Requesting a quote

Q1. Who do I contact for information about furniture that I see on DeNava?

You can contact DeNava Design directly at customerservice@denava.com, or, at 1 (800) 000 0000 between Monday-Friday at 9am-5pm CST.

Q2. Who do I contact to request a quote from DeNava?

You can contact DeNava Design at quotes@denava.com, or by calling 1 (800) 000 0000.

Q3. Can I customize DeNava pieces?

Yes, DeNava's collections can be customized to your specifications. In addition, we can custom-make any piece of furniture as designed.

Q4. Is there a minimum to order?

No, There is no minimum order required.

Q5. How long is my quote valid?

Quotes are valid for 60 days from the date of issuance.

Placing an order

Q1. When can I expect acknowledgement of my purchase order?

DeNava will acknowledge all orders within 3 business days. When submitting a purchase order to DeNava, please provide a copy of the quote number or a copy of the quote. The Purchaser is responsible for comparing this acknowledgement to their purchase order to see that all information regarding style, quantity, fabrics, finishes, prices, shipping information, etc. is correct. Orders will be produced as acknowledged.

Q2. What if there is an issue with the acknowledgement?

Contact DeNava immediately.

Q3. What is DeNava's cancellation policy?

25% of the order total will be applied to all orders that are cancelled after 2 weeks from receipt of purchase order.

Q4. What are our Payment terms?

DeNava's standard payment terms are 50% deposit, with balance due prior to shipping.

Q5. What are my payment options?

We accept payment in the form of a business check or wire transfer.

Q6. What is our return policy?

For commercial projects, DeNava will not receive returns without prior written authorization. Without authorization, returned product will not be accepted. For residential projects, returns are accepted with notice up to 30 days after the customer receives the item (s).

Q7. Does DeNava offer a warranty?

All commercial products are sold with a limited warranty against defects in materials or workmanship for one year from the date of shipment, in normal contract use. This warranty does not extend to COM or COL, or to damage caused by shipping, misuse, abuse, or ordinary wear.

All residential products are sold with a limited warranty against defects in materials or workmanship for one year from the date of shipment, in normal use. This warranty does not extend to damage caused by shipping, misuse, abuse, or ordinary wear.

Packaging

Q1. what is DeNava's FOB point?

The FOB point is Lenoir, NC 28645.

Q2. Does my quote include packaging and freight costs?

Yes, unless otherwise notified, DeNava will include a breakout cost for shipping in the quote. This includes cartooning, crating, freight and delivery. Residential orders will be assessed a drop shipment fee.

Q3. Do I incur storage fees if my order cannot ship as soon as it is ready?

DeNava will hold items for 30 days. Afterwards, a warehouse fee of $1.00/sq ft per month will be charged for completed orders when the shipment is delayed at the purchaser's request.

Q4. What do I do if my order is delivered with damages?

All DeNava products are carefully inspected and securely packaged prior to shipment, and DeNava will not accept any claims for freight, warehousing, or installation damage. Customers should carefully inspect all merchandise upon arrival and make claims for damage to the carrier immediately. All freight damage and shortage must be noted on the Carrier's bill of lading or proof of delivery at the time of delivery.

If damages occur, it is crucial to keep all packing, carton, and crating materials and digital photographs should be taken immediately. Failure to follow the above requirements shall be considered acceptance of the merchandise and waiver any defects, errors, or shortages.

General questions

Q1. Can you send me a catalog?

In order to reduce paper waste, DeNava's catalogs can be downloaded here.

Q2. Do you sell direct to consumers?

Yes, DeNava's Residential Program is direct to consumers. To participate in our Custom and Commercial programs, you must be registered in our To-The-Trade program.

Q3. Is my online credit card order secure?

Yes, our server encrypts all submitted information. We store your credit card details so that when you make a new purchase, your details are already available. Your card number is not visible to DeNava staff.

Q4. When is my credit card charged?

Items purchased online will be charged to you when they ship. Items purchased for commercial projects with a quote will be charged to the terms outlined.

Q5. How will I know that my order has been placed?

A confirmation page will appear after you complete your order from your shopping cart. You will also receive an email order confirmation shortly after you complete your order which includes a summary of your transaction. An email will follow when your order ships.

Q6. How can I change or cancel my order?

Please contact Client Support to change or cancel an existing order.

Q7. What is your tax policy and will I be charged tax?

If you are a trade customer and have a valid resale certificate filed with us, you will not be charged sales tax. Consumers shopping online will be charged a North Carolina Sales Tax of 4.75% on the total order (product total+shipping).

Production

Q1. What is DeNava's production lead time?

DeNava produced all items in the United States. Typical lead time for these items is 8 weeks from receipt of purchase order, deposit, and approved CAD drawings and finish control sample. Upon receipt of COM, DeNava can ship in 4 weeks.

Q2. What about production time for samples?

DeNava can produce samples within 4 weeks from receipt of purchase order, deposit, and approved CAD drawings and finish control samples.

Q3. What finishes are available?

Please see our FINISHES tab for available standard finishes. Custom finishes may be used for commercial projects only. Please provide a control sample for finish strike-offs.

Q4. Where should I send my COM/COL?

Material must be clearly marked with purchaser's name, project name, order acknowledgement number, item to be upholstered, and the material name, color, and yardage. COL hides must be rolled for shipment in a neat manner, avoiding creases and excess roll marks. Leather that is received folded may be subject to rejection. Unless otherwise noted, please ship all COM/COL to the following address:

418 Prospect St .

NW Lenoir, NC 28645

Product care

Q1. How do I best care for my furniture?

While installing or relocating furniture, do not drop, drag or stack the furniture. This may loosen joints, break wooden edges, scratch or chip edges, or damage upholstery.

Not all upholstery is UV resistant - protect furniture from the sun as it may cause fading and deterioration. Extreme heat or humidity can damage wood.

When cleaning soiled areas on upholstery, review the instructions of the COM/COL manufacturer. Be cautious in using bleaching detergents.

Do not bang legs with vacuum cleaners, and wipe wood finishes with a soft damp cloth, using a water soluble wood finish cleaner. Immediately wipe off moisture to prevent accumulation.

Rotate the cushions and fluff back pillows frequently.