Get Answers

Please check the most frequently asked questions (FAQ's) below to see if your question has already been answered.
If you can't find an answer to your question, please contact us.

How can I be sure that your products are high quality products?

Very early on we made a decision for high quality manufacturing –preferably with local US manufacturers –and against cheap imports from China. We pride ourselves in working with great design talent and eco-friendly manufacturers. Each of our manufacturing partners was carefully selected through a rigorous screening process. You can be confident that you're investing in an exclusive and unique product which is manufactured to the highest possible standards. Our designs are original and never copied. As for cheap Chinese knock-offs -- we'll leave that to the many disreputable websites out there.

Can I order sample swatches?

On many of our products you will be able to order sample swatches. Please contact customer service for more information.

How do I place an order?

At this time, we accept orders placed through our website, www.StyleFactory.com. When you place an order through our website you will find it safe, easy, and fast. You can make changes and review what you have entered before your order is placed and a confirmation email will be sent directly to you within seconds. To keep your information safe and secure, we use industry-standard SSL encryption protection.

What are my payment options?

We accept Visa, MasterCard, American Express and Discover cards through our secure payment system.

How will I be charged for my purchase?

StyleFactory uses one of the most powerful security systems on the Internet, a Secure Socket Layer (SSL) reinforced by an encryption process in order to protect all significant data related to payment.
StyleFactory also partners with a third-party payment service provider to facilitate all payments and does not have access to personal information related to the means of payment. We do not store any credit card data and you will be asked for your card each time you place an order. Our payment service provider may have access to this confidential information and will never disclose it to a third party. This payment service provider also uses the highest level of encryption.

A credit card and necessary information is needed for payment. All orders are paid only by credit cards issued by the following companies:

Visa
MasterCard
American Express
Discover Network

Once you click “confirm”, the sale will be submitted for processing. You will receive an email from us to confirm the sale, availability, and expected delivery window.
Your card will be charged when you make your purchase. We need to do this because we ‘manufacture on demand’, which means your ordered item is manufactured especially for you after purchasing. If your product is damaged or you are not satisfied, we will refund you or exchange the item (see Standard Return Policy).

Will I have to pay Sales Tax?

StyleFactory does not charge Sales Tax within the USA, with one exception: orders shipping to the State of New York will be subject to a sales tax. StyleFactory is not responsible for individual States' sales tax reporting laws pertaining to online purchases, so we encourage you to check your State’s regulations before you shop.

All products offered on the StyleFactory website are brand-new and backed by the applicable manufacturers' warranties. The default warranty or length of time the warranty is applicable varies from company to company: products are supported in accordance with the terms and conditions of each individual manufacturer. This information is usually provided as part of individual product descriptions. For any questions regarding warranties, please contact Customer Service.

How can I use promotional codes?

Join our email list! By doing so you will receive all of our Promotional Codes, these codes can give you discounts on specific items, or significant discounts on any item you choose. These codes can be applied during the checkout process for savings on specific products.

Am I making a purchase when I vote on a product?>

By voting on products you are in no way obligated to make a purchase. Your vote simply helps us to make a smart decision on which products should go on sale.

Do I have to create an account to place an order?

No, you don't need to create an account to place an order on StyleFactory. Our checkout process allows 'guest' checkout.

How do I register (create an account)?

To create an account, go to the Login/Register page.

What do I need to do when I forget my password?

If you've forgotten your password, go to the Login/Register page and click the "forgot password?" link, then follow the instructions.

How can I change my personal information in my account?

To change your personal information, go to the My Account page.

What are your shipping policies?

We are committed to delivering you not only an outstanding product, but also an exceptional delivery and after-sales experience. For that reason, we have joined forces with the best furniture shipping companies in the country. Which items are shipped using parcel carriers and which are shipped using white-glove delivery can be found in the delivery tab of the product in question.

How long will it take for my order to be delivered?

Delivery times differ between products due to the nature of our on-demand manufacturing approach. Some products are larger than others, some require thoughtful techniques and others just need to travel a long way to your doorstep. Delivery times are listed in the delivery tab of the product in question and are measured from the time a sale period ends. Once your product has been manufactured, delivery time is between four to ten days.

Which items are shipped with parcel carriers (such as FedEx or UPS)?

All smaller items are shipped with parcel carriers like UPS or FedEX and will be 100% trackable. Ground shipping is included in our FREE SHIPPING prices. Due to the nature of our on-demand manufacturing and the time involved between order placement and delivery, we’re currently not offering express shipping with parcel services.

Which items are shipped with truck delivery services?

Larger items are also 100% trackable and are exclusively shipped to your home with truck delivery services. This means you will be kept informed throughout the process with flexible delivery appointments that take your personal schedule into consideration. Our delivery partner will call you to arrange for a time window for delivery. Additional charges may apply if you need specific timing or if you are not present during the time of the scheduled delivery.
Delivery personnel is friendly, experienced and responsive to your personal needs.

What are the service levels for items delivered with truck delivery services?

Service levels for shipping with long-haul, truck delivery (all of our FREE SHIPPING prices include ‘Standard Service' ):

Standard Truck Delivery Service: the delivery vehicle will park in front of the house or apartment building and the customer will be responsible for removing the product from the truck. If the item ordered is large or heavy, the customer should enlist a couple of people to assist. No assembly service provided. Product will be in its original packaging.
Bronze White Glove Service includes the placement of the ordered item(s) inside the threshold of the customer's home by a two man team. If the customer has a garage, the item will be placed there. If not, the item will be placed inside the front entrance of the building. Products will not be carried up any stairs. No assembly service provided. Product will be in its original packaging.
Silver White Glove Service includes the placement of the ordered item(s) past the threshold and up to two flights of stairs inside the customer's home by a two man team. The two man team will unpack the ordered item(s), remove debris, and do set-up limited to 15 minutes (and no usage of tools).
Gold White Glove Service includes the placement of the ordered item(s) past the threshold and up to two flights of stairs inside the customer's home by a two man team. The two man team will unpack the ordered item(s), remove debris, and do set-up limited to 30 minutes (and usage of basic tools).

Assembly/set up services that exceed the above amounts will be charged at a rate of $22.00 per quarter hour or fraction thereof. Set up services do not include any electrical, plumbing or component hookups.

*A $33.00 per flight per shipment surcharge applies in excess of 2 flights (1st flight is the 4th to 15th step and each additional flight consists of 10 steps or a fraction thereof).

What do I need to do when my order arrives?

For orders shipped with White Glove service or by Truck Freight:
It is very important that the actual customer who placed the order be present to inspect the item and sign the delivery document.
It is the customer’s responsibility to note all and any problems with the order at time of delivery. If the issues with the delivery are not properly noted on the shipping document and brought to our attention within 48 hours of delivery, StyleFactory may not be able to dispute this with the carrier or manufacturer on your behalf and offer a satisfactory solution.
Follow these steps to ensure that your order is properly signed for:

Inspect the product while the driver is on site and note any problems or exceptions with the order on the delivery documents provided. Even if the package appears only slightly damaged, write "Package Damaged" when you sign for delivery. This is very important.
Inspect all item pieces before assembling the product and report any problems to our Customer Service at customerservice@StyleFactory.com immediately.

For orders shipped with Parcel Services (such as FedEx or UPS):
It is the customer’s responsibility to note all and any problems with the order at time of delivery. Even if the package appears only slightly damaged, make sure to make a note of it. Open the package and inspect the item. If it appears to be damaged or defective in any way, contact our Customer Service (customerservice@StyleFactory.com) right away.

Standard return policy

If, for any reason, you are not satisfied with your purchase, we will gladly accept your return within 30 days of receipt for an exchange or refund of the purchase price excluding original outbound shipping and handling costs, and a restocking fee if applicable.The return shipping will be the responsibility of the customer.

All returned products must be in original condition and packaging; otherwise, additional charges may be applied. Unfortunately, we cannot take returns of products that have been assembled or modified. Additionally, certain products cannot be returned because neither we nor our suppliers can take them back; this will be clearly marked on the product's sale page. If you have any questions about whether a product can be returned, please contact Customer Service (customerservice@StyleFactory.com).

If your item arrived damaged or defective, please see “What If My Order Arrives Damaged?”

As a general rule smaller parcels will need to be brought to a shipping facility such as UPS or FedEx for return shipping. For a larger, heavier item, we will have our delivery service contact you and arrange for pick up of the item. We suggest keeping the original packaging materials until you are certain you are satisfied with the item and it is free from any transit damage.

In all cases of returns, we will need you to contact Customer Service (customerservice@StyleFactory.com) with the order reference number and a brief explanation of the reason for the return before return shipment. A Customer Service team member will contact you with specific details on how to handle the return.

What if my order arrives damaged?

Our products are well packaged to withstand damage and it is our intention to ensure your item arrives in perfect condition. In the unlikely event that your order arrives damaged we will make every effort to help you obtain the necessary replacements as quickly as possible at no extra cost to you. We stand behind our products and maintain great relationships with our manufacturers. If you are having an issue, please contact us and we will make every effort to resolve it.

We encourage our customers to accept their order despite the condition at delivery. This is because a refusal of a damaged shipment can increase the time it takes to process replacements.

Most of our manufacturers will replace whichever parts are needed to give you a complete undamaged unit. This is often quicker than replacing a whole unit. If there are too many damaged parts, a new unit may be sent to you at manufacturer’s discretion. If a new unit is sent out, it will be sent with the same shipping method and processing time as the original order unless special circumstances apply. If tracking information is available for the replacements it will be sent to you via email.

In some cases you may be required to provide photos in order to fulfill your replacement requests. Photos are generally requested to confirm the extent of damages for the manufacturer to determine if replacement parts or a full unit replacement is required. If a full replacement unit is sent, the original item becomes the property of StyleFactory. Occasionally our carrier may pick up the damaged or defective items for inspection. Because of this, all items should be kept in their original packaging until further instructions from a StyleFactory Customer Service team member are given.

Returning an item or order

Please follow the directions below to submit a return request.

Submit your return request within 10 days of receiving your order, by emailing our Customer Service team (customerservice@StyleFactory.com)
Explain the reason for your return in as much detail as possible. Please, indicate whether you prefer a replacement or refund.
Customer Service will contact you within 1-4 business days.
An RGA (Return Goods Authorization) number will be issued and sent to you via email along with the return instructions on how and where to return your order. Your RGA will expire within 15 days of receiving it, and items cannot be returned past this date.
Returns without an RGA number will generally be refused by the return warehouse.
The return tracking number needs to be provided to StyleFactory as soon as it becomes available from your selected carrier. This is an important step, so that we can confirm the return. Please save this tracking number for future reference.
Once the item(s) are received in the expected condition at the manufacturer’s warehouse, StyleFactory will issue applicable credits. Please note the inspection timeframe can vary by manufacturer. An email confirmation will be sent to you once we have processed your refund, which will go back to the original method of payment.

If you decide not to pursue replacements, your order can still be returned as outlined in our Standard Return Policy.

Cancelling or changing an item or order

Due to our on-demand manufacturing process, there is only a very narrow time window in which your order can be cancelled or changed. StyleFactory is only able to accept cancellation or change requests via phone. Depending on the stage of manufacturing a cancellation or restocking fee may apply. Please follow the directions below to submit a cancellation or change request.

Call us at (877)378-1188 Monday to Friday from 9am to 6pm EST to submit your cancellation or change request to one of our Customer Service team members.
Your cancellation or change request will be sent to the manufacturer to confirm the order can be cancelled or changed and production has not yet started.
StyleFactory will send you an email confirming if your cancellation or change request has been approved or denied within 2 business days.

All cancellations and changes will be confirmed in writing: if you have not received an email confirmation, your order has not been cancelled or changed. StyleFactory is unable to cancel or change an order once it has shipped or been prepared for shipping by the manufacturer. If we are unable to cancel or change your order as requested, you may return the product under our Standard Return Policy. If your order has successfully been cancelled, StyleFactory will process the refund back to the original method of payment.

@bronxzooscobra stops by StyleFactory.com

Sign in with Facebook