Our Policies + Care
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:
For individual and product specific downloads, please refer to the links below:
Product Care for Stainless Steel / Aluminum
Product Care for Petrified Wood
Product Care for Outdoor Furniture
Repairs
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 your order number, photos and a brief description to cs@ftsny.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 sales@ftsny.com.
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.
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.
Returns + Exchanges
The return policy below applies to retail purchases only and does not apply to trade and wholesale accounts.
Proof of purchase is required to issue a refund, credit or exchange. Refunds will be issued in the original form of tender, or in the form of store credit, at the Manager’s discretion.
Returns are not accepted after 14 days of receipt of merchandise. In the case of delayed deliveries due to special circumstances, return policy may alter at the discretion at FTSNY.
After 48 hours from time of purchase, all *Built-to-Order and Gus Modern Furniture returns will be subject to a 15% restocking fee. *Built-to-Order items consists of all products where the top and base are sold separately.
Delivery or Shipping Fees are non-refundable on all returns or exchanges once the service is rendered and accepted by the customer.
**Special order items and items with custom modifications are non-refundable. **See Special Order Agreement for further details.
The following items are considered as FINAL SALE and are not available for return.
a. Outlet items or floor samples, as noted on order.
b. Special Order Furniture that is custom made from FTSNY Factory, Loloi Rug and Gus* Modern Purchases.
c. Items that are modified to client specifications within FTSNY Workroom.
Price adjustments in the form of a store credit are available for purchases made up to 7 days prior to a promotion or sale.
For more information please refer to our return policy.
3. LOCAL DELIVERY THROUGH ONLINE PURCHASE
Most items can be delivered locally in the New York metropolitan area without a custom quote. The price depends on your distance (radius in miles) from the warehouse located in Queens, but it covers Manhattan, Brooklyn, Queens, Bronx, and some parts of New Jersey. There are 4 "Areas" in the local delivery zone. Online Prices DO NOT include walk ups, additional cost will apply.