Our Policies + Care

Additional services include:

  1. Product Care
  2. Ordering, Lead Times and Returns
  3. Local Delivery through Online Purchase

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.

FTSNY offers custom finishing with low VOC, waterborne formulas. Most of our wood products are finished with Nitrocellulose Clear Lacquer.

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

https://www.ftsny.com/pages/product-care

For individual and product specific downloads, please refer to the links below:

Product Care for Iron

Product Care for Stainless Steel / Aluminum

Product Care for NC Finish

Product Care for Leather

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.


2. ORDERING, LEAD TIMES AND RETURNS

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

RETURNS AND EXCHANGES

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.

All furniture purchases can be cancelled for a full refund within 48 hours of purchase date unless otherwise noted as a FINAL SALE item. A 15% restocking fee will be added to all returns requested after the 48 hours of purchase and are available within 7 days of receipt of goods. Restocking fee does not apply to the Accessories category.

FTSNY does not accept returns after 7 days from receipt of goods. Delivery or shipping fees are non-refundable on all returns or exchanges once the service is rendered and accepted by the customer.

The following items are considered as FINAL SALE and are not available for return:

a. Outlet items, discontinued items, or floor samples, as noted on order.

b. Special order or custom made furniture; rug and sofa orders are considered “Special Order.”

c. Items that are modified to your specifications.

Price adjustments in the form of a store credit are available for purchases made up to 7 days prior to a 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. 

Local delivery starts at $170 to $295. If you are within the local delivery zone you will see a local delivery price at checkout.

 

Standard White Glove / Local Delivery Costs Distance to shipping address from our Queens warehouse. 
Under 2 miles Under 4 miles 4 to 6 miles 6 - 18 miles
$170 $190 $235 $295

*Orders over $5,000 will have additional charges added to to above prices.

Continue shopping
Your Order

You have no items in your cart