Frequently Asked Questions 

Welcome to Tile & Mosaic Depot. Below are answers to the most common questions about ordering, samples, shipping, returns, and product care. If you don’t see your question here, contact our team, and we’ll help.

 

Shipping & Delivery

Do you ship across the United States?

Yes. We ship throughout the United States, with most large orders delivered via LTL freight (pallet delivery). 

Do you offer free shipping?

Yes—free standard curbside shipping is available on eligible orders of $1,999+ for mosaic tile and molding products only, shipped to the continental U.S. 

Are Hawaii, Alaska, or U.S. territories included in free shipping?

No. Free shipping does not apply to Hawaii, Alaska, U.S. territories, or international deliveries. 

How long does order processing take?

Orders are typically processed within 2–3 business days (Monday–Friday, excluding holidays). 

How long does shipping take?

Transit time depends on warehouse location and destination. Typical estimates:

• LTL freight deliveries: 2–10 business days

• Samples/small parcels: 2–6 business days

  All timelines are estimates and may be affected by carrier capacity, weather, holidays, and regional delays. 

How are pallet (freight) deliveries made?

Most bulk orders ship via LTL freight and are curbside delivery only. The carrier unloads at the curb/driveway nearest your address—no inside delivery or room placement is included. The freight company typically contacts you to schedule a delivery window, and an adult (18+) must be present to inspect and sign for delivery. 

Do you ship to P.O. Boxes or APO/FPO addresses?

No. We do not ship to P.O. Boxes or APO/FPO addresses. 

Can extra delivery fees apply?

Yes. Additional fees may apply for remote delivery areas, liftgate service, re-delivery attempts, or missed appointments. 

Will I receive tracking information?

Yes. Once your order ships, you’ll receive tracking details and the carrier information by email. 

Order Inspection & Damage Claims

What should I do when my order arrives?

Please inspect your shipment immediately upon delivery and before signing the carrier’s delivery receipt. Check for packaging damage, broken/cracked items, missing items, and signs of tampering. 

What if my order arrives damaged, incorrect, or defective?

You must submit a written claim to sales@tileandmosaicdepot.com within 3 calendar days of delivery, and include your order number and clear photos of the product and packaging (and the pallet, if applicable). 

What if I notice an issue after installation?

Claims made more than 3 days after installation are not accepted. Installation constitutes acceptance, and we do not reimburse labor/time/third-party installation services. 

Do you have a breakage allowance?

Damage or shortage claims exceeding 3% breakage must be reported within the inspection/claim window and include photographic evidence. 

Cancellations

Can I cancel my order?

Yes, with conditions:

• Within 24 hours: free cancellation

• After 24 hours (but before shipment): 25% cancellation fee

• After shipment, orders cannot be cancelled and fall under the return policy 

Returns & Refunds

What is your return window?

Return requests must be initiated within 30 calendar days of delivery. 

What items are eligible for return?

Eligible returns must be unused, uninstalled, unaltered, and in original, undamaged packaging, in resalable condition (no wear, adhesives, or installation marks). 

Do you allow partial returns?

No. Partial returns are not accepted under any condition. Only full, unopened cartons may be returned. 

How do I start a return?

Email sales@tileandmosaicdepot.com with your order number, the item(s) you want to return, and the reason. If approved, we’ll issue an RMA and return instructions. Returns sent without an RMA will be refused. 

How soon do I need to ship my return after getting an RMA?

Approved returns must be shipped within 7 days of receiving the RMA. We recommend using a trackable, insured method; we are not responsible for returns lost or damaged in transit. 

Is there a restocking fee?

Yes. Approved returns are subject to a 25% restocking fee. This fee is waived only if the return is due to a confirmed error or product defect. 

Are shipping charges refundable?

Original shipping charges are non-refundable (unless the return is due to an error on our part). 

When will my refund be processed?

Refunds are processed within 7–10 business days after the return is received and inspected. Refunds are issued to the original payment method. 

What items are not returnable?

Returns are not accepted for:

• Installed, cut, or altered materials

• Clearance/final-sale items

• Custom, made-to-order, or special-order products

• Opened adhesives/setting materials/grouts

• Returns requested after 30 days

• Items not in original packaging or damaged due to improper repacking 

Samples

Do you offer samples?

Yes. Sample pieces are cut from current production stock for preview purposes. Sample sizes generally range from 3”×3” to 6”×6”, depending on the product type. 

Are samples refundable or returnable?

No. Samples are final sale and non-returnable/non-refundable under any circumstances. 

Natural Stone Variation & Care

Will natural stone look uniform?

Natural stone is a product of nature and will vary in color, texture, shading, veining, and surface characteristics. These variations are not defects—they are part of authentic stone. 

Do I need to seal natural stone?

Yes—sealing is strongly recommended. Natural stone should be sealed with a high-quality penetrating sealer prior to and after installation. 

How much extra should I order?

We recommend ordering 10–15% overage to account for cuts, patterning differences, and potential transit damage. 

Contact

How can I reach you?

Email: sales@tileandmosaicdepot.com

Phone: (855) 797-8453 (TILE)

Customer Service Hours: Mon–Fri, 8:30 AM–4:30 PM (PT)