FAQs

How/When does my order ship?
Orders are shipped via Fed Ex, UPS, or USPS. Estimated lead times are stated for each product on their respective pages. Please note that this is just an estimate, not a guarantee. If you have a specific deadline, please contact us prior to making the purchase and we will do everything possible to meet your request. Items that say "Ready to Ship," are generally in the mail within 3 business days of making the purchase. Unless otherwise specified, we will plan to ship your order as soon as it's ready - even if it is earlier than the estimated lead time.

Can my order ship/arrive on a specific day?
Most of our items ship via Fed Ex or UPS and we're not able to control the specific day your order arrives. If need be, we can hold your order for up to 30 days after it's done at no additional cost. Beyond 30 days, we charge 3% of your order value per month as a storage fee.

Can you Rush an order?
In some select cases we are able to ship items much faster than the standard lead time. If you need an item much quicker than the stated lead time, please contact us directly prior to placing an order and we'll let you know if it's possible - and what the rush fee is.

Do you ship internationally?
We ship worldwide. Some items are able to be calculated at checkout for shipping to most countries. Some larger items are not able to be calculated automatically. If you are interested in purchasing an item that doesn't have an available shipping method listed, please contact us directly for a quote.

What if my item(s) arrive damaged?
We insure all shipments. If something is damaged, you must notify us within 5 days to qualify for a replacement. Keep all of the original packaging. In most instances we will need a few photos to file a claim with the shipping courier and the shipping courier will need to collect the damaged item(s) and the original packaging. We are unable to provide replacements if the damaged item(s) and packaging are not made available to the courier.

Do you allow returns or cancellations?
No. Once and order has been confirmed, production has begun and your items are in the works. We don't accept returns or allow for order cancellations for any reason.

My order shipped with a different courier. What gives?
We have different schedules for pickups with Fed Ex and UPS. On rare occasion we may use a different courier than what you choose at checkout if it means we can get your order delivered sooner. If you require a specific courier, please notify us by replying to your order confirmation email and we'll do our best to honor your request.

Do you accept payment terms?
On select orders above $25,000 USD we allow for a deposit to be paid at the time of the order, with the remaining balance due before the order ships. All deposits and partial payments are non-refundable. If you’re interested in discussing payment terms for a large project, please contact us.

Can you customize your products?
In some instances we are able to make customizations to our products. More involved customizations often have a minimum order requirement. If you're interested in customizing one of our items, please get in touch.

Have any other questions? Feel free to get in touch with us here.

Warranty

Warranty Coverage
This Limited Warranty covers any defects in material or workmanship under normal use during the Warranty Period. During the Warranty Period, Souda LLC will repair or replace(at Souda’s discretion) products, parts, and components that prove defective due to improper material or workmanship, under normal use and maintenance; Souda will repair or replace the aforementioned product, part, or component with a comparable product, part, or component. Shipping, packaging, installation, and uninstallation costs shall be borne solely by the purchaser.

This warranty extends only to original purchasers who acquire new products from Souda, or a Souda authorized reseller. Items that are sold as Factory 2nds, Samples, Floor Models, or in as-is condition are considered final sale and are not covered under this warranty. Proof of purchase must be provided to receive any services under this Warranty.

Warranty Period
The Warranty Period for Furniture, Lighting, and Accessory Products purchased from Souda LLC is 1 year from the date of purchase. A replacement product or part assumes the remaining warranty of the original Product.

Warranty Exclusions
This Limited Warranty does not cover any problem that is caused by:
- Conditions, malfunctions or damage not resulting from defects in material or workmanship
- Repairs necessitated by use other than normal commercial/residential use
- Damage resulting from misuse, abuse, accidents, alterations, or improper installation
- Corrective work necessitated by repairs made by anyone other than a Souda LLC authorized service technician.
- Natural variations in wood grain or other natural materials or the presence of character marks
- Changes in surface finishes due to aging or exposure to light
- Failure resulting from normal wear and tear
- Malfunctions or damages that are present at the time of purchase or caused by shipping which are not reported within 3 days of receiving the item.