Customer Policy Statement

The purpose of this policy is to streamline as well as improve the process for purchasing furniture, furnishings, and accessories. The mission of TTG is to obtain high quality furniture and services that meet or exceed the customer’s expectations for performance, standard and availability at the time of purchase, while operating at the highest standards of ethical conduct. We look forward to accomplishing this through collaborative team effort with our family of brands.

How TTG Works:

The responsibility for recommending, specifying, pricing, ordering, receiving and payment of all products at TTG will be shared between Web Management and Procurement Brands. Although reporting to different brands and assigned different responsibilities, all core systems, methods, policies and procedures remain common. To simplify, TTG is a collection of multi-brand companies that operate separately to give our customers a wide array of furniture collections. The goal is to consolidate these multi-brand companies under TTG to better serve our customers while providing a "one-stop shop" for customers that crave more options in their furniture choices without sacrificing quality.

Procedures:

The following policy and sequence of events will apply to all requests for new or existing furniture.

  • All requests for purchase of new furniture or refurbishing of existing furniture must be initially submitted electronically by use of the Add to Cart button or the Custom Order Form, which is accessible through the TTG website. Any request directly sent to procurement will require Web Management review and sign off before submitting directly to the brand review. 
  • Requests can be submitted anytime during the year; however, this process takes 2-3 business days to compete and/or receive a quality quote.
  • The initial requests will be reviewed by our Web Management team, forwarded to our family of brands, and recommendations will be made based upon a review of information provided by customers during checkout or via forms. (Factors to be considered include functionality, availability, pricing, and sustainability etc.)
  • Client will be presented with options and price quotes.
  • Our brands will create a purchase order, delivered via email to the customer. Any questions related to the PO will be directed towards the client via phone or email if more information is needed to complete the order.
  • Brands will coordinate with TTG, construction team, and the customer for the delivery of the furniture. If no specification for delivery type is stated, brands observe the right to choose based on preference.
  • Customer is responsible for inspecting furniture upon delivery, but also allowed to request updates on purchases directly through the brand or TTG Web Management. 
  • Return requests must be submitted within 7 days of receiving the order from shipment. Customer is responsible for wrong address leading to reshipment of a product. Customer is responsible for contacting shipping company related to damage. Supplier is responsible for mis-produced product. Vendor is responsible for mistakes in relaying information to the supplier. 
  • There will be a 20% restocking fee for general returns with no product fault subtracted at time of refund.
  • Brands will work with the customer, TTG, and delivery/procurement to ensure the standardized invoice is issued for the work. A quote is standard for custom orders (Custom Order Form) to ensure customers can control "type" of product and have price control.
  • Customers should provide 8-12 weeks lead time from the time of purchase order created for furniture order to be received. Wait times are subject to less or more time based on delivery companies and specialty of the product. (Factors include, but are not limited to, availability, type of sealants, and type of wood.)
  • IF wait times are to exceed 12 weeks, brands are required to both inform TTG and the customer to ensure quality management of customer service expectations. "Valid reasons" are considered plausible reasons for delayed delivery from PO to customer address. (This is not limited to difficulties in availability of certain products/wood types.)
  • TTG Policies work in addition to our family brand's policies. See below for links to the specific policies. If no policy exists with the Brand, they assume to follow the policies set by TTG.

Brands and Policy Links:

Hold Fast Milling & Desing: No existing policy of their own. Subject to all of Twisted Timber Group LLC.'s customer policies.

Customer Privacy:

Cookies

Like many websites, we use Cookies on our Site. We use Cookies to power and improve our Site and our Services (including keystrokes), to run analytics and better understand user interaction with the Services (in our legitimate interests to administer, improve and optimize the Services). We may also permit third parties and services providers to use Cookies on our Site to better tailor the services, products and advertising on our Site and other websites.

Most browsers automatically accept Cookies by default, but you can choose to set your browser to remove or reject Cookies through your browser controls. Please keep in mind that removing or blocking Cookies can negatively impact your user experience and may cause some of the Services, including certain features and general functionality, to work incorrectly or no longer be available. Additionally, blocking Cookies may not completely prevent how we share information with third parties such as our advertising partners.

Personal Data

When submitting a form or purchasing an existing item, TTG may ask you to provide us with certain personally identifiable information that can be used to contact or identify you. Personally identifiable information may include, but is not limited to:

  • Email address
  • First name and last name
  • Phone number
  • Address, State, Province, ZIP/Postal code, City
  • Usage Data

Usage Data Explained

Usage Data may include information such as your device's IP address, browser type, browser version, the pages of our service that you visit, the time and date of your visit, the time spent on those pages, unique device identifiers and other diagnostic data. Almost ALL websites collect this data.

How TTG Uses Your Data

  • To provide and maintain our Service, including to monitor the usage of our Service.
  • For the performance of a contract: the development, compliance and undertaking of the purchase contract for the products, items or services you have purchased or of any other contract with us through the service.
  • To contact You: To contact you by email, telephone calls, SMS, or other equivalent forms of electronic communication, such as a mobile application's push notifications regarding updates or informative communications related to the functionalities, products or contracted services, including the security updates, when necessary or reasonable for their implementation.
  • To provide You with news, special offers and general information about other goods, services and events which we offer that are similar to those that you have already purchased or enquired about unless You have opted not to receive such information.
  • To manage Your requests: To attend and manage your requests to us.
  • To deliver targeted advertising to You: We may use your information to develop and display content and advertising (and work with third-party vendors who do so) tailored to Your interests and/or location and to measure its effectiveness.
  • For business transfers: We may use your information to evaluate or conduct a merger, divestiture, restructuring, reorganization, dissolution, or other sale or transfer of some or all of our assets, whether as a going concern or as part of bankruptcy, liquidation, or similar proceeding, in which personal data held by us about our service users is among the assets transferred.
  • For other purposes: We may use your information for other purposes, such as data analysis, identifying usage trends, determining the effectiveness of our promotional campaigns and to evaluate and improve our service, products, services, marketing and your experience.

We may share Your personal information in the following situations:

  • For business transfers: We may share or transfer Your personal information in connection with, or during negotiations of, any merger, sale of company assets, financing, or acquisition of all or a portion of our business to another company.
  • With Brands: We may share your information with our affiliates, in which case we will require those affiliates to honor this Privacy Policy. Affiliates include any other subsidiaries, joint venture partners or other companies that we control or that are under common control with us.
  • With business partners: We may share your information with our business partners to offer you certain products, services or promotions.
  • With other users: when you share personal information or otherwise interact in the public areas with other users, such information may be viewed by all users and may be publicly distributed outside.
  • With Your consent: We may disclose your personal information for any other purpose with your consent.

Retention of Your Personal Data

TTG will retain your personal data only for as long as is necessary for the purposes set out in this Privacy Policy. We will retain and use your personal data to the extent necessary to comply with our legal obligations (for example, if we are required to retain your data to comply with applicable laws), resolve disputes, and enforce our legal agreements and policies.

TTG will also retain usage data for internal analysis purposes. Usage data is generally retained for a shorter period of time, except when this data is used to strengthen the security or to improve the functionality of our service, or we are legally obligated to retain this data for longer time periods.

Transfer of Your Personal Data

Your information, including personal data, is processed at the TTG's operating offices and in any other places where the parties involved in the processing are located. It means that this information may be transferred to — and maintained on — computers located outside of your state where the data protection laws may differ than those from Your jurisdiction.

Your consent to this Privacy Policy followed by your submission of such information represents your agreement to that transfer.

The Company will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this Privacy Policy and no transfer of your Personal Data will take place to an organization unless there are adequate controls in place including the security of your data and other personal information.

Disclosure of Your Personal Data

Business Transactions:

If TTG is involved in a merger, acquisition or asset sale, your personal data may be transferred. We will provide notice before your personal data is transferred and becomes subject to a different Privacy Policy.

TTG also works in close contact with our family of brands. Transaction information is shared only in the event of a sale or refund to complete purchases.

Law Enforcement

Under highly unlikely circumstances, the TTG may be required to disclose your personal data if required to do so by law or in response to valid requests by public authorities (e.g. a court or a government agency).

Other Legal Requirements

The Company may disclose your personal data in the good faith belief that such action is necessary to:

  • Comply with a legal obligation
  • Protect and defend the rights or property of the TTG
  • Prevent or investigate possible wrongdoing in connection with the service
  • Protect the personal safety of users of the service or the public
  • Protect against legal liability

Security of Personal Data Protection

The security of your personal data is important to us but remember that no method of transmission over the Internet, or method of electronic storage is 100% secure. While we strive to use commercially acceptable means to protect your personal data, we cannot guarantee its absolute security. Working with multiple brands guarantees the transfer of data to other companies who use their own forms of data retention. We are not responsible for the brands in such a case.

Analytics

We may use third-party Service providers to monitor and analyze the use of our Service.

Email Marketing

We may use your personal data to contact you with newsletters, marketing or promotional materials and other information that may be of interest to you. You may opt-out of receiving any, or all, of these communications from us by following the unsubscribe link or instructions provided in any email we send or by contacting us.

We may use Email Marketing Service Providers to manage and send emails to You.

  • SMS Bump with Yotpo

"Do Not Track" Policy

Our service does not respond to Do Not Track signals.

However, some third-party websites do keep track of your browsing activities. If you are visiting such websites, you can set your preferences in your web browser to inform websites that you do not want to be tracked. you can enable or disable DNT by visiting the preferences or settings page of your web browser.

Links to Other Websites

Our Service may contain links to other websites that are not operated by us. If you click on a third-party link, you will be directed to that third party's site. We strongly advise you to review the Privacy Policy of every site you visit.

We have no control over and assume no responsibility for the content, privacy policies or practices of any third-party sites or services.

Changes to This Privacy Policy

We may update Our Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page.

You are advised to review this Privacy Policy periodically for any changes. Changes to this Privacy Policy are effective when they are posted on this page.