Refund policy

At Thread Mosaic, we take pride in creating original, custom-designed products. Our logos, graphics, and original designs are owned by us and protected by applicable intellectual property laws

This Returns & Refunds Policy applies to all orders placed directly on threadmosaic.com, which is operated by Phoenix Mobile LLC.

1. Returns & Refunds Policy

We want you to love your purchase! This policy applies to all orders, and we’re happy to make things right when your item doesn’t meet expectations.

Return Window: You have 30 days from the date of delivery to submit a return request.

We accept returns for reasons including:

  • Damaged or defective items
  • Incorrect items received
  • Wrong size, color, or variation ordered
  • Product not meeting expectations
  • Change of mind

Returned items must be in new or gently used condition. Items should be reasonably clean, complete, and suitable for return processing.

Original packaging is appreciated but is not always required for return eligibility.

If you’re unsure whether your order qualifies, feel free to reach out — we’re always happy to help!

2. Cancellation Policy

Changed your mind right after ordering? No problem. You may cancel your order within 24 hours of placing it, as long as the order has not yet been fulfilled.

To request a cancellation, simply email us at threadmosaic.support@gmail.com with your order number and a note that you'd like to cancel.

If your order has already been fulfilled or shipped, it can no longer be cancelled — but you're welcome to use our Returns & Refunds process above once the item arrives.

Approved cancellations will be refunded in full to your original payment method.

3. Return Method & Fees

Returning an item is simple and completely free of charge. Here’s what to expect:

  • Return Method: By Mail.
  • Return Label: We'll email it to you (Free).
  • Return Shipping Cost: No Cost
  • Restocking Fee: No Cost

Our support team will get back to you within 3–7 business days with return instructions and any additional information required to complete the process.

4. How to Request a Return or Exchange

Getting started is easy! Simply send an email to threadmosaic.support@gmail.com with the following details:

  • Your order number.
  • The item(s) you’d like to return or exchange.
  • The reason for your request.

Our support team will get back to you within 2–5 business days with the next steps.

Please note: Returns sent without prior approval may be refused, so make sure to wait for confirmation before shipping anything back!

5. Exchanges

We accept exchanges within 30 days of delivery! 

Customers may request an exchange for another size, color, or available variation of the same product, subject to inventory availability.

If a replacement item is unavailable, a refund may be offered instead.

Just reach out to our support team and we’ll confirm availability and guide you through the process.

6. Refund Processing Time

Once your return is approved and processed, we'll proceed your refunds within 2 business days.

Afterwards, depending on your payment provider, your refund will be issued to your original payment method up to 5-10 business days. Please keep in mind that timing may vary slightly depending on your payment provider.

7. Damaged, Defective, or Incorrect Items

Received something that’s not quite right? Please contact us at threadmosaic.support@gmail.com within 30 days of delivery and we’ll make it right — whether that’s a replacement, an exchange, or a full refund.

8. Lost or Stolen Packages

If your tracking shows “delivered” but you haven’t received your package, we recommend checking with household members, neighbors, or contacting your carrier directly.

If additional assistance is needed, please contact our support team.

9. Third-Party Purchases

This policy applies to orders placed directly on threadmosaic.com only. If you purchased through a third-party platform, please refer to their respective return and refund policies.

10. Policy Updates

We may update this policy from time to time. Any changes will be reflected on this page with a revised effective date, so feel free to check back anytime.

11. Contact Us

Have questions? We’re here to help! Reach out to us anytime at threadmosaic.support@gmail.com — we’d love to hear from you!

Company Details:

  • Store: Thread Mosaic
  • Operated By: Phoenix Mobile LLC
  • Address: 1907 Clover Trail, Richardson, TX 75081
  • Email: threadmosaic.support@gmail.com
  • SMS Support: (469) 212-4692
  • Support Hours: Mon–Fri, 9AM – 5PM CST

By placing an order on threadmosaic.com, you agree to the terms outlined in this Returns & Refunds Policy.