Warranty
+Does the upholstered furniture come with any warranties?
Your upholstered pieces come with a lifetime warranty on the frame & springs and a 10-year warranty on cushion cores, although the cushion cores should remain buoyant for 20+ years.
Returns
+Am I able to return my items?
No. We do not accept returns of pieces, as all pieces are custom handmade pieces that are commissioned for you, the individual client. However, we do assume responsibility for repairing or replacing any pieces that are damaged in transit (and signed for as such upon delivery). We always work with clients to satisfy them in terms of comfort.
+What happens if I am allergic to any ingredient?
We always recommend that people who have sensitivities or potential allergies request and test each individual ingredient prior to placing an order. We will gladly supply the ingredients. Upholstery cannot be returned due to an allergic reaction.
Order Changes or Cancellations
+Can I make a change or cancel my order?
Please see our Furniture Terms and Conditions for questions regarding order changes and cancellations.
Delivery
+What do I need to be aware of with respect to my furniture delivery?
Please see our Furniture Terms and Conditions for an overview of delivery and how to inspect for shipment damage and guidance on refusing a delivery if there is any damage.
Customizations
+Can I change the length of a sofa or loveseat?
Yes. Since we make the frames ourselves, we can make pieces longer, shorter, deeper or higher. There are certain considerations regarding cushion sizes for pieces with multiple loose seat and/or back cushions. Please contact us regarding pricing for each piece.
+Can I raise or lower the seat height?
Yes. If we achieve it by making the legs shorter or longer, then there is seldom an upcharge. If you want the same leg height, we will work together to create an ergonomically desirable comfort level for the buyer's height. Consider this when increasing or decreasing either measurement.
+Can I customize the collection pieces?
Aside from fabric and stain finish choice, we can add or remove welting, button tufting and sometimes change leg style. Let us know what you have in mind, and we will assess feasibility and determine the upcharge, if any. We can often add or subtract a cushion as desired. Adding welting, button tufting, including button back tufting, will likely require an upchage. Some leg styles can be changed without an upcharge. Mid-century or metal legs require an upcharge.
+Can you make a completely custom upholstered furniture piece?
Yes, we can! Keep in mind that we specialize in fully upholstered pieces. So, pieces with an all-exposed wood frame and/or intricately carved wood are not our specialty. The price for custom pieces reflects the estimated labor and materials to make them and a $200 fee for a CAD three-dimensional perspective drawing, to be approved by you, the customer. Please email us with an image or drawing of what you would like with as much detail regarding lengths and other desired measurements, and we'll send you a price quote. Please be mindful though that this is like making a prototype that we will likely never make again. The labor hours involved will far exceed those of our collection pieces and they are priced accordingly.
Ingredients
+Can you make a sofa without any wool?
We have experimented with wrapping the natural latex rubber with organic cotton batting and have been unhappy with the short and long term results. Although organic cotton batting costs about 1/3 of the price of wool, the organic cotton batting compresses or mats quickly. The organic cotton batting also pulls apart when it is pulled to cover the piece’s body and cushions. So, it is not uniform in thickness and starts to looks as though it isn’t. We can use needle punched organic cotton to wrap the piece’s body and use organic batting over the back cushions, but the cushions just are not as comfortable as cushions made with wool in the long-term due to compression of the cotton.
+Why are some of your ingredients sourced outside the U.S.?
Whenever it is possible to source an ingredient domestically, we choose that option. Unfortunately, some raw materials simply aren’t available in the States. This is the situation with the natural/organic rubber, hemp and kapok fibers. We are continually experimenting with raw materials to determine the feasibility of using them based on performance, sustainably, purity and carbon footprint reduction. However, we cannot compromise on quality for an investment product such as our pieces are.
+What happens if I am allergic to any ingredient?
We always recommend that people who have sensitivities or potential allergies request and test each individual ingredient prior to placing an order. We will gladly supply the ingredients for testing. We understand that although we are using natural and organic ingredients that a very small percentage of people do have allergies to some ingredients or fiber content in upholstery fabric. Upholstered furniture cannot be returned due to an allergic reaction.
Flame Retardants & Flammability
+Does your furniture have chemical flame retardants?
No. We do not use chemical flame retardants.
Production Lead Time
+What is the lead time to produce the furniture?
After a few years of unprecedented lead times due mostly to labor shortages, our lead time to produce is back to twelve weeks with West Coast maker and 14 weeks with our East Coast maker. These leads are for our standard line items. Completely custom pieces require approved drawings and a few extra weeks.
The white glove shippers are averaging 2-4 weeks from pick up until delivery. Urban and suburban areas are serviced more frequently than remote areas.
We do not offer discounts if an ingredient is backordered and the lead time is lengthened as a result. We do not give refunds once we have purchased all of the raw materials, upholstery fabric and given the workrooms payment. This is because we don't get refunds either. It isn't borne from greed. The pieces are custom and made-to-order. We don't work on high margins that factor in the option.
Standard Cushion Firmness
+What do the cushions feel like?
Our standard cushion firmness is firm for the seat cushions and medium/firm for the back cushions. We use this because this is what the majority of our customers prefer. The firmer the organic latex rubber, the denser it is. If you prefer a softer density, let us know. We can use a softer density. If you want marshmallow soft cushions as is achieved with pure down, we cannot do that. We can make feather and down envelopes over the organic latex cores of the seat cushions (rather than organic wool wrap) to soften the cushions for a 10% upcharge.
What makes our pieces superior?
+What is under the hood?
Aside from the high-quality ingredients of the kiln-dried solid hardwood, GOLS-certified organic latex, wool, and cotton, some construction details differentiate our pieces. All of our seat and back cushions contain organic latex rubber so that the back cushions stay buoyant and shapely for the life of the sofa. Wool alone in back cushions just doesn't hold up. Firm density latex is our standard in seat cushions and medium/firm density is our standard n back cushions.
Under the upholstery fabric, we upholster the pieces in undyed certified organic cotton canvas. We do this so that there is no chance that the wool starts to migrate through the upholstery fabric or show the holes in the organic latex over the years.
Our standard support is heavy gauge original no sag sinuous springs hat have been in production since 1934. We truly believe that the highest quality sinuous springs are equally as good as eight-way hand-tied springs. Even Consumer Reports agrees! If you want eight-way hand-tied, we can do that for a 10% upcharge for the extra labor. It doesn't change the lifetime warranty that we offer with our sinuous springs.
