FAQ

Welcome to the Surouriory Help Center! Explore solutions to frequently asked questions below, or reach out directly to support@surouriory.com with your Order ID and account email for personalized assistance.

Ordering & Payment Guidelines

  • Redeeming Promotional Codes: Apply your discount code during checkout. On mobile devices, tap "Show order summary" to enter your code; on desktop, enter it into the dedicated field on the right side of the screen. Confirm that your discount is applied before completing payment via credit card or PayPal.
  • Accepted Payment Methods: We support secure transactions via PayPal, Apple Pay, Google Pay, and major credit or debit cards including Visa, MasterCard, American Express, and Diners Club.
  • Standard Shipping Rates: Worldwide delivery is offered at a transparent flat rate of $5.99 USD. Final charges are calculated and displayed at checkout based on destination and active promotions.

Shipping & Delivery FAQs

  • Worldwide Delivery: We ship internationally. Packages are dispatched from the nearest available fulfillment hub to ensure efficient transit.
  • Delivery Timelines: Estimated arrival takes between 10 and 20 business days once order processing and carrier dispatch are finalized.
  • Parcel Tracking: Dispatched orders generate an automated confirmation email containing a tracking reference, which can be monitored via universal tracking portals such as 17track.net.
  • Tracking Update Delays: Logistics tracking systems generally require 24 to 48 hours to post initial movement logs. Brief pauses in status updates while packages move between sorting hubs are normal.
  • Split Consignments: Multi-item orders featuring products across our Dining Essentials, Home Storage, or Bath Essentials lines may arrive in separate parcels from different distribution hubs to expedite delivery. Each package will include a unique tracking number.

Order Adjustments & Cancellations

  • Updating Delivery Address: Address corrections are time-sensitive. Email support@surouriory.com immediately with "Urgent: Address Change" in the subject line, including your Order ID, account email, and updated shipping details. If the package has already left our logistics center, modifications must be coordinated directly through the carrier.
  • Adjusting Product Specifications: To alter item specifications (such as sizes, colors, or quantities), contact support@surouriory.com promptly with the subject line "Urgent: Order Change." Include your order credentials and requested updates. Modifications can only be executed prior to warehouse processing.
  • Canceling an Order: Unfulfilled orders may be canceled upon request (a nominal processing fee may apply). Orders that have entered warehouse fulfillment or active transit cannot be canceled.

Damaged, Defective & Missing Items

  • Damaged Shipments: If a parcel arrives damaged, inspect the package immediately and email support@surouriory.com. Provide your Order ID, clear photos or video of the damage, and a picture of the external shipping label for swift resolution.
  • Craftsmanship & Quality Concerns: We maintain strict quality standards across all home collections. Should your product show manufacturing flaws, send your order details, a summary of the issue, and visual evidence (photos or video) to support@surouriory.com.
  • Incorrect or Missing Products: If an item is missing or incorrect, email support@surouriory.com with your order details and visual proof of the received contents so our support team can rectify the error quickly.

Customer Correspondence & Support

  • Missing Confirmation Emails: Please check your spam or junk folders first. If unavailable, contact support@surouriory.com with the email address used during checkout to receive a reissued confirmation.
  • Delayed Tracking Notifications: Tracking notifications are dispatched within 1 to 2 business days following warehouse processing. Please review your spam folder prior to contacting customer service for status updates.

Customer Support Desk

  • Support Email: support@surouriory.com
  • Direct Line: +1 (320) 317-8799
  • Service Hours: Monday – Friday | 9:00 AM – 6:00 PM (EST)
  • Operating Entity: Hongkong Sily Shipping Limited
  • Registered Address: Room 413, 4/F, Lucky Centre, 165-171 Wan Chai Road, Wan Chai, Hong Kong