FAQs

Designer Direct Program Frequently Asked Questions

General

Designer Direct provides digital versions of catalogs for our Designers. Hardbound versions are not available, even for purchase.
We can not deliver sales tools to your location. All fabrics, leathers, finish samples, nail trim, etc. are maintained at the Designer Direct Showroom in Scottsdale. They can be utilized by you and your customer by appointment only.

Yes. The manufacturer web sites provide accurate images of the finishes, nail trim, etc. In some cases, we will have extras of certain fabric or leather and these can be checked out but must be returned. If a sample is available from the manufacturer, the Factory can mail a small cutting to you. There is a charge for Bradington Young leather samples. Hooker Furniture provides very few fabric samples for their product.

Only if the remaining balance of product is valued at $1000 or more. All orders are entered as “Ship Complete”. Nothing will ship until all product is available.

Once an order has been paid and entered into the manufacturer’s system, you would need to cancel the original purchase order and resubmit the new order. That will change the freight amount as well as release the product that has been allocated to the original order. All manufacturers reserve product on a first come first serve basis. Product that was previously allocated to your original order may no longer be in stock and available for your new order.

No. The product is ordered and shipped under the Designer Direct account. Any issues that occur in the shipping process must be resolved by Designer Direct. We have a relationship with the freight carrier that is used and shipping issues are resolved satisfactorily with this company. For this reason, we will not use other carriers.

No. That is not an acceptable practice and Designer Direct will not subject our stocking dealers or their sales associates to that type of treatment. However, we have a few specially selected items in our showroom that you can view and sit on. Please contact the showroom for a specific item.

No. ETAs are estimated times of arrival and are not gospel. Furthermore, freight lead times are typically 10 – 14 days and can not be expedited.

Answer: No. You are subject to the same policies from the manufacturer as an authorized dealer would be. The manufacturer’s policy reads as follows: ” We expect our dealers to handle ordinary deluxing of our furniture as a service to their customers. Ordinary deluxing includes dusting off the unit, touching up minor scratches, leveling to align doors and drawers, and other minor steps necessary to make the furniture satisfactory for use in the home.”

That is considered freight damage and must be noted on the freight company paperwork at the time of delivery. You are responsible to provide Designer Direct with a copy of the freight company’s paperwork showing the damage notation and digital images of the outside of the box showing the damage as well as digital images of the damage itself and one picture of the item as a whole. Designer Direct will complete the freight claim with the trucking company. The decision to repair or replace the product will be determined by the freight carrier. If you do not provide the properly notated freight paperwork or the digital images, no credit or replacement will be authorized.

This is considered concealed freight damage. The freight company allows 14 days from the time of receiving to file this type of claim. You are responsible to provide Designer Direct digital images of the original box showing no damage to the outside and digital images of the damaged item, still in the box and still in the warehouse. The decision to repair or replace the product will be determined by the freight carrier. If you do not provide the digital images or if the item has been delivered to the end-user, no credit or replacement will be authorized.

Our manufacturers’ warranty specifies that they will attempt to repair an item first, then replace if the repair is not feasible. In the case of hardware, the broken piece can be reordered for you at no charge if the item is still under warranty. We do ask you to specify a shipping address for the replacement hardware. If no address is notated, the part will be shipped to the address on the original order. Same requirements as freight claims apply. We need a picture of the item as a whole, a picture of the broken piece of hardware and something to identify your order (invoice number and item number). A quote for repair needs to be submitted prior to the repair for approval. A loose handle is part of ordinary deluxing, the screws on the back get lose from time to time an need to be retightened. 

The answer is no. We abide by all of the rules of our manufacturers. They will usually cover the freight, but in-town delivery charges are the responsibility of the retailer/dealer.  A more convenient ship to address can be submitted as long as it is a commercial address if the designer prefers to deliver the item themselves to save on delivery fees. If no address is provided, the item will be shipped to the original address. We offer this service as a courtesy to designers and our discounted pricing does not allow is to cover this expense.

No. We use LTL trucking and they will not deliver to a residential address. All freight must go to a commercial address that is open Monday through Friday during normal business hours.

Hooker Furniture

The recommended method of ordering and shipping product is to have all items “Ship Complete”. If you split POs to receive product as available, you run the risk of this happening. There are no returns or refunds on product that has already shipped.

The product usually ships within 10 days. You must allow 10-14 days of transit time for it to arrive. Certain times of the year this lead time will be longer due to seasonal demands on the trucking industry.

Product availability is determined at the time the order is entered into the manufacturer’s system. Your order is not submitted to the manufacturer until Designer Direct receives full payment. If we are traveling when the postal service delivers your payment, we will not receive the payment until we return. There are extended travel periods for our company…for example the High Point market and we can be gone for up to two weeks during those events.

You will need to contact our showroom. There may be a charge for the part and shipping. Neither Designer Direct or the manufacturer will pay for installation of the part.

Hooker Furniture provides some samples of upholstered materials…not all. These samples are maintained at the Tempe Showroom. You are welcomed to send us an email to make sure we have it in stock. If we do, we will have it ready for you to pick up at our front desk. 

Bradington-Young

 Yes. The pricing for COM and the yardage requirements are listed in the Bradington Young price list. You will also need to complete the COM form and return to Designer Direct before the order can be submitted.

The price is established by the highest grade leather that is used. You will also need to print the item from the Bradington Young Web site and draw lines to each section showing the material to be placed in those areas. This must be submitted with the order.

Yes. There is a $100 deposit up front required to cover the shipping cost.

The normal production time is approximately 28-30 weeks if the frame and leather/fabric are in stock at the time of order. If you are placing a COM or COL order, the 28-30 week lead time begins when all of the material needed to produce the item has been received by Bradington-Young. You must allow an additional 3-4 weeks of transit time for it to arrive. Certain times of the year this lead time will be longer due to seasonal demands on the trucking industry. 

Bradington Young product is bench made. That means each piece is hand-made…not assembly line product. Product sizes can vary because they are not made by machines. Overall dimensions may vary by up to 2 inches.

No. Cushion cores are made from petroleum-based product and it is normal for them to emit an odor when they are new. This is called “Gassing”.

 The primary reason for the higher cost/grade of leather is the amount that Bradington Young purchases from the tannery. The grade I leathers (Bentley Place) are the best sellers and are purchased the most. They are just as high quality as most of the higher grade leathers.

Only on certain styles is this allowed. Please check the price list to see if this is an option.

Sometimes. Bradington-Young must approve this prior to ordering. There is a $75 up- charge to make this change if it is approved.

Sam Moore

 Yes. The pricing for COM (Grade C) and the yardage requirements are listed in the Sam Moore price list. You will also need to complete the COM and COC forms and return to Designer Direct before the order can be submitted. In the case of large pattern repeats or pattern matching, an email must be sent for exact yardage to our email address. We understand that designers are sometimes pressed for time and we recommend utilizing the chart that is printed on the price list right before the fabrics manifest. Page numbers vary each time a price list gets printed.

Perhaps. The procedure for this is to print the product image from the Sam Moore web site and draw lines out from the sections of the item and list the fabric pattern/color that you would like in that area. Then, the drawing must be emailed or faxed to sales@designerdirect.net or F# 480-907-1923. This is forwarded to Sam Moore for a quote. Allow 3 business days for a response.

The normal production time is approximately 6-8 weeks if the frame and leather/fabric are in stock at the time of order. If you are placing a COM or COL order, the 6-8 week lead time begins when all of the material needed to produce the item has been received by Sam Moore. You must allow an additional 10-14 days of transit time for it to arrive. Certain times of the year this lead time will be longer due to seasonal demands on the trucking industry. 

No. Cushion cores are made from petroleum-based product and it is normal for them to emit an odor when they are new. This is called “Gassing”.

Sometimes. Sam Moore list all the available sized nail trim in the price list. There are no exceptions made except the ones that are listed in their price list. Removing the nail trim altogether is sometimes not feasible due to the design of the item. We will be happy to find out for you whether or not it can be removed on the item in question.