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Frequently Asked Questions & Terms of Service

Please contact us with any questions.

Last updated: 12/8/18

Questions you’ll find below:

What are your hours?

Where are you located?

How do I make an appointment to meet with you?

Can I purchase/bring in my own material?

What is your fabric policy?

Do you have a fabric guarantee?

Will you be willing to use an unconventional material?

Do you use recycled/reconstitued leather?

Do you offer fabric swatches?
Do you work with synthetic materials?

Can I request that you use all natural materials?

How long will it take to upholster my chair, sofa, etc?.

How do I get onto your waitlist?

What is the payment schedule?

Do you have other payment options?

Do you just recover over the old fabric or remove it?

Do you offer pick up/delivery services?

Do you offer over-night/last minute services?

What projects won’t you work on?

Do you make small repairs?

Do you make pillows?

Do you offer automotive or marine services?

Do you make repairs to leather and/or faux leather that is cracking or peeling?

Do you make slipcovers?

Do you make window treatments?

Do you make duvets or other bedding items?

Do you smoke?

Who is your favorite Golden Girl?

What would you like me to do before I bring in my projects?

What is your cancellation policy?

What happens if I cannot pick up my item when it has been completed?

Do you store furniture?

What is your storage pre-arrangement policy regarding furniture that needs to stay with you for an extended amount of time?

Do you accept furniture without fabric in-hand?

What happens if Knox Upholstery recommends canceling a project?


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LOCATION, HOURS, APPOINTMENTS.

What are your hours?

We are closed to the public and hours are by appointment only. Please text or email to make an appointment before loading up and setting out.

Where are you located?

Knox Upholstery is located a few miles South of UT hospital and about 8 miles North of the airport, off of Alcoa highway. The exact address will be given to those with a confirmed appointment as we are not open to the public.

How do I make an appointment to meet with you?

Please text or email for appointments. Nearly 99% of appointments are made on-site at Knox Upholstery and not in-home.

FABRICS

Can I purchase/bring in my own material?

We prefer that you purchase your fabric though Knox Upholstery vs. buying it online or at the big box retailers as it not only keeps your dollars local, but it allows Knox Upholstery to assist the client in choosing the correct fabric for the job and subsidizes our labor. We never turn away C.O.M (customer’s now material) as long as it is upholstery weight and first quality, but you will be charged a $10.00 per yard cutting fee. For further reading about why we charge a COM fee please see here.

What is your fabric policy?

If you’ve purchased your fabric through Knox Upholstery - In keeping with industry standards all fabric is non-refundable unless the wrong fabric has been ordered or there is a flaw.

Do you have a fabric guarantee?

Many of the vendors listed via Knox Upholstery contain their own fabric warranties and guarantees.

For example: Charlotte Fabric - “Our lifetime warranty covers manufacturer defects in your material for the life of your furniture. If material is found to be defective, we will replace it for free (excluding labor). This lifetime warranty is available free to you, and available through your upholsterer or designer.”

While Knox Upholstery does it’s best to assist the customer in choosing the right fabric for the suited application, Knox Upholstery cannot warranty fabric outside what the vendor warranties and even if the fabric is covered by the fabric supplier, it does not cover the labor to re-upholster the piece. Knox Upholstery does, however, warranty our craftsmanship for 2 years. We do not warranty arm covers, pillow covers, cushion covers or their inserts that have been opened up via the zipper/un-picked or washed (please remember the zipper is there for the upholsterer and not for the consumer). We also do not recommend that you clean your upholstery with a rotating brush head. But, if something is bothering you please contact us and we will do what we can. After all, we do want you to be happy with your furniture.

Will you be willing to use an unconventional material?

Yes, but please consult with us before making your purchase to make sure it is something we can, or are willing, to work with. One of our favorite projects was a wingback chair covered in her mother’s pink and white bedspread.

Do you use recycled/reconstitued leather?

We prefer not to use this type of “leather” as it has a tendency to peel and crack, but we will use it at the ABSOLUTE BEHEST of the client.

Do you offer fabric swatches?

Yes! If you are on the waitlist you are considered a client of ours and can receive as many fabric swatches as requested (a free service). Just jot down the supplier and item number, let us know what you like, and they will be dispatched. We also have over 300+ fabric books in-house. Make an appointment to view memo-sized swatches in person.


Do you work with synthetic materials?

Yes.

Can I request that you use all natural materials?

Absolutely. Please note that most natural products carry a significant extra cost.

TURNAROUND/PROCESS

How long will it take to upholster my chair, sofa, etc?

Turnaround times vary depending on the piece, complexity, trims and pattern(s) chosen. Drop-in seats (the kind you see with most dining or kitchen chairs) will less than a day. A parson chair will take 1-2 days. A wingback will take several days. A sofa or love seat can take between 3-7 days. A sectional can take 5-14 days. Of course, these are only estimates.

How do I get onto your waitlist?

A 25% downpayment of the estimate is required to secure your project, and your spot, on the waitlist with very few exceptions. If your project is coming from a local furniture refinisher - we will try to work in your project in as soon as possible. Please understand this may disrupt our calendar and that you may need to wait until a suitable time is found.

What are the payment schedule?

After making a 25% downpayment of the estimate to secure your project, 50% of the estimate is due upon commencement/ delivery of your project to Knox Upholstery. The remainder is due upon completion.

Do you have other payment options?

We understand that the upholstery process can be expensive and with this in mind we do offer payment installments. This includes payment installments to secure your project as well. Please inquire for your particular project.

SERVICES

Do you just recover over the old fabric or remove it?

We always remove the old fabric unless directed to do otherwise.

Do you offer pick up/delivery services?

Customers are responsible for their own transport. Because everyone is unique, certain services may be requested for a fee.

Do you offer over-night/last minute services?

No.

What won’t you work on?

Most recliners similar to Lazyboy, Berkline or anything that falls in the “big and pouffy” category or has built in drink holders. We also don't work on slip covers, leather or faux leather repair, window treatments, bedding, automotive, awnings, marine or small repairs separate from the larger upholstery process.

Do you make small repairs?

Sorry, but we do not offer small repairs unless it is part of the larger upholstery process. Small repairs would consist of the following: tears, rips, loose threads, missing buttons, bad welt, dents, etc.,

Do you make pillows?

Yes, basic pillows.

Do you offer automotive or marine services?

No.

Do you make repairs to leather and/or faux leather that is cracking or peeling?

No.

Do you make slipcovers?

No.

Do you make window treatments?

No.

Do you make duvets or other bedding items?

No.

Do you smoke?

No, and you are strongly urged to ask other shops the same question as smoke will penetrate your furniture.

Who is your favorite Golden Girl?

Why, Blanche Devereaux of course!

https://www.youtube.com/watch?v=KiQzUEc_FmI

What would you like me to do before I bring in my projects?

Vacuum the crevices and check for coins, remotes and valuables. I once found a diamond earring and a diamond broach in separate pieces. One client was extremely pleased to have her broach back. Another client was curious to know whose earring I had handed her!!!

What is your cancellation policy?

We understand that life can get in the way and are willing to work with you. If you sent in a downpayment and the materials have yet to be ordered your downpayment will be refunded within 14 days. Just remember that any fabric purchased is yours and is non-refundable. If you need to cancel your project after supplies have been ordered, your downpayment is forfeited. If we did not use all of your downpayment for the supplies the remaining amount will be refunded to you. Cancelled projects that are already “in-house” are non-refundable. Cancelled projects that are in the current tear down phase are also non-refundable and a balance may be owed. Cancelled B2B projects, under contract, are due at 50% of the price.

What happens if I cannot pick up my item when it has been completed?

Please inquire about your particular situation as we’d like to work something out with you, but typical storage fees are $5.00 per day.

Do you store furniture?

No. Items left on the premises for longer than 30 days after their completion date are considered abandoned and become the property of Knox Upholstery unless you have made pre-arrangements with us (see below).

What is your storage pre-arrangement policy regarding furniture that needs to stay with you for an extended amount of time?

We like to work with our customers as much as we can, but space is at a premium. Therefore, storage fees are $5.00 per day, per item starting on the first day after your initial 30 day grace period. After 60 days, and you have not made arrangements to pick up your furniture it becomes the property of Knox Upholstery. You forfeit both your property and all payments made.

Do you accept furniture without fabric in-hand?

No. All furniture arriving on the premises must have fabric that has been purchased through Knox Upholstery or it must accompany the furniture itself. Again, if it is COM it must come in at the same time as your furniture. Some exclusions apply if your furniture is coming from a local furniture refinisher. Please inquire.

What happens if Knox Upholstery recommends canceling a project?

Sometimes, after the teardown process has begun, Knox Upholstery will recommend not moving forward for a variety of reasons. Usually, it has to do with mold infesting the frame, old hardware that cannot be replaced/should not be replaced, a generally bad frame or the cost to repair the frames will greatly outweigh their worth. While we hate to do it, we will contact the client to let them know our recommendation. Since my name is on each piece I upholster I cannot, in good conscious, cover over bad frames without letting the client know. So far, this recommendation has only occurred twice. If you have made a downpayment it will be refunded to you and you will not be charged for the labor put into the teardown process. We will dispose of the frame(s) at no cost to the client, but if you purchased fabric through Knox Upholstery the return policy still stands. In both cases, the cost to update the bad frames far exceeded the cost of the fabric and the client was happy to “eat the cost”. Again, after working on near 2,000+ furniture frames, this issue has only come up twice so the likelihood of this happening to you is minimal. Knox Upholstery does have resources to help you try to sell your fabric to other upholsterers nationwide so please let us know if you’d like assistance.

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