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Order Terms
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How to Place an Order
Placing an order with Rugs of Kaibab L.L.C. is easy. There are several options available to you.
- Wholesale Only – All meetings are by appointment only. Please call to arrange a meeting prior to arrival.
If you don’t live nearby or have the opportunity to visit our showroom, we welcome you to use one of the following ordering options. If you send an electronic order, please include an email address and a phone number at which you can be contacted. You will receive an emailed confirmation of your order by the next regular business day. If you do not receive a response, please inquire. Please note a shipment cannot be processed without a valid form of payment and selected shipping method. All electronic orders sent without payment and shipping instructions will be held until the methods have been determined.
- Phone – If we do not answer the phone right away, please leave a message and return phone number on our voicemail and we will return your call. Messages will be returned within 24 hours during regular business hours Monday through Friday unless otherwise stated on our voicemail message.
- Email – We download electronic orders first thing in the morning. We do not open attachments to protect our system from viruses. Please send your orders as text.
- Fax – We receive faxed orders at the end of each day. They will be processed as if being received the following day.
*Eligible Resale Customers Only*
Eligible resellers must give us a copy of your Arizona State resale license with first order. Your shipping address must match the address shown on the Transaction Privilege Tax License. Wholesale pricing is available, please inquire.
Special Orders
We can special order custom sized rugs to your specifications. Please keep in mind, there is a 50% non-refundable deposit required before we can order your rug. Also, due to the fact that we buy directly from the manufacturer, it can take up to a year or more for delivery depending on the knot count. Though we hope to deliver more rapidly, we will not refund the deposit if you decide the wait has been too long.
The colors of the rug you order may not be exactly the same as those from the sample you used from our rugs in inventory or our picture catalog. Due to the differently dyed lots of material used in the making of handmade rugs, there will almost certainly be some variation between rug samples. This does not constitute a flaw or defect and will not be accepted as grounds for return.
Payment Methods
Orders shipped prepaid by credit card or COD CASH ONLY.
- We will ship rugs COD Cash (this requires a cahier’s check or money order) if you choose as your shipping method UPS 3 Day Select, UPS 2nd Day, or UPS Overnight.
- We accept cashier’s checks and money orders for pre-payment and will ship within 3 days of receipt of payment.
- We accept personal checks, but will hold the shipment until the check has cleared our bank as paid. Please bear in mind, this may take up to ten business days.
- We only accept cash in person, please do not send money through the mail as we will not insure its safe arrival. If we do receive money in the mail, we will not be held responsible for any that may be missing.
- Credit Card policies - We proudly accept Visa & MasterCard. We must have the name that appears on the card, the billing address, and the 3-digit "Security Code" number found on the back of the card in order to process charges. We cannot legally store credit card information; therefore, we will need to collect card details with every order. Declined credit cards will delay your order since we will need to contact you to obtain an alternate card. We reserve the right to request signature authorizations at our discretion. There will be a 3% surcharge for credit card payments.
Shipping
We ship via UPS and Federal Express. We will not ship COD orders by UPS Ground or Federal Express. Please note UPS does not require a signature on delivery unless you specify otherwise.
We cannot ship our goods to APO or PO Box addresses.
We are NOT responsible for lost or damaged shipments. Once packages leave our building, they are the responsibility of the shipping provider you choose. We are happy to provide you with tracking and identification numbers for any lost or late packages. Reimbursement for lost packages is at the discretion of the shipping company. We have no control over their decisions. However, we will fully cooperate in providing them with any necessary information. Damage claims must be filed by the recipient of the package.
UPS claims - UPS shipments can be tracked immediately and the company is fairly quick in responding to misdirected or lost packages.
Unclaimed or return to sender parcels will be assessed a 10% restocking fee, plus shipping charges.
The following illustrates estimated time of arrival via UPS Ground:
Graphic provided by UPS
Normal Business Days Only (M-F)
Returns
We will always accept returns of unsatisfactory items. Before returning a rug, you must contact us to request a Return Authorization Number. Without the RA Number, your return will not be accepted. Returns must meet all of the following requirements or they will be returned to sender:
- Goods must be returned within 14 calendar days of receipt. Check your order when it arrives! No refunds will be given after 14 days.
- Goods must be accompanied by the RA Number (posted outside the package), customer number, invoice number, and date. A copy of the invoice is very helpful.
- Goods must be in original condition; items that have been soiled or damaged will not be accepted and will be returned to you at your expense.
- Goods must be packed in a heavily padded box. We do not accept goods damaged in return shipping. Goods may be returned in the original box and packing materials.
Shipping costs on any returns are the responsibility of the customer. It is advised that you use a carrier that will both track and insure the package as any damage will be grounds for a refusal of return.
We do not accept returns of special order items or items that were sold on clearance unless the item is damaged or defective, in which case we will provide a replacement of the item originally purchased.
Please send returns that meet these criteria to:
Rugs of Kaibab L.L.C.
c/o Halstead Bead, Inc.
Attn: Brad Scott
6650 Inter-Cal Way
Prescott, AZ 86301
Product Variance
Please note that the following product variances are within normal manufacturing parameters. You may return any items according to our Returns Policy; however, these conditions will not be considered defects.
- Wool colors will vary from rug to rug and even within a single rug; this is called abrash and is a normal and desirable consequence (provided it is harmonious, gradual, and consistent throughout the rug) of using different lots of wool during the weaving process. Color hue as well as lightness and darkness will vary within a range.
- Some colors tend to look different in person than they do in photographs or digital downloads.
- Rugs are a handcrafted item. Whether the rug in question is hand knotted, hand tufted, chain stitched, or another method, it is still the work of a person’s hands and therefore will inherently have some irregularities.
Privacy Policy
We WILL NOT under any circumstances at any time for any reason give or sell customer data of any kind to any source outside this business - with three exceptions:
- In response to a credit request from another company that you have initiated with that company. (But please be aware that since we deal prepaid or COD only, making use of us as a credit reference will be of little help to you)
- If forced to do so by court subpoena.
- If we need to contact the credit card processing company we use or your credit card company to discuss a purchase authorized by you on your credit card.
In addition, we shred all invoices and other documents that contain customer information and credit card numbers prior to disposal.
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