Customer Service

By submitting an order you are agreeing to all terms and conditions in our policy.
•  Prices are subject to change without notice.
•  Allow additional time for delivery on new products.

Our goal is to deliver your purchase as quickly as possible. All in-stock orders are processed and shipped within 1-2 business days. In the case of back ordered items, your shipping invoice will reflect which items are pending and they will be shipped to you as soon as they become available. The approximate shipping cost for your order will be added and displayed at checkout.

•  Orders will be shipped via United Parcel Service (UPS) unless otherwise arranged.
•  UPS cannot ship to a PO box.
•  Shipping methods include: UPS Ground, 3-Day, Next Day, and USPS.
•  If shipping method is not specified on order, we will ship UPS Ground.
•  For West Coast, UPS 3-Day Service recommended (or allow 6 business days for UPS Ground).

Quest Collection accepts Visa, MasterCard, Discover, American Express, and Pay-pal.

Every item shipped has been thoroughly inspected and well packaged. In the event you receive an item that is damaged, please contact us by phone or email immediately (within 7 days). Keep the product and the packaging as UPS will need to examine prior to issuing a credit. We will replace the item and have the damaged piece picked-up.

• If your Quest Collection selection is not to your satisfaction, we will exchange or refund your purchase, exclusive of delivery charges, within 15 days from the delivery date. The item(s) you wish to return or exchange must be unused, undamaged, and in the original packaging. Custom colors, special ordered items, samples, used, and old items are not acceptable for return.
• Other returns can be made for up to 30 business days subject to a 20% restocking fee. Buyers are responsible for shipping fees.
• To return an item(s) please email . You will be emailed a return authorization (RA) number. No returns will be accepted without authorization.

•  Please return your items in a securely shippable box.
•  Enclose the RA form in the box.
•  Clearly mark the RA number on the outside of the box.
•  Please send your package via a prepaid, insured, traceable method to ensure a safe and documented delivery. Merchandise returned without an RA cannot be credited.
•  Once received and inspected, a credit will be issued. A credit memo will be issued to the account or credit card upon which the order was originally placed. Please allow up to 2 billing cycles for it to appear on your account or credit card statement. Exchanges will be processed immediately subject to availability. You will be notified if the requested item(s) is not available at the time of exchange.
•  Please note that this policy applies only to items purchased on .

•  Not intended for storing acidic foods overnight.
•  To clean, gently wash with a mild soap and damp cloth.
•  Not dishwasher safe.
•  Do not submerge or soak in water.
•  To remove candle wax, place in freezer for ±20 mins and then break off the wax.
•  Keep out of direct sunlight for prolonged periods as this may affect color.
•  Due to natural character of wood, there will be slight variations in color, shape and size.
•  Our Wood Products are all natural, and can be effected by temperature, humidity and dryness. Please store away from heat and sunlight in a well-ventilated area to avoid cracking.

If you have any questions concerning your order, please contact us by phone at 212-354-0979 from 9 am to 5 pm EST Monday through Friday or by email at: .