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Customer Safety & Order Protection Policies
Worried about protection or safety when ordering tiles online? Our protection safety FAQ is built to address your most common protection safety concerns—from ordering samples before committing, to what happens if you change your mind after purchase. Whether you’re unsure about style, delivery, or installation, this protection safety guide helps you shop with confidence.
At VividCozy, protection safety isn’t just a policy—it’s a promise. We prioritize your protection safety from start to finish: encrypted payments, secure file uploads, design confidentiality, and clear support if things don’t go as planned. Every part of our protection safety policy is built to protect your order, your investment, and your peace of mind.
No worries — our free design help can guide you. Upload a room photo and your style goals via our Design Consultation. You can also preview options in your own space with our AR Visualizer, then order samples to confirm color and texture in real light.
Yes — we highly recommend starting with a sample kit. Samples typically arrive within 0–10 business days (processing included). This helps you validate color, texture, and finish before committing to full quantities.
If your order hasn’t shipped, email us to request a change or cancellation — approval and any related fees depend on status. After shipment, eligible items may be returned under our policy: initiate within 30 days, ship back within 7 days of RMA, and ensure arrival within 60 days of delivery (max 75 days incl. transit). Standard returns incur a 35% restocking fee and return shipping. Custom/made-to-order items have stricter rules (e.g., 15% cancellation fee after confirmation but before shipment).
We get it — that’s why we offer samples, an AR Visualizer to preview in your room, and free design help to reduce guesswork.
Absolutely. Reach us via the Contact Us form or request a Design Consultation. Our team typically replies within about a business day; include your room photo and goals for the fastest guidance.
Happens all the time. Order a few samples and ask our designers for side-by-side comparisons via the Design Consultation. You can also use the AR Visualizer to preview each option in the same room photo.
Installation equals acceptance — once installed or cut, items aren’t eligible for return or refund. Please try samples and the AR tool first, and inspect all materials before installation. If you see an issue on arrival, don’t install; report it promptly.
