Customer Support

Tile Ordering FAQs:

Everything You Need to Know

Before placing your tile order, we want to make sure you feel fully informed and confident. Whether you’re a homeowner or a contractor, this page covers it all—from how to request samples, place a full-size order, and check shipping times, to what to do if an item arrives damaged.

Use the quick links below to jump to the FAQ section that fits your need:
• 🛒 Placing an Order
• 🚚 Tracking & Modifications
• 📦 Order Issues & Replacements

Still have questions? Our team is here to help, and this order FAQ hub is the best place to start.

Placing an Order FAQs

How do I place an order on your website?

 

Browse the Shop, choose a product, and click Add to Cart. When you’re ready, open your Cart, then follow checkout to enter shipping details and pay (major cards and PayPal accepted). You can also create an account to view order history and status anytime via My Account. For timelines and coverage, see our Shipping Policy.

 

Can I place an order without creating an account?

Yes — guest checkout is supported. We still recommend creating an account for faster support and tracking via My Account.

Can I change the quantity or product before checkout?

Yes — you can update quantities or remove items on your Cart page before payment. After checkout, changes must be requested before dispatch; orders can’t be changed once shipped.

Can I place a sample-only order?

 

Yes — you can order sample kits without buying full-size items. Samples typically ship within 0–10 business days, and up to $20 of your sample purchase can be credited toward a qualifying full order within 30 days (see Sample Credit FAQs).

Order Tracking & Modifications

How do I track my order?

 

You’ll receive a tracking link by email once your order ships. You can also check status anytime via your My Account dashboard. For factory-direct orders, milestone updates (e.g., port arrival, U.S. entry, last-mile assignment) are included.

Can I change my delivery address after ordering?

 

Please contact us within 24 hours of placing your order. If the order hasn’t shipped, we’ll do our best to update the address. After dispatch, carrier reconsignment or rerouting may be possible but can incur extra fees and delays. For timelines and coverage, see our Shipping Policy.

Can I update the items in my order after checkout?

 

If your order hasn’t been packed or shipped, we may be able to change quantities or swap items after you email us for confirmation via Contact Us. After dispatch, changes aren’t possible. Please review our terms in the Terms & Conditions.

What if I need to delay or schedule delivery?

We understand timing matters. Tell us your preferred window at checkout or email us afterward. We can hold before dispatch or coordinate a future delivery date when available. Extended holds or special scheduling may involve storage/carrier fees. For options, see our Shipping Policy or contact us.

How will I know when my order has shipped?

You’ll receive a shipment email with your tracking link once your order leaves the warehouse. You can also check status from your account dashboard. For more on timelines and methods, review our Shipping Policy.

Can I modify or cancel my order before it ships?

Standard items: You may request changes or a cancellation before dispatch; material changes (product swaps, address changes, expedite requests) may incur fees once processing begins. After shipping, changes/cancellations aren’t possible.

Custom / made-to-order: After written confirmation but before shipment, a 15% cancellation fee applies. Once production or export logistics start, changes may be limited. Please review our Terms Summary and full Terms & Conditions, and reach us via Contact Us.

Order Issues FAQs

What should I do if my items arrived damaged?

Please report within 72 hours of delivery with clear photos of the packaging (inside & outside), shipping label, and affected items. Do not install damaged materials—installation = acceptance. Start an RMA or reach us via Contact Us; include your order number and photos. Once approved, we’ll provide a prepaid return label, waive restocking, and arrange a replacement, store credit, or refund per stock and inspection. Keep all packaging until the claim is resolved. Review details in our Returns & Refunds Policy.

What if part of my order is missing?

If anything is missing, notify us within 72 hours of delivery and attach photos of the packaging and contents. We’ll verify the shipment and, if confirmed, ship the missing items at no cost or otherwise resolve the issue. Start via Contact Us or submit an RMA.

I received the wrong item — what now?

Sorry about that! Please report within 72 hours with photos of what you received and your shipping label. Do not install. Once approved, we’ll issue a prepaid return label, waive restocking, and send the correct item or process a refund. Begin on the RMA page or contact us; see our policy for details.

How long do I have to report an issue with my order?

All shipping-related issues (damage, shortage, or misdelivery) must be reported within 72 hours of delivery. Late claims may be denied. Please inspect your shipment upon arrival, note any visible issues on the delivery receipt when possible, and contact us right away. More info: Shipping Policy and Terms & Conditions.

Do you offer replacements or refunds for damaged items?

 

Yes — if damage is reported within 72 hours of delivery and confirmed, we’ll arrange a replacement, store credit, or refund depending on availability and your preference. Please do not install damaged materials. Start an RMA request and include clear photos of the packaging (inside & outside), shipping label, and affected items, or contact us. Standard restocking fees are waived and a prepaid label is provided for approved claims. See our Returns & Refunds Policy.

How many broken pieces are acceptable per order?

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<p>With palletized tile, a small amount of transit breakage can occur. We recommend ordering <strong>5–10% extra</strong> to cover installation cuts and minor damage. If breakage is <strong>more than a typical tolerance</strong> or affects usability, report it within <strong>72 hours</strong> and we’ll make it right. Begin on the <a href="https://vividcozytile.com/return-request-rma/" target="_blank" rel="noopener">RMA page</a> or <a href="https://vividcozytile.com/contact-us" target="_blank" rel="noopener">contact us</a>.</p>
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What if the tile color or batch is inconsistent?

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<p>Minor <em>dye-lot</em> variations can occur between production runs. We <strong>ship from a single batch when possible</strong> to promote consistency. If you notice a noticeable difference on arrival, <strong>do not install</strong>; report it within <strong>72 hours</strong> and we’ll investigate and resolve (e.g., batch-matched replacements or other options). Learn more about natural variation here: <a href="https://vividcozytile.com/customer-support-faqs/color-variations/" target="_blank" rel="noopener">Color Variations</a>. Need help? <a href="https://vividcozytile.com/contact-us" target="_blank" rel="noopener">Contact us</a> or file an <a href="https://vividcozytile.com/return-request-rma/" target="_blank" rel="noopener">RMA</a>.</p>
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Can I receive extra tiles if my order came up short?

Yes — if your order is short due to packing/handling error, report it within 72 hours of delivery with photos. Once verified, we’ll ship the missing pieces at no cost to you. Start via Contact Us or submit an RMA.

Can I reject the delivery if the box looks damaged?

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<p>Yes — if a shipment arrives with <strong>visible box damage</strong>, you may refuse delivery. Please <strong>photograph the outer/inner packaging and label</strong>, note the issue with the driver if possible, and <a href="https://vividcozytile.com/contact-us" target="_blank" rel="noopener">notify us</a> immediately. We’ll file a carrier claim and arrange a <strong>replacement or refund</strong> once confirmed. You can also open an <a href="https://vividcozytile.com/return-request-rma/" target="_blank" rel="noopener">RMA</a> so we can track the case.</p>
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What if I discover damage after I already accepted the delivery?

Please inspect your order promptly. If damage is found, report within 72 hours of delivery with clear photos of the packaging (inside & outside), the shipping label, and the affected items. Do not install damaged materials. Start an RMA or contact us; we’ll arrange a replacement, store credit, or refund after review.

Can I change the shipping details after my order has shipped? title. Click here to edit

 

Possibly. Post-dispatch changes (e.g., address corrections, appointment windows, liftgate requests) depend on the carrier and may incur reconsignment/redelivery fees or delays. Contact us right away so we can check options. See timelines in our Shipping Policy.

Can I refuse the delivery if I changed my mind?

Please don’t refuse a shipment without approval. Unapproved refusals are treated as unauthorized returns and may incur return freight and a 35% restocking fee. If you need to cancel or return, reach out via Contact Us or submit an RMA so we can advise the safest, lowest-cost option.

What if I find a defect after installing the tiles?

 

Installed or altered materials are considered accepted and aren’t eligible for return. Always dry-fit and inspect before installation. If a defect is suspected on arrival, stop work and open an RMA or contact us within the reporting window.

What if my delivery is delayed or lost in transit?

Weather, customs, and carrier operations can cause delays. If tracking shows no movement for a reasonable period or you suspect the shipment is lost, please contact us. We’ll open a trace with the carrier and keep you updated; if confirmed lost, we’ll reship or refund per your preference. For timelines and coverage, see our Shipping Policy.