Shipping Policy

Shipping & Delivery

iTileMosaic proudly ships to customers throughout the United States. We offer complimentary FREE SHIPPING* on orders within the Continental US. For orders to Alaska and Hawaii, US Protectorates, or APO/FPO, please contact us at [email protected] for a shipping quote. Depending on the size and weight of your order, our integrated technology determines which method of shipment will be used. Items can be delivered to residential or commercial addresses. IF a ferry is needed to ship your order, we will apply a shipping charge. Smaller packages are shipped using either USPS or FedEx Ground Insured Shippping Services. Larger packages are shipped using a highly reliable, bonded freight company (e.g. EDI Express, R&L Carriers, Target Express, etc).

Immediately after placing ANY order, please email us at: [email protected] and provide the following information:

• Buyer's full name
• Contact Information (most up to date as this number will be used to call for any delivery inquiries. Failure to have the correct information will impact the delivery of your order)
• Order Confirmation Number
• Shipping address (please indicate either RESIDENTIAL or COMMERCIAL/BUSINESS shipping address).

For help with any order, you can also reach us at: [email protected]

For RESIDENTIAL deliveries, lift gate services WILL be provided

For COMMERCIAL/BUSINESS deliveries, a loading/unloading dock will be NEEDED at the receiving end and the materials will need to be offloaded with the help of unloading equipment (e.g. a forklift or a pallet jack).

Form of Payment

We accept PayPal or Credit Card (VISA, MASterCard, and AMEX). We also accept electronic check. These orders will be shipped out within 3 business days after the payment is cleared with the bank.

Delivery

Once your order ships out of our fulfillment center, you will receive an email with the tracking information.

Current Estimated Delivery Time

All orders ship out 1-2 business days after they are placed and sent to our warehouse to process for shipping. Once complete and the carrier picks up your order, transit time can differ based on shipping location provided where it can be 1-5 business days or more.

Samples

Samples are small swatches of the products. Although the sample is a good representation of the actual material, variations within the colors and patterns is normal especially within the natural stone products. iTile Mosaic offers samples which ship via USPS or FedEx. Please allow 1-2 business days for processing and 1-5 business days for delivery. iTileMosaic DOES NOT accept returns on samples.

Return and Refunds

All orders are inspected prior to shipment. If a product is received damaged or missing, please contact us immediately. It is expected that up to 8% of the tiles received may have incurred some sort of breakage, such as chipped edges. The damaged tiles can be used for the cuts you will need to make within your project. If breakage is above 8%, we would ask you to have it noted on the logistics receiving document and take pictures.

If you believe that you received an incorrect order, please take pictures and contact us within 3 days of the delivery with the pictures. If we conclude that it was our mistake, we will contact you to discuss the best way to resolve the issue. We can either replace the order or refund you for the full amount of your order. In either case, you will not incur any additional shipping costs, and we will arrange for the pick up of the wrong product. If we conclude that the product you received IS the product you ordered, we can help you to process a regular return of your order. To minimize these issues we strongly encourage you to order a SAMPLE before placing a larger order. (Please refer to our sample section for more information on this process).

Any special order and custom-made item product must be inspected prior to installation. Installation of the product means its acceptance. Please note that iTileMosaic does not accept any returns or claims once the product has been installed. Damages occurring during the installation process are not considered defects and are not subject to refund or replacement.

For any futher questions regarding products, order delivery, etc, please contact iTileMosaics customer service at [email protected].