1. General Business Policies

1.1 About Artistic Upholstery NY

Artistic Upholstery NY has been building custom upholstery for over 45 years. We are a bench-made workroom serving interior designers, commercial clients, and residential clients across Long Island and New York City. Every piece is built to order in our shop, and we take real pride in the quality of work we put out.

1.2 Custom Work & Build-to-Order

Every piece we make is built specifically for your project. Because we invest materials and labor from the start, the following policies apply:

• All sales are final once production has started. Please review all specifications carefully before approving your quote. We are happy to go over everything with you beforehand.

• Completed custom work cannot be returned or exchanged. If you have a concern about a finished piece, contact us and we will do our best to address it.

• All specifications, dimensions, materials, and design details should be reviewed and confirmed in writing before we start. We are glad to answer any questions before you approve.

• Changes after production has started may affect pricing and lead time. We will let you know the impact in writing before moving forward.

1.3 Quotes & Pricing

All quotes are provided in writing and are valid for 30 days. Pricing is based on the scope of work, materials, and fabrication complexity. We want you to have a clear picture of costs before anything starts.

• Quotes are based on information provided at the time of inquiry. If anything comes up that affects cost or scope, we will contact you with a written explanation before moving forward.

• All pricing is confirmed in writing. No verbal commitments.

1.4 Payment Policy

Full payment is due before work begins. This covers the cost of materials and labor and allows us to get your project scheduled right away.

• 100% of the quoted amount is due in full upon approval of the written quote.

• Once payment clears, we will confirm your start date and estimated lead time.

• Accepted payment methods: check, bank transfer, and major credit cards (a processing fee may apply to credit card payments).

• If additional work is needed beyond the original scope, we will send a revised quote before doing anything further. Payment for the additional amount is required before we proceed.

• Payments are non-refundable once work has started, as materials and labor are committed at that point.

1.5 Lead Times

Lead times vary based on shop capacity, project complexity, and material availability. We provide an estimated lead time with every quote and will let you know right away if anything changes.

• Standard production lead time is typically 3–6 weeks from payment and material receipt.

• Rush orders may be accommodated at an additional charge and are subject to shop availability.

• If a delay comes up that is outside our control, such as a material shortage or shipping issue, we will let you know right away and keep you posted.

2. Customer's Own Material (COM) & Customer's Own Leather (COL) Policy

2.1 Overview

We work with client-supplied materials on a regular basis. COM means fabric or soft goods supplied by the client or their designer. COL means leather hides supplied by the client or their designer. Fabric and leather have different requirements in fabrication, so each has its own set of guidelines below. We are glad to help you plan and prepare before your materials arrive.

2.2 General Acceptance & Review (COM and COL)

• All COM and COL must be reviewed and approved by Artistic Upholstery NY prior to acceptance.

• If we have concerns about a material being suitable for the job, we will tell you upfront and help you figure out a better option if needed.

• Materials should arrive clean, undamaged, and ready for use. If you are not sure whether your fabric needs to be pre-washed or treated, just ask us.

• We will always give you our honest opinion on whether a material is right for the job. We want your finished piece to hold up, and we will say so if we have concerns.

• If you choose to go forward with a material we have raised concerns about, we will note that in writing. We will still do the work with the same care and quality we bring to every project.

2.3 COM: Fabric & Soft Goods

• We can calculate yardage for you. Share your fabric details including width, repeat, and direction and we will tell you what you need.

• We recommend ordering the calculated yardage plus a 10 to 15 percent overage for pattern matching and layout. We will let you know if your project needs more than that.

• We will let you know before we start cutting if we have any concerns about yardage, and we will call you right away if we run short.

• If more material needs to be sourced mid-project, we will let you know right away and work to resolve it quickly.

• For seating, we recommend fabrics with a minimum double rub count of 15,000. Decorative and drapery fabrics can look great but often do not hold up the same way a proper upholstery fabric would. We will let you know our recommendation before you finalize your material.

• Any leftover COM fabric will be returned to you when the project is done unless you tell us to discard it.

2.4 COL: Leather Hides

• Leather hides should be upholstery grade and in new or near-new condition. If you are unsure about a particular hide, contact us before ordering and we can advise.

• Hide size, thickness, temper, and finish all affect how the finished piece looks and holds up. If you need guidance on sourcing, we can point you in the right direction.

• We will provide leather requirements in square footage. Keep in mind that genuine hides typically yield 50 to 70 percent usable surface due to natural imperfections like scars and irregular edges. We will factor this in when helping you plan.

• If a hide arrives with more imperfections than expected, we will call you before cutting rather than push forward with insufficient coverage.

• Natural variation in color, texture, grain, and markings is a normal part of genuine leather. We will point out anything notable so you know what to expect.

• Any leftover hide will be returned to you when the project is done.

2.5 Liability and Responsibility

• We inspect all client-supplied materials when they arrive and will flag any concerns before we start. We are not responsible for defects or damage that were in the material before it came to us.

• We give COM and COL projects the same care and quality we bring to everything we build. If we have concerns about how a material will perform, we will tell you before we start.

• If we find pre-existing damage after cutting has started, we will stop and call you before doing anything else.

• We are glad to share care recommendations for your finished piece. Just ask.

3. Fabric Suitability & Project Complexity Fees

3.1 Fabric Suitability by Application

Not all fabrics work for all applications. Using the wrong fabric for a given piece can lead to premature wear, poor fit, or a result that does not hold up the way it should. We will always tell you if we think a fabric is not right for the job, but the final call is yours.

• For seating, we recommend upholstery-grade fabrics with a double rub count of 15,000 or higher.

• Decorative, drapery, or lightweight fabrics are not recommended for high-use seating. They may look great but often do not hold up under tension or regular use.

• Outdoor and commercial applications require solution-dyed, UV-resistant, or performance-grade fabrics. Standard indoor fabrics are not suitable for these environments.

• Fabrics with open weaves, loose construction, or no backing may not hold seams, fasteners, or tacking properly.

• If you choose to proceed with a fabric we have flagged as a concern, we will note that in writing before we start. We will still give the work our full effort and care.

• We reserve the right to decline a project if the specified fabric presents a risk we are not comfortable putting our name on.

3.2 Project Complexity & Additional Fees

Our base pricing covers straightforward fabrication with plain or solid materials. Projects with added complexity require more time, skill, and labor. The following items carry additional fees, which are always itemized in your written quote before work begins.

Pattern Matching & Repeats

• Patterned fabrics require extra yardage and careful layout to keep patterns aligned across seams and panels.

• Pattern matching fees apply to all patterned COM and shop-sourced fabrics where alignment is specified.

• Large repeats of 12 inches or more require significantly more material and labor and are quoted individually.

Railroading

• Railroaded fabrics run horizontally rather than vertically and require different layout planning that can affect seam placement and yardage.

• If railroading is required, it must be specified at the time of quote. Changes to fabric orientation after production starts will result in additional charges.

Welting & Fabric Welt

• Contrasting or self-welting adds fabrication time and is priced per linear foot.

• Fabric welt requires additional yardage, which is calculated and included in the quote.

• Double welt, flange welt, and specialty cord welt are available at additional cost.

Decorative Trim

• Nail head trim, fringe, tape trim, ribbon, and other applied decorative elements are priced per linear foot and vary by trim type and complexity of application.

• Client-supplied trim is accepted subject to our COM policy. We will review suitability and attachment method before accepting.

Buttons & Tufting

• Button tufting requires additional labor for layout, drilling, and hand-tying and is priced per button.

• Covered buttons using the project fabric are available at additional cost per button.

• Contrasting fabric buttons are priced individually based on size and material.

Flaps, Skirts & Pleated Details

• Attached skirts, box pleats, kick pleats, and tailored flaps require additional fabric and labor and are quoted based on design.

• French seams, inset panels, and other decorative seam details are priced accordingly.

Snaps, Zippers & Closures

• Exposed or hidden zippers, snap closures, hook-and-loop, and other hardware are priced per closure based on type and placement.

• Removable covers with zipper or snap closures require additional pattern work and are quoted as part of the overall project.

• Client-supplied hardware is accepted but must be reviewed for compatibility with the application.

Note: All complexity fees are itemized in your written quote before work begins. If the scope changes during production, a revised quote will be issued before we proceed.

4. Furniture Inspection & Condition Disclosure Policy

4.1 Furniture Drop-Off & Inspection

When your piece arrives, we do a visual inspection and note its condition. We handle every piece carefully from the time it comes in. Keep in mind that the interior of a piece, including the frame, springs, foam, and webbing, often cannot be fully assessed until it is opened. We will keep you informed throughout the process.

4.2 Discovery of Additional Work Required

Once a piece is open, we sometimes find conditions that were not visible before. If that happens, we stop and contact you before doing anything more. Common discoveries include:

• Broken, cracked, or structurally compromised frames

• Deteriorated or compressed foam and cushioning

• Worn, broken, or missing springs (coil, sinuous, or webbing)

• Damaged or missing interior components (tacking strips, batting, burlap, etc.)

• Mold, mildew, pest damage, or moisture damage

• Previous repairs that are structurally unsound

4.3 Authorization Required for Additional Work

• If we find something that requires additional work, we stop and call you with a written estimate before doing anything else. We do not proceed without your approval.

• No additional charges will ever be added without your approval.

• If a repair is structurally necessary and skipping it would compromise the finished piece, we will talk it through with you honestly and figure out the right approach together.

• We are not responsible for pre-existing structural problems found when a piece is opened, but we will always tell you about them right away.

4.4 Foam & Cushion Replacement

Foam and cushioning break down over time. Replacing them is often the biggest part of what makes a reupholstered piece feel new again. We use quality materials throughout and will go over your options with you.

• Foam replacement will be quoted separately and is priced based on density, thickness, and cut specifications.

• We use high-quality, high-density upholstery foam as our standard. If you have preferences on firmness or construction, let us know and we will work with you on it.

• Down wrapping, Dacron, and other cushion constructions are available. We will go over the options with you so the finished feel matches what you have in mind.

• Original foam is discarded unless you ask us to save it.

4.5 Condition of Returned Furniture

• Every piece in our shop is handled with care. Our goal is to return your furniture in better shape than it came in.

• If we notice any finish damage, loose veneer, hardware issues, or structural problems when your piece comes in, we will document it and let you know so there are no questions later.

• For pieces with notable pre-existing issues, we write up a condition note at intake so both sides have a record.

5. Shipping & Delivery Policy

5.1 Delivery Service Area

We offer delivery and pick-up throughout Long Island and the New York City area. For projects outside our standard service area, reach out and we will work something out.

5.2 Pick-Up & Drop-Off by Client

• Clients are welcome to drop off and pick up pieces at our Huntington Station, NY location by appointment.

• Please call or email ahead to schedule your drop-off or pick-up. We want to make sure someone is here to receive your piece when you arrive.

• Please make sure your piece is properly secured for transport. If you are not sure how to protect it, give us a call and we can advise.

5.3 Delivery by Artistic Upholstery NY

• Delivery within our service area is available. Fees are based on distance and piece size and will be included in your quote.

• Delivery is by appointment only. A confirmed delivery window will be arranged with the client in advance.

• Please have someone available at delivery to receive and look over the piece when it arrives.

• Look over your piece when it is delivered. If you notice anything, contact us within 48 hours and we will take care of it.

• Issues reported more than 48 hours after delivery are difficult to trace back to transit, so please check your piece when it arrives.

5.4 Third-Party Shipping & Freight

For clients outside our area or for larger commercial orders, freight is an option. We can help coordinate:

• Third-party freight or white-glove delivery can be arranged by the client or through us. We will help make it as straightforward as possible.

• We pack all freight pieces carefully. Once a piece leaves with a carrier, we cannot control what happens, but we do our part to make sure it is well protected going out.

• Freight damage claims need to be filed directly with the carrier. We will provide whatever documentation we can to help support your claim.

• We recommend clients request freight insurance for high-value pieces.

5.5 Storage of Completed Work

• We will contact you as soon as your project is ready. Completed work held beyond the agreed pickup or delivery date may be subject to a storage fee of $25 to $50 per piece per week depending on size.

• We will do our best to reach you before storage becomes an issue. For pieces held more than 30 days past completion without prior arrangement, we cannot guarantee storage conditions.

6. Warranty & Workmanship Guarantee

6.1 Workmanship Warranty

We stand behind the work we do. Our workmanship warranty covers all completed projects:

• All fabrication and labor is warranted against defects in workmanship for a period of one (1) year from the date of completion.

• This warranty covers seams, stitching, attachment, and structural integrity of work performed by our shop.

• If you have a concern about workmanship, contact us in writing with photos and a description of the issue. We will respond quickly and work to make it right.

6.2 Warranty Exclusions

Our warranty covers the work we perform. The following are not included:

• Normal wear and tear from regular use

• Fabric, leather, or material defects in client-supplied COM or COL materials

• Damage caused by misuse, improper cleaning, or exposure to conditions unsuitable for the material

• Pre-existing structural damage to frames, springs, or bases not repaired during the project

• Fading, pilling, or soiling of fabric materials

6.3 Material Warranty

Materials we source are covered by the manufacturer's warranty. We are happy to provide that information and help you with any claims if needed.

7. Working Together

Good projects run smoothly when everyone is on the same page. Here is what we ask from our clients:

• Give us accurate measurements, specifications, and details about how the piece will be used. The more we know upfront, the better the finished result.

• Review and sign off on all quotes and specs in writing before we start. Please ask questions if anything is unclear. We want you to feel good about every detail before production begins.

• Get your COM or COL materials to us on time so your project stays on schedule.

• Let us know as soon as possible if anything changes. We are flexible, but changes mid-production can affect your timeline and price, and we want to keep you informed.

• Be available if we have questions during production. A quick response helps us keep your project on track.

• When we let you know your project is done, please arrange pickup or delivery promptly.

8. Limitation of Liability

Our liability for any claim is limited to the total amount paid for the specific project in question. We are not liable for consequential or indirect damages arising from delays, material issues, or project changes.

9. Governing Policy & Updates

These policies are updated from time to time. The current version will be included with your quote or provided on request. If you have any questions about how we work or what to expect, just ask.

If you have questions about any of these policies, feel free to contact us. We are always happy to talk through the details.

Email:  info@artisticupholsteryny.com

Location:  Huntington Station, NY

Serving:  Long Island and NYC

Thank you for choosing Artistic Upholstery NY.

We look forward to building something exceptional with you.