TERMS OF SERVICE 

This document outlines the terms and conditions between the customer and Saumarra, confirming the roles and responsibilities of both parties, and our mutual understanding of the engagement's objectives and limitations.

SAUMARRA WORK PROCESS OVERVIEW

Ordering:

As a customer, it is your responsibility to confirm the accuracy of selections for both online and phone orders, understanding the unique choices and measurements involved in our products. We are here to assist, but please seek contractor help for the precise measurements of your custom door and other products we offer.  

Payment:

Saumarra requires a 70% upfront deposit on all custom orders, covering expenses like 3D models and material acquisition. The remaining 30% is due before shipping, with tax and shipping costs added to the final invoice.

Production:

Once we understand your specifications, We provide a technical drawing for you to approve.  After approval, the door enters production as a signed Final Work Order, with the customer accepting liability for the final door size, wood, and finish choices as indicated. (Two drafts are complimentary; additional drafts incur fees of up to $250 each). 

The signed Final Work Order and accompanying price is honored for thirty (30) days, beyond that date, Saumarra reserves the right to re-quote a price.

Lead Time:

Lead times are estimates, not guarantees. Shop drawings are issued chronologically based on order dates. Extensive revisions may incur additional charges. Customer review delays may extend quoted lead times. The quoted lead time starts upon receiving signed work order drafts and commences production.

'Rush' orders incur additional fees and are prioritized. Shop drawings are issued within 3 business days, and customer approval within 1 business day is essential. Delays extend quoted lead times.

Shipping:

While the customer is responsible for all shipping costs, Saumarra aims to provide a seamless shipping experience for your custom wood doors. We work with a number of vendors to ensure the proper crating, handling, transport, and delivery services to our customers. 

For more detailed information on shipping and delivery, please refer to our Shipping Policy and Information. If you have any questions or require assistance, feel free to reach out to our customer service team at info@saumarra.com

CUSTOMER RESPONSIBILITIES

Customer responsibilities include confirming materials selections and design before ordering, approving product work orders and transactions, and providing accurate and timely information. Any unwritten promises not agreed upon by both parties and senior management may not be honored.

Upon Product Delivery:

Inspect orders within 48 hours for shipping damage or missing parts. Notify Saumarra promptly to file a shipping claim.

Damaged Orders and Missing Items:

For products damaged during shipping, please contact us at info@saumarra.com within 48 hours of delivery to initiate a shipping claim. Include pictures of the damage in your email for verification. We cannot be held responsible for items missing after delivery.

Report lost or missing items within 48 hours of delivery.

Insurance on all products is the responsibility of the client and should be addressed and contracted with the vendor prior to shipment.  

Installation:

Saumarra is does not fabricate hardware and is not responsible for installation. Customers are responsible for inspecting products before installation. We strongly recommend that the customer contract with a licensed professional carpenter or general contractor to select and install the proper door hinges and/or framing. Saumarra is not responsible for installation or removal costs.

Shipping Policy:

Customer is responsible for shipping and crating costs. Saumarra aims to provide a seamless shipping experience for your custom wood products. Please note the following shipping guidelines:

Oversized Crates: Saumarra is not responsible for additional costs associated with the delivery or pickup of oversized crates. 

Additional Delivery Charges: In some cases, an extra fee may be arranged directly with the freight company for delivery beyond the curbside. Saumarra is not responsible for this cost, and if desired, it should be coordinated directly with the carrier.

Shipping Damage:

For products damaged during shipping  please contact us at info@saumarra.com within 48 hours of delivery to initiate a shipping claim. Include pictures of the damage in your email for verification. We cannot be held responsible for damage or items missing after delivery.

Insurance on all products is the responsibility of the client and should be addressed and contracted with the vendor prior to shipment.