Frequently Asked Questions
Design Services
We’re committed to designing beautiful modern furniture that complements a variety of decor styles and tastes using the highest quality materials and fabrics. As such, we’re unable to customize our products or provide additional colorways than those offered.
Freight
Freight is included for all standard products within the contiguous United States.
Orders to Hawaii and Alaska require additional freight. A quote will be provided along with the delivery & installation quote.
Order Tracking
Please email cicustomercare@the-cigroup.com for updates on your order. Keep in mind that it can take up to 14 business days to receive estimated shipping dates.
Delivery & Installation
Our standard delivery and installation package includes inside delivery, un-boxing, set-up and removal of trash during normal working hours.
Additional services to be provided upon request:
- Remove and dispose of existing furniture
- Union Labor
- After-hours delivery
- After-hours installation
- Relocation Service
Certificate of Insurance & Other Delivery Requirements
If your building requires a Certificate of Insurance for delivery, we can help set one up once your order is placed. Please contact us and, if possible, provide a template from your building management (as many buildings will require a certain format). If you don’t have a template, you can simply provide the name, address, and the dollar amount you would like on the COI.
Scheduling Your Delivery
Please provide as much information as possible regarding delivery requirements at check-out. Desired installation date, permitted hours for delivery and installation, as well as point of contact on delivery day are all very helpful.
We’ll provide you with an ETA (estimated time of arrival) for your new furniture approximately a week to ten days after your order is placed. This is based on factory production and transit times. You’ll also receive updates along the way. If you’re ordering multiple items, your delivery will be based on the longest ETA. We’ll hold installation until all of your items have arrived to cut down on the disruptions to your schedule.
Please let us know if you’d like to receive your order at a later date than the estimated delivery window and we’ll place a temporary hold on your order. We can hold items for up to 30 days.
You’ll have the opportunity to schedule a delivery appointment with us. As soon as all item(s) arrive. Delivery appointment availability varies depending on our the local delivery partner. Standard delivery hours generally fall between 9am and 5pm, Monday to Friday. If you require delivery outside of these days and hours, please let us know a soon as possible. We will choose a local delivery partner who can accommodate your needs. Once your order is ready for delivery, we’ll be in touch with a window of time for arrival and what to expect on delivery day.
If you’re ordering multiple items, your delivery will be based on the longest ETA. We’ll wait to ship until all your items are in stock to cut down on the disruptions to your schedule.
Once your order is ready for delivery, we’ll be in touch to let you know when it will arrive and what to expect on delivery day.
If you’d like to receive your order at a later date than the estimated delivery window, you can add delivery instructions at checkout. Please include the date you’d prefer delivery on (or after) and we’ll place a temporary hold on your order. We can only hold items up to 30 days.
Delivery appointment availability varies depending on the local delivery partner in your area. You will only be able to make an appointment once the order is at the local delivery partner’s facility, so we cannot guarantee a specific day at the point of placing your order. However, generally this will be between 9am and 5pm, Monday to Friday. The partner in your area may be able to accommodate deliveries outside this time, so feel free to inquire when they contact you to arrange a delivery date.
You’ll receive updates along the way as your order is processed and shipped from our local warehouse.
Split Deliveries
If some products in your order are on backorder, they may delay the rest of your delivery. We’ll let you know that this is happening as soon as we receive notification and discuss delivery options with you at that time.
Delivery Day
We will coordinate with our local delivery partners to ensure the best service and scheduling for your installation. We do require an onsite contact as your representative to inspect and sign off on the delivery. We are in constant communication with our delivery partners, however, there’s nothing like direct feedback. Please contact us if you have any questions or concerns.
Please have your space clear of all furniture, files, and personal items on the day your furniture arrives.
Refused Delivery & Returns
All sales are final.
Returns & Exchanges
Cannot accept returns and exchanges, the furniture is made just for you…
Warranty
Sometimes the universe conspires against us. Our local delivery partner will do a thorough job of documenting issues, however in the event that you notice something after they have wrapped up, please contact us.
To help us assess the issue, please send photographs of the product from various angles and distances. If the issue cannot be documented with photos, short videos are also welcome.
Our manufacturer’s warranty covers defects in materials and workmanship. Each product has a different warranty period. If you experience issues with your OFS furniture, please let our team know. We will organize replacement parts, repair, and in necessary cases, a complete replacement.
Please note that our warranties are non-transferable, and cannot be extended to re-sold items. Warranties are only valid when products are used for their intended purpose and exhibit normal use. Defects or damage resulting from negligence, misuse, accidents, abnormal use, modifications, or commercial purposes will not be covered by the OFS warranty.
Damage After Delivery
The manufacturer’s warranty covers faults in materials and workmanship. We understand that accidents happen and while instances of damage are not covered under the warranty, please contact us for more details regarding the possibility of purchasing replacement parts.
Payment Methods
Credit Card
We accept all major credit cards (Visa, Mastercard, American Express, Diners Club, and Discover). At this time we are unable to accept credit card payments for billing addresses outside of North America.
Split Payments
If you would like to split your payment between two or more cards, please contact us and we’ll be happy to help.
Tax and Tax Exemption
We collect sales tax where we are required to by law, and as such the amount will vary depending on zip code or postal code. If your shipping address is changed after your order is placed, the difference in tax rate will need to be charged/refunded. Any applicable taxes will be clearly shown on your proposal.
For our customers with tax-exempt status, please place your order on our site as usual. When you receive your order confirmation email, please reply with a photocopy/photo of your relevant certificates, forms and/or ID cards. Our payments team will analyze your documents and, if approved, will update the proposal to reflect tax-exemption.
When We Charge Payment
You will be charged for your order once a proposal is provided and a signature is acquired.
Price Changes
Quotes are good for 30 days, if you need a revised quote to account for your new time frame, please don’t hesitate to contact us.
Care Guides
Each of our products requires a little TLC to keep it looking its best over time. Click below to read specific care instructions for our product styles and materials, and learn more about what to expect in terms of appearance, function, and how the product will age.
Swatches
If you need a closer look at our materials and colors, we’d be delighted to send you swatches. Choose up to 10 kinds of fabric or leather you’d like, and contact us with your address.
