Last Updated: Jun 25th, 2025

We aim to make your delivery process smooth and predictable — whether it’s for a sample kit or a full pallet of porcelain tile. Please review the following terms to understand our shipping structure, delivery timeframes, and your responsibilities as a customer.

📦 Where We Ship

We currently ship to:

• All 48 contiguous U.S. states
• Alaska, Hawaii, and U.S. territories (e.g., Puerto Rico) — upon request (additional charges apply)

• Shipping to Alaska, Hawaii, and U.S. territories (e.g., Puerto Rico) is available **upon request**.Manual approval and additional fees may apply depending on destination. Orders may be declined if shipping conditions are not feasible.
• Standard delivery is curbside only. If you require inside delivery, upstairs drop-off, or scheduled appointments, please contact us in advance. These services may incur additional fees and are subject to carrier availability.
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✈️ We do not currently offer international shipping beyond U.S. territories.

⏱ Delivery Timeframes

Delivery estimates exclude processing time (2–3 business days after payment) and unforeseen delays.

Delivery lead times are estimates and may vary due to customs, port delays, or seasonal volume. Such delays do not constitute valid grounds for cancellation or refund.

For extended lead times (e.g. sea freight orders), we may request explicit confirmation at checkout to avoid misunderstandings.

To avoid delays, over-order fees, or additional shipments, we strongly recommend ordering 10–15% extra material to account for cutting waste, breakage, or layout variations. 

💡 You will receive a tracking link once your shipment leaves the warehouse.

📝 Address Accuracy & Delivery Access

Customers are responsible for ensuring delivery addresses are accurate and complete.

If a shipment is delayed, refused, or returned due to:

• Incorrect or incomplete address
• Recipient unavailability
• Refusal without prior authorization

👉 All associated costs — including original shipping, return freight, redelivery, and restocking fees — will be deducted from any refund.

You must notify us of any site limitations (e.g., forklift access, upstairs delivery, loading dock timing, jobsite constraints) at the time of order. Failure to do so may result in delivery refusal and additional fees.

If your delivery location has restrictions (e.g., gated community, high-rise building, loading dock, ongoing construction), please inform us at checkout or immediately after placing your order.

⛔ Delays, Disruptions & Force Majeure

Delivery delays caused by port congestion, customs clearance, extreme weather, third-party logistics issues, strikes, or natural disasters are considered force majeure and do not qualify for order cancellation, refund, or compensation.

Risk of Loss: Title and risk transfer to the buyer once the order is handed to the shipping carrier. Please inspect all deliveries upon receipt and report any damage within 72 hours.

Such delays do not qualify as grounds for cancellation, refund, or chargeback.

🔄 Order Changes & Cancellations

Changes to your order (e.g., product selection, address update, shipping upgrade) must be requested before dispatch.

We will confirm whether the change is possible and issue a revised invoice if needed. Orders cannot be changed or canceled once shipped. Custom-made or special-order items may not be canceled after production begins.

However, if a custom order is canceled after confirmation but before shipment, a 15% cancellation fee applies to cover initial production costs.

• We will confirm whether the change is possible and issue a revised invoice if needed.
• Orders cannot be changed or canceled once shipped.
• Custom-made or special-order items may not be canceled after production begins.

📦 Missed Delivery or Undeliverable Shipments

If you are not available during delivery and the carrier cannot complete drop-off:

• Storage, redelivery, and liftgate fees may apply, and will be billed to you;
• If delivery fails due to incorrect or incomplete address, customer unavailability, or unauthorized refusal, all resulting costs—including return freight, redelivery, storage, and restocking—will be deducted from any applicable refund.
• If the shipment is returned to sender, original shipping and return freight costs will be deducted from any refund, in addition to applicable restocking fees.

Important: Please inspect all items upon delivery. Installation of any product constitutes full acceptance. Claims related to defects, damage, or misdelivery will not be accepted after installation.

Do not install any product that is visibly damaged, defective, or incorrect. Doing so waives your right to request a return, refund, or replacement.

🔄 Order Changes After Checkout

You may request order changes (e.g. quantity, address, shipping upgrade) before dispatch by contacting our support team. Changes are not guaranteed and may incur additional fees.

Once the shipment has left our warehouse or factory, the order is considered locked and cannot be modified or canceled. Changes requested after dispatch are not guaranteed and, if approved, may incur additional fees such as rerouting, storage, or redelivery costs. 

📌 Special Note for Custom or Made-to-Order Items

Custom-made items follow separate production timelines and cannot be canceled once manufacturing begins. You will receive an estimated lead time at confirmation. However,

if a custom order is canceled after confirmation but before shipment, a 15% cancellation fee applies to cover initial production costs.

Sea freight orders are considered final once dispatched and are not eligible for cancellation or refund.

📷 Tracking & Status Updates

You will receive a shipment notification and tracking link once your order leaves the warehouse or factory.

Factory-direct orders include milestone updates (e.g., port arrival, U.S. entry, last-mile carrier assignment).

You can also track your order at any time via your account dashboard or by emailing support@vividcozytile.com.

Upon delivery, inspect your shipment. All damage or shortage claims must be reported within 72 hours with photo evidence. Late claims may not be accepted.

🛑 We strongly recommend ordering a sample kit before placing large or full-size orders. This helps reduce returns and ensures you’re confident in your selection.

🔒 Additional Terms & Seller Rights

• We reserve the right to update or interpret this policy as needed, in accordance with applicable U.S. laws.
• All refunds, approvals, and exceptions are at the discretion of VividCozyTile.
• This policy is subject to change without prior notice. Latest version always applies.
• Please also ensure that the estimated delivery timeframe suits your project schedule before placing large tile or custom orders, as production and shipping timelines are not valid grounds for cancellation once an order is placed.

These Terms shall be governed by and construed in accordance with the laws of Hong Kong SAR. Notwithstanding the foregoing, nothing in these Terms shall prejudice or limit any mandatory consumer protection rights you may have under the laws of the United States or your state of residence. In the event of any conflict between these Terms and such mandatory consumer protection laws, the latter shall prevail to the extent required by law.

📫 Need Help?

If you’re unsure whether your product qualifies for return, or you’d like assistance with initiating a request with our Contact Us Page or,

📧 Email: support@vividcozytile.com

📄 Submit a Request: Return Authorization Form

We’re here to help ensure your experience is stress-free and transparent.