FAQs

• 1. Do you charge for shipping?
  a. Yes, shipping rates for the continental US will be shown in your cart prior to checkout. Please note all orders with a width larger than 96” wide will need to be shipped UPS Freight.
• 2. Do you ship outside of the USA?
  a. At this time, we do not do work outside of the USA.
• 3. Can I pay extra to rush my order? Attach copy of UPS Worldship scheduled times
  a. Expedited shipping will be available for an additional charge. Traditional shipping is via UPS Ground or Freight (over 96” wide). We also offer UPS 2nd Day Air and UPS Next Day Air. Please note however that to maintain customer service for all of our clients our production lead time cannot be expedited.
• 4. How do I measure my windows for the best fit possible? Attach document
  a. Please see the attached measure instructions
• 5. I would like to order a size beyond that which is listed on the website is that possible?
  a. Please contact our customer service department at 800-SHADES2 (800-742-3372) or via email at customerservice@sos-shades.com for additional information about custom products.
• 6. What forms of payment do you accept?
  a. We accept all forms of credit (Visa, MasterCard, Discover), checks, and money orders. Please note that checks or money orders will delay your order from going into production until the check is received and if appropriate clears the bank.
• 7. Can I order one blind now and add to additional areas of my home at a later date?
  a. Please note that we cannot guarantee how long specific fabrics will be available to purchase. Once the manufacturer discontinues a fabric line and we no longer have stock available, we will not be able to guarantee a matching product.

  b. If a roll of fabric from a different dye lot is used, slight color variations may occur in the fabric if ordered at separate times.
• 8. How can I get samples to choose a fabric color?
  a. Feel free to request fabric samples through the site by adding them to your cart. These will be shipped out within 1-2 business days via US Mail. Each customer is allowed up to 10 color selections free of charge; any additional will be charged $1.50 per color sample.
• 9. What is your sample color disclaimer policy?
  a. Please note that the color on the computer screen and the color on the fabric samples received might not be an exact match to the shades that are ordered. Specific fabric dye lots allow for a certain amount of variation based on the fabric manufacturers’ specifications.
• 10. What does the openness factor percentage mean for each fabric?
  a. The openness factor indicates to you how much UV and light is allowed through that fabrics specific weave. The most common openness’ used by our customers are 5% or 3%.
• 11. Can I shorten or lengthen the chain on my shade?
  a. Yes, please make sure to add a special note if you would like a chain length different that 6” above the finished length of the shade.
• 12. Can I change or cancel my order once it has been submitted?
  a. Please contact our customer service department at 800-SHADES2 (800-742-3372) immediately if you need to change your order. Please note that once an order has gone into production it may not be possible to stop your order.
• 13. How long will it take to receive my order?
  a. Our standard lead time for production is 7-10 business days.
• 14. How do I contact customer service?
  a. Please contact our customer service department at 800-SHADES2 (800-742-3372) or via email at customerservice@sos-shades.com
• 15. Do you charge sales tax?
  a. We do charge sales tax in Ohio and Washington based on where the product will be shipped. Please see those taxes listed in your cart when ordering.
• 16. What is your customer privacy policy?
  a. We do not sell your contact information. We will only contact you (unless you opt out) regarding upcoming sales, promotions or newly released products.
• 17. Are online transactions secure?
  a. Yes, all online transactions are secured through SSL.
• 18. What is your return policy?
  a. Each product is custom made to exact specifications. If changes are needed, unless it is a warranty, we do not accept returns.
• 19. What if my order was damaged during shipping?
  a. Please make sure that upon delivery the damage was noted to the UPS driver. Photographs must be taken and emailed to our shipping department (shipping@sos-shades.com) for processing, packaging must be kept until informed otherwise by our shipping department and a new replacement shade will be sent out to you.
• 20. What is your product warranty? Attach copy of warranty
  a. We offer a five year warranty for our products, see our residential warranty attached.
• 21. How do I order replacement parts for my previous orders?
  a. Please contact our customer service department at 800-SHADES2 (800-742-3372)or via email at repairs@sos-shades.com for assistance ordering parts.
• 22. What are the cleaning instructions for my shade?
  a. All fabrics can be cleaned using a mild detergent and water. Wipe down the area to be cleaned and allow it to dry completely before rolling the shade up to prevent mold or mildew.
• 23. How do I install my order properly? Attach document
  a. See the attached installation instructions
• 24. Are there products available for exterior use?
  a. Certain fabrics are rated for exterior use as noted. In general our warranty is not applicable for products used outside unless that product is specifically designed for exterior applications.
• 25. What should I do if I have a custom order beyond what is standardly available on this site?
  a. Please don’t hesitate to contact our customer service department at 800-SHADES2 (800-742-3372) or customerservice@sos-shades.com for products not listed on this site. We offer a wide-range of products and fabrics for customized solutions as needed.