A stock product order is processed when received by internet or telephone. An order confirmation is then sent detailing selection and lead time. Payment will be processed at the time of order entry if item is in stock.
Lead time for most stock products is shipment within 1 – 4 weeks. Contact us about lead times for specific items. If a stock item is currently backordered, we will notify you with an expected shipment date. Your order and payment will not be processed until you decide if you would like to wait for a backordered item.
Most of our furniture is made-to-order specifically for you. This allows us to offer a wide range of dimensions, options, and finishes.
We collect a 50% deposit on the product(s) when the order is taken. All furniture and custom orders are detailed in a formal sales order, which is then e-mailed to you. We request confirmation of your initial sales order by return e-mail for all custom orders. This is your opportunity to provide final approval of all dimensions and specifications of your order. Your order is only released to our builders upon receipt of your email confirmation.
Still waiting for samples? Don’t worry. We start production prior to final color selections. For each sales order, stain and paint samples will be sent to you to confirm your color selections. All samples sent to confirm color selection need to be returned with final selections clearly marked within 2-3 weeks to avoid any production delays. In many cases, the actual color sample will be sent directly to our finishing departments to ensure the correct color on the final product(s).
Typical lead times for our made-to-order furniture is 8 – 14 weeks + transit time (5 -15 business days), depending on the product and the current production levels. A current lead time for each collection is shown on each product page. Selectively, we may be able to accommodate shorter lead time requirements. A shorter than standard lead time must be confirmed as part of the sales order confirmation process. Any target delivery dates must be clearly communicated at the time of the initial sales order, and agreed upon as part of the sales order confirmation process.
Our customer service group is available to answer any questions regarding order status or lead times. Since each piece is bench-built, our lead times are as accurate as we can make them at the time of order entry. However, individual production issues are difficult to predict. We will do everything possible to let you know if something has caused an unexpected delay.
We will advise you when your order has shipped from our builder(s) and has entered the beginning of the delivery process. The balance of the order, plus applicable shipping charges, will be collected at the time of shipment from our builder(s).
Returns & Refunds
Orders for stock products can be returned to us with a receipt for a full refund up to 30 days after receiving your order. Return shipping charges will not be refunded, unless the return is due to a manufacturing defect or shipping damage. Certain products are subject to a restocking fee which will be noted on your sales order.
Custom made-to-order products are non-refundable. We will do everything possible to work with you during the sales process to ensure a successful end result. We will repair or exchange any custom order with a manufacturing defect or shipping damage. If there is any problem with your order, please call or e-mail us. We will work with you to fix the problem.