Shipment and Delivery
We are working hard to process and ship your order as quickly as possible! Our primary markets include Europe, Australia, Canada, New Zealand, Japan, and more. We also ship to other countries and regions—simply contact us at woostiles@woostiles.com, and we’ll calculate shipping costs based on your address and order weight.
Due to high order volumes and reliance on third-party logistics, delivery times may be slightly longer than usual. Orders are typically shipped within 7 days of purchase. Custom mosaic murals usually take 2 weeks, and custom products require a production time assessment before ordering. Please allow 1–2 business days for processing before tracking information becomes available. You will receive an estimated delivery time notification when placing your order.
🚚 Shipping Methods
✈️ Air Freight
Ideal for smaller orders requiring fast delivery.
USA Delivery Time: 7–14 days
Shipping Costs (to USA):
- 0.1–12 kg: First kg – $16.43 | Each additional kg – $11.90
- 12–100 kg: First kg – $8.60 | Each additional kg – $8.60
- 100–1000 kg: First kg – $7.44 | Each additional kg – $7.44
🚛 Road & Rail Transport
A more economical option, typically available for EU countries, ASEAN nations, and China’s neighboring inland regions.
Estimated Delivery Time: 25–35 days (may vary by region)
🚢 Sea Freight
The most affordable shipping method, but takes the longest.
USA Delivery Time: 35–49 days
Shipping Costs (to USA):
- First kg – $35.70 | Each additional kg – $3.44
📦 Package Tracking
- If your order contains multiple packages, they may arrive on different dates.
- Due to high shipping volumes, packages from the same batch may be assigned to different delivery trucks.
- Use your primary tracking number to check order progress—it will display the number of packages and estimated delivery time for each.
🧱 Free Tile Samples
We offer free samples (small portions of each sample), but shipping fees apply based on weight and distance. Please contact us if you need samples.
If you require multiple samples of the same tile or samples for multiple projects, please reach out for special assistance.
🚨 Damaged Goods Upon Delivery
Please contact us immediately—we strongly recommend inspecting goods before signing for delivery.
Refer to our Damage Policy to file a claim so we can arrange a replacement.
Important:
- Do not return damaged goods directly. Claims must be submitted within 72 hours of delivery.
- If goods are delivered to a construction site, you are responsible for inspection within the specified timeframe.
⚒️ Damage During Installation
Woos Tiles is not responsible for damage caused by improper handling during installation by customers or installers.
If damage occurred during shipping, customers must report it before installation—otherwise, claims will not be accepted.
Once damaged tiles are installed, returns, exchanges, or refunds will not be accepted.
Using the tiles indicates acceptance of the product.
🚛 Freight Delivery for Large Orders
All freight shipments are curbside delivery only.
If your order is shipped via pallet, the freight company will call to schedule a delivery time.
⚠️ Important Notes:
- Failure to schedule delivery within 24 hours may result in storage fees or redelivery charges.
- Missing a scheduled delivery will incur additional fees, which are the buyer’s responsibility.
⏳ Delays & Cancellations
If an order is delayed, we will ship it as soon as possible.
Refusing early delivery may result in storage fees or return shipping costs.
If you need to cancel or modify your order, please contact us immediately.
Once shipped, orders cannot be changed or canceled.
If an order has been processed but not yet packaged, cancellations will incur a 5% handling fee deducted from the refund.
🔄 Return & Exchange Policy
Please refer to our Return Policy after receiving your order for complete return instructions.
🎨 Color Variations
Tile colors may vary between batches. Please request batch photos or samples before ordering to ensure satisfaction with color, finish, and design.
If you are dissatisfied due to color variations and wish to exchange:
- You are responsible for return shipping costs and a 15% restocking fee.
- Contact woostiles@woostiles.com within 45 days of delivery to request exchange eligibility.