Returns, Refunds & Exchanges Policy

Hello!

At Ames, we strive to create the best possible experience for our customers, and we stand by our products. If you are dissatisfied with a product, we want to quickly correct the problem. Please call us, and if you have an Order Number, that would be great!

Our Product Specialists may be reached at either 888-345-0809 or 503-588-3330.

DAMAGED PRODUCT

Damaged freight can sometimes happen, in spite of our strong, custom shipping boxes, and carefully wrapped and strapped pallets. Rest assured that if your shipment experiences damage we will take care of it and make it right.

Please note any damage on the carrier’s delivery receipt and take pictures of the damaged freight. Forward the photos and copy of the delivery receipt to productspecialists@amesresearch.com. Please keep all original packing material & boxes with the product.  

If your pail is leaking, place it into a plastic garbage bag to contain the liquid. Our products are water-based and clean up with water. If you want to review a Safety Data Sheet, they are on our website under RESOURCES on the homepage main menu.  

MIS-SHIPPED PRODUCT

If there is an error in your order, rest assured we will make it right. Simply call our Product Specialists at either 888-345-0809 or 503-588-3330 and we will help you. You can have confidence that your order is checked and double-checked for accuracy before leaving our warehouse. Our accuracy rate is measured monthly and averages 99.8% over the past 12-month period.

TIGHT DEADLINES

We understand deadlines! We ship most orders same day and partner with quality freight carriers to deliver your order promptly and damage-free. Our on-time deliveries average is between 99.7-99.9%. Our damage rate is less than 4 shipments per year.

CANCELLATIONS

We understand that sometimes things come up and you change your mind. If we’ve processed and packaged your order, but it has not been picked up yet, we will issue a full refund, less the credit card processing fee.

If the carrier has picked up your order, we will call the carrier and ask them to return it to the warehouse. A refund will be processed minus any credit card processing fee and carrier charges. We will only charge you what the carrier charges us.

REFUSED ORDERS

If an order is refused and returned to our warehouse without return authorization, we will contact you to learn the reason. Before issuing a refund, we may deduct return shipping charges, credit card processing fees, and a 15% restocking fee.  

HOW TO RETURN

For products purchased through Amazon or sellers other than our factory, please contact them directly for their Return Policy instructions.

For products purchased directly from us, simply call us at either 888-345-0809 or 503-588-3330 and we’ll work it out. There is a 60-day return period for all unopened products. Keep all original packing material and boxes. When you call, please have your Order No. ready.  

HOW TO EXCHANGE

Simply call us at either 888-345-0809 or 503-588-3330 and we’ll help you out.   Sorry, but custom tints are not exchangeable. To make sure we have tinted your order correctly, we will produce a draw down card for you to approve prior to shipping a custom tint order.

SHIPPING CHARGES ON RETURNS

If it is our error, we will pay the return shipping charges.

Otherwise, you will be responsible for return shipping charges.   We can help you with this by arranging the return shipping, and passing on our full carrier discount to you to keep your shipping costs as low as possible.   If you are local, you are also welcome to return the product to our Salem, Oregon facility. And we’ll give you a tour!

I’VE ORDERED TOO MUCH PRODUCT…OR HAVE I?

We encourage our customers to take advantage of the free help offered by our Product Specialists who can help you calculate how much product you will need. You will need to know the type of roof, approximate age or condition, and the square footage. Building up the correct thickness of the coating film is important and can be verified with a mil gauge. Once you know how much product your roof should take, it is important to apply all the product that was calculated for it in order for the coating to do its job. Think of it as a prescription for your roof!

RESTOCKING FEE:

Our restocking fee is 15%.

REFUNDS

We will process your refund to the credit card you used to make payment.

If you paid by check or wire transfer, we will issue your refund by check.