Reference Guide

  • All orders must be placed online, as we are no longer accepting orders via email.

    The only exceptions are cut yardage and discontinued products.

    If you need assistance with logging in or placing an order, please don’t hesitate to reach out. You can also visit the “Videos” section of our website for step-by-step guidance.

  • SAMPLE ORDERING:

    Please use your log-in to order samples online.  You may select a product and then select "View Sales Aids" OR scroll to the bottom of the page and select "Sales Aids". All samples are free, please limit yourself to 20 samples. If you have questions, please reach out.

  • Wondering what all of the stock information means? Hopefully this helps!

    Martinsville, VA

    This is our U.S. distribution warehouse. With the exception of container orders, all products ship through our Martinsville, Virginia warehouse.

    • Stock in VA – If inventory is available in Martinsville, orders typically ship within 5–7 business days.

    • Date Available (VA) – This is the estimated date the product is expected to arrive at our Martinsville warehouse. Once it arrives, please allow 5–7 business days for processing and shipment, plus your freight carrier's transit time.

    Vietnam Warehouse

    This is our warehouse for container items, as well as overflow inventory when stock is unavailable in the U.S.

    • Stock in Vietnam – If inventory is available in Vietnam but not in Martinsville, we can fulfill the order from our overseas inventory. Transit time is typically 60+ days on the water after the order is placed, plus processing time.

    • Availability to US from VT – If the item is shipping from Vietnam to our Martinsville warehouse, the estimated availability date reflects when we expect it to arrive in Virginia. Before the container is on the water, this date is an estimate and may change. Once the shipment has departed, the estimated arrival into our Martinsville warehouse becomes much more reliable.

  • Here's a quick guide to the most common order statuses you'll see online:

    Open Order

    Your order has been received and is waiting for inventory to arrive from overseas or become available. An estimated availability date should be listed on the order.

    Scheduled for Production

    Your order has been scheduled for manufacturing but has not yet entered production.

    In Production

    Your item is actively being manufactured.

    Allocated

    Inventory has been reserved specifically for your order. The item has been assigned and is preparing for the next step in the fulfillment process.

    Released

    Your order has been released to our shipping department and is being prepared for shipment and pickup by your freight carrier.

    Invoiced

    Your order has shipped from our facility, and the invoice has been generated.

  • Stocked Kits

    Stocked Kits are pre-configured collections with one designated stocked fabric, which is shown online.

    • If the frame and stocked fabric are both available, the kit will display "In Stock" online.

    • If either the frame or the stocked fabric is unavailable, the kit will no longer display as "In Stock."

    Custom Kits

    Custom Kits allow you to select your own frame and fabric combination.

    • Frame availability is not displayed online for Custom Kits.

    • To verify frame availability, please refer to the Sunset West Stock Report available on HFChicago.com or contact Customer Service.

    • All Custom Kit cushions are made to order and have an estimated lead time of 8–10 weeks.

    Please Note: Even if a Custom Kit frame is in stock, the custom cushions are still made to order and require approximately 8–10 weeks before shipment.

  • PRICING & ORDERING:

    With your login credentials, you will have access to real-time stock availability, pricing, and the ability to place orders online.

    We do ask that all orders be submitted through the website. If you experience any issues or need assistance with the process, please don’t hesitate to reach out — we’re happy to help.

    CUSTOMER SERVICE:
    All customer service questions can also be directed to LeAnn or Sherra.  We try to get everything turned around as quickly as possible. 

    SHIPPING:

    You should be set up with our Prepaid Freight Program through Sunbelt or Brooks. We do offer drop ship capabilities — simply select that option at checkout. White Glove delivery is also available; however, we do not recommend it, as we’ve experienced ongoing service issues and a higher incidence of damage.

    Once your order has shipped you may contact Sunbelt or Brooks directly with your SO# for tracking.  We are unable to track your shipment once it has left our facility.