FAQs

LOCATION

// Where is the Showroom? Do I need an appointment?

The Showroom is located in Los Angeles, CA. Appointments are not necessary. Additional contact information is available here.

// Can I visit the production warehouse?

We do not allow visitors at our production warehouse due to Covid and other safety concerns. The only time a customer would be allowed at the warehouse would be for a furniture pick-up, scheduled at least 48 hours in advance with our Logistics Coordinator.

 

PAYMENT

// Is a deposit required?

All orders placed on the website are due in full at time of purchase. All orders made with a Design Consultant require a 60 percent deposit with the remaining balance due prior to shipment.

// Can I pay with a check or wire transfer?

Yes, we allow payment with a check or wire transfer, but it must be made in full at time of purchase. 

// Do you allow returns or exchanges?

Yes, we allow returns and exchanges under specific circumstances. Please refer to our shipping page for more information.

 

ORDERING

// How long is an estimate good for?

Estimates are valid for 30 days. 

// How do I customize a piece of furniture?

Most furniture can be customized by size, color, material, orientation, etc. Please contact a Design Consultant for additional information. Refer to the contact page.

// Do you accommodate COM, COL and COH?

Croft House only allows COM, COL, or COH as part of trade customizations. Please refer to our trade page for more information on this program.

// Should my piece look exactly the same as the picture on the website?

    Croft House uses high quality, natural materials. As such, there will be natural variation in veining, hide texture, wood grain, and wood color. 

    // When can I expect my furniture?

      Standard production lead time is 14-16 weeks. Lead time does not include packaging or transit. Sierra Chairs are available in 8-10 weeks.

       

      SHIPPING

      // Does your furniture come fully assembled?

      Most Croft House furniture items are delivered fully assembled. There are some exceptions including beds, most shelving, and dining tables that arrive disassembled.

      // Are legs removable for delivery?

      Most Croft House furniture items are delivered fully assembled. Part of our quality control process is making sure that the bases are at the correct tension for stability. While there are certain exceptions that come unassembled (ex. beds, most bookcases, and dining tables), we do not recommend disassembling furniture for delivery that comes assembled.

      // How is my order packaged for delivery?

        Orders are packaged and strapped securely on custom carton pallets (i.e. wooden pallets with dunnage and reinforced corrugated sides). The wooden pallet bases will need to be discarded if white glove delivery is not requested. To open our packages, you will need a box cutter/scissors. 

        // What is the general price range for California, white glove, curbside deliveries? *Subject to increase depending on quantity of pieces and difficulty of delivery*

        • Local (LA) - starting at $199
        • Orange County and San Diego - starting at $225
        • SF - starting at $350
        • Curbside - starting at $420
        • White Glove - a delivery form will be required for proper quoting

        // Can you ship pieces of furniture by FedEx/UPS parcel services?

          No, due to the size and weight of our pieces, we cannot send our furniture through parcel services of any kind.

          // Where does Croft House ship?

            Croft House ships to Hawaii, Mexico, and Canada in addition to the continental United States. When shipping to Canada, Hawaii, or Mexico, please request a quote from info@crofthouse.com as it cannot be directly processed through our website. White glove is not available outside the continental United States. Other international shipping is currently not offered. If you want to ship outside of these areas, Croft House offers crated pick-up for an additional fee from our warehouse for your scheduled carrier.

            // Can you combine separate orders for shipping?

              As long as the order dates are within two weeks of each other, we will combine the orders for a fee. Please inquire with a Design Consultant team through info@crofthouse.com regarding this request.

              // Can you remove my existing furniture during the delivery?

                Unfortunately, we are not able to remove your existing furniture.

                // How are your beds, dining tables, bookcases shipped?

                  Most of these items will require assembly. If white glove service is requested, the agent will assemble these items for you.

                  // What are your warranty terms? 

                    Because each piece is made specifically for the buyer, we are unable to offer a warranty. Please ask any questions you may have in order to ensure proper care and longevity of your piece. As is typical with natural materials, there may be some cracking and color change to the piece; this is not unusual. If the piece(s) show faulty craftsmanship within 180 days, we will do our best to provide repairs. No piece may be returned without Croft House’s written consent.

                    // How will I be contacted for the delivery of my order? 

                      Our Logistics Coordinator will contact you by email/phone to notify that your order is ready to ship. They will handle final balance payments and shipping address/date confirmation. Once the order is shipped the coordinator will send tracking and ETA information through email.

                      // What are your storage fees? 

                        The order can be stored at our facility for up to 30 days with no charge. If the shipment is not accepted during this period, the order will incur an additional 5 percent of total cost of furniture from 31 to 60 days of storage. From 61 days to 90 days of storage, the order will be charged an additional 10 percent. After 90 days, additional fees or cancellation of order are at the discretion of Croft House.

                        // What to do if my order is missing or is delayed in transit? 

                          Reach out to our Logistics Team at 213-341-5535 or at emily@crofthouse.com.

                          // What if my order arrives damaged?

                            Items must be inspected at the time of delivery. If anything is incorrect or the piece was damaged during shipping, this is the only time the buyer will be able to indicate problems with the piece. Please denote any damage on the BOL or delivery document and reject delivery in necessary cases. A signed delivery document confirms the order was delivered as ordered without damage.  Any transit damage that is reported without notation on the document may preclude a damage claim. If you receive a damaged item, please reach out to our Logistics Team at 213-341-5535 within 24-48 hours of receiving. 

                            If there are any transit damage issues with your piece, please review this form ahead of time and make sure you have all the information to submit a proper claim.

                            // What is my default shipping type?

                              All online orders have a default ship type of curbside delivery outside of California.  Please contact a Design Consultant at sales@crofthouse.com if you are interested in upgrading the ship type to white glove delivery.

                              // What is included in white glove deliveries?

                                White glove deliveries include delivery into the room of choice, unpack and removal of all packaging debris. Detailed notes will be required on the delivery form to ensure proper preparation by delivery personnel to get your pieces safely into your home. 

                                // What is the typical shipping timeline process? 

                                  Once an order has been completed, the Logistics Team will connect to confirm delivery details. If an order requires packaging, it will take 2-4 to prep prior to shipping.

                                  // What are the approximate transit times for our standard LTL curbside deliveries? (Add 3-4 business days to these estimates for white glove deliveries without specified information.) 

                                  • California: White glove delivery is the default shipping method for most of California, timing referenced below:
                                    • Local Deliveries (every Tuesday)
                                    • Orange County & San Diego (every other Monday)
                                    • Northern California (every Thursday/Friday)
                                    • All other locations not within these above regions will ship by LTL curbside: 1-2 business days
                                  • Midwest: 3-4 business days
                                  • South: 3-6 business days 
                                  • East Coast: 5-6 business days