Effective date: November 6, 2026
Last updated: November 6, 2026
Every Mosaic Matters piece is made with care, and we want you to feel confident ordering from us. This policy explains our production timelines, shipping process, and how we handle cancellations, returns, damage, and other order concerns.
For assistance, contact hello@shopmosaicmatters.com.
1. Where We Ship
We currently ship to addresses in the United States only.
Available destinations, shipping methods, costs, and estimated transit times will be shown at checkout or confirmed in your custom quote. If your destination is not available at checkout, contact us before placing your order.
2. Production Time
Approximately 3–5 weeks for production after payment and any required design approval. Shipping time is additional.
Production time is the time needed to prepare, assemble, finish, and check your piece. It is separate from shipping transit time.
Production begins once we have received payment and all required order details, and any required design approval has been completed. The exact start point will be stated in the product listing or order confirmation.
Custom commissions, unusual dimensions, special materials, or complex designs may require additional time. We will provide an estimate in the custom quote.
If we cannot ship within the time promised, we will notify you and provide the revised timing and cancellation or refund options required by applicable law.
3. Shipping Costs and Delivery Estimates
Shipping charges and available methods will be shown at checkout or included in your custom quote.
Carrier transit times are estimates and may be affected by weather, holidays, customs processing, service interruptions, or other circumstances beyond our control.
Where available, tracking information will be sent to the email address associated with your order once the shipment has been dispatched.
A shipment notification does not guarantee delivery on a particular date unless we have expressly confirmed a delivery guarantee.
4. Packaging and Handling
Mosaic pieces may contain ceramic or glass tiles, grout, and rigid backing materials. We take reasonable care to package orders for transport.
Please inspect your package and product promptly after delivery. If the item arrives damaged, contact us as soon as reasonably possible and provide photographs of:
The outer packaging and shipping label.
Any visible damage to the packaging.
The damaged product, including close-ups of affected areas.
Please keep the packaging until the issue has been reviewed, as the carrier may require it for a claim.
5. International Shipping
International shipping is not currently available.
6. Changes and Cancellations
If you need to change or cancel an order, contact us as soon as possible at hello@shopmosaicmatters.com.
We will review the request based on the order’s production stage, materials already committed, design work completed, and applicable law.
We may be able to accommodate a full refund before written final-mockup approval; written approval is the cancellation cutoff, even if production hasn’t started; no cancellation or design changes once production begins. Once materials have been cut, a personalized design has been assembled, or production is substantially underway, changes may be more difficult or may involve costs already incurred.
We will explain any applicable charges or refund options before confirming a resolution. Any non-refundable charge must be lawful and appropriately disclosed.
Nothing in this policy limits cancellation or refund rights required by applicable law, including rights arising when we cannot supply an order as promised.
7. Returns for Change of Mind
Because many Mosaic Matters products are made to order and personalized, we review change-of-mind return requests case by case.
When reviewing a request, we may consider:
Whether the item is a standard design or a personalized or custom commission.
Whether production has started or the item has been delivered.
Whether the item can reasonably be resold or reused.
The condition of the product.
The agreed specifications and any applicable legal requirements.
Contact us before returning an item. We will confirm whether a return is authorized, where it should be sent, and who is responsible for return shipping.
Please do not send a product back without contacting us first.
Any return restriction or exclusion applies only to the extent permitted by applicable law. Personalized status does not remove legal remedies for defective, damaged, misdescribed, or incorrectly supplied goods.
8. Damaged, Defective, or Incorrect Orders
If your order arrives damaged, has a manufacturing defect, is materially different from the agreed specifications, or contains the wrong wording or design due to an error on our part, contact us at hello@shopmosaicmatters.com.
Please include your order number, a description of the issue, and photographs where appropriate.
We will assess the issue and work with you toward an appropriate resolution. Depending on the circumstances and applicable law, this may include repair, replacement, return, or refund.
If the issue resulted from a mistake in the wording or specifications submitted or approved by the customer, we will review the order record and discuss available options. Customer approval does not excuse a product that is otherwise defective or materially fails to match the agreed order.
9. Refunds
Where a refund is approved or legally required, we will explain the amount and method of refund.
Refunds will generally be issued to the original payment method unless another method is agreed or required. Processing time may depend on the payment provider or financial institution.
We will not use this policy to delay or deny a refund required by applicable law.
10. Lost or Delayed Shipments
If tracking indicates that a shipment is delayed or appears lost, contact us so we can review the available information and work with the carrier where appropriate.
Delivery issues will be assessed based on the tracking record, shipping method, order terms, and applicable law. A carrier delay does not automatically eliminate any rights you may have as a customer.
If an order cannot be delivered or supplied as promised, we will work toward a resolution consistent with our obligations.
11. Installation and Product Care
Please follow the care and mounting instructions supplied with your piece. Confirm that the mounting surface and hardware are suitable for the product’s finished weight and intended location.
Outdoor performance depends on the specific materials, construction, exposure, and mounting method. Only install a plaque in direct outdoor exposure if the product is expressly identified as suitable for that use.
Damage caused by improper installation, mishandling, modification, or use outside the stated intended conditions may affect the available remedy, to the extent permitted by law.
12. Contact Us
For shipping questions, returns, cancellations, damaged deliveries, or other order concerns, contact:
Mosaic Matters
Email: hello@shopmosaicmatters.com
Full legal business name: Mosaic Matters, LLC