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ISO Certification. European Quality Control. Professional Design Team. Excellent Customer Service. |
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Frequently Asked Questions1. How do I go about ordering? 2. How can I see materials before ordering? 3. Do you make furniture in different colors than what you have pictured? 4. Can pieces be purchased individually or do I have to purchase the entire set? 5. Can you customize my sofa? 6. How will I know that you have built what I ordered? 7. What material do you use for your furniture? 8. What is the difference between “Full Leather and “Half Leather”? 9. Can you tell me about the frames of the furniture? 10. Can you tell me about the cushions of the furniture? 11. What are some other details about the craftsmanship of your product? 12. Do you have a showroom? 13. How long does it take to receive my furniture? 14. What shipping options do you offer? 15. What kind of warranty/damages and return policies do you offer? 16. How are payments made? 17. What are my responsibilities as a consumer? 18. I have more questions. How can I speak with a representative? 1. How do I go about ordering? To contact a Sales Representative, please Email sales@shangrilasofa.com or contact us toll-free at 1-888-280-3733. Tell us what model(s) and piece(s) you are interested in. Let us know your color and material preference whether it be fabric or leather. We will answer your questions and work directly with you so that you are satisfied with your choices. [Back to top] 2. How can I see materials before ordering? We can send you samples of any fabric or leather, in any color you would like. Because we want you to be confident in what you are ordering, we actually prefer that you request samples before making your final choice. Color, tone, shades or finishes may vary from computer to computer because of screen settings and resolution, so it is advisable to request swatches. [Back to top] 3. Do you make furniture in different colors other than what you have pictured? Because we provide custom features, we couldn’t possibly show every color choice on the computer. Let us know what color family you are interested in and we will send you several swatches to choose from. We can also produce your furniture in fabrics or leather that you provide, but please keep in mind all shipping charges and arrangements will be the customer’s responsibility. [Back to top] 4. Can pieces be purchased individually or do I have to purchase the entire set? Yes. You can purchase individual pieces. Although purchasing an entire set is a cheaper option, we know that sometimes our customers want the option of ordering one piece or a different combination. You decide what works best for you. [Back to top] 5. Can you customize my sofa? Yes. Since we control every step of the production process, we can build almost anything; new designs, variations on existing models, custom dimensions, extra accessories, custom colors and materials. You can even send your own handpicked fabric to our factory to be used in the production of your order, if you wish. The bottom line is that, as a customer, you have more control over how the finished product will look with ShangriLa than with any other company. The cost of modifications and the design of custom furniture varies depending on exactly what you want. Ask your sales representative for details.[Back to top] 6. How will I know that you have built what I ordered? Before your furniture leaves the factory, we will e-mail pictures to you for your approval. Although you cannot change your original order, the factory will correct any errors that are inconsistent with what you originally ordered before shipping your items from the factory. [Back to top] 7. What material do you use for your furniture? Our leather hides are 100% genuine top grain leather that have not been corrected, stretched, sanded or otherwise altered. There are many altered, stretched, split, and corrected leathers that are commonly used for upholstery, but the fact is that these leathers cannot match the durability, feel, suppleness, and look of top grain leather. By default, and unless otherwise requested, we only use top grain leather for our upholstery. If you see any other manufacturers advertising similar products in “leather”, you might wish to inquire as to the type and quality of that leather. It is not uncommon for our competitors to advertise low prices on their product using cheap leather or synthetic materials. If you want top grain leather, it is a costly upgrade. Besides leather, we offer a wide variety of micro fibers and woven fabrics in an array of colors. [Back to top] 8. What is the difference between “Full Leather” and “Half Leather”? Full leather: This option simply means that 100% of the upholstery material is genuine top grain leather, including the base, sides, and back of the furniture. No other materials are used. Half Leather or Leather Match means that the furniture has leather only in areas that directly touch your body when sitting such as the seat cushions and armrests. Other portions of the item, usually the base, sides, and back, is upholstered in a synthetic material such as vinyl or PVC, which are artificial leathers. This option is meant to provide the same look and feel as a full leather product, but at a lower price. You must specify your choice when ordering. [Back to top] 9. Can you tell me about the frames of the furniture? Our frames are constructed of kiln-dried hardwood. Drying the lumber prior to use lessens the chance of it warping during or after frame construction and results in a more consistent product. We do not limit the amount of wood we put into our frames, using whatever is necessary to create a strong, sturdy foundation. Some manufacturers attempt to save costs by using less wood, which results in a fragile, unstable and weak frame. A simple test of weight (lifting our furniture) will tell you how much material went into its construction. [Back to top] 10. Can you tell me about the cushions of the furniture? Cushion density and the type of filling used vary between models. Generally speaking, modern and contemporary styles will tend to use foam as a filling to maintain the sharp edges often associated with them, while more traditionally styled models might use a combination of foam and cotton/nylon stuffing to give a soft, over-stuffed feel. If you are not sure about a particular model, please ask your sales rep. We use several densities of foam, ranging from super firm to super soft. We strategically create layers, normally with firmer foams closer to the frame and softer foams as you move away from the frame and toward outer portions of the furniture. Again, this will vary by model, so you are encouraged to ask if you are unsure. Also available is a “memory foam” upgrade. Often seen in mattresses, this material offers a completely different experience. While firm at first, it will gradually accept you and envelop you as you sit on it. [Back to top] 11. What are some other details about the craftsmanship of your product? Every piece of furniture we sell is hand made to strict quality-controlled specifications. Nail heads are hand-tacked and countersunk into the frame to prevent interference with the upholstery. Metal pieces are made in-house and finished by hand. Stitching is consistently straight and strong. [Back to top] 12. Do you have a showroom? Yes, we dedicate a portion of our warehouse to open product. If you wish to visit us, you may do so between 7:30AM and 4:00PM, Monday thru Friday. For your convenience, we can arrange other times by appointment. We are located in Ontario, CA. If you would like to stop by, please notify us at least 24 hours prior, or set up an appointment, by calling (888) 280-3733. [Back to top] 13. How long does it take to receive my furniture? Time frames given prior to or during production are only an estimate, however, every effort is made to ship your order as soon as possible. The usual lead time is 8-10 weeks for standard orders. Production times are estimated at around four weeks, depending on the size and customization of your order. It takes approximately three weeks on the ocean and one week to clear customs at the California port. Upon arrival at our Ontario, CA warehouse we ship orders as soon as possible. As a service to our customer, we shop for the best shipping rates without sacrificing quality service. [Back to top] 14. What shipping options do you offer? Due to the overall size, weight and/or fragility of our furniture pieces they must ship via a freight service. The standard freight delivery options are "curbside" service or "inside delivery" service; please specify what service you would like at the time of purchase. "Curbside" service means that the driver is required to remove your item(s) from the truck, but is not required to assist in moving your items any distance. Upon delivery to a residence, the driver will move your palletized items to the edge of the truck with a pallet jack, cut through the plastic strapping and shrink wrap and then hand the individual pieces to whomever is accepting the delivery. It may be necessary to have someone available to help you move your furniture inside upon arrival. "Inside Delivery" service means that the driver and one other individual will deliver your items inside the first threshold, and go up two flights of stairs prior to the threshold. If any piece weighs more than 300 lbs. or pieces are greater than four, shipment will only be available for delivery to the First Dry Area or Garage only. There is no assembly or debris removal performed with standard inside delivery. We receive substantial freight discounts from volume shipping, which are passed along to our customers. However, because of our low prices, Shipping & Handling costs for heavy and bulky items can often be a large component of your order total. Rest assured that we continually negotiate with our freight carriers to provide you with the lowest rates available. [Back to top] 15. What kind of warranty/damages and return policies do you offer? All products are warranted for one year from the date of receipt. The warranty covers any manufacturer’s defects, including those affecting the frame, the stitching, and the general construction of the product. Orders placed using standard colors are eligible for return within 14 days of receipt. “Custom” products such as those using non-standard colors, dimensions, accessories, etc, are not eligible for return. For a detailed description of these policies and what is required to utilize them, please read our Terms and Conditions. [Back to top] 16. How are payments made? There are several ways to pay for your product: * We accept Visa and MasterCard directly over the phone. * PayPal payments can be made via the Internet, addressed to: jan@shangrilafurnish.com. * Money orders and cashier’s checks are accepted. A personal check must clear before shipping occurs. Please make checks or money orders payable to: JS Furniture, Inc. 1930 S. Rochester Ave. Suite 114 Ontario, CA 91761 When an order is placed, we require a minimum of 50% of the total as a deposit. The final remaining balance must be paid prior to shipment from our warehouse. Under certain circumstances, such as an extraordinarily customized product, we may require payment in full upon ordering. [Back to top] 17. What are my responsibilities as a consumer?
18. I have more questions. How can I speak with a representative? Simply write info@shangrilafurnish.com or Contact Us through our contact form. Every new question will help us build a better FAQ page. [Back to top] |