We’ve taken some time to provide resources and answers to the most commonly asked questions. If you have any further questions, we’re always available and we want you to reach out.
Frequently Asked Questions
We are pleased to be able to bridge the gap between customer and craftsman in the realm of custom-made furniture. Our symbiotic relationship with local craftsmen in North Carolina allows us to connect you more directly to the end product - a comfortable, enduring complement to your interior style. We have compiled some tips and tools below to help you find that perfect fit.
STANDARD DIMENSIONS: WILL IT FIT IN THE SPACE I HAVE PLANNED?
All of our products have their full measurements listed on the product page (e.g. 84" width x 42" depth x 32" height). You can use these measurements to determine the final size of the product once unpackaged and assembled (if required).
DELIVERY DIMENSIONS: CAN I GET IT INTO MY PLACE?
In preparation for receiving your products, you will need to obtain certain measurements to ensure that the product will fit into your desired room. You can use the measurement guide below to assist you:
1) Measure Your Residence Entryway(s)
Measure the heights (A) and widths (B) of any doorways, hallways, elevators, and stairwells that the product will be moved through. Additionally, ensure that there is enough entry clearance (C).†
2) Measure Your New Furniture
For sofas, measure the width (A) and diagonal depth (B)†. For bookcases, armoires, etc., measure the diagonal height (A) at the widest point, and the depth of the piece (B).
3) Compare Your Measurements To Your Piece
Make sure to consider any additional obstacles, such as light fixtures/ceiling fans, interior walls, banisters, or any other immovable objects to ensure proper delivery of your piece into your residence.
PLEASE NOTE: THIS IS MERELY A GUIDE AND DOES NOT GUARANTEE YOUR FURNITURE PURCHASE WILL FIT. YOU SHOULD CONSIDER THE SIZE CONSTRAINTS OF THE ENTIRE PATH FROM OUR DELIVERY TRUCK TO THE ITEM'S FINAL DESTINATION.
If you still have questions about measurements and delivery, please don’t hesitate to contact our Customer Support Gurus who will be able to assist you in calculating your clearance dimensions, as well as any other questions you may have regarding Tandem Arbor products.
† The diagonal depth of the sofa can be determined by placing a straight edge from the highest point of the back frame (not including any pillows) to the front of the arm. After this, measure from the bottom rear corner of the sofa up to the point that bisects the straight edge.
Shipping & Delivery
We offer our customers complimentary white glove delivery. This includes a scheduled delivery appointment, placing the piece in your room of choice, assembly if needed, and debris removal.
Transit time is typically 2-3 weeks depending on destination.
Please provide an accurate phone number during the ordering process to ensure proper communication and arrangement of delivery. Please note that at this time we cannot process orders that are to be delivered outside of the continental US (including AK, HI, PR, etc.), internationally or to a PO, APO, or FPO box.
Please contact our Customer Service Gurus if you have any questions or concerns regarding shipping and delivery of your goods.
Returns & Exchanges
We are actively monitoring the ongoing developments with COVID-19. Our factories and suppliers have now re-opened and products are no longer subject to a delay! We will notify you directly in the event that a product's availability date changes.
We make every effort to display the most current and accurate product inventory information. Please contact Customer Service for additional information.
Please contact Customer Service for any additional information.
Returns & Exchanges
Custom orders begin production immediately upon order and are built to the customers specifications. They cannot be cancelled, changed, returned or refunded at any time. A customer agrees to these terms, when placing an order. This is inclusive of, but not limited to any sale of a custom manufactured piece.
Custom Manufactured Pieces
Custom manufactured pieces are any order placed by a customer in which Tandem Arbor must custom manufacture the piece to fulfill the customers order request.
Order Request is defined when a customer completes a sale whether unassisted or assisted (by sales service guru) to the result of a purchase from the TandemArbor.com website. Completion of this order request will result in an email confirmation to customer by TandemArbor.com stating that the customers order was placed. This concludes the order request procedure.
Tandem Arbor Upholstery Products
These items are considered custom order items and are non-cancellable, non-returnable and non-refundable. Due to the nature of our handmade made to order pieces, we can not offer refunds or cancellations on any of our custom pieces.
Final Sale & Clearance Items
All items sold on Tandem Arbor are considered Final Sale. They are considered non-returnable and non-refundable.
Oversize Delivery Policy
Customer(s) agree that when ordering a custom ordered piece they have pre-measured the barrier of entry. Neither TandemArbor.com nor any of it's affiliates or parent company, officers, shareholders or any person(s) affiliated with so said company can be held accountable for any reason, where a customer has not properly measured their entryway, space or any other claim resulting in an oversized claim, neither in process of delivery during, or after. If a customer makes a claim or a denial of a shipment is made to TandemArbor.com or the freight carrier making the delivery, customer is solely responsible for the pieces that were ordered. Customers may not request a refund nor cancellation on the order due to an oversized issue. We recommend that in the case where a piece does not fit into their entryway or home/final delivery, to use a local upholstery/furniture specialty solution. We highly suggest All Furniture Services.
Trade & Designer Program
Tandem Arbor is always here to help! If you need assistance ordering, would like more information on our products, or would like to discuss our offerings, you can contact us via the mediums below:
By Live Chat
You can use the live chat widget on our website to send us a message at any time. We'll get back to you as soon as possible!
By Contact Form
Please vist our Contact Us page to send us a message, and we'll respond back via email.
You can also reach us by email at email@example.com.
Feel free to call us during normal business hours at 1-800-306-4504.