You may place an order with Sang and Serena via telephone, fax, or e-mail at any time.  Contact them at your convenience to receive a downloadable order form.  Once you have compiled, signed, and returned the form and Sang and Serena have acknowledged their receipt of it, your contract will be complete and they will begin the process of having your piece(s) made and/or sent to the location of your choice.

To the trade: please inquire.

Payment

Upon contract completion, full payment for the order total will be processed.  A full order consists of the product total and the market-rate, shipping and handling cost of the delineated pieces. (See Delivery for details.)  Your up-front payment will ensure that the artisans making the good(s) that you have ordered receive remuneration for their work as they proceed.  Virginia Sales Tax will be added as applicable.  Sang and Serena accept checks and credit cards (Discover, MasterCard, and Visa only).

Lead Times

furniture
Sang and Serena Company operates on a handmade-to-order basis; thus, in the majority of cases, your order will be made specifically for you once it has been confirmed.  The length of the lead time ensures that the artisans making your piece(s) work within a normal standard of hours per day and week, and that they place the highest attention possible to your product(s) during the crafting period.  Lead times are also largely dependent upon the laws of nature, international trade, and the universe— no puns intended.  During the rainy season in India, inlaid products do take a bit longer to make; shippers might hold containers until their boats are full or close to it; someone at customs may or may not decide to hold shipments for additional exams.  But not to worry: Sang and Serena follow and manage every step of the importing process, and will also guide you through each as closely or intermittently as you would like.  That is their job and their pleasure in working with clients on a cross-continental level.

This having been stated, the following relays the minimum, maximum, and average lead times* for your furniture order(s):

*Please note that orders can be expedited with an air shipment (that not only cuts down on shipping but also customs clearance) if you so desire.  The lead time in this case is 2½ - 5½ weeks. 

Thank you for your regard to these details.  Sang and Serena appreciate your understanding and patience throughout.

Delivery

furniture
Please be aware that each inlaid furniture piece is fragile and thus requires unique delivery services. The cost of delivery from India to the United States has been included in the price of the product(s) for your convenience. 

For shipping and handling within the contiguous United States, Sang and Serena offer two types of delivery services.  The first is a specialty service made for those customers who would prefer to have extra assistance with the product(s) that they have ordered once they arrive.  With this specialty service, items are handled by two delivery personnel, carried up to two flights of stairs, unpacked from the box(es) that they arrive in, and placed exactly where you would like to have your order set.  With this service, delivery personnel also remove any debris that may have presented itself during the process.  Sang and Serena can also arrange for a basic delivery service, whereby orders are simply delivered to your front entrance by a third party.  In this scenario, it is your personal responsibility to arrange for any assistance that you will require with the product(s) after that point.  Any damages that a product may incur after the point of delivery are the responsibility of the customer.  Sang and Serena will provide quotes for either delivery service type—beyond what is outlined in the chart below—upon request.

Unless otherwise specified, the above prices and services will be the ones that are quoted per individual order based on our knowledge of the size, weight, and destination of each.  For orders of more than one furniture item, the rate of each additional product will be 50% of what is listed for that piece.  Where products of differing sizes are ordered, the discounted piece will be the smaller of the two.

Clients who order one or more small products and/or wish to have their order expedited via air are subject to case-by-case arrangements.

textiles
Please be aware that the shipping and handling of orders for each 100% cotton quilt is treated differently in order to tailor the service to your needs.  While small orders can be sent via air to the location of your choice, larger ones will be shipped to the United States prior to being dispatched for delivery.  In either event, the cost of delivery from India to the United States has been included in the price of the product(s) for your convenience.  Shipping and handling from the United States to the delivery address of your request is applicable whether your items are sent directly to you via air or ground transportation in order to incorporate the additional, market-rate cost of the distance travelled within the United States.  Quotes will be given upon order inquiry.

in general
For more information or to relay particular requirements, including requests for quotes for Alaska, Hawaii, or international shipping, please inquire.  You may also reference Payments for additional details.  Sang and Serena do their best to ensure that your order arrives in prime condition for your ultimate satisfaction.

Care

furniture
To care for your inlaid furniture piece(s), Sang and Serena recommend wiping the surfaces gently with natural soap and clean water.

textiles
To care for your hand-blocked textiles, Sang and Serena recommend (eco-)dry cleaning them only.

Cancelations
Any cancelations that occur after the point of order and within five business days of confirmation incur a 20% (of product subtotal) fee.  Cancelations will not be accepted after the one-week point.

Returns
If you receive a product that has been damaged, please contact Sang and Serena immediately (within ten business days of your receipt of the product) with details.  Please note that small flaws in the pieces are not indicative of damage; rather, they show the authenticity of the artisanship of each.  In the case that your product is indeed damaged, they apologize for the inconvenience.  Please photograph the area of concern and send the image to Sang and Serena.  Once it is confirmed that the damage was related to the production or delivery of the product, Sang and Serena will then take responsibility for its return to them and explain to you how best to have the product packaged, insured, and sent.  A re-order, note of credit, or refund for amounts already paid will be issued upon their receipt of the returned item.  Sang and Serena cannot be held responsible for any interest that a customer’s credit card company may charge for related expenses.

After the aforementioned ten-business-day time period, returns due to damage will not be permitted.  Because your product has been customized and/or made to order, returns for any other reasons cannot be entertained.

Feedback
Sang and Serena encourage your feedback.  If you have any comments about the ordering process, the products themselves, or your receipt of them, do not hesitate to contact Sang and Serena with your questions, concerns, or positive reinforcements.

Sang and Serena are constantly on the prowl for new products and designs for future collections.  If you have a specific desire, please speak your mind!

Please also know that your contact details may be utilized to inform you of company updates.  If at any time you wish to be removed from our system, notify Sang and Serena of your request at your convenience.