Merida Company Policies For anything that is not covered here or questions about any of these policies please contact Customer Solutions at email@example.com or call (800) 345-2200 between the hours of 8:30 AM and 5:30 PM EST.
We accept various forms of payment depending on your business size and qualifications. We also can potentially extend credit to you. To extend credit we use a factor, with which we will attempt to establish a credit line for you. If that is not possible, our credit department will contact you with alternate terms for payment.
No order can begin production without credit approval or payment as all Merida rugs are customized for you. Usually this is accomplished within 24 hours. New accounts may take up to 3 business days.
All prices are F.O.B. Boston which means when the product leaves our facility ownership is assumed by the purchaser. Thus it is extremely important that you inspect all orders for freight damage and report it within 7 days of receipt.
For unique or special orders a 50% deposit will be required and must be received prior to fabrication of your area rug begins. Any orders on hold without deposit more than 30 days will be released so that the inventory is available for other projects.
We understand that certain orders cannot be shipped immediately to our customers. A 50% nonrefundable deposit will be required on orders with a requested shipping date in excess of 30 days, orders that cannot be shipped due to incomplete information, and orders for products that are not currently in stock.
Any order held longer than 30 days without a 50% nonrefundable deposit will be cancelled and the inventory will be released for other customers to order.
In the event you wish to cancel your order, you will be subject to a 50% cancellation fee. Although fabrication of your rug may take up to 2 weeks, in most cases, it begins immediately upon credit approval.
We charge this fee because all of our products custom orders with thousands of possible combinations. Each is fabricated to your personal specifications and so we ask that you are certain of all details before placing your order, to assist we offer free area rug and edge finishing samples.
We will do our best to insure that the correct product is delivered safely to the correct address in a timely fashion. All shipments are F.O.B. Boston and therefore belong to the customer as soon as they are placed on the truck. In the event of a shipping problem, we will do everything possible to help you but all shipments must be inspected at time of delivery as we only have 7 days to receive compensation from the shipper.
Please advise your workroom, your customer or your receiving department that they are responsible for inspecting all packages at the time of delivery. If you receive a shipment with any evidence of damage to the packaging, you must note this on the bill of lading provided by the carrier at the time of delivery. Sign it: "Received subject to inspection: note rips in packaging."
This will allow you to make a claim for damages later, if necessary. If there is any question about the condition of the material, inspect the package before signing the bill of lading, while the driver is still there. Severely damaged shipments should be refused. The carrier will not honor any claim for a shipment signed for "free and clear" or with no restrictions. Please be aware that signing one’s name only, with no written comment, is signing for the shipment "free and clear."
Merida ships globally. For international shipments please contact Customer Solutions.
For rugs 8’x10’ and smaller we use UPS for the contiguous 48 US states. PLEASE NOTE: Freight carriers must deliver to a business address and so if you order a rug larger than 8’x10’ it cannot be shipped directly to a residence.
For larger rugs over 8’x10’, rolls and International orders we use different freight carriers based upon location. For some customers, this can be a less expensive option than UPS shipping – even for smaller rugs. Please note that freight cannot be delivered to residences however. If we make an exception to this rule there are additional charges for residential, call-before-delivery, and inside delivery services and you are responsible to ensure there is no freight damage. You may save this expense by shipping to your commercial location.
If Merida ships directly to your customer, we must have a contact person and telephone number when you place your order. UPS does not offer call before delivery.
Shipments should be carefully inspected immediately upon arrival for shipping damage. Anything that is missing or damaged should be noted on the bill of lading. Concealed freight damage can only be revealed by unwrapping the package and thoroughly inspecting the rug itself. Please do this and let us know of any damage within 7 days of receiving shipment.
All products are shipped FOB the shippers vehicle which means that as soon as the product is loaded onto the shippers vehicle, the product belongs to you.
We offer customers samples of rugs and bindings for free. We do limit the number of free samples we will ship per month to any customer to 20 or less. If you require more, please contact your Account Manager. We do offer sample box sets and sample subscriptions for those requiring samples to have on hand for customers and future projects.
Merida area rugs are all made to order. As such, finished area rugs are not returnable. With hundreds of edge finishings, rug materials, colors and multiple corner styles, your rug is truly unique. We offer free rug and binding samples to help you ensure the fiber and color is to your exact specifications. Please be sure to also measure carefully.
Returns may be accepted at our discretion on cuts of broadloom and loose or rolls of binding / edge finishing. Before returning any material, you must get a Return Authorization number from the Customer Solutions Team. Return authorization will not be granted for cuts of broadloom or binding shorter than 50 feet.
All returns are subject to a 25% re-stocking fee and an appropriate return shipping fee.
All credit adjustments will be made by Merida’s Boston office. The amount of credit allowed on a returned item will be determined after it has been received and inspected by Merida. Unauthorized deductions from remittances are subject to a charge back, plus interest and factoring charges.
We make every effort to ship only first quality products and to ship all orders carefully and accurately, but with a high amount of manual customization occasionally mistakes may occur. We stand behind our products and our service, and will correct any errors promptly. On occasion, we may ask you to provide supporting documentation in the form of photographs or independent inspection of your rug as validation of your claim. We appreciate your help in this effort.
Customers and their workrooms are responsible for checking all merchandise upon arrival for correct size and color, as well as for mis-weaves or any other visible defects before cutting and/or installing. We will correct any of our errors and replace any defective product if the problem is brought to our attention before any cutting or installation has taken place. Merida will not consider any claim on products that have been installed with visible defects. We will not honor claims that arise due to improper installation or maintenance.
Shipments are all FOB Boston and this means that the product belongs to you once it is loaded on the truck. Thus it’s critical that the shipment is carefully inspected immediately upon arrival for shipping damage. Missing items and damage should be noted on the bill of lading.
Concealed freight damage can only be detected by unwrapping the package and thoroughly inspecting the rug itself.
Please do inspect your products and let us know of any damage to the material within 7 days of receiving the shipment. For all claims received more than 30 days after shipment, Merida will assess a fee up to 50% of the rug value and will assess an appropriate return shipping charge.
Remember that the color of the purchased material may not match exactly the color of your sample because of a change in dye lot or seasonal growing conditions. Therefore, please measure carefully and order all the yardage you will need for each project from one production run.
To submit claims please contact Customer Solutions at firstname.lastname@example.org or call (800) 345-2200 between the hours of 8:30 AM and 5:30 PM EST.