Frequently Asked Questions
What are the benefits of business access?
Business access allows either a trade professional or independent retailer to obtain more detailed information about Oxford Garden outdoor furniture. Upon submitting a business access request form, the business will be qualified and given approval status within 1 to 2 business days. Upon being approved, the business will then be able to log-in and develop quotes, add products to a favorites list and view personalized pricing and inventory. Business access does not imply dealer status. For more information about becoming an authorized registered dealer of Oxford Garden products, please call 877-866-3331.
What is shorea?
Shorea is a heavy tropical hard wood comparable to teak. Because of its high oil content, shorea easily sheds water making it highly resistant to rotting. Also highly resistant to bug infestation, this dense wood makes excellent outdoor furniture. Moderate checking in the grain is normal with weathering and many prefer the beautiful weathered silver gray color, which happens naturally. (See Description of shorea and weathering process.)
What is Tekwood?
Tekwood is a wood-alternative developed from polystyrene, available in a natural or vintage finish. Designed for the outdoors, Tekwood provides the look of wood without the weathering process or maintenance.
What is Alstone?
Alstone combines a strong aluminum core with a granite polymer finish, creating the look of granite with the weight of aluminum. The sturdy, yet lightweight nature of Alstone makes it a great fit for restaurant or commercial environments that require versatility and movement.
What kinds of construction methods are used?
Oxford Garden outdoor furniture is built to be strong and long lasting. Mortise and tenon joint construction ensures that the furniture will be extremely sturdy and strong. The tenon is placed into the mortise, which is a cavity cut into one of the timbers, joining the two pieces of wood securely.
How much assembly is required?
Many of our products arrive in one individual carton, with four to five component parts. A hammer and power screwdriver will be needed. All attachment joints are pre-drilled. Simply place all the components together, drive in 12 solid wood dowels and 4-8 screws and the furniture is ready for use. Tables are assembled with a wrench, which is provided in the hardware pack. Assembly is usually achieved in 15 minutes or less for each piece. The manufacturing process may leave some dust on the furniture. It should be rinsed first with water, before placing on tile or concrete, to prevent staining. If you need more detailed and specific assembly instructions, they are available as a downloadable PDF on the Product Information page for your particular item.
Does the wood need to be finished?
Staining, or finishing shorea, teak or acacia is not necessary. They will weather naturally to a beautiful silver gray over the course of about two years. If the original color is preferred, teak oil can be applied seasonally to maintain the color. Teak Protector is another option to help to protect and preserve the color.
Painting or using polyurethane is NOT recommended. Because of the high oil content of the wood, it will not easily take paint. To achieve a painted product, start with a bonding primer and finish with a coat of paint. Do not apply any kind of hard varnish directly to the wood. Please note that the application of paint or polyurethane will void the product warranty.
When does furniture ship?
All in-stock products usually ship within 72 hours upon receiving the order. This time may change during peak season.
How does the furniture ship?
Most Oxford Garden products can be shipped via UPS or Fed Ex Ground.
General exceptions are, orders over five items or over-sized items, which will be shipped by freight lines.
Who pays the freight?
All published prices are FOB (Free on Board), Louisville, KY, 40299. The customer is responsible for all freight costs.
Truck drivers are only required to provide delivery to the tailgate of the truck. If additional services are required (lift-gate service, limited access, etc), Oxford Garden will need to be notified before shipment to help arrange the services needed with the trucking company. Additional charges may apply and will vary.
What happens to damaged shipments?
It is the customer's responsibility to inspect all items upon receipt. Note any damage or shortage on the bill of lading and deal directly with the carrier for all claims. The customer has seven days to notify the carrier of any hidden damage found.
How are returns handled?
In order to send a product back to Oxford Garden, a return merchandise authorization (RMA) number will have to be issued by Oxford Garden. No returns will be received without a return number. All order cancellations must be submitted in writing. All items returned are subject to a restocking fee of 20%. Refused shipments will result in freight charges and restocking charges of 20%.
What is the manufacturer's warranty?
There is a one-year warranty against structural failure, provided the furniture is assembled correctly and is subjected to normal use, and against wood rot and insect infestation. Structural failure after incorrect assembly, variations in wood color due to weathering, roughness, and non-structural cracks or splits are not warranted. Oxford Garden will not be liable for failure caused by abuse, neglect, or the application of paint or polyurethane.
What is the difference between price levels when logged-in?
Oxford Garden has provided the business access user the ability to view three different price levels to best define their pricing structure. The "List" price is the manufacturers suggested retail price. This is the base price for which all business and volume discounts are applied. The second price is the customers "Your Cost" price. This price is the industry discount based on the type of business the customer owns. Finally, Oxford Garden has given the independent business the ability to customize their own price. This is shown as "Resale' when logged-in. To customize this price, go to "manage my account" when logged-in and define the percentage by which you want to mark up the "Your Cost" price. This price customization tool can be used to better determine your personalized pricing structure based on volume discounts or provide your customer with the price at which you sell Oxford Garden products. These three pricing levels can be shown or hidden throughout the site in the Dashboard under "Price & Quote Settings." For further questions or assistance, please call 877-866-3331.
What happens when I create a quote?
As you are looking through our site, you may wish to create a personalized quote. To do this, simply click "+" or "Add to Quote" on the products you want to add. After you have browsing the product catalog, visit "Quotes" in the Dashboard. Review the items and then click submit. Once submitted, an Oxford Garden Customer Service Representative will review the quote and email you an official Oxford Garden Estimate via email. Once approved, a sales order will be created and product will be shipped upon payment. If you have any further questions or need assistance with this process, please call 877-866-3331.
You can find product instructions on the product detail page for each item. For further assistance, please call 877-866-3331.