Frequently Asked Questions

CONTACT INFORMATION

Who should I contact with questions about my furniture or the status of my Stickley order?

For purchases made in person, please contact the Stickley company showroom or Authorized Stickley dealer where you placed your order. They will be able to access your specific order information.

For online orders, please contact customer service at stickley.information@stickley.com.

POLICIES AND PRICING

What are your policies on returns, refunds, and warranties?

Please visit our Returns, Refunds & Warranties page for detailed information. For both Stickley and non-Stickley branded products, contact service@stickley.com for assistance with warranty claims. Note, however, that for non-Stickley products, warranties and decisions are made independently of Stickley Customer Service, as we act merely as a facilitator between the customer and the manufacturer.

Why does your pricing vary depending on where I shop?

Pricing for our products is determined by a numbered of factors and does indeed depend on where you’re shopping for Stickley.

Authorized Dealers: Our dealers are independently owned businesses, and their pricing may vary based on regional promotions and their own service offerings. They may also have unique financing options or customized discounts.

Retail Showrooms: When visiting one of our Stickley company-owned showrooms, you’ll receive in-person design assistance, white-glove delivery service, and access to exclusive showroom promotions. Pricing may reflect additional services and local market adjustments.

Online (Stickley.com): Our website provides a convenient way to browse and shop if you live outside an Authorized Dealer area. Pricing reflects national promotions, and delivery fees are calculated based on location. Some exclusive online discounts or offers may apply. 

Please also note that products sold on Stickley.com are available only in a limited number of fabrics, leathers, and finishes; an Authorized Dealer or retail showroom will be able to offer the full range, and different fabric and leathers grades will also factor into the price.

Why can’t I buy directly from Stickley.com if I live near an authorized Stickley dealer?

We are proud to partner with a network of exceptional independent Stickley dealers across the country. When you visit a local authorized dealer, you’ll enjoy a personalized shopping experience that goes beyond what’s possible online, from experiencing the quality of our furniture firsthand to exploring a wider range of finishes and fabrics with expert design assistance. Our dealers also provide a network of local service and support. To support these valued partnerships, we currently reserve direct online sales for customers who don’t have a local dealer nearby.

Can I customize my order when I purchase online?

Yes, you can order a standard Stickley finish that is not represented on the product page, but you’ll need to contact us directly to do so. Please reach out to us using the chat function (“Text us”) on Stickley.com, and one of our staff members will work with you on fulfilling this request.

DELIVERY

How long will I have to wait for made-to-order furniture?

Most custom orders take anywhere from 6 to 10 weeks to deliver, depending on the product and your geographic location. Because of the wide range of choices available, Stickley manufactures nearly every piece of furniture to order. For example, when you order a Stickley bedroom, we will probably be creating the bed and other pieces step by step from the cutting room right through to the finish and trim departments. This is followed by preparation for shipping and delivery.

For in-store purchases, your Stickley-owned showroom or Authorized Stickley dealer can provide detailed delivery information on your specific order.

For online orders, please contact customer service at stickley.information@stickley.com.

What is included in White Glove delivery?

As part of our White Glove delivery service, a delivery team will bring your furniture into your home, perform any needed assembly*, place the piece where you want it, and remove all packaging materials. There is no removal of your old furniture.

*Note that most Stickley pieces are pre-assembled due to the nature of our joinery techniques.

What should I do in advance to prepare for my delivery?

Please see our Delivery & Shipping page for detailed information.

CUSTOMER PICKUP

What are your policies for in-store customer pickup at Stickley-owned showrooms?

You are welcome to place an order for in-store pickup at Stickley company showrooms for products weighing 20 pounds or less. Unfortunately, we can no longer take customer-pickup orders for products over 20 pounds. Please note that all in-store customer pickups are required to happen within 14 days of notification that the product is ready. When picking up, you’ll will be required to present proof of identification and the credit card used to make the purchase.

SHOPPING RESOURCES

Can I see a piece of furniture in person before buying?

You can see Stickley furniture in person at a company-owned Stickley showroom or at one of our Authorized Stickley dealers (find a our store locator here). Keep in mind, however, that no showroom—either Stickley-owned or independent—can stock 100% of our inventory. Contact your nearest showroom to find out what they have on their sales floor.

COLLECTOR'S CLUB MEMBERSHIP

What is the Collector’s Club?

The Collector’s Club is an online-only, 12-month Stickley membership on Stickley.com that provides exclusive product access, year-long discounts, and other benefits.

What is the cost of Collector’s Club membership?

Collector’s Club membership fee is $99.00 per year.

Will my membership renew automatically?

Yes, your membership will automatically renew 12 months from the date of purchase unless you elect to cancel it before that date by contacting Stickley Customer Service.

What are the benefits of Collector’s Club membership?

From January 1, 2025, members of the online-only Collector’s Club are entitled to:

  • 15% off all Collector’s Shop purchases for 12 months (discount good for Collector’s Shop only)
  • Exclusive access to pre-order Stickley’s annual Collector Edition
  • Early access to special online products and offers throughout the year

How can I cancel my membership?

To cancel your Collector’s Club membership, please contact Customer Service and we will expedite your cancellation. While no portion of your fee will be refunded, your canceled membership will remain active until the original 12-month period expires, at which point it will not automatically renew.

What is the Collector’s Shop?

The Collector’s Shop, found on Stickley.com, is an online shop where you can purchase beautiful hardwood décor pieces that also make wonderful gifts for any occasion. All are crafted using Stickley’s time-honored techniques and materials. New items are added regularly, and the Collector’s Shop occasionally offers special pieces in very limited quantities.

SERVICE

How do I arrange a service call?

Service visits provided by Stickley are limited to in-warranty products only and are for purchases made on Stickley.com or at a company-owned Stickley retail showroom. (For purchases made from an independent dealer, please contact that dealer directly.) Stickley does not offer out-of-warranty repairs on damage, refinishing, reupholstery, etc.

To schedule an in-warranty service call, please call 315.682.5500 or email service@stickley.com. A service technician will determine the best course of action after inspecting the furniture in question.

Are replacement parts available?

Replacement parts are available only for items currently in production. Costs will apply to any replacement parts for items that are out of warranty. Contact service@stickley.com for more information.

What is the warranty on my furniture?

For both Stickley and non-Stickley branded products, contact service@stickley.com for assistance with warranty claims. Note, however, that for non-Stickley products, warranties and decisions are made independently of Stickley Customer Service, as we act merely as a facilitator between the customer and the manufacturer.

Stickley is very proud to offer a Limited Lifetime Warranty on manufacturing defects in casegoods furniture for the life of the original owner.

We offer a Manufacturer’s Limited Lifetime Warranty against defects on all casegoods except dining and office chairs. Should the furniture fail structurally at any time during the lifetime of the original owner because of workmanship or material, we will repair or replace it at our discretion. Power recliner/incliner mechanisms are warranted for a three-year period.

Stickley offers a Five-Year Manufacturer’s Limited Warranty against defects on the following: dining chairs, office chairs, finishes, and mechanical devices (clock movements, recliner mechanisms, etc.). Should these items fail within five years of purchase due to manufacturing defects, we will repair or replace it at our discretion.

This warranty does not apply to fabric or leather supplied by Stickley or the customer. Warranty does not apply to customer damage, alteration, or accident. Seasonal wood movement on solid wood products is normal and is not considered a warranty issue. To view and print the Stickley warranty in its entirety, please click here: Returns, Refunds & Warranties.

We believe so strongly in the integrity of our workmanship that we offer you the Stickley Lifetime Promise. We want you to be truly pleased with your Stickley furniture as it becomes an important part of your family for generations to come. With proper care, and the Stickley Lifetime Promise, you can be assured that your Stickley furniture is destined to become a cherished family heirloom.

UNDERSTANDING STICKLEY WOOD FURNITURE

Where is your furniture made?

Stickley wholly owns three manufacturing facilities, where furniture is made to the same exacting Stickley standard: Manlius, New York, our headquarters where most of our solid-wood furniture is manufactured; Archdale, North Carolina, which is our upholstery plant; and Stickley International, our factory located in Vietnam. While ownership of the three plants allows us to use the facility that is best suited for the specific product, approximately 90% of our furniture continues to be manufactured in the United States.

What is veneer?

Simply put, veneer is a thin slice of wood. Good veneers are approximately the thickness of a credit card. Some veneers can be as thin as a sheet of tablet paper. There are times when veneer construction is preferable to solid wood construction because of its versatility and resistance to expansion and contraction.

The decorative veneers used by Stickley and other fine furniture makers bear no resemblance to the paper-like veneers used in mass-produced furniture. High-quality wood veneers are also necessary for hand-crafting the beautiful inlay patterns that Stickley is famous for.

What is ‘wood movement’ and how will it affect my furniture?

Solid wood expands and contracts because it is a cellular material that reacts to changes in humidity. Wood takes in moisture during the humid summer months and releases moisture in the dry winter months. It is impossible to completely prevent wood movement in solid wood furniture. We engineer our designs to allow for this natural phenomenon. Minor wood movement does not affect the structural integrity of the furniture and is not considered a defect.

How should I routinely care for my Stickley wood furniture?

In general, caring for your Stickley furniture is as easy as light dusting, occasionally wiping it with a slightly dampened soft cloth, and protecting it from damaging extremes. Please refer to our Furniture Care Guide for more advice on caring for your fine furniture. Specific care questions not answered there may be directed to our craftspeople via our contact form.

Can I order furniture cleaner or polish online?

These products are unavailable online at this time. However, they can be purchased at a Stickley-owned company showroom or an Authorized Dealer showroom.

Why does my ceramic tile look like it’s cracking?

What appear to be fine hairline cracks in the glaze of a ceramic piece are not actually cracks in the structure. This characteristic is called “crazing,” and it’s a natural phenomenon that occurs when a piece’s clay body and its glaze heat and cool at different rates when being fired in the kiln. Crazing can be more pronounced in light-colored glazes. Far from being a defect, this look is often considered desirable in hand-crafted and hand-glazed pottery and a reminder that no two pieces are alike.

Should I place my furniture in storage?

You should use extreme caution when storing solid wood furniture for any length of time, even when it’s stored in a “climate-controlled” facility. Extreme variations in temperature and humidity can harm the wood and the finish, in some cases causing irreparable damage. If your furniture is damaged due to these circumstances, it will not be covered under your warranty.

Are other standard finishes available besides what's shown online?

You can chat in to us here on Stickley.com to request different finishes for online purchases. Visit your local authorized Stickley dealer or your nearest Stickley company showroom to order from our full range of finish options.

UNDERSTANDING STICKLEY FINE UPHOLSTERY AND LEATHER

Why do my seat cushions sometimes make a crinkling sound when I sit on them?

The crinkle noise from most luxury cushions is caused by the down-proof ticking material that is used to construct the cushion inserts. This is a very expensive, densely woven material designed to add body and support to the cushion, while preventing the feathers from poking through the surface. The characteristic sound is the ticking material flexing inside the cushion.

How often should I rotate the cushions on my upholstered furniture?

Rotating means flipping the cushions over, and, on sofas with more than one cushion, changing their location (the right end cushion is flipped and moved to the left end of the sofa). Cushion rotation keeps the casing positioned properly on the cushion core and also evens out the impact of frictional wear and sun exposure on the fabric. We recommend rotating loose cushions weekly or bi-weekly, depending on the amount of use the piece receives.

How should I routinely care for my fabric or leather furniture?

Fabric and leather care varies widely depending upon the fabric or leather
characteristics. There are many products available for cleaning leather and upholstery, but what works on one item may ruin another, so please use caution. Always test products in an inconspicuous area before applying. Please refer to
our Furniture Care Guide for more advice on caring for your fabric or leather. Specific care questions not answered there may be directed to our craftspeople via our contact form.

FABRICS: Regular vacuuming or light brushing will prevent the build-up of dust and grime which can damage the fabric over time. For specific stain removal, it may be necessary to contact a professional cleaner. Please do not machine wash Stickley fabric casings but use a quality dry cleaner when cleaning is necessary. For furniture upholstered with fabric, Stickley indicates which of the four industry standard cleaning codes applies to the primary fabric on the furniture. The code is on a label affixed to every product, usually on the deck (beneath the seat cushions) or on the black cambric fabric on the bottom of the piece. This cleanability code will state whether the fabric is safe to clean with water (W), solvents (S), or both (W/S). Some fabrics have a code of X, which means clean with a brush or vacuum only.

LEATHERS: Regular vacuuming or dusting with a clean white cloth will prevent the build-up of dust and grime which can damage your leather furniture over time. Specific cleaning instructions vary widely depending upon the type of leather being treated. Your Stickley retailer can provide you with information regarding the type of leather on your furniture if you don’t have that information. Blot (don’t rub) spills as quickly as possible to avoid stains. It is advisable to contact a professional leather cleaner to remove most stains. Uncoated leathers, such as aniline, semi-aniline and nubuck, have surfaces which can readily absorb liquids and oils. Avoid using soaps or creams on these leathers. Coated leathers, such as pigmented leather, are more resilient and can be cleaned occasionally with a slightly damp soft white cloth and mild soap. Always test the cleaning method on an inconspicuous location before cleaning the leather.

Are other fabrics or leathers available besides what's shown online?

You can chat in to us here on Stickley.com to request different fabrics and leathers for online purchases. Visit your local authorized Stickley dealer or your nearest Stickley company showroom to order from our full range of fabric and leather options.

UNDERSTANDING STICKLEY DESIGNER RUGS

Do I need to have my Stickley rug cleaned every year?

No. Regular (weekly) vacuuming is the best care you can provide for your hand-knotted rug. Vacuuming removes the dirt and grit that can sift down into the foundation of the rug and damage the fibers over time. Wet cleaning should only be done as needed, generally no more than every two or three years, and should be performed by a professional cleaning service that specializes in hand-knotted rugs.

Stickley has introduced a rug-cleaning product called Stickley Rug Cleaning Solution, which is non-toxic to family and pets and easy to use for spot removal. Please contact your Stickley retailer for more information. Always test any cleaning product on an inconspicuous area before using and follow manufacturer’s instructions carefully. Specific care questions not answered here may be directed to our craftspeople via our contact form.

Why is my Stickley rug “shedding”?

The wool used for our Tibetan rugs is from Tibetan Highland Sheep. The wool from these hardy animals can grow up to eight inches long. We feel this is the finest and longest lasting wool for our hand-knotted rugs. One of the characteristics of Tibetan rugs is a period of “shedding” when first used. This is a temporary process and completely natural. Frequent vacuuming will help.

TRADE SERVICES

Do you offer services to Trade professionals?

Yes. Learn about our national To-the-Trade program here.