FAQ

Ordering a sample is easy! Just pick a product from our website and you will land on the product information page and a button title "Order a Sample" will display on the top right of the product image.

All our sample pieces are an average 6x6 inches from our larger format tiles (12x12~63x63 sizes) and small pieces from any mosaic tiles in our natural stone and porcelain tile options.

Not for our larger tiles since they require special packing and handling. You would have to order a single box for retail price. Some smaller subway tiles and trims can be provided in their full size for the same $5 price.

You can make the request up to 8x8 if possible, but the request would have to be sent to our customer service department to confirm if this is possible based on the product (ex: availability for certain items if not in stock).

We ship all orders 1-2 business days after we receive and process your order. The sample will be sent via FedEx 2 day, and once in transit you will receive an email from our department displaying the tracking link. If the sample is unavailable at the time our customer service will contact you about the delay.

If you need the sample sent overnight, contact our customer service and they will provide a quote for the shipping cost (price can vary based on shipping destination). We cannot guarantee that it will arrive in the time due to natural environmental factors once the order has left our warehouse.

To add a product to your cart, click in the "Order Calculator" and enter the square feet you will need, or the amount of boxes in each labeled field. The amount calculate the total, and when you have verything entered just click "Add to Cart." The product will then be added to your cart. When you are ready to checkout, click on your cart, and from your cart page click "Proceed to Checkout" to complete your order!

Be sure to complete the following information that matches with your payment method:

• Full name
• Billing address (needs to be match your credit/debit card)
• Phone number
• Email address

Once complete, you can enter the shipping address if different from billing, and enter additional details in the customer notes panel if necessary

You can change the quantity by clicking the drop down button displaying the box/piece amount. This will update the amount you need before you reach checkout without having to go back to the product page. This will change the total before you are ready to checkout.

If you just placed your order, you can contact our customer service at 1-888-586-1291 or email [email protected] with the correct information you need us to update. If the item was already shipped and is in transit, we can contact the carrier with the correct information. Please note that certain fees may apply depending on how far along transit has taken place.

We ship all orders 1-2 business days after we receive and process your order unless circumstances may delay the order (ex: stock shortage, carrier delay, etc). Transit time may differ depending on the shipping destination coming from our warehouse in Miami, FL.

Mistakes can occur. If you are not sure that you received the correct product, contact our customer service representative with the following information:

• Order number
• Name
• Product information
• Pictures of the item you received

This information can help confirm what product you ordered compared to the item you received through all the processing channels. Once it's confirm that the item you received is not correct, we then will send you the correct item as soon as possible.

Porcelain is a type of ceramic, but is processed with different raw material and heat treated differently. The treatment is what determines the u se of the tile in terms of its durability for flooring areas or wall use only. Our products are generally used for both floor and wall installations, but there may be some that are not recommended for flooring or areas exposed to constant moisture.

For this information check out the specs panel in our products page.

You can use natural stone or porcelain tile with an anti-slip finish as great outdoor options.

A "dye lot" is a term used to desribe small color differences between batches of the same tile. These differences happen during the firing process, when slight terperature changes in the kiln affect how the glaze develops.

Each color match is given a unique code so you can identify matching tiles. Be sure to check that all your tiles come from the same dye lot before installation to prevent visible color variation.

We normally don't recommend this practice unless it's the same tile from the same manufacturer. You can try to match the tiles together but be aaware of differences in color, design, and thickness of tiles as this can cause an uneven surface.

iTileMosaic offers flat-rate shipping of $209 that applies to any purchase under $950 (material only). When your order total is more than $950 shipping is then waived.

You have the option to pick up the material at our warehouse in Miami, FL. If you reside outside of this area you can arrange your own freight carrier to pick it for you. Please note that if you go with this option, iTileMosaic is no longer liable for any damage during transit and any replacement tile will need to be purchased.

Our warehouse is located in Miami, FL and all our products ship from this location. We do not have any other warehouses outside of Florida. Transit time can range from 1-7 business days or longer depending on the location. You can learn more from our customer service department.

International shipping options are available but can be limited at times. For builders/firms that order product for locations outside the US, we can arrange to have the order sent to your forwarding carrier directly from our warehouse. We can also request our carriers assistance but this will require additional shipping costs.

We ship nationwide but may require additional handling for Alaska and Hawaii. They would require ferry assistance and other transit fees if required.
To learn more or obtain a quote, please contact our customer service department.

We ship nationwide but may require additional handling for Alaska and Hawaii. They would require ferry assistance and other transit fees if required.
To learn more or obtain a quote, please contact our customer service department.

For smaller format tile, we use FedEx Ground Shipping with the boxed material packaged in our packaging.

For larger format or higher quantities of smaller format tile, we wrap the products on a pallet (sizes vary) for curbside delivery. Our carrier will notify you before delivery to set an appointment.

Once the carrier arrives, we ask that you inspect your shipment before signing the delivery receipt. This is to capture any possible damage that the carrier would be liable for. If there is damage found, you can refuse the shipment or accept the damage with the amount recorded on the receipt and collect photos to share with our customer service department for assistance.

Our warehouse is in Miami, FL and all our products ship from this location. We do not have any other warehouses outside of Florida. Transit time can range from 1–7 business days or longer depending on the location. If your order arrives damaged, please collect photos and contact our customer service department within 3 business days from delivery for assistance. If we do not hear from you about the damage it will affect your replacement tile from requiring additional payment.

For larger shipments, we normally apply insurance for better replacement recovery. For timeframe to report damage is WITHIN 15 DAYS from delivery. Failure to report the damage within the timeframe will make the replacement difficult to execute without possible payment.

Long as you follow the instructions, this process will make things easier!

If you have a specific request such as delivery to a certain area or inside delivery, please notify us so we can meet that request. Please note that anything beyond standard shipping coverage is subject to additional charges that cannot be carried out until payment is received.

If your driveway is angled, the carrier may not be able to accommodate since they are usually driving a freight truck with other orders.

Once your order is in transit we will send you the carrier tracking link from our customer service email.

We offer 365-day returns for any orders, but items must remain intact in both material and box condition. Once the material arrives back at our warehouse, staff will review the boxes and confirm they pass inspection. After inspection we initiate the refund back to the card used at the time, minus a 25% restocking fee.

We do not refund for damaged tiles. Shipping charges to return the tiles are the responsibility of the customer. We can assist in making arrangements with a carrier to pick up the return, but payment is required to do so.

Contact our customer service department with your request and provide the following information:

• Full Name
• Address
• Contact information
• Order Number
• How many boxes need to be returned

Yes, you can cancel your order and receive a full refund if the following applies:

• Your order was placed but has not processed for shipping at the warehouse
• Your order has not left the warehouse and is not subject to additional shipping charges for returning back to the warehouse

In the event you cancel while the order is in transit, we will notify our carrier to return the order to the warehouse and apply the refund with the difference of the return fee and 25% restocking fee. Amounts may vary.

You are not required to have an account to place any type of order, but it does help to save carts and create a wishlist while you are shopping. Otherwise, you can checkout as a guest.

As a registered user, you are able to save your carts, look up past orders, and save a wishlist.

We are currently working on a trade account program, but you can still register as a regular customer for the same benefits for your projects. Contact our customer service department for more information on trade benefits for your orders.

You can change your information in your account page including saved billing information and shipping address.

Just click "Forgot password" at the login page and you will receive a reset password link to make the changes.

Contact us at [email protected] for further assistance.