FREQUENTLY ASKED QUESTIONS
It's not every day you are shopping for custom furniture, let Invictus make it an experience to remember!
Invictus Steelworks FAQ's are a great place to learn more about our process, policies and terms of sale.
DOES INVICTUS STEELWORKS OFFER CUSTOM WORK?
All of our work is custom and made to order. Everything on our website is available in custom dimensions and finishes. We can also design something especially for you.
WHY BUY CUSTOM HANDMADE FURNITURE?
Custom handmade furniture has been taking up more and more of the luxury furniture market year of 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. One of the main reasons is that people aren't willing to settle. Why settle for a piece that is too big or too small for your space when you can have something that fits perfectly? You also won’t be forced to sacrifice functionality or compromise on finish because the manufactured pieces only come in certain sizes and finishes. Another reason is customer service. Today's luxury shopper wants a more personalized shopping experience 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. Our quality and craftsmanship is unsurpassed in the industry, and our unique designs will stand the test of time.
DO YOU OFFER WHOLESALE OPPORTUNITIES OR DISCOUNTS TO THE TRADE?
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.
WHAT ARE INVICTUS STEELWORKS PAYMENT TERMS?
Terms may be available for qualified orders. For any order under $2,000, there are no terms. For orders where terms are offered, payment is due upon receipt of invoice. Because we are a small, custom shop, we are unable to store finished products on your behalf, we simply don't have the space. Unless other arrangements are made in advance, after five business days, if final payment has not been received, your item will be transferred to storage at a rate of $250 a month, or any part there of. Ancillary products and new designs may require full payment up front. Acceptance terms is indicating by making a deposit, and serves as a binding agreement that final payment will be made upon receipt of invoice.
WHAT FORMS OF PAYMENT ARE ACCEPTED?
Payment by ACH or check are the preferred methods of payment. We do accept most credit cards.
I LIKE THIS TABLE THAT I FOUND ONLINE OR IN A STORE. CAN YOU BUILD IT FOR ME?
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.
WHAT IS YOUR RETURN POLICY?
Every piece we ship is custom and made to order. We do not accept returns or cancellations under any circumstances, as is customary for this type of work. If for some reason you are not satisfied with your order, please contact us immediately. ALL SALES ARE FINAL, no refunds, exchanges or cancellations.
Can you scale a dining table design down to coffee table dimensions or vice versa?
Every photo on our website was a custom order. Most of our designs can be proportionally scaled up or down from coffee table to conference table and anything in between. Contact us for details. We offer a wide variety of finishes for you to choose from. See more about our finishes here.
WHERE TO DO YOU SHIP?
We ship anywhere in the Continental United States, Hawaii, and Alaska, and to select international locations. We can ship to a freight terminal, a receiver, a residence, office or commercial location. We can even ship to job sites. For international orders, customs fees are the responsibility of the buyer. Contact us for more information regarding shipping or a custom quote.
HOW DO YOU SHIP?
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. Shipping is included in the price of your item. LTL shipping includes a custom built pallet and curbside delivery. Shipping upgrades including inside delivery and shipping via experienced luxury furniture transporters, available by custom quotation. 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 by the client. There are additional fees for crating. We recommend purchasing shipping insurance no matter what method your item will ship. There is more information the guide below.
WHEN WILL MY ORDER SHIP?
Our lead time varies. We do our best to provide the approximate lead time at the time the order is placed. For pieces needed by a specific date, particularly around the holidays, we recommend ordering early. All ship dates are estimated, and delivery dates are determined by the carriers. We have no control over delivery date once a product ships.
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 for any delay caused by a force majeure event, including acts of God, and not limited to fire, floods, hurricanes and earthquakes, terrorism or threats of terrorism, riots or other civil unrest, strikes, including but not limited to disruptions in the transportation system, including disruptions in transportation, equipment breakdown, electric interruption, or other events beyond the reasonable control of Invictus Steelworks. Our responsibility for items lost or damaged in shipping is described below, and recourse is limited solely to repair or replace of the same product, 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 or any other types 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, delayed deliveries, etc. Such events are covered by freight insurance, with no other recourse 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.
WILL MY ORDER SHIP INSURED?
We make every effort to ensure your piece will arrive safe and sound. It is rare for any damage to be incurred during shipping. However, once an item is shipped, it is out of our control, and for this reason, we do offer shipping insurance. Some items will not ship unless insurance is purchased, including any order with glass, wood or a metal table top. If you decline shipping insurance, you are shipping at your own risk. Ownership is conveyed upon consignment of your order to the freight company. Should you elect not to purchase shipping insurance, we cannot repair or replace your item at no cost. We can, however, provide you with a quote to repair or replace if an uninsured shipment is damaged. We offer the industry standard insurance for the transportation of luxury furniture, which is full covered with a 10% deductible.
RECEIVING/INSPECTION INSTRUCTIONS: WHAT HAPPENS IF MY SHIPMENT ARRIVES DAMAGED?
Invictus Steelworks takes every precaution possible to avoid damages during shipping. We recommend upgrading LTL shipping to include custom crating or shipping via a luxury furniture transporter, both of which are available by custom quotation. While damage rarely occurs, following specific procedures are key to ensuring your freight insurance remains in effect in the event of damage. Title of ownership transfers to you upon consignment of your order to the carrier, and it is your duty to inspect upon receipt, and document any damage as outlined in the shipping and receiving guidelines. It is your responsibility to carefully review the shipping and receiving guidelines manual provided to you with your final payment, and available to you at anytime at the bottom of this paragraph. 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, which is we highly recommend it. It will give you peace of mind in knowing your new Invictus design will be repaired or replaced at no cost should it get lost or damaged in transit.
For items shipped via small parcel service (UPS or Fedex), it is best to have your shipment delivered to a place you will be present to receive and inspect, whether it's your place of business or your home. If your UPS or Fedex shipment arrives damaged, make sure you document it well. Keep all the packaging, photograph the packaging and the damaged item, and send the photos to firstname.lastname@example.org. Upon notification of damage Invictus Steelworks will file the initial notification, and UPS / Fedex will pick up the package for inspection. Once they issue their report, Invictus Steelworks will file the claim on your behalf. In the event that your item is damaged, refuse delivery and have the item returned to us for repair or replacement. Be sure to photograph the damages before refusing delivery, and document the delivery receipt with the reason for refusal. Notify us immediately at or call has 801-605-8082.
For items shipped via freight carrier or luxury furniture transporter, it is your responsibility to ensure that any damage is fully documented on the proof of delivery receipt before you sign it, in witness of the driver, including damage to the packaging, even if the piece itself is not damaged. For minor damages such as scratched paint, document the damage on the delivery receipt, take photos and contact us immediately. We will send you touch up paint. For any major damage, including scratches in a patina finish, refuse the shipment and have it returned to us for repair or replacement. Forward the photos to or call 801-605-8082 immediately for further instruction. If possible, contact us while the driver is still there to ensure the best possible outcome. Be sure to forward any damage information to Invictus Steelworks on the same day as delivery. We will file a claim with the insurance company on your behalf immediately, and either repair or replace your purchase, at our sole discretion. Repair or replacement is the sole remedy available for insured items, regardless of how they are shipped. No refunds, discounts or other considerations are available to you as a result of shipping damage. 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 your responsibility to fully inspect your shipment in the presence of the driver.
Invictus Steelworks must have any damaged item returned to us for repair or replacement for any damage beyond a minor scratch, so do not accept any delivery where the piece has major damage. 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 and you wish Invictus Steelworks to make the repair. The mark of a handmade piece including marks in tight, impossible to clean areas is normal, and part of what makes your piece uniquely yours and one of a kind. It is not a flaw in craftsmanship but the nature of handmade steel furniture.
Invictus Steelworks will repair or replace any damaged item as quickly as we can after a claim is settled. Should you elect not to purchase shipping insurance, you are shipping at your own risk. If an uninsured item is damaged, Invictus Steelworks can provide you with a quote for repair or replacement, including round trip shipping and insurance.
It is solely your responsibility to fully inspect prior to acceptance, document the proof of delivery with any damage and submit photos on day of delivery.
Click on our Care and Use Manual and Shipping and Receiving Guidelines for more information:
MARK OF HANDMADE
Congratulations on your new handmade 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 manufactured work.
WHERE ARE YOU LOCATED?
We are located near Park City and Salt Lake City, Utah, in the shadows of the beautiful Wasatch Mountains, on the Western edge of the Rocky Mountains. We are proud to say that all of our work is Handmade in the U.S.A.
WHERE IS YOUR SHOWROOM?
We have a design showroom in the brand new Monarch, located in the heart of the Nine Rails Creative District of historic Ogden, Utah.
LEAD TIME ON NON-INVICTUS ACCESSORIES:
Lead time on glass and other products peripheral to Invictus Steelworks metal furniture is provided by the manufacturer of that product. Invictus Steelworks has no control over the lead time or timely delivery of peripheral products not made by us, and are not responsible for any delays in receiving those products.
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 stock them all. After an order has been placed and a finish has been selected, we can send you a finish sample of your selected finish once it arrives. Any changes in finish after the finish product has been purchased will result in change fees for new finish. Finish samples may be purchased before an order is placed. If you select a powder coat finish, you can order a finish sample directly from the manufacturer. Ask us for details.
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. To fill an order, 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. To quote an order, we require a shipping zip code, not a full address. Freight carriers require a phone number, so we collect that in order to ship.. We safeguard your information with the same level of care as we would our own. Your name, address, business name (if applicable) and phone number. This information is shared with vendors and/or suppliers on a need to know basis and included freight carriers to make the delivery, and the company that insures your shipment will also have this information, which is required for the insurance. Outside of that, the only other disclosures would be to suppliers that will be shipping directly to your home or place of business, such as a glass supplier. If you make a payment online, we do not receive your credit card information, only the last four digits. If you make a payment over the phone, your credit card information is destroyed and not stored anywhere on paper or electronically.