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Customer Service

• What is your Price Guarantee?
• Are the products on your website in stock?
• Can I get an item customized to my specific needs?
• How do I get finish samples?
• Do you have a showroom?
• How can I keep from damaging the finish on my solid wood furniture?
• What is the proper way to care for my solid wood furniture?
• What is the proper way to dust my solid wood furniture?
• Where is your furniture made? Will you give me the name and location of the craftsman?
• Are your artisans really, truly Amish?
• How do I track my order status?
• When is my credit card charged?
• When will my furniture be delivered?
• How does my furniture ship?
• What if I do not like the furniture and want to return it?
• What is your return policy?
• What if I decide to cancel my order?
• Does the furniture come with a warranty?
• Is the website 100% accurate all the time?
• Is my order processed through a secure server?
• What forms of payment do you accept?
• Do I have to order online?
• Will I have to pay sales tax?
• Do you ship outside of the 48 states?
• What is your privacy policy?
• What are your payment and layaway plans?
• What are your flat rate shipping prices?

What is your Price Guarantee? We want to provide you with the best price possible. If you find something similar on another website at a lower price call or email us. We will do our best to meet or beat their price. You must have a full price quote from them, with shipping for us to price match.

The following conditions apply:

• Item must be sold by an authorized US distributor and does not apply to EBay sales, close-outs, misprints, special buys, special promotions, or liquidations.
• Price must be advertised and published for general public.
• Valid on retail price of item only.
• Request must be made within ten business days of your purchase.
• Quote must include shipping
  

Are the products on your website in stock? Not necessarily, all items we sell are shipped to you direct from the craftsman. The description of the item will tell you if it is an in stock item, or if it is made to order. If the items are in stock they will ship via the indicated carrier in the time frame noted in the description.




Can I get an item customized to my specific needs? Even though Eden Hill Home offers many items we understand your need for customization and creativity. That is why Eden Hill Home is happy to offer you custom design services.

Almost any item that is described as made to order can be customized. Our sales consultants will work closely with you and the craftsman to create your one of a kind piece. Whether you just need some dimensions adjusted or you want to create a completely unique piece we will do our best to fulfill your wishes.

All sales are final on custom orders. Eden Hill Home cannot accept returns or exchanges of any item marked as "custom made", special order items, or any custom designed item.




How do I get finish samples? We are happy to provide fabric and finish samples to help you make the correct choice. If you wish to request these please call us at 941-462-2589.

A credit card will be required to process your request. No charges will be assessed to you if samples are returned in 4 weeks. After taking the time to carefully review the samples please return them in the postage paid envelope provided. Due to the high demand and limited quantity of finish samples if they are not returned within 4 weeks Eden Hill Home will charge $25 for each set of 3 finish samples (if you requested 6 samples you will be charged $50).

Please note: due to natural variances in wood and dye lots the color in the samples may differ from the finished product.




Do you have a showroom? No we do not. We are strictly online. We understand sometimes it is difficult to order something without seeing it first. We value the chance to assist you and make you comfortable in ordering from us. Most of our furniture is solid wood, heirloom quality pieces that will last for generations. The pictures do not do the pieces justice and they are much more beautiful in person.




How can I keep from damaging the finish on my solid wood furniture? The number one enemy of any table finish is not liquids, but heat. Heat can come from many sources (hot pizza boxes from the delivery service are a prime culprit) and that concentrated heat will 'open' up the finish on most tables, allowing the undercoats to absorb moisture. As the heat source cools, the topcoat closes back up and you are left with a large whitish area underneath, known in the trade as 'blush'. This requires a professional to remove and reflow the top. Be sure to use a trivet or proper heat isolator when taking hot dishes to the table. A napkin or placemat is too thin and will not protect.

Remember too, that wood malleable. It dents and can scratch regardless of the maker or type of wood. Treat the tabletop like you would the hood of a new car and it will maintain its appearance and finish for years.

All horizontal surfaces have a heat and water resistant top coating and will tolerate various degrees of moisture and heat. In general, alcoholic drinks are the ones to be concerned with and only if they have extended contact with the table surface.




What is the proper way to care for my solid wood furniture? Solid wood furniture will shrink and expand with changes in humidity. Extreme temperature and humidity changes will ruin wood. Try to keep the humidity in your home at a consistent level all year long. Avoid placing the piece too close to a heat source (radiator or fireplace) and keep it out of continuous direct sunlight. These conditions will cause the wood to dry out and subsequently split and will void your warranty. If you are storing leaves for a table try to keep them near the table so they are experiencing the same humidity as the table. A closet or under a bed wrapped in a pillow case is fine as long as the humidity in that area of the home is the same as where the table is. Please do not store the leaves in a garage, basement or attic. These rooms typically have no humidity control. Wood can handle temperature and humidity changes if the occur gradually. Abrupt changes, such as opening and closing a vacation home, can stress the furniture.




What is the proper way to dust my solid wood furniture? The first step is to listen to your mother and dust often. Dust is an abrasive and too much left on your furniture could cause scratches. Please do not use feather or the new dry dusters. They cannot be washed and the quill could scratch the surface. Here are some tips from the experts on the best way to dust your piece:

The best cloth to use is a clean, washable cloth made of soft, lint-free cotton. The best choices include an old T- shirt, diaper, cheesecloth, dish towel, piece of flannel, or chamois. The cloth should have no snaps, buttons, zippers or thick seams that could scratch furniture surfaces. Do not use a cloth that has hanging threads or unraveling edges. These could catch on wood slivers, molding, knobs or other loose pieces.

DO NOT dry dust. A dry cloth is abrasive and will ultimately dull the finish. Sprinkle a few drops of water on the cloth, not enough to get it wet, just enough to make the dust adhere to it. The cloth should not be so damp that it wets the wood. If you can see any trace of water on the wood after you wipe, your cloth is too damp. Some conservators recommend using distilled water for heirlooms or antiques.

Try to avoid silicone based polish; you might want to use a spray-on dusting aid or polish. Guardsman Furniture Polish which is recommended for fine wood furniture finishes can be found at local hardware stores. Wipe off dust using gentle, oval motions along the grain of the wood. Turn or fold the cloth as soon as dirt is visible on any section. Keep a pile of clean cloths handy so you don't move dust and dirt from one spot to another. Lift, don't slide, lamps and objects to dust under and around them.

Following these guidelines, along with common sense, will ensure that this fine solid wood piece that you have purchased will become an heirloom for future generations.




Where is your furniture made? Will you give me the name and location of the craftsman? Our pieces are made entirely in the United States. Most come from Pennsylvania and Ohio in the heart of the Amish Country. Although we have some brand names that we proudly display, we do not release the exact location and phone numbers of most of our craftsman. While everyone likes to try to save money by purchasing direct, our craftsman sell only though us and other stores such as us. By calling them, or showing up on their doorstep, you are taking away valuable crafting time and in the end will be referred back to us for your purchase. We can answer any questions you may have about a piece, just contact us.




Are your artisans really, truly Amish? We do not know, as it states in the product description it comes from Amish country. They are more than likely Amish, or Mennonite, but we do not ask them their specific religious beliefs.

The furniture really, truly is handcrafted one piece at a time and that is the important part.




How do I track my order status? If you'd like to check the status of your order, we encourage you to refer to your order confirmation. There you will find the lead time for the items you ordered. Please note that the lead times reflected are approximate, and are for the production time needed to complete your items. Shipping transit times add one to three weeks to your lead time depending on the item shipping method used and destination. Some are shipped via UPS or FedEx and should be delivered to the specified shipping address within five to seven days of the lead time noted. Delivery of furniture may require up to three weeks, as Eden Hill Home’s third party specialized furniture carriers take great pride in transporting and delivering your items safely.




When is my credit card charged? Your credit card will be charged at time of order. If you are ordering items that are over 8 weeks lead time we can charge ½ of the order total at time of order and the remainder when it is ready to ship.




When will my furniture be delivered? We estimate the delivery time based on the current information we have from the craftsman.

Orders that are in stock typically take 7-10 business days for delivery. Depending on the craftsman made to order items may take anywhere from 8-12 weeks to produce and deliver. Circumstances beyond our control may occasionally cause an order to take longer than 12 weeks.

If you have created a completely custom piece for yourself production time may take up to 14 weeks.

If your order has been completed, but you wish to delay the shipping, payment on the order will be taken on the day it is completed. Your order may also be subject to an 8% per month warehousing fee.

Eden Hill Home does not take responsibility for craftsman or shipment delays and we do not offer any discounts in the event that your shipment is delayed.




How does my furniture ship? Small furnishings, décor accessories and bedding are typically shipped via ground service with carriers such as UPS and FedEx. These should arrive within 5 to 7 business days of the lead time noted on the website. If your UPS or FedEx item arrives damaged, please retain all packaging materials and contact us at 941-462-2589 within one week of delivery to arrange for a replacement.

Large furniture items require specialized shipping and delivery methods. Common carrier truck deliveries are performed by a third party trucking company contracted by the artisan or Eden Hill Home. A signature is required at the time of delivery. Common carrier deliveries are only performed Monday through Friday. An appointment by telephone is usually scheduled by the freight company, however it is not guaranteed.

Most large furniture items on our site include curbside freight in their price. For an additional fee the freight company will deliver your furniture inside your home, over your threshold. Please call us to get an inside delivery quote at 941-462-2589.

Eden Hill Home does not profit from the freight process. Our ultimate goal in this shipping process is to have our items arrive safely to you, their final destination. Because we cannot be with you at your home when your shipment arrives, we need you, the buyer, to help the receiving process go as smoothly as possible. When our items are being delivered to you, we are confident that you will take the care necessary to receive our items. Without your help, the freight process has the potential to create a level of dissatisfaction with our products or service that is unwarranted & unnecessary. We are proud of our furniture & when the items leave the warehouse, they have been carefully packaged to ensure a safe arrival to you. With proper handling by the freight company, a safe arrival will be the end result.

Please be aware that it is necessary for you, when you receive our items, to check each item for Visible and or Concealed Damage. When the driver arrives with the items, he most times will allow you to open & inspect each item for damage. If there is obvious damage to an item, refuse delivery of that specific item. If the driver does not want to wait for you to open & inspect the shipment, he is then obligated to allow you to sign the Delivery Receipt with an exception such as “Possible Concealed Damage.” If the driver does not want to wait, & will not allow you to state an exception on the Delivery Receipt, refuse the entire shipment, and contact us. Eden Hill Home will then contact a manager with the freight company & make sure that you receive proper treatment. We will also direct the freight company to contact you and promptly reschedule the delivery.

All Damaged or un-inspected items must be signed for as either Damaged or Possible Concealed Damage. If the furniture, (freight) is damaged but is signed for as Clear, meaning without stating an exception like Possible Concealed Damage or Damaged, the receiving party (you), then assumes full responsibility for the damaged freight & may have no recourse, legal or financial, with the delivering freight company, delivery agent, or Eden Hill Home. This would be a worst case scenario & is completely preventable. If you have questions about any of our freight rules, please contact us & we will be happy to fully inform you & instruct you with regard to the process of receiving our freight. If you receive a damaged item & have properly signed for the item as damaged, we will then handle the entire claim process for the damaged freight.




What if I do not like the furniture and want to return it? Custom, made to order furnishings items require payment in full upon completion, and cannot be returned or exchanged. Items that are custom and made to order are notated as such in the product descriptions.




What is your return policy? Eden Hill Home strives to provide our customers with the highest quality merchandise and an unparalleled shopping experience. If you are not completely satisfied with your non-custom item, you may return it at your expense, for a refund, exchange, or store credit. Returned items must be unused, in their original condition and their original packaging. Some items may require a restocking fee also.

Simply call us within 7 business days of receipt of the item and we will arrange for return of your item. Upon receipt of your approved return, Eden Hill Home will either issue a refund for the purchase price of your item(s) to the credit card used for your purchase or ship the item you selected in exchange. Please note that shipping charges cannot be refunded by Eden Hill Home; all shipping charges are the customer's responsibility. We encourage you to send all returns via insured mail for protection against lost or damage.




What if I decide to cancel my order? Eden Hill Home works to get orders going as soon as possible. For this reason, we cannot guarantee that we will be able to cancel your order after it has been placed. If you need to cancel your order please call us ASAP (within 3 business days of placing your order) at 941 462 2589 and we will attempt to cancel your order. If your order has already shipped, or the artisan has already started on it, please see our Returns policy for further instructions.




Does the furniture come with a warranty? Eden Hill Home upholds the warranties offered by the artisans and manufacturers who craft our furnishings. Because the scope and duration of our manufacturers' warranties vary, we encourage you to ask an Eden Hill Home Sales Consultant for specific warranty information on products of interest.




Is the website 100% accurate all the time? Eden Hill Home may have prices, descriptions, and text that are not accurate because of typographical/photographic errors or changes not yet reflected in the product descriptions that appear on the site. We are not responsible for descriptive, typographical, or photographic errors. The product colors and finishes shown on our website may vary due to the scanning process and differences in color monitors. We do make every effort to ensure that all products are accurately represented, but in some cases, variations may be dramatic. Completion of an order constitutes a waver of any claim due to dissatisfaction with the product colors, textures, stains and grains. You are encouraged to review samples of actual fabrics or finishes before or ordering. If you have not seen the finish samples and want to order we can place an order with the finish “to be determined” Since this is the last step we have 2-3 weeks from time of order to get the finish choice to the artisan.




Is my order processed through a secure server? Because members and their privacy are top priority at Eden Hill Home, we use the most secure transaction software available. All credit card orders on Eden Hill Home are processed on a secure server. Any credit card or other personal information you provide Eden Hill Home is protected by encryption using Secure Socket Layer Protocol (SSL). To confirm this make sure the web address bar starts with https, not just http. The s at the end indicates a secure web page. Only Eden Hill Home can decrypt this secure information. If you prefer not to place your order online, we would be pleased to take your order by phone. Please call our Customer Service team at 941 462 2589, 24 hours a day, seven days a week. One of our customer service representatives will be happy to assist you.




What forms of payment do you accept? Presently, Eden Hill Home accepts credit card payments from Visa, Master Card, Discover and American Express. Personal checks, cashier's checks, and wire transfers are also accepted. If a personal check is used the order will be on hold for 10 business days until the check is cleared.




Do I have to order online? No, you can call and speak to one of our sales consultants Monday-Saturday 9am-9pm est and we will be happy to take your order.

If you would like to mail in your order please place all items you would like in your shopping cart and print that page prior to checking out. Mail that page and your payment to:

Eden Hill Home-Orders

4949 State Road 64 East

Unit 339

Bradenton, FL 34208




Will I have to pay sales tax? Because Eden Hill Home operates in Florida, we are required to collect sales tax on orders shipped to a Florida address. Those who live outside Florida will not be charged sales tax for orders placed on Eden Hill Home, but should consult applicable tax laws in their state.




Do you ship outside of the 48 states? We may be able to ship the products you want outside of the 48 states. Please call one of our sales consultants at 941 462 2589 so we can find out if this can be arranged. If it is an international delivery you will be responsible for all customs and duties incurred and Eden Hill Home will not be held responsible.




What is your privacy policy? Your privacy is important to us at Eden Hill Home; we will never sell your information to any third parties. When you order with us we need to collect certain information from you including, but not limited to, name, email, shipping and billing address and phone numbers. This information should be as accurate as possible because we will use it for all contact, billing and shipping purposes. We use this information in order to offer you a full range of information, products and services, as well as to notify you of site changes on our sites. It will also provide you with valuable offers from Eden Hill Home. All newsletters and promotional emails have an "opt-out" feature.




What are your payment and lawaway plans?
Payment plans-You pay half of the order total at time of order. the balance is charged in 4-8 weeks, when the order is complete and ready to ship. The order will not ship until final charge is placed. You will receive your order in the standard 8-12 week time frame.
Lawaway plans-Depending on the total of your order we divide the total into 6,9,or 12 payments. We will charge the same amount to your credit card every month, and when only two payments are left we will place the order with the craftsman. You will than receive your furniture shortly after your final payment is made. If you wish to mail in a check every month you may do that also. Up until the final two payments we will allow you to cancel the order, less a 10% service fee. After we have notified you that we have placed the order with the craftsman cancelation will not be possible.
Both payment and layaway plans are only available with furniture orders.

What are your flat rate shipping prices?

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