LATICRETE Customer Service — Practical, Expert Guide for Contractors and Specifiers

Overview of LATICRETE Customer Support and Resources

LATICRETE provides combined commercial customer service and technical support focused on tile, stone, and flooring systems. Their public-facing portal (https://www.laticrete.com) centralizes product data sheets (PDS), safety data sheets (SDS), installation guides, BIM objects, and warranty information. For typical project workflows, expect to use the website to download PDS/SDS, lookup product calculators, and locate distributors; these resources remove the need for basic support calls in most cases.

Technical services are structured to assist with specification selection, substrate troubleshooting, failure analysis, and warranty review. For complex issues contractors should plan to submit a complete package of documentation (photos, jobsite conditions, product lot numbers, installation dates) to expedite response. Many field technicians report initial acknowledgement within 24–48 hours and substantive technical guidance within 3–5 business days for straightforward issues, although times vary for forensic investigations that require lab testing or site visits.

How to Contact LATICRETE — Channels and What to Expect

Use multiple channels to ensure the fastest response: the online contact form on laticrete.com, the regional phone lines, and direct emails to technical services. As of 2024, the primary website is the authoritative source for current phone numbers and regional offices; across North America the vendor support model typically routes calls to a centralized technical group that triages requests to local reps or the R&D lab when needed.

When you call or open a ticket, be prepared to provide: project name and address, installer name and contact, product names and lot/batch numbers, purchase invoice or distributor name, installation date, and high-resolution photos showing the problem at macro and micro scales. These items reduce back-and-forth and accelerate diagnosis—missing data is the most common reason tickets stall.

Contact Channels (high-value list)

• Website: https://www.laticrete.com — downloads, PDS, SDS, calculators, warranty portal.
• Phone: use the regional phone number listed on the website for fastest routing to Technical Services (centralized triage typically handles North America requests; verify local numbers by region).
• Email/contact form: attach photos, job documents, and purchase information; reference product lot numbers and invoice numbers in the subject line.
• Local distributor: for pricing, availability, and returns — have your invoice number and purchase date ready.

Preparing a Technical or Warranty Claim — Step-by-Step

A successful claim starts with documentation. Collect the product label and lot/batch numbers, the original purchase invoice (distributor), date(s) of installation, photos of the installed condition including overall views and close-ups, and non-destructive test results you may have (moisture meter readings, floor flatness F-numbers, adhesive bond tests). If you had a pre-installation mock-up or adhesion tests (e.g., pull-off tests to ASTM standards), include those reports to speed resolution.

Expect the technical group to request physical samples for laboratory analysis in some cases. Typical sample sizes requested for adhesives or grout are 2–4 ounces, while tile failures may require 4–6 intact tiles or tile fragments with adhered mortar. Ship samples only after receiving an RMA number — LATICRETE will provide instructions on packaging, preferred courier, and the address for lab submissions to ensure chain-of-custody and fast turn-around.

Typical Response Times, Costs, and Escalation

Standard initial responses are usually within 1–2 business days for non-urgent queries; on-site visits and forensic lab testing can add 2–6 weeks depending on backlog and complexity. If an on-site investigation is needed, LATICRETE typically coordinates through the local sales representative and will provide an estimated timeline and scope of work. For time-sensitive projects, request priority handling and document the project schedule and cost exposure (e.g., daily labor rental at $X/day) to justify expedited service.

Warranty coverage varies by product and application; typical product limited warranties for adhesives and mortars range from 1–15 years, with system or lifetime warranties available when installations meet specific criteria and are pre-approved. Labor and removal costs are commonly excluded or limited; if coverage is unclear, request a written warranty interpretation from customer service before starting remedial work. Always obtain an RMA and written authorization before shipping material for return to avoid denied claims or unexpected costs.

Practical Tips to Accelerate Resolutions and Reduce Risk

Document in-progress photos and daily installation logs; these are among the most persuasive pieces of evidence in a warranty review. Label and store leftover material (bags, boxes) from each lot so that if a batch issue emerges, you can quickly provide the lot number and a sample. For large commercial bids, ask LATICRETE for an installation checklist and request factory acceptance tests or a pre-installation conference to lock down responsibilities and materials.

Training and certification reduce claims: LATICRETE offers product training and hands-on sessions for contractors and specifiers; confirmed training records and installer certifications are often required for system warranties. If you expect to use LATICRETE on critical projects, budget $0–$500 per attendee for short courses and $500–$2,500 for multi-day certification workshops (prices vary by region and course type; check the website or local rep for current fees).

How to get a refund from Tile?

Standard Return and Refund Policy
Tile can only refund orders placed directly through our website. If you purchased your Tile(s) through another party (like Amazon.com), contact them for return instructions. You can return your Tile for a refund within 30 days from the day you received your Tile shipment.

How do you maintain LATICRETE epoxy grout?

LATICRETE epoxy grout requires regular cleaning with pH neutral cleaners like STONETECH Stone & Tile Cleaner, which may differ from the cleaning requirements of the floor or wall finish. Please consult the cleaning requirements of the surface finish manufacturer before cleaning.

How do I email the tile shop customer service?

If you have difficulty accessing any feature or functionality on this website or on any The Tile Shop mobile app or tool, please feel free to call us at 888-398-6595 or email us at [email protected] and we will work with you to provide the information or item you seek through a communication method or that is …

Does LATICRETE need to be sealed?

LATICRETE® SpectraLOCK™ PRO Grout never requires sealing. LATAPOXY® SP-100 never requires sealing, but we do recommend sealing with our cement based LATICRETE 1500 Sanded Grout, LATICRETE 1600 Unsanded Grout grouts.

How do I contact tile customer service?

Text our Customer Care team

1. In the Tile app, tap Settings.
2. Scroll down to Premium, then tap Contact Premium Support by SMS.
3. The app redirects you to your text app.
4. Type in your question or comment, then send your message.

Is LATICRETE an American company?

Established in 1956, LATICRETE began as a family venture that has since flourished into a global leader within the construction industry. This third-generation family-owned business started in the basement of New Haven, CT with one inventor who had the desire to change the way tile was installed.