FAQ
Lead Times
Updated 2024: Our leadtimes have leveled out and are thankfully more consistent than they were during Covid. The investments and steps we took months ago to improve our efficiency and production have drastically cut our production times. For our customers this typically means handmade quality delivered on time! There are still some obstacles and our leadtimes may vary depending on the item, size, and where it’s being shipped to.
Our motto will remain the same “We’d rather it be late and perfect, than rushed and disappointed”
Our leadtimes will vary depending on the item you order.
Approx lead time by category:
Beds: 2-14 weeks
Casegoods (nightstands, dressers, credenzas, desks): 8-16 weeks
Barstools: 2-10 weeks
Dining tables: 12-20 weeks
Please be patient with us as we’re doing our absolute best with circumstances we can’t always control.
How to Pay
Customers can pay through the website by adding an item to their shopping cart and continuing the checkout process. You may also place an order over the phone or email to pay with a credit card or check. Please call us at 504.408.1616 or email hello@doormandesigns.com. We use secure e-commerce credit card processors for all transactions and will never store or keep your financial information.
Trade members are welcome to pay via bank transfer with no fees associated. If a trade member is paying with a credit card, we do charge a 3.5% processing fee.
Customers are welcome to pay a 50% deposit upfront. The remaining balance is due upon completion and before the item can ship out. Please inquire if you wish to pay a deposit. We will send an electronic invoice to be paid via credit card, or can accept checks. Checks must be cleared before the item will ship.
Shipping and Delivery
All items are blanket wrapped, securely packaged, or shipped in wooden and cardboard crates. Items are typically shipped through local couriers or independent freight carriers. If ordering through the website, shipping will automatically be calculated. If ordering via email or over the phone, customers will receive an invoice to pay via bank transfer or credit card. Once the invoice is paid, the item will then ship. If an item is damaged during shipping, do not throw away the original packaging until contacting us first. Please email hello@doormandesigns.com or call 504.408.1616 with any issues.
We are not responsible to compensate or refund shipping costs for items delayed or lost in shipping. However we always take the necessary action to help customers navigate any shipping mishaps. When working with large shipping companies, each shipment is always insured for the total value.
Assembly-Assembly of your furniture at the time of arrival is not guaranteed. However we always try to arrange shipments with drivers who are willing and able to assemble. The assembly of our beds will take about one hour to complete and is not included in the shipping cost. Delivery drivers do charge extra for assembling our beds. If a customer wishes to have their bed assembled, please let us know at the time of ordering and we will try to accommodate that for you.
Receiving Warehouses-customers are welcome to request we ship items to a receiving, or forwarding warehouse. All shipments made to these third party business are considered FOB destination. Doorman is not responsible for the items once delivered to any third parties. Doorman will not be responsible for any damages, lost, or stolen items. Doorman will not be responsible for compensating any item sent to a receiving or forwarding company. Receiving companies should inspect and review each piece immediately upon arrival and notify of any problems or damages.
Customers Own Material (Fabric and Leather)-For upholstery items (including but not limited to our barstools, chairs, headboards, and cushions), customers are welcome to send us Customer’s Own Materials/Leather (COM/COL) for upholstery. Typically we do not charge extra for COM/COL except if the customization reaches outside the scope of our normal upholstery process. These upcharges will be discussed and communicated with client ahead of time.
Doorman will help figure yardage and square footage needed for fabric, cording, and leather. We always recommend ordering 10-15% extra of any material. We are not responsible for irregularities, damaged, or faulty COM/COL that we receive from outside manufactures. Any and all special instructions regarding leather, pattern placement, pattern repeats, special handling, etc must be communicated before the material arrives and we start upholstering your piece. If your COM/COL requires special handling or packaging, please let us know ahead of time.
Under no circumstances will Doorman be financially responsible to reimburse, rebuild, or compensate for materials that are not usable or have material defects.
Refund and Exchange Policy
All sales are final. Unless the item is damaged in shipping, customers are responsible for any return shipping fees. When returning an item, it must arrive in the same condition in which it was received. If an item is damaged in shipping, please photograph and document the damage. All custom orders are made exactly to client’s preferences. We work extensively with customers to figure out exactly what is desired. We often send photographs, samples, and chat on the phone to figure out a perfect look. Please clarify and use explicit information when ordering or customizing.
If a customer wishes to cancel an order they must do so within 72 hours, or a 25% restocking fee is issued to any returned order. We do not refund shipping costs if the item has already shipped. No refunds will be given after this deadline.
No two pieces are alike, and each is designed with you in mind. Please note that the patina and characteristics will vary amongst different pieces.
Care and Maintenance
Shipping items to other parts of the country can alter the piece over time due to the different climates. Please be aware that shipping to arid, hot, colder, or tropical climates can cause old wood to dry out and crack over time. All wood and materials are properly dried, well sealed and waxed before shipping. This helps to preserve the piece from drying out, however over time it is subject to change depending on climate conditions. Placing furniture near a window or in a sunny room can cause wood tones and color to fade over time. We recommend taking precautions to avoid this. We are not responsible for pieces that change over time due to climate or conditions within your home.