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Return requests of unopened goods in original packaging (shrink wrap cannot be broken on tiles) must be made within 3 days of delivery and returns are at customer’s expense.

Support for Shipping Issues (Damaged or Lost Items)

We understand that shipping can be unpredictable. When unforeseen issues arise, we promise to address them promptly, professionally, and with care.

1. When Your Product Arrives Damaged

We work hard to package every order securely, but accidents happen.

• Time Limit for Reporting: Please contact our support team within 7 days of receiving your order to report the damage. We must receive your claim within this window to be eligible for a replacement.
• Help Us Help You: To expedite your replacement, please send detailed information and supporting photographs of the damage. This documentation is essential for our review.
• Resolution: Our caring team will review your case and immediately guide you through the replacement or resolution process.

2. If Your Order is Lost in Transit

If your package hasn't arrived within the expected delivery timeframe, please reach out!

• Investigation: We will partner with the shipping carrier to personally initiate a search for your package.
• Resolution Options: If the carrier officially confirms the package is lost, you will have the choice of receiving a replacement (if inventory allows) or a full refund for the lost item.

Conditions for Returning a Damaged Item

If a damaged item is authorized for return:

• Approval is Key: Please wait for clear approval and detailed return instructions from our customer support team before mailing the item back.
• Original Packaging: We ask that the item be returned in its original packaging, including all accessories or promotional materials. This helps us process the return efficiently.
• Condition Check: We reserve the right to decline a refund or exchange if the returned item is not in its original, damaged-upon-arrival condition.
• You have 7 days from the day the return label is sent to ship the damaged goods back, we cannot accept merchandise outside this window.

Processing Your Refund

When an item is eligible for a refund:

• Method: The funds will be returned to the original payment method used during the purchase, including the original shipping fee.