General Information About Maine Cottage®
- Do you have a Maine Cottage® store?
We do not have a brick and mortar store, but we do have a Design Center where we welcome customers to schedule an appointment with one of our in-house Design Associates. Read more about our Design Services.
- Do you offer interior design assistance?
If you have questions or are concerned about getting your order just right on the web, you may contact a Design Associate by dialing 443.433.3506. They will be happy to help you through the process. Read more about our Design Services.
- Do you have a catalog?
Yes, we have a print catalog. Simply sign-up to receive a print version and we will get a copy of our most recently printed version in the mail right away.
- Do you have a mailing list?
Yes, you may sign up on the Maine Cottage® mailing list to receive information on special product launches, events and promotions.
- Do you have gift certificates?
Yes, you may purchase a gift certificate by calling our Customer Service Department at 866.366.3505.
- What type of payment do you accept?
For online orders, we accept payment via PayPal and credit card (VISA, MasterCard, American Express and Discover). Please note, the charge on your credit card statement will read "Balsam Living". For orders placed directly with our sales associates over the phone, we accept all of the previous payment methods as well as ACH/wire transfer. As of July 2019, we no longer accept cash, personal or business checks.
The Order Process at Maine Cottage®
- So, I've placed my order. What can I expect next?
We realize the type of investment you have just made (or are thinking of making) and want to make sure you are well taken care of from the time you place your order to the day it arrives in your home. After placing your order, you will receive an automated email confirmation. If you have any questions along the way, you will have your order details and a way to contact the Maine Cottage® customer care team. You should also expect to hear from our Order Fulfillment Department before your order ships to arrange for shipment or delivery.
- How do I check on the status of my order?
To check on the status of your order, please contact our Customer Service Department at 866.366.3505.
- Who do I contact to cancel or make changes to my order?
Due to the nature of our bench-built to order furniture, we only allow orders to be canceled within 24 hours of the initial purchase. If you elect to cancel your order beyond that time-frame, you will be required to pay a restocking fee. Changes to orders must be received in writing and within 2 weeks of order date. Changes requested after this point may not be possible and will delay production time. To cancel or make changes to an order, please contact our Customer Service Department at 866.366.3505.
- How do you ship and how is the cost to ship determined?
We offer three methods of shipping: White Glove Delivery, Standard Shipping via FedEx or UPS ground, or Common Carrier.
White glove delivery service includes a scheduled date and time that works best for you, placement of all furniture in its place of use, furniture assembly (if required), and removal of all packaging materials. Our standard white glove shipping rates are based on the shipping zone and the value of the sale, prior to any promotional discounts. To read about our shipping rates and zones, please visit our Shipping & Home Delivery page.
Standard shipping is available within the continental US via ground carrier (FedEx or UPS) on all accessories and a number of smaller furniture items for a standard charge equal to 10% of the total order value. Once shipped, items being delivered via ground typically arrive within 3-5 business days. Please note, items ordered at the same time using this delivery method may not be delivered together.
Larger items that can be appropriately packaged for delivery via common carrier may also be shipped for 10% of the order plus a small handling fee, in which case our service level is a threshold or first dry area. With common carrier service, you can expect a call from the delivery company to schedule a window of time for the delivery (Monday-Friday, 8am - 8pm). The items are unloaded by the driver and brought to the first threshold. The customer is responsible for disposal of crating, pallets, and all packaging as well as assembly, if required. Please make sure a freight truck can access the property to ensure a proper delivery experience.
- Do you ship internationally?
Yes; however, our website shopping cart does not process international shipments, but our design associates can! For more information, please contact a Design Associate at 866.366.3505.
- Is it possible to rush an order?
Yes, we sometimes have the ability to rush orders for a fee. Please call a Design Associate at 443.433.3506 for more information on rushing an order.
- Before you place your order, be sure to read this information about measuring!
Okay, so that wasn't a question, but we really want you to read this! It is very important to measure carefully and correctly when placing an order. That Flora Wedge Sofa may be the perfect thing for your living room, but will you be able to get it through the front door? The dimensions for all of our items are listed under the product information tab labeled "measurements". We also ask that you please take into consideration the dimensions of all doorways and entryways, stairways and banisters, tight corners and hallways and any fixtures or other obstacles that may interfere in the pathway from our delivery truck to where you want your new Maine Cottage® furniture placed. After all, we'd hate for it not to fit and end up in one of our homes instead!
- Can I combine promotions or use a current promotion with a previous order?
To ensure that we are being fair to all of our customers we do not allow promotions to be combined. We also do not allow customers to use current promotions on past purchases.
The Furniture at Maine Cottage®
- Where is your painted furniture made?
Our painted furniture is crafted in America using quality materials that will enable it to maintain its value over time. Each piece is bench-built to order.
- What kind of wood do you use under your paint?
We predominantly use maple, poplar and maple veneer. Our beds and drawers are all solid wood. Our case frames are also solid wood while the side and back panels are maple veneers. Our mirrors, cork boards and picture frames are made on CNC routers using medium-density fiberboard.
- Where is your upholstered furniture made?
Our upholstered furniture is built right here in the United States. We work with a 3rd generation family-owned company located in the foothills of North Carolina's Appalachian Mountains where men and women have been crafting exceptional furniture for generations. Each piece of furniture is always hand-cut, hand-sewn and hand-tailored.
- What is the lead time on your furniture?
Our lead time continually varies, like most businesses we have our busy times and our slow times. The lead times on our painted and upholstered furniture average between 8-12 weeks. For our current lead time please give us a call 866.366.3505.
- What's this I hear about customizing my own piece of furniture?
Since our furniture is made to order, you have the opportunity to customize your very own piece of furniture in many different ways. Please contact a Design Associate at 866.366.3505 ext. 3496 for more information.
- Can I get samples of paint colors and fabric?
Maine Cottage® Signature Paint Colors & Fabric
- What kind of paint do you use?
Maine Cottage® finishes deliver superior durability, extraordinary depth, and vibrancy of color. We use the highest quality primer, lacquer, and clear top coats available while still being friendly to the environment. Paints are all California compliant and low VOC as compared to other industry pre-catalyzed lacquers.
- Can I get all of your color samples at once?
Yes, we offer a sample program that includes a complete set of 35 paint colors for $75 plus shipping. A complete set of fabric swatch cards is also available for $295 plus shipping and can be found on our website broken up into two sets, by solids & stripes and by patterns.
- I love your colors, but what if I have a specific color in mind - will you custom color match?
Yes, we offer custom color matching on most of our furniture pieces for an additional $120 - your color possibilities are endless!
- Who do I contact with questions regarding your fabrics?
If you have a question about any of our fabrics that can't be answered by reviewing or purchasing fabric swatches online, please contact a Design Associate at 866.366.3505 for more information.
- Do you sell your fabric by the yard?
Yes, we sell our fabric by-the-yard in the fabric section of our website. Simply visit our fabric shop, click on a fabric swatch and you can easily purchase by the yard right there online!
- I noticed that your striped fabrics all run vertically - can I have my stripes run horizontally?
All of our striped and textured striped fabrics will be upholstered vertically unless otherwise specified. That means if you are purchasing your furniture online, have chosen a striped fabric and you would like to have the stripes run horizontally, please call contact a Design Associate by dialing 866.366.3505 and selecting 2 from the menu so we can make that note on your order.
INTERIOR DESIGNERS & INDUSTRY PARTNERS
- Do you work with designers and architects?
Yes, we will happily work with qualified designers and architects. Please be prepared to email or fax verification of your qualification as a designer or an architect. For more information, contact a Design Associate by dialing 866.366.3505 and selecting 2 from the menu.
- How do I place an order if I am a member of the trade?
Currently, our website is for retail purchases only. If you are a member of the trade with us, you will need to fax your order to 410.630.1135 or email your order to our Design Department. If you would like to set up an account, please email our Design Department for more information.