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FAQ

You have questions? We have answers.

 How long does it take to ship an order? It usually takes 14-21 days. All furniture frames are stocked in LA. We manufacture the cushions as soon as they are ordered to the individual spec of the customer. ON the occasion it can take longer i.e.: fabric choice is out of stock, item has recently run out of stock, time of season can cause unexpected delays. We will notify you if any delays occur.

 How is the furniture shipped? All furniture orders are shipped common carrier delivery. We offer 3 levels of delivery service.

1) Standard Delivery (Cost-Free). Deliveries of furniture will be made to the curbside or end of driveway at your location.

 2) Room of Choice Delivery (Cost-$99) Deliveries of furniture will be made with 2-person team and liftgate. The team will deliver the shipment to room of choice which includes your patio, 2 flights of stairs and 30 mins on location. This does not include set up and any package removal.

 3) White Glove Delivery (Cost-$199) Deliveries of furniture will be made with a 2-person team and liftgate. Team will deliver to room of choice which includes your patio, 2 flights of stairs, unpack/assemble merchandise and 30 mins onsite. All trash and debris will be removed.

Once shipped how long to receive? Is there a tracking #? We ship from our warehouse in LA. S&H can take up to 10 days depending on where you are located in the country. Once items are shipped you will be emailed a notification with tracking and tracking link for your reference. Any question customerservice@willowcreekllc.com

What is your return policy? We accept limited returns. All cushions are custom made to a clients specs. Freight transportation and repackaging make this a great inconvenience and cost. Questions and concerns are best to be handled before shipment. If a item is received damages or defective then it is replaced by following our customer service protocols. Email with questions. 

How do I select my cushion fabric color? We offer a large number of Sunbrella fabrics for our customer to choose from. These selections can be viewed in Fabric. Each fabric coincides with the option drop down of each SKU. Make sure when you order the drop down and final cart option matches the fabric option you selected. We offer free fabric swatch service. Please order at no charge which physical fabric you would like sent two you for inspection. PLEASE NOTE: All Cushions are considered custom. Custom items are NOT RETURNABLE. Please make sure your choice is correct. You have 48hrs to change from time order is placed. 

 What Grade Teak Do You Use? We use Grade A Teak which is harvested in Indonesia via V Legal and FSC certification. 

Is there a finish or sealing on the teak? No, our teakwood is 100% naturel. No sealing or other chemical finish. Care and maintenance is required. Please refer to your supplied care and militance instructions. 

My cushion fabric does not match the picture? Our complete fabric offering is made by Sunbrella and is universal in market place. To improve the customer experience all options on set configurations are computer generated and not guaranteed as accurate. Lighting and other situations can change the appearance. Please refer to our Fabric Selection to confirm the actual Sunbrella swatch for most accurate representation. 

Do you send fabric swatches? Yes, email customerservice@willowcreekllc.com with name, address and up to 6 fabric choices. 

What teak oil do you recommend? We recommend our brand of Willow Creek Designs Teak Oil. We have a great line of care and maintenance products on site. 

 I have a store or website and want to offer your products? We do offer our products through select distribution partners. Please email customerservice@willowcreekllc.com with your contact and site details. 

 I have a product and want to offer it to you for your site? Please email your product offering and pricing to customerservice@willowcreekllc.com. Please understand we have a high standard of quality and design. You have one shot. Bring your A game. 

 What is your warranty? All teak items come with a 1 year warranty from date of purchase. This cover structure and teak material. Sunbrella cushions come with a 5 year warranty against fading or other deterioration. This cover the Sunbrella cover only not foam core. Please contact customerservice@willowcreekllc.com  to start a claim. 

 What do I need to do at delivery? All items are delivered on wood pallets, banded and covered in shrink wrapping. All cushions are based and nested and secured within the furniture. The carrier will call 24hrs before delivery to set up delivery appointment. The driver will arrive at your location in a large semi truck. You ordered furniture...it is big. The pallets can range from 4' TO 9' depending on what was purchased. The pallet is not taken by the carrier at the time of delivery. It is the clients responsibility to dispose. PLEASE NOTE: Do not sign any driver paper work until you have inspected the shipment. You want to make sure no items are damaged before you sign. Most likely all is well and you can sign and release the driver. BUT, if damage is seem you need to make notations of the bill of lading and take pictures. These steps are for your protection. Please contact us to discuss option of replacement. 

 If there is a topic not covered here?

Email: customerservice@willowcreekllc.com  

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