A Guide to Surround Living's Shipping Process

Shipping Quotes

Before making a purchase, it's essential to check the shipping quotes, as rates can vary based on the destination and complexity of the item. You can find this information on the item details page, next to the shipping icon. If a quote is not available, simply click on "Request a quote" to receive a personalized shipping cost.

The "Request a quote" feature requires your full shipping address for accuracy. If the shipping cost isn't listed on the item details page, you can still submit your order, and a shipping quote will be emailed to you within 24 to 72 hours.

Free Shipping

If the seller offers free shipping, your order will be confirmed automatically, and the item will be shipped to you without any additional charges.

Calculating Shipping Quotes

Surround Living determines shipping quotes based on dimensional weight or gross weight, whichever is greater or chargeable, subject to the method of shipment selected for your item. Therefore, quotations will take into consideration the item's weight, size and shipping distance. There's no markup on these costs, and pre-quoted shipping covers both nationwide and international shipments. Keep in mind that actual shipping costs may vary.

Shipping Methods

Surround Living partners with Allied Thailand, the countries leading provider to offer various shipping methods, ensuring fully insured delivery globally. The available delivery methods depend on the size, weight, fragility, and location of the item.

Most common delivery methods to know: 

1. In-Home Delivery

The In-Home Delivery method is used for large domestic shipments, in which the item will be packaged under domestic transport standards, i.e. wrapped in a blanket and transported via a commercial truck. Live tracking is not typically available for this method, however, the delivery company will contact you directly to schedule a delivery window.

In-Home Delivery Shipping Includes: 

Item collection, packing, shipping, and in-home delivery (e.g. unpacking, inspection, removal of packaging materials)

• Scheduled delivery -- the carrier will contact you 24 to 48 hours prior to the delivery date to schedule a convenient drop-off window
• A signature required at delivery – Please make sure item will fit through any doorways, hallways, stairwells, or elevators.
• In-Home Delivery shipments may be expedited upon request for an additional fee, because they require specialized carriers or routing changes. Expediting can only occur before pickup. Once in transit, In-Home delivery shipments cannot be expedited.

Shipping Time Estimates:

• Domestic: 1–4 Weeks
• International: N/A

Please note that handling -- which includes preparing an item for shipment, packaging, and disassembly -- may take up to 5–10 days. This is not included in the shipping time estimates noted above but is accounted for in the estimate found on item detail pages and at checkout.

Exclusions May Apply:

• Surcharges may apply to deliveries involving a flight of stairs, walk-up or difficult-to-access locations
• The delivery team will not perform plumbing installation or electrical wiring 
• If the item is picked up disassembled, the carrier is not required to assemble it upon delivery

2. Freight Shipping

Front Door Freight is a shipping method typically used for international shipments or fragile items. Prior to transit, a custom crate is built around the item in order to protect it and allow for safe passage. The crating process makes up a significant portion of the quoted shipping time, during which time a tracking link will not be available. Once crating is complete, the crate will be transferred to a transit company and shipped in one of two ways:

• Air Freight: The crate will be placed on a FedEx or DHL shipping carrier plane -- at that time you will receive a tracking number and link. Delivery will not be scheduled and the item will be placed by your front door.
• Sea Freight: The crate will be placed in a shipping container and travel overseas via boat. Once it reaches the destination country, the crate will be transferred to a standard shipping carrier (e.g. FedEx, DHL or an authorized freight handling agent) and you will receive a tracking number or be updated directly on an expected delivery date by the freight handling agent. Delivery will not be scheduled and the item will be placed by your front door.

Freight Shipping Includes

• Item collection, packing, and transit.
• Delivery to an area outside of your house or building (e.g. dry area of your front door, porch, landing area, garage, etc.).
• Delivery inside an apartment building lobby if there is safe entry and size permits.

Considerations

• Does not include unpacking, inspection, assembly or installation
• A crate may be used to provide maximum protection
• Signature is required upon delivery
• Please make sure the item will fit through any doorways, hallways, stairwells or elevators.
• To request to schedule a delivery, contact the transit carrier directly (e.g. UPS, FedEx, DHL, or other freight handling agents)
• May be expedited upon request and for an additional cost, as it requires specialized carriers and/or routing changes

Shipping Time Estimates

• Domestic: 2–6 Weeks
• International: 4–10+ Weeks

3. Parcel Shipping

Parcel shipping, provided through carriers such as DHL, FedEx, or standard mail services, is for smaller boxed items. 

For parcel shipping, a signature is required at delivery. Live tracking is available through our carrier partners. Expedited shipping is possible upon request but may come with extra costs.

Shipping Time Estimates:

Standard Parcel

Domestic: 3–7 Days

International: 2–3 Weeks

Express Parcel

Domestic: 2–5 Days

International: 1–3 Weeks

Handling time (preparing, packaging, and disassembly) may take up to 5–10 days, not included in the shipping time estimates.

4. Courier Shipping

Courier shipping is for local shipments (e.g. LalaMove, Kerry Express) and involves hand-delivery via a messenger service. Live tracking may not be available for this method.

Estimated Shipping Times

Here are the estimated shipping times for different delivery methods:

Delivery Method Domestic International

In-Home Delivery: 1-4 Weeks N/A

Freight 2-6 Weeks: 4–10+ Weeks

Standard Parcel: 3–7 Days 2–3 Weeks

Express Parcel:  2–5 Days 1–3 Weeks

Courier 1–5 Days or less N/A

Please note that handling, including preparing an item for shipment, packaging/crating, and disassembly, may take 5 to 10 days, not included in the shipping time estimates.

In conclusion, understanding Surround Living's shipping process ensures a smoother shopping experience. Whether you're looking for large domestic shipments or smaller international deliveries, knowing the details helps you make informed decisions.

Arranging Your Own Shipping or Pickup

• For most orders, you can arrange for another delivery method or choose to pick up your purchase yourself. Select your preferred shipping option at checkout in the Shipping Method section, where you'll see options, "Pick up in person" and "Arrange shipping yourself." Once your order is processed, the seller will contact you to arrange for a pickup, or go over shipping details and timing.

• We recommend the item be inspected, either by you or the carrier when picking it up, to ascertain its condition before it leaves the seller's shop. When the item arrives at its destination, inspect it again to make sure it's in the same condition as when it left the store.
• If you are using your own carrier, make sure you understand its insurance coverage and policies.
• Please note, if you pick up an item yourself, we will collect and pass along applicable sales taxes based on the seller's store location. – Not applicable for us?? Please remove.

Shipping & Handling Time 

Large, fragile, and one-of-a-kind items require more time and care to ensure they get from the seller to your destination safely. Make sure to consider any extra time that may be needed for scheduling pickup and delivery, packaging, and delivering your item.

Pickup Times

The carrier and the Surround Shipping Team will need to coordinate a pickup time, which can be picked up at:
Allied Moving Services Warehouse
Address: 79/86 Moo 12, Bang Na Trad Road, Warehouse No 6. Bang Kaeo, Bang Phli district, Samut Prakan 10540 

Phone (+662 361 3961) or call Surround Support to arrange your pick up time.

Packing 

The carrier is responsible for packing your item. Glass and marble items are crated, and other delicate items may be crated with a custom foam insert or wrapped in a blanket for additional protection. Visit https://www.alliedthailand.com/domestic-moving/moving-packing-services to learn more! 

Transportation 

Pieces are shipped taking the utmost care and precautions against damage. Here is a link to learn more about the shipping process https://www.alliedthailand.com/services/household-goods-move. 

Scheduling a Delivery

Large items must be signed for upon delivery. The carrier will contact you 24 to 48 hours before the delivery date to schedule a convenient time, usually within a window of 2 to 4 hours, to drop off your item. If your item was shipped internationally, the carrier may also request personal information, needed for customs processing. Here is a link to learn more: Customs Duties and Taxes for International Shipments.

Receiving Your Surround Living Delivery? 

Receiving a delivery from Surround Living is an exciting moment, but it's important to know what to do when your item arrives. This easy-to-understand article breaks down the steps for receiving your delivery and what to do in different situations.

If You Are Asked to Sign for the Delivery:

• Inspect the item before signing.
• Take a moment to check your item for any visible issues.
• If you find noticeable issues:
• Note them down on the shipping provider’s official paperwork.
• Keep all the packaging and shipping documents in a safe place.
• Contact us as soon as possible (within 7 days post-delivery window). We may ask for pictures to assess the condition of the piece.

If the Piece Was Left by the Shipping Provider:

• Inspect the item as soon as possible.
• Take a close look at your item to identify any visible problems.
• If you find noticeable issues:
• Keep all packaging and shipping documents for reference.
• Contact us as soon as possible (within 7 days):
• We may request pictures to help us evaluate the condition of the piece.

In the rare event that you receive an item significantly different from the description or damaged during transit, report it within 7 days. Our Buyer Protection Policy ensures we work with you and the seller to make things right. Learn how to report item damage or issues [here](insert link).

For more information on shipping process, how to prepare for shipment and Surround Living's shipping methods, please visit https://www.alliedthailand.com/the-move-process or contact us at contact@surroundliving.com for questions. Remember, our goal is to make your delivery experience smooth, so don't hesitate to reach out if you encounter any issues.