Customer Service

Customer Service


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Browse the FAQs to the right or navigate to the corresponding section listings below.


The easiest way to file a claim is by completing this online form »


Click here to fill out the Credit Application Form online, or click here to download the form.


Please use the contact form or any of the methods listed below.

  • 3027 Route 9
  • Cold Spring, NY 10516
  • Phone: 845.265.6052
  • Fax: 845.265.6389
  • Email:
  • 3027 Route 9
  • Cold Spring, NY 10516

To place an order:

For a question about your order status:

To report a claim:

To make a payment:

For Shipping questions:

For all other questions:

For Assistance in Spanish:

Cannot find your answers? Click here to ask us your questions.


  • Q: I would like to show my customer your product, but don’t want them to see your prices. How can I do that?

    A: Here you can make and print a custom catalog with or without prices.

  • Q: What is the minimum order or reorder?

    A: There are no order or reorder minimums in terms of either total dollar amount or item quantity.

  • Q: Do I need to make an appointment to visit the showrooms?

    A: No. But see opening times here.

  • Q: Do you offer discounts on large orders or certain quantities of specific items?

    A: We do offer some volume discounts on an individual basis. Please email your specific request to

  • Q: Do you send out samples?

    A: Samples are treated as orders. The customer will be responsible for the regular price of the item(s) as well as shipping.

  • Q: Can I have product availability before ordering?

    A: Yes, please email for up-to-the-minute information.

  • Q: Can I have my order by a specific date?

    A: When ordering, please let us know when your order is required. Will do our best to accommodate your timeframe.

  • Q: Will my order arrive complete if I request a later ship date?

    A: We will do our best, however with quick turnover, it is impossible to guarantee.

  • Q: Can you hold items for future shipping?

    A: Even if paid in full, we cannot guarantee that you will receive items shipped at a later date.

  • Q: Do you offer territorial exclusivity?

    A: Unfortunately, we do not have the ability to offer exclusivity.


  • Q: Why is the finish different from what I saw in the showroom?

    A: While our showroom samples are taken directly from stock, our products are hand made and individually finished. As such, there may be a degree of variation between items – no two look exactly alike.

  • Q: Where are your products made?

    A: We source our products across the globe. All items are marked with their country of origin.

  • Q: Can we use your products on our own website?

    A: Yes, but with explicit permission. Please email

  • Q: Can I order items to my own specifications?

    A: In certain situations. Please email

  • Q: Can items come in other colors?

    A: From stock, the items come only as shown. For a custom color request, please email

  • Q: Can I order an item from a previous season?

    A: Our manufacturers have their own minimums and requirements, however in certain situations such requests can be accommodated. Please email


  • Q: How do we set up terms?

    A: Please fill out and return this form. Click here to fill out the Credit Application Form online, or click here to download the form.


  • Q: What can be returned?

    A: Unless an error was committed on our part, we do not accept returns of first quality merchandise. In certain situations, a return may be accepted with prior authorization, a 20% restocking fee and payment of all shipping charges.

  • Q: What do I do if my product is received damaged?

    A: It is very important to sign for the package as DAMAGED if the outer packaging has visible damage to it. Sometimes the packaging may be intact but the product is still damaged inside (concealed damage). In both cases, you have 7 business days to file a damage claim with our company. The easiest way to file a claim is by completing this ONLINE FORM which will allow you to upload supporting photographs (recommended for expedient processing).