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 The following is a sampling of Frequently Asked Questions that we’ve received over the years. If you have a specific question that you don’t find answered below, please contact us and we’ll be more than happy to help you.
Q: Do You Sell “name brand” furniture?
A: At IdentityCraft you won’t find any branded furniture. Most of our offerings are “Exclusive Collections” developed by our staff of designers and are only available through our showrooms.
Q: Do you have a showroom in my area?
A: IdentityCraft is based in Southern California. We have a retail showroom in Van Nuys, CA and a 40,000 square foot factory in the center of the furniture district of Los Angeles, CA. If you’re ever in the Los Angeles area we welcome you to come visit.
Q: How long does it take to get my furniture?
A: From the time you place your order, it takes approximately 4-6 weeks for us to build your furniture. If your fabric choice is backordered, you’ll be given the choice of waiting for the fabric to arrive or selecting a new one. Depending on what part of the country you live in, delivery (after picked up from our facility) can take up to 2 additional weeks. Please Note: Custom orders may take considerably longer than 2 weeks.
Q: How much do I pay for shipping?
A: We have the lowest shipping rates for national “white glove” delivery in the industry. Please see our shipping page for details. We’ve managed to remove the shipping “sticker shock” typically associated with purchasing larger items over the web.
Q: Do I pay sales tax on my order?
A: If you live in the state of California, you must pay a sales tax of 8.25%. Any orders shipped outside of California will NOT be subject to sales tax. This is another benefit of ordering through IdentityCraft.
Q: How about the quality of your furniture?
A: This is one area where IdentityCraft really shines. We use only the finest quality materials in all of our upholstered and wood furniture. Our workmanship is exceptional and everything is built by hand in our Los Angeles factory. We employ some of the most talented carpenters and upholsterers in the industry who builds each piece from start to finish --- not on assembly lines like most of our competitors. We’re certain that you will find our product to be some of the finest pieces of furniture you’ve ever owned.
Q: Is there a warranty or return policy for your furniture?
A: Yes, we have a “History-Making” 37-Day In-Home Trial* for all of your purchases. We understand that buying custom furniture online might concern you… so we’ve put the risk on us. If after 37 days of using your furniture in your home you’re not satisfied, simply contact us for a refund of your entire purchase price and shipping (less a nominal 15% re-stocking fee). See 37-Day In-Home Trial page for details. Additionally, we have a lifetime warranty on our upholstered furniture frames, springs and cushions and a 1-year manufacturer’s defect warranty on our wood furniture. See Warranty page for details.
Q: Can I get fabric and/or wood samples?
A: Yes, you can fill out a request for Fabric Samples or Wood Samples and we will ship these out to you within 48 hours of your request.
Q: What if I’m interested in a custom piece that’s unlike anything I see on your site?
A: Our factory is a custom house and we welcome all custom submissions. Please e-mail your custom request along with any reference photos and dimensions. Typically, we can turn around a quote for you in 2-3 business days. Please include your telephone number, as our carpenter or upholsterer may have to call you with a question.
Q: How do I place my order?
A: It’s easy! If it’s a stock item, choose the quantity, size and options of the piece. Then, click through to the checkout. We accept all major credit cards (Visa, Mastercard, Discover, American Express and Paypal) to place your order. You will be contacted by one of our Personal Design Consultants (PDC) to review and finalize your order before it’s placed into production. Please Note: To ensure accuracy of all orders, nothing will be processed until finalization is made with one of our PDC’s.
Q: Do you have a printed catalog you can mail?
A: No. Since our product offerings are constantly growing and changing, it would not be cost effective for us to keep updating an expensive catalog. To keep our overhead (and prices) low, we do not print a mail order catalog.
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