phone (855) 797-8453
FREE SHIPPING ON MOSAICS AND MOLDINGS OVER $1999** ×

SPEND OVER $4000 GET $100 OFF
SPEND OVER $6000 GET $200 OFF

WHERE DESIGN MEETS RETAIL

SPEND OVER $4000 GET $100 OFF
SPEND OVER $6000 GET $200 OFF

Shipping & Returns

Shipping Policy

At Tile and Mosaic Depot, we are committed to ensuring your products are delivered safely, promptly, and with the highest level of care. The information below outlines our shipping procedures, eligibility criteria, and essential delivery terms.

1. Free Shipping Offer

We are pleased to offer free standard curbside shipping on eligible orders of $1,999 or more, applicable to mosaic tile and molding products only.

  • This offer is valid for shipments to the continental United States.

  • Orders that include other product types or do not meet the qualifying threshold may incur standard shipping fees.

Exclusions: Free shipping does not apply to deliveries in Hawaii, Alaska, U.S. territories, or international locations.

2. Order Processing & Fulfillment

  • All orders are processed within 2–3 business days (Monday through Friday, excluding holidays).

  • Upon order confirmation, your items are packed securely by one of our U.S.-based fulfillment partners and prepared for freight scheduling.

  • Once your order ships, you will receive an email with tracking information and the name of the carrier handling your Delivery.

3. Estimated Transit Times

Delivery time depends on the location of the shipping warehouse and the final destination. On average:

  • Standard LTL Freight Deliveries: 2 to 10 business days

  • Sample Orders or Small Parcels: 2 to 6 business days

Please note that all timelines are estimates and are subject to change based on carrier capacity, weather conditions, holidays, or regional logistics delays.

4. Delivery Method & Service Level

Most large or bulk tile orders are shipped via LTL (Less Than Truckload) freight service.

Important LTL Freight Terms:

  • Curbside Delivery Only: The carrier will unload the pallet at the curb or driveway nearest to your delivery address.
    This service does not include Delivery into garages, homes, or specific rooms.

  • Appointment Scheduling: The freight company will contact you directly to schedule a delivery window.

  • Delivery Acceptance: An adult (18 years or older) must be present to inspect and sign for the shipment.

  • Ensure your delivery site is accessible to a freight truck and free of obstructions.

5. Order Inspection & Responsibility

Upon Delivery, you are responsible for inspecting the shipment before signing the carrier's delivery receipt. Please check the following:

  • External damage to the packaging or pallet

  • Missing, broken, or cracked items

  • Visible signs of tampering

If there is any noticeable damage or issue, note it clearly on the delivery receipt and contact us within 3 calendar days at sales@tileandmosaicdepot.com. Failure to report damage promptly may void eligibility for return or replacement.

6. Limitations & Restrictions

  • We do not ship to P.O. Boxes or APO/FPO addresses.

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

  • We reserve the right to revise or update shipping terms without prior notice.

7. Contact & Support

For any shipping-related inquiries or to report an issue, please reach out to our support team:

📧 Email: sales@tileandmosaicdepot.com
📞 Phone: (855) 797‑8453 (TILE)
🕘 Hours: Monday–Friday, 9 AM – 5 PM (Pacific Standard Time)

 

Returns & Refund Policy

At Tile and Mosaic Depot, your satisfaction is our priority. We stand behind the quality of our products and aim to make your return or exchange process transparent, efficient, and fair. Please review the following policy carefully before initiating a return or filing a damage claim.

1. Return Eligibility

Returns are accepted under the following conditions:

  • A return request must be initiated within 30 calendar days of the delivery date.

  • Products must be unused, uninstalled, unaltered, and in their original, undamaged packaging.

  • Items must be in resalable condition, with no signs of wear, adhesives, or installation marks.

  • Returns require prior authorization and an issued RMA (Return Merchandise Authorization) number.

Returns sent without an RMA will be refused and not refunded.

2. Non-Returnable Items

The following products are not eligible for return:

  • Installed, cut, or altered materials

  • Clearance or final-sale items

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

  • Adhesives, setting materials, or grouts that have been opened

  • Returns requested more than 30 days after delivery

  • Products not in original packaging or received damaged due to improper repacking

3. Return Process

To request a return:

  1. Please email us at sales@tileandmosaicdepot.com with your order number, the item(s) you wish to return, and the reason for return.

  2. If your return meets our eligibility criteria, we will provide an RMA number and return instructions.

  3. Ship the return within 7 days of receiving the RMA. You are responsible for return shipping costs, unless otherwise stated.

We strongly recommend using a trackable, insured shipping method. Tile and Mosaic Depot is not responsible for returns lost or damaged in transit.

4. Restocking Fee

All approved returns are subject to a 25% restocking fee, which covers the cost of inspection, handling, and restocking inventory. This fee is waived only if the return is due to a confirmed error or product defect.

5. Refunds

Refunds will be processed within 7–10 business days after your return is received and inspected. Refunds will be issued to the original payment method. Original shipping charges are non-refundable.

6. Damaged, Incorrect, or Defective Items

We take quality control seriously, but on rare occasions, damage or mis-picks can occur during transit. To file a claim:

  • Inspect your order immediately upon receipt.

  • Submit a written claim to sales@tileandmosaicdepot.com within three calendar days of delivery.

  • Include:

    • Your order number

    • Photos of the damaged or incorrect items

    • Photos of the packaging and pallet, if applicable

Claims made after 3 days or after installation will not be accepted. Installation constitutes acceptance of material. We do not offer reimbursement for labor, time, or third-party installation services.

If your claim is approved, we will either:

  • Send replacement material at no charge, or

  • Issue a refund or store credit, depending on product availability

7. Freight Delivery Damage

For orders delivered via LTL freight:

  • Before signing the delivery receipt, inspect the pallet and packaging thoroughly.

  • Note any visible damage on the delivery slip and have the driver acknowledge it.

  • Please retain all packaging materials and photograph the shipment in its delivered state.

Failure to document visible damage at time of delivery may result in claim denial.

8. Questions & Support

Our customer service team is available to guide you through the return or claim process.

📧 Email: sales@tileandmosaicdepot.com
📞 Phone: (855) 797‑8453 (TILE)
🕘 Business Hours: Monday–Friday, 9 AM – 5 PM (PST)

9. Policy Acceptance

By placing an order through Tile and Mosaic Depot, you acknowledge and agree to abide by the terms outlined in this policy. We reserve the right to update or modify this policy at any time without prior notice.

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