Shipping Information

Orders will be processed usually within 2 business days of the order date (excluding weekends and US holidays). 

Shipping rates will be calculated during check-out and depend on shipping speed, package weight, package size and the destination (USA or outside USA).

Shipments to addresses within the state of South Carolina will be charged 7% sales tax. Shipments to addresses outside of South Carolina will not be charged sales tax.

Shipping rates for international shipments include international shipping fees (depending on speed preference), applicable handling and parcel protection charges but does not include customs clearance duty fees. 

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We advise placing your order in advance to account for potential shipping delays beyond IBENA's control, such as inclement weather or carrier issues. Occasionally, delivery may take longer than the estimated transit time without being considered late. Unless otherwise informed, your order will be shipped as a single shipment, though it's possible for parts of your order to arrive separately due to shipping issues. Once your order is shipped, we will email you the tracking information so you can monitor its progress. If you require expedited shipping, please inform us, and we will provide you with a quote. Unless explicitly agreed upon in writing, IBENA is not responsible for missed delivery dates or the performance of third parties, including shipping companies. In the event of a delayed expedited shipment, our liability will not exceed the value of the shipping charges paid. If your order is delayed and you opt to refuse or return it, it will be treated as a return as per the terms below. Unless otherwise agreed upon, all shipments are FOB Shipping Point (Ex Works for orders outside the USA).

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Please be aware that additional shipping charges may apply if a lift gate is required.

Loss  During Shipment

Upon receiving your shipment, ensure that the number of boxes matches the delivery receipt before acceptance. In the event of any lost items during transit, promptly contact us at sales@ibena.com to initiate a trace on your order. Please note that failure to report any shortage upon accepting the shipment will result in IBENA not being held responsible. Retain the original packaging in case the shipping company requires inspection. Upon receipt of your email, we will promptly assess your claim.

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Damage During Shipping

If your order sustains damage during shipping, document the damage on the shipping receipt before signing it. Retain the original packaging for possible inspection by the shipping company. Failure to note the damage on the delivery receipt upon acceptance absolves IBENA of responsibility. Document the damage with photographs and promptly notify us at sales@ibena.com. Include a copy of the shipping receipt along with your photo documentation. Upon receipt of your email, we will promptly review your claim.

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Concealed Damage

While rare, it is possible for a shipment to be damaged even if the packaging appears intact. Upon receiving your shipment, promptly inspect it for any damage. If damage is discovered, photograph both the damage and the packaging and contact us at sales@ibena.com within ten days of receipt of the shipment. Upon receipt of your email, we will promptly review your claim.

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Concealed Shortage

If you discover a shortage in your order, document it by contacting us at Sales@GeorgiaExpo.com within ten days of receipt of the shipment. Photograph the packaging and include the photographs in your request. Upon receipt of your email, we will promptly review your claim. If it is properly documented, we will ship a replacement order to you.

Return & Exchange Policy

At IBENA, we strive for high quality material and customer service. We recognize there will be times when items need to be returned. Our return policy is as follows:

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The return process must be initiated by contact with the Service Rep WITHIN 60 days from the date of the invoice. Provide your name, address, order number, and reason for return. The product must be returned in its original packaging, insured for its full value, and in new, unused condition. There will be an RMA (Return Merchandise Authorization) number assigned to the material. No return will be accepted without this number. Custom-made products and used products cannot be returned.

Upon receiving an RMA, send your merchandise back Freight Prepaid within the following 14 days. Include the original manifest, invoice number, RMA and reason for return. If there is a defect in the material, flag areas or question. Returns without an RMA will not be accepted, and we will deduct an amount equal to outbound freight and a 25% restocking fee.

Credits or resends will be issued after we have received and inspected the merchandise. If the product was insufficient due to the fault of IBENA, your return freight will be reimbursed.

If the material was damaged during shipping, a claim MUST be made UPON delivery with the carrier by the recipient.

If your shipment is refused or deemed undeliverable, it will be handled according to our return policy. Refusal of a shipment will be considered abandonment and will not relieve the purchaser of their obligations. All charges for return freight and/or storage will be billed to the purchaser, including a 25% handling charge. Prepaid freight charges are for the purchaser's convenience only.

All return freight must be prepaid or it will not be accepted. A restocking fee will NOT be charged.

Each issue will be addressed individually and will be replaced or refunded at our discretion.​

Form of Payment / Refund

Refunds can only be credited to the original form of payment. If a gift card has been used as payment method, the refund will be added to the balance of the gift card. Once we receive your return/exchange and verify the condition of the returned item, your credit will be processed. Please allow up to 2 weeks for your refund/exchange to be completed. Customers must not initiate credit card chargebacks without our written approval. Returns outside of the US might take longer to be processed.

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Currency / Exchange rate

The refund will be issued in the amount of USD. The exchange rate is risk to the customer. 

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Return Instructions

The product must be returned in its original packaging, insured for its full value, and in new, unused condition. Please include the packing slip and return your order to: 

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IBENA Technical Textiles, Inc.

124 Tradd Street

Spartanburg, SC 29301

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We recommend using a shipping option that includes a tracking number.

Shipping on returned items is non-refundable, unless the reason for the exchange/return is due to defective product or a shipping issue that resulted from our error.

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