PLACING AN ORDER
Get the Color You Want
If you’re aiming to coordinate with an existing piece of furniture, consider requesting stain samples beforehand. Computer screens rarely accurately represent the final color, so seeing the stain in person under your lighting conditions is key.
Deposits to Secure Your Order
A deposit of 30% is required before we process an order. On items with custom features, a deposit of 50% is required. We will indicate when an order is custom. All specifications such as stain color and hardware need to be indicated before an order can be sent to the craftsman.
Placing Your Order
You place your order by choosing all your customization options: stain color, wood type, hardware, and any other details available for your piece. Add your customized furniture to your cart, then head to checkout where you can include any additional special instructions before completing your payment.
Making Changes
We understand you might need to adjust your order. We will do our best to accommodate changes requested within 7 days of your order placement. However, changes after 7 days may not be possible or may involve extra fees to cover any materials purchased and work completed on your order.
We strive to provide accurate information on all prices, delivery rates, and product details. However, occasionally we do make errors. We reserve the right to correct any such mistakes at any time. We may correct an error even after an order is placed. In those cases, we’ll offer you the option to cancel your order and receive a full refund, even if the order was a custom order.
To ensure your order reaches the craftsman correctly, we have multiple salespeople and knowledgeable office workers review orders before sending them to the craftsman. If we identify discrepancies we made that will change your desired item or raise the price, we’ll send you a revised order for your approval before confirming with the craftsman. If the revised order doesn’t meet your needs because of our discrepancies, you can request a full cancellation and refund.
Canceling Orders
You can cancel your order for a full deposit refund within 7 days of placing it. If you need to cancel after 7 days, we’ll do our best to accommodate your request. However, cancellations after 7 days are handled under our return policy and a restocking fee may apply.
We place orders in good faith, but there may be rare instances where we need to cancel your order. In that case, we’ll notify you promptly and provide you a full refund in the original form of payment. For example, we might cancel your order due to unforeseen furniture unavailability from the builder.
Sales Tax
Millwest currently doesn’t collect sales tax outside of Ohio. However, you might still owe “use tax” if you reside in another state. “Use tax” applies to out-of-state purchases that aren’t charged sales tax at checkout.
Final Payments
- Long-Distance Deliveries: Final payment is due after your furniture has been built but before we schedule delivery. We will contact you to collect the final payment. If you would prefer a different arrangement, let us know at least 72-hours prior to the expected order completion date.
- Local Deliveries: If within our local delivery range, full payment is due at time of delivery except in the case of the pre-arranged financing. Our delivery team is able to receive final payment in cash, check, or credit card. To ensure smooth delivery, please have your final payment ready when your furniture arrives. If you’re unable to complete payment at delivery, additional fees will apply for return shipping and restocking. We’ll work with you to reschedule once payment is arranged.
- Pickups: Full payment is due at the time of your pickup. Please ensure your remaining balance is ready when you arrive to pick up your furniture. Payment must be completed before we can release your order. If pickup is delayed due to payment issues, a restocking fee will apply to cover our storage and handling costs.