Refund Policy
MosaicMosaic.Com guarantees that all of our products are free of manufacturing defects and will replace any products found to be otherwise.
If you are not satisfied with your order for any reason please contact us within 10 days of receiving your order. Refunds for products can be given for the purchase price of the actual products but not for shipping charges incurred by the customer.
Larger orders of over 10 sheets of tile and/or $300.00 are subject to a 50% restocking fee. Please call us within 10 days of receiving your order for refund/return approval before sending your product back. If you do not contact us within 10 days of receiving your order MosaicMosaic.Com reserves the right not to accept the returned items. Please keep in mind that all product must be in perfect resalable condition when we receive it in order for MosaicMosaic.Com to issue your refund.
SPECIAL NOTE: Custom Design Like sheet blends, tile sample boards, tile sample swatches or custom House Numbers Plaques & Signs are non-returnable and non-refundable.
Defective or Damaged Hardware:
If a product is defective or damaged you must notify us within 3 business days, we will ship another at our own expense upon return of the defective item's. Prior to shipping back any product we must be contacted either by E-mail at info@MosaicMosaic.Com or by phone at 954-583-4299 to obtain a Return Goods Authorization Number, RGA Number.
Please do not ship anything back without prior authorization. All returns must have an RGA Number clearly marked on the package. No credit will be issued without this number.
Free Shipping:
Free shipping, when available, applies only to customers who live in the contiguous United States. Unfortunately we cannot offer free shipping to our customers in Alaska, Hawaii, the U.S. Virgin Islands, Puerto Rico, etc. If you place an order we will contact you with the additional charges before shipping your order.
Shipping
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
Damage during shipment is very rare. However, in the event you do receive damaged material it will be replaced if you follow these instructions:
When the shipment arrives, check for damaged boxes, underlayment, molding, etc. If there is any damaged material you MUST accept all of the material and note the damage on the driver's Proof of Delivery. Only damaged material noted on the driver's paperwork can be replaced. The customer must personally notate the amount of damaged/missing materials. Damage must be reported to MosaicMosaic.com within 10 days or replacements cannot be sent out. Refunds will not be given for damaged or missing items even when notated.
When inspecting the delivery do not notate “Subject to inspection”. If this is written on the delivery receipt, the freight company will not cover the cost for the damaged product and MosaicMosaic.Com is not responsible for material not covered for this reason.
Do not refuse delivery of damaged material. Accept the damaged material, note it on the driver's paperwork as described above, save the material and contact MosaicMosaic.Com as soon as possible. If able to do so, please take pictures of the damage and send them in to info@MosaicMsaic.Com along with the name on the order and/or the order number. The freight company may want to inspect or pick-up the damaged material. If you refuse delivery of any items you will be responsible for all shipping charges and restock fees.
During delivery you may notice a carton where the box is torn or ripped. In most cases the flooring itself isn't damaged. If you do receive a box with a couple of damaged pieces the best thing to do is use the damaged pieces for cuts.
Tile & Stone Shipments
Tile and stone products are fragile, and it is normal to have some broken pieces during transit. You may receive up to 5% broken pieces. Please figure this potential breakage into your waste calculation.