FAQ

Fabric-upholstered items: Ship in approximately 6-8 business weeks from the paid-for date. If using a C.O.M fabric, please allow an additional week for processing due to receiving and inspection.

Leather-upholstered items: Ship in approximately 8-10 business weeks from the paid-for date. If your order includes both fabric and leather items, the leather lead time applies to the entire order to ensure all items are processed and shipped together.

Quick ship items: Ship in approximately 5-7 business days from the paid-for date.

Parts orders: Ship in approximately 15 business days from the paid-for date.

Carriers & Shipping Expectations: Most carriers are currently scheduling pickups within 1-2 weeks after the estimated completion date. However, delivery timelines vary by carrier, and we are unable to guarantee specific delivery lead times.

See our Preferred Carriers List for more details.

We require all shipments to be handled by carriers from our preferred carrier list to ensure they follow our shipping protocols, accept our packaging, and adhere to our paperwork requirements.

• Carrier Selection & Quotes: Carriers bill you separately, and we do not provide freight quotes or delivery timelines. If you obtain a quote, it remains strictly between you and the carrier. Carftmaster is not responsible if a carrier does not apply a specific quote to an order.
• Scheduling Shipments: Only our shipping team can schedule internal pickup appointments with your carrier once your order is complete. You do not need to contact the carrier for pickup or billing – carriers will reach out to you directly for payment.
• Default Carriers: Brooks is our default carrier for the Designer division. If you need to ship to a residential address without an easy-access loading dock, it will be classified as a white glove delivery, which is only available through Sunbelt.
• Freight Dimensions & Weight: If your carrier requires weight, dimensions, or cubic measurements, this information is available on the price page for each style. Be sure to add approximately 5 inches to each dimension and 5 pounds to the weight to account for packaging.

Once your order is submitted in our required format, it will be processed within 1-2 business days. You will then receive an email from our credit team (Greg Rogers and Matt Jackson) with detailed instructions on how to make a credit card payment online through our website.

Please note:

• This payment is only for your furniture or parts order and does not include shipping costs, which are billed separately by your carrier.
• For security purposes, we do not have access to your credit card information at any time.

Once your order is complete, it will be shipped via your selected carrier within 1-2 business weeks. During this time, our shipping team prepares your order and schedules the required internal pickup appointment- only our team has the authority to coordinate this with the carrier. Without this scheduled appointment, the furniture cannot be released for pickup.

Once your order leaves our facility, you will receive an automated invoice via email, confirming that it has shipped. At this point, you may contact the carrier directly to track your shipment.

Please note:

• After leaving our facility, the order is fully in the hands of the carrier.
• Our shipping log system may take 24-48 hours to sync with the carrier’s system, so there may be a slight delay before tracking updates appear.
• The carrier is solely responsible for freight charges, delivery details, and transit times.

If you need a dye lot match, we highly recommend sending a fabric casing to help us identify the closest match available. Because we go through fabric rolls quickly and cannot hold materials, the original dye lot is typically unavailable by the time a cutting reaches you or your client.

Here’s how the process works:

• Dye lot matches are not guaranteed, but a fabric casing helps us narrow down available options.
• We cannot send fabric cuttings since our rolls are constantly in rotation.
• Once the dye lot match process is complete, we will return the casing to the address on the package it was sent in unless instructed otherwise. Please include paperwork inside the package with your order details or designer account information so we can properly associate it with your request.
• This process will extend your lead time by at least one additional week, depending on how long it takes the casing to arrive and for us to complete the match.
• You must note on your order form that you are sending a dye lot match, as these orders require special handling.
• Your order must be processed and paid for before the factory will proceed with the dye lot match.

Please use the following address to send your fabric casing:

Craftmaster Furniture
Attn: Lacy Reich
221 Craftmaster rd.
Hiddenite, NC 28636

F9 and L9 are the only programs that offer reclining features. Power options are only available in pieces with arms. For example:

• The F9***50P will have power on both arms, but not in the middle section.
• The F9***30P has only two seats (no middle) and will feature power throughout the entire loveseat.

To simplify, power will only be available where there are arms, and there will be no motion in middle or corner pieces. These power recliners plug directly into your wall, but if you plan to float the piece, you can purchase a battery pack (available from an external vendor, not included in your purchase).

• The power recliners are wall huggers, requiring approximately 3 inches of clearance from the wall.
• Fully reclined, the pieces extend to about 67 inches, with the front piece itself being approximately 24.5 inches.

Please note:

• These power recliners are not traditional lay-flat recliners. Due to the required wall clearance, the recliner will not lay completely flat.
• The angle of the decking when fully reclined is around 160 degrees, so our recliners don’t fully recline to a flat position.

For approved repairs, we work with Fast Solutions Network (FSN), an outsourced repair service. Please note that the scheduling of repairs is managed directly between the designated contact person and FSN. We do not have access to the technician’s availability or their schedule.

• Parts orders typically ship within 15 business days. At that point you will be provided with the FedEx tracking number once it becomes available.
• The FSN work order cannot be initiated until the necessary parts are shipped. Once the work order is opened, the designated contact will be notified, and a FSN representative will reach out within 2-3 business days to schedule the repair.

If FSN does not cover your client’s area, it will be the designers responsibility to arrange for a local repair service. They will need to obtain a quote for inspecting and repairing the furniture on-site. If parts are needed, please have them provide the details, and we will order those for you. The repair may be completed with adjustments to the furniture item on-site.

Please ensure that the repair technician provides paperwork stating if the repair can or cannot be done on-site, along with a list of any required parts. The quote should include the inspection, and any adjustments made to the frame. Once you submit the local repair quote to us, we will review and approve the cost which should take no more than 24 hours after submission.

The reimbursement for the repair will be issued via check, mailed to the primary address on file for your account. Please allow approximately 2-3 weeks from the date you submit your paid repair invoice for the check to be mailed.