Plain answers, not policy.

Five steps: (1) choose your medium (photo tile, crystal portrait, bronze frame, or keepsake), (2) upload your photo, (3) crop and personalize with AI enhancement and inscription, (4) pick size and add-ons, (5) review and add to cart. We email a PDF proof for sign-off before production starts.

↓ Download the full PDF guide (5 pages) · Start your order now →

JPG, PNG, TIFF and HEIC (iPhone photos), up to 50 MB. For print-quality results, we recommend at least 300 DPI — typically a photo 1200 × 1500 pixels or larger. The uploader checks resolution and warns you if too small.

Before any personalized order goes into production we render a PDF showing exactly the crop, photo enhancement and inscription. You approve it, or request changes. 3 iterations are free; further changes cost $25 each. Proof typically delivered within 1 business day of order.

Yes for personal orders — guest checkout works fine. We'll email you order updates and the proof. Trade accounts require sign-up and verification (about 1 business day) to unlock wholesale pricing and NET 30 terms.

Within 24 hours of you approving the proof. Lead time for photo tiles is 10–15 business days from approval; crystal portraits 12–20 days; bronze frames 10–15 days. We email tracking when your order dispatches from Carlton.

Phototiles supplies the memorial trade — funeral homes, monument makers, cemetery trusts, and qualified resellers across Australia and New Zealand. We don't sell retail. If you serve grieving families directly or supply those who do, you can apply.

Typical turnaround is one business day from application submission. We verify ABN against the Australian Business Register, plus a quick check against your trade reference. Urgent? Email trade@phototiles.au with your application reference.

Yes — at least one. It can be an industry association (AFDA, FDA, AMMA), an existing supplier you buy from, or a peer business that can vouch for you. A brief acknowledgement is enough; we don't need formal letters.

We'll email you with the reason and an option to provide additional context. Common reasons: ABN doesn't match the trading entity, reference unreachable, or business activity doesn't fit memorial trade. You can re-apply at any time.

Six European houses — Biondan (Treviso), Caggiati (Modena), Pilla (Verona), Mahieu (Antwerp), Vrohidis (Athens), and Elle.Pi (Florence) — plus our Carlton studio for in-house photo-tile work. Every piece can be traced to its foundry.

Yes. Tell us what you're after — model number, photo, or just a description — and we'll source it from our houses or commission a custom run. Custom lead times are 21–35 business days. Email custom@phototiles.au or use the Talk-to-studio thread.

Within ±1 mm for finished bronze pieces and ±0.5 mm for porcelain tiles. The catalogue lists nominal dimensions — actual castings vary slightly batch to batch. If you need precision tolerance for a specific installation, talk to studio.

Every piece carries a lifetime warranty against fade, chip, and structural failure under normal outdoor installation. The warranty is non-transferable to the end family — it's between Phototiles and your business.

Trade pricing is locked to your account tier. Tier A (default for new accounts) is 10% off RRP. Tier B is 15% off and unlocks at AUD $25,000 cumulative annual spend. Tier C (negotiated) is for high-volume monument makers and chains.

Every quarter automatically. You'll get an email two weeks before review — and your dashboard shows progress toward the next tier in real time. We never downgrade tiers mid-year without 60 days notice.

Three options: NET 30 (default for verified trade), NET 14 with a 2% early-payment discount, or credit card on confirmation (+1.5% surcharge). NET 60 is available case-by-case for accounts with 12+ months of clean payment history.

No minimum order value. Shipping is free above AUD $500 subtotal; below that, a flat AUD $38.50 road consignment applies. Multi-piece orders ship more cost-effectively per piece.

10–14 business days from order confirmation to dispatch. Standard stock pieces leave Carlton within 5 days; the rest is production and final QC.

For service-coordinated orders we can do 5–7 business days standard-stock. Add a note at checkout or talk to studio — there's no rush fee, just a real conversation about what's possible.

Yes, weekly air-freight consolidations to Auckland and Christchurch. Add 5–8 business days transit on top of the production lead time. Pricing is quoted in AUD; GST/customs handled per shipment.

Yes — up to 14 days at our Carlton studio. Pick Hold for collection at checkout and your driver can collect Mon–Fri 8am–5pm with the order reference.

From any product page, choose Order a sample first. A single piece ships same-day from Carlton for a flat AUD $12. You hold it, evaluate it, and the $12 is refunded as credit when you place the production order within 90 days.

Yes — same foundry, same finish batch, same QC. The sample is one piece pulled from the next available production run. You're seeing the actual material, not a reference cast.

Yes. We don't ask for samples back. The $12 fee covers the piece and dispatch. If you decide not to order, we just keep the fee and you keep the sample — no awkward returns.

No hard cap, but we limit free samples to four pieces per quarter to keep the bench from running thin. Above that, the standard $12 fee applies — still refundable on conversion.

Email us within 7 days with photos. Damaged-in-transit pieces are replaced free of charge and re-dispatched same-day. Don't return the original — we'll arrange collection if needed for our insurance claim.

We sign off custom briefs in writing before production starts. If the finished piece doesn't match what we agreed, we re-do it at no charge. Subjective changes after sign-off are a re-quote.

Standard stock can be returned within 30 days for credit (minus 15% restocking and shipping). Photo-personalised tiles and engraved pieces are non-returnable. Custom runs are non-returnable.

Fade, chip, structural failure, and material defects for the life of normal outdoor memorial installation. Not covered: damage from impact, vandalism, fire, or third-party repair attempts. Phototiles repairs or replaces — we don't refund warranty claims.

Yes — add secondary contacts in your profile to Cc them on order emails. Full secondary login support (each user with own password) is rolling out in Q3. For now, multiple staff can share the primary login.

30 days from the date the studio confirms pricing. Quote totals reflect your trade tier at confirmation; if your tier upgrades during the 30-day window, the new pricing applies at conversion.

Yes. Email trade@phototiles.au to request closure — we'll confirm any open orders are fulfilled and outstanding invoices settled. Your account data is archived for 7 years for AU tax compliance.

Monthly statements are auto-emailed on the 1st to the AR contact in your profile. They cover all activity in the previous month: orders placed, invoices issued, payments received, and any open balances. PDF format, audit-ready.