Surya Castille Classic Hand Hooked Rug

Shipping

All orders are processed within 24 hours and tracking information will be provided within 2-7 business days. Unless noted as a Pre-order. Pre-orders have expected ship date noted on product pages.

SMALL PARCEL: All products ship FREE via standard ground delivery. Shipping times vary among brands and products. General shipping for in stock items is within 1-2 weeks. You will receive tracking via email once your order ships.

FREIGHT SHIPMENTS: Furniture and oversized items that require freight delivery can take an average of 3-6 weeks AFTER it leaves the factory. This timeframe is the average and not guaranteed. Some deliveries may take longer depending on the destination. You will receive tracking and delivery instructions via email once your order is prepared to ship. ALL freight deliveries require a signature.

We offer FREE curbside delivery. Some deliveries may be Threshold delivery to your garage, porch, or entrance. Threshold delivery is not guaranteed. Curbside and Threshold delivery carriers will NOT enter your home, carry deliveries upstairs or assemble under any circumstances.

Products noted as “Free White Glove Upgrade” will include White Glove delivery to your room of choice, light assembly, and packaging removal. If you are interested in upgrading your order to White Glove delivery, please email us at info@paynesgray.com for a quote.

Please measure your space (doorways, elevators, stairways, etc.) before buying products from Paynes Gray to ensure that they will fit into your home. If a product does not fit, it will be sent back to us and shipping, return shipping and a 15% restocking fee will be deducted from your refund.

CUSTOM ITEMS: Custom items are noted as custom and/or made to order on the product pages. Specific custom lead times are also noted on individual product pages. Shipping lead times on custom items go into effect after the custom item has been made and is ready to ship. Free shipping applies to the 48 contiguous states only.

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Cancelation

In order to fulfill your order quickly and to reserve your product, we process orders right away. All orders are processed within 24 hours.

We understand you may need to cancel or modify an order and we will attempt to do so but we cannot guarantee cancelation of any order once it has been placed.

We cannot cancel any orders after they have been picked and packaged OR if you have received order shipment tracking.

Products noted as made to order or custom may not be canceled.

Please note: If you refuse a shipment due to buyer’s remorse, you will be refunded minus the original shipping, return shipping and a 15% restocking fee.

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Returns

Paynes Gray will gladly accept your return within 15 days of delivery. (*Exclusions apply.) Please email info@paynesgray.com for an RA# and return instructions. Any return requests for items delivered over 15 days prior will be denied. All returns must be received within 15 days of receiving your RA#. Any returns received after 15 days of the RA# request will be refused and returned to sender. You are responsible for return shipping costs.

All returned items must be in new, unused condition with all tags and packaging in tack. Any returns that are damaged, noticeably used, soiled, or altered will be returned to sender.

Return tip: if you are shipping an item over $75, consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, and therefore cannot guarantee a refund.

Exclusions: We do NOT allow returns on furniture, lighting, mirrors, wallpaper, wall art, Bella Notte, One for Victory, Redford House, Square Feathers, Spicher & Co, Noir, rugs over 8’ x 10’, multiples of 4 or more of the same item, items that ship via freight, custom made to order items, clearance “Final Sale” items, special order items and gift certificates.

We do not allow buyer’s remorse returns for items that require freight shipping. If you refuse a shipment due to buyer’s remorse you will be refunded minus the original shipping, return shipping and a 15% restocking fee.

REFUND: Your refund will be the order total minus the original outbound shipping cost which were originally covered by Paynes Gray. All original actual shipping charges are non-refundable and return shipping costs are the responsibility of the buyer. For eligible returns, your refund will be processed within 72 hours of receiving the return, and a credit will automatically be applied to your original method of payment within a 1 business day. 

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