Before making a purchase, we encourage you to read through the following policies and procedures:
- Local Pickup
- Shipping Information
- Freight Shipping Information
- Turnaround Times
- Storage Fees
If you still have any questions, concerns or problems, please feel free to contact us for additional information.
If you are in the Houston area local pick up is available and always free from our workshop in NW Houston. We'll wrap your piece in shrink wrap but be sure to bring blankets and/or cardboard for additional protection on the larger heavier items. Ratchet straps are also recommended.
Small items weighing under 140 lbs will be shipped via a common shipper such as UPS or FedEx. Transit times range from 1-6 business days depending on your location. Tracking numbers will be sent to you as soon as that information becomes available to us.
Larger and heavier items require shipment via a freight carrier and will be "CURB SIDE" with a lift-gate, meaning the item is delivered to your curb and you are responsible for placing the item into your home or building.
For residential deliveries the freight company will contact you to schedule an appointment. Typically you will get a call a day or two ahead and given a three to four hour window. Freight companies only deliver Monday through Friday during regular business hours and someone must be present at the time of delivery.
ADDITIONAL FREIGHT INFO
Please be sure you understand the following information regarding freight as it is very different from what you may have experienced if you've had local furniture deliveries or UPS/FedEx.
Flexibility on how much the driver is willing to assist after unloading depends on the driver and/or company. Or how far they can maneuver their pallet jack. If an item is shipped "curb side" and the driver does take this inside your home or building there may be additional charges.
Let us know if you require or prefer inside or "White Glove" delivery. This is a premium add-on service and cost depends on location or potential obstacles such as taking an item upstairs without an elevator.
These freight deliveries will be made with a full size Semi-Truck ranging from 20 to 53 feet in length. It WILL NOT be a box truck like a UPS or FedEx truck. We cannot request a certain length of truck for final delivery, so please assume it will be a long truck. The driver is only obligated to deliver curbside at the end of your driveway, it will be your responsibility from there.
For both delivery methods we will need the following information to confirm shipping cost.
- Your location and/or zip code
- Commercial or residential
- Lift-gate required (yes/no)
We'll request a lift-gate to all residential shipments but do let us know if do not need one or if your commercial location has a loading dock or forklift.
PLEASE NOTE: We reserve the right to use any carrier. If you live in an area that is considered “remote” please let us know prior to placing your order. We will let you know your options if any or if there are any additional "Out of Area" or "Remote Area" charges to be expected. If you have a driveway or live on a road that is not accessible for a freight truck then you may need to meet the driver at the next nearest point.
If you refuse delivery because you wanted your shipment in a certain spot where the driver can’t get to or for any reason other than damage, please note you will be charged for all freight costs. It’s best to work with the delivery drivers if you have a tight delivery situation or better yet ask us before we ship your purchase.
*** If there is severe VISIBLE damage to the packaging where damage to interior is believed, you MUST INSPECT and NOTATE DAMAGE on POD (proof-of-delivery) OR a claim CANNOT be filed. If driver will NOT allow you to inspect the damage, please refuse the shipment and contact us right away, the shipment will be sent back. You as the consignee has an obligation to inspect freight prior to driver leaving.***
If you discover damages to your freight after the driver has left and you’ve signed the delivery receipt, please contact us within 24 hrs. Take photos and save all packing material.
Shipments To Alaska, Hawaii, Canada, and US Territories. Please contact us to see if your item can be shipped to your area and any extra costs it may be.
We can ship worldwide but please contact us for a quote, additionally we require all out-of-country clients supply their own shipping agent to oversee the procurement of exporting/importing our product.
For a limited time we are offering free shipping on all orders. This includes standard Fedex/UPS and LTL freight items. Free shipping on LTL/Freight shipments is for “CURB SIDE” delivery to the lower 48 states only. Additional charges may apply; see “ADDITIONAL FREIGHT INFO” above.
The majority of our furniture is made-to-order unless specifically stated in the description as "in-stock". Turnaround times for a standard build is 4-6 weeks however custom orders can take up to 10-12 weeks to design and build. We can occasionally "rush" an order for an additional fee, please let us know if you need this.
In stock (non-custom) items can be returned within 7 days for a 25% restocking fee, plus the cost of shipping. You are responsible for the cost of shipping the item back. A refund will only be issued if the item is in like new condition, with no wear and tear or damage. Refunds, if deemed appropriate, may only be issued back onto the card you used to pay for the item originally.
Before returning any product please contact us for a return authorization. We want every client to be satisfied with their purchase however custom items are non-refundable.
All canceled orders are subject to a cancellation fee. Orders cancelled up to 7 days before the estimated ship date are subject to a 7% cancellation fee. Orders cancelled 7 days or less before the estimated ship date will be subject to a 25% cancellation fee.
If you need us to hold your item after its ready to ship please let us know. We are a small shop with limited storage space and holding for more than one week past its schedule ship date will accrue storage fees. Storage fees are $10.00 every business day ($50.00 per week), and will continue to accrue until the date that we ship the order out.
Our products are warranted to be free from material defects in workmanship, materials and construction for 90 days from the date of shipment. Defects caused by abuse, negligence, or damage from installation are not covered. Damages arising from improper or incorrect installation are not covered.
Certain inconsistencies should be expected and add to the character of the merchandise. Metal finishes may be subject to small variations.
Warranty does not cover expansion, contraction, cracking, splitting, or the effects of extremely high or low humidity. Wood furniture will have one or more of the following characteristics which are not considered quality defects: variations in grain and color, knots, mineral streaks, pitch pockets. Warranty does not cover darkening of wood or finish, which occurs naturally over time.
Warranty does not cover rust or tarnishing resulting from scratches or abrasions to finish, or changes in patina, as it is a living finish that mellows with age. For indoor use only unless otherwise indicated.
The customer is responsible for shipping charges, if applicable, for warranty issues. If needed, we can repair furniture that is out of warranty. Contact us for more information.