FAQ (Frequently Asked Questions)

Why buy from us?

We are factory owned directed importer and wholesaler. We also are a multi-channel online retailer, selling products on channels such as Amazon and Ebay. Our products are selected from highly reliable manufacturers, and our price is fairly competitive. At the same time, we also keep our inventory decent. A 100% customer satisfaction is our motto. We strive to exercise such a motto to satisfy every customer we serve.  

 

How much for the shipping charge?

The shipping is free for any orders. 

 

How long does it take for my order to arrive?

In normal circumstance, we will ship out your order next business day via UPS ground. Our warehouse locates in Houston, Texas. Depending on how far you are away from us, it normally take 3 to 5 business days to arrive. If you are rushing to get your order, please call us before you place an order. We will be able to customized your shipping options. 

 

Is your online transaction safe?

Yes. To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed. If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

 

Could I return my order if I am not satisfied?

If you’re looking to return or exchange your order for whatever reason, we're here to help! We offer free returns or exchanges within 30 days (Starting from the date you receive your order) of purchase. You can return your product for store credit, a different product, or a refund to the original payment method.

Please note the following exceptions to our return and refund policy:

• Sample swatch orders are not refundable.
• Discounted and special order items are final and cannot be returned or exchanged.
• Returned items must be returned in original product packaging.
  
• We will not accept returns if the product was altered, cut, segment, etc. We will not accept returns also if the product was installed and its surfaces are peeled off.

To initiate a return or exchange, please complete the following steps:

1. Login to our website using your login name and password.
2. Find your order number.
3. Email us your order number, briefly describe if you would like to return or exchange your order.
4. We will email you return shipping label(s).
5. Send all items back to us using the label(s) provided. Marble and glass mosaic tile products are heavy and fragile, please add more cushions to protect the products since some air pillows, air blankets, and cushions might be damaged during transit.

Additional Information:

• Once returned item received, we will process your refund immediately. It takes 2-3 business days to receive you refund, and 5-7 business days to receive your exchanged item.
• Free refund, we will NOT charge return shipping cost.
• We will NOT charge any restocking fee.
• We cannot refund if the order was lost or damaged during return transit. However, we will assist you to file claim with the carrier to recover your loss.
• Should you have more questions, please contact us via email info@mosaicwarehouse.com or call us at (281) 962-1049.