Frequently Asked Questions (FAQ)
Ordering & Products
Are your products made to order?
Many of our products are made to order or custom configured based on the finishes and options you select. This allows us to offer a curated selection designed to suit your space and style.
Can I change or cancel my order?
If you need to make a change, please contact us as soon as possible. Once an order has entered production or processing, changes or cancellations may not be possible.
We’re always happy to review your request and advise on next steps.
Do you offer custom options?
Some products offer multiple finish, color, or configuration options. Available options are listed on each product page. If you have questions about selecting the right option, feel free to contact us before ordering.
Shipping & Delivery
Where do you ship?
We currently ship throughout the continental United States.
How are orders shipped?
Orders are shipped via FedEx, with the delivery method determined by the size and weight of the item. Smaller items typically ship via FedEx Ground, while larger items may require freight-style delivery coordinated through FedEx.
Is delivery curbside?
Yes. For larger items, delivery is curbside. Someone must be available to receive the shipment, and an appointment may be scheduled prior to delivery.
Will I receive tracking information?
Yes. Once your order ships, tracking information will be provided so you can follow its progress.
Lead Times
How long will my order take?
Estimated lead times are listed on each product page. Lead times vary by product, finish, quantity, and seasonal demand.
When does the lead time start?
Lead times begin once your order is placed and payment is successfully processed.
Can lead times change?
While we do our best to provide accurate estimates, lead times may change due to production schedules or material availability. If there is a significant update, we will notify you.
Care & Maintenance
How do I clean poly furniture?
LuxCraft offers manufacturer-recommended poly furniture cleaning products for customers who prefer a branded solution. These products are designed specifically for poly furniture and may be used as an optional cleaning method.
Mild soap and water remain effective for routine cleaning, and the use of manufacturer cleaners is not required for proper care.
Can I use a pressure washer?
We do not recommend using pressure washers at close range, as excessive pressure may damage the surface.
Will the color fade over time?
Poly material is UV-stabilized to resist fading. Minor color changes may occur over time due to sun exposure and environmental conditions, but this does not affect structural integrity.
Warranty
Is there a warranty on your furniture?
Yes. Warranty coverage varies by product and manufacturer. LuxCraft products include a limited lifetime residential warranty and a five-year commercial warranty, with specific terms outlined on individual product pages or available upon request.
What is not covered under warranty?
Warranties do not cover normal wear and tear, cosmetic scratches, damage from misuse, improper care, environmental conditions, or natural weathering over time.
How do I submit a warranty claim?
If you believe your product may qualify for a warranty claim, please contact us with your order number, product name, a description of the issue, and clear photos. We’ll assist with the review process.
Support
How can I contact you?
You can reach us through our Contact page. We typically respond within one business day.
Should I contact you before ordering?
If you have questions about lead times, delivery access, or selecting the right product, we encourage you to contact us before placing your order. We’re happy to help ensure a smooth experience.