Shipping Policy

Order Processing

Most in-stock orders are processed and shipped within 1–3 business days of order confirmation (Monday–Friday, excluding holidays). You will receive a shipping confirmation email with tracking information when your order ships.

For large or complex orders, our team may contact you before shipping to confirm lot availability, delivery details, or freight scheduling requirements.

Shipping Methods & Timeframes

Shipping Coverage

We ship throughout the continental United States. For orders to Hawaii, Alaska, or U.S. territories, please contact us at 855-797-8453 or sales@tileandmosaicdepot.com for a freight quote before placing your order.

Free Shipping

Free shipping is available on mosaics and moldings orders over $1,999 to addresses in the continental United States. This discount is applied automatically at checkout when the qualifying threshold is met. Free shipping applies to the product categories listed — not all tile products.

Order Discount

Orders over $5,000 qualify for $200 off. Contact us at 855-797-8453 or via the promo code at checkout if the discount does not apply automatically.

Freight & Pallet Delivery

Natural stone tile orders above a certain weight are shipped by LTL (less-than-truckload) freight carrier on pallets. Freight delivery works differently from standard parcel delivery — please read the following carefully before your order arrives.

What to Expect with Freight Delivery

Return Policy

30-Day Return Window

We accept returns on eligible items within 30 days of delivery. To be eligible for a return, the following conditions must be met:

• Item is uninstalled and uninspected for installation purposes
• Item is in its original packaging with no damage caused by the customer
• Return is initiated within 30 days of the delivery date
• A return authorization has been obtained from our team before shipping anything back

How to Initiate a Return

1. Contact us at 855-797-8453 or sales@tileandmosaicdepot.com with your order number and reason for return
2. Our team will review your request and provide a Return Authorization (RA) number if eligible
3. Ship the items back using the instructions provided — do not ship without an RA number
4. Once we receive and inspect the returned items, a refund will be processed to your original payment method within 5–10 business days

Non-Returnable Items

The following items are not eligible for return:

• Any installed tile — once tile has been installed it is considered accepted and cannot be returned under any circumstances. This is consistent with TCNA/NTCA industry standards.
• Natural stone shade or color variation — variation in tone, veining, shading, and pattern is an inherent characteristic of natural stone, not a defect, and is not grounds for return.
• Custom and special-order items — products ordered specifically for a customer that are not standard stock.
• Clearance and final-sale items — all sales on clearance products are final.
• Opened samples — samples provided for evaluation purposes are not returnable.

Damaged or Defective Items

If your order arrives with genuine damage or verified product defects (as distinct from natural stone variation), we will make it right. Here's how to report and resolve delivery issues:

Reporting Freight Damage

• Note all damage on the carrier's delivery receipt before signing
• Take photographs of damaged packaging and tiles immediately
• Do not discard original packaging — it may be needed for freight claims
• Contact us within 48 hours of delivery with photos and your order number
• We will file a freight claim with the carrier and arrange replacement of damaged tiles

Reporting Product Defects

• Contact us within 30 days of delivery (before installation) with photos of the defective item
• Include your order number and a description of the defect
• Our team will evaluate the claim and arrange replacement if a genuine defect is verified
• Natural stone variation, shade differences, and tonal shifts are not defects — see our Shade & Color Variation Guide

Order Changes & Cancellations

If you need to modify or cancel an order, contact us immediately at 855-797-8453 or sales@tileandmosaicdepot.com. We process and ship orders quickly — same-day or next-day cancellations are often possible for in-stock orders, but we cannot guarantee cancellation once an order has entered the fulfillment process.

• Orders that have already shipped cannot be cancelled and must go through our return process
• Custom or special-order items cannot be cancelled once the order has been confirmed
• Approved cancellations will be refunded to the original payment method within 5–10 business days