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Customer Service


Contacting Customer Service

Information on contacting customer service may be found on our contacts page.

General Order Policies and Customer Service Information

Shipping & Delivery

Shipping Time Frames

  • Depending on what your order is, there are different times for the product being shipped out.
    • Samples: 48 hours
    • Solid colors : 1 week
    • Blends: 2 weeks

Shipping Methods

      • Shipping methods and options are displayed during check out.
      • Orders over $499.00 before tax may be eligible for free shipping (free shipping details). Excludes Architect Overstock and Clearance categories.
        • Free shipping is by a ground method of our choice, normally USPS or UPS.
        • Upgrades for faster shipping are available for a fee.

Shipping Times

      • In stock, non custom items ship within 1-3 business days of order being placed.
        • Customers will be quickly contacted following their order if there is any reason we are unable to meet this shipping guideline.

Shipping To

      • We ship domestically and internationally.
      • We cannot deliver to post office boxes.

Handling Fees

      • We do not charge any handling fees.

Returns & Replacement


      • Custom products (mosaic blends and patterns) MAY NOT be returned
      • All Dichroic Glass is custom made to order and not returnable
      • Returned product must be in new condition
      • Grouts and items packaged in containers must be unopened
      • There is a 25% re-stocking fee for all returns
      • Shipping charges are non-refundable
      • Any orders that received our free shipping promotion will have the shipping costs deducted from the refund
      • Returns must be authorized within 30 days of receipt of the product
        • Contact us for a Return Material Authorization number(RMA#).
          • RMA numbers must be written clearly on the outside of the package near address label.
          • Shipping Charges and packaging are the responsibility of the customer
          • Items returned must be packaged securely to avoid damage.
          • Items damaged during return shipping will not be eligible for credit.
          • Returns shipped COD will be refused.
        • Non-returnable, non-refundable items:
          • Custom products (mosaic blends and patterns)
          • Samples
          • Partial sheets, used tiles, tiles showing any damage
          • Shipping charges
        • Credit will be issued once the item is received and quality checked.


      • Packages should be inspected for damage prior to delivery acceptance (signing delivery receipt).
        • If package looks damaged open and examine contents .
          • If contents do not appear to be damaged note packaging damage on delivery receipt and then sign and accept delivery.
          • If contents appear to be damaged refuse to accept delivery, have driver note damage and then contact us.
      • Any product issues must be reported to Susan Jablon Mosaics within 30 days of receipt for refund/replacement consideration.
  • Wholesale sales are final. Please order from recent  samples. 
  • Call Susan directly to discuss any question  or concerns prior to placing your order.  
  • Once the wholesale order is placed, the wholesale sale is final.
  • While there are no refunds on trade orders, equivalent exchanges are possible.  
  • The purchaser is responsible for all  exchange related shipping costs .

Payment Methods

Susan accepts the following forms of payment:

      • Credit Cards:Visa, Master Card, Discover, and American Express
        • Credit Cards are charged at time of purchase, as Susan Jablon Mosaics does not store credit card information.
        • Over the phone credit card payments are accepted however, we prefer customers use our secure online checkout system.
      • Personal Checks
        • Make check payable to Susan Jablon Mosaics, LLC
        • Starter checks are not accepted.
        • Name and current address must be pre-printed on check.
        • Orders will not be processed until check clears, usually 7-10 business days.
        • Checks returned by the bank for insufficient funds will be re-deposited and are subject to a $20.00 returned check fee.
      • Cashier's/Bank Checks
        • Make check payable to Susan Jablon Mosaics, LLC
        • Use of a cashier's/bank check may expedite check processing.
        • Orders will not be processed until check clears, usually 7-10 business days.

Dye Lot Information

    • Dye Lot Description:
      • Glass tile is produced and shipped in batches. Although the manufacturers use specific formulas and recipes when producing specific colors for their tiles, color variation is unavoidable. Color blending, a colors reaction with the glass, kiln temperatures, even humidity all play a part in the end result of the tile. Therefore the actual color of tiles from the same manufacturer, of the same size, and color name, can vary noticeably from batch to batch.
    • Project Assurance:
      • Susan Jablon ensures that all tile shipped for an order will be from the same dye lot.
        • In order to make certain that you receive enough product from the same dye lot to complete your project and guarantee there is no dye lot variation it is strongly recommended increasing quantity by at least 10%.
          • A 10% cushion will also guard against:
            • Miscalculations
            • Breakage
            • Errors
            • Quality Control Issues
            • Frustration and expense of ordering more product