FREQUENTLY ASKED QUESTIONS/TERMS AND CONDITIONS
Where can I purchase Poem Products?
Poem products can be purchased online at our website, over the phone, or in person at our Charlottesville Virginia showroom.
What to expect after Purchasing Online?
We sell Ready-to-Ship items and Made-to-Order furniture.
For Ready-to-Ship items, we provide shipping costs at checkout and usually ship within 1-3 business days via UPS.
For Made-to-Order furniture, we will contact the buyer within 1-3 business days after checkout to provide expected delivery timeframe and shipping costs. A separate invoice will be sent prior to shipping for packaging and shipping costs.
If shipping timeframe or shipping cost is required before purchasing online, please contact us directly with the product you are interested in, your timeframe, and your shipping address and we will provide an estimate:
t. (617) 285.8522
What is Poem’s lead time on Made-to-Order Furniture?
Our lead times vary depending on product and workflow, but are between 6 - 12 weeks. Lead times begin at the time of the sale and are communicated to the buyer within 1-3 days via email.
What if I need an Item before the stated Lead time?
Orders can be rushed for 20% fee added to the total purchase price. Please email glenn@poemfurniture.com for information regarding a specific order.
Can I place a custom order?
Every furniture piece we sell is Made-to-Order in our Charlottesville Virginia production facility. Because we don’t carry inventory, we do offer a limited amount of customization within our line of furniture. Email us with any questions regarding the extent of customization and we’ll get back to you with a response within 1-3 business days. Custom orders are subject to a 15%-30% fee, depending on the extent of customization.
How do I request samples?
Just ask. We carry samples of our standard finishes and will send them out with a pre-paid envelope so you can mail them back to us when your finished.
What forms of payment do you accept and do you charge sales tax?
We accept check, bank transfer, and credit card
All prices are in U.S. dollars. Prices listed on Seller’s price list or website are subject to change without notice.
All applicable taxes will be added to specified price and paid by the Buyer. Upon receipt of a resale certificate, the Buyer will be exempt from sales tax. All orders being shipped outside of Virginia will be exempt from sales tax.
How are products Shipped?
All Ready-to-Ship items are shipped via UPS. A tracking number will be provided at the time of shipping.
For Made-to-Order furniture:
Shipping costs vary by size and cost of each product.
For regional furniture deliveries within Virginia and the bordering states (North Carolina, West Virginia, Maryland, and Washington DC), we offer an in-house packing and delivery service.
Outside of this area, we work with trusted shipping providers that can ship world-wide (both white glove or curbside delivery).
We are also happy to work with your preferred shipper to have the piece ready to be picked up at our Charlottesville production facility.
If we ship the piece ourselves or with one of our trusted shipping partners, all orders will be insured at full cost.
If installation/assembly is required on your order, we will provide detailed instructions and whether we recommend a local professional to complete the work.
What is your return policy for Undamaged Items?
Ready-to-Ship Items can be returned for a full refund minus 25% restocking fee. Customer must email glenn@poemfurniture.com within 5 days of receiving the item to get a Return Request approved. Items received without a Return Request will not be refunded. Return postage is paid by the Buyer and the item must be received at our location in the same condition it was originally shipped in. At that time we will issue the full refund minus 25% restocking fee. Return Request emails sent after 5 days from receipt will not be granted.
Because each furniture piece is Made-to-Order, we can not accept returns for these items. Once payment has been received it is not refundable.
What if a product arrives damaged, Defective, or not as advertised?
If a product arrives damaged, defective, or not as advertised, a claim must be submitted via email to glenn@poemfurniture.com within 5 business days of receipt of goods. Seller will pay for return shipping costs for all valid claims and seller will fix or replace the piece for no charge to the Buyer.
How do I clean my furniture?
Clean your wooden furniture with a damp cloth followed by a dry cloth making sure to remove all moisture (if additional cleaning is needed to remove debris, feel free to add vinegar or lemon juice to the water). Do not use any polishes or cleaners with harsh chemicals, solvents or abrasives as this will compromise the finish quality and beauty. Always use a trivet for hot items and coasters for all drinks.