FREQUENTLY ASKED QUESTIONS
General ordering & contact
HOW DO I PLACE AN ORDER?
You can place an order in person at our showroom or over the phone with our team. We do not currently offer e-commerce checkout because we prefer to speak with you, confirm details, and ensure your custom furniture is exactly what you want.
DO YOU OFER FULLY CUSTOM FURNITURE OR ONLY STANDARD MODELS?
Every piece is built from scratch in our North Carolina workshop, so we can customize many details such as dimensions, cushion fill, leather or fabric, nailhead color, and leg stain. Our team will help you choose options that fit your pace, comfort preferences, and style.
HOW CAN I GET HELP CHOOSING SIZE, STYLE, OR MATERIALS?
You can call or visit our showroom to talk through room measurements, seating needs, and comfort preferences (depth, firmness, cushion fill, etc.). We’ll walk you through options and share recommendations based on how you use your space.
PRICING, PAYMENT, & FINANCING
WHAT FORMS OF PAYMENT DO YOU ACCEPT?
We accept major credit cards (Visa, Mastercard, American Express, Discover) and other standard forms of payment (banker’s check, cash); your sales associate will review available options at the time of purchase. Any required deposits or balances will be clearly listed on your Invoice before you approve it.
IS A DEPOSIT REQUIRED AND WHEN IS A FULL PAYMENT DUE?
Custom furniture typically requires a deposit before production begins. Remaining balances are due according to the terms on your Invoice, which you’ll review and sign before we start building.
WORK ORDER OR ESTIMATE APPROVAL & CHANGES
What IS A WORK ORDER AND WHY DO I NEED TO APPROVE IT?
Your Work Order details all the specifications of your piece, including dimensions, materials, finishes, and price. Because each item is custom-made, we require your signed approval before we begin construction to confirm everything is accurate.
WHAT ARE THE WORK ORDER APPROVAL TERMS AND CONDITIONS?
Once you sign your Work Order, we build your furniture to those exact specifications. Any errors in customer-selected options are not considered nonconforming goods and may not be eligible for refund or return.
CAN I MAKE CHANGES AFTER I APPROVE THE WORK ORDER?
Some changes may be possible and others may not, depending on how far along your order is in production. Change requests are reviewed case by case and may require additional charges for materials, labor, or logistics; you’ll be notified and must approve any extra charges before we proceed.
PRODUCTION TIMELINE
HOW LONG WILL IT TAKE TO RECEIVE MY FURNITURE?
Lead times vary based on the complexity of your order and current workshop schedule, but we will provide an estimated timeline when you place your order. Your sales associate can give updated timing as your piece moves through production.
SHIPPING, DELIVERY, & PICKUP
HOW ARE SHIPPING CHARGES CALCULATED?
Shipping charges are based on the weight of your furniture, then multiplied by a cost factor that depends on your state. In general the farther you live from North Carolina, the higher the shipping cost.
HOW DO YOU DELIVER?
Most orders are shipped via White Glove Delivery, which includes bringing the piece into your home, placing it in the room of your choice, and removing packing materials, usually up or down one flight of stairs. Additional insurance or stair surcharges may apply in certain buildings or special situations.
DO YOU SHIP TO REMOTE OR HARD-TO-REACH LOCATIONS?
We offer home delivery across the contiguous United States, but some remote areas (for example, parts of Idaho, Montana, North Dakota, South Dakota, Wyoming, and areas along the Canadian border) can incur delays or additional costs. Your delivery quote noted on your estimate, will reflect any such surcharges before you confirm.
DO YOU OFFER CURBSIDE DELIVERY?
Yes, curbside delivery is available and is often used for designers, corporate clients, remote locations, and addresses outside the contiguous United States. With curbside delivery, the piece is brought near your home and you are responsible for unpacking and moving it safely inside—furniture can be heavy, so plan for extra hands.
HOW LONG WILL DELIVERY TAKE ONCE MY ORDER IS FINISHED?
After your furniture is completed, we schedule factory pickup with the delivery company, who will then contact you with an estimated delivery window. Typical White Glove Delivery can take about 3-6 weeks to many major east coast destinations and 4-8 weeks to some west coast locations, with remote areas sometimes taking longer.
WHAT SHOULD I EXPECT ON DELIVERY DAY?
The delivery team will bring your furniture to your home and present a receipt (Bill of Lading) for you to sign. Before you sign, you must carefully inspect the exterior of the furniture and note any visible damage directly on the receipt.
HOW DO I INSPECT MY FURNITURE AT DELIVERY?
Look over all visible surfaces for tears, rips, dents, or broken areas before signing. Sign and date the receipt with “Subject to Inspection” and ensure any visible damage is clearly written on the paperwork.
WHAT IF THERE IS SERIOUS DAMAGE AT DELIVERY?
If you see serious damage such as a broken frame or a rip in the leather or fabric on the body of the furniture, refuse the shipment. Do not sign as undamaged, as we cannot honor claims for items not noted as damaged at delivery.
WHAT ABOUT CONCEALED DAMAGE THAT I NOTICE AFTER DELIVERY?
You have 48 hours from delivery to report concealed damage to our office. If damage is not noted on the delivery receipt and concealed issues are not reported within this timeframe, we cannot accept responsibility for the claim.
WHAT IF I CANNOT BE HOME FOR MY DELIVERY?
You may appoint someone else to receive the furniture on your behalf. That person becomes your authorized representative and their signature on the Bill of Lading carries the same responsibility as if you signed it yourself, including inspection and damage notes.
DO YOU OFFER CUSTOMER PICKUP FROM THE FACTORY?
Yes, you can pick up your furniture directly from the factory. Some items may require assembly, and our customer service team can tell you in advance whether any assembly is needed.
WHAT SHOULD I KNOW BEFORE PICKING UP MY FURNITURE?
You must bring a safe, appropriately sized vehicle and any necessary padding or tie-downs for transport. We reserve the right to refuse loading if we deem your vehicle unsafe for transport, and once loaded, you accept full responsibility for packing, transport, storage, and installation, even if we assisted in loading.
WHAT HAPPENS IF MY FURNITURE DOESN’T FIT INTO MY HOME?
It is the customer’s responsibility to confirm that the furniture can the furniture can it through doors, hallways, stairs, elevators, and into the intended room before placing an order. If the item cannot be delivered or you decide you do not like the size in your space, our standard return policy and restocking and delivery charges will apply.
RETURNS & REFUNDS
CAN I RETURN OR CANCEL A CUSTOM ORDER?
Because each piece is built to your specifications, cancellations and returns are limited once production has begun. Customer errors in selecting options are not considered defects and generally are not eligible for refund or return. In some cases, standard pieces ordered in standard sizes and materials may be returnable for a refund of the purchase price minus a 50% restocking fee, if you notify us in writing shortly after delivery and the piece is returned in new condition. Return shipping and any damage or wear while the furniture is in your possession are your responsibility. Refunds can only be given after the piece is returned and inspected.
WHEN IS A PIECE CONSIDERED NON-STANDARD OR CUSTOM?
Non-standard details can include unusual sizes, mixed or varying cushion sizes, plaid or patterned fabrics, embossed or embellished leathers, unique combinations of materials and colors, bespoke sizing, and other uncommon design decisions. These pieces, along with Special Custom Orders and COM (Customer’s Own Material) items, are generally not eligible for return or refund.
WHAT IS YOUR CANCELLATION POLICY?
If production has not started, we can usually cancel your order immediately. Once production or shipping has begun, cancellations are at our discretion and will incur a cancellation fee of 50% plus any shipping costs. Expedited orders cannot be canceled and require payment in full.
ARE SALE, CLEARANCE, AND SLEEPER SOFAS RETURNABLE?
Ready-to-ship sale and clearance items are final sale and not returnable. For sanitary reasons, sleeper sofas are also non-returnable.
CARE, CLEANING, & LONG-TERM USE
HOW DO I CARE FOR MY LEATHER OR FABRIC UPHOLSTERY?
Care instructions vary by material, but we will provide guidance specific to the leather or fabric you choose. For specialty materials like Ultrasuede, follow the manufacturer’s recommended cleaning methods to keep your furniture looking its best.
HOW DO I KEEP MY SOFA COMFORTABLE OVER TIME?
Rotate and fluff loose cushions regularly, and avoid placing your furniture in direct sunlight or extreme humidity. Proper care of frames and cushioning will help maintain support and comfort for years.
PRIVACY & SECURITY
HOW DO YOU PROTECT MY PERSONAL AND PAYMENT INFORMATION?
We follow standard industry practices to safeguard your personal details and payment information. Full privacy and security policies are available on our Privacy Policy page.