Shipping&Delivery Acceptance

Shipping & Delivery Acceptance

We can deliver your order directly to your address. Delivery is considered completed once the product has arrived at the delivery location. Building materials are heavy, and depending on the weight, some products may require a vehicle like a forklift or pallet jack.

Please keep the following guidelines in mind to ensure a smooth delivery process:

• Unloading Responsibility: It is your responsibility to unload the products from the truck to the ground and transport them to your garage or storage area. Please ensure you are properly prepared with the necessary equipment or labor before your order arrives.

• No "Inside Delivery": We do not offer “Inside Delivery,” which means the delivery driver will not be able to bring the material into your home, garage, or storage area. We strongly recommend arranging extra help on the delivery day to move the boxes from the pallets to your desired location.

• Delivery Access & Re-delivery Fees: To ensure delivery can take place, please provide unrestricted, safe, and easy access and parking for the delivery vehicle. If no one is available at the delivery address to accept the shipment, or if access is unsafe, limited, or impractical, the shipment may be redirected to another warehouse. In this case, you may be required to pay a re-delivery fee.

• Estimated Delivery Dates: Delivery dates are estimates only. Although we use our best endeavors to meet these estimates, no liability is accepted for delays from any cause whatsoever. Any failure by Mekmar to deliver within the stated timeframe shall not entitle the buyer to repudiate the contract in whole or in part.

• Inspection & Claims (10-Day Window): Upon delivery, you are required to inspect the products to ensure they match your original order. You must inform us of any incorrect products, missing materials (boxes), or damage within 10 days from the delivery date, and strictly prior to installation.

• Installation = Acceptance: We consider “Installation” as “Acceptance”. Therefore, no claims will be acknowledged once the products have been installed.

• Reporting Major Damage at Delivery: While detailed inspections aren't always possible immediately, we highly encourage you to inform the delivery driver of any noticeable/major damage (e.g., half/full broken pallets or damaged boxes) at the time of delivery acceptance. The driver will fill out a damage form and provide a reference number. Please take clear pictures of the damage form and the damaged materials, and send them to export1@mekmar.com. Our resolution team will investigate and provide the best possible solution as quickly as possible.

• Concealed Damage: If damage is discovered after accepting the delivery, you must inform our customer service as soon as you notice it by sending images of the damaged boxes/materials to export1@mekmar.com prior to installation. Issuing a full refund or replacement for the damaged material will be at the discretion of Mekmar, analyzed on a case-by-case basis.

• Industry Standard Breakage (5% Rule): Due to the fragile nature of natural stone and flooring materials, a minor level of breakage during transit is expected. Breakage that is less than 5% of the overall square footage ordered is considered "Minor Damage" industry-wide and will not be eligible for a refund or replacement. If the damage exceeds 5%, it is considered "Major Damage," and our resolution team will step in to bring the best possible resolution to our customers.

If you have any questions regarding the acceptance of the delivery, breakage, missing products, or incorrect products, please submit an online inquiry through our “Contact Us” section or email us directly at export1@mekmar.com.