You may find some answers in our FAQs. Or email us via info@mossdesign.us 

FAQs

About Our Craftsmanship

Is your furniture made in your own factory or by a third party?
All of our furniture is crafted in our own factory, one of the most respected high-end hardwood furniture manufacturing facilities in the industry. Our factory has been a supplier for many luxury furniture brands, and others are currently on the waitlist.

What are the advantages of shopping from a retailer with its own factory?
Most retailers or brands in our industry don’t own any factories—they work with factories like ours through agents to manufacture their products. At Moss Design, our direct factory model eliminates the middlemen and their huge markups, offers better pricing, and ensures tighter quality control. Our design and production teams work side-by-side, resulting in higher craftsmanship and consistency.

Where is your factory located?
Our factory is in Denizli, Turkey, where we've been producing hardwood furniture since 1974. We currently operate with an annual capacity of 90,000 units, processing up to 6,000 m³ of solid wood using state-of-the-art equipment.

Where is your warehouse located?
Our warehouse is in Denver, Colorado. Our head office and design team are based in Evergreen, Colorado.

Where does your lumber come from?
We use sustainably sourced American oak and walnut. Our facility is FSC-certified, ensuring responsible forest management.

Ordering

Do you do custom orders?
No, we don’t do custom orders or modifications to our designs. All of our products are exclusively designed in-house and kept in stock, ready to ship. That said, we always welcome customer feedback for future product development.

Are you able to hold my order?
Yes, we offer free 60-day storage for orders upon request. Please contact us before placing your order so we can send you a custom order link with this service included. We'll need your shipping address, phone number, and a list of the items you'd like to purchase.
Important: If you place your order first and contact us later, it may be too late, as your order could already be dispatched.

Why wasn’t sales tax applied to my order?
Sales tax is only charged on orders shipped to Colorado. Orders to most other states are not subject to sales tax.

Shipping & Delivery

How long will it take to receive my order?
Most orders ship within 3 business days from our Colorado warehouse. Delivery time varies based on location and chosen shipping method, but typically takes 1–3 weeks.

How can I track my order?
Once your order ships, we’ll email you tracking details so you can monitor the delivery status.

Do your products require assembly?
Most of our products require light assembly. Assembly instructions and hardware are included in the box.

Do you offer White Glove delivery?
We offer premium delivery services for most products, including Room of Choice and White Glove Assembly. These options can be selected directly on the product page.

How is your furniture packaged for shipping?
Our packaging is designed in-house by our specialized packaging department to protect solid hardwood furniture during transit. We use reinforced, drop-tested boxes and high-density protective materials to ensure safe delivery. Our robust packaging system sets us apart—you’ll notice the difference when your order arrives.

What should I do if my order arrives damaged?
This is extremely rare thanks to our robust packaging, but if something does happen, we’ll make it right—fast.
Please follow these steps:

• Inspect your order upon delivery.

• If you notice any issues, do not assemble the item.

• Contact us within 7 days of delivery and keep the item & box.

• If you choose White Glove service, ensure any damage is noted on the delivery paperwork before signing.
  Depending on the issue, we’ll process a replacement for a part or a full product promptly.

Do you ship internationally?
We may be able to assist with international orders depending on the destination. Please contact us to discuss your location and available options.

Support

Do you offer a trade or commercial program?
Unfortunately, we don’t offer trade discounts for single or small orders, as our products are listed at factory-direct prices. However, we do provide commercial production for large-scale projects such as hotels, restaurants, and developers, with a minimum order of one full container load (FCL). Contact us for details.

Do you have a phone number for customer service?
We offer customer service exclusively via email. This ensures your inquiry reaches the right department and allows us to keep a clear record of communication for faster and more efficient support.

If you need assistance with your order, please visit our Customer Support Page.