# Order FAQs

- Link: https://vividcozytile.com/customer-support-faqs/order-faqs/
- Published: 2025-06-14T00:54:48-07:00
- Author: VividCozyTile

## Customer Support

[Home](https://vividcozytile.com/)/[VividCozy FAQs](https://vividcozytile.com/customer-support-faqs/)/
Order FAQs

 * [How-To Guides](https://vividcozytile.com/how-to-installation-care/)
 * [VividCozy FAQs](https://vividcozytile.com/customer-support-faqs/)
 * [Buying Guide](https://vividcozytile.com/customer-support-faqs/buying-guide-faq/)
    - [Flooring Category Guide: Wood Look Porcelain Tile, SPC Flooring, Vinyl Plank, and Peel and Stick Vinyl](https://vividcozytile.com/customer-support-faqs/category-general-guide/)
    - [Compare and Choose Flooring: SPC vs LVT vs Porcelain Tile vs Peel and Stick Vinyl](https://vividcozytile.com/customer-support-faqs/compare-choose/)
    - [Flooring Materials and Durability FAQ: Porcelain Tile, SPC Flooring, Vinyl, and Peel and Stick](https://vividcozytile.com/customer-support-faqs/materials-durability/)
    - [Layout & Waste](https://vividcozytile.com/customer-support-faqs/layout-waste/)
    - [Flooring Application Scenarios: Bathrooms, Rentals, Kitchens, Pets, Offices, and DIY Projects](https://vividcozytile.com/customer-support-faqs/application-scenarios/)
 * [Before You Buy: Flooring Decision Guide for Porcelain Tile, SPC, Vinyl Plank, and Peel and Stick Vinyl](https://vividcozytile.com/customer-support-faqs/before-you-buy/)
    - [Account Use](https://vividcozytile.com/customer-support-faqs/account-use-faqs/)
    - [Flooring Color Variations FAQ: Wood Look Tile, SPC, Vinyl Plank, and Peel and Stick Samples](https://vividcozytile.com/customer-support-faqs/color-variations/)
    - [Protection and Safety](https://vividcozytile.com/customer-support-faqs/protection-safety/)
 * [Ordering & Delivery](https://vividcozytile.com/customer-support-faqs/ordering-and-delivery/)
    - [Order FAQs](https://vividcozytile.com/customer-support-faqs/order-faqs/)
    - [Shipping & Delivery](https://vividcozytile.com/customer-support-faqs/shipping-delivery/)
    - [Returns & Refunds](https://vividcozytile.com/customer-support-faqs/returns-refunds-faqs/)
    - [Payment & Billing](https://vividcozytile.com/customer-support-faqs/payment-and-billing/)
 * [Installation and Maintenance FAQs for Porcelain Tile, SPC Flooring, Vinyl, and Peel and Stick Floors](https://vividcozytile.com/customer-support-faqs/installation-maintenance-faqs/)
 * [Pricing & Services](https://vividcozytile.com/customer-support-faqs/pricing-and-services/)
    - [Pricing Policy](https://vividcozytile.com/customer-support-faqs/pricing-policy/)
    - [Sample Credit Policy](https://vividcozytile.com/customer-support-faqs/sample-credit-policy/)
    - [Custom Tile Reques](https://vividcozytile.com/customer-support-faqs/custom-tile-request-faqs/)
    - [Design Service FAQs for Flooring: Samples, Color, Layout, and Material Selection](https://vividcozytile.com/customer-support-faqs/design-service-faqs/)
 * [Support & Contact FAQs](https://vividcozytile.com/customer-support-faqs/support-contact-faqs/)
    - [Contact Us](https://vividcozytile.com/contact-us/)
    - [About Us](https://vividcozytile.com/about-us/)
 * [Terms and Conditions](https://vividcozytile.com/terms-summary/terms-and-conditions/)
 * [Shipping Policy](https://vividcozytile.com/shipping-and-order-fulfillment-policy/)
 * [Returns & Refunds Policy](https://vividcozytile.com/returns-and-refunds-policy/)
    - [Return Request Form (RMA)](https://vividcozytile.com/return-request-rma/)
 * [Privacy Policy](https://vividcozytile.com/terms-summary/privacy-policy/)
 * [Terms Summary](https://vividcozytile.com/terms-summary/)
 * [Cookie Policy – Opt-out preference](https://vividcozytile.com/opt-out-preferences/)

 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](https://vividcozytile.com/customer-support-faqs/order-faqs/#placing-order)**•
🚚 **[Tracking & Modifications](https://vividcozytile.com/customer-support-faqs/order-faqs/#order-tracking)**•
📦 **[Order Issues & Replacements](https://vividcozytile.com/customer-support-faqs/order-faqs/#order-issue)**

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](https://vividcozytile.com/shop/), choose a product, and click 
_Add to Cart_. When you’re ready, open your [Cart](https://vividcozytile.com/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](https://vividcozytile.com/my-account/).
For timelines and coverage, see our [Shipping Policy](https://vividcozytile.com/shipping-and-order-fulfillment-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](https://vividcozytile.com/my-account/).

  Can I change the quantity or product before checkout?

Yes — you can update quantities or remove items on your [Cart](https://vividcozytile.com/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](https://vividcozytile.com/request-sample/) 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](https://vividcozytile.com/customer-support-faqs/sample-credit-policy/)).

  Do you have a minimum order amount?

**Samples:** no minimum — order freely. **Full-size products:** many items are sold
by the full box (see each product page). **Custom/Made-to-Order:** some projects
have minimums (e.g., typical custom MOQ ≈ _100 sq.ft._). If you’re unsure, [contact us](https://vividcozytile.com/contact-us).

## 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](https://vividcozytile.com/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](https://vividcozytile.com/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](https://vividcozytile.com/shipping-and-order-fulfillment-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](https://vividcozytile.com/contact-us).
After dispatch, changes aren’t possible. Please review our terms in the [Terms & Conditions](https://vividcozytile.com/terms-summary/terms-and-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](https://vividcozytile.com/shipping-and-order-fulfillment-policy/)
or [contact us](https://vividcozytile.com/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](https://vividcozytile.com/shipping-and-order-fulfillment-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](https://vividcozytile.com/terms-summary/)
and full [Terms & Conditions](https://vividcozytile.com/terms-summary/terms-and-conditions/),
and reach us via [Contact Us](https://vividcozytile.com/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](https://vividcozytile.com/return-request-rma/)
or reach us via [Contact Us](https://vividcozytile.com/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](https://vividcozytile.com/returns-and-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](https://vividcozytile.com/contact-us)
or submit an [RMA](https://vividcozytile.com/return-request-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](https://vividcozytile.com/return-request-rma/) or [contact us](https://vividcozytile.com/contact-us);
see our [policy](https://vividcozytile.com/returns-and-refunds-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](https://vividcozytile.com/contact-us) right away. More info: [Shipping Policy](https://vividcozytile.com/shipping-and-order-fulfillment-policy/)
and [Terms & Conditions](https://vividcozytile.com/terms-summary/terms-and-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](https://vividcozytile.com/return-request-rma/)
and include clear photos of the packaging (inside & outside), shipping label, and
affected items, or [contact us](https://vividcozytile.com/contact-us). Standard 
restocking fees are **waived** and a **prepaid label** is provided for approved 
claims. See our [Returns & Refunds Policy](https://vividcozytile.com/returns-and-refunds-policy/).

  How many broken pieces are acceptable per order?

<html>
<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></html>

  What if the tile color or batch is inconsistent?

<html>
<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></html>

  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](https://vividcozytile.com/contact-us) or
submit an [RMA](https://vividcozytile.com/return-request-rma/).

  Can I reject the delivery if the box looks damaged?

<html>
<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></html
>

  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](https://vividcozytile.com/return-request-rma/)
or [contact us](https://vividcozytile.com/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](https://vividcozytile.com/contact-us) right away 
so we can check options. See timelines in our [Shipping Policy](https://vividcozytile.com/shipping-and-order-fulfillment-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](https://vividcozytile.com/contact-us)
or submit an [RMA](https://vividcozytile.com/return-request-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](https://vividcozytile.com/return-request-rma/)
or [contact us](https://vividcozytile.com/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](https://vividcozytile.com/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](https://vividcozytile.com/shipping-and-order-fulfillment-policy/).