FAQ

What is the lead time for my order?

Our lead time varies throughout the year depending on the year. There is a scrolling banner on the top of the website that indicates our current lead time. Our Economy Style products typically ship within 3-5 business days. If you have a rush request or have a specific date you need to receive your product by, please give us a call.

How long will my order take to be delivered once shipped?

Orders that are shipped through UPS to the continental US will take between 1-4 business days to arrive depending on your location. Larger bases and orders shipped via freight can take anywhere from 1-7 business days to arrive depending on your location and location details.

Do I need to be home to receive my order?

All items shipped through UPS will be delivered as a normal delivery on your door step, signature confirmation is applied to the shipment unless specifically requested. Freight shipments do require someone to be present to receive and sign for the shipment. For residential deliveries, the freight company will call you to schedule a delivery appointment.

Are bases that are shipped through freight brought into my house by the shipping company?

No, all freight shipments are curbside delivery. If necessary, the order will be shipped with lift-gate delivery to unload the shipment off the truck, but then it is your responsibility to bring the shipment indoors and discard the packaging. Depending on your location and location details, inside and white-glove delivery options may be available for an additional charge.

Can I pick up my order?

Yes, please contact us to arrange for pickup. We can offer discounts on most items that are picked up, ranging from $30 to smaller items up to $240 for larger bases. Pickups can be made between 7:30am to 4:30pm Monday through Friday. Weekend pickups are available upon request.

I only received part of my order, what should I do?

If the order was delivered on a freight truck, make sure you note on the delivery receipt exactly what is missing. If you sign for the order without noting the shortage there is nothing we can do about it at that point. If your order was shipped through UPS or USPS, first check the shipping label on the box for something that indicates there are multiple packages, such as “1 of 2”. It is common for the shipping carriers to split up the shipment and deliver multiple packages on different vehicles, and sometimes on different days, usually within 24 hours. You can also track the package, and it will show you the tracking numbers for all of the packages that are included in that shipment. If a package has been lost in transit, please let us know as soon as possible so we can launch a missing package investigation. If there seems to be a mistake, and we only shipped part of your order, please contact us as soon as possible so we can rectify the issue.

Am I able to pay extra to expedite my order?

During checkout, you will be offered two shipping options, one option for free shipping with the standard lead time, the other option will show our expedite service, if available, and the cost associated with it.

Do you have any products in stock?

We have a variety of in-stock products which come as a result of products made to the wrong dimensions, duplicate orders, returned items, or prototypes. Our stock products are constantly changing, so if you if are interested in what we have in stock, contact us to inquire.

Can you offer custom colors?

We only offer custom colors for powder coating. This is usually a $30 upcharge for ordering the custom powder. You can see some of the other color options at www.PrismaticPowders.com.

Am I able to change my order after it has been placed?

As long as we haven’t already started working on your order, we can make modifications to the order. You typically have 2-3 weeks to make modifications to the order after it has been placed. If there is a price adjustment for the change, we can either refund the difference or send you an invoice for the remaining balance. If we have already started working on the order, it may be too late to make modifications to the order, or there may be a charge for the modification.

How many table legs are included in an order quantity of 1?

Most of our table legs are sold as a set of 2 legs. So if you purchase a quantity of 2, you will receive 4 tables legs, enough to build 2 tables. Some of the legs we offer are sold individually, such as the hairpin legs or post legs. These will always be noted in the description.

What is your cancellation policy?

As long as we haven’t already started working on the order, you can cancel the order for a full refund. If the order has already been started on, you can still cancel the order for a partial refund depending on how far we’ve gotten on your order. A “cancellation fee” may be withheld from the refund if other services were provided after the order was placed, such as blueprints, 3D renderings, stress analysis simulations, sample pieces mailed, etc.

What is your return policy?

In-stock products or Economy Style legs can be returned for any reason for a full refund less shipping charges. Shipping charges include outbound and return shipping charges. You can either ship the product back yourself, or you can take advantage of our discounted UPS rates and we can send you a pre-paid return label and deduct the cost from the refund

All other custom orders are handled on a per-case basis. We may allow for a return with a “re-stocking” depending on the product. However if your product was damaged in transit, or not what you ordered, please contact us as soon as possible so we can make it right.

My order was damaged in transit, what should I do?

If your order was delivered on a pallet via freight, you MUST mark the delivery receipt the driver asks you to sign with the damage. If the delivery receipt is not noted with the damage, we cannot file a claim with the carrier. For orders delivered by UPS or USPS, please send us pictures of the damage as soon as possible. In all cases, we will do our best to remedy the situation as quickly, and efficiently as possible.

The product I received is not what I ordered, what should I do?

Please contact us right away to alert us of the order discrepancy. We want you to be satisfied with your purchase and will do what we can to make it right for you.

Do your products account for wood expansion?

Absolutely! A base that can accommodate a shifting wood top is crucial for long term durability of your table. All of our products come standard with oblong holes that will allow the mounting fasteners to shift with the moving wood. Some of our products that we either can’t put in oblong holes or that can be installed in different orientations we put in oversized holes so the fasteners will still have room to move with the wood.

Do you offer quantity or repeat customer discounts?

Yes, quantity discounts are based on many factors, such as the specific product, the quantity purchased in a single transaction, recurring order frequency, etc. If you plan on purchasing multiple products, contact us to see if your order qualifies for a bulk order discount.

Should I purchase leveling feet or floor protection?

No! Almost all of our products come standard with leveling feet. We only offer a handful of products that do not work with levelers due to the configuration. With these products we include felt pads that can be adhered to the underside of the base to protect the flooring.

What is powder coating, and is it worth it?

Powder coating in its simplest form can be thought of as a plastic shell that is melted around the metal product. A fine powder is electrically charge and sprayed at a grounded metal object so it is electrostatically adhered. The metal product is then put in a curing oven at about 400°F to melt the plastic powder. This finish is harder, smoother, more uniform, more durable, has greater UV and weather resistance, and is more scratch and mar resistant that paint finishes. There are also significantly more standard color options for powder coating than paint. Powder coating is always recommended for outdoor use, or for high traffic environments. For decorative, or low-use applications, a painted finish is fine. The biggest downside to powder coating, other than the cost, is that in the event of damage to the finish, it will usually need to be re-powder coated to cover the damage. Common colors such as flat black, gloss white, and some RAL color codes, etc can be easily touched up with spray paint, but this usually does not create a seamless appearance in the finish. Whether or not powder coating is worth it or not is up to you and your application and budget.

What are your tolerances compared to the dimensions I specify?

We guarantee your metal base, not including levelers or other hardware, will be within 1/8” of the specified dimensions on the order form. This is measured from the overall width, length, and height. Keep in mind that some products, such as the Criss Cross Base, have arbitrary measurement points that are difficult to measure with a tape measure on the completed project. Squareness tolerances for square or rectangular products will be within ¼” measured from corner to opposing corner compared to the same dimension on the other sets of corners.

Does the height I specify include levelers, felt pads, and other hardware?

No, the height you specify is for the metalwork only. Levelers, when used, typically add about 3/8” to ½” to the overall height of the base. Felt pads and rubber bumpers add less than 1/8” to the height.

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