Shipping Policy
Last updated: May 15, 2026
We want your tile to arrive quickly, safely, and exactly as you expect. This Shipping Policy explains how we process, ship, and deliver orders placed on shopmosaictile.com.
Processing Time
All orders ship within 3 business days of payment confirmation. Business days are Monday through Friday, excluding U.S. federal holidays. Orders placed after 1:00 PM PT or on weekends and holidays begin processing the next business day.
During peak periods (holidays, large promotional sales) or for unusually large orders, processing may take an additional 1–2 business days. We’ll notify you by email if your order is affected.
Shipping Methods & Carriers
We ship via FedEx, UPS, and freight carriers depending on order size and destination:
- Small parcels and samples: FedEx Ground or UPS Ground
- Larger orders (typically 10+ sq ft): Palletized freight shipments via a regional LTL carrier
- Samples: Always shipped via the fastest economical parcel service
The shipping method is selected automatically based on order weight, dimensions, and destination at checkout.
Delivery Times
Once your order ships, transit time depends on destination and shipping method:
- West Coast (CA, OR, WA, NV, AZ): 2–4 business days
- Mountain & Central US: 3–6 business days
- East Coast: 5–8 business days
- Freight shipments: Add 1–3 business days for carrier scheduling and final delivery appointment
Delivery times are estimates provided by the carrier and are not guaranteed. Weather, carrier delays, and other circumstances outside our control may affect actual delivery dates.
Free Shipping
We offer free standard shipping on all orders within the contiguous United States.
Free shipping applies to standard ground service only. Expedited shipping, freight services, and oversized shipments are not eligible for the free shipping promotion. Free shipping is not available to Alaska, Hawaii, U.S. territories, or international destinations.
Sample Shipping
All sample orders ship with free shipping nationwide via the fastest economical parcel service. Samples typically arrive within 3–5 business days of order placement.
Tracking Your Order
Once your order ships, you’ll receive a confirmation email with tracking information. You can also view tracking by logging into your account and visiting your order history.
Freight shipments are tracked at the pallet level. The carrier will contact you directly to schedule a delivery appointment for larger orders requiring lift gate or limited-access delivery.
Shipping Areas
We currently ship to all 50 U.S. states plus the District of Columbia. We do not currently ship internationally.
Freight Delivery (Pallet Shipments)
Larger orders are shipped as palletized freight. Please note the following for freight deliveries:
- Curbside delivery is standard. The carrier will deliver to the curb of your property. Inside delivery is not included.
- Lift gate service: If you do not have a forklift or loading dock, a lift gate is required to lower the pallet from the truck. Lift gate service may be available at an additional charge — please contact us before ordering if you need this.
- Appointment scheduling: The freight carrier will call to schedule a delivery window. Someone must be present to receive and inspect the shipment.
- Limited-access locations (residential, rural, restricted commercial) may incur additional fees, which the customer is responsible for.
Inspection & Damage Claims
Inspect all shipments immediately upon delivery. Tile is fragile, and even with our careful packaging, occasional damage can occur in transit. Damage claims must be filed promptly to be honored.
For parcel shipments: Open and inspect all boxes within 48 hours of delivery. Photograph any damage to product or packaging. Email us at info@shopmosaictile.com within 48 hours with your order number and photos.
For freight shipments: Inspect the pallet before signing the carrier’s delivery receipt. Note any visible damage (torn shrink wrap, crushed corners, broken tile) on the delivery receipt before signing. If damage is significant, refuse the shipment and contact us immediately. Failure to note damage at delivery may prevent us from filing a freight claim on your behalf.
We’ll work with the carrier and replace damaged product at no cost to you when damage is properly documented.
Lost or Stolen Packages
If tracking shows your package as delivered but you have not received it, please first check with neighbors, building management, and any safe locations near your delivery address. If the package cannot be located, contact us within 7 days of the marked delivery date so we can open a trace with the carrier.
Address Accuracy & Refused Deliveries
You are responsible for providing an accurate and complete shipping address. We are not liable for delays, additional charges, or lost shipments caused by incorrect addresses.
Refused deliveries (without prior approval), undeliverable shipments, or shipments returned due to address errors will be subject to all original shipping costs, return shipping costs, and a restocking fee deducted from any refund.
Order Changes & Cancellations
If you need to change or cancel an order, contact us as soon as possible at info@shopmosaictile.com or (760) 484-3782. We process orders quickly, so we cannot guarantee changes once an order has entered fulfillment. Orders that have already shipped cannot be cancelled and will be subject to our Return Policy.
Lot Variation
Natural stone, ceramic, porcelain, and glass tile vary in color, veining, and finish from lot to lot. Order all the tile for your project in a single order to ensure consistent lot matching. We cannot guarantee that re-orders or follow-up orders will match the lot of your original shipment.
We also recommend ordering 10–15% more than your measured square footage to account for cuts, waste, breakage, and future repairs.
Contact
Questions about shipping or a specific order?
GP Food Distribution LLC
d/b/a Shop Mosaic Tile
110 E Olive Dr
San Ysidro, CA 92173
Email: info@shopmosaictile.com
Phone: (760) 484-3782
Hours: Monday–Friday, 9:00 AM – 5:00 PM PT