Frequently Asked Questions
How does ordering & payment work?
Online Orders: online orders must be paid in full at checkout. We will then contact you to confirm your selections & explain a little more about the process to you. We will also mail out your stain samples within 2-3 weeks for you to finalize your stain selections.
If your shipping rate said "Contat Us" we will contact you within 24 hours to bill you for your shipping cost
Custom Orders: if you need a different length, width, stain color, paint color, finish option, or style then your order is considered a custom order. Custom orders require a 50% deposit to purchase with the remaining balance due upon completion and prior to delivery
How much is shipping & delivery?
Shipping & Delivery costs vary based on zip code and/or state.
Local White Glove Delivery:
50 Miles or less from 07421 Free
51-100 Miles from 07421 $100
101-175 Miles from 07421 $175
176-225 Miles from 07421 $250
226-325 Miles from 07421 $350
Delivery to any NYC Burroughs including Nassau & Suffolk County: $250
Delivered and set up directly in your room of choice.
We ship via highly rated and insured 3rd Party private shippers specializing in furntiure shipping. We do not profit from shipping, we strictly charge the cost from the carrier.
If you live outside of our LOCAL delivery area above, your shipping will show up as "Contact us for rate" at checkout. After you agree to our shipping and terms, you will be able to finish checkout.
Based on your address, we will then contact you with your shipping fee which is due within 24 hours or your order will be cancelled and your money will be refunded minus a 3%+.30 transaction fee as well as a 2% convenience fee.
Below are estimates for shipping based on state. If you'd like an accurate quote, please contact us first.
Northeast:Delivery: PA, Northern NY, CT, NH, ME, MA, VT, RI, DE, MD- Free-$350
South:Delivery or Shipping: WV, VA, KY, TN, NC, SC, GA, AL,FL- $500-$700
Midwest:Delivery or Shipping: OH, MI, WI,IL, IN, MI, AR, LA, MS, IA, AS, OK, KS, NE, SD, ND- $600-$800
West:Shipping: TX, MO, WY, CO, NM, AZ, UT, ID, WA, OR, NA, CA- $1000-$1700
Furniture Shipping Information: We ship our items with 3rd party shippers. They come to our workshop, wrap your items and transport them to your door. They usually will not bring the items inside. You must have help in order to bring your items into your home. You are responsible for inspecting your item prior to accepting delivery. In the rare case you notice damage, you must note all damage, and take photos so we can begin the process of replacing your damaged item. If this is not done, we cannot offer any refund or replacement in any case.
Do you accept custom orders?
Yes we do! We can build you any piece of furniture based on inspiration photos, or just a rough sketch. We can build to any size, in any style, and with any finish. We can color match, and gladly use any paint colors. Email us, use our "custom request" or "contact us" tab in our menu, with a detailed description of what you're looking for, preferably with an inspiration picture, and we will let you know what we can do for you! Email:email@example.com
What is your turnaround time?
Turnaround time is typically between 8-16 weeks but can vary depending on the size of your order and how many orders we have prior to yours as well as other outside factors such as bad weather, illness, emergencies, life events, etc. We always try to finish sooner if possible, but please keep in mind, lead times are estimates and not guarantees.
Do you have a showroom?
We are located in Hewitt NJ near Upper Greenwood Lake and Warwick NY.
At this time we do not have a showroom. We may schedule showroom pop-ups showcasing client owned furniture ready for delivery. Subscribe to our website to stay informed of our pop-up open house dates. We are happy to schedule a time for you to come by and check out some of our current builds and any finished tables we may have before they're delivered. Just contact us to schedule a time and we'll be in touch!
Do you offer a warranty?
Yes! We call it The South Plank House Promise.
We proudly stand by our products and our work. But we know buying custom furniture can be a scary process.
1-If your furniture is the wrong size, color or style from what you ordered, we will replace it.
2-If your furniture is damaged on delivery, we will fix or replace it. (If you are using a third party freight shipper you must file an insurance complaint with the shipper upon delivery and document the damage in photos and provide us with this information)
3-Should your furniture fail within two years of purchase & develop structural cracking or splitting we will repair or replace the damaged piece.
Every SPH piece is built to the highest standards of quality and craftsmanship with natural, solid wood. If you are not satisfied with a product you have received, we will work with you to resolve the issue; however, many characteristics of real, natural wood are subjective, and therefore we cannot warranty some issues that fall outside of our control.
Our furniture is hand crafted and hand finished, and characteristics of solid wood handmade furniture are NOT considered defects.
Please carefully review our Cosmetic Standard below.
You never have to worry about not being able to reach us! We are the owners, the builders, we answer your emails, your calls, and your texts! We aren't just building your furniture, we are building relationships with our clients in the community and look forward to serving you and making sure you're completely satisfied with your purchase, now and in the future!
What's your cosmetic standard?
At South Plank House we take great pride in each piece we create. We strive for the highest level of quality and craftsmanship. We have a multi-point inspection system after each stage of construction and finishing to make sure our furniture is built to the highest standards!
Our items are handcrafted and hand finished. Given the handmade nature of our furniture, slight variations and imperfections WILL BE visible and should be expected. These may include, but are not limited to: knots, cosmetic/surface cracks in and between boards, unevenness-variations in level, micro-imperfections, texture variations, joint lines, hairline cracks and creases, brush stokes, color variations, texture variations, sealant imperfections. No two pieces are alike. Each will vary. Natural wood furniture has variations in stain.
Stain samples are to give you a general idea of color, texture, and sheen, they are not a guarantee of an exact color.
You can learn more about how different species of wood stains HERE
Chairs are not made by South Plank House. They are made of parawood. When purchasing chairs and a table there will be variations in color, texture, and grain pattern due to the different species of wood.
Solid wood may expand and contract due to changing seasons/temps/humidity changes, even inside a home. This means gaps or spacing between boards may get wider and smaller over time. If you prefer to never have gaps or spacing in your table top we recommend our seamless top which will expand and contract as a whole.
It is possible that checks or minor splitting may occur in the wood, this adds to the one of a kind beauty of solid wood, handmade furniture and is not considered a defect.
While we do our best to build exactly to the measurements provided it is possible that furniture could be 1/4"-1/2" off in measurements.
These are hand crafted and hand finished pieces of furniture. They will not have a manufactured, factory finish look and that's what we, and our clients, love about our furniture! If you are looking for perfection, South Plank House Custom Furniture may not be a good fit for your furniture needs.
How do I care for my custom furniture?
Caring for your furniture will depend on the finishes you have chosen. For our standard furniture on our website, it will come fully sealed top to bottom in a durable polyurethane that is heat and water resistant.
For general daily cleaning, you may clean using a damp cloth (water or water with mild dish soap) then wipe dry.
Protect your furniture against heat and moisture by using coasters and trivets.
Do not use any cleaning products with harsh chemicals or abrasive qualities such as bleach, windex, vinegar, etc.
Do not use any waxes or oils such as Pledge or Murphys oil soap.
Avoid direct contact with sharp or rough objects. Use felt pads and placemats to help prevent scratches.
The biggest factor in preserving your table is maintaining consistent humidity in your home. If humidity is too low, your table will develop significant cracking. We strongly recommend maintaining a consistent humidity in your home, especially in the North during the winter months when air in the home tends to be dryer. Your solid wood furniture will do best in 60-75 degrees with a constant humidity of 50-55%. We recommend monitoring your homes humidity using either a humidifier in the winter months or a dehumidifier in the wetter months.
Please understand that wood is a natural element and is subject to seasonal changes and can shrink, expand, warp, crack, etc. A minimal amount of these changes should be expected. It's part of the character and beauty of solid wood products.
Custom Furniture: we do not offer refunds or exchanges. Please see information under: Do you offer a warranty?
Disclaimers: For custom furniture we require a 50% Security deposit which is non-refundable under any circumstance and implies agreement to all of our disclaimer and FAQS. We use this for materials. Once the item is complete and second half of payment is sent, the sale is FINAL and there will be NO refunding or returning of the item.
We are NOT responsible for wrong orders. If you choose the wrong color, send us the wrong measurements, etc. there WILL be a repair fee to repair/remake the item.
Delivery & Shipping minimum: There is a $1000 minimum purchase required for local delivery options. If you are not allowed to checkout due to a low minimum purchase amount please contact us to discuss options.