FAQ

Where are you located? Where do you ship out of?

• Our headquarters and distribution center are in Cincinnati, OH. All orders ship out of this location.

How much is shipping?

• We offer free shipping to the continental US.
• There is a 10% shipping charge to Canada.
• 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?

• Most pieces will go via UPS Ground and transit times vary from 1-4 business days within the continental US.
• 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 shipping service?

• 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?

• 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?

• Yes, but please email us at info@tronkdesign.com to arrange international shipping.
• 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?

• Typically for in-stock items, orders are processed and shipped out within 2-5 days. Shop our Quick Ship items here.
• 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.

Where are your products made?

• 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?

• 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.
• We also provide custom design and manufacturing services for our design customers. Minimum quantities may apply.
• Items that are custom made are considered a final sale.

Are your products durable and/or environmentally friendly?

• We use a third party testing facility and adhere to ANSI/BIFMA standards
• We use LEED certified wood, low-VOC finishes and CARB approved plywood

Are all items always in stock?

• Most items are kept in stock in our Cincinnati warehouse with varying availability, while others are made-to-order. This will be noted in the 'Shipping Info' section of each product page. Give us a call at 513.549.0210 or email us at info@tronkdesign.com to check on stock levels.

Do you collect sales tax?

• 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.
• If you are shipping to Canada, we collect taxes associated with importing products into Canada (HST, GST, PST)
• 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?

• We accept American Express, Discover, MasterCard, Visa, checks and eChecks. We arlso accept Paypal. All orders are billed in US Dollars.
• 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?

• Please email us at info@tronkdesign.com for any media requests including press kit requests.

Do you have 3D models available for use?

• Yes, please visit our Resources/3D Models page

Do you offer trade pricing?

• 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?

• Some products come fully assembled, while other need some assembly.
• 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?

• 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.

Cancellations, Returns & Warranty:

What is your cancellation policy?

• 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?

• 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?

• 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.

Product Care

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:

• Currently, we only offer indoor furniture so prevent from exposing to heavy sun and water for long periods of time.
• Please note that wood does naturally expand and contract, so please store in climate-controlled and low humidity environment.
• 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.
• 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.
• 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).
• 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.