FREQUENTLY ASKED QUESTIONS
Invictus Steelworks specializes in statement furniture, luxury metal table bases, sculptural tables, dining tables, modern and industrial desks, console tables and more. FAQ's are a great place to learn more about our process, policies, and terms of sale.
About our work
All of our work is made to order and built to suit in custom dimensions and finishes. Customize something from our existing portfolio or have us design something especially for you. All of our work handmade, nothing is machined, and our designs are unquestionably unique. We specialize in statement furniture, including dining tables, conference tables, modern or industrial desks. We do accept commissions for custom sculpture and gazebos. You can customize a design from our existing portfolio or have Robert design something especially for you.
Why is custom handmade furniture so popular?
Custom handmade furniture is accounting for a larger share of the luxury furniture market year over year, and this trend is only expected to grow for the foreseeable future. There are many reasons why both commercial and residential furniture shoppers are choosing to have a Master Craftsman build their furniture instead of buying manufactured pieces. Here are a few reasons:
Size matters! Why settle for a piece that is too big or too small for your space when you can have something that fits perfectly?
Manufactured pieces only come in a few finishes. With custom furniture, you have a wide variety of finishes to choose from!
Personalized service is important to today's luxury shopper, and that simply isn’t available at big box stores or through online distributors.
Finally, the most important reason consumers are buying custom handmade furniture is the quality and craftsmanship.
At Invictus Steelworks, our quality and craftsmanship is unsurpassed in the industry, and our unique designs stand the test of time.
Do you offer wholesale opportunities?
As a one of a kind custom shop, we do not offer wholesale opportunities, per se. Any opportunity will be considered on a case by case basis. We do offer discounts on select pieces to bona fide members of the trade, including interior designers on select pieces.
What are your payment terms?
Terms may be available for qualified orders on a case by case basis. Acceptance of terms is your agreement to make final payment on demand. Deposits are non-refundable for any reason, and are for the purpose of securing shop time to build your order. Final payments issued and not paid within five (5) business days will incur storage fees of $250 per month or any part there of, starting automatically on day six (6).
What forms of payment do you accept?
We accept ACH transfer, all major credit cards and Apple Pay. Payment by check must be approved in advance and will extend lead time for bank processing, including any hold time placed on your check by the bank. Nothing will ship until check is cleared by the bank.
What is your return, cancellation or exchange policy?
Every piece we ship is custom and made to order. All sales are final, no returns, no exchanges, including deposits. Please contact us immediately if you have any problem with your shipment.
Where do you ship?
We ship anywhere in the continental US. We can arrange for shipping to Canada or Mexico, Hawaii, Puerto Rico or Alaska by custom order. We can ship to a freight terminal, a receiving warehouse, to a residence, office or commercial location.
Can you copy a table I found online or in a store?
It depends. What we can definitely do is use the table you like as inspiration for a new design with a similar look and feel, but we will not replicate an exact design of any working artist. We certainly don't appreciate when other artists copy our work and hope they would extend to us the same courtesy. We can do antique reproductions depending on the style, or replicate items that are no longer being manufactured or aren't otherwise available in the dimensions or finish you are looking for.
How do you ship? Can you store my finished product for me?
Smaller items are shipped via small parcel service such as UPS or Fedex Ground. For items exceeding shipping dimensions of small parcel carriers, we ship LTL freight, curb to curb. Shipping is included in the price of your item. LTL shipping includes a custom built pallet, packaging and curbside delivery. For all residential LTL shipments, we ship appointment required. For commercial shipments, please ensure you provide any specific information the carrier would need to know, including limited receiving hours or limited access.
Shipping upgrades are available by custom quotation:
shipping via luxury furniture transporters Shipping via furniture transporter can take 4-6 weeks, where LTL freight typically delivers in 5-7 days.
We cannot store finished items for you. It is your responsibility to make sure you will be available to receive your shipment. If the carrier cannot make the delivery, your shipment will either be stored at your cost at the shipping terminal or returned to us, in which case you will be charged actual return freight costs, actual re-shipping costs and a minimum of $250 storage per month or part there of plus processing fees.
How is my purchase packaged for LTL Freight Shipping?
All items are packaged in accordance with industry standards, either boxed, palletized, blanketed and wrapped, or crated, depending on the specific item, method of transport and level of service requested. There are additional fees for crating. Contact us for a custom quote.
What is your lead time?
Our lead time varies but is approximately 8-10 weeks. We do our best to provide the approximate lead time at the time the order is placed. Once turned over to the carrier for delivery, we have no control over the actual delivery date, but items are typically delivered within 5-7 business days of being picked up, depending on your location.
How do I receive an LTL Shipment? What do I do if it's damaged?
Invictus Steelworks takes every precaution possible to avoid damages during shipping by adhering to industry best practices and standards for palletized and wrapped shipping. We recommend upgrading to include custom crating or shipping via a luxury furniture transporter, both of which are available by custom quotation, but it is not required that you do so. We have long standing relationships with our LTL carriers and ship this way virtually every week of the year. Your shipment will be fully insured, which means the shipment mut be received per the terms of the insurance.
Following these specific procedures are key to ensuring your freight insurance remains in effect in the event of damage. We wish we could personally be there to deliver every one of our client's orders in person. Since we can't, we want to be clear that LTL freight shipping is a partnership between Invictus Steelworks and you, the consignee. As the consignee, it is your obligation under the terms of the freight insurance to inspect upon receipt for damage. If there is any damage, it must be documented on the proof of delivery receipt and signed by both you and the driver. Failure to adhere to receiving instruction may completely invalid your claim.
Visually inspect packaging. Take photos of the packaging if it appears to be damaged.
Remove packaging and inspect your shipment. If there are no issues, sign for the delivery.
If your shipment is scratched or is otherwise damaged, document the proof of delivery as "Damaged", and refuse the shipment, UNLESS it a minor scratch on an architectural paint finish only. We can provide touch up paint for minor scratches in a paint finish. For all other finishes, REFUSE the shipment.
If you have to refuse the shipment, you MUST provide us with photographs within 24 hours by emailing them to firstname.lastname@example.org.
Once you refuse the shipment, the carrier will return it to us for repair or replacement.
The best course of action is to text us at 801-641-5198 while the freight carrier is still there so we can assist you if you have any questions. We are happy to help you determine whether the shipment should be refused and returned to us for repair or replacement, and we will help ensure that the terms of the freight insurance remain intact.
The insurance policy requires that the packaging and pallet is retained until the claim is settled. Unless the damage is a scratch in a paint finish, the packaging should be put back on the shipment as best you can when it's returned to us.
There is no additional consideration for loss or damage other than filing an insurance claim. Under no circumstance will a refund be available as a result of damage incurred during shipping. That is the sole purpose of your shipping insurance, and the sole remedy.
Signing the proof of delivery is certifying that you received the item in good condition. Any damage discovered after the freight bill is signed will be very hard to file a claim for. It is not only your responsibility but your right to inspect an insured shipment. If the driver refuses to allow you to inspect, text 801-641-5198 for instructions, OR write "Inspection Refused" on the proof of delivery and accept the shipment if, using your best judgement, the shipment appears to be in good condition. We must be notified immediately if inspection is not allowed, so we can notify the carrier and maintain the ability to file a claim. The sooner we do this, the better. It must be no later than same day as delivery.
Invictus Steelworks must have a damaged item returned to us for repair or replacement. In the event that a damaged item is accepted, for any reason, regardless of circumstance, and later determined to be in need of repair, you will be responsible for freight and repair costs if a claim is unable to be filed. If you accept a shipment in need of repair, it is your responsibility to pay for round trip shipping. Invictus Steelworks will repair or replace any damaged item as quickly as we can after a claim is settled. If you have any questions regarding how to receive or inspect a shipment, email beth@invictussteelworks for guidance prior to your delivery, or text 801-641-5198 if you have questions at time of delivery.
IMPORTANT: On occasion, a delivery driver may offer advice as to how to proceed. Be advised that the driver does not work for the insurance company and cannot make any binding promise to you regarding a claim, or what will or will not be covered. Contact us immediately if you are being given instructions that do not coincide with the information contained herein. The receiving instructions above are the only valid instructions per the terms of the insurance. "Taking the word" of a well intentioned driver will not guarantee payment on any claim.
We are here to help make sure your delivery goes smoothly and partner with you to ensure all terms of the insurance remain intact. To that end, we photograph every shipment and every stage of packaging prior to releasing your shipment to the carrier so we can always prove any damage incurred was in fact incurred by the carrier.
How do I receive a Fedex or other small parcel shipment?
For items shipped via Fedex or other small parcel shippers, a signature its required at time of delivery for any item valued at over $500. Please ensure you provide an address where someone will be present to sign. All small parcel shipping is shipped insured, and compliance with terms of insurance is requiredd. Before signing for any package, inspect the packaging. If it appears damaged, take a photo of the packaging. If you see damage to the item, take a photo, and refuse the shipment. If damage is discovered after the item is signed for, email photographs of the packaging and the damaged product immediately to email@example.com. We must have notification of damage and photographs within 24 hours or you will waive your right to file a claim. All packaging and the damaged item must be retained until the claim is settled. Invictus Steelworks will replace your shipment as soon as the claim is paid.
Mark of Handmade
Congratulations on your new handmade Invictus Steelworks piece! Handmade pieces and manufactured pieces are very different. The slight imperfections of a handmade piece are what make it beautiful, and uniquely one of a kind. Marks of manufacture are normal in a handmade piece and to be expected. If your expectations are absolute perfection, we recommend ordering something made on a product line. We like to describe our work as perfectly imperfect.
Lead time on non-Invictus accessories and powder coating
Glass and other ancillary products or services ordered on your behalf, including powder coating finish, are provided by outside vendors. Invictus Steelworks has no control over the lead time for ancillary products and services. We work closely with all of our vendors to meet our estimated lead time, but we are not responsible for delays incurred due to the workload of our outside vendors. All lead times are estimated.
Legal Disclosure and information
Invictus Steelworks is expressly not responsible for delays in shipping or fabrication due to inclement weather, injury, equipment breakdown or other unforeseen events. We are not responsible for delays in receiving ancillary products, including but not limited to custom glass or other products not made by Invictus Steelworks, or unanticipated time required for outsourced finishes, including but not limited to powder coating, or for any delay caused by a force majeure event, including acts of God, including but not limited to fire, floods, hurricanes and earthquakes, wind storms, blizzards, pandemics, terrorism or threats of terrorism, riots or other civil unrest, strikes, including but not limited to disruptions in the transportation system, road closures, equipment breakdown, electric interruption, or other events beyond the reasonable control of Invictus Steelworks.
Items lost or damaged in shipping will be repaired or replaced at Invictus Steelworks sole discretion, and that the sole recourse for damaged or loss shipments, for which work will commence upon receipt of the claim settlement. Liability for gross negligence is limited to direct damages not to exceed the value of the order, and in no event is Invictus Steelworks responsible for indirect, consequential, punitive, liquidated or any other type of damages. Not withstanding, Invictus Steelworks is not liable for any issue beyond our reasonable control, including loss or damage incurred by a freight company beyond the value of any order, delayed deliveries, etc. Such events are covered by freight insurance, and no other recourse is available. Governing law is the state of Utah, and any disputes shall be resolved via binding arbitration, provided a cure notice of no less than 30 days to remedy any issues has been provided to the company by registered or otherwise trackable mail delivered with signature required.
Invictus Steelworks does not offer free finish samples. All of our work is made to order and we do not stock custom finishes. Our clients choose from a robust line of over 100 finishes, and due to shelf life, space and cost of luxury specialty finishes, it would be impossible to keep them fresh and in stock. After an order has been placed and a finish has been selected, we can send you a finish sample of your selected finish if agreed upon at time of deposit. Any changes in finish after the finish product has been purchased will result in change fees for new finish, which is a minimum fee of $250. Finish samples may be purchased before an order is placed, starting at $75. If you select a powder coat finish, you can order a finish sample directly from the manufacturer. Ask us for details.
Photos and Ownership of Photos
Invictus Steelworks enjoys copyright protection for all photos on our website, and any platform on which we may have posted them. When you submit photos of our work to us, you transfer ownership of the copyright to Invictus Steelworks, to use as we see fit. No personally identifying information is shared linking any photo to any particular client. Our photos represent years of hard work and are not for distribution without our express written authorization. They are not to be distributed to anyone for the purpose of reproducing our designs.
Information we may collect and how we use it:
The information we collect is necessary for us to fill or quote an order for you. Unless required by law or for the purpose of filling your order, we do not share or sell your information. For shipping purposes, we are required to collect your name, shipping address, and phone number, and if you are making a purchase shipping to a business, we need the name of the business for shipping purposes. This information may be shared with freight carriers to fulfill your order. We safeguard your information with the same level of care as we would our own. For ancillary purchases such as glass, your name, address and phone number may be provided to suppliers for the purpose of shipping your order directly to you fr mthem. This information is shared with vendors and/or suppliers only on a need to know basis. The same information is provided to the insurance company to insure your order. If you make a payment online, we do not receive your credit card information nor do we retain it. For over the phone payments, we do not retain your credit card information, it is destroyed once payment is processed.