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Privacy Policy

At Surface Threads, we understand that customer privacy and security is paramount for all transactions. To this end, only those who provide products and services to the customers will have access to the appropriate financial information.

To enhance our security measures even further, Surface Threads has included several safeguarding features with its website. Our system is equipped with Secure Socket Layer (SSL) certified technology, including full encryption services for sensitive information throughout all transactions as well as precise authenticated information and identity verification.

Accept Credit Cards

Backorder Policy

From time to time, Surface Threads may experience a high volume of customer requests. While we certainly wish to avoid any delays in our customers’ orders, we also want to ensure that those orders are addressed promptly and to the best of our abilities.

In the event that you receive notification that one or more of your items are on backorder, your order will be placed in queue until the item is ready to be shipped. We ask that our customers understand that any estimates for backorder delivery times are approximate and that extraneous events outside of Surface Threads’ control may prevent us from prescribing a specific receipt date. We would like to thank you in advance for your patience as we work with you to resolve this situation.

If you prefer to cancel your backordered item(s), please review our Cancellation Policy below.

Cancellation Policy

Please notify us as quickly as possible if you would like to cancel your order. If it is possible to stop your order at that time, we will notify you in writing that your cancellation request has been granted. All Surface Threads rugs are custom made to order; therefore, unless backordered, all items are non-cancelable. Note that backordered items often may arrive earlier than their advised delivery times.

If the shipment of your item is already underway, we will not be able to cancel your order at that time. Also, if you are unable or refuse to accept the delivery of an undamaged item, you may be charged for the shipping expenses as well as the returned item’s restocking fee.

If you have any specific questions regarding non-cancelable items or our Cancellation Policy please do no hesitate to contact us via phone 1-888-302-0534 or by email at info@surfacethreads.com.

Return Policy

All Surface Threads Rugs are hand-cut, and custom made to order by the finest craftsmen in the industry. For this reason, Surface Threads does NOT accept returns on any rugs. We are proud to offer samples to our customers, and encourage you to purchase a sample to ensure you are getting the rug you desire.

Online Image Quality: We ask that you understand that product images located on our website are presented as accurately as possible. Given the many types of computer monitors and the wide variety of settings and options therein, Surface Threads will not be held responsible for any discrepancies between the color and/or pattern of the actual product and what you see on your computer.

Damaged Items: To ensure the appropriate response, we ask that you refuse delivery of any damaged items in the presence of the delivery person by acknowledging the damage on the shipping documentation. If you find that your delivered item has been damaged during shipping, we offer our sincere apologies for your inconvenience and are willing to work with you to resolve the issue as quickly as possible. Contact Surface Threads immediately to notify us of the situation. Our representatives will not accept responsibility for damage on any item that has been signed for.

If you refuse to accept an item that appears in good standing, you may be charged the shipping fee as well as a restocking fee for the undamaged item. Restocking fee is 50% of the total item cost.

Defective Items: We highly advise our customers to inspect all received materials, keeping in mind a few common irregularities that may appear. The following characteristics should not be considered defects, and will not warrant a return.

Examples of common irregularities:

A few ‘plugs,’ i.e. fibers that have been tied off during the manufacturing process. Some irregularity in the ribs—some will be closer together, some farther apart. Slight bowing and variation in loop size. We allow up to 2” bowing on Natural Fiber Broadloom Carpet and Bordered Area Rugs. Due to construction and the nature of the fiber, some collections have been given bowing tolerances over 2” and require customer approval before shipping.

Visible installation seams, especially in patterns that are difficult to seam. This applies to broadloom carpet only- rugs are not seamed.

Color changes—all natural fibers eventually return to their original colors. Bleached products darken over time, and colored fibers fade. Avoid direct sunlight on natural fiber rugs.

Expansion and contraction—the hydroscopic nature of natural fibers means that they adjust to environmental conditions. They’re constantly moving. If broadloom (wall-to-wall) floor covering is purchased, it should be loose-laid for 24 hours in the room in which it will be installed, and at the temperature it will typically experience. This will let the fibers get used to their new surroundings. Customers often try to install carpeting as soon as they get it, only to find that they have to tell the installer to come back 24 hours later. To help avoid this situation, visit The Carpet and Rug Institute website at www.carpet-rug.com for a comprehensive view of most issues concerning carpet installation.

Color Variance- Color differences are more significant with natural fibers than with synthetic fibers. Materials from different rolls seldom turn out to be exactly the same color. Please order a sample in our design a rug tool to ensure product satisfaction.

Surface Threads bordered area rugs are made from broadloom carpet. Cuts are generally made by the valley of the ribs or along the ‘buried’ thread. Rugs can be slightly out of square due to the natural imperfections of the roll. Never pull bordered area rugs by the border.

Ribs of pattern can be horizontal or vertical due to the size of the rugs or the material. In some areas backing may not extend to the edges of the rug to achieve exact size.

Rugs are intended for indoor use only (unless otherwise noted) and should not be used in areas where moisture is present or ventilation is inadequate. Never use steam or wet shampoo cleaning methods. For outdoor use, we recommend our Veranda products. Residential use—all Surface Threads rugs are recommended for residential use only, unless otherwise specified.

Return Procedure:

A certain amount of normal wear and tear is expected of all floor coverings is expected with use. Because of this, Surface Threads cannot accept returns for any products that are damaged or soiled while in use. If your item is damaged during shipping or initially appears defective, please follow the instructions given below to return the item.

Please contact our Customer Service Department by phone 1-888-302-0534 or by email at info@surfacethreads.com to receive authorization for your return.

After receiving authorization, you will be given further instructions on how to package your item to ensure that it does not experience any further damage during its return.

Send the item back to us by following the specific instructions given to you after authorization. Customers may be responsible for return shipping costs.

Shipping and Processing

For your convenience Surface Threads offers free shipping on all of our rugs.

Most rugs shipped from our warehouse arrive within 13-15 business days from receipt of the order. Delays will be notified by mail or email. Occasionally, items will be ordered together but will ship from our warehouse separately. These items may not arrive at the same time.

Free shipping applies only to items being shipped within the contiguous 48 states.

Please contact us at info@surfacethreads.com if you wish to ship to Alaska, Hawaii, Canada, APO or FPO addresses, or if you wish to ship internationally. Rugs in the following sizes will be shipped via freight carrier: 11’x 16’, and 12’ x 15’.

For deliveries outside of the United States, the customer will be responsible for any additional taxes, custom or brokerage fees, and international costs experienced during shipment. If you would like to check on the status of your order, or if you have any other questions or concerns, please do not hesitate to contact our Customer Service Department by phone
1-888-302-0534 or via email at info@surfacethreads.com so that we may assist you.

Over-Sized Rugs

Some of our rugs are bulky and heavy. Rugs sized 11’ x 16’ and 12’ x 15’ must be shipped via freight carrier. Please note that delivery of these items is different than a typical small package delivery. LTL carriers will typically call to schedule a time range in which they will deliver your rug. The service includes delivery to your driveway only.

If your rug requires an In- Home Delivery, in which the rug is unloaded and placed in your home, an additional fee of $75.00 will be added to your order total. Please contact us at info@surfacethreads.com to make proper arrangements.

Rush Delivery

Rush delivery services are available for shipments within the contiguous 48 states at an additional charge. Please contact our Customer Service Department at info@surfacethreads.com for more information on rush delivery.

Sales Tax

The appropriate sales tax will be added to the total order price for customers shipping to California, Georgia, Kentucky, and Utah.

Price Matching

Surface Threads is committed to offering our customers the lowest prices possible on our wide range of attractive products. Because we value your business, we offer a Price Matching Guarantee to all of our customers. If you order an item from Surface Threads and find the same item (i.e. the same model and vendor) advertised with one of our competitors for less, send us a copy of the advertisement or catalog description or a link to the appropriate website within 30 days of your purchase, and we will gladly reimburse you for the difference in retail price, excluding any shipping or processing costs.

Please note that coupon offers (including percentage discounts or free shipping/processing fees) and re-sale/auction offers are not included with our guarantee.

If you would like to submit a request in response to this guarantee, please be sure to include the following information to ensure that your request is processed accurately and quickly: your order number, our item number, our price, the competitor’s name, the competitor’s item number, the competitor’s item description, a copy of the advertisement or a link to the appropriate website, the competitor’s price. Upon receiving and confirming this request, Surface Threads may take up to 1 month to satisfy your claim.

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32 West 200 South  Suite 347   Salt Lake City , UT  84101   PH 1-888-302-0534
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