Please review our policies below to learn more about what Mineral Tiles Shipping Protection covers and under what circumstances a claim may be filed. We believe in transparency and want you to be fully informed about our processes.
1. Lost Items Policies
- What We Cover
1.1 Packages assumed to be lost
An item is considered "lost" if it is never reported as "delivered," if 7 days have passed since the last tracking status update for domestic shipments, and 18 days for international shipments, including Canada. It's important to note that a claim must be filed within 30 days of the last tracking update to ensure a timely resolution.
1.2 Elapsed estimated delivery date
Mineral Tiles will consider a package "lost" if 48 hours have passed since the last estimated delivery date provided by the carrier and no delivery or update to status has been made. A claim must be filed within 30 days of the previous tracking update.
1.3 Only part of an order was delivered
Suppose a single order is shipped in multiple packages, and no package(s) arrive. In that case, Mineral Tiles will consider the undelivered package(s) "lost." A claim must be filed within 30 days of the last tracking update ("delivery date").
Suppose a single order of multiple items is shipped in one package. However, only part of the order arrived, and there is no evidence of tampering. In that case, Mineral Tiles will not consider the package "lost."
- What We Don't Cover
1.4 Invalid address, delivery barriers, or packages marked "return to sender."
Mineral Tiles will not consider a package "lost" if a shipping carrier cannot deliver it due to an invalid or undeliverable address, an unexpected delivery barrier, or if the customer refuses delivery. In these instances, the carrier may return the package to the shipper ("return to sender") for reuse or resell.* Customers should contact Mineral Tiles at support@mineraltiles.com to resolve their issues .
1.5 Input wrong address
Mineral Tiles will not consider a package "lost" if the customer entered the wrong address at the time of purchase. If the package has not yet shipped, customers should contact Mineral Tiles at support@mineraltiles.com to remedy the incorrect address. If the package has already shipped, customers should contact the shipping carrier to divert the package to the correct address. Any extra cost associated with the address change is the customer's responsibility.
1.6 Order marked "pre-shipment," "label created," or "shipment information received"
Mineral Tiles will not consider a package "lost" if it is marked "pre-shipment," "label created," or "shipment information received," as these orders are still unfulfilled and the package has not yet shipped. Fulfillment delays could be due to low inventory or the shipping carrier not taking custody of the package. Customers should contact Mineral Tiles's customer service at support@mineraltiles.com to resolve their issues.
1.7 Orders stuck in customs
Mineral Tiles will not consider a package "lost" if the order is stuck in customs for any reason, including incomplete paperwork, unpaid taxes or fees, or prohibited items. Please contact your local customs agency with questions. However, suppose a package is a replacement order processed by Mineral Tiles and is stuck in customs due to unpaid fees. In that case, Mineral Tiles may reimburse the cost of the customs fees at our discretion.
1.8 Orders seized by law enforcement
You may also appeal the seizure if you believe the package was seized in error. Please contact the shipping carrier for more information on the appeals process.
1.9 Cash on delivery or collect on delivery
Mineral Tiles will not consider a package "lost" if the customer does not pay for the order upon delivery in a cash-on-delivery or collect-on-delivery (COD) transaction.
2. Stolen Items Policies
2.1 Delivered but missing package
Mineral Tiles will consider a package "stolen" if it is marked "delivered," but the customer did not receive it. A claim must be filed within 30 days of the "delivery date," but no sooner than 5 days, to account for the possibility that the package may be found on the premises or has been marked "delivered" prematurely by the carrier.
2.2 Delivered to the wrong address
Mineral Tiles will consider a package "stolen" if the customer provides the correct address at checkout. However, if the shipping carrier delivers it to the wrong address, a claim must be filed within 30 days of the "delivery date," but no sooner than 5 days, to account for the possibility that the neighbor may hand over the misdelivered package.
3. Damaged Items Policies
3.1 Damaged Items
Mineral Tiles will consider an item "damaged" if it is unusable. As part of the claims filing process, Mineral Tiles requires evidence of the damaged item (photos, videos, etc.). Claims for damaged orders must be filed within 30 days of delivery.
3.2 Claim filed too late.
All claims must be filed 30 days from the last tracking update for lost orders and 30 days from the delivery date for damaged or stolen orders. If a claim is filed outside these time frames, Mineral Tiles reserves the right to deny the claim.
3.3 Expedited shipping
Mineral Tiles does not cover shipping carrier delays or lateness on expedited shipping (e.g., overnight, next day, or two—or three-day delivery). For example, if you purchased two-day shipping and your order is delivered (undamaged) any time after the second day, Mineral Tiles's policy does not apply. For questions or concerns, contact the shipping carrier responsible for the delivery, as their policies may support a refund.
3.4 Non-sanctioned shipping address
Mineral Tiles cannot cover orders shipped to countries imposed with U.S. sanctions. In these instances, the Mineral Tiles Shipping Protection premium can be refunded upon request.
3.4 Payment installment companies
The customer is responsible for directly paying any installment company (Affirm, Sezzle, Afterpay, ShopPay, and others not listed here). Once Mineral Tiles refunds the customer for their order, the customer must pay their installments to the payment installment company directly.
3.5 Notarized Incident Statements
Mineral Tiles may require that customers provide a notarized incident statement and a police report in case of theft packages as part of the claims process.
