FAQ | MOSS MANOR: A Design House
1.888.996.1986 | INFO@MOSSMANOR.COM

FAQ

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Who are you?

Moss Manor is a registered Trade Name of Moss Interiors LLC. We are an authorized retailer of curated modern furniture and decor. We partner with reputable manufacturers and independent designers, artists and craftsmen to deliver high design at attainable prices. Every piece is personally selected by us, for you!

Where are you located?

Our small, friendly staff is based in South Louisiana, with regional distribution centers throughout the United States and Canada.

How does it work?

Our team scours wholesale design markets across the globe to find extraordinary pieces for your home and workspace. We carefully curate our stylish collections, negotiating the best deals for the best design. Pieces are hot off the production lines and ship directly from our distribution centers to your doorstep, cutting out showroom markups and providing the fastest possible service.

Why should I buy from an authorized retailer?

Moss Manor is authorized to supply all of our inventory and product lines. Online discounters, including those on Amazon, can pose as authorized retailers; you may submit your order and never receive your product. We strongly recommend that you choose a safe and secure retailer from which to make your purchases.

Is your site secure?

We maintain the highest level of security standards for our site to protect your personal and payment information, including Secure Socket Layer (SSL) encryption. We are a verified merchant of Authorize.net, the web’s premier payment gateway. We are happy to complete your transaction over the phone if you are not comfortable providing information via the web.

Payment Gateway

What are my payment options?

We accept Visa, MasterCard, Discover, American Express and PayPal via our secure online checkout or over the phone. At our sole discretion, we may accept other forms of payment with prior approval, including check or money order. To protect our cardholders, we do NOT accept credit card information sent via email.

Does your site charge sales tax?

We charge sales tax in Louisiana, due to the fact that we have a nexus (physical presence) there; all Louisiana sales are billed to Lafayette Parish at the current sales tax rate. We also collect a 5% tax on California purchases due to recent state legislation requiring tax collection on drop ship orders within California. While many states impose use taxes, we do not collect them; it is up to you, the customer, to report said amount(s) on your tax return as needed.

Why should I create an account?

Membership has it’s perks.  Under the My Account tab, your shipping and billing information will be saved for future orders, and you can track your order history.  With your permission, we will also periodically send you notifications of sales and new arrivals, as well as promotions for your special occasions.  You will also be able to add items to a “wish list” for future purchases.  We will never sell or misuse your information in any way, ever. You may opt out of mailings at any time.

How are shipping costs calculated?

We negotiate the best possible freight rates for our customers and maintain competitive shipping and handling classes. See our Shipping page for more information. If you would prefer to arrange your own shipping, or have shipping-related questions or considerations, please contact us.

How soon will my order arrive?

We will email you shipment tracking information as soon as it is available. In stock items typically ship out within 2-4 business days, and can require up to 7-10 days in transit. Stock counts shown online are synchronized with our warehouses and are updated daily. In the event an item is backordered, we will notify you promptly of the lead time, and offer you alternative options. See our Shipping page for approximate lead times.

Do you ship outside of the continental US?

You may specify an address within the US contiguous 48 states at checkout. Some products are also available to ship to our Canadian customers. International shipments are considered on a case by case basis and must be approved prior to purchase. Increased delivery charges and extended delivery dates are to be expected.

What services are rendered in a standard delivery?

Smaller items such as accessories are typically shipped Ground via UPS, FedEx or USPS. Larger items will typically arrive by truck via an LTL freight carrier and are delivered to your doorstep. Standard delivery does NOT include inside delivery, unboxing, setup, or haul away services. You may coordinate a specific delivery date and time directly with your driver.

Do you offer white glove delivery?

White glove delivery may be available on certain deliveries for an additional charge. Please contact us for more information, or if you are interested in having us coordinate with a local service provider in your area.

What is the status of my order?

You may check the status of your order at any time under the My Account tab.  We will also periodically send emails with updates, such as shipment tracking information.  The following statuses will let you know how far along your order is:

  • Pending – The order has been received and we are waiting for your payment to clear.
  • Processing – We have received your order, payment has been received successfully, and stock availability is being confirmed. Your order will ship as soon as possible. Shipment details will be sent via email, including tracking information and an estimated delivery date.
  • Completed – The order is fulfilled and shipment has been received. No further action is required.
  • Failed – Payment has failed or was declined for some reason. Please contact us so we can troubleshoot your order.
  • Cancelled – The order has been cancelled by you or one of our staff members. A pending transaction will automatically be cancelled if payment is not received successfully within a certain time. No further action is required. If you still wish to order, you will need to start a new transaction.
  • Refunded – The order has been refunded to you by one of our staff members. No further action is required.
  • On-Hold – We have put stock on hold for you, but are awaiting payment before shipping.

Can I change my order?

Once an order has been processed and submitted for fulfillment to our distribution center, it cannot be changed without penalties. Please contact us immediately if you are interested in changing an order. Please see our Return Policy for more information.

When will my credit/debit card be charged?

As soon as the order is received, we will charge your card.

What happens if my product arrives damaged?

Our friendly and knowledgeable staff is able to resolve issues promptly. Please contact us within 48 hours of receiving your damaged item(s), so that we may notify the manufacturer and promptly issue a replacement. See our Return Policy for additional information.

Do you allow returns?

Please see our Return Policy for information regarding returns or replacements.

Do products arrive assembled?

Most products are “flat packed,” which reduces shipping charges for our customers. Therefore, most pieces will require light assembly.  Some pieces, such as intricate chandeliers, may require additional assembly time.

Can I customize a product?

Most items are only available “as is.” One of a kind items, such as artwork, may be customized. Please contact us for more information about customizing a product.

If I send an item as a gift, will my recipient see how much I paid?

No. A packing slip will be included with the item(s), but never an invoice.  Invoices are always emailed directly to you for your discrete records, and saved under the My Account tab.

What if an item I purchased goes on sale?

Shop with confidence.  As long as you contact us within 7 days of a purchase, we will gladly extend promotional pricing to you.

Do you guarantee prices?

We sincerely value your business and are appreciate the opportunity to meet a competitor’s price.  Just call or email us.

Do you sell your products on third-party sites?

Moss Manor products are also available through Houzz Marketplace. Houzz takes a 15% commission for orders placed via Houzz Marketplace. We offer the same great service and quality products on Moss Manor that we do on Houzz.

What if I have a design challenge?

We welcome the opportunity to assist you with space planning and furnishing selections.  Feel free to call or email us with questions. We are happy to recommend personalized solutions.

Do you have additional photos of products?

Our images are optimized for quick viewing. In some cases, high resolution photos may be available, and/or additional lifestyle images. Please call or email us if you’d like additional photos.

What is leatherette?

Leatherette, also known as reinforced leather, is a composite product where real recycled leather is broken down and combined with polymers to create a supple yet resilient and economical furniture covering.  It is nearly impossible to tell the difference between real and reinforced leathers, except for the price tag.

What is veneer?

Veneer is a woodworking term for thin slices of specimen wood adhered to solid core panels, typically made of wood or composite board. Due to the highly stabilized nature of the core, veneer-wrapped furniture resists much of the warping, stretching, or shrinking inherent to solid wood products when subjected to changes in temperature or humidity. Like any natural product, furniture constructed with a veneer is 100% recyclable and renewable. In addition to being more environmentally friendly, it maximizes the use of the harvested wood, thereby reducing the end consumer’s cost.

My question wasn’t listed here.  How do I contact you?

Please visit the Contact Us page.  We will respond within 1-2 business days.

Updated 03/21/2017.