Customer Service
- Payment
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We accept the following forms of payment:
- Visa
- MasterCard
- American Express
- Discover
- Pay Pal
- Google Checkout
- Money Order
- Personal Check - Please allow 10 business days for the check to clear.
Coupon Codes and How to Use Them:
Occasionally we offer coupon codes for additional savings!
Using the code is easy:- Just shop and check out as you normally would.
- When you get to checkout, enter your coupon code in the space provided. Once you have entered the coupon code and click "Apply" you will see a message confirming that the coupon code has been applied and the discount will be taken off your order total.
- If there is any problem with the promotional code you've entered, an error message will appear. This message will let you know how to correct the problem before you can continue to check out.
When will I be charged?
- When you use a credit card to pay for your order you are pre-authorizing Surplus Décor to hold the funds in the amount of the item(s) you are purchasing. These funds may or may not show available in your account depending on your Financial Institution. However we do not actually charge your credit card until your items have shipped.
- If you order an item that is currently on back order, we will charge your card for the purchase amount at the time of the order. This insures your item is reserved for you in our system.
- If you are paying via Pay Pal or Google Checkout those funds are captured as soon as you provide your credit card information.
- Order Tracking
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How can I track my order?
You can always track your order, simply by logging into your account. Click the "My Account" link at the top of SurplusDecor.com. Here you can view your order and the current status.
Order Status: Please see below the different types of “order status” you may be viewing:
Order Processing: As soon as you place your order it will show “processing.” This means your order has been entered into our system. Your payment method has been verified. However the order has not been sent to shipping. Orders that are in the “processing” stage can be changed or cancelled by contacting us at 1-877-226-7027 or via email support@surplusdecor.com
Pending Shipment: We have processed your order and have sent it over to one of our many warehouses to be packed and shipped. When your order is in “Pending Shipment” any change or cancellation must be requested immediately. We will then notify our warehouse directly to hold, change or cancel the order accordingly. We will need to receive confirmation from the warehouse to ensure the item(s) was not shipped.
Shipped: Order has “shipped” from one of our many warehouses and is in route to your shipping address. You will be provided with the Tracking number and the Shipping carrier that is delivering your order.
Partially Shipped: As we have many warehouses, parts of your order may ship at different times. This may mean you will receive separate tracking numbers for your order or this may mean we have shipped the “in stock items” and holding the backordered items.
Backordered: This means your order may be temporally out of stock or some of the items may not be available to ship. When your order is placed on “backorder” we reserve the inventory/stock for your item(s) until they are available. You will receive an email notification or phone call with in 24 hours of placing your order to advise if an item is on backorder. You will then be able to advise us to cancel or change your order before it ships out. If at any time you need to change or cancel your backorder please call Customer Service 1-877-226-7027 or email us support@surplusdecor.com
- Checkout
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Excellent! You have made your selection with Surplus Decor. Simply click “Checkout” to place your order. All of the products in your shopping cart will appear in your order during checkout. At this time you can edit your order to change item quantity or remove an item if necessary. Also be sure to enter any coupon codes for additional savings!
During checkout, you will be asked to provide the following:- Your e-mail address and to create a password, to secure your personal account.
- The billing address as it appears on your credit card statement.
- Your shipping address where you would like your items delivered.
- Your preferred shipping method.
- Your Payment method.
Express Checkout: Once you have registered with us you can save your credit card, billing and shipping information on our secure server. This will save you time for your next purchase as you will not need to retype all of your information at check out.
Placing an Order by Phone: If you prefer not to order online, you may call and speak with any of our helpful customer service agents who will be delighted to take your call. Please call us with your request at 1-877-226-7027.
Address Validation: To ensure that your order ships to the correct address, we will link the shipping address you have entered with the U.S. Postal Service's database to confirm you have provided a valid address. If we identify any typos or errors in the address in which you provided we will send you an email notification. Once we receive your response we will make the necessary changes and process your order accordingly. Please note this may cause a delay in your order processing so your prompt reply is important. - Cancellations and Exchanges
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Cancellations:
If you need to cancel your order at any time prior to shipping please call us at 1-877-226-7027 or email us support@surplusdecor.com
If you need to cancel your order and it has already shipped please call us or email your request. Please note you will be responsible for all shipping charges applicable in returning the item(s) back to us. We would simply deduct the return shipping charges from your refund.
Please allow 10-15 business days for your refund to be processed.
Exchanges:
For Sinks, Faucets, Accessories, and Shower Panels: In order to set up your exchange you need to receive an RMA (Return Merchandise Authorization) number.
To receive your RMA number you can call our friendly Customer Service Department at 1-877-226-7027 or email us support@surplusdecor.com.
Once you receive the RMA number you will need to enclose a note inside the box of the item(s) you are exchanging with the following:- RMA number provided to you
- Your first and last name
- Your order number.
All items must be returned in the original box with all the original packaging and materials. There should be no writing or markings on the Manufacturers box. Your return must be packaged the same way you received it. This is to avoid shipping damage.
Surplus Decor will set up and pay for the return shipping charges provided you are exchanging your item(s) with in 30 days of receiving your order.
If you have had your items for more than 30 days you will be responsible to ship your items back to us at your expense, in the original box, with all the original packaging and paper work.
Once we receive your item(s) back it will be inspected. If it is returned in 100% condition we will send out the new item. - Backorders
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We are devoted to shipping you our product(s) as quickly as possible. In very rare circumstances; an item may not be available to ship within our specified time frame. This will therefore result in a backorder. If this occurs, we will do the following:
- Inform you via email or phone which item(s) are on backorder, and the estimated time when the item(s) will be available to ship. The email and/or phone call will be sent to you within 1 business day of the order placement.
- As per your request, we will then hold the items on backorder until the item(s) are back in stock. If you have multiple items on your order we can ship the items that are available now and hold the order open for the item on backorder.
- Backorders can be cancelled prior to shipping at any time. Please simply contact our Customer Service Department as soon as possible if you need to cancel your backorder. You can send an email to support@surplusdecor.com or call us at 1-877-226-7027. You will receive an email confirmation or phone call confirming the cancellation of the backorder.
- If you purchase a back ordered or pre-sale item we will charge your card at the time of purchase. This insures that the item is reserved for you in our system.
