FREQUENTLY ASKED QUESTIONS
WHERE CAN I PURCHASE YOUR PRODUCTS?
We sell direct to architects, designers and the consumer through our in-house sales team. Please contact us at firstname.lastname@example.org or fill in the request form in our contact section to receive price lists, technical information or help with any other questions you might have.
HOW LONG SHOULD I EXPECT TO WAIT FOR A RESPONSE?
We do our best to respond to all initial inquiries within 24hrs or one business day. Once your file has been opened all further communication will be directly with one of our sales managers.
DO YOU HAVE A COMPANY ENVIRONMENTAL POLICY?
We strongly believe that we all have a responsibility to be conscientious stewards for the environment. We believe this responsibility should be integrated into all aspects of our operations and we work hard to align ourselves with like-minded companies that are involved in our manufacturing, fabrication and distribution. We are committed to minimizing the environmental impact of our activities related to carbon and resource usage and practice responsible sustainability as a matter of principle not just as policy. We also firmly believe in the idea that by creating objects with lasting value and permanence we contribute towards the idea of moving away from a disposable consumer based society and we have established this concept as the corner stone of our environmental philosophy.
WHAT IS YOUR STANDARD LEAD TIME?
We operate on a standard lead time of 12 weeks. For special situations we will work with you to accommodate as best we can depending on where we are in the production schedule. We will do our best to inform you of your exact lead time at time of order.
WHAT IF I HAVE A SPECIFIC LEAD-TIME?
Please share your lead-time with us and we will work with you to accommodate it. Rush orders can be accommodated for an additional fee if need be. Please inquire.
CAN I CANCEL MY ORDER?
Buyer must provide Seller with a written request for any cancellation. Seller will attempt to accommodate requests for cancellations but cannot guarantee stoppage of shipment for stocked products. IF WORK HAS BEEN PERFORMED, ANY COSTS INCURRED BY SELLER WILL BE CHARGED TO THE BUYER, WHICH MAY INCLUDE A CANCELLATION CHARGE UP TO THE PRICE OF THE PRODUCT.
WILL MY PRODUCT LOOK THE SAME AS YOUR IMAGES ON THE WEBSITE?
While we make every effort to represent the "true" look of all our products on our website we cannot take into account the various qualities and settings in individual screens and or printed colors. Many of our products use natural materials which are subject to variation in color, tonality, shade, flow, veining, grain, spotting and texture resulting in "normal" variances but we apply strict quality control to ensure as consistent a finished look as possible to all our products.
DO YOU CUSTOMIZE YOUR PRODUCTS?
Other than limited edition runs all our products come with a minimum of two standard available finishes but if you require a specific material for your project we can offer custom orders for some of our products. Typically customization will incur a charge equal to 30-50% of the value of the standard item. Our lead-time for custom orders is 12-16 weeks. Please inquire.
HOW ARE YOUR PRODUCTS SHIPPED?
Most of our products are too large or fragile to ship via UPS and must ship via common carrier (motor freight or by water for overseas orders). If your order is oversized one of our sales representatives will contact you with a shipping quote for approval prior to finalizing your order and payment. We have engineered and developed specific crating for each and every product, these crates are designed specifically to ensure, to the best of our ability, safe transport of even our most fragile items. If the buyer wishes to provide their own crating then this is permitted BUT BY DOING SO THE SELLER WAIVES ANY AND ALL RESPONSIBILITY FOR THE SAFE TRANSPORT OF ALL PRODUCTS.
WHAT IF MY ORDER IS DAMAGED IN SHIPPING?
Please examine condition of crates before signing delivery receipts: Our products are thoroughly inspected and carefully packed before leaving our facility. Should you receive products in a damaged condition apparent or concealed, claims for damage must be made against the carrier immediately. Keep all packaging materials.
Apparent Damage: Should visual inspection upon the receipt of a shipment show damage, it must be noted on the delivery receipt and signed by both you and the driver. Failure to do so will result in the carrier refusing to honor your claim. Retain all packing materials and notify carrier within immediately that you wish an inspection report made, so you can proceed to make a claim against carrier.
Concealed Damage: When damage is not apparent until the product is unpacked, then a claim for concealed damages must be made immediately. Retain all packing materials and notify carrier that you wish an inspection report made so you can proceed to make claim against carrier.
WHAT IS YOUR RETURN POLICY?
You may return your purchase within 10 days of receiving the item. If the product is delivered using our crating then for damaged or defective products we will issue a full refund for the order once we have received the item at our facility. The product must be un-assembled (if applicable) and in its original packaging. If the return is not due to damage or defect you are responsible for the initial shipping charge as well as the shipping cost back to us. A refund will be issued less a 25% restocking fee. Custom orders and limited edition pieces may not be returned.
WILL I BE CHARGED SALES TAX?
We are required to charge sales tax on the merchandise & shipping total for items shipped to Canada (GST) and Quebec (GST + QST). Sales tax will not be charged on orders shipping to non- Canadian addresses.
HOW DO I CLEAN AND CARE FOR MY PRODUCT?
For dusting and light cleaning of hard surfaces use a soft, dry cloth. For further cleaning, dampen a soft clean cloth with distilled water and firmly wring out. Gently wipe the surface then immediately use a dry cloth to wipe the surface again. Repeat the process with clean water as necessary. Polish with a soft cloth after wiping. Do not use abrasive or acidic household cleaning products. For the best maintenance of the product, protect it against sunlight and heat, and try to keep it away from moisture, grease and dirt. To avoid stains on horizontal surfaces, use coasters or mats under flower pots, vases, cups, glasses etc. Furthermore, protect the surfaces against sharp objects that might scratch. If there are specific instructions required for special materials this information will be provided in your package with the delivery.