F.A.Q.

FAQ

Our customer support team are available to answer any questions you may have, but feel free to check the FAQs below for some quick answers to the queries most commonly asked.

Getting in touch with us is easy! Please call us at 877-695-9258 or email us.  We’re available Monday – Friday, 8am – 5pm EST.

To request a quote, either select some products from the website and click on the ‘add to quote’ button on the product pages, click here, or call us at 877-695-9258  and we’ll get right on it.

Placing your order requires a few simple steps.

Please sign the quote you received from Kwalu and add a purchase order number and/ or send us your own purchase order, and email us at sales@kwalu.com or fax to 877-329-5925.

If you are sending your own Purchase Order, then please include the following information so we can process your order quickly:

  • A Purchase Order Number
  • The product name(s) and the specific product stock code(s)
  • The number of items desired and the net price
  • Finish, fabric, upgrades or special options and tags
  • “Ship to” information and Special shipping instructions, if applicable
  • Your billing address and your delivery address, if different
  • Name, phone and fax number of the contact person for your order
  • The e-mail address to which the order confirmation and invoice should be sent, and your e-mail delivery address, if different

NOTE: You will receive an order confirmation to the e-mail address provided once the order has been processed.

All of the information listed above is required to process your purchase order. Any missing information could lead to a delay in processing your order.

New customers are requested to please complete a Kwalu Credit Application and mail it to sales@kwalu.com, or fax it to 877-329-5925. Please note that a 50% deposit for new customers is required when placing the order.

 

Payments can be sent to:

Kwalu Accounts Receivable

6160 Peachtree Dunwoody Rd,

Building C

Atlanta, GA, 30328

All Kwalu products are made to order.  In most cases, you can expect your order to take approximately 6-8 weeks once a clean purchase order has been received. If your order requires fabric, then delays can occur if the fabric is not in stock or immediately available.

From time to time, suppliers reserve the right to discontinue fabric patterns and colors. They may also stipulate minimum order quantities. Contact your customer support specialist at 877-695-9258 for fabric availability before finalizing your order. This will ensure that your order is not subject to fabric delays

 

Kwalu is proud to hold the following government contracts:

Federal Government – GSA

State of Alabama

State of Louisiana

State of Pennsylvania

Texas State Contract

Utah State Contract

 

We are delighted to be affiliated with the following GPOs:

Vizient

Intalere

HealthTrust Purchasing Group (HPG), through its authorized dealers

 

Most of our seating is manufactured using our patented joint construction. ProductConstruction2016 copy

Dock-to dock freight is included in the base price (standard shipping) of your estimated shipping rate. When a dock-to-dock delivery is performed – it is your responsibility to transfer product from the truck, remove packaging and setup in the desired location. On most occasions, the driver will not perform any additional services or help with unloading the product.

 

Additional Services:

You can also select any of these options for an additional charge. These will need to be selected ahead of processing your order.

Lift Gate:

  • Product is delivered on a special truck with a power gate on the back to lower the equipment to the ground.
  • Recommended if a loading dock is not available.
  • The driver will operate the lift gate and take your product off the truck but you are still responsible for transferring the product to your preferred location.

 

Inside Delivery: If you do not have personnel capable of removing the items from the truck safely or moving them inside, then you will need to request inside-delivery service. This encompasses:

  • Door to door delivery
  • Boxes and pallets are taken from the truck and placed within a covered location. This does NOT include unboxing or setting into place.

 

Installation Service: If you want “full service” to include help with product placement and removal of packaging debris, you should consider our professional installation service. This encompasses:

  • Product unloading and removal from truck
  • Placement in customers’ room of choice
  • Set-up and light assembly of furniture
  • Removal of packing debris

 

Timekeeper Guaranteed Transit: this is a good option for time-critical shipping, especially if you need expedited freight services or a guaranteed delivery date or a specific time range. E.g.: Appointment timekeeper for 5/20 by 5:00PM – This means that the shipment will arrive on your specified day on or before 5PM.

Kwalu works with all of the major fabric suppliers and offers a huge selection of graded-in fabrics on our site. The fabric grades range between Grades 7 and 16. The grade generally depends on the price per yard. If you can’t find what you’re looking for, then let us know and we are happy to source it for you. To get started, call our customer support team and we will provide pricing information to support your request.

All Kwalu products are made to order. A limited stock of certain products is available for shipping as samples. These may be requested by clicking on the button requesting a sample on any products page.  If you require a specific sample with your specified fabrics/ hardware and finishes please contact us so that we may accommodate your request.

Kwalu has unique custom capabilities that allow us to partner with you in creating specific products that address custom dimensions, finishes and/or styles. To get started on your project, please contact us.

We have project managers who can help with material take offs and measurements for custom built-in millwork and kitchen cabinets. Plus, we have a dedicated team of technicians who are available to address on-site hassles in a timely fashion. Please contact us so that we may schedule your request.

All of our seating products are manufactured as standard with foam meeting the requirements of California Technical Bulletin #117. We have the capability to meet California Technical Bulletin 133 with graded-in fabrics when required. This must be specified clearly on your purchase order. Our standard practice is to always require California TB 133 on all seating products shipping into the state of California to certain types of properties, including hospitals and senior housing communities. Need more information? Please contact us.

The 2 most popular classes of fabrics used in hospitals and senior living environments are vinyls and cryptons. Both of these feature moisture barriers and stain resistance. Many fabric houses also offer other fabrics to which stain protection and moisture barriers can be added for an additional fee.

Vinyl is a synthetic, man-made material that inherently contains a moisture barrier, and is both extremely durable and easy to clean. It provides resistance to stains, mildew, bacteria and odor. It is ideally suited to high traffic areas where spills are more common. Vinyls come in numerous styles and colors, and many mimic fabrics or leather, so there’s no need to sacrifice style for durability.

Crypton fabrics are engineered textiles created though the immersion of specific fibers in a high performance solution that permanently transforms the fabric, to ensure both stain and microbial protection, and an impenetrable moisture barrier that protects the fabric from spills.  A variety of fibers is used in the manufacturing of crypton, with countless choices as to patterns, textures and feels, many of which mimic residential fabrics. They are extremely durable and suited to moderate to high traffic areas.

Most new stains come off easily with a damp cloth and water mixed with a mild soap. For water based stains use water-based cleaning agents only, do not use solvents. For oil based stains use solvent-based cleaners only. Most of the time, bleach solutions of up to 10% may be used for cleaning difficult stains. Check with the fabric supplier before applying a bleach solution.

Kwalu’s unwavering commitment to our customers and our products is best demonstrated through our unique, 10-year, performance-based warranty.

For full details of our warranty please click here.

If a warranty issue is discovered, please contact the customer service team as soon as possible. To file the warranty claim, please take a photo of the problem you’re experiencing with the product plus a photo of the barcode label beneath the seat or on the back of the casegoods unit. Then, please email the photos to warranties@kwalu.com.

We will address your warranty issues with all due haste so that you can get back to business as usual as quickly as possible, minus the hassle.

Our products are covered by a 10-year performance based warranty for construction and finish. Ensuring exceptional first impressions is easy. Follow these simple Care and Cleaning instructions to keep your chairs looking in tip-top condition.

For full details of our Conditions of Sale, please click here.