Our Policies + Care

 

1. PRODUCT 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.

<span>We are happy to announce that our natural finish is now GreenGuard Certified and adheres to a high level of environmental and health standards.</span>  <span>It contains little to no VOCs upon delivery.</span>
      
We are happy to announce that our standard natural finish (Nitrocellulose Lacquer ) is now GreenGuard Certified as low-VOC and adheres to a high level of environmental and health standards. 
It contains little to no VOCs upon delivery. FTSNY also offers other finishes for custom work which are water-based and/or low-VOC.

For care instructions and more information, please refer to the following:

Product Care Sheet

  

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.


2. ORDERING AND LEAD TIMES

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.

 

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.