Damage Policy

iTile Mosaic takes great pride and care in packing and shipping all of our orders. We ship all over the country, from east coast to west, and every point in between.

Many of the products that we ship are fragile by nature, so on occasion, damages can occur. We consider damage up to 5% acceptable; however, if you encounter more than this, please follow the guidelines outlined below by calling or emailing us. Should the damages exceed 5% of the order, we will ship out replacements at no additional cost to you.

 
HOW DO I REPORT A DAMAGED SHIPMENT/ORDER?

1.    ACCEPT the shipment.

 2.    SIGN the drivers’ receipt AND CLEARLY WRITE “accepted but DAMAGED” on the drivers’ or POD receipt (please take a picture).

 3.    Provide us with the following documents:

• POD (Proof of Delivery) Receipt — this is the document you signed and then wrote “Accepted but DAMAGED”
• Clear pictures of the DAMAGED tiles
• Number of pieces DAMAGED
• Send all of the above to: customerservice@itilemosaic.com

 4.    iTile Mosaic will ship your replacement tile immediately should damage exceed the 5% requirement.

 
*Please note that you may receive some chipped tiles. They are not a complete loss as they may be cut and installed where cut pieces are needed within your project.