Q: Can all the furniture on your website be customized?
A: Nearly all of our products can be customized. We have a versatile Custom Order Form that allows you to choose from our family of brands and the products on our website that are available to customize. Or you can start from scratch and create your own custom order.
Q: Is there a warranty?
A: Our different brands each carry their own warranties to ensure quality service. Visit the "About Our Brands" tab at the bottom of the page and select the brand you want to work with to view their warranty information.
Q: Can I choose the shipping company?
A: Our brands usually know who is the most reliable and default to their favorite choices, however, they realize that customer service is priority and are always willing to accommodate. An additional fee may be added due to the difference is shipping costs.
Q: What do I do if I want a specific color, wood type, finish, or any customization that isn't listed on your Custom Order Form?
A: Let us know! Our family prioritizes giving you the perfect quality piece for your space. Email us at twistedtimbergroup@gmail.com or visit our Contact TTG page. We would love to work with you.
Q: Are all your products Made in America?
A: YES! All of our products are made in America and custom. However, this excludes some accessories such as knobs, hinges, legs, etc. Some of our brands do not specialize in metal work and as such, use what is available.
Q: How does the order process work?
A: We work in two ways. The first is simply adding an existing item to your cart and checking out in the traditional way most websites work. The second is filling out and submitting our Custom Order Form. If you choose the second option, we will contact you with further questions (if needed) and email you a quote before we move on to finalizing your order. We want your custom order to be perfect so please be patient with us!
Q: What payment methods do you accept?
A: We integrated our checkout with Visa, Mastercard, Discover, and American Express. For ease of use and faster checkout, we also use Apple Pay and Google Pay.
Q: Is the total purchase amount for the product due at checkout?
A: Yes, we expect the total amount due at checkout. We do not accept installments.
Q: I'm not sure what brand I want to use when ordering a custom product.
A: That is perfectly fine! Submit your Custom Order Form and we will consult with the brand that best fits your needs. It's what we do!
Q: Why do orders take so long to deliver?
A: Generally speaking, items that are available and not customized will take much less time to reach you. If stock is getting low, more will need to be created to meet demand. Typically, and order will take 8-12 weeks to complete if it is custom. This is due to the product literally being made from scratch. Finishes and sealants take time to cure. Specialty woods take time to procure. Be patient with us. Our products are top notch and are made with quality in mind.
Q: I want to return my item.
A: Our family of brands understand that returns may be requested. However, custom orders from scratch cannot be returned unless under extenuating circumstances. Please contact us at twistedtimbergroup@gmail.com to discuss returning a product if it is within 7-days of receiving the product.
Q: I have a question not on this page.
A: Please visit our Contact page or email us at twistedtimbergroup@gmail.com.
