Shipping & Return Policy

TABLE OF CONTENTS:

 

SHIPPING POLICY

RETURN POLICY

Shipping Policy

 

**PLEASE REVIEW YOUR ORDER CAREFULLY BEFORE SUBMITTING PAYMENT**

We cannot emphasize this enough – once we have received payment for your order there is absolutely nothing we can do to edit, modify or cancel your order in any way. This includes changing quantity, sizing, material, collection, exchanging, etc. The process it takes to get your order processed, produced, and delivered from overseas, is delicate and tricky. This is why we emphasize the importance of reviewing your order carefully before submitting your payment – once we have received your payment, we are to assume you have taken full responsibility for verifying your order is correct.

At Ajami 1971, we offer two types of shipments for your convenience – a local third-party delivery service and third-party freight (LTL) – based on the location of your delivery, which determines which delivery system we use. While we provide shipping estimates at the time of your order, please note that they are subject to change. Shipping rates are largely determined by drop-off location, pallet count, dimensions and weight of the materials. We assure that we only charge the rate of the shipping without seeking any profits from shipping charges. Please be aware that customers are required to agree to our shipping policy when placing an order.

LOCAL DELIVERY POLICY

Ajami 1971 uses local third-party shipping services and cannot change certain shipping policies held by said company. For local deliveries, our carrier services the counties of Miami-Dade, Broward & Palm Beach. Our local carrier service charges a flat rate for deliveries – this rate fluctuates on occasion due to changing fuel prices. We do not offer partial shipments for a single order. Your order will ship when the entire order is complete.

TRANSIT TIMES

Since this is a local delivery service, the day you schedule your delivery is the same day that the delivery service picks up your order from our warehouse.

SCHEDULING DELIVERY & STORAGE FEES

Once your full order has been delivered to our Miami warehouse, we need 24-72 hours to prepare your order for pick-up. During this time, a member of our team will contact you to set-up a delivery date with our carrier. The carrier needs between 24-72 hours notice for pick-up.

DELIVERY

It is crucial to have onsite contact information (name and phone number) to ensure a successful delivery. Here are some additional points that can help you prepare for your delivery:

  • Someone must be present to unload and sign for the order.
  • Keep in mind that the drivers are not responsible for transporting the tile from the curb. All local deliveries are CURBSIDE.
  • It is recommended to have at least two people available to unload the tile from the curb and bring it inside. If you need additional assistance, it is best to arrange for a third-party service to help you move the tile.
  • Make sure to inspect the delivery for any damages or discrepancies before signing the delivery receipt. If there are any issues, note them on the receipt and contact us immediately.
  • If you need to reschedule the delivery appointment, make sure to contact your Ajami 1971 sales consultant at least 24 hours in advance to avoid any additional fees.
  • It is recommended to have a clear pathway at the curb to ensure a smooth delivery process.
DAMAGES AND CLAIMS

To ensure that you are receiving the best quality tiles, we conduct a thorough inspection process before they leave our facility. However, despite our best efforts, some tiles may still sustain minor damage during shipping. Rest assured that we are committed to providing you with the best possible customer service, and we will work with you to resolve any issues that may arise.

If you do receive tiles that are chipped or scratched, don’t worry. These pieces can still be used for cuts and smaller installations.

If you do encounter any issues with your order, please don’t hesitate to reach out to info@ajami1971.com. We are always here to help and will do everything we can to make sure you are completely satisfied with your purchase.

It’s always frustrating to receive a damaged item, especially after waiting for it to arrive. However, it’s good to know that if a replacement order is necessary due to shipping damage, it will be considered a priority. This means that we will do everything we can to ensure that the replacement order is processed as quickly as possible. We kindly ask for your patience during the replacement process. While it may not be able to be rushed, rest assured that we are prioritizing your replacement order.

**IMPORTANT: DO NOT REFUSE SHIPMENT**

If you receive a damaged shipment, please do not refuse it. Although some tiles may be damaged, the majority are still usable, and only a fraction of them may need replacement. If you refuse shipment due to damage, you may be charged for additional shipping fees for sending the usable tiles back to Ajami 1971 or to your job site. Furthermore, this will cause a delay in any claims and replacement orders.

 

**CUSTOMER IS RESPONSIBLE FOR THE INSPECTION OF ALL MATERIAL WHEN RECEIVED**

  • To ensure that we can replace defective or damaged deliveries, we reserve the right to request documentation that clearly shows the damage or defects. If you fail to provide accurate and precise documentation, we may have to refuse the replacement.
  • Pictures will be required to assist in any claim for damaged material. Any damage must be noted on the freight company Bill of Lading at the time of delivery. No claim for visible damage can be accepted if not noted at the time of delivery.
  • Damage notifications must be sent to info@ajami1971.com within the following 24-48 hours of your order being delivered.
VISIBLE DAMAGE

If your shipment is visibly damaged, you should provide an accurate and clear report of the damage. Visible damage must be reported to us within 24-48 hours from receipt of the material.

The following information must be provided:

  • Copy of delivery receipt (BOL) with noted damages
  • Type of damage
  • Quantity of material damage
  • Photos of damaged pallet and boxes
  • Photos of damaged material
  • Consignee and contact information
CONCEALED DAMAGE

Concealed damage is when damage that could not have been determined at the time of delivery is discovered by the consignee (example: if there was no visible damage to the outer packaging, but damage was discovered once a carton was opened). Concealed damage must be reported to us within 48-72 hours from receipt of the material.

The following information must be provided:

  • Type of damage
  • Quantity of material damage
  • Photos of damaged material
  • Consignee and contact information

 

LTL SHIPMENT POLICY

Ajami 1971 uses third-party LTL shipping services and cannot change certain shipping policies held by said company. We do not offer partial shipments for a single order. Your order will ship when the entire order is complete.

TRANSIT TIMES

Please note that transit times for LTL shipping can vary. Once the shipment is handed over to the LTL carrier and tracking is provided, anticipate a transit time of 4-8 days.

When it comes to LTL shipping, there are several factors that can affect transit times. Here are some additional pieces of context to keep in mind:

  • Distance: The farther your shipment needs to travel, the longer it will take to arrive.
  • Carrier: Different LTL carriers may have different transit times, depending on their network and resources.
  • Mode of transportation: Depending on the carrier, your shipment may travel by various trucks or a combination of truck and boat. This can impact the overall transit time.
  • Weather: Inclement weather can cause delays in transit, particularly during winter months in certain regions.
  • Customs: If your shipment is crossing international borders, there may be additional delays due to customs inspections and processing.

It’s also worth noting that while the estimated transit time provided by the LTL carrier is a good guideline, it’s not a guarantee. There may be unforeseen circumstances that cause delays in transit. If you have any concerns about your shipment, don’t hesitate to reach out to your carrier for updates. Ajami 1971 is not responsible for any delays applied by said shipping company.

SCHEDULING DELIVERY & STORAGE FEES

Once your order has been picked up from our warehouse the shipping company will call you to schedule a delivery appointment window. Please keep in mind that if the shipping company cannot reach you to set up an appointment and receive materials within 48 hours of the truck’s arrival at your local terminal, storage fees will begin to accumulate. These fees vary depending on the number of days and pallets. Your material will not be delivered until all charges, including shipping costs, have been invoiced and paid by the customer.

In the event of accrued storage fees, you will have two days to settle the outstanding amount. If the fees are not paid, the order will be returned to Ajami 1971. Please note that we will not re-ship your order until the storage fees, return shipment and re-delivery costs have been paid. We regret to inform you that if you fail to pay the fees, we will be unable to issue any refund on your order.

DELIVERY

It is crucial to have onsite contact information (name and phone number) to ensure a successful delivery. Here are some additional points that can help you prepare for your delivery:

  • Someone must be present to unload and sign for the order.
  • Keep in mind that the drivers are not responsible for transporting the tile from the curb. All LTL deliveries are CURBSIDE.
  • It is recommended to have at least two people available to unload the tile from the curb and bring it inside. If you need additional assistance, it is best to arrange for a third-party service to help you move the tile.
  • Make sure to inspect the delivery for any damages or discrepancies before signing the delivery receipt. If there are any issues, note them on the receipt and contact us immediately.
  • If you need to reschedule the delivery appointment, make sure to contact the shipping company at least 24 hours in advance to avoid any additional fees.
  • It is recommended to have a clear pathway at the curb to ensure a smooth delivery process.
RESIDENTIAL ADDRESSES

Residential addresses have an additional shipping charge. Residentially zoned locations are not typically freight truck-friendly and considered limited access. This includes apartments, residences, farms, estates, remote locations, and possibly even schools and churches.

NON-COMMERCIAL ADDRESSES

Non-commercial zoned Business addresses have an additional shipping charge. Not all businesses are in commercially zoned areas. Any business being operated from a home, apartment, or other dwelling where people live on the premises is considered a residential address. Residential deliveries that were previously listed as a business address will be charged a Residential Redress Fee depending on what we are billed.

COMMERCIAL ADDRESSES

Commercial zoned addresses do not have an additional shipping charge. Typically, these addresses are zoned as commercial real estate. Most commercial sites have trailer access and a loading dock.

ACCESSORIALS

All accessorial have an additional charge per accessorial.

LIFT GATE SERVICE: A mechanical device that is attached on the back of a delivery truck to raise and lower material to and from the ground. Lift gate service is highly recommended for residential zoned areas and commercial zoned areas who do not have a forklift to unload.

INSIDE DELIVERY SERVICE: Involves the carrier moving the pallet to the driveway, porch, or garage. Drivers will not take freight inside a home. The driver must be able to easily access the drop off with the pallet jack. If the pathway is not easily accessible and the driver has trouble, we will not be responsible for any additional fees that may accrue. Inside delivery does not mean the driver will help unpacking your pallet once he drops off in a designated area.

 

POTENTIAL DELIVERY ISSUES / ANTICIPATED DELIVERY RISKS / DELIVERY DISCLAIMER

Occasionally due to street width or slope, low-hanging trees, or other factors determined by our freight shipping partner, LTL shippers will be unable to deliver to a given address, even after a delivery appointment has been scheduled. In those cases, you will be responsible for picking up your tile order from the nearest terminal delivery center or providing an alternate delivery location which can be reached by our freight shipping partner.

HARD-TO-REACH AREAS

Additional shipping charges may apply to hard-to-reach areas such as gated communities, remote locations or locations only accessible via ferry. If you anticipate your delivery address potentially falling under this definition, reach out to info@ajami1971.com. These charges will be assessed after your order is processed, and you will be contacted to provide payment for said charges.

RE-DELIVERY | RECONSIGNMENT

If there is a redelivery request, you will be charged the corresponding amount charged to us by the freight carrier. Similarly, residential deliveries that were previously listed as a business address will be charged a Residential Redress Fee depending on what we are billed. To avoid these fees, please make sure your shipping information is accurate and up to date before placing your order or prior to shipping.

We notify you of the shipping address prior to the creation of the BOL, if we do not hear back regarding and address change prior to creation of the BOL, you will be charged the fee to change the address.

If there is a reconsignment, delivery change, or dock pick up request, you will be charged the corresponding amount charged to us by the freight carrier.

DAMAGES AND CLAIMS

To ensure that you are receiving the best quality tiles, we conduct a thorough inspection process before they leave our facility. However, despite our best efforts, some tiles may still sustain minor damage during shipping. Rest assured that we are committed to providing you with the best possible customer service, and we will work with you to resolve any issues that may arise.

If you do receive tiles that are chipped or scratched, don’t worry. These pieces can still be used for cuts and smaller installations.

If you do encounter any issues with your order, please don’t hesitate to reach out to info@ajami1971.com. We are always here to help and will do everything we can to make sure you are completely satisfied with your purchase.

It’s always frustrating to receive a damaged item, especially after waiting for it to arrive. However, it’s good to know that if a replacement order is necessary due to shipping damage, it will be considered a priority. This means that we will do everything we can to ensure that the replacement order is processed as quickly as possible. We kindly ask for your patience during the replacement process. While it may not be able to be rushed, rest assured that we are prioritizing your replacement order.

**IMPORTANT: DO NOT REFUSE SHIPMENT**

If you receive a damaged shipment, please do not refuse it. Although some tiles may be damaged, the majority are still usable, and only a fraction of them may need replacement. If you refuse shipment due to damage, you may be charged for additional shipping fees for sending the usable tiles back to Ajami 1971 or to your job site. Furthermore, this will cause a delay in any claims and replacement orders.

 

**CUSTOMER IS RESPONSIBLE FOR THE INSPECTION OF ALL MATERIAL WHEN RECEIVED**

  • To ensure that we can replace defective or damaged deliveries, we reserve the right to request documentation that clearly shows the damage or defects. If you fail to provide accurate and precise documentation, we may have to refuse the replacement.
  • Pictures will be required to assist in any claim for damaged material. Any damage must be noted on the freight company Bill of Lading at the time of delivery. No claim for visible damage can be accepted if not noted at the time of delivery.
  • Damage notifications must be sent to info@ajami1971.com within the following 24-48 hours of your order being delivered.
VISIBLE DAMAGE

If your shipment is visibly damaged, you should provide an accurate and clear report of the damage. Visible damage must be reported to us within 24-48 hours from receipt of the material.

The following information must be provided:

  • Copy of delivery receipt (BOL) with noted damages
  • Type of damage
  • Quantity of material damage
  • Photos of damaged pallet and boxes
  • Photos of damaged material
  • Consignee and contact information
CONCEALED DAMAGE

Concealed damage is when damage that could not have been determined at the time of delivery is discovered by the consignee (example: if there was no visible damage to the outer packaging, but damage was discovered once a carton was opened). Concealed damage must be reported to us within 48-72 hours from receipt of the material.

The following information must be provided:

  • Type of damage
  • Quantity of material damage
  • Photos of damaged material
  • Consignee and contact information

 

INTERNATIONAL ORDERS

INTERNATIONAL SHIPMENTS

If you’re located outside of the U.S., we can deliver your order to a freight forwarder of your choice. Freight forwarders act as intermediaries between us and the shipping company, ensuring your order reaches its final destination. To get a quote on the material and shipping to your preferred freight forwarder, please contact us at info@ajami1971.com

INTERNATIONAL PARCEL SHIPPING RATE

International shipping cost for parcel shipments is determined by the weight of the package, the shipping method, and the destination.

INTERNATIONAL DUTIES AND TAXES

On international orders, the recipient is responsible for payment of any applicable duties, taxes and other fees. Please contact your customs office for information on duties and taxes. The amount depends on the value of your purchase.

ACCEPTED INTERNATIONAL PAYMENTS

We accept wire transfer only for international orders. Sample orders can be paid by credit card.

 

SAMPLE SHIPPING

We ship samples via standard ground shipping within 1-3 business days, with delivery typically taking 3-6 business days. Our preferred carriers for sample orders are UPS & USPS. For quicker delivery, expedited shipping is available for an additional fee, please consult with a member of our team for further details. We do not ship sample orders on weekends.

STORAGE

Ajami 1971 offers 60-day storage as a courtesy to our customers for their orders. However, if a customer requires additional time to pick up, or deliver the product, storage is available at the following monthly rates: 

 

Return Policy

 

**AJAMI 1971 DOES NOT ACCEPT ANY RETURNS, EXCHANGES OR CANCELLATIONS ON ANY OF OUR PRODUCTS OR ORDERS**

Our materials are uniquely crafted by hand and almost all travel long distances to make it here to the United States. As such, each piece and batch may vary in size, color, shade, and texture, giving our tiles their distinctive charm. We want you to be fully aware of these handmade characteristics, so please expect them from the samples you order and leading over to your full order. To better understand our products before purchasing, we highly recommend speaking with a member of our sales team, reviewing our website for all applicable product information, along with ordering and reviewing product samples.

RETURN POLICY

**ALL SALES ARE FINAL. PLEASE REVIEW YOUR ORDER CAREFULLY AS WE DO NOT ACCEPT ANY RETURNS OR EXCHANGES ON ANY OF OUR PRODUCTS**

We cannot offer refunds or exchanges unless the product is undeniably defective. If you receive an undeniably defective product, we are happy to offer a store credit or replacement. Sufficient evidence, such as representative images or documentation, must be submitted to support any claims about a product’s flaw. Our team will determine if the flaw is beyond the expected characteristics of our handmade materials. If we determine that there is an agreeable flaw in the product’s materials or workmanship, or if it was produced incorrectly due to an error made during production, you can submit a claim within 15 days of receiving your order. If approved, the replacement will be the same product as the original product you ordered, keep in mind some color and texture variation may apply when not from the same lot. Lead-times may apply.

  • If you do notice any discrepancies with your order, it is essential to contact your sales representative or email us at, info@ajami1971.com as soon as possible.
  • Deposits for custom “made to order” material are non-refundable.
  • In rare cases that our team approves a return, a 30% restocking fee will apply.


 

CANCELLATION POLICY

CANCELLATION OF ORDERS


Once we receive payment for your order, we are quick to process your order to minimize lead-times as much as possible. For this reason, we do not allow cancellations once payment is received. In the event an exception is made, a cancellation fee may apply. It is at our discretion to accept or deny a cancellation and determine the percentage restocking fee.

CANCELLATION OF CUSTOM AND SALE ITEMS

Please note, custom “made to order” items and special priced items are non-cancellable. If an exception is made, a cancellation fee may apply. It is at our discretion to accept or deny a cancellation and determine the percentage restocking fee.

COMMITMENT TO PROVIDING ACCURATE LEAD TIMES

At Ajami 1971, we make every effort to meet the quoted lead times for our customers. However, we do acknowledge that there may be times where the lead times may fluctuate due to order logistics and handmade production. It’s important to note that estimated lead times are subject to change. In the event the quoted lead-time changes, we will notify you as soon as possible. Please keep in mind that certain unforeseen circumstances such as a lack of resources or material may cause delays. If we do inform you of an extended lead-time, please rest assured that we have already prioritized your order for production completion. Please note that we do not accept cancellations or compensation requests due to delays, as we are striving to complete all orders as efficiently and effectively as possible. We value your business and are committed to ensuring that you receive your Ajami 1971 material(s) in a timely manner.

ORDER MODIFICATIONS


Your order will be processed 24-28 hours after payment receipt. Before placing an order, please ensure all details on your sales order are accurate. Changes to your order cannot be made once it has been entered into production and/or packed for shipment. The feasibility of change requests depends on the order’s progress.

In the event of a change request, email your sales representative or if you haven’t been working with someone, email info@ajami1971.com with your order number and a brief description of the request, as soon as possible. All modification requests must be submitted in writing, as we do not accept them over the phone. Additionally, please be aware that any changes made may result in a delay in the estimated completion time. We will make every effort to accommodate your request.

 

POST-INSTALLATION POLICY

Once our material is installed, we are unable to provide refunds for any dissatisfaction. Therefore, it is required to inspect the material upon receipt to ensure that you are satisfied with the quality. If you have any concerns, please contact us promptly so that we can review the matter prior to installation. This will allow us to find the best possible solution for you, if necessary.

As a general principle, once materials have been installed, the supplier, Ajami 1971, cannot be held liable for any issues that arise related to those materials. Reason being, installation can compromise the product’s integrity if done incorrectly, and alter the condition it was delivered in. Several factors can affect installation, making it impossible to guarantee the product’s performance after it has been installed.

 

CUSTOMER SATISFACTION


At Ajami1971, we prioritize your satisfaction above all else. We take great pride in ensuring that every purchase you make leaves you completely satisfied. Our team provides you with the assistance you need to guarantee a gratifying experience. To protect and inform both parties involved in a purchase, it’s crucial to review our policies. This will also enable us to handle any issues that may arise in the most efficient way possible.

CONSULTING OUR TEAM

When it comes to purchasing handmade products, it’s always a good idea to consult with our sales team before placing an order. Our sales team have years of experience and are here to guide you through the process from start to finish. Here are some key benefits of consulting with our sales team:

  • They can guide you through the design process and suggest ideas that you may not have considered.
  • They can help you choose the right materials and finishes to suit your project’s needs and ensure that your product looks and performs as you want it to.
  • They can provide you with accurate pricing information so that you can make an informed decision about your order.

In addition, we always recommend that our customers start with a sample before placing an order. This allows you to see and evaluate the quality of our products before committing to a larger investment. Our goal is to ensure that you are completely satisfied with your purchase, and we believe that this approach is the best way to achieve that goal. However, given the nature of our company and the affiliates we work with, it is challenging to offer all our materials as samples. If this happens to be the case, we will do everything in our power to provide as much information and assets as possible in efforts to help you make the most informed decision possible.

REVIEWING SAMPLES

When it comes to online shopping, it’s always a good idea to take your time and carefully consider your order before completing your purchase. Here are a few reasons why reviewing samples prior to purchasing is important:

  • Ensures product satisfaction: By reviewing samples, you can get a better idea of what the product looks like in real life and whether it meets your expectations. This can help you avoid disappointment and ensure that you’re happy with your purchase.
  • Helps you make an informed decision: Reviewing samples can give you a better understanding of the product’s features and quality. This can help you make an informed decision and choose the product that best fits your needs.
PREVENTING ORDER MISTAKES

We understand that mistakes can happen, which is why we provide necessary resources to avoid common ordering errors. We highly recommend adding 10-15% overage to your order to ensure that your project runs smoothly and without any shortage. A shortage in your order quantity can delay your project completion and complicates manufactures product production schedules. However, if an error does arise when placing your order, please reach out to our sales team immediately. Send us an email, info@ajami1971.com with the mistake and the correct information and we’ll work hard to rectify the situation as soon as possible. Nevertheless, please keep in mind that it’s the responsibility of every customer to review their order, to guarantee that their measurements are correct, the correct square footage, and checked lead times before making a purchase.

**TIMING IS CRITICAL: NOTIFY US IMMEDIATELY OF ANY ORDER INACCURACIES**