Frequently Asked Questions

A comprehensive FAQ that will help you with various problems you may encounter or concerns you may have.

 

In our years of doing business with all kinds of clients, we have come to find many of the same questions are asked.  Below is a list of Frequently Asked Questions about our policies, procedures, problems that may arise, and how to maximize how we do business together.  Just click on the question that best fits what you need to know and you will be directed to the answer.  If your question is not here and you feel it should be, please let us know about it here.

With your help, we will be able to forge lasting relationships and exceed all expectations.

 

          Quoting   Ordering   Freight  
                   

 

1. How do I request a quote?

 

1. How do I place an order?

 

1. What is my lead-time?

 

                    

 

2. Who is my Dealer or Representative?

        

2. Can I put in a PO for processing before I know the colors needed?

 

2. Can I use my own installer?

 

             

 

3. What information do I need to give to Concord?

 

3. How do I cancel an order?

 

3. What if I need something delivered or installed on a specific day, at a certain hour, or over the weekend?

 

             

 

4. How soon should I expect an official quote returned from my request?

 

4. How do I add or remove items from an order that has already been processed?

 

4. What if the product delivered is damaged or something is missing?

 

             

 

5. How do I add or remove product from my estimate?

 

5. When should I expect my Sales Order Acknowledgement?

 

5. What if the colors of my products aren't what I was expecting?

 

             

 

6. How many revisions of a job quote are provided before I have to pay for design time?

 

6. Who do I contact with further questions or concerns on an order?

 

6. What if I am unable to receive my job at the time it is completed and ready to ship?

 

             

 

7. What if I need to match existing furniture?

 

7. Can I lease Concord Products furniture?

 

7. What if the installers I am using have never put Concord product together before?
             

 

8. What if I want to provide my own materials for use on a job?

 

Payment Design  
             

 

9. What are my color choices?

 

1. When should I expect to be invoiced for a job?

 

1. Does Concord offer project Design Services?  
             

 

10. What are my options if I need a project completed ASAP?

 

2. What if this is my first time buying from Concord Products?

 

2. What are the current program details of Concord's Design Service?  
             

 

11. Are my quotes in Net or List pricing?

 

3. Can I pay with a credit card?

 

3. What if something is wrong or missing on my drawing?  
             

 

 

 

4. What terms of payment should I expect?

 

   
             
             

 

Answers Listed Here

 

Quoting

 

Question: How do I request a quote?

Answer: To request a quote, you must gather all important information and send it to our Customer Service team. Please fill out a Design Request Form with all available details and send it in to This email address is being protected from spambots. You need JavaScript enabled to view it.. One of our skilled employees, representatives, or dealers will get back to you as soon as possible with any further questions and your price quote. Be sure to review and approve all projects and you'll find with great communication comes great satisfaction.

 

Question: Who is my Dealer or Representative?

Answer:Representatives are assigned based on what territory you are selling or buying in. Please go to the Representative Locator and search your state to find out whose reseller region you fall under. From there, you can contact the Representative if you are a Dealer, or the Representative will assign you a Dealer who will meet your needs. Each has built his or her own relationship with our company and we can assure you that your questions will be answered, you will be treated with respect, and you will return with confidence on future projects.

 

Question: What information do I need to give to Concord when requesting a quote?

Answer: Our Design Request Form is a great place to start when finding out what information you need to quote a project. Please always reference our Quote Checklists as well for System 1900, System 2000, Architectural Simplicity, and Conceil to make sure nothing is left out. Remember: product dimensions, room dimensions, finish choices, configuration, power specifications, and storage components are just a few things to keep in mind when gathering information about a pending project.

 

Question: How soon should I expect an official quote returned from my request?

Answer: Here at Concord, we treat every project with the attention and care it needs. Expected turn around for quoting a project is 24 to 48 hours. This can vary slightly depending on the size of the project and can vary greatly if there are custom items that call for engineering review. If we are unable to get it to you within that time frame, be assured that we will call or e-mail you and let you know where we are and when we anticipate having it ready for you.

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Question: How do I add or remove product from my estimate?

Answer: You can add or remove components or areas for a project until a Purchase Order is processed. Note: Any and all changes must be authorized in writing to take effect whether or not they are billable items. We suggest gathering all available information from a client and double checking all requirements prior to forwarding any information over to our team here at Concord. Having a crystal-clear, well laid-out project proposal will not only reduce possible confusion but will make our turn-around as fast as it can be.

 

Question: How many revisions of a project are provided before I have to pay for design time?

Answer: Please see the Design questions above for more information about our latest programs and policies for project design and billing.

 

Question: What if I need to match existing furniture?

Answer: If you are matching existing Concord furniture, most products will have a product sticker showing the Order Number. If you cannot locate it, just give us a call so we can help you. If you need to match existing colors but are unsure of their name or origin, send us a sample of the color and we will do our best to find a companion to it in our color line.

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Question: What if I want to provide my own materials for use on a job?

Answer: You always have the option of gathering your own materials like fabric and paint to use on the job for a possible additional fee. Please see our Customer's Own Material Guide for more information and details.

 

Question: What are my color choices?

Answer: We have many grades of colors you can choose from for every finish option involved in your project. Just go to our Finishes Search and pick your search criteria to see online color swatches and information on how to order samples. Some discount programs offer select color options. Call us to learn more.

 

Question: What are my options if I need a project completed ASAP?

Answer:   For jobs needing completion faster than normal lead times, you can take advantage of our Quick Ship or Express Delivery programs. These programs are limited to only specific furniture and finish colors. Call today and find out what your options are.

Question: Are my quotes in Net or List pricing?

Answer: Quotes you receive from us should always be in Net pricing. Whatever discount is to be applied is calculated prior to our sending the quote back to you. Our team can send quotes in list pricing upon request.

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Ordering

Question: How do I place an order?

Answer: Once your project has been quoted, you can mail, fax, or e-mail us an official Purchase Order. This must come from the entity that will handle payment for the project. In order to be processed as a clean order, the PO must include all of the following:

1. Bill To Address

2. Ship To Address

3. Purchase Order Number

4. Date of Order Placement (the date Concord office receives PO)

5. Total that matches a Concord Estimate

6. Referenced Concord Estimate number

7. Confirmation of all color choices

Note: Any PO’s received by Concord later than 1:00 PM will be processed on the next business day. Lead-time will start there forth.

Mail To: 251 Benigno Blvd. Bellmawr, NJ 08031

E-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.

Fax: 856-933-9339  Attn: Customer Service / Order Entry

 

Question: Can I put in a PO for processing before I know the colors needed?

Answer: No. It is our procedure that we cannot process any Purchase Order that is missing color information. The order will be on hold and no materials will be ordered or prepared until all the colors are received. Once all the information is known, the lead-time starts. For example: If you send an incomplete order on the 1st of the month and finish colors on the 15th, your minimum 4-week timeframe extends from the 15th and not the date on the incomplete Purchase Order. Please remember we need a "clean order" to start production.

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Question: How do I cancel an order?

Answer: An order cannot be cancelled except by mutual written consent between the Buyer and Concord Products. The Buyer therein agrees to provide reimbursement for all costs and expenses determined by Concord. Call one of our customer service representatives as soon as possible to cancel to avoid further costs and fees. Custom product cannot be cancelled under any circumstances.

 

Question: How do I add or remove items from an order that has already been processed?

Answer: There is a limited window of opportunity in which you are able to make changes to an active order. Addition and subtraction of materials both invoke a $75 Change Order Fee that will be added to the cost of the project. Taking components away may result in additional fees depending on Concord discretion in analyzing the progress of the order at the time of the change. Any changes requested may incur restocking fees for product manufactured in addition to a Change Order Fee. Custom product cannot be cancelled under any circumstances.

 

Question: When should I expect my Sales Order Acknowledgement?

Answer: Concord Products procedure is to send you a copy of a soft Sales Order Acknowledgement the day the order is processed. A soft Sales Order Acknowledgement has to go through engineering. This lets you know exactly what day your lead-time will be calculated from and it helps you confirm the correct revision of what Estimate is being used.

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Question: Who do I contact with further questions or concerns on an order?

Answer: If you have questions regarding your Sales Order Acknowledgement, your lead time, when your project will be shipped, scheduling a delivery time or installation date, or any other project based questions, please e-mail This email address is being protected from spambots. You need JavaScript enabled to view it. or call our Customer Service Representative at (856)-933-3000.

 

Question: Can I lease Concord Products furniture?

Answer: Yes. We offer a unique leasing program called Concord Capital. To learn more click here and read more information about the program. Not just furniture!

 

 

Payment

 

Question: When should I expect to be invoiced for a job?

Answer: When a product or service is rendered you can expect to receive your invoice. If your buying terms call for Pre-Delivery payment, you will be notified and your invoice will be sent before the product is shipped.

 

Question: What if this is my first time buying from Concord Products?

Answer: If you have not purchased anything from us before or if it has been over 1 year, we need to set you up in our system and do a credit check to determine your terms of payment. Read over our Credit Policy for more information then fill out our Credit Application. Once this is filled out to its entirety, please mail, fax, or e-mail it to This email address is being protected from spambots. You need JavaScript enabled to view it..

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Question: Can I pay with a credit card?

Answer: We do accept credit cards as payment of deposits and balances for projects. Please remember to take into account service fees. Our fee is a percentage of the total added to the amount of the order. In order to use the card, you must fill out and sign our Credit Card Form which must include an accurate job total.

 

Question: What terms of payment should I expect?

 Answer: To find out what specific terms you qualify for, you need to apply for a credit check. Generally, however, those who have not done business with us before or haven't had a transaction in over 1 year should expect to pay the full balance before delivery: 50% Deposit, 50% Pre-Delivery. Note, terms are subject to vary by customer. The deposit is due the date the order is placed and the project will not ship until we receive the balance due.

 

 

Freight

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Question: What is my lead-time?

Answer: Specific dates for project completion vary with each order. However, to get an idea we have general lead times associated with each of our product lines: 

System 1900    | 4 - 6 weeks
     
System 2000    |   4 - 6 weeks
 
Velocity    |   6 - 8 weeks
 
Conceil    |   4 - 6 weeks
 
Constow    |   2 - 3 weeks
 
Condition    |   4 - 5 weeks
 
Latvenas Cube    |   4 - 5 weeks
 
Latvenas    |    4 - 5 weeks
 
Lepold    |   4 - 5 weeks
 
Rover    |   4 - 5 weeks
 
Architectural Simplicity    |   4 - 6 weeks
     
 Any Custom Product    | 6 - 10 weeks *
     
    * TBD

Question: Can I use my own installer post delivery?

Answer: Yes, you can use your own installer for our products. We have installation manuals that can help those unfamiliar with our products, but we must advise having your installer certified by Concord as this may impact the warranty. However, we cannot include an installation price in our estimates unless Concord Products is the installer. It is the buyer’s responsibility to make arrangements for payment with the installer they choose to employ. We recommend the installer to turn in their insurance certificate before installation occurs. We also offer trainers equipped to train groups, lead groups, and project manage. Please contact customer service at This email address is being protected from spambots. You need JavaScript enabled to view it..

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Question: What if I need something delivered or installed on a specific day, at a certain hour, or over the weekend?

Answer: If there is a specific date that you need the project delivered, please use our Express Delivery Program. Note that it is of the utmost importance that you provide that information at the time the order is placed as this results in additional charges. If a specific hour or day is requested further into the project, Concord cannot guarantee that the time will be met. We will do our best, as the nearer the request is to the ship day the more difficult it is to schedule.

 

Question: What if the product delivered is damaged or something is missing?

Answer: Always make a habit of thoroughly inspecting all deliveries you receive before you sign for their receipt. If anything seems damaged take pictures and do not approve the receipt of the product. Take the time to write "DAMAGE" on the BOL. At times, there may be concealed damage that was not visible at the time of receipt. It is necessary to fill out a request for inspection with the carrier who delivered the materials within 15 days. Take a careful look at our Freight Damage Loss Document for a complete explanation of the options you have in case of these events.

 

Question: What if the colors of my products aren't what I was expecting?

Answer: To ensure the correct color finished on every job, it’s important to always check that the name and number of the color both match what you want. If the color you were expecting is not the color that came, please contact us and we will help you determine what happened. This is a critical reason why all color names and numbers are required at time of order.

 

Question: What if I am unable to receive my job at the time it is completed and ready to ship?

Answer: It is the buyer’s responsibility to find a storage location in the event that the end user is unable to accept product from Concord at its completion. We will then arrange to deliver the product at that storage location as long as the buyer has set up sufficient receivers.

 

Question: What if the installers I am using have never put Concord product together before?

Answer: We have installation manuals that can help those unfamiliar with our products, but we must advise having your installer certified by Concord as this may impact the warranty.

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Design

 

Question: Does Concord offer project Design Services?

Answer: Yes. We have an in-house team of expert trained CAD operators. Concord design professionals are experienced, fast, efficient, thorough, and cooperative. The skill bases they have built qualify them to create detailed drawings with quick turnarounds. Initial drawings may be provided to a client at no charge. Else, this service is billable and will be charged hourly. Pricing is dependent on the size of the project and the amount of design time incurred so check the next question for our current program detail.

 

Question: What are the current program details of Concord's Design Service?

Answer: If you use Classic dealer pricing, up to 1 drawing revision is available before a design time cost is incurred. If you use Choice or Elite dealer pricing, up to 1 drawing revision is available before the cost. Design time is $75/hour net and is billable to the requester. This will be invoiced separately from the project estimate, then the estimate will be revised to account for any changes. Make sure that you gather as much information as possible before submitting a project for quoting and drawing to ensure final layout approval before additional costs are billed to you.

Classic Dealer Pricing    |   drawing + 1 free revision
 
Choice Dealer Pricing    |   drawing + 1 free revision
 
Elite Dealer Pricing    |   drawing + 1 free revision
 
See Entire Program Details Here

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Question: What if something is wrong or missing on my drawing?

Answer: For projects that require a CAD drawing from Concord, the best way to fix any problems that may arise is to make notes directly on the drawing, then scan and send the revised document back to our CAD department to reflect any changes needed. E-mail This email address is being protected from spambots. You need JavaScript enabled to view it.. Please always remember that a thorough job reaps great results. Approve all drawings that are sent to you and ensure we are prepared to handle every aspect of your project. This will prevent problems from arising and will satisfy any customer.