FAQ

Ordering

Do you have a retail store or showroom?

We have our materials on display at Flora Grubb in Los Angeles and San Francisco. More info here. We also offer samples online. Samples of all paver colors are available for purchase and ship within 3 business days. We encourage sampling before placing paver orders. Email us at hello@orcaliving.com with any questions.

Where do you ship?

We ship only within the contiguous United States.

When will my order ship? 

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 within 3 business days.

Shipping

How will my order ship?  

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.

Can an order be picked up?

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

What to expect of a freight delivery?

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.

Returns

Do you have free returns?

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.

Which items can be returned?

In-stock 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.

Which items are final sale?

Made-to-order items such as Pavers, Furnishings, and Firepits cannot be canceled or refunded after order confirmation.

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

Pavers

How to choose between pavers or tiles for a project?

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.

What is permeable paving?

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.

How to calculate and add pavers to cart?

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.

Can pavers withstand vehicular traffic?

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.

Can pavers be used on a slope, and are they slip resistant?

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.

Can pavers be used indoors?

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

Should pavers be sealed?

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.

Can pavers be used for a pool?

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.

Can pavers withstand freezing temperatures?

Almost all of our clay pavers (Clay, Worn Clay, and Pressed Clay) are freeze/thaw rated for exterior use and can be used anywhere in the continental US. The exception are two tile colors: Light Copal and Calcite are not freeze/thaw rated.

Recycled Block products are finished with Rain Guard to help with water entry but because they have not undergone formal freeze/thaw rating, we do not advise using them in areas with frost and snow.

What are the technical tolerances for pavers?

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.

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.

What is Efflorescence and how does it affect pavers?

Efflorescence is a natural occurrence where soluble salts surface on the pavers, appearing as a white powdery substance. This can happen when moisture moves through a paver, drawing the salts to the surface as it evaporates.

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 sands 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.

What is the production timeline for pavers?

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.

How are pavers installed?

See installation guide here

How are pavers cleaned?

See cleaning guide here