packaging and in the same condition as received. Be sure to pack the items carefully — we cannot issue credits for any broken tiles.
5. A 15% restocking fee will be deducted from your refund, and the customer is responsible for return shipping.
How Do I Edit My Account Information?
If you have an account, simply log in and you can edit your information at any time.
What Is Your Return Policy?
We are happy to accept returns within 180 days of your purchase on all regularly priced items. Please note that samples and sale items are non-returnable, and shipping charges are non-refundable.
A 15% restocking fee applies, and customers are responsible for arranging and paying for return shipping. All returns must be in the original packaging and in the same condition as when they were received.
To initiate a return, you’ll need a Return Merchandise Authorization (RMA). You can obtain one by emailing us at info@laterem.com.
For full details and steps on how to make a return, please refer to our complete Return Policy.
I Forgot My Password. How Can I Reset It?
You can easily reset your password by clicking here.
Returns
Materials & Applications
What Is a Dye Lot?
A "dye lot" refers to the slight color variations that can occur between different production cycles of the same tile style. These color differences can happen when tiles pass through the kiln, where slight temperature variations can cause the glazes to react differently and result in changes in color tones.
To keep track of these variations, the factory assigns a unique code to each color tone. This ensures that different dye lots are kept separate, making it easier to identify and match tiles for your installation.
For best results, inspect your tiles and ensure they all share the same dye lot before beginning your project to avoid any color discrepancies.
If you have any questions, feel free to text us at 732-780-6060, email info@laterem.com, or call 732-780-6060.
What’s the Difference Between Porcelain and Ceramic?
Porcelain is a type of ceramic tile, but the key differences lie in the raw materials, production process, and technical characteristics.
Porcelain tiles are made with different raw materials that allow them to be pressed at higher pressures than standard ceramic tiles. This results in a denser, more durable tile. Ceramic tiles are pressed at a lower pressure, but they are still very durable. Both types of tiles are fired in a kiln at high temperatures to harden them.
* Porcelain tiles are waterproof and can be installed almost anywhere, including outdoor areas.
* Ceramic tiles are water-resistant but are not recommended for outdoor use or heavy commercial applications.
What Is a PEI Rating?
The PEI (Porcelain Enamel Institute) rating measures a tile’s resistance to wear and tear, on a scale from 1 to 5. A higher rating indicates greater durability. The rating is based on how well a tile can withstand damage before showing signs of wear.
* PEI 1: Best suited for wall applications.
* PEI 2: Suitable for floor use in very low-traffic areas.
* PEI 3 / 4: Durable for residential floors with moderate foot traffic.
* PEI 4 / 5: Ideal for high-traffic areas like commercial floors, and highly durable in residential settings.
What’s the Difference Between Rectified and Nominal Size?
he main difference between nominal size and rectified size lies in the precision of the tile’s dimensions:
* Nominal size refers to a size used for identification purposes. It may not reflect the actual, precise dimensions of the tile, as there can be slight variations due to manufacturing processes.
* Rectified size refers to tiles that have been mechanically cut to have even edges and precise, consistent dimensions. This ensures a more uniform size for installation.
Installation
Can I Use My Tile with Heated Floors?
Most tile and stone materials are compatible with heated floors, including LVT with the proper preparation. To confirm whether a specific tile is suitable for use with heated floors, please check the product’s 'Specifications' section on the product page.
How Do I Know If a Tile Can Be Used on a Fireplace Surround?
To determine if a tile is suitable for use on a fireplace surround, please refer to the 'Specifications' section on the product page. There, you’ll find detailed information about its intended uses and limitations.
Can I Install Tile Without Grout or Fillers?
We do not recommend installing tiles without grout lines and spacers. The appropriate grout line size for your tile can be found in the 'Specifications' section on the product page. There are a few exceptions, such as highly textured stacked stone tiles, where a smaller grout line may be acceptable.
For the best results, we always suggest working with a local licensed professional to ensure proper installation and the use of the correct materials.
What Brand of Grout Do You Recommend?
We recommend Laticrete grout, available on our website. When used according to the manufacturer’s instructions, Laticrete grout is highly stain-resistant, fast-setting, and suitable for residential floor and wall applications. It can be used for both interior and exterior installations, including submerged areas like pools. Additionally, Laticrete offers a wide range of color options to suit your design.
What Type of Grout Should I Use?
The type of grout you choose depends on the environment where your tile will be installed.
* For most standard installations, high-performance cement grouts are a great choice. They offer a strong, easy-to-use solution suitable for most applications.
* For high-traffic areas or spaces that are exposed to frequent staining (such as kitchens), chemical-based grout is ideal. While it offers superior stain resistance, it is typically more expensive and can be more challenging to install.
Where Can I Install My Tile? Is It Suitable for Outdoor Use?
Each tile has specific installation guidelines, which can be found under the 'Specifications' section on the product page. Please consult this section for detailed information on where the tile is suitable for use, including whether it’s appropriate for outdoor applications.
Do You Offer Installation Services?
No, Laterem does not offer installation services. To find a professional tile installer in your area, we recommend asking neighbors and friends for recommendations or checking provider reviews on platforms like Google or Yelp.
How Can I Determine the Thickness of Metal Trim Needed for My Installation?
The thickness of each tile is listed in the 'Specifications' section on the product page. As a general rule of thumb, select a metal trim that is 1-2mm thicker than the tile. For example, if your tile is 8mm (5/16") thick, you should choose a metal trim with a thickness of 10mm (3/8").
What Type of Thin-Set Do I Need?
In most cases, a polymer or latex-modified mortar will work. However, for tiles larger than 15 inches, you’ll need a Large and Heavy Tile mortar. If you’re installing glass tiles, be sure to use a glass-specific mortar.
Does My Tile Need to Be Sealed?
Most glazed ceramic and porcelain tiles do not require sealing. However, if your grout needs sealing, applying a sealer to the tiles as well can help with maintenance, though it’s not necessary.
For stone, cement, or terrazzo tiles, sealing is always required. Important: Be sure to seal the tiles (or use grout release) before grouting, and again after the grout has fully cured.
How Do I Know If a Tile Can Be Used in a Steam Shower?
Most ceramic and glass tiles are suitable for steam showers due to their low water absorption and durability in high-moisture environments. Some stones may also meet these criteria, but it's best to confirm with your installer. To verify whether a specific tile is suitable, please check the 'Specifications' section on the product page.
