At Ashary’s Design, we are committed to providing exceptional service throughout your purchasing experience. Below is an overview of our shipping, returns, and refunds policies.
1. Order Processing and Delivery Scheduling
Order Dispatch: We aim to dispatch your order promptly, tailored to your preferred delivery date. All items within a single order will be shipped together, and an estimated delivery timeline will be provided at the time of purchase.
Delivery Coordination: Once your shipment reaches the local terminal closest to your location, the carrier will contact you to schedule delivery. Please ensure availability during the scheduled 4-hour window. For orders shipped via UPS or small parcel carriers, delivery will occur per the tracking details without the need for direct scheduling.
2. Shipping Methods
Standard Shipping
Service Includes: Delivery to the threshold, defined as the “first dry area,” such as a garage or the lobby/service area of a high-rise building. This service does not include inside delivery, assembly, or removal of packaging.
Signature Requirement: A signature is required for all Standard deliveries unless shipped via UPS or small parcel carriers.
Transit Time: Estimated transit time is 7–14 days for in-stock items across all US states.
White-Glove Shipping
Service Includes: A delivery appointment, inside placement up to one flight of stairs, assembly, and removal of large packaging materials. Please retain the packaging if you are considering a return. This service does not cover the installation of wall mounts for products using French Cleats or the installation of light fixtures.
Transit Time: Estimated transit time is 7–14 days for in-stock items across all US states.
3. Inspection Upon Delivery
Visual Inspection: Upon delivery, please inspect the packaging. If any issues are observed, note them alongside your signature on the delivery paperwork.
Additional Charges: Additional charges may apply for requests such as adding items to your order after it has been prepared for shipment or opting for evening or weekend delivery. Availability of weekend delivery may vary by location.
4. Return Policy
Your satisfaction is our top priority. If, for any reason, you are not entirely satisfied with a product:
Initiate a Return: Notify us within three (3) days of delivery by using the ‘request a return’ form. Our team will assist you with the necessary details to initiate the return process.
Return Conditions: We can exclusively accept returned items that are still in their original packaging and remain in a condition same as new. Products displaying any signs of scratches, stains, damage, or modifications cannot be accepted for return. All Final Sale items are non-refundable.
Processing Fee: For orders over $1,000, a processing fee of up to 6% may apply. This fee covers transaction and administrative costs.
Return Shipping Costs: The customer is responsible for covering the shipping cost associated with their return.
5. Return Process
Inspection: Inspect the item upon delivery. If you anticipate storing your items for an extended period, please inspect the product before placing it in storage, as the three (3) day claims window still applies.
Damage Notation: If you notice damage, accept delivery, and sign off with the carrier as “damaged upon arrival.”
Documentation: Take photographs of the damaged item and packaging.
File a Claim: Email [email protected] with your order number and pictures of the damaged items. Claims received more than three (3) calendar days after delivery will not be accepted.
6. Non-Damage Returns (Customer Remorse)
Return Window: The three (3) calendar day window still applies.
Return Shipping Label: The return shipping label will be the customer’s responsibility unless an exception is granted by Customer Service.
Processing Fee: For orders over $1,000, a processing fee of 6% will be applied to the refund amount.
7. Final Sale Items
Items marked as Final Sale are non-refundable and cannot be exchanged, as they are sold in their current condition.