Trade 2009 Fermob FAQ

Where is the furniture made?
All steel frames are made in France. All items sold are finished in France. Aluminum items are partially manufactured in China.

Can I get any piece in any color?
Items are available in all 24 colors unless otherwise specified. Please refer to the price list for this information.

Do you have anything in stock?
Yes. From early spring through fall we have more stock than at any other time of the year. However, we always have some stock. In-stock availability may be viewed on our website and is updated daily.

How do I order?
A signed order placed at a trade show, a faxed web order or a signed purchase order along with a credit card number is acceptable.

Is a deposit required?
Up Country reserves the right to charge a 50% deposit for contract orders. This will be decided on a case-by-case basis.

How do I know when you charged my card?
We will mail you a copy of the sales order/invoice and a copy of the credit card charge.

Does Up Country Gardens/FermobUSA offer Net 30 terms?
Net 30 terms are available for orders of $6000 or more with approved credit. Net 30 orders MUST be paid by check. Net 30 terms must be renewed on an annual basis.

What is the lead-time?
Average lead-time is approximately 12 weeks not including shipping time. However, your order may be complete as early as 8 weeks or longer than 12. A quote is merely an estimated time frame; it is not a promise or a contract. Up Country cannot guarantee delivery before holidays and/or special events but we consistently do everything we can to accommodate our customers in these circumstances.

Is there a minimum order?
No.

How does one qualify for “Stocking” pricing?
Any re-seller who places an order for more than $3000 qualifies for “Stocking” pricing. This status must be renewed on an annual basis. Otherwise, the re-seller will pay the “Contract/Non-Stocking” price.

Is quantity discount pricing available?
Discount pricing is available for a 20’ or 40’ container. A container order yields a 30% discount. See Container Program information sheet. Containers are FOB France (you pay the shipping from France’s factory to your receiving destination).

What is the furniture made of?
All frames in the Bistro line and most frames in the Fermob line are crafted of steel; powder-coated and baked for durability. Some items are constructed of aluminum. Composition of each item is noted in the pricelist.

Will it rust?
Each piece is painted with a UV proof polyester powder-coat paint. The durability of the furniture depends on its environment. The less humid the environment, the longer the finish will last. If the finish has a nick in it, it will rust. If this happens, it is necessary to touch it up with an outdoor sealant. Touch-up paint is available for purchase. Foot protectors are provided for all pieces and must be used to prevent rusting of feet. Products are not guaranteed against rust. If furniture is placed in humid or saline conditions, the cataphorese finish should be ordered.

What is CATAPHORESE?
Cataphorese is an upgraded finish. In this process, the item is dipped 17 times in a rust resistant bath before it is powder-coated and baked. This process is standard on some items (noted with a “C” to the left of the item number) and can be added to others for an additional 18%. This upgraded finish does not protect fully at rivets, joints, or lasercuts.

What is OTF?
OTF stands for “outdoor technical fabric”. This fabric is made from PVC-coated polyester threads, which are sealed at the intersections. This fabric is used in the Alize, Costa, Dune and Plein Air collections. The manufactures are Ferrari and Texyloop. Texyloop is 100% recyclable.

Is Fermob eco-friendly?
Steel frames are recyclable as well as OTF fabric Texyloop. Powder paints by Dupont contain no solvents and are 100% recyclable. Fermob is one of the first furniture companies to sign the SERPOL convention on the collection and disposal of special waste.

FREIGHT/SHIPPING

How do you ship?
Orders are FOB Cumming, GA. Orders< $1500 in Zone 1, 2 and 3, and orders <$2000 in Zone 4 will be shipped by common carrier or UPS. UPS shipments are pre-paid with charges added to your invoice.

How much is freight?
Orders > $1500 in Zone 1, 2 and 3, and orders >$2000 in Zone 4, shipped via common-carrier are shipped freight collect unless using the Pre-Paid Zone Shipping Program (refer to chart for exact charges). If UPS shipping is required or requested, additional boxing charges will apply. This product comes pre-boxed from France and the current packaging, although sufficient for Europe, will not withstand the handling of UPS without additional packaging.

May I change my shipping address?
Yes. Please notify us in writing of any changes and request confirmation of receipt of the change. If notification is made after a shipment has left our warehouse, the trucking company will charge you a re-consignment fee.

May I request my own shipper?
Yes. Please provide this information at the time of placing the order or provide this in writing. If your shipper is used, any damage claims must be made by you.

Are special labels or boxes available?
Yes. Special labels, boxing, or handling requests must appear on your purchase order. Surcharges for these services will be incurred.
o What if I am not available to accept delivery?
If the trucking company has to re-schedule a delivery, they will charge you a re-delivery fee.

How can I track my shipment once it leaves your warehouse?
You may call our office to request to tracking number/pro number and shipper’s phone number.

What if the goods arrive damaged?
At the time of delivery, boxes should be inspected for suspected damage. If the condition of the box is such that damage is suspected, the box should be opened for further inspection before the driver leaves the premises. Suspected damage should be noted on the bill of lading at time of delivery and signed by the carrier. Damages to any of the cartoned or un-cartoned items delivered MUST be noted on the delivery receipt or bill of lading when you sign to accept the order. Failure to do so often results in refusal of a claim. Please retain all packaging materials for 45 days; this is required should the carrier elect to inspect the merchandise.

What if the damage is concealed?
It is important to inspect all merchandise within 72 hours. Your reimbursement will depend upon the promptness of your reporting the problem. Reports made after 72 hours may be denied by the carrier. It is industry standard to pay less for concealed damage. Please retain all packaging materials for 45 days; this is required should the carrier elect to inspect the merchandise.

What if the product is defective?
Our office should be notified within 3 days of receipt of defective goods. A photograph is required in order to share with the manufacturer on how to improve their product. A discount or replacement piece is the actions most often taken and is at the manufacturer’s discretion.

Is there a warranty?
Yes. The pricelist provides a graphic for warranty information…one cloud = one year, three clouds = three years. Products are not warranted against rust or mildew. Please review the Warranty information.

Can I request my order to ship complete?
Yes. Please specify this at the time of ordering. Otherwise, partial shipments will be shipped at Up Country’s discretion.

Will backordered items ship automatically?
Customers may choose to cancel backorders at the time that the initial shipment is received. Otherwise, backorders will be shipped at Up Country’s discretion.