Shipping policy

Shipping Policy

Crafted in Fez, Delivered to Your Doorstep

Every tile we create begins its journey in the ancient medina of Fez, Morocco—where our artisan partners have perfected their craft over generations. We're committed to delivering your handmade tiles safely and transparently, no matter where your project takes shape.

Production & Lead Times

Made-to-Order Timeline

All tiles are crafted to order by hand. Your project timeline includes:
  • Production: 2–4 weeks in our Fez workshop
  • Quality Control: Inspection at the factory before dispatch
  • Transit Time: Varies by shipping method (see below)
Total lead time: Typically 3–6 weeks from order confirmation to delivery, depending on your location and selected shipping method.
We'll keep you informed with production updates throughout the process.

Shipping Methods & Options

All orders ship directly from our artisan workshop in Fez, Morocco. We offer flexible shipping options tailored to your project size and timeline:

Complimentary FOB Airport Delivery

Orders 50–250 sq ft
Receive complimentary freight to your nearest international airport. Simply arrange customs clearance and final delivery from there.
  • Cost: Included with your order
  • Best For: Mid-size residential projects, design professionals with established logistics
  • You arrange: Customs clearance and transport from airport to your location

Door-to-Door Service

Orders up to 250 sq ft
  • Transit Time: 5–10 business days
  • Cost: Fees apply (calculated at checkout)
  • Best For: Time-sensitive projects, residential clients, hassle-free delivery
  • We handle: Freight to your door; you handle customs clearance and duties

Complimentary Maritime Freight

Larger Projects: Orders over 250 square feet
  • Transit Time: 6+ weeks
  • Cost: Included with your order
  • Best For: Commercial projects, hospitality installations, bulk orders with flexible timelines
  • Most economical option for large-scale projects

Personalized Shipping Guidance

Your design consultant will provide detailed shipping guidance based on your project timeline, location, and order size. We'll help you select the most efficient and cost-effective option for your needs.
For custom arrangements or questions, contact us at sales@mymoroccantile.com.

What's Included (and What's Not)

Your Shipping Cost Covers:

✓ Professional packing and crating at our Fez facility
✓ Export documentation and handling
✓ Freight from Morocco to your destination (per selected method)
✓ Tracking information

Your Responsibility:

  • Customs clearance at destination
  • Import duties and taxes
  • Local delivery coordination (for FOB shipments)
  • Receiving and inspection upon arrival
All prices are Ex-Factory Morocco. As with all luxury imports, customs duties, taxes, and clearance fees vary by country and are the responsibility of the consignee.

Customs & Delivery Coordination

Once your shipment departs Morocco, we'll provide tracking information and all necessary documentation.
You will coordinate directly with the carrier (typically FedEx for air freight) to:
  • Complete customs clearance
  • Pay applicable duties and taxes
  • Schedule final delivery
This is standard practice for international luxury goods and ensures you have full control over timing and delivery preferences.

Need Help?

While we cannot manage customs on your behalf, we're happy to provide guidance and documentation to make the process as smooth as possible.

Receiving Your Tiles

Inspect Upon Delivery

Please inspect your shipment immediately upon receipt while the carrier is present, if possible.
Visible Damage:
  • Do not accept the shipment if packaging is visibly damaged
  • Note damage on the delivery receipt
  • Notify the carrier and contact us immediately at sales@mymoroccantile.com
Concealed Damage:
  • Report within 24 hours of delivery
  • Take clear photos of the packaging and tiles
  • Keep all original packing materials
  • Contact the carrier and email us at sales@mymoroccantile.com

Missed, Refused, or Denied Deliveries

If a delivery attempt is missed, refused, or denied:
  • You remain responsible for all costs, including original shipping, carrier storage fees, return freight to Morocco, and any re-shipping charges
  • Tiles may be returned to our facility in Morocco at your expense
  • Re-delivery will require new shipping arrangements and payment
Please ensure someone is available to receive your tiles and that all customs requirements are handled promptly to avoid delays and additional fees.

Free Shipping Promotions

From time to time, we offer free shipping on select items (e.g., fountains, promotional collections).
  • Free shipping applies to standard delivery method only (as specified in the promotion)
  • Expedited or alternative shipping methods available at additional cost
  • Free shipping items are non-returnable and non-refundable

Order Extra for Peace of Mind

We strongly recommend ordering 5–10% extra tile beyond your calculated needs to account for:
  • Installation cuts and waste
  • Natural breakage during handling
  • Future repairs or replacements
  • Artisan variation between batches
Damage claims under 5% of your total order will not be accepted, as minor breakage is expected with handmade tile transit.

International Shipping

We ship worldwide. Delivery times, costs, and customs procedures vary by destination.
Current primary markets:
  • United States
  • Canada
  • Europe (via carreauxzellige.com)
  • Spain (via azulejosmarruecos.com)
For international inquiries outside these regions, please contact sales@mymoroccantile.com for a custom quote.

Sample Orders

Sample tiles ship via expedited air freight to help you make confident design decisions quickly.
  • Samples typically arrive within 7–12 business days
  • Flat-rate sample shipping available at checkout
  • 30% of sample customers proceed to full project orders—we're confident you'll love what you see

Questions?

Our team is here to guide you through every step of the process, from order to installation.
Contact us:
📧 sales@mymoroccantile.com
🌐 mymoroccantile.com
My Moroccan Tile
Handcrafted in Fez. Timeless Everywhere.
2025