Faq cancellation
Where are your products made?
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Some stock pieces and most custom-made pieces are made right here in our Cincinnati warehouse, but the majority of products are produced by a wide network of local Ohio craftsmen and fabricators including some Amish furniture makers.
Do you customize? Yes!
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If none of our stock powder-coat colors work for you, we'd be happy to match a particular color you are interested in. We don't charge extra for this service, but be sure to follow our Custom Powder-coat Color Guide.
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We can customize any of our products to fit your space. Please send us an email to info@tronkdesign.com to discuss your unique needs.
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We also provide custom design and custom manufacturing services for our design customers where we can create a completely custom piece for your project (i.e. conference desks, reception desks). Minimum quantities may apply. See more information on our Custom page.
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Items that are custom made are considered a final sale.
Are your products durable and/or environmentally friendly?
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We use a third-party testing facility and adhere to ANSI/BIFMA commercial standards
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We are committed to sustainability by making non-disposable furniture that is built to last a lifetime or more. We use FSC certified woods, water-based adhesives, wood stains and top coats as well as no plastic and we are PVC-free. Tronk utilizes recycled raw materials and the majority of our packaging is recyclable which can reduce landfill disposal. Our products are designed to be cleaned with low environmental impact (water-based) cleaning fluids and we have a substantially lower carbon footprint than most competitors since most of our products are made right here in Ohio with Midwest-sourced materials. Learn more here.
Are all items always in stock?
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Most items are kept in stock in our Cincinnati warehouse with varying availability, while others are made-to-order. This will be noted in each product page. Give us a call at 513.549.0210 or email us at info@tronkdesign.com to check on stock levels.
What are your made-to-order products?
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Our made-to-order products include the Chapman Storage line, Gallagher Lounge Table and the Harris Table
- These have a 3-4 week lead time
Do you collect sales tax?
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We do not collect sales tax in the US, unless your order is shipping to Ohio then we are required to collect Ohio sales tax.
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If you are shipping to Canada, we collect taxes associated with importing products into Canada (HST, GST, PST)
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The recipient of an international shipment may be subject to customs brokerage fees, import duties, and taxes after the shipment reaches the destination country. Additional charges are the responsibility of the recipient.
What are your payment options?
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We accept American Express, Discover, MasterCard, Visa, checks and eChecks. We also accept Paypal. All orders are billed in US Dollars.
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Trade and Wholesale clients can choose to be invoiced with terms. Please choose 'Invoice' option in 'Payment method' at checkout.
Who can I contact for media/press inquiries?
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Please email us at info@tronkdesign.com for any media requests including press kit requests.
Do you have 3D models available for use?
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Yes, please visit our Resources/3D Models page
Do you offer trade pricing?
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Yes, we do offer trade pricing. Please fill out a trade account form or email us at info@tronkdesign.com for a price list.
What are your product weight capacities?
- Seating: 300 lbs
- Shelving: 150 lbs
Do your products require assembly?
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Some products come fully assembled, while other need some assembly. This will be stated in each product page description.
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If you are missing product assembly instructions, please contact us at info@tronkdesign.com or 513.549.0210 to receive assembly instructions.
Do you offer color/finish swatches?
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Yes, for free! Here is a link to order swatches or there is a link to request for color/finish swatches located on each product page.
How much is shipping?
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There is a 10% shipping charge within the continental US.
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There is a 20% shipping charge to Canada.
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Trade & Wholesale customers: shipping costs are calculated after the order is submitted. For a ship quote, email us at info@tronkdesign.com.
How do you ship?
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Most pieces will go via UPS Ground and transit times vary from 1-4 business days within the continental US.
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Larger orders will ship via a freight carrier and will be delivered curbside. Freight transit times vary from 2-5 business days within the continental US
Do you offer rush service?
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If the products are in stock, we can offer rush service and ship the order within 24 hrs. Contact us at info@tronkdesign.com
Do you offer expedited shipping or White Glove service?
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We are able to provide expedited shipping and white glove options for some orders. For more information, please contact us at info@tronkdesign.com or 513.549.0210
Do you ship internationally?
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Yes, but please email us at info@tronkdesign.com to arrange international shipping.
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The recipient of an international shipment may be subject to customs brokerage fees, import duties, and taxes after the shipment reaches the destination country. Additional charges are the responsibility of the recipient.
What is your lead time?
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Typically for in-stock items, orders are processed and shipped out within 2-5 days. Shop our Quick Ship items here.
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Made-to-order or custom pieces will vary in processing time, but can take up to 4-6 weeks. Shop our Made-to-order items here.
What to expect during a freight (LTL) delivery?
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Freight or LTL deliveries are usually used for a very large shipments that cannot go regular parcel (aka UPS or Fedex). This is not your average delivery! Don't expect a guy in shorts to ring your doorbell and leave a package at your doorstep. Freight shipments have a protocol to follow and require preparation.
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You will receive a PRO or tracking # so you can monitor when the shipment will arrive at the destination warehouse. From here, the freight company will call to set up a delivery appointment which are usually Monday to Friday during business hours only. During this call, let the appointment clerk know of anything that may hinder a 53 foot tractor trailer from entering or exiting your neighborhood.
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The shipment will be delivered curbside, so be prepared to bring the items into your home on your own, unless you have upgraded the white glove delivery where items are brought inside for you.
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Inspect the shipment before you sign the delivery receipt. Look for the following signs of damage to include, but not limited to, missing shrink wrap, crushed corners, dents, gouges, tears and stains. Open each box that has signs of damage to inspect the contents. The driver is expected to wait until you are done inspecting everything.
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Note overages, shortages & damages on the Delivery Receipt and then sign it. This is the most important step! Check each handling unit for indications of damages (missing shrink wrap, broken strapping, crushed corners, dented, ripped or torn cartons etc.) and suspicious markings. Check for missing boxes or extra boxes by counting each handling unit and checking labels; they should match the delivery receipt. Open any handling unit that shows signs of loss or damage while the driver is present. Note all damages, overages and shortages on both copies of the delivery receipt. If the driver does not allow you to open each handling unit, write "driver refused inspection for concealed damage" on the delivery receipt in addition to the visible signs of damage to the packaging. Failure to note the delivery receipt will put you at a potential loss.
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Notify us immediately (info@tronkdesign.com) if there are any damages noted in the Delivery receipt or concealed damages you found after. Please provide as many images as you can. We need to report these to the freight company within 3 days of delivery.
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Store all damaged materials & packing materials. During the claims process, make every attempt to leave the containers and packing materials as they were when you first discovered the loss or damage.
What is your cancellation policy?
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If you would like to cancel your order, you must contact us at info@tronkdesign.com or 513-549-0210 within 24 hrs of placing the order to receive a full refund. If the order has shipped, you will have to go through our return process.
What is your return policy?
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We accept returns within 30 days for regular stock products. However, made-to-order products are not returnable (sLEDz Lighting, Chapman Storage, Gallagher Lounge Chair). If you are within 30 days of receipt and still have the original packaging, you are in luck! You can contact us at info@tronkdesign.com to arrange a return (except made-to-order products). 10% restocking fee may apply and you will be responsible for return shipping charges. Items must be in original condition when they arrive back at our warehouse in order to receive a refund. If the item arrived damaged or faulty, please contact us within 3 days at info@tronkdesign.com or 513.549.0210 to arrange for a replacement to be sent to you or a refund, if necessary. Please inspect your purchase immediately upon receipt and save all your paperwork and packaging material. No re-stocking fees or return shipping charges will apply for damaged or faulty items. Please note, we may require images of the damage for our records and claims process.
What is Tronk's product warranty?
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We offer a 1 year limited warranty which covers any manufacturing defect or manufacturing malfunction, but does not cover normal wear and tear, damage due to wrong or lack of maintenance, degradation due to environmental factors.
Ultimately, we want everyone to be happy with their Tronk products, so we are very willing to work with our customers.
All furniture needs a little love from time to time to keep it looking fresh and young. Maintenance should be performed periodically to extend the life of the piece. Here are some tips and tricks:
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Currently, we only offer indoor furniture so prevent from exposing to heavy sun and water for long periods of time.
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Please note that wood does naturally expand and contract, so please store in climate-controlled and low humidity environment.
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We understand that knocks or bumps may happen that can cause chipping or scratching, but please seal or apply touch-up paint to prevent metal from rusting.
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Please keep extremely hot or cold items from touching the wood directly as it may leave rings or marks. We use a lacquer finish on our wood to help this from happening, but coaster should be used at all times.
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Try using additional glides or feet to protect the furniture legs/feet as well as floor surfaces.
- Periodically tighten screws used for assembly (once or twice a year).
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Cleaning: wipe the furniture with a wet cloth then wipe it dry so no water is left sitting. Aside from water, we recommend using furniture polish from time to time to clean your piece and for glass parts you may use glass cleaner. Do not use any other cleaning product/detergent as it can remove the finish. Stay away from scrubbing sponges or pads as they may scratch the surfaces or remove the finish.