FAQ

We ship within the contiguous United States. For shipping to Canada or Mexico, please inquire at hello@orcaliving.com. 

Some of our products are in stock and some are made-to-order. Please check the product page details to see whether an item is in stock or has a production lead time. Note that lead times do not include transit time (see Shipping below). Stock items and Paver Samples ship usually within 3 business days. 

If you would like to receive a custom quote, you can email us at hello@orcaliving.com or call us at +1 310-220-0332. We offer complimentary paver consultations if you would like support with your material selection. You can learn more here.

Showers, Samples, and Accessories ship via UPS Ground. Rates are calculated at checkout. For expedited shipping, please send a request to hello@orcaliving.com.

Oversize items such as Furnishings and Paver projects ship via palletized freight. Freight rates will be calculated at checkout. For paver orders larger than 400 sq ft, please contact hello@orcaliving.com for a custom quote.

We do not offer customer pick-up at this time.

We will contact you when your order is complete, to make sure you are ready to receive your freight shipment. Transit time is usually 1-5 business days depending on your location. Once your order has been picked up and is in transit, we’ll follow up with tracking details.

Freight tracking usually estimates the date the cargo arrives at your nearest freight terminal. Within 1-2 days of this date, expect a telephone call from the carrier to schedule a delivery appointment. If the carrier is unable to reach you by telephone to schedule delivery, resulting in a delay, they may charge storage penalties.

At delivery, the driver will offload your product curbside. They are not authorized to move the product any further, unless prior arrangements were made at the time of booking. At this point you should inspect the pallet(s) for any damage that may have occurred during shipping. If none, you can sign the carrier’s delivery receipt. If there is severe damage, take pictures, note “Refused due to damage” on the carrier's paperwork, and contact us immediately to file a claim. Claims discovered after 48 hours will likely not be processed by the carrier, so it is your responsibility to thoroughly inspect the product at the time of delivery.

If you have a question about your order, you can email us at hello@orcaliving.com or call us at +1 310-220-0332.  

ORCA | Return & Exchange Policy

We want you to feel confident in your ORCA purchase. We understand sometimes a product isn't the right fit, and we're happy to assist with eligible returns.

1. Returns

In-stock items, including Hardware and Accessories, are eligible for return within 30 days of delivery.

To qualify for a full refund, items must be:

• In new, unused, and undamaged condition.
• Returned with all original parts and accessories.
• Returned within the approved return period.

All returns require prior authorization from ORCA.

Return requests submitted more than 30 days after delivery will not be accepted.

2. Restocking Fees

Items returned within the 30-day return window showing signs of use, wear, installation, or damage are subject to a 30% restocking fee.

The restocking fee is calculated based on the original purchase price of the returned item and deducted from the refund amount.

All returned merchandise is subject to inspection upon receipt. ORCA reserves the right to decline returns of items with significant damage, missing components, or alterations.

Restocking fees do not apply to products received damaged or defective, or to items shipped incorrectly by ORCA.

3. Final Sale Items

The following products are final sale and are not eligible for return or exchange:

• Tiles and Pavers
• Plumbing products, including Outdoor Showers
• Fire Pits
• Planters
• Made-to-order products
• Custom or modified products
• Special-order merchandise
• Products specifically identified as final sale or As is (ORCA Found)

All sales of these products are final. Exceptions apply to defective, damaged, or incorrectly shipped merchandise, as required by applicable law.

4. Return Shipping

Customers are responsible for return shipping costs unless the return results from an ORCA shipping error or product defect.

Original shipping charges are nonrefundable, except when required by law or when the return results from an ORCA error.

We recommend using a trackable shipping service and appropriate packaging to protect merchandise during transit.

5. Refunds

Once your return is received and inspected, ORCA will notify you of the refund status.

Approved refunds will be issued to the original payment method, less any applicable restocking fees.

Please allow 5 to 10 business days after refund processing for the credit to appear, depending on your financial institution.

6. Damaged or Incorrect Orders

Please inspect your order upon delivery.

If your order arrives damaged, defective, or incorrect, contact ORCA promptly with your order number and photographs of the product and packaging.

Our team will review the issue and coordinate an appropriate resolution.

Items damaged during shipping are not subject to the 30% restocking fee.

7. How to Request a Return

To initiate a return, contact ORCA within 30 days of delivery with your order number, the item you wish to return, and the reason for your request.

All returns require prior authorization from ORCA.

Once a return is authorized, the merchandise must be received by ORCA within 14 calendar days of authorization.

Returns received after the 14-day period will not be accepted unless ORCA has approved an extension in writing.

Please do not ship merchandise back without prior authorization.

8. Questions

If you have questions about your order or return eligibility, please contact our team. We're happy to assist.

This policy does not limit any rights or remedies provided under applicable law.

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We do not offer free returns but can assist you with creating a ship label, the cost of which would be deducted from your final refund. If you need help creating a return, email hello@orcaliving.com.

We advise using sufficient care and materials to ensure your returned item arrives undamaged and in its original condition. We are not responsible for items lost, damaged or stolen in the mail.

Items such as Hardware and Accessories can be returned in new, unused condition within 30 days of delivery. Please note there is a 30% restocking fee on showers, to be deducted from the final refund.

Please refer to the Product Page details to confirm whether your item is made-to-order or in-stock.

The following products are final sale and are not eligible for return or exchange:

• Tiles and Pavers
• Plumbing products, including Outdoor Showers
• Fire Pits
• Planters
• Made-to-order products
• Custom or modified products
• Special-order merchandise
• Products specifically identified as final sale or As is (ORCA Found)

Please refer to the Product Page details to confirm whether your item is made-to-order.

This depends on the load bearing requirements of your surface and your site conditions. We recommend pavers for permeable patios, walkways, and driveways. We recommend tiles for mortar-set applications such as: cladding concrete slabs, steps and walls, interior finishes, vertical cladding, and fireplace surrounds.

Permeable paving is more flexible and sustainable than rigid-paving systems because it promotes water infiltration and stormwater retention. It refers not to the paver material itself but to the method of installation: setting pavers with joint widths of ¼ - ½ inch and infilling with permeable aggregate. All our standard and split pavers can be installed in this way to achieve permeability. All of our paver sizes are freeze thaw rated.

Enter the needed square footage of your project (plus 10-15% overage) in the Quantity field, and we will calculate and ship the correct number of pieces for your project. We recommend 10-15% overage to account for breakages during transit and allow for cuts and layout adjustments during installation.

We also recommend sampling in advance of your project. A good practice is to mock up multiple pieces in the field, to get an accurate sense of color and variation among the material.

Square footage is calculated using a 1/4” joint and installed module size. Actual coverage will vary based on joint width and layout.

Full thickness standard pavers can be used in driveways when installed correctly. Thin formats (less than 2”) are not strong enough for vehicular traffic, and should be used only for pedestrian walkways, patios and steps when mortared to a substrate.

Recycled Block Pavers are not formally rated for vehicular traffic, and can only be recommended for driveway use when mortared to a concrete substrate.

Our Clay and Recycled Block products are naturally slip resistant and suitable for sloped walkways. Note that sealing tiles will decrease their slip resistance. Sand-set pavers can also be effective on slight slopes up to 10%, as long as they are properly edged to prevent shifting over time.

Yes, tile and split brick formats are great for use indoors when they are mortared to a substrate and pointed with grout. Clay tiles can be used in indoor showers when proper care is taken for good drainage and drying between uses. A clay masonry sealant with antimicrobial agents can be useful for bathroom and kitchen applications. If you need a grout color and/or sealant recommendation, send us an email hello@orcaliving.com

We don't always seal pavers outdoors as we like them in their rawest form, but there are certain circumstances where sealing can be advantageous- especially in interior applications where cleaning and stain prevention is desired. There are many sealant products on the market, so look for keywords penetrating/impregnating, breathable, colorless and matte. We recommend formulas with active ingredients silane or siloxane, and avoiding acrylics (which tend to form films at the surface). Costs vary depending on the percentage of active ingredient, which also determines how long the sealant performs before reapplication is needed.

Our tiles and pavers can be used for decking around a pool, but we do not recommend using tile in permanently saturated areas like the pool lining.

Almost all of our pavers (Clay, Worn Clay, Pressed Clay, Terrazzo and Recycled Block) are freeze/thaw rated for exterior use. The exception are two tile colors: Light Copal and Calcite are not freeze/thaw rated.

We aim for consistency in all our products with the understanding that a material’s natural variation enhances its beauty. Below are the tolerances we maintain to ensure quality and consistency:

Dimensions Tolerance:
For products with dimensions up to 3 inches, the permissible variation is ±1/8 inch.
Dimensions between 3 to 5 inches vary by ±3/16 inch.
For 5 to 8 inches, the variation allowed is ±1/4 inch.
Warpage Tolerance:
Products 8 inches and below are limited to 1/16 inch warpage.
Chip and Wear Tolerance:
Edge chippage is limited to a maximum of 5/16 inch.
Corner chippage can extend up to 1/2 inch depending on specific product applications.

Square footage for all materials is calculated using a 1/4” joint and installed module size. Actual coverage will vary based on joint width and layout.

These tolerances help ensure that each product not only meets our standards but also preserves its inherent natural beauty. For any specific requirements or questions, please contact our product support team at hello@orcaliving.com.

Efflorescence is a natural process where soluble salts rise to the surface and appear as a white, powdery residue.

The salts come from the substrate below. When moisture moves upward through the material, it carries these salts with it. As the moisture evaporates at the surface, the salts remain behind and form the visible white deposit.

Managing Efflorescence:

Efflorescence typically clears up on its own as the pavers are exposed to natural elements like rain and sun. However, if you wish to remove it sooner, a simple brush and water often suffice.

To prevent persistent efflorescence, ensure proper drainage to avoid saturating the pavers, as trapped moisture can draw more salts to the surface. Using clean, washed aggregates for jointing and bedding also minimizes the migration of salts.

Avoid the use of de-icing salts and sealers in climates prone to freeze-thaw cycles, as they can exacerbate efflorescence and lead to surface spalling.

At ORCA, we understand that timely delivery is crucial. Our standard production timeline for made to order products is between 4 to 6 weeks from the date of order confirmation. We are committed to maintaining this schedule to ensure that you receive your products within this timeframe.

Notification of Delays:

In the event of any unforeseen delay that extends beyond the 6-week period, we prioritize transparent communication with our customers. Should such a delay occur, we will notify you promptly.

Alternative Options:

Upon notification, our customer service team will discuss alternative options that fit your needs, ensuring that we provide solutions and maintain your satisfaction with our service.

For any questions regarding our production timelines or to discuss specific order details, please contact us at hello@orcaliving.com. We are here to assist and ensure that your experience with ORCA meets your expectations.

See installation guide here. 

See cleaning guide here

For indoor clay pavers, we recommend using a pH-neutral cleaner labeled for brick or terracotta, a nylon scrub brush, and minimal water. Neutral cleaners are recommended for routine care:
-Vacuum thoroughly, especially the joints, to remove grit.
-Test a hidden spot with the cleaner diluted according to its label. Let it dry before judging the result.
-Clean small sections, using a damp mop and nylon brush for textured areas and joints. --Avoid flooding the floor.
-Pick up the dirty liquid promptly with a wet/dry vacuum or absorbent mop—this helps keep dirt from settling back into the texture.
-Damp-rinse if the label requires it, then dry with towels and airflow.
-Avoid vinegar, acid brick cleaners, wire brushes, and steam cleaning unless the pavers are sealed and the sealant allows for steam cleaning

Fragment is marked by swift grooves and finished with hand-cut edges reminiscent of unearthed pottery. Its glaze possesses a subtle translucence that responds to the variegated beauty of the tile's high-fire white clay base, chosen for its raw texture as well as its durability. Fragment comes in four colors and is suited for both light-high-traffic surfaces.

Parchment inherits the smooth surface of eucalyptus bark, responding to touch with the easeful warmth of skin on skin. Crafted on a high-fire red clay base, each tile possesses slight variations that contribute to a lyrical pattern of color and tone when joined together. Available in two finishes: Studio Glaze and Overglaze. 

- Studio Glaze is suitable for low-traffic surfaces, such as interior or exterior walls. 
- Overglaze is slip-resistant and suitable for either light- or high-traffic surfaces, including interior or exterior flooring and walls, counters, showers, baths, swimming pools, spas and fountains.

Yes. Fragment and Parchment tiles are formed, glazed, and kiln-fired using a handcrafted production process. Natural differences in color, texture, dimensions, edges, and glaze coverage are expected and are part of the finished design.

Hand-applied glazes react differently during firing. Clay composition, glaze thickness, kiln position, and firing conditions can create subtle or dramatic differences between pieces. Fragment tiles have especially noticeable variation because their translucent glazes allow the underlying clay body and surface texture to remain visible. Variation is an intentional characteristic, not a defect.

Yes. Screen colors and photographs cannot fully represent glaze depth, texture, sheen, or variation. We recommend reviewing current physical samples before approving a color or placing a full project order. A single sample demonstrates the general color and finish but may not show the collection's complete variation range.

The Fragment Collection includes 6 x 6-inch and 4 x 4-inch squares and 10x 10 -inch squares, a 2 x 8-inch rectangle. Trim pieces can be special ordered please reach out to hello@orcaliving.com 

The Parchment Collection includes 6 x 6-inch and 4 x 4-inch squares and 10x 10 -inch squares, a 2 x 8-inch rectangle. Trim pieces can be special ordered please reach out to hello@orcaliving.com 

Yes. Fragment and Parchment tiles can be used in suitable wall and floor applications when the substrate, and installation system are appropriate for the project. Floor use must be evaluated carefully in wet, exterior, or high-traffic areas because slip resistance varies by glaze. 

Yes. Ceramic tile can be used for kitchen backsplashes, bathroom walls, countertops, and properly designed floors. Wet areas require an approved waterproofing system beneath the tile. Tile and grout create the finished surface, but they are not a substitute for waterproofing. 

Yes, provided the glaze are approved for the application. Parchment needs an overglaze and the shower should be constructed with a complete waterproofing system. Fragment glaze needs no extra glaze. Waterproofing must cover the appropriate walls, floor, transitions, penetrations, and drain connections before tile installation begins. Use a qualified tile installer familiar with wet-area construction and current TCNA and ANSI installation standards. 

Parchment tile may be used in submerged swimming pools, spas, fountains, and water features only when the tile is ordered with the required pool or chemical-resistant overglaze and installed as part of an approved submerged-tile system. The overglaze must be specified when the order is placed and cannot be added after the tile has been manufactured. 

Pool waterlines and other locations exposed to continuous water or pool chemicals are ok to install with the Fragment collection without an overglaze. Pool chemistry must also be maintained correctly to prevent permanent etching or discoloration of glazed surfaces and grout. 

The pool installation specification calls for a minimum cure of approximately 10 days at 70 degrees F when an approved epoxy grout is used and 14 days at 70 degrees F when an approved latex Portland cement grout is used. Cool temperatures or high humidity can substantially increase curing time. The installer and installation-material manufacturer must approve the final filling schedule. 

Yes. Exterior use may need to include the required waterproofing, drainage, movement joints, and freeze-thaw-compatible setting materials. Exterior suitability depends on the complete assembly, not tile alone. Local climate, substrate, exposure, and building-code requirements must be considered.

The ceramic bodies represented in the technical data completed freeze-thaw testing without visible damage after 300 cycles. Successful exterior performance still depends on preventing trapped water and using a correctly designed exterior installation system.

Waterproofing is mandatory in showers, pools, and other wet areas and is strongly recommended or required for exterior installations. Waterproofing should be installed as a complete system at walls, floors, corners, drains, penetrations, and changes of plane. Waterproofing requirements should be determined before tile installation begins.

A minimum 1/4-inch grout joint is recommended for these ceramic tiles. Never butt-joint handcrafted tile. A zero-width joint does not accommodate natural dimensional variation or movement and can contribute to cracking, chipping, and bond failure.

Yes. Open and inspect multiple boxes before installation, then blend tiles throughout the project. Mixing lighter, darker, and more textured pieces creates a balanced installation and prevents concentrated patches of variation. Do not install one box at a time in separate areas.

The glazed tile face generally does not require a penetrating sealer. Cement-based grout may require sealing, and certain textured finishes may benefit from a tested grout release before installation. Sealer is not a substitute for waterproofing. Always test sealers and grout-release products on spare tile before applying them to the complete installation.

Use warm water and a pH-neutral cleaner formulated for ceramic tile. Wipe up spills promptly and use a soft cloth, sponge, or nonabrasive nylon pad when additional cleaning is needed. Follow the cleaner manufacturer's instructions and test any unfamiliar product in a small, inconspicuous area first.

Do not use acidic cleaners, harsh alkaline cleaners, ammonia, toilet-bowl cleaners, or abrasive chemicals on glazed tile. These products can permanently etch or discolor the glaze and damage cement grout. Avoid wire brushes, stiff abrasive brushes, sandpaper, and aggressive power washing.

Earth Coat can be applied directly to untreated, unsealed mineral substrates including: brick, CMU (concrete masonry units), concrete, cement plaster, stucco, natural stone, and other absorbent masonry surfaces. We do not recommend applying to wooden surfaces. For previously painted, sealed, or treated surfaces, a compatible bonding primer is recommended before application.

Yes. Earth Coat is designed for both interior and exterior applications, making it suitable for garden walls, fireplaces, feature walls, facades, retaining walls, and other masonry surfaces.

Yes. Once fully cured, Earth Coat performs well across a range of climates, including hot and humid to freeze-thaw environments. Because it is vapor permeable, it allows moisture to escape rather than becoming trapped behind the coating, helping support the long-term performance of mineral masonry substrates.For best results, apply only when air and surface temperatures are between 41°F and 93°F (5°C–34°C), and avoid application during rain or freezing conditions while the coating is curing.

No primer is needed for most unpainted, absorbent masonry surfaces such as brick, stone, concrete, or stucco. If the surface has previously been painted, sealed, or treated, we recommend applying a mineral-compatible bonding primer before Earth Coat.

We recommend using a limestone brush for a textured and earthen finish. You may also use a roller or trowel. For more information around application, view our guide here. 

Slowly add water to the dry mix, making sure to not add too much water. The consistency of the finished Earth Coat should be slightly thicker than the consistency of a paint.

Earth Coat creates a soft, mineral-rich matte finish with natural variation. It can be applied smoothly for a refined appearance or more heavily for a textured, timeworn character.

5 Gallon | 32 lbs. will cover approximately 150 to 200 sq ft in 1 coat, depending on the desired thickness, application method, and the type of substrate.  

We do not recommend Earth Coat for pathways with high foot traffic. It can be used in lower-traffic areas, though more frequent reapplication may be needed over time due to wear.

Earth Coast is a long-lasting material. You can expect 5–6 years in outdoor conditions, with a longer lifespan in sheltered areas. In locations exposed to severe weather, some areas may need a refresh after two years. To reapply,  add another coat over the existing finish. Before applying, make sure the surface is clean, dry, and free of dirt or debris.