We also understand that purchasing custom furniture online can feel like a big decision, and sometimes a daunting one. That is why we created the Family Furniture Co. Promise to give you confidence in your investment, from your first interaction with us to long after your furniture is delivered.

At Family Furniture Co., we take great pride in every piece we build. Each item is handcrafted from solid wood and finished by our team in New Albany, Indiana. 

Because our furniture is made by hand using natural materials, variation and character are not only expected, they are celebrated. Just as no two trees are exactly alike, no two pieces of furniture will ever be identical. Natural markings, texture, and subtle differences in grain and color are what make your piece truly one of a kind.

Wood is an organic product that responds to its environment. Changes in temperature, light exposure, humidity, and other environmental factors may cause slight variation over time. This is normal. 

Cosmetic variations are to be expected. Solid wood furniture may include:

• open knots/cracks
• textural differences
• joint lines 
• color variation
• sapwood
• end checking
• wormholes
• distinctive nicks
• other imperfections

These are inherent to real wood and contribute to the unique character of each handcrafted piece.

Due to the custom nature of the handcrafted furniture we build, we allow up to approximately 1” of variation across all measurements.

Solid wood naturally expands and contracts as temperature and humidity change. You may notice or feel small seams between boards on your table. This is normal.

Additionally, you may notice up to 1/4” movement in length, width, or thickness of your furniture as well. Throughout the seasons, minor bowing or flexing of the table top may also occur. If you notice movement that feels excessive or abnormal, please contact our team so we can evaluate what is normal versus what may require repair.

If a seemingly significant warpage does occur, our team would not replace or repair immediately as we would recommend waiting a few months to see if the table returns to its original form. The nature of wood movement can be somewhat unpredictable. 

While it may seem protective, placing a glass top or table pad directly on a solid wood table can cause unintended damage. Solid wood needs proper airflow to regulate moisture and accommodate natural expansion and contraction. A glass top or table pad can trap moisture, restrict airflow, and lead to finish issues, uneven color changes, and potential cracking or warping. For this reason, glass tops and table pads are not recommended for use on solid wood tabletops, and related damage is not covered under warranty.

Over time, prolonged exposure to sunlight can lead to changes in the color and stain of wood. Depending on the wood species, sunlight may cause fading, darkening, or lightening. Because of this it is important to not leave placemats/decor/table runners/etc in the same location on your table for extended periods of time - especially if your furniture receives a lot of sunlight exposure. 

To promote even aging, we recommend:

• Using curtains or blinds to limit direct sunlight 
• Occasionally rotating items placed on your furniture
• Exposing table leaves to the same light and air conditions as the main tabletop. If you purchase an extension table and there is variation that exists or occurs between the table leaves and main table top this is not considered a defect. 

These simple steps help your furniture age evenly.

Every piece of furniture we build has its own unique grain pattern and natural color variation. These characteristics are a direct result of wood’s organic nature and make each piece one of a kind.

Because every board absorbs stain differently, exact color matches cannot be guaranteed, even when using the same stain color on the same wood species. While we carefully apply the stain and paint color selected for your order, slight variations from sample pieces or previously completed furniture should be expected.

We do not match stains or paint colors from photos. Lighting, screen settings, camera filters, and wood grain variations make accurate color matching from images unreliable. To request a custom stain match, you must provide either:

• The actual stain product you want us to use, or
• A physical sample for color matching (such as a cabinet door, flooring sample, or trim piece) along with the specific wood species you want your furniture built from.

Please note that all wood species absorb stain differently. If you provide the stain and specify the wood type, we will apply the finish exactly as requested. However, we are unable to rework or refinish furniture to achieve a perfect color match. Due to natural grain variation, some degree of color difference will always exist.

By requesting a custom stain match, you acknowledge and accept that 100% exact color matches are not guaranteed, and that natural variation is an inherent part of solid wood furniture.

It is important to note that our paint-grade and stain-grade chairs are sourced from trusted partner vendors and arrive to us unfinished. Our team then stains, paints, and finishes them to coordinate with your table. 

Because these chairs are produced by different vendors, natural variation in wood grain and stain color can be expected, even when the chairs are made from the same wood species as your table. While we take great care to achieve the closest match possible, exact color and grain matching cannot be guaranteed, as different wood sources and grain structures absorb stain differently.

To help you confidently select your stain color, stain samples are available for purchase at $50 per sample. 

Standard stain samples may be:

• Requested during your showroom visit, or
• Ordered directly through our website.

Custom stain matches are available. This service includes custom color matching to a physical piece provided by the customer. When a custom stain match is made, a photo will be sent to the customer for approval before staining your pieces. Due to the natural variation in wood, exact color matches cannot be guaranteed. By requesting a custom stain match, you acknowledge and accept that some degree of variation is expected (See Wood + Stain Variations for full details). 

Order Changes + Cancellations

If you need to make changes to your order (including stain, size, dimensions, or design details) you must notify our team of these changes within 24 hours of placing your order.

After 24 hours, some changes may still be possible depending on production status, however additional fees will apply for a change order to be made. Certain changes may not be possible once production has begun.

Cancellations requested within the first 24 hours are subject to a 5% cancellation fee.

Lead Times

At the time of purchase, you will be provided with an estimated lead time, typically given as a two-week completion window during which your order is expected to be finished and ready to schedule delivery or pick up. All lead times are estimates and not guaranteed.

If you are placing an order for a specific event or special occasion (such as a party, holiday, or birthday), please let our team know as early as possible. While we will do our best to accommodate your timeline, we cannot guarantee completion or delivery by a specific date.

In certain circumstances, rush production may be available based on current shop capacity and your requested timeline. Rush orders are subject to additional fees and approval by our production team. Please inquire with us for availability and details.

Notes + Special Requests

Some furniture pieces featured on our website include examples of special requests, such as non-standard wood species, custom edge profiles, or specific table overhangs. While we are often able to accommodate customizations like these, all special requests must be approved and documented at the time your order is placed. Requests made after checkout cannot be guaranteed and may not be accommodated. 

Depending on the nature of the request, additional fees may apply.

When placing an order through our website, please include any special requests in the order notes at checkout (for example: custom stain or paint colors, non-standard wood species, delayed delivery timing due to home closing, etc.).

If you are placing an order in our showroom, one of our team members will document all special requests on your behalf. 

Delivery fees are based on the distance from our shop to your delivery location. 

Local (within 25 miles of our shop)= $75

25-75 miles = $125

75-150 miles= $250

150-250 miles = $500

250 miles + =$800

These fees include delivery with one driver only. Someone must be present to assist with carrying the furniture into your delivery location. 

If no one is available, additional fees will apply:

$50 additional fee for local deliveries

$100 additional fee for 25-75 mile deliveries

$250 additional fee for 75-150 mile deliveries.

Please note: No additional delivery driver is available for deliveries over 150 miles away.

We cannot guarantee that drivers for deliveries exceeding 150 miles will be able to assist with carrying the furniture inside your home, though they will deliver the furniture to your doorstep.

Delivery

For deliveries within the New Albany, Indiana area, one of our delivery team members will deliver your furniture. Because we typically send one delivery driver, someone must be available to help carry your furniture inside. Solid wood furniture is typically pretty heavy so ensure that whoever is assisting with the delivery is prepared to help lift the piece that could weigh anywhere from 20-200 lbs. If you are concerned about the weight and if you’d be able to assist, please contact our team to discuss the details of your project to get an estimated weight and talk through alternative options. 

If an additional delivery driver is required, we will do our best to accommodate requests for deliveries within 150 miles, subject to availability and additional fees as outlined above.

Once your furniture is complete, our team will contact you to coordinate delivery. We will confirm your delivery date and time window. If a balance remains on your account, a final invoice will be sent and must be paid prior to delivery. (Cash or check can be handed to the delivery team member only with deliveries that are not delivered through a third-party vendor).  

Deliveries over this threshold or orders of larger sized furniture may be shipped by a third-party carrier. Our team will notify you when coordinating this delivery, and the carrier will provide scheduling updates. We cannot guarantee exact delivery dates when your furniture is picked up as most drivers are coordinating multiple deliveries over a few days and plans/routes may change. We try to ensure the driver will work with you to schedule a delivery window that works well for you but we cannot guarantee that would be the case. 

In the instance that a driver arrives at your home/facility and nobody is there to assist, additional fees may be required and paid directly to Family Furniture Co. to compensate the driver for their time. 

Furniture shipped via third-party carriers will be blanket wrapped at our shop, and transported in the same vehicle directly to your delivery location. One person must be available to assist with unloading and carrying the furniture. We cannot guarantee the driver will assist with moving the furniture inside your home, although delivery to your doorstep is expected.

Inspection + Damage Claims

It is the customer’s responsibility to thoroughly inspect all furniture upon delivery before signing the delivery confirmation paperwork. 

In the unlikely event that your furniture does arrive damaged:

1. Note all damage on the delivery slip before signing
2. Immediately contact our team at 812.202.6636 

For furniture delivered by third-party carriers, Family Furniture Co. will repair or replace damaged products at no additional cost to you by filing a claim with the carrier but only if the damage is noted before signing.

Once delivery paperwork is signed, Family Furniture Co. cannot assume responsibility for any damages discovered after delivery. Careful inspection is extremely important.

Delivery does not include installation. Many of our tables are delivered with the base as a single component and the top as a second component. To more easily carry your table inside it may be required or helpful to remove the top by removing the screws underneath the tabletop holding the top down, then reattaching them once inside. All required hardware will be provided for your furniture. Basic tools may be required on your end to assemble the furniture.

Please note: Furniture cannot be refused upon delivery if it does not fit through an entryway. It is the customer’s responsibility to ensure that all the furniture ordered will fit through doorways, hallways, stairwells, and entry points prior to purchase.

Downtown/City Freight Surcharges

Due to increased freight costs, an additional surcharge of $150+ per order may apply to third-party freight deliveries into downtown areas of major cities. Freight surcharges may also be required for deliveries to areas or buildings that are more complicated to access.

This surcharge will not appear at checkout for online orders. Our team will contact you directly once your order is processed to collect payment. This price will vary depending on the circumstances.

Please contact us with any questions regarding the surcharge. 

Pick Up

Customers may choose to pick up their order once it is completed. Our team will assist in carrying furniture to your vehicle or trailer.

We recommend bringing:

• Furniture blankets
• Tie downs/straps
• Padding or securing materials. 

Family Furniture Co. is not responsible for securing furniture inside customer vehicles.

Family Furniture Co. is not responsible for any damage that may occur while loading the furniture or in transit from our facility to your home or business. 

Holding Your Furniture

After placing your order, you have 24 hours to confirm that all order details are correct and that you are prepared to receive your furniture within the provided lead time. This is your opportunity to request a production delay if you are unable to receive your furniture during that timeframe. All requests must be made in writing.

If you need to delay production, it is your responsibility to notify our team at least 6 weeks in advance of your desired completion window to move your table back into our production queue.

If furniture is completed and the customer does not accept delivery or arrange pickup within 7 days of notification, a warehousing fee of $25 per week will be applied until the order is collected.

If the furniture remains uncollected for 90 days, Family Furniture Co reserves the right to dispose of or repurpose the furniture at its discretion with no liability for loss or damage.

Solid wood furniture is made to last and with a little care, your piece will remain beautiful for years to come.

Our furniture is finished with a clear matte polyurethane finish, a highly durable protective coating. Testing has shown resistance to common household spills, like water, juice, and wine, when cleaned promptly using mild soap and water. To maintain the integrity of the finish, avoid harsh or abrasive cleaning products. We have tested many products, but some damage may still occur depending on the products. 

Proper maintenance helps preserve both the beauty and longevity of your furniture.

We recommend the following care tips:

• Clean with a soft, damp cloth using mild soap and water.
• Use an all-natural cleaner, like Thieves Cleaner.
• Avoid harsh, abrasive, or chemical-based cleaners.
• Wipe up spills promptly.
• Do not use Mr. Clean Magic Erasers or furniture polish on your furniture.
• Use trivets or coasters for very hot items.

Using any of the improper care methods listed above will void your warranty. 

Sunlight

Over time, prolonged exposure to sunlight can cause changes in wood color and stain. 

Depending on the wood species, sunlight may cause fading, darkening, or lightening. This is not considered a defect, rather a natural change with wood products that should be expected. 

To promote even aging and maintain consistent color, we recommend:

• Using curtains or blinds to limit direct sunlight
• Occasionally rotating items placed on your furniture
• Exposing table leaves to the same light and air conditions as your main tabletop.

Heat + Temperature

To ensure your furniture lasts a lifetime, avoid extreme temperatures and maintain a stable environment. 

Our furniture is not designed to withstand excessive heat. As a general rule, if an item is too hot to comfortably touch, it should not be placed directly on your solid wood surface. Use trivets, coasters, or protective barriers beneath hot items.

Family Furniture Co. guarantees the quality of our craftsmanship and materials for 1 year from the date of delivery. 

This warranty covers manufacturing and craftsmanship defects including structural issues or unnatural cracks and splits that are not part of the wood’s natural characteristics. The warranty only applies to furniture used for residential purposes.

If you believe your furniture has a warranty-related defect, please contact our team. 

When submitting a warranty claim, clear photos and measurements of the affected area are required for review. Our team will evaluate the claim and determine the appropriate next steps. 

Warranty claims will not be accepted for issues listed under our Cosmetic Standards and Natural Variations section.

This warranty does not cover:

• Natural wood movement, seasonal expansion and contraction, or cosmetic variations
• Cracks, warping, or movement caused by improper humidity, temperature fluctuations, abnormal wear, or misuse. Improper humidity exposure qualifies as levels outside of a 30-50% humidity range. (The average home humidity level is around 40%)
• Damage caused by accidents, impact, improper cleaning products, water, heat, or sunlight exposure
• Normal wear and tear, including small dents, scratches, surface wear, or texture changes
• Products sold with distressing
• Products sold without a finish or stain applied by our team 
• Products sold with a finish other than our standard/stock finishes or paints. (Examples include Rubio Monocoat, mineral oil, Osmo products, tung oil, or other specifically requested products outside of our standard recommended finishes)
• Products sold “as is,” “showroom specials,” “second hand,” or “floor samples”

While normal wear is not covered under warranty, we are always happy to provide guidance on touch-ups and maintenance.

Family Furniture Co will repair or replace the issue if a warranty claim is filed and valid. 

Any modifications, repairs or refinishing performed by a third- party void this warranty.