POLICIES

ORDERS & STATUS:

  • All orders should be placed on surya.com. Click here to create an online account.
  • In-stock item order placed on surya.com by 4pm EST should ship within 24 hrs. for parcel and 48 hrs. for non-parcel.
  • Click here to view order status. Please have Customer # and P.O. # available.
  • Orders are usually released to shipping within 2 hours of order entry and will usually ship same day if placed before 4pm EST.
 

CANCELLATIONS:

  • Once an order has been released for shipping it cannot be cancelled. Please refer to our returns policy for additional details.
  • All cancellation requests must be submitted via email to [email protected].
  • Cancellation is confirmed only when Surya notifies that the order has been canceled via email.
  • Cancellation requests require:
    • Customer # (alphanumeric value; e.g., 1-SURYA)
    • Item # (if only some items are being canceled in an order with multiple items)
    • P.O. #
  • Cancellations are not permitted for custom/made to order products once order is acknowledged.
 

SHIPPING:

PLEASE INSPECT ALL SHIPMENTS TO ENSURE CONTENTS MATCH PACKING LIST/BILL OF LADING (SIGNING THE BILL OF LADING CONFIRMS YOUR RECEIPT OF ITEMS SHIPPED).

FREIGHT RATE

  • Surya shops for the best shipping carrier to ensure the most cost effective and efficient rates available. Most orders ship regular parcel ground service unless deemed to be non-parcel based upon the order size or shipping characteristics; additional charges apply for expedited service. Freight rates are calculated based on weight, dimensions, ship location (residential/non-residential), and quantity, rather than on a percentage of invoice amount.
  • All shipments that require special service at the time of delivery (Lift Gate, Inside Delivery, etc.) will incur additional charges. Surya will process orders based on the requirements placed by the customer.
 

SHIPPING CRITERIA

  • All items ship immediately based on availability, unless you have requested the order to ship only when all items are available.
  • If you have a preferred carrier, please notify us and specify whether we should use your 3rd party account # or Ship Collect.
  • All shipments may be subject to additional fees and charges during or after shipment based on final charges assessed as necessary to complete delivery. These charges will be billed to the customer.
  • All P.O. Box and APO shipments must be less than 70 lbs. and 5 feet in length for rugs and ship USPS. Otherwise orders will be held up to confirm shipment to physical address.
  • International Shipping: We require a 3rd party account # to ship internationally and outside of the contiguous United States. Any charges billed to Surya will be charged back to the customer.
 

RETURNS:

NON-DEFECTIVE RETURNS:

If you are not completely satisfied with your purchase, we will work with you to resolve the issue immediately. For faster processing time, please click here to initiate the return authorization process.

SURYA WILL NOT ACCEPT RETURN REQUESTS BEYOND 60 DAYS OF DELIVERED DATE.

  • Credit: 100% credit will be applied for returned products minus a 15% restocking fee (restocking fees vary based on your Surya Rewards level), but the customer is responsible for shipping the product back and all shipping charges. Please note that a credit will not be issued for returns damaged during return shipment due to inadequate packaging. Surya provides packaging material for rugs at a nominal fee. Non-defective custom/made to order products cannot be returned.
  • Initiating Returns: Click here to request a Return Authorization Number (RA#). Return the product(s) as per the emailed instructions. Please be aware the return authorization will expire within 30 days from the date of issue, therefore items should be returned as quickly as possible upon receipt of the RA.
  • Packaging/Labeling: Clearly mark package and/or return document with RA#. All products being returned must be in original or equivalent packing (8 mil. plastic tube for rugs; box or 4 mil. plastic for pillows, throws and poufs). Hardline accessories must be returned in complete original packaging. Lack of proper packing material could result in damaged product during return transit and refusal of credit request.
  • Selecting Replacements: Please notify us if a replacement for the returned product is required. Replacements are only issued upon request and will require a new order to be placed.
  • Credit Memos: Credits issued in the form of a credit memo will remain on the account for future use only if the invoice has been paid. If an invoice has not been paid, the credit memo will be issued back to the original invoice to clear the balance. No check refunds will be issued back to the customer. Orders paid by credit card will see their credit memo balance refunded to their card.
 

DAMAGED RETURNS:

If you have received a product damaged in transit, we will work with you to resolve the issue immediately. For faster processing time, please click here to initiate the return authorization process.

INSPECT PRODUCT(S) UPON DELIVERY FOR VISIBLE & CONCEALED DAMAGES. FAILURE TO DO SO COULD RESULT IN YOUR CLAIM BEING DENIED.

PLEASE CONTACT US WITHIN 4 BUSINESS DAYS FROM DELIVERY OF DAMAGED PRODUCT.

OPTIONS:

  • Refuse delivery and notate on the delivery receipt (in presence of the driver) the type of damage incurred.
  • If you take receipt of damaged goods, please sign as damaged on signature line.
  • If damage is noticed after the driver has left, please take the following steps within 4 days:
    • Initiate a return process within 4 days of delivery. Be prepared with the following documents to help initiate a claim process:
    • Brief description of the damage
    • Picture(s) clearly depicting the damage to the product
    • Picture of the packaging (please send a picture even if the packaging is intact).
    • Failure to do so will result in a denial of your claim or credit.
  • Please do not move the product from its original location or ship the product back to Surya, as the carrier may need to perform a claim inspection (only parcel damaged shipments will get picked up against a Damaged Call Tag).
  • It is your responsibility to file a claim for all damaged items shipped using a 3rd party account.
  • Surya is not responsible for any 3rd party charges incurred for storage or delivery of product(s). Surya will credit, where applicable, all freight charges required for delivery to/pick-up from original destination address provided.
  • Claim Process: Surya may or may not request for the item to be returned. If we require you to return the item, a Return Authorization Number (RA#) for your return will be emailed to you. For items deemed not returnable, additional instructions will be provided in an email. All return requests for damaged products must be accompanied by photos of the damage and the product(s) must be returned as per the emailed instructions. Please be aware the return authorization will expire within 30 days from the date of issue, therefore items should be returned as quickly as possible upon receipt of the RA.
  • Replacement/Credit: Replacements are only issued upon request and will require a new order to be placed. A full credit will be applied to the original invoice. If replacement is not requested a full credit will be issued to the original invoice. If Surya requires you to return the item, credit will be applied after return receipt of the item.
  • Packaging/Labeling: Clearly mark package and/or return document with RA#. All products being returned must be in original or equivalent packing (8 mil. plastic tube for rugs; box or 4 mil. plastic for pillows, throws and poufs). Hardline accessories must be returned in complete original packaging. Lack of proper packing material results in damaged product during return transit and refusal of credit request.
  • Credit Memos: Credits issued in the form of a credit memo will remain on the account for future use only, if the invoice has been paid. If an invoice has not been paid the credit memo will be issued back to the original invoice to clear the balance. No check refunds will be issued back to the customer. Orders paid by credit card will see their credit memo balance refunded to their card.
 

DEFECTIVE RETURNS:

If you have received a product which is deemed defective by Surya, we will work with you to resolve the issue immediately. For faster processing time, please click here to initiate the return authorization process.

CONTACT US WITHIN 60 DAYS OF DELIVERY OF DEFECTIVE ITEM

  • Process: Initiate a Return within 60 days of delivery to initiate return process. Be prepared with the following information to initiate a claim process:
    • Brief description of the defect
    • Picture(s) clearly depicting the defect of the product
    • Failure to do so will result in a denial of your claim or credit
  • Claim Process: Surya may or may not request for the item to be returned. If we require you to return the item, a Return Authorization Number (RA#) for your return will be emailed to you. For items deemed not returnable, additional instructions will be provided in an email. All return requests for defective products must be accompanied by photos of the defect and the product(s) must be returned as per the emailed instructions. Please be aware the return authorization will expire within 30 days from the date of issue, therefore items should be returned as quickly as possible upon receipt of the RA.
  • Replacement/Credit: Replacements are only issued upon request and will require a new order to be placed. A full credit will be applied to the original invoice. If replacement is not requested, a full credit will be issued to the original invoice. If Surya requires you to return the item, credit will be applied after return receipt of the item.
  • Packaging/Labeling: Clearly mark package and/or return document with RA#. All products being returned must be in original or equivalent packing (8 mil. plastic tube for rugs; box or 4 mil. plastic for pillows, throws and poufs). Hardline accessories must be returned in complete original packaging. Lack of proper packing material results in damaged product during return transit and refusal of credit request.
  • Credit Memos: Credits issued in the form of a credit memo will remain on the account for future use only if the invoice has been paid. If an invoice has not been paid, the credit memo will be issued back to the original invoice to clear the balance. No check refunds will be issued back to the customer. Orders paid by credit card will see their credit memo balance refunded to their card.
 

WRONG ITEM/ITEM NOT ORDERED RETURNS:

If you have received a product that is deemed to be the wrong item or an item not ordered but shipped by Surya, we will work with you to resolve the issue immediately. For faster processing time, please click here to initiate the return authorization process.

CONTACT US WITHIN 60 DAYS OF DELIVERY OF A WRONG ITEM OR ITEM NOT ORDERED.

  • Process:Initiate a Return within 60 days of delivery to initiate return process. Be prepared with the following information to initiate a claim process:
    • Brief description of the item
    • Picture(s) clearly depicting the item of the product
    • Failure to do so will result in a denial of your claim or credit
  • Claim Process: Surya may or may not request for the item to be returned. If we require you to return the item, a Return Authorization Number (RA#) for your return will be emailed to you. For items deemed not returnable, additional instructions will be provided in an email. All return requests for wrong products delivered must be accompanied by photos of the wrong item and the product(s) must be returned as per the emailed instructions. Please be aware the return authorization will expire within 30 days from the date of issue, therefore items should be returned as quickly as possible upon receipt of the RA.
  • Replacement/Credit: Replacements are only issued upon request and will require a new order to be placed. A full credit will be applied to the original invoice. If replacement is not requested, a full credit will be issued to the original invoice. If Surya requires you to return the item, credit will be applied after return receipt of the item.
  • Packaging/Labeling: Clearly mark package and/or return document with RA#. All products being returned must be in original or equivalent packing (8 mil. plastic tube for rugs; box or 4 mil. plastic for pillows, throws and poufs). Hardline accessories must be returned in complete original packaging.
    Lack of proper packing material results in damaged product during return transit and refusal of credit request.
  • Credit Memos: Credits issued in the form of a credit memo will remain on the account for future use only if the invoice has been paid. If an invoice has not been paid, the credit memo will be issued back to the original invoice to clear the balance. No check refunds will be issued back to the customer. Orders paid by credit card will see their credit memo balance refunded to their card.
 

PAYMENTS:

  • Log-in to Surya.com to review invoices/pay outstanding balances.
  • Not paying bills on time may result in:
    • Your account (and outstanding orders) being placed on "hold."
    • Losing term privileges will result in re-applying for terms/credit.
  • Checks, wire transfers, money orders, and all major credit cards are accepted.
  • A $50 fee will be charged for returned checks.
  • A $15 charge will be applied when a credit card is not on file.

RUG SAMPLES:

  • Rug Sample Fixed Freight: A fixed freight cost (see chart below) will be applied on all 18” rug corner sample orders that contain an order quantity of 10 or less. The fixed freight applies to Standard Ground shipping only, any expedited orders will be billed at the actual freight cost.
 
# of Samples Shipped Fixed Freight Cost
1-3 $15.00
4-7 $20.00
8-10 $25.00
11+ Actual
 

SAMPLE RETURN POLICY:

  • Process: Initiate a Return within 90 days of delivery to initiate any 18” corner sample return process that is not under the Surya Rewards Sample Program. All merchandise must be accompanied by a RA#.
  • 18” corner samples ordered as part of the Surya Rewards program do not require a return but, if you find that you no longer need 18” Hand Knotted corner samples, we kindly request that you return them to us at no charge using the provided return shipping label.
  • 2’x3’ rugs ordered as samples may be returned in 60 days of invoice with a return authorization for full credit.
 

MADE TO ORDER ITEMS:

MADE TO ORDER PILLOWS & POUFS:

  • No cancellations, refunds or returns once order is acknowledged.
  • Freight will be billed to your account once the item has shipped.
  • Average lead times are 5-15 days.
  • Order on Surya.com.
 

MADE TO ORDER ART:

  • No cancellations, refunds or returns once order is acknowledged.
  • Freight will be billed to your account once the item has shipped.
  • Ready to ship in 3 weeks.
  • Initiate an order here.
 

CUSTOM LIGHTING:

  • No cancellations, refunds or returns once order is acknowledged.
  • A 100% deposit is required. Credit card authorization form must be filled out.
  • Freight will be billed to your account once the item has shipped.
  • Not all designs are eligible to be customized with ADA switch, USB port, and three prong outlet.
  • Minimum order units are required for custom lighting and will be confirmed at the time of quote.
  • 16-24 week lead time.
  • Email your salesperson or [email protected] for more information or to place an order.
 

CUSTOM RUGS:

  • No cancellations, refunds or returns once order is acknowledged.
  • A 100% deposit is required on all custom orders. Credit card authorization form must be filled out.
  • Freight will be billed to your account once the item has shipped.
  • If the rug is handmade, slight variations in design, color, and size are normal.
  • Production times are estimates and may vary.
  • Rug should be inspected immediately upon receipt and claims for freight damage must be reported within 4 days.
  • Not all rugs/designs are eligible for all custom rug programs.
 
  • MADE TO ORDER:

    • Email [email protected] to request a quote or place an order.
    • $500 minimum order.
    • Ship in as little as one week.
 
  • CRAFT BY SIZE:

    • Initiate a custom quote order by using this form.
    • A detailed quote will be provided with cost and estimated delivery time. The quote you receive will not include freight.
    • $500 minimum order.
    • Lead times vary with each order and construction type, please allow at a minimum 6 weeks or more. In some cases craft by size rugs can take up to 44 weeks.
 
  • CUT DOWN:

    • Email [email protected] to request a quote or place an order.
    • Edges are bound and serged with a different technique and material than the stocked item.
    • Ship in as little as one week.
 
  • FULL CUSTOM:

    • Email [email protected] to request a quote or place an order.
    • $5,000 minimum order.
    • 20-40 weeks lead time or more.
 

PRODUCT CHARACTERISTICS:

  • Handmade rugs may have slight variation in design, color, and size which are not considered defects. Shedding and/or sprouting are also considered normal, and will vary depending on the construction and content.
  • Machine woven rugs may have slight variation in size which are not considered defects.
  • • Textiles (pillows, poufs, throws, wall hangings, bedding) are handmade and may have slight variation in design, color, and size which are not considered defects.
  • Hardlines (lighting, accent furniture, art, mirrors, decorative accents) may have slight variation in color and finish which are not considered defects. Techniques which are done by hand (including, but not limited to: wheel carved, painted, hand blown, or hand thrown) will show slight variations from piece to piece which are not considered defects.
  • Outdoor Safe products that are damaged or aged prematurely due to negligence are not considered defective. Outdoor Safe products require regular care and cleaning, please refer to Surya’s care and cleaning manual for details.
  • Natural materials may have slight variations which are not considered defects:
    • Undyed wool varies in color from white to black in all shades of brown and grey. Wool is sorted by color before it is spun into yarn, but slight variation is unavoidable. This variation is most noticeable when the wool is undyed, but it also marginally effects the color of dyed yarn.
    • Jute, seagrass, sisal, and rattan vary in color depending on the season of the harvest. This variation is visible in both undyed and dyed yarn.
    • Since no two animals have exactly the same markings or coloration, every product made with hair on hide, leather, or sheepskin will have natural variation in shape, markings, and color.
    • Wood, mother of pearl, and shell display natural grains and colorations that result from the growth patterns of each individual organism. Any product made with these materials will be unique from piece to piece.
    • Marble, geodes, and stone are geological structures with distinctive veining/banding that result from thousands of years of natural formation. Any product made with these materials will be unique from piece to piece.
    • Recycled silk and sari silk are scraps of fabric (usually excess from the garment industry) which are sorted by color family. There will be significant color variation from piece to piece depending on the fabrics available at the time of manufacture.