Frequently Asked Questions
Why have I not received an order confirmation email?
An order confirmation email is automatically sent when your order is placed. Please check your spam folder and wait a few minutes for the email to reach your inbox. If you believe you entered the wrong email address in the checkout process or have lost your order confirmation please contact firstname.lastname@example.org
Do you accept special or custom orders (unlisted sizes/colors, unfinished products)?
No, we do not accept special orders of any kind. All available products are listed on our website.
Can I only order on-line?
Yes, we do not accept telephone orders and do not sell at a physical location.
Can I pre-order items?
No, we do not have a system for pre-orders.
Do you offer any discounts or coupons?
We operate at a low margin to keep costs to consumers as low as possible and therefore rarely offer discounts or coupons. If any discounts are available they would be clearly displayed on our website and the product's page.
Can you hold my order? Can I schedule my delivery date?
We cannot hold orders. We recommend you make an account on our website and put items in your cart then order them the day before you would like them shipped. Take into consideration we do not ship Saturday or Sunday. Click here to see the FedEx map of shipping time. Virginia is 1 day with a 1 day increase for every adjacent color. FedEx Delivery Manager can also be used to place a vacation hold on your order to delay the shipping date.
The item I want is sold out, when will it be available?
We have been unable to keep up with the demand on some of our products, but are restocking constantly. Enter your email on the product's page, follow us on social media, and sign up for our mailing list in order to receive updates. By the way, our website will always be first sales channel to restock products.
Do you ship wood samples?
No. The best way to get an accurate sense of the finish of a product is by looking at all the available images including customer submitted photos and images of other products in the collection with the same finish.
Are finish colors accurate?
We aim to accurately reflect the finish colors on all of our items – but, there are some factors that may create variation:
- Differences in monitor type/settings, video cards and printers – colors may vary from what you see on your screen and the actual color on the product.
- The perceived color of a product depends on the type of light that is present in the room (ex: fluorescent lights tend to make the color more blue and incandescent light make it more yellow/red).
- Finish colors also depend on the wood. Variations in density, tone, grain, and knots create the beautiful randomness of a truly natural piece.
Why do you need my phone number when I place and order?
Your phone number is passed on to FedEx to enable them to contact you if there are any delivery issues. We do not pass on or sell your phone number to anyone. We will only call you if we have a question relating to your order.
What is the cancellation policy?
You can request to cancel any order before it is prepared for shipping free of charge by emailing our support team. Please be advised that we do ship very quickly from our large warehouse inventory. Order changes and cancellations can be made before 9:15 am on the day the order is scheduled for shipping. If you missed the window to cancel the order, you can always set up a return or exchange ahead of time, and then send the item back once it arrives. Please note, a 20% fee will apply for returns.
Do your products come with a warranty?
Yes, there is a 90 days limited warranty for manufacturing and wood defects. During the warranty period, replacement parts will be provided at no cost.
How do I place an order as a tax exempt customer?
Email email@example.com with your tax exempt certificate attached. We will then let you know when we have marked you as a tax exempt customer in our system and instruct you to place your order. You must submit the proof of tax exempt status before placing your order as we will not be able to refund the tax from your order after it has been placed.
What is the California Proposition 65 warning?
The State of California requires any product that may contain chemicals known to the State of California to cause cancer, birth defects or other reproductive harm to contain a warning. In our specific case, our products are 100% made of solid pine wood, and the wood itself does NOT contain any substances from this list, but in our current paint, there are 3 components present in the liquid stage that once applied to the wood will evaporate to a level that is not harmful to the consumer. We take health safety in our products very seriously, not only for our customers, but also for ourselves as we spend extensive time around these products in our work. California government webpage on proposition 65.Back to top
Shipping & Tracking:
Where is my order?
There are two ways to track your order: If you have your tracking number you can enter it at FedEx's tracking website here. If you do not have your tracking number you can create an account on our website here using the same email you used to place your order. Please note that while we ship all items from any one order together, FedEx will often schedule different delivery days for boxes within the same order.
How will my order ship?
All orders will be shipped via FedEx Home Delivery which does not require a signature for delivery. FedEx Home Delivery will leave your boxes in front of your garage or outside your front door. If you live in an apartment building with a mail room or front office your boxes could be left in that location.
How soon do you ship after I place my order?
Your order will normally ship within 2 business days (M-F) of us receiving payment. We cannot hold orders. We try to ship orders placed on Thursdays the next day to avoid extended weekend processing times for those orders.
How much do I pay for shipping?
Shipping is free in the continental U.S. - we do not ship to Alaska, Hawaii, Canada, Puerto Rico, Virgin Islands, APO and FPO addresses or PO Boxes.
How long until my order arrives?
You can normally expect the delivery to arrive 2 to 7 business days from day of shipment (usually 4 to 9 days after your order is placed), depending on the distance you live from Virginia Beach, Virginia. Click here to see the FedEx map of shipping time. Virginia is 1 day with a 1 day increase for every adjacent color.
Can you have my purchase arrive on a specific date?
No, all we can control is when the product leaves our warehouse. After it leaves our warehouse it depends on FedEx and they provide estimated delivery times. Read the "When Should I Place My Order" page to help you choose the best day to place your order. FedEx Delivery Manager can also be used to place a vacation hold on your order to delay the shipping date.
Can you ship to APO/FPO addresses?
No, our boxes are too large. Additionally, we cannot ship to PO boxes because FedEx requires a physical address.
Do you ship to my location?
We only ship items to the contiguous United States.
How do I order from Hawaii, Alaska, Puerto Rico, the Virgin Islands, or Canada?
We do not ship there directly. However Wayfair sells our furniture on their website and offers shipping to additional locations. Check their website here.
How do I change the delivery address for my order?
Address corrections can be made to orders that have not shipped by emailing our support team. Once your order has shipped the only way to make address corrections or manage deliveries is via FedEx delivery manager.You can sign up for free, but please note FedEx charges a small fee (to be paid for by the customer) for all changes of address .
Returns & Refunds:
What is the returns policy?
Returns are permitted for items that have not been assembled and are in their original packaging. Credit will be refunded for the cost of goods minus a 20% fee to pay for the cost of return shipping and restocking. All returns must be within 30 days of the date of delivery. There is no cost to you if you exchange your purchase for store credit or another product from our store.
What happens if an item is delivered damaged?
In the rare situation that you experience damage in the shipping process, do not refuse the delivery. Our heavy duty packaging is very resistant; and, in most cases, while the box may arrive crushed or punctured the contents are in perfect condition. Please notify us within 7 days of the receipt of delivery if you experienced any damage. We will file a claim with the carrier and replace any damaged parts as quickly as possible. To expedite the claims process, please email us a photo of the damaged part, along with it's part number from the instruction sheet. It is also very important that you keep the damaged part and all of the packaging as we will need this for the claims process. See our "Replacement Parts" form in our drop-down "Support" menu.
How do I return the product?
When will I receive my refund?
If your question was not answered above we encourage you to message us on our "Contact Us" page.