FAQ
Applying for an Account & Services Offered
Q: What are your requirements for a wholesale/trade account?
A: Your business must be related to the home furnishings retail industry, interior design or home staging industry, or property management/property rental industry. In addition, you must supply a state-issued business registration certificate, sales/use tax ID/certificate, resale certificate, or other state-issued documentation that lists your business name and/or industry.
• Any businesses based in Illinois must provide their certificate of registration as well as a CRT-61 (resale certificate).
• Any businesses based in California must provide their seller's permit as well as a California resale certificate.
Q: I am not located in the USA. Can I still open a wholesale account?
A: If your business is registered in the US (i.e. you have a FEIN letter available to submit with your application) and if your orders would ship within our shipping area (the continental US), you may qualify.
*Businesses in Canada, Mexico, Puerto Rico, or other US territories:
If you are able to ship your purchases to an address within the continental US and have a USA IRS-issued EIN#/tax ID for your business, you may qualify for an account. If you then export your purchases to Canada, Mexico, or Puerto Rico, this will void our product warranty, return policy, and all related product support services.
Q: Do you offer drop shipping?
A. Yes! We specialize in drop shipping. Our brand name, Baxton Studio, is printed on the cartons of each item we ship. However, other than that, our shipments do not include identifying information such as an invoice or packing slip.
Q: Is there a minimum order requirement? Do you charge any drop ship fees or membership fees?
A. No. We will ship an order of any size and do not charge any additional fees.
Item Pricing
Q: Why can't I see pricing?
A: Pricing is available to registered accounts only -- your application must be reviewed by a staff member. Please send an email to sales@wholesale-interiors.com for more information. Approval can take up to 24 business hours. In addition, accounts without any sales or login activity are periodically flagged for deactivation. If you previously had an account but find that it has been deactivated, please resend your state-issued business registration and/or resale certificate to sales@wholesale-interiors.com for evaluation.
Q: Do you have any discounts?
Once you're approved as an authorized dealer, we typically do not have any lower pricing available. Discontinued items are often marked down for clearance, which you can find under our "Sale" category.
Q: Can I get a discount for a bulk order?
We do not offer bulk order discounts. However, if you are looking to order a large quantity (100-200+, depending on the item) of a single product/related item collection, please email sales@wholesale-interiors.com. This may be eligible for our direct container order program. If your project deadline is 2-3+ months in the future, you may be a good fit for this -- overall, the savings can be in 15-20% range.
Q: What is your MAP policy?
Wholesale Interiors does not enforce MAP pricing.
Q: How can I get a product pricing and spec sheet?
Please email our account management team to see if you qualify: sales@wholesale-interiors.com.
Item Availability
Q: Is this item in stock?
A: Inventory availability is listed on each product page on our website. If you need a higher quantity than is shown on the site, please reach out to us at sales@wholesale-interiors.com.
Q: What is the next ETA for this item?
A: If an ETA is not listed on the product page of an item, please reach out to sales@wholesale-interiors.com with the item SKU, your order number, or a link to the product page.
Q: The item I need doesn't seem to be on your website. Is it still available?
A: We remove discontinued items from our website after they've sold out. To confirm whether this is the case, please email the item information to sales@wholesale-interiors.com.
Shipping
Q: How long does it take to ship an item?
A: Order processing is approximately 3 full business days (we're operational Monday through Friday) for orders shipping with FedEx or UPS Ground. Please then allow an additional 1-6 business days for transit time.
A: Order processing is approximately 3-5 business days (we're operational Monday through Friday) for orders shipping with a freight carrier. Please then allow an additional 3-7 business days for transit time.
Q: How does shipping work? How much is the shipping cost?
A: We offer the following shipping options during checkout:
- 3rd Party Billing FedEx (we'll create labels on your FedEx account. If you are a new customer or have a new FedEx account, please provide your FedEx account number and associated billing address to us.
- 3rd Party Billing UPS (we'll create labels on your UPS account. If you are a new customer or have a new FedEx account, please provide your UPS account number and associated billing address to us.)
- Customer will provide BOL (email us your PDF BOL (freight shipments). If you are in need of any shipping dimensions or warehouse information, please email us with your request.)
- Customer will provide FedEx label (after your order has been submitted, you’ll email us a PDF or image file of a FedEx label you’ve already generated on your end. We will need 1 label for each carton that your order calls for)
- Customer will provide UPS label (after your order has been submitted, you’ll email us a PDF or image file of a UPS label you’ve already generated on your end. We will need 1 label for each carton that your order calls for.)
- Wholesale Interiors Shipping
- Small parcel items: a FedEx Ground shipping fee will be applied to your order on the 1st business day after your order was placed. This fee will be applied to the card you used to place the order and you will be sent an updated sales order reflecting the addition of the shipping fee. If the shipping fee that has been applied does not work for you, please request that your order be held or cancelled within 2 hours of receiving this updated sales order. After this time has passed, we are unable to cancel the application of the FedEx shipping fee. All cancellation or order hold requests must be submitted through email to shippingquotes@wholesale-interiors.com.
- Freight/LTL orders: we will reach out to our freight carrier partners on the 1st business day after your order was placed to obtain the most attractive freight rate for your shipment. This freight quote then will be emailed to you for your approval. We will require your written approval prior to proceeding to charge you for the freight fee and will then be able to ship your order. The freight fee will be charged to the card you used to place the order.
Order Status and Cancellations
Q: Where can I find the status of my order?
A: Please email orders@wholesale-interiors.com with your order number for an accurate status update.
Q: Can I cancel my order?
A: Please email orders@wholesale-interiors.com with your order number and a cancellation request. If your order has not yet flowed through to our warehouse, we are usually able to cancel and issue a full refund. However, if your order has flowed through to our warehouse or has been picked by our warehouse staff and loaded into a trailer for shipping, we may not be able to cancel. All cancellation requests are best-effort: we cannot guarantee that we will be able to cancel your order until we've checked its processing status and have provided a response to your inquiry. If an order has shipped and you would still like to cancel, you are responsible for all shipping fees and a 30% return handling/restocking charge.
For backordered, if an item is on backorder and the ETA originally given is pushed back, Wholesale Interiors does not provide a refund unless you request to cancel the backorder. Wholesale Interiors has no control when backordered items come in or the date. All ETAs are subject to change.
Web Order Status Definitions:
Approved, Pending Shipping: Your order has been received and is being processed into our system. If the order is in stock, please allow 2 to 3 business days for your order to ship (small parcel) or 2-5 business days for your order to ship (freight).
Credit Declined: This means the item(s) in your order have had a shipping label created and is being passed to the warehouse for shipment. Please allow 5 to 10 business days for the tracking/pro number to be in transit. From time to time, an order will be passed to the warehouse after a label is created and then comes back as out of stock. You will be notified via email when this occurs.
Sales Tax
Q: Why has sales tax been applied to my order?
A: Unless proper resale documentation has been supplied to us, sales tax will apply to orders shipping to an address in Illinois or in California. If it is determined that you are the end user of the products, you will pay a tax even if you have provided a tax license. Wholesale Interiors has a physical nexus in Illinois and in California.
Furniture Rating
Q: Is your furniture commercially rated? How will this withstand use in a restaurant or hotel?
A: None of our furniture is commercially rated -- we specialize in home furnishings. If you are considering a purchase for a restaurant or hotel, we encourage you to purchase one unit as a sample before proceeding to make a bulk purchase.
Quotes
Q: How do I get a price for a product?
A: Log in to your account on http://www.wholesale-interiors.com. You will have pricing for every active catalog item available online. Please note: No price information will be released to non-qualified customers or account applicants that have not completed the account setup process.
Q: Can I get a shipping quote?
A: Shipping quotes are calculated as part of order processing and are not available in advance of placing an order.
Customer Service
Q: How do I report a customer service issue?
A: Send an e-mail to customerservice@wholesale-interiors.com. To process a service request you are required to provide the following: account name, order number, details of issue, photos of the product plus photos of the product packaging.
Q: What is your return period?
A: We accept returns within 30 days from the date of delivery. This is also a 30-day service period: any reports of damage, defect, missing items/missing parts, incorrect item(s) received, etc. must be sent to customerservice@wholesale-interiors.com within 30 days from the date of delivery. We do not cover any issues reported to us after this period, nor do we accept returns sent back after this time.
***Mattress return disclaimer: All mattress purchases are non-cancellable, non-exchangeable and non-returnable after being shipped or picked up due to strict health code standards.***
Q: What if my customer/client is dissatisfied with their purchase?
A: All buyer’s remorse returns will be credited the cost of merchandise less than a 30% handling/restocking fee. The return shipping arrangements are the responsibility of the reseller / our wholesale account holder. Both outbound shipping fees and return shipping fees are the responsibility of the reseller / account holder as well. All merchandise must be in its original packaging, unused, and resalable. If an item is returned in poor condition, Wholesale Interiors reserves the right to increase the handling/restocking fee. To initiate a return, please reach out to customerservice@wholesale-interiors.com with an RA request.
Q: The item arrived damaged / with parts missing / with a defect. How is this resolved?
A: Shipping Damage (your shipping account - FedEx/UPS/freight): please file a claim with your carrier to recoup shipping damage costs. Then, we'll ask you check with us to purchase replacement parts or a replacement item. Both outbound shipping fees and return shipping fees are the responsibility of the reseller / account holder; Wholesale Interiors is not responsible for any losses incurred when using your own shipping account. However, please do not ship back an item known to be damaged: Wholesale Interiors is able to credit only for items received in resalable condition. *If you require photographs of items returned in subpar condition, you must request this in advance. Wholesale Interiors is not able to retain returned, damaged product after the return inspection has been completed; if a return was damaged, it will be destroyed and disposed of.
A: Shipping Damage (Wholesale Interiors shipping account - FedEx): please email photos of the item and its packaging to customerservice@wholesale-interiors.com. Please clarify which part(s) are damaged. After internal review, we can either 1) offer a partial credit for the item to be kept as-is or, 2) Provide replacement parts at no charge. If the issue cannot be resolved with a part nor with a replacement due to lack of availability/lack of a replenishment ETA, a full refund will be issued for the product cost. The return shipping costs and original outbound shipping costs are not refundable for products or parts. However, if replacement parts and/or a replacement unit is indeed available but the customer does not wish to accept parts or a replacement, a request to return the order will result in the case being re-classified as buyer's remorse. For this situation, a 30% return/handling fee will apply and the customer/account holder is responsible for return shipping arrangements. However, please do not ship back an item known to be damaged: Wholesale Interiors is only able to offer credit for returns received in resalable condition.
A: Shipping Damage (Wholesale Interiors shipping account - freight/LTL): if a freight shipment is damaged upon delivery, you/your customer must notate the damage on the POD (proof of delivery) when signing for and accepting delivery of the shipment. We also recommend you refuse delivery. Please then contact customerservice@wholesale-interiors.com for further assistance.
A: Manufacturer Defect or Concealed Damage: please email photos of the item and its packaging to customerservice@wholesale-interiors.com. Please clarify which part(s) are defective or damaged. After internal review, we can either 1) offer a partial credit for the item to be kept as-is or, 2) provide replacement parts at no charge. If the issue cannot be resolved with a part, we will authorize a complete item replacement. If neither a part nor an item replacement are available at the time of the request AND do not have an inbound replenishment ETA, a full refund will be issued on product cost. Wholesale Interiors does not cover nor reimburse outbound or return shipping costs for products or parts. However, if the customer does not wish to accept parts or a replacement item despite these options being available and instead would like to cancel/return their item(s), the case will be re-classified as buyer's remorse; a 30% return/handling fee will apply and the customer/account holder is responsible for return shipping arrangements. Regardless, please do not ship back an item known to be defective without prior discussion with Wholesale Interiors staff: Wholesale Interiors is only able to offer credit for returns received in resalable condition.
A: Missing Parts: please refer to your item assembly guide and email customerservice@wholesale-interiors.com with details regarding which part(s) are missing. After internal review, we will provide replacement parts at no charge, dependent upon warranty inclusion and parts availability. If the issue cannot be resolved with a part, we will authorize a complete item replacement. If neither a part nor a complete replacement are available at the time of the request AND do not have an inbound replenishment ETA, a full refund will be issued on the product cost. Wholesale Interiors does not cover nor reimburse outbound or return shipping costs for products or parts. However, if the customer does not wish to accept parts or a replacement item despite these options being available and instead would like to cancel/return their item(s), the case will be re-classified as buyer's remorse; a 30% return/handling fee will apply and the customer/account holder is responsible for return shipping arrangements. Regardless, please do not ship back an item known to be incomplete without prior discussion with Wholesale Interiors staff: Wholesale Interiors is only able to offer credit for returns received in complete, resalable condition.
A: Missing Order (FedEx or UPS): please email customerservice@wholesale-interiors.com. If an order has shipped but it hasn't been delivered, the organization responsible for the shipping account the order was shipped under should file a claim with the shipping carrier. If shipped under Wholesale Interiors's shipping account, our team will assist with shipping a no-cost replacement and our team will file a claim with the carrier. If shipped under our account holder's shipping account, our team will assist in checking the cost of the lost/undelivered carton so that a replacement can be purchased (cost recouped via a claim being filed with your carrier).
A: Missing order (freight/LTL): please email customerservice@wholesale-interiors.com. We will then check freight tracking details and reach out to the carrier for more information. If the carrier advises that the shipment is lost, a claim must be filed and a similar process to the missing order (FedEx/UPS) will be followed.
All aforementioned types of claims MUST be made within 30 days of the original delivery date.
Q: I used my own FedEx or UPS account to ship my order(s), but the FedEx / UPS bill was more than expected based on the shipping data (dimensions, weights) Wholesale Interiors has provided. Will you credit me for this?
A: You may submit these concerns to us by emailing sales@wholesale-interiors.com but must include the carrier's measurement information.
We will review our database and, if needed, perform an internal audit of the dimensions and weight(s). If Wholesale Interiors is able to confirm a significant difference in dimensions provided vs. dimensions measured, a partial shipping credit associated with this difference can be discussed but is not guaranteed.
However, Wholesale Interiors is not liable for measurement discrepancies within 1-3". These discrepancies are often associated with bulging that may occur during shipping and handling by the carrier. Minor (1-3") differences in length, width, and/or height may be present for other reasons such as minor measuring tape placement discrepancies or slippage, corrugated cardboard cutting process margins of error, mathematical rounding of figures, and similar reasons. If you are concerned about 1-3" measurement discrepancies when it comes to your billing with FedEx or UPS, we recommend adding a buffer to the dimensions on your end to accommodate for this possibility. In addition, Wholesale Interiors does not guarantee that FedEx or UPS equipment/laser measuring systems will always match exactly with our internal recorded dimension database.
If your measurement discrepancy is greater than 3", please reach out to us within 60 days of delivery of your shipment for assistance. If a partial credit for the difference is offered, you are required to provide your original FedEx or UPS invoice.
Wholesale Interiors is not responsible for any shipping overcharge and for any 3rd party shipping freight. Please factor all necessary FedEx/UPS shipping charges and decide if an item should be listed as small parcel or change to freight. We strongly recommend you to ship freight for items with girth above 160".
Q: I received the wrong item. What now?
A: If you receive the wrong item, notify us immediately (but no later than 30 days after delivery) via email with photo evidence to customerservice@wholesale-interiors.com. Please include photos of the packaging, especially the markings/item details that are printed on the carton itself. Please provide your Wholesale Interiors order number in the subject of the email. After evaluation, we will provide a resolution. If you decide that you do not want the correct item, you will be entitled to a full refund on the item once returned unless the item returns damaged. There will be a 30% restocking fee in the case that an incorrect item is returned in a damaged condition. The associated shipping fees are non-refundable.
However, Wholesale Interiors reserves the right to correct typographical or photographic errors at any time. This may involve a small margin of error in product dimensions, product features, finish colors, and other similar product specifications.
Natural raw materials used for construction of our furnishings will have variations in areas such as (but not limited to) color, pattern, grain and texture. This includes substances such as wood and leather. These variations may appear in different surfaces of a single item, an area of a product when compared with that same area on an identical product, or on differing surfaces of different pieces of a matching set.
Product Updates
Q: How do I know when Wholesale Interiors has new products?
A: Wholesale Interiors introduces approximately 50-120 new products every month! To be the first to know about our new items, please sign up for our email newsletter.
Q: Do you have a warranty for specific use or in general?
A: We do not. If you have specific questions if a product will be appropriate for your use, we request that you order a sample for that product before proceeding with a larger order. Wholesale Interiors does not offer a warranty of merchantability.