Shipping policy

MosaicDIY Shipping Policy

Last updated: August 31, 2026

This Shipping Policy applies to orders placed directly through mosaicdiy.com.

MosaicDIY currently serves customers primarily in the United States, Canada, the United Kingdom, and Australia.

Shipping availability, costs, estimated processing times, and estimated delivery times may vary depending on the product, destination, selected shipping method, and whether the order contains customized products.

Nothing in this policy limits any rights you may have under applicable consumer protection laws.

1. Order Processing and Delivery Estimates

Please note that order processing time and shipping transit time are separate.

Processing time refers to the time required to prepare, produce, customize, inspect, and pack your order before it is handed to the carrier.

Transit time refers to the time between carrier acceptance and delivery to your shipping address.

Where available, the estimated processing or delivery information shown on the product page, cart, checkout, or order confirmation will apply to your order.

Delivery estimates are estimates rather than guaranteed delivery dates unless we expressly state otherwise.

2. Standard MosaicDIY Products

Ready-made DIY mosaic kits and mosaic supplies may generally be prepared more quickly than customized products.

Actual processing time may depend on:

• Product availability
• Selected size or variant
• Order volume
• Inventory availability
• Destination
• Quality inspection requirements
• Seasonal demand

Any applicable estimated processing or delivery information will be displayed before purchase or communicated with your order.

3. Create Your Own Custom Mosaic Kits

Create Your Own products require additional preparation because your uploaded image or artwork must be processed and prepared for the selected mosaic configuration.

Processing may include:

• Image review
• Image-to-grid preparation
• Color optimization
• Size-specific build data
• Component preparation
• Quality inspection
• Packing

Because these products are personalized, their processing time may be longer than standard MosaicDIY products.

The relevant estimate shown when you place your order, or otherwise communicated to you, will apply.

If we require additional information from you before production can continue, processing time may be extended until the required information is received.

4. Large-Scale Mosaic Murals

Large-scale custom mural projects are not treated as standard online parcel orders.

Shipping, freight, production, delivery, installation, timelines, and related costs for mural projects will be specified in the individual project quotation, proposal, or agreement.

If there is any conflict between this general Shipping Policy and a signed or accepted mural project agreement, the project-specific agreement will govern to the extent permitted by law.

5. Shipping Destinations

MosaicDIY currently focuses on shipping to:

• United States
• Canada
• United Kingdom
• Australia

Availability may vary by product and destination.

If checkout does not allow you to select your country or region, please contact us at support@mosaicdiy.com before placing an order.

We may expand or restrict shipping destinations from time to time.

6. Shipping Rates

Shipping charges, when applicable, are calculated or displayed during checkout before you complete your purchase.

Shipping rates may depend on factors such as:

• Destination
• Package size and weight
• Product type
• Selected shipping service
• Order value
• Number of packages
• Customs or cross-border shipping requirements

The amount shown at checkout will apply unless an obvious pricing or technical error has occurred.

7. Taxes, Duties, and Import Charges

International orders may be subject to taxes, customs duties, import fees, brokerage charges, or other government charges.

Where MosaicDIY collects applicable taxes, duties, or import charges during checkout, these will be shown as part of the order process.

Where such charges are not collected by MosaicDIY, the destination country's customs authority, carrier, or other authority may assess charges separately.

Any charges that are legally payable by the customer and were clearly identified as not included at checkout may be the customer's responsibility.

Customs requirements vary by country and may change.

Customers are responsible for providing accurate information required for customs clearance.

8. Order Tracking

Where tracking is available, tracking information will normally be provided after your order has been handed to the shipping carrier.

Tracking information may take some time to become active after the shipping label is created or the parcel is collected.

Carrier tracking information is provided by the carrier and may occasionally experience delays or incomplete scans.

9. Multiple Packages

Some MosaicDIY orders may be shipped in more than one package.

This may occur because of:

• Order size
• Different product types
• Inventory location
• Packaging requirements
• Custom components
• Carrier restrictions

If an order is divided into multiple shipments, packages may arrive on different dates.

Where available, separate tracking information will be provided.

10. Address Accuracy

Customers are responsible for providing a complete and accurate shipping address when placing an order.

Please check:

• Recipient name
• Street address
• Apartment, unit, or suite number
• City
• State, province, or region
• Postal or ZIP code
• Country
• Contact phone number where required by the carrier

If you discover an address error, contact us immediately at support@mosaicdiy.com.

We will try to update the address before fulfillment, but we cannot guarantee that an address can be changed after production, packing, or carrier processing has begun.

Additional shipping costs resulting from an incorrect or incomplete customer-provided address may be charged where permitted by law.

11. Delivery Delays

Estimated delivery dates can be affected by circumstances outside MosaicDIY's direct control, including:

• Carrier delays
• Customs clearance
• Severe weather
• Natural disasters
• Transportation disruptions
• Peak seasonal demand
• Public holidays
• Remote-area delivery
• Government or customs inspections

If we become aware that we cannot ship your order within a timeframe that we previously committed to, we will provide updated information and, where required by applicable law, an opportunity to accept the revised timing or cancel the affected order for a refund.

12. Customs Delays

International shipments may be held for inspection or customs clearance.

Customs processing times are controlled by the destination country's authorities and are not included in carrier transit estimates unless expressly stated.

MosaicDIY cannot control customs processing times, but we will provide available shipping information to help customers resolve delivery issues.

13. Failed Delivery and Returned Packages

If a carrier cannot deliver a package because of an incorrect address, refusal, repeated failed delivery attempts, or failure to complete required customs procedures, the package may be returned to the sender.

If an order is returned to us, please contact support@mosaicdiy.com.

Depending on the circumstances, additional shipping charges may apply before an order can be shipped again, except where the failed delivery was caused by MosaicDIY or where applicable law provides otherwise.

14. Lost Packages

If tracking indicates that a package has not arrived within a reasonable period after the expected delivery window, please contact us at support@mosaicdiy.com.

We may ask you to confirm:

• Your order number
• Shipping address
• Tracking number
• Carrier status
• Any communication received from the carrier

We will review the situation and, where appropriate, work with the carrier to investigate.

Any replacement, refund, or other remedy will depend on the circumstances and applicable consumer law.

15. Packages Marked Delivered

If carrier tracking shows that an order has been delivered but you cannot locate it, please first check:

• Around the delivery location
• With household members
• With neighbors where appropriate
• With reception, concierge, mailroom, or building management
• With the shipping carrier

If the package still cannot be located, contact us at support@mosaicdiy.com and we will review the available delivery information.

A carrier's "delivered" status does not automatically determine your legal rights where evidence shows the parcel was not properly delivered.

16. Damaged Packages or Products

If your package or product arrives damaged, please contact us as soon as reasonably possible.

Please provide:

• Your order number
• Photos of the external packaging
• Photos of the damaged product
• Details of any missing or damaged components

Please keep the original packaging until we have reviewed the issue.

Damaged, defective, incomplete, or incorrect products are handled in accordance with our Refund & Return Policy and applicable consumer law.

17. United States Customers

For orders covered by applicable United States law, MosaicDIY will maintain a reasonable basis for any shipping timeframe we communicate.

If we are unable to ship within a promised timeframe, we will provide appropriate notice and cancellation or refund options where required by law.

18. United Kingdom Customers

For UK customers, applicable consumer law requires businesses to provide delivery arrangements, costs, and relevant delivery information before purchase.

Unless a different delivery timeframe has been agreed with you, applicable UK law may require goods to be delivered within 30 days.

Nothing in this Shipping Policy limits statutory rights available to UK consumers.

19. Australian Customers

Orders shipped to Australia remain subject to any rights and remedies available under the Australian Consumer Law.

Nothing in this policy excludes, restricts, or modifies consumer guarantees or remedies that cannot legally be excluded.

Delivery delays, non-delivery, defective products, or other failures may give rise to remedies where required by Australian Consumer Law.

20. Canadian Customers

Consumer protection and online sales requirements in Canada may vary by province or territory.

We aim to provide clear information about shipping costs, delivery expectations, and order terms before purchase.

Nothing in this policy limits mandatory rights available under applicable Canadian federal, provincial, or territorial law.

21. Changes to Shipping Availability

Shipping services, carriers, rates, destinations, and delivery options may change from time to time.

Changes will not retroactively reduce rights attached to an order that has already been accepted.

The shipping arrangements communicated when you place your order, together with applicable law, will govern that order.

22. Contact Us

For shipping questions, tracking assistance, address corrections, or delivery issues, contact:

MosaicDIY Customer Support

Email: support@mosaicdiy.com

Website: mosaicdiy.com

Please include your order number when contacting us about an existing order.