Policies + FAQs
As wood adapts to its environment, its characteristics may change. FTSNY continues to work with our crafts people to advance our designs and manufacturing processes to help minimize these naturally occurring changes. Exposure to extreme temperature shifts are the main cause for these changes. These changes can be deformation or discoloration.
For care instructions and more information, please refer to the following:
At From the Source we take great pride in the quality and craftsmanship of our products. If the structural integrity of your piece is compromised by a manufacturer’s defect, FTSNY will gladly repair or replace your merchandise. To place a repair or exchange claim please send your order number, photos and a brief description to email@example.com.
FTSNY also offers repair, refinishing, and modification services to our products that fall out of our warranty for additional fees. Quotes can be provided by our sales staff.
For more information please contact firstname.lastname@example.org.
For in-stock items, UPS orders have a packing time of 3 to 5 days before shipping, freight items typically ship in 2-3 weeks. Modifications typically require a 3-4 week turnaround. Most in-house (NY) custom projects require a 4-6 week turnaround. Special orders and Custom designs produced at our factory in Java, Indonesia typically require a 12-14 week lead time.
We welcome custom orders, from individual orders to large scale commercial projects. Our in-house design team will work with you to create a quote for your approval. Once approved, custom orders require a non-refundable deposit of 50%. Custom furnishings are not returnable and minimums do apply.
3. RETURNS + EXCHANGES
The return policy below applies to retail purchases only and does not apply to trade and wholesale accounts.
For full details please refer to our return policy.
How can I prevent Mildew?
We recommend using Wet and Forget outdoor cleaner.
Do you ship internationally?
Yes we do. To receive an international shipping quote, please contact us at Cs@ftsny.com.
How can I make an appointment to see the warehouse?
Please call our showroom to make an appointment to visit the warehouse + 1 212 255 9209
How do I sign up for your newsletter?
You can sign up for our newsletter to find out about showroom updates and events at the bottom of our home page.
For any other questions or inquiries please email us at Cs@ftsny.com