Customer Support

Reservations & Preorders

As a new independent design studio, we decided to start with a crowdfunding campaign to help us gauge interest and fund the first batch order. Furthermore, since we work with smaller manufacturers, pre-orders help us make sure we don’t exceed their capacity and underdeliver to our customers.

During the reservation period, customers can place a deposit to ensure their order is delivered earlier with the first batch shipment. The deposit will count towards your order.  We’re limiting our reservations to 20 units, so reserve early!

To place a reservation, go to the product page, select “Reserve” to add your desired product to cart and pay for your deposit. The deposit amount will count towards your balance.

When we launch Pre-Orders, you can login to your account to pay the remaining balance. We’ll send you reminders so you don’t forget. Your order will ship with the first batch. 

Deposits to reserve a product  are not refundable unless Otelier does not meet our lowest minimums with the manufacturer, in which case we will not be producing the item and you will get a full refund.

For small batch production, we do not start production until we’ve received pre-orders from customers. That allows us to produce the exact number of units rather than having excess. For Pre-Order items, customers check out just as they would a regular transaction. Otelier wait until a certain number of units is reached before starting production with our manufacturers.  Items are then shipped out in the order they were received.

Due to the made-to-order nature of small batch production, pre-orders placed on Otelier’s website must be cancelled within 24 hours of the transaction, and are subject to a 3% fee. Please contact support@otelierhome.com.  After 24 hours, all sales are final. See our Return Policy.

Currently, we are expecting to start manufacturing the tables in May. The first batch will ship around the end of May or early June, and the second batch around the end of June or early July. These are not guarantees, but calculated estimates. See our pre-order timeline for details.

We know our lead time is so long, but we promise it’ll be worth the wait!

For reference, the typical lead time for custom made furniture is roughly 6-12 weeks for crafting and another 1-3 weeks for delivery, so we are not too off. Since we’re crowdfunding our first batches, we need to allocate time to capture enough orders. Additionally, COVID has impacted supply chains globally, from materials to labor availability, so everything from sourcing, manufacturing, and deliveries is slower than usual. 

Assembly Instructions

We'll put up assembly instructions here for each product very shortly.

Shipping

Please see Shipping for details.

We currently ship to the continuous 48 states in the US. If your delivery location is in a Canadian urban center near the US border, we may be able to arrange shipment. Please contact us to get a custom quote.

For our case goods, we use LTL freight shipping due to the size and weight. We offer four different delivery options. Rates are calculated at checkout based on location and carrier availability. View sample rates.

Pickup: From our Union City, California workshop.
Threshold: First Dry Area (eg. covered porch or garage.
Room of choice: Inside-delivery to room of choice, option to remove packaging.
White Glove: Inside-delivery to room of choice option and assembly, option to remove packaging.

During Pre-Orders, you will be able to see shipping rates and estimated delivery times at checkout, based on delivery method, location, and carrier availability.

You can also preview shipping estimates (*samples only, actual rates will vary).on our Shipping page.

Returns and exchanges