Frequently Asked Questions
(click on (+) to expand each section)
WHY SHOP WITH MBW FURNITURE? (+)
Superior Customer Service - YOU are our top priority -
In a world full of advertising ploys and marketing schemes, it is easy to become confused about standards of excellence in the furniture community. At MBW Furniture, we guarantee a quality experience through reviews and
price matching. Remember that it is extremely important to deal with a company that responds to all issues, whether positive or negative, and sees to the customers needs. We provide superior service from the time of the
order until ensuring the customer is happy with their purchase after delivery.
Need a place to start? Check out online reviews for any given furniture company. With the growing popularity of forums and review sites, the internet is a great resource to evaluate your options. Keep in mind that price
matching is often based off reputation and on equal terms. Think of it this way: if a company has poor online reviews due to customer dissatisfaction, ordering from them is considered a risk.
If a company’s products are much less expensive than that of competitors, there will likely be a problem with carelessness or shipping. To that end, we match prices based competitors levels of quality as they compare to our
own. Beware unbelievable prices because they cost you in other ways and lead to undesirable experiences.
With shipping of any type, there are expenditures and assumed risks. At MBW, we wrap our pieces and build crates around them for improved support. Assumed risks are occasional damages that happen for various reasons
between shipping destinations. In the event that customers receive such items, we will replace or repair them immediately, based on individual situations and preference.
The bottom line is that companies with unbelievable prices often cost in quality and customer experience. Always check reviews and pay close attention to how companies respond to them. If you want a company to match a
competitor’s price, make sure the match includes types of delivery and levels of quality service. MBW handles all issues and resolves everything to the customer’s satisfaction. We always respond quickly and honestly to
customer reviews of any kind.
WE WANT YOU TO BE HAPPY YEARS AFTER YOUR PURCHASE (+)
We don't just want to sell you a piece of furniture or decor, we want to help bring something new (or antique) into your life and home that helps create the environment you dream of. The rooms of your life dictate how
you work, relax, sleep, eat, and live. When you spend money on an item, you want it to last as long as possible, you want the most for your money, and we completely agree. Having the right information, both before and after
you buy, is the key to a successful purchase. The right information before you buy helps you make a better choice for your lifestyle, as all are different. The knowledge after you buy helps to make your purchase last a lifetime.
We want you to have the right information, our blog is full of information on everything from materials to styles, trends and colors, to after purchase care
of every kind - and we're always adding more! There is a lot of information out there, and it can get very overwhelming and confusing. We want you to have the right information, and our expert writer tries to cover as much as
possible, but if you don't find what you are looking for on our blog, you can always call (Monday thru Friday - 9am - 5pm, Saturday 10am - 4pm - 404.696.2399) or email, and we'll find the answer you're looking for!
HOW DO I PLACE AN ORDER? (+)
We offer multiple ways for you to place your order, along with accepting multiple types of payment forms. We want you to feel at ease and know you are being taken care of, and want you to place your order in the most
comfortable method to you. You can order directly via our website 24 hour a day 7 days a week, by phone Monday thru Friday, 9am to 5pm EST at 404.696.2399, or fax at 404.696.2398. If you have any questions about placing
an order, you can email us via our contact page.
WHAT METHODS OF PAYMENT DO YOU ACCEPT? (+)
We accept many forms of payment, and can even offer a payment plan if need be. We accept payment by Paypal and the Paypal “Bill Me Later” program, VISA, Master Card, Discover, American Express, Personal and
Business Checks or Money Orders. We also offer 90 days to pay on non-close out and clearance items, and will ship your items as soon as your balance is paid. If you need to cancel your order for any reason, please contact us within 24 hours of placing your order.
WHEN CAN I EXPECT DELIVERY OF MY ORDER? (+)
We strive to get your order delivered to you as quickly and as safely as possible. Once your items have left our warehouse, we will contact you with tracking information. Our standard delivery time for in-stock products
and decor items is 1-2 weeks depending on the amount of care the items needs for shipping. Furniture orders that leave our warehouse are fully inspected separately by multiple staff members to ensure quality before packing
for shipment, our standard time for delivery including this process is 3-4 weeks. If your item has been backordered, we will notify you immediately and, if possible, provide you with an expected date of arrival and do what we
can to get your order to you as quickly as possible. If you do not wish to wait for the backordered item, you may cancel your order without penalty. Sorry but we cannot ship to P.O. Boxes. You are always welcome to set an
appointment to come pick your items up at our warehouse during normal business hours.
HOW WILL MY ORDER ARRIVE? (+)
We offer various means of shipping depending on the size of your order. For small items we ship via the postal service and similar carriers. For larger orders we use freight delivery with a standard curbside delivery, which
means the driver will unload your items as close as they can to your garage or front door, however if the item is large, they may require your help unloading the items, in which case we advise you to enlist some help.
HOWEVER, we do offer alternative shipping options that will provide you worry free delivery ranging from just getting your order inside your door all the way to set-up of your order and removal of packaging.
HOW DO I ACCEPT DELIVERY OF MY ORDER? (+)
Our carriers are well known in the industry for timeliness and care when handling and delivering your order. Once your items arrive in your area the carrier will contact you at least 24 hours in advance to coordinate a
delivery time and day, it is important to make sure to keep this time as the drivers are on schedules and will not be able to wait. Scheduling another appointment will incur extra fees from the carrier. We encourage you to
have a camera ready at the time of delivery to take any necessary pictures of the packaging should any damage be present. The driver might be on a tight schedule but do not let them rush your inspection of your order, they
must wait for you to ensure your item has arrived unharmed. In the extreme event your item arrives in unrecognizable condition; do not accept delivery of the order. If your package appears to be in any way, shape, or form, to
have been mishandled, be sure to document it with photos as well as on the delivery receipt when you ACCEPT delivery of your order. Should any damage be found to your items, it should once again be documented in
photographs, and you must contact us within 48 hours so we can remedy the issue as best we can dependant on each individuals situation. For more information
on shipment and delivery please visit our Shipping and Delivery terms.
WHAT IF I WANT TO RETURN MY ITEMS? (+)
MBW Furniture offers a 30 Day Money Back Guarantee – we aim to please, and will work with our customers to make sure they are happy with their purchases, but if you are unhappy with your purchase for any reason,
you can return it within 30 days from receiving your item. To return an item, you must contact us to obtain a Return Authorization Number and fill out the return
form. Any freight charges to return the item to our warehouse will be deducted from your refund, and may also be subject to a restocking fee. For a full disclosure of terms please visit our Return Policy
WHAT ITEMS ARE CUSTOMIZABLE? (+)
Just about everything on our site can be customized, including all wood items and cast bronze statues. Don't see something on our site to your liking, we can still customize it for you. All we need are images, dimensions, and
how you would like to make it your own. We invite you to fill out our custom order estimate form and we will respond as quickly as
possible, typically within 48 hours, or 2 business days.
WHAT CUSTOMIZATION OPTIONS DO I HAVE? (+)
We can customize your project in just about every way you can think of. Don't like the shape of a table top, but like the base? We can change the shape, size, color, finish, and trim. Not a big fan of a particular carving?
We can also custom carve many images/shapes to match your desires.
WHAT IF I DON'T SEE AN OPTION I'D LIKE? (+)
Don't see a stain/paint, upholstery, marble/granite, or hardware you like? We welcome our customers to send their own materials (COM) to our craftsman. Unfortunately we cannot procure any materials, or ship them for you.
In certain cases, if you do not see a finish, upholstery, or hardware option you'd like, we can check for other choices, but we strive to keep our site updated with our latest options.
WHAT RAW MATERIALS ARE AVAILABLE FOR CUSTOMIZATION? (+)
Don't like how a particular piece looks, or the material it's made from? You can customize just about everything we sell on MBWFurniture.com, and that includes the wood type your project is made from. We try to offer a
variety of solid woods for customization options, our current selections include:
- Mindi Wood
- Suar Wood
If you have a particular species of wood you would like
used that we do not offer, you are welcome to send it to our craftsman at your own expense. Unfortunately we cannot procure any species we do not already offer, and cannot offer shipment for you.
HOW LONG DOES THE CUSTOM ORDER PROCESS TAKE? (+)
From drawings to delivery, our custom order process takes approximately 6 months, barring any further customization or changes you would like made once the process has begun. Any changes to the project, once work
has begun, will severely change the expected delivery date as the piece must be started from scratch. We do ask at many different points through-out the custom process for you to look at how the work is coming, and for you
to approve of the work being done. This is to ensure you end up with the final piece of your dreams, and that our craftsman are following your desires to the letter, as well as to ensure our craftsman productivity to meet all
WHAT IS THE CUSTOM ORDER PROCESS EXACTLY? (+)
Our custom order process begins with you, and what you are looking for - EXACTLY. This is about creating a piece you will never have to replace ever again because it is exactly what you want. You are designing your
perfect piece of furniture or decor, and we want you to be involved in the process. Once you have selected a design/piece you'd like to make or customize, we will gather information such as; any changes to the original
design, what dimensions you'd like, what level of customization you would like, be it premium, antiqued, or rustic, and any little detail you can think of that will make your project all the more perfect for you.
From there we create a computer drawing of exactly how you would like your finished piece to look, this is at a charge of $300, which is then deducted from your final custom piece total. The drawings are sent to you for your
approval. Once you receive and approve of the drawings, we require a written approval from you to begin the project, at which time a 50% deposit will be due to secure materials and your place in the production line. Once
work has begun on your project it is not possible to cancel your order, and you will be responsible for any outstanding balance due.
Once work has begun, it will take several months for our craftsman to hand carve and create your project into it's raw form. This is when your piece is ready to be finished. When we reach this stage, you will receive a group of
photographs from us of your item in it's raw state. We encourage you to look over these images as closely as possible so you can be assured that every detail is to your liking. If you approve of your project in this state, we
require your written approval again before moving onto the finishing stage.
At this point in the process you will need to have your finishing and trimming options picked out. Everything from staining to upholstery to
trim and hardware are up to you. Once all options have been selected and we receive your approval, our craftsman will begin the process of finishing your project.
Once our craftsman have completed your project, it is photographed and the images sent to you for your final approval. At this point your project will be 100% complete, and should look exactly how you pictured it in your mind
and how you saw it in the drawings. If everything is correct and you approve of the final product, we require a final written approval from you that it looks perfect. At this point your final payment will also be due. Once we
receive your approval and final payment, your item is wrapped and crated for shipment to our warehouse.
When you items reaches the US shores and our facility, we then unpack your item to photograph every detail of it for our records, as well as yours should you choose. While your item is being photographed, our quality control
experts go over every inch of your piece to make sure it meets our standards, and has not suffered any movement during shipping. Once you items meets our quality control standards, we then wrap and crate you item once
again for shipping to your door.