FAQ

Shipping

We offer free shipping on all orders to your receiving warehouse. Specifically free shipping applies only to orders that can be shipped to a destination with a loading dock.

Shipping from our production facility to your receiver generally takes between 10 and 14 days.

We do not offer a rush option at this time. Indeed our whole business model is designed around delivering our orders to you as fast as we can.

We do offer White Glove delivery as an option for those projects or individual items where things need to go directly to your clients’ home or project site.

Please note that we can only offer one mode of shipping per order. So if you have some items which need White Glove, please place all those items in one order and complete the check-out process. You can then place a separate order for items needing delivery to your receiver.

White Glove delivery is offered for a flat 7% of the wholesale purchase price of your order. So if, for easy math, your order for White Glove delivery is $10,000 total, the White Glove delivery fee would be $700 for that order. 

 

We will send you an email confirmation once your order has been booked for shipment. Within that email we will send the shipping information: freight carrier, tracking number, etc.

We will also send you an update once we have confirmed that your order has been delivered to your receiver or your customer, if you opted for White Glove.

Yes, we track all shipments as they are in-transit. If we see any anomalies that are causing a delay (e.g. a winter storm) we will send you an email with a heads up.

Unfortunately we do not ship internationally at this time. If you have a specific need for a project, please drop us an email via our Contact Us Page

Returns & Exchanges

We want you to love your furniture! Since we are an online-only business without physical showrooms, we understand many of you are taking a risk by placing your first order.

Therefore your first purchase is fully returnable* if you don’t like it for any reason. Contact [email protected] and someone from our customer service team will send you a label and schedule a pick-up.

*Important note: if your first order is COM/COL it will not be returnable under any circumstances as it is a one-of-kind item outside of our stock fabric program.

Since all our furniture is made to order, outside of your first order we do not accept returns unless your furniture arrives damaged. We believe our online imagery tools, videos, and sample kits provide accurate information so you can make an informed purchase on behalf of your client. However, as stated above, your first purchase is fully refundable, no questions asked.

Contact [email protected] and someone from our customer service team will send you a label and schedule a pick-up.

No. As our commitment to ensuring you love Saltwolf and our products, we will pay for the return shipping from your receiver.

However, if you had the item White Glove delivered to your client or you are needing to return the item after it has been installed at your clients’ home, we will refund your order minus the equivalent charge for White Glove delivery on that item (see White Glove delivery above).

We will refund your order as soon as it has been picked up by our shipping partner.

Clients: can’t live with them, can’t live without them.

Our deep desire is that we’ve done everything we can to help you make a stellar selection and your client will love our pieces. 

If this is your first order with Saltwolf, per the note above, we will happily allow you to return the item for a full refund. However, beyond that, we cannot accept returns.

If the items are damaged, please see the Damaged Item section below.

Damaged Items

As careful as our freight partners are, we know items can be damaged during shipping. For non-white glove deliveries, your receiver should open and check all items for damage upon arrival. If they notice any damage please ask them to take photos and note the condition of the box as well as any damage to the external packaging. Submit those to [email protected] within 10 business days of receiving your piece and depending on the severity of the damage, we will work with you to come to a solution. 

 
If your item is delivered directly to your client via white glove, please inspect it carefully upon delivery (or ask them to inspect it if you are not there) and send information and photos of any damage within 10 business days of receiving. In most cases, we will send a local furniture medic to repair your piece on site. If the damage is severe and cannot be repaired, we will replace it completely. 

Warranty

We stand behind the quality of our furniture and believe it should last for many years. If your client experiences a construction-related issue within one year of receipt of their furniture, we will send a local furniture medic to their home to inspect and determine the best course of action to repair or replace it. This does not include wear and tear or owner-incurred damage. Typical construction-related issues include:
– Fabric seam splits
– Frame cracks
– Innerspring system failure
– Foot or leg splits or cracks
– Foot or leg becomes loose
 
Please contact us at [email protected] as soon as you become aware of any issues so we can work together to come up with a solution.
Please see our Product Care section below as well as read our furniture and upholstery care guides carefully. And we encourage you to share them with your clients before you place your order, to be sure you select the best material for their lifestyle.
 
Additionally, we have included downloadable PDFs in our downloadable section for all our materials that you can provide to your clients.
 

About Saltwolf

Saltwolf is a private company owned and operated by Lindy and Jordan Williams. We are based in Boulder Colorado.
 

All of our upholstered furniture is hand-made at our production facility in North Carolina.

Our performance-velvet is produced in South Carolina USA by the longest continuously run family-owned velvet mill in the world. 
 
Our full-aniline leather is sourced from Italy. The governing body of the European Union ensures the highest standards for animal care (no barbed wire, no branding), fair wages of employees and a leather tanning process with the lowest environmental impact.
 
Our linen-blend is produced in Belgium by a century-old family-owned business. They are regarded as the world’s leading producer of luxury quality linen.

For details please see our Materials and Construction page for information

No, we only sell to the trade. Buyers must be approved interior designers, architects or other tax-exempt design professionals with the necessary credentials.

No, we do not have physical showrooms. This allows us to produce very high-quality furniture at lower prices and pass along a larger profit margin to our design clients. We do, however, have a mobile showroom with sample furniture that we drive to design studios across the country. Please contact us to schedule a visit when we are in your city. We would love to meet you in person!
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