TERMS & CONDITIONS OF SALE
| Time of Purchase |
The Surroundings team takes every precaution to avoid any mistakes during the custom ordering process. You will be provided the room layout and product diagram, which must be approved via DOCUSIGN, before placing your order with the maker. Please check to make sure there are no errors in model numbers, product names, and/or other details (i.e. fabric color, wood or metal colors. nail heads, welts, leg options, etc.) regarding your order. Cuttings are available through the upholstery manufacturer at no cost, a sample will be sent to you from Surroundings upon each order being approved. Pictures are provided on every item on the “DocuSign” that you will receive. Please note shading and dye lots can vary slightly between sample and actual fabric/ leather used. Surroundings cannot be held responsible for any discrepancies after product approval, and once the order is processed. Once you approve the merchandise, Surroundings requires a 50 percent deposit per item, before placing the order with the maker and securing production time. Surroundings will contact you with regular updates monthly regarding the production status. At the six-to-seven-week mark, we expect to have a n anticipated arrival date for each item ordered and will advise you during the second update. Please keep in mind your order is custom - an original product based on a collaborative design, all with your input. Surroundings allows 72 hours from the order date and approval, for any changes to be made. Once the maker receives and processes your order, they will not allow Surroundings to make any changes or cancellations. Unfortunately, Surroundings cannot return merchandise specially ordered or custom-made for you and approved by you. In almost all cases NO item can be returned for a store credit, refund, or sent back to the maker. Once your purchase is made all updates and product information is provided by Surroundings support staff. In most cases your designer doesn’t have the most up-to-date information regarding your order, the customer service and operations team does. Please feel free to reach out to our customer service team for any information at cs@surroundings- interiors.com.
| The Right Fit |
Surroundings will provide you with measurements for each product ordered, along with a simple diagram for you to measure each opening in your home so the merchandise you ordered will fit into the final space it is supposed to be placed in. Please measure all openings within 72 hours of your purchase to ensure the product fits into the desired final space. For a nominal fee, we will send one of our team members to your home to check measurements and confirm your selections are indeed able to get to the specified space. Surroundings will not accept any responsibility for merchandise that does not fit into the desired space; it is solely the responsibility of the purchaser to ensure the merchandise will fit into the desired space and through all entries. As mentioned above, should you elect to have us schedule a visit, the fee for a local check is generally $50. Should you elect to have that visit, Surroundings will at that point assume all responsibility to ensure merchandise will indeed arrive at the desired space.
| Store Merchandise |
Surroundings has many one-of-a-kind items for purchase in our showroom. We have dining slabs from all over the world, special stone tables, along with many other one-of-a-kind items. If you purchase a product from our in-stock showroom inventory, we require payment in full at the time of purchase, allowing us to mark the item as “SOLD”. We do not accept partial deposits for in-stock inventory. If you change your mind, there is a 5-day grace period, which allows a full refund. If your delivery is within one week of purchase Surroundings will accept all showroom non-upholstery items to be returned for full credit less ALL delivery fees.
| Custom Orders |
Surroundings requires a deposit of fifty percent for custom-made products in order to secure materials and process the order. Should any changes occur regarding your purchase, there is a 72-hour window for cancellations of custom-ordered products. Should cancellations occur for any reason after the five-day period, the 50 percent deposit is no longer refundable. All vendor in-stock rugs and wallpaper must be paid for in full at time of order, wallpaper and rugs are not returnable or cancelable under any circumstances. At the time the completed custom product arrives and passes our inspection, Surroundings will provide you with pictures of your product should you request them. At that time, the remaining balance is required in full. Surroundings will hold the completed product in our secure warehouse free of charge for up to 30 to 45 days, provided the full payment has been made. After 45 days Surroundings reserves the right to access a $50 per item per month storage fee.
| Artist Discretion |
In the world of artistry and products being made, there are never two things alike. While our experienced designers plan for your custom item to have a specific look, our world-class craftsmen have their own interpretations and creative challenges; no one piece of wood or one-of-a-kind item is alike. Considering the possibilities of the artisan’s artistic discretions, combined with your requests, craftsmen use their own artistic thoughts and vision when creating your custom items. While Surroundings does everything in its power to deliver similar wood grains, stains, and slabs, for each custom-made piece, the craftsmen always make the final decision during the creation process. Therefore, due to the wide range of possibilities for artistic renditions on items, Surroundings does not represent, warrant, undertake, or guarantee that the final product will be the exact sample as displayed in our showroom, website, or designer rendering. Keep in mind, that natural wood is different from piece to piece and might look somewhat different from piece to piece. Sample wood products need to be signed off by the purchaser to ensure approval before the product being made should the customer desire. There might be a nominal fee for a wood sample to be made.
| Production Time |
With almost three decades to celebrate, Surroundings has created many wonderful relationships with world-class craftsmen and makers. Our team works diligently with each artisan to ensure the fastest possible production times. Upholstery production time is generally between six to ten weeks considering both the maker’s schedule and leather/fabric availability. Custom cabinets, slabs, and merchandise from out of the country can take up to 16 weeks before delivery to our warehouse. You will receive updated estimates for product arrival from Surroundings, four to six weeks from the order date. Under no circumstances will Surroundings be held responsible for craftsmen or manufacturer delays due to issues beyond our control. For non-custom orders, Surroundings will not be responsible for backorders or other production delays due to trucker or maker delays. The makers always have the final decision during the creation process, after all we only work with experts in their field. Therefore, due to the wide range of possibilities for artistic rendition on items, Surroundings does not represent, warrant, undertake, or guarantee that the final product will be the exact sample as displayed in our showroom, website, or designer rendering.
| Delivery |
Once your merchandise is paid for in full, a member of our operations team will schedule your delivery. In preparation for receiving your items, Surroundings asks that at the time of delivery the entry area be cleared to allow our team to deliver your new merchandise safely and efficiently. Due to insurance regulations, our delivery team is unable to move anything in your home without prior notice and approval from Surroundings’ management. There is a fee associated with moving customers’ furniture in the home. For us to allow time for unexpected delays,
Surroundings provides a delivery window of two hours. You will be notified before the scheduled delivery time if there are any expected delays. Our delivery team will call you approximately 20 to 30 minutes before their arrival. Please allow 90 minutes at the end of your allotted two-hour delivery window for your personal scheduling purpose so Surroundings can provide a smooth and safe delivery.
| The Unexpected |
In the unlikely event that damage occurs during the delivery, do not worry, we have the issue covered! We work with the most professional artisans, fabric upholsters, leather care, and furniture touch-up and cleaning companies in the area. We always collaborate with our world-class craftsmen to get any issue corrected. Our team has it covered! We've delivered thousands of pieces over almost thirty years in business so please be patient. We generally know how to resolve issues.
| Care & Warranty |
Every upholstered product, leather, or fabric has care instructions from the maker. Please be sure to follow care instructions to maintain product quality. If you are not sure what the care instructions are, please call Surroundings and we would be happy to send them to you. For wood, we offer and highly recommend a special biodegradable product from Vermont. All products made for you by an upholstery company have specific warranties. Most leather and fabric warranties last one year from the date of purchase, other product warranties may vary. Surroundings will do everything possible to handle warranty issues through the maker, though we cannot and will not be held responsible for any issues regarding the manufacturer’s warranties. Surroundings is happy to extend third-party warranty/service plans within seven days of your delivery. If you have concerns about your furniture, consider asking a Surroundings team member about the various third-party warranty options.
| Payments |
Surroundings Interiors accepts credit card payments up to, but not exceeding $20,000 for total payments, per customer, per year. Any payment exceeding $20,000 must be made in the form of a check or a direct wire transfer. Final payments on orders may not be made with a credit card. Wire transfers or checks are only accepted before delivery.
| A Final Note |
Surroundings appreciates each customer and values your business. The above information is provided to ensure a smooth process. While we know issues might occur, please understand Surroundings always works toward resolving any problems with professional and mutually acceptable results. After almost 30 years in business, our goal is to always have happy customers enjoying their purchases. Please feel free to reach out to our team should you experience any issues with your purchase. We thank you for your business and appreciate your purchase at Surroundings. We look forward to seeing you again!
The Surroundings Team