Frequently Asked Questions
1. How are payments made?
2. How do I go about ordering?
3. How can I see your materials before ordering?
4. Can you tell me about delivery?
5. So you do custom furniture?
6. How much is delivery to each of the states?
7. Do you make your furniture in different colors then what you have pictured?
8. Can the chair, sofa or loveseat from each set be purchased separately and if so what is the price?
9.. What kinds of warranties / damages and return policies do you offer?
10. Where is your showroom? What are the hours you're open?
11. What materials do you use for your furniture?
12. I've got other question. Where can I get information?
1. How are payments made?
The default payment method is via check and we would prefer to receive payment this way unless circumstances demand otherwise. Since checks need time to make it through the mail system and to be deposited, it is highly recommended that clients anticipate this and mail checks ahead of time if there is any deadline that must be met.
Please include a copy (or copies) of the invoice(s) that you would like your payment to be applied to. Checks mailed to ShangriLa without this information will be applied to the client's oldest invoices first.
We do have the capacity to accept Visa or MasterCard, PayPal, or in the case of local sales, cash. However, we will only accept these payments in certain situations. Please, do not send cash via mail.
2. How do I go about ordering?
All orders must be submitted in writing; however which format it is submitted in is up you, the client. You may use your own Purchase Order (PO) form, or you may simply place it in the body of an email to your salesperson along with phrasing that makes it clear that the email contains a new, official order by your company. ShangriLa does have a PO form available for use by clients should they need one, available here. If you do prefer to use your own PO format, please make sure that it includes all of the information necessary for production of the order; you may use the ShangriLa PO form as a guideline.
Before you order, you must have already set up an account by following the procedures found here.
3. How can I see your materials before ordering?
Upon establishing an account with us, one resource available to you is a package of leather, fabric, and micro fiber swatches, each one 4"x5". These are intended to give you a wide variety of choices so that you may offer a smaller, more specific selection to your customers that fit with the theme of your business. They are big enough to give you a good "feel" for the material and to use them in the creation of marketing materials such as pictures on your website or an in-store booklet or display.
If you intend to send swatches to your customers as part of your selling process, you will likely run out of material very quickly. In this case, you may purchase additional swatches from us for this purpose. Leather swatches are ten cents each and all other materials are five cents each. So, for example, if you were to order a package of 100 leather swatches, your account would be billed $10
4. Can you tell me about Delivery?
Shipping and delivery options available to you depend on the type of business you run.
If you are a drop shipper (such as a web-based retailer), you must arrange your own shipping and delivery services from our warehouse to your individual customers. We will not ship any product directly to the end user.
If you are operating out of a brick-and-mortar store and intend to display the product in your establishment, you have the option of shipping it yourself using your own shipping agents, or we can use our account with Con-Way Freight to ship it to you. If you choose the latter, the shipping bill will be included on the invoice along with the order.
5. So you do custom furniture?
Yes! This is an aspect of our business that we are very proud of. Not only do we already offer hundreds of different models for our clients to choose from, we can also customize most of those designs upon request. We can produce customized furniture as a recurring order, or make changes on the fly on a per-order basis. If necessary, we can even design and build all-new models based on client-supplied designs, ideas, dimensions, and pictures. This aspect of our service opens up all new possibilities for our clients because we can build whatever product you need. If you have an idea for a new design and you need a supplier, we encourage you to contact a sales representative to discuss the possibilities.
Please keep in mind that we do not offer any refunds for returned custom furniture that was produced accurately according to the information you submitted. That being the case, it is extremely important that you know what you want and what you like, before you order a custom piece. We cannot offer any recourse if the finished product does not look or feel the way you expected it to.
6. How much is delivery to each of the states?
This question applies only to clients who operate a brick-and-mortar store, since we will not have anything to do with quoting or charging for drop shipping - that will be up to the drop shipper.
For clients who operate a store, each and every shipment we make to you will be quoted individually. Our rates are occasionally adjusted and each order placed can conceivable cost a different amount to ship, so it is impossible for us to apply an arbitrary price to any one area of the US for all shipping. Generally speaking, shipping an average 3+2+1+OT set can range between $150 on the West Coast, to $300 in the central US, to $500+ on the East Coast.
7. Do you make your furniture in different colors then what you have pictured?
Yes, we offer literally hundreds of different colors in several different materials. The pictures on this website are meant only as references; the colors are not specific to any particular model, and vice versa.
8. Can the chair, sofa or loveseat from each set be purchased separately and if so what is the price?
Yes. Although ordering a complete set will save you some money, you may order any one piece individually. Any price list you receive from your sales rep will include pricing for individual pieces as well as prices for full sets.
9. What kinds of warranties / damages and return policies do you offer?
We warranty all of our upholstered furniture for one year from the date of receipt by the end user. This warranty covers manufacturer defects affecting any part of the product including the frame, upholstery, stitching, legs, buttons, zippers, or whatever is applicable for any given model.
Generally speaking, returns are only accepted if the order consists of furniture in standard models and colors. However, returns are processed on a case-by-case basis and we may choose to accept the return of a custom item under certain circumstances. All returns will result in a 20% restocking fee.
10. Where is your showroom? What are the hours are you open?
895 S. Rockefeller Ave. Suite 102
Ontario, CA 91761
We are open Monday thru Friday, 7:30 AM to 4:00 PM. Weekend visits may be arranged by appointment pending the availability of a ShangriLa representative to meet you.
Please keep in mind that we use the term "showroom" rather loosely. It is simply an area in our warehouse set aside for display product. It is a warehouse environment in every way, including plastic on the furniture and concrete floors. It is, however, a great way get acquainted with the product prior to ordering should you wish to do so.
11. What materials do you use for your furniture?
Many manufacturers use cheap hides that must be corrected, stretched, patched or altered, which takes away from the durability of the material and cheapens the product considerably. We do not do such things. Our leather comes from 100% genuine top-grain leather hides and is treated to an aniline dye process. This process dyes the hide all the way through, not just on the surface, making for easier cleaning and preventing the hide from fading, staining, and soiling and will not peel or crack like cheaper leather. All leather is cut to pattern (not cut and sewn) for every piece of furniture we make.
We also offer a leather match option, which means that parts of the furniture are upholstered in vinyl (synthetic leather) matched to the color of the leather. This option is meant as a means by which you can offer your customers the look and feel of leather while keeping prices down. When ordering leather furniture, be sure to specify "full leather" or "half leather". If no specification is given, your sales rep will invoice you for full leather by default.
We also offer several different types of fabrics and micro fibers, which can make for a colorful and durable, yet affordable alternative to leather.
12. I still have more questions. Who can I talk to for more information?
Simply submit your question via email to sales@shangrilafurniture.com
and one of our sales representatives will respond to your inquiry as soon as possible, usually within 24 hours.
Or, you may call our Ontario, California office to speak directly to a sales representative at (909) 974-0082 or toll free at (888) 280-3733.
