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 America 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.

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Tips and Tools

Measuring Guide


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).


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.


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.

Delivery of your piece will be facilitated with a partner 3rd party white glove delivery service. Please note that carriers will make the best possible accommodations for a delivery date that fits your schedule, but they cannot guarantee a specific date that you provide. Delivery date and time window is dependent on available delivery schedules and routes.

Returns & Exchanges

Product Availability

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

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

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 website. Completion of this order request will result in an email confirmation to customer by 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 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 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.

One Tree Planted

Tandem Arbor is pleased to partner with One Tree Planted! For every product ordered on our website, Tandem Arbor will donate 25 trees! To learn more, visit the page below!

More About One Tree Planted

Trade & Designer Program

The Tandem Arbor collection was created to be highly customizable and cater to different styles, price points and sizes. To The Trade members enjoy exclusive trade pricing.

Access Trade Application

Contact Us

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.

By Email

You can also reach us by email at

By Phone

Feel free to call us during normal business hours at 1-800-306-4504.

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