Policies + FAQs

 

Repair policy

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 cs@ftsny.com.

 

Ordering and lead times

For in-stock items, UPS orders have a packing time of 3–5 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.

 

Custom orders

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.

For more information please contact sales@ftsny.com.

 

Returns and exchanges

For return policy details, please refer to our return policy sheet. 

 

FAQs

How can I prevent mildew?

We recommend using Wet and Forget outdoor cleaner.

 

How do I clean my wood table?

We recommend using basic soap and water for common food spills. Murphy oil soap is also recomended.

Note: Do not use vinegar to clean wood surfaces. This can ruin the finish.

 

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 email Customer Service to make an appointment to visit the warehouse: cs@ftsny.com.

 

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.

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