Mixtiles customer service phone number — definitive guide for quick resolution

Does Mixtiles publish a customer service phone number?

As of 2025, Mixtiles does not publish a general, direct customer service phone number for routine inquiries. The company operates a digital-first support model: most customer interactions are handled through the Mixtiles mobile app chat, an online Help Center, and email. This approach is intentional—digital channels create permanent records, speed up photo-based issue resolution (essential for a product that is image-dependent), and enable centralized tracking of orders and refunds.

If you specifically need voice support, Mixtiles’ standard guidance is to request a callback via the in-app chat or the website contact form. Callback availability is limited and typically offered for complex cases (damaged orders, large corporate accounts, or escalations). Relying on the in-app chat or email results in faster, documented resolution for the majority of customer service issues.

Primary contact channels and exact links

• Official Help Center / Support portal: https://www.mixtiles.com/help — primary resource for FAQs, order status, returns and tracking instructions.
• Email support (fastest non-chat option): [email protected] — use this for attaching high-resolution photos, invoices, and shipping documentation.
• In-app chat: available from the Mixtiles mobile app on iOS and Android — best for real-time help and to request callbacks when available.
• Social media / DMs: @Mixtiles on Instagram and Facebook — useful for lightweight inquiries and status nudges (not recommended for sending sensitive payment data).

Using the in-app chat or the support email gives you a ticket number and a written trail. For most customers this yields a first substantive response within business hours rather than a generic voicemail exchange you might get from a published phone line.

What information to prepare before contacting support

Gathering the right data before you initiate contact reduces resolution time by up to 60% in common cases (order corrections, damaged tiles, printing issues). At minimum, have the following on hand: order number (format often starts with MT- or a 6–8 digit number), the email address used to place the order, the purchase date, and 2–3 clear photographs showing the issue (close-up and contextual).

• Order number and order date (required for lookups).
• Email on file and billing last 4 digits of card (for identity confirmation).
• High-resolution photos of defects or packaging, and a short description with step-by-step reproduction if applicable.
• Shipping/tracking number if you need delivery follow-up (carrier and tracking code).

Include timestamps (camera datetime or courier tracking screenshot) and specify whether you want a refund, replacement, or credit. Explicit requests speed decision-making—e.g., “I request a replacement for 6 tiles due to edge peeling, shipped to my original address.”

Expected response times, refunds, replacements and fees

Typical initial response time: Mixtiles support aims to acknowledge new tickets within 24–72 hours during normal business weeks. If you submit an in-app chat during business hours you will often get a response within 1–4 hours. For escalations (massive corporate orders or complex print/color-matching problems), expect a longer investigative window—usually 3–7 business days for a conclusive reply.

Refund and replacement timelines are: refunds processed to the original payment method within 5–10 business days after approval; replacement orders are normally reprinted and shipped within 3–7 business days plus transit time (domestic: typically 3–10 business days; international: 10–20 business days depending on customs). Many standard defects are resolved with a free replacement or full refund; shipping fees for replacements are commonly waived for verified manufacturer defects.

How to escalate and document outcomes

If an issue is not resolved to your satisfaction after the first review, request escalation in writing (reply to the ticket or the in-app chat) and ask for a supervisor or a “case manager.” Keep all correspondence and export the chat transcript or save email headers—these are crucial if you later need to file a chargeback with your card issuer or a claim with a delivery carrier. Typical escalation metrics: escalate if no satisfactory action within 7 business days after your initial contact.

If you plan a formal dispute with your bank or credit card, note that most issuers require disputes within 60–120 days of the charge date; keep the Mixtiles ticket number, photos, and the name of the support representative in your documentation. For business or bulk orders (10+ boxes or orders over $1,000), ask upfront for a dedicated account manager and obtain SLA commitments in writing (turnaround times, replacement thresholds, and shipping terms).

Quick reference — essential contacts and tips

• Support email: [email protected] (attach photos + order number)
• Help Center: https://www.mixtiles.com/help (search “returns”, “refunds”, “tracking”)
• In-app chat: fastest way to get a ticket and request a callback when available

Bottom line: while a public customer service phone number is not provided, Mixtiles’ documented digital channels are engineered to resolve most issues faster and with better traceability than a single phone call. Preparing order details and photos in advance will get you the quickest, most reliable outcome.