Question 1

Return Policy

Accepted Answer

RETURN POLICY
Surya/RSC Inc. stands behind every product we sell with a goal of 100% satisfaction for “you” the customer. From time to time, there may be an issue with a product. We have designed our return policy to ensure that any problem is efficiently resolved.

Inspect your order carefully upon receipt with the driver present. Any damaged items should be signed for as damaged at delivery and noted by carrier.

RMA numbers are required for all returns to Surya/RSC. If the shipment is not signed for as damaged, we will be unable to process a claim.

Please note the steps in our return below.

Damaged or Lost in Transit:
While the driver is present, inspect your order carefully.
Products damaged in transit must be signed for as damaged at the time of delivery. 
RSC Inc. & the shipping company cannot be held liable for any damage if the BOL/shipping document has not been noted with the damage.
Verify your BOL/shipping document for number of packages and note on BOL/shipping document any items which have not been received.
Email RSC INC. immediately after you signed the shipment as damaged with pictures. Keep all receipts with driver signature for damaged or short shipments. 
Non-Defective:
Please email RSC INC. within ten (10) business days from receipt of merchandise if you are dissatisfied with your purchase.
A 20% restocking fee will be charged for all non-defective product. Please note that clearance and custom products cannot be returned.
Non-defective products must be returned in the original or equivalent packaging. Any non-defective product returned damaged or without proper packaging will be refused.
For your protection, we recommend that all returns be sent back with a traceable tracking number.
Any non-defective product must have an RMA number on the outside packaging to receive credit. Any product returned without an RMA number will be refused at the customer’s expense.
Credit, minus 20% restocking fee, will be issued when the returned product is received and deemed non-defective by RSC.

Defective:
Inspect your order carefully upon receipt, damage must be reported within ten (10) business days.
Please email RSC Inc. to request a claim form if you discover at the time of delivery, a defect in your product. Please include pictures of the entire product, the defect and the label. 
Once RSC Inc. has reviewed the claim, we will advise a replacement.

Samples:
 Full price samples may be returned within 60 days from receipt of merchandise with an RMA number issued from RSC.
The customer is responsible for all freight charges associated with receiving and returning any sample.
Samples must be returned in the original or equivalent packaging. Any sample returned damaged or without proper packaging will be refused.
For your protection, we recommend that all returns be sent back with a traceable tracking number.
Any sample order must have an RMA number CLEARLY MARKED on the outside packaging to receive credit. Any sample returned without an RMA number will be refused at the customer’s expense.
Credit (not including freight charges) will be issued when the sample is received and processed by RSC.
No Returns on Clearance Products

Please Note:
All product (defective or not) must be returned in proper packaging.
8 mil gauge plastic for all rugs (4 mil gauge plastic is acceptable but rug must be double bagged)
Box or 4 mil gauge plastic for pillows, throws and poufs
Wall art/mirrors/lamps/vases, etc. require original box with all items to protect during return shipment

Question 2

Shipping Policy

Accepted Answer

Rugs, Lighting, Textiles, Wall Décor, Home Accents:
-          Free shipping for minimum $300 in stock orders (before tax), with an exception for oversized rugs and furniture. A $30 freight charge is added to orders under the $300 minimum.
-          All orders shipped to a residential address will incur a $10 drop ship charge.
Oversized Rugs:
-          Rugs larger than 8 feet or 96 inches in width are charged an oversized rug fee:
o   Residential Deliveries: $120 per Shipment
o   Business Address: $40 per Shipment
Furniture:
-          All products listed under the category “Furniture” are subject to an additional freight % depending on the shipping location. See chart for freight % and locations.
-          If tailgate is required for delivery a $55 tailgate charge will be added to each shipment. 
-          We offer residential delivery for an additional $250 charge. Delivery is threshold meaning the first secure and dry area of the property such as driveway, garage, or porch. No White Glove delivery available.
 
Please refer to Metro Listings (page 3) to confirm your shipping location. If your destination is not listed or is considered a remote area, please contact us for further assistance.
 
Backorders:
-          All backorders must be over the $300 minimum in order to receive free shipping even when ordered with In-stock items that meet the minimum requirements.
Residential Deliveries:
-          All orders shipped to a residential address will incur a $10 drop ship fee.
-          Residential deliveries of oversized rugs will incur a $120 fee.
-          Residential furniture deliveries will incur a $250 fee. Delivery is threshold only, meaning items will be delivered to the first secure, dry area of the property (such as a driveway, garage, or porch). White Glove delivery is not available.
-          If your order contains multiple product categories, only the highest applicable residential delivery fee will be charged.
Please note:
-          Orders from Surya and Global Views will be processed separately, as they ship from separate locations.

METRO LISTINGS – QUEBEC
Metropolitan Montreal
 
 
Metropolitan Quebec
 
 
METRO LISTINGS – ONTARIO
Metropolitan Toronto
 
 
Metropolitan London
 
 
Metropolitan Ottawa
 
 
Metropolitan Barrie
BARRIE
METRO LISTINGS – BRITISH COLUMBIA
Metropolitan Vancouver

Question 3

Claims

Accepted Answer

If you discover an issue with your rug that is not an common issue inherent in our products listed below, please fill out RSC Claim Form and send to customerservice@rscinc.ca.  Please note:

Claims must include photos; at least one of the complaint, and one of the product label
Claims will be processed withing 7-10 business days of receipt of form and photos
Products must be returned withing 30 days upon approval
Claims will be final once inspected at RSC Inc. 
Freight charges may apply

Some variations in size, colour, weave are natural for handmade items and this does not reflect as imperfections of any kind. There are common issues inherent in our product that needs to be explained to consumers.

The issues below are not considered defective and nor reasons for the product to be returned.

Shedding - All wool rugs will shed. Hand knotted rugs will shed less than tufted. 
Sprouts - Loose fibers are common in hand made rugs. Clip with scissors. 
Creases in rugs - Should disappear in a week or two. Try reverse rolling. 
Fading - Rugs in direct sunlight will fade out over time. 
Rotate your rug. Wear - Rotate rugs every 3-6 months due to traffic. 
Odor - Rugs recently removed from bag may have odor. This will dissipate in a week
Vacuuming - The most damaging effect on area rugs is vacuuming. Extra care must be taken when vacuuming your rug. High powered vacuums will pull threads out of the back of rugs and cause the face of your rug to fuzz. To solve this problem, turn the beater bar off on your vacuum or if it can not be turned off have it on the highest setting. 
The serging on the edges of rugs are very sensitive. Running the vacuum over the edges will cause the serging to deteriorate and fibers will come  loose around the edges. To solve this problem, carefully place your vacuum on the edge of the rug.
The fringes on the ends of rugs will be destroyed by all vacuums. To solve this issue, use the handheld attachment to clean fringes.

If RSC deems that the rug can be professionally repaired, we will send you the repaired rug.

Question 4

How to place an Order

Accepted Answer

To place an order you can email orders@rscinc.ca

Please include:
Account Name (Company Name)
PO Number
Ship to Address
Item Name
Item Code
Item Colour & Size

Your order will be submitted and a confirmation will be sent out within 1-2 business days.

Question 5

Payment Options

Accepted Answer

Customers have the options to pay with Credit Card, EFT, or E-Transfer

We accept the following credit cards:
Visa
Mastercard
American Express

Frequently Asked Questions

Return Policy

Shipping Policy

Claims

How to place an Order

Payment Options

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