Q. How are items shipped ?
A. For DOMESTIC shipping MosaicTileUSA.com ships on an insured basis via UPS, UPS Freight or via common carrier. The shopper selects the method of shipping in Step 2 of the checkout process. Based on the fluctuating fuel surcharges your shipping quote may not be accurate or Freight Shipping may be required if too heavy for UPS or Fedex. You will be contacted with the actual charges.
Q. How are items shipped Internationally ?
For Larger Orders please email or call for a quote
Q. What shipping methods are available, what are the charges?
A. For DOMESTIC shipping the shipping methods available are UPS Ground and various express methods if requested (not available for all orders). Most orders are shipped from Scottsdale, AZ. Depending on destination, UPS Ground transit time will generally be 7 business days or less. UPS Select will be 3 business days. Please allow an additional 24+ hours for processing for all orders including express orders. Shoppers should contact us via email at support@MosaicTileUSA.com.
On all orders shipped outside the contiguous states there will be additional freight charges. Any Free Shipping offers are valid for shipping within the 48 contiguous US states only and does not apply to Hawaii, Alaska, Puerto Rico or any International destinations. Some items do not qualify for free shipping. Shoppers will be notified via email. Shipping charges are determined at the time of order based on the total order weight and destination.
Q. Are there any delays in shipping?
A. Shipping Lead Time - Orders will generally be processed within 1 to 3 business days for in-stock items (not including shipping transit time). Items that are back ordered can add typically 1-2 weeks additional delay. If an item is unavailable the expected time to fulfill back orders is emailed to customers. Please give ample time before scheduling your installer.
Q. Where do I specify my shipping address?
A. In Step 1 of the checkout process you will have the opportunity to enter a billing address and optionally a separate shipping address.
Q. Can I change a shipping address?
A. For any questions or changes about the delivery of your order please contact us. You may email or call our Customer Service department at (877) 321-2080.
Q. Should I contact you or the carrier with questions about my delivery?
A. If you have general questions about the delivery of your order please contact us. You may email or call our Customer Service department at (877) 321-2080.
Q. What do I do if the package looks damaged?
A. Inspect the package for damage before signing for the delivery. If the package is damaged but the merchandise looks unaffected, note the package is damaged on all delivery receipts before signing. If the package is damaged, refuse delivery and call our Customer Service department at (877) 321-2080.
Q. What if I discover the delivered item is damaged after the driver has left?
A. Call our Customer Service department at (877) 321-2080. Please take clear pictures of the packaging and the damage and email to firstname.lastname@example.org. For International orders: Please be sure to OPT-IN for Insurance on your order. We will have no ability to establish and file a claim and no recourse for settling a claim, or replace any damaged goods, if you do not purchase insurance at checkout.
Once a claim has been established we will arrange to ship a replacement as well as make a determination regarding the return of the damaged item. You should retain all packing material until you are completely satisfied with the condition of your delivered item. Please note it is expected to find a minute amount of chipped and/or cracked tiles within any given sheet of glass mosaic. It is advised to order extra so that you have replacement chips (tiles).