FAQs

Frequently Asked Questions


For answers to some of the most frequently asked questions, please refer to the list below. If you still can't find what you are looking for, you may e-mail Customer Service at info@kohburg.com. To speak with a Customer Service Representative directly, please call us at (888) 718-8880, Monday-Friday, 8:30 a.m. to 5 p.m., PST.

Registration, E-mail and Password Help

How do I create an account?
How do I edit my account information?
Will the information I provide, be shared?

Ordering and Tracking

Do I have to register to place an order?
How do I place an order?
I am having trouble submitting my order. The system will not let me proceed. What should I do?
Is the information I provide at checkout secure?
How can I get shipping and/or order quotes?
Do you charge sales tax? What if I am exempt from paying sales tax?
How will I be notified of any back-ordered items?
Can I make changes to an order I have already placed?
What payment methods do you accept?
How do I track my order status?
Will I get a tracking number?
How do I apply for a line of credit?

Shipping

How long will it usually take to receive my order?
What if the shipping address I entered is incorrect or I need to change it?
What are your shipping charges?
Do you ship to Canada and other international locations?
Can I place an order with express delivery?
Can I send my items to multiple addresses?
Do you offer free shipping?

Returns and Exchange

What's your return and exchange policy?
How do I return or exchange my items?
What shall I do if I receive a wrong item?

Other Questions

Are your materials safe?
 

 



How do I create an account?

You can easily create an account by clicking the "Register" link above the main menu tabs.

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How do I edit my account information?

You may edit your account information after login by clicking "Sign In" above the main menu tabs and then the "Update Account" button.

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Will the information I provide, be shared?

At Kohburg, Inc. we value our customers and their privacy. We do not trade, sell or transfer your information to other parties. Any information collected is only used for internal purposes. We do not provide information to agencies nor companies for marketing or commercial purposes.

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Do I have to register to place an order?

It depends. If you need to place an order online, you will need to register at our web-store. Otherwise, you may place a phone/mail/fax order without creating an online account. However, registering at our web-store is simple and easy. And you will receive numerous benefits once you become a web-store customer. These benefits include the wish list, multiple-shipping address book, online order tracking, saved shopping cart, and most importantly  Frequent Buyer Reward Points for each dollar you spend with us online.

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How do I place an order?

Ordering is easy. You may choose one of the following methods to place an order with us:

  • Online Web-Store Order
    You may add any items you like to the shopping cart after you login to your account, review your order, make any changes, provide your payment information, and submit your order.

  • Phone Order
    You may place a phone order by calling (888) 718-8880, Monday-Friday, 8:30 a.m. to 5 p.m. PST. One of our customer service representatives will be happy to assist you.

  • Mail Order
    You may click here to download our order form, fill out the form with the items you'd like to purchase, along with your shipping and payment information, and mail it to:

    Kohburg, Inc.
    1926 W. Holt Ave.
    Pomona, CA 91768

  • Fax Order
    You may click here download our order form, fill out the form with the items you'd like to purchase, along with your shipping and payment information, and fax it to (909) 868-9685.


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I am having trouble submitting my order. The system will not let me proceed. What should I do?

We conduct routine tests to make sure our online store is always running at its best speed and capability. Make sure you have filled ALL the required sections. It is very likely that one of the fields was not completed. Also make sure to select the "country" on the billing and shipping part of your order before proceeding.

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Is the information I provide at checkout secure?

The security of our customers' information is a top priority at Kohburg, Inc. To protect our customers from Internet threats, we use one of the industry's most advanced encryption technologies. In addition, all information given to Kohburg is kept for internal use only. We do not share, sell or release our customer information to any third parties. Kohburg.com is equipped with 128 bit encrypted SSL Certificate, which will protect customers' personal information during online shopping transactions.

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How can I get shipping and/or order quotes?

To get easy and detailed pricing and/or shipping quote or to place your order, please follow these step by step instructions:

  • First, visit our website at kohburg.com
  • Go to our "Products" section.
  • Select the items of interest and add them to your list by clicking on the "Add to Cart" button. (To view more information about the products, you can click on the "details").
  • When you are finished with your selection, click on the "Shopping Cart" button (located at the top right hand side of the page).
  • Once you are on the page that lists all of the selected items, review the list to make sure that you have everything you need, as well as the correct quantity of materials.
  • At the bottom of the page input the zip code, city, and select the country you will need these materials shipped to.
  • Next, click on the "Shipping Quote" button next to the country field.

To continue placing your order:

  • Just click on the "Proceed to Checkout" button.
  • You will need to either log-in or register to continue the check out processes.
  • Then fill in the required fields with the correct information such as; shipping and billing address and credit card information.
  • Proof read all the information you filled at the check out page, and click "Submit" if everything is correct.
  • Make sure to write down your order number (KB-#####).
  • You will receive a confirmation e-mail, shortly after you have submitted your order.

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Do you charge sales tax? What if I am exempt from paying sales tax?

By law, we are required to collect sales tax on behalf of the State of California on any orders to be shipped within California. If your order is to be shipped to the state other than California, or an international address, we will not charge any California sales tax.

If you school or organization is federal tax exempted, we must have your current tax exempt certificate on file before the order is shipped.

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How will I be notified of any back-ordered items?

We try our best to keep every item in stock. After increased efforts, we now maintain 99% of materials in stock for fast shipping. If we do need to backorder your merchandise, such backordered item will be disclosed on the sales order and packing list sent together with your other items. In the unfortunate event of a backordered item, please contact your Account Manager to receive an ETA of the product.

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Can I make changes to an order I have already placed?

At Kohburg, we work hard to ship your order as quickly as possible. If you need to make any changes to your order, please feel free to e-mail or call us within 24 hours of your order being placed to make any changes. We cannot make any changes to an order once it has been released to our warehouse for packaging and shipping. Changes outside of the 24 hour period may incur additional fees and surcharges.

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What payment methods do you accept?

We accept major credit cards such as Visa, MasterCard, American Express, and Discover. We also accept all personal and company checks, money orders, and cashier checks. (All orders with check payment will be placed "On Hold" and held until the check is cleared by our bank.)

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How do I track my order status?

If you are an online web-store customer, you may check your order status by logging in to your account and clicking the "My Account" link above the main menu tabs. Once your order is shipped, you will receive an automatic shipping notification from FedEx or one of our other shipping carriers.

You may also contact our customer service department by calling (888) 718-8880, Monday-Friday, 8:30 a.m. to 5 p.m. PST. Due to high call volume, we strongly recommend you e-mail us for any order inquiries info@kohburg.com for prompt responses. Please make sure to include your order number (KB-#####).

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Will I get a tracking number?

If you've provided us your email address when you place your order, you will receive an email containing a tracking number from FedEx or one of our other shipping carriers once your orders are shipped. If you do not get an email, then you can check your shipping status on our website, or contact our customer service department during our normal business hours.

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How do I apply for a line of credit?

Please visit our "Flex Finance" program for special finance offerings that may be available to you.

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How long will it usually take to receive my order?

Once your order has been submitted and payment has been approved, in-house processing usually takes 3-5 business days with an additional 3-7 business days for shipping within the continental 48 states (depending on location). Please keep in mind that in-house processing can take between 5-10 business days during the peak season (May - September) due to the high volume of orders that are being processed. We make every effort possible to process and ship your orders as soon as they are place and payment clears. For those who request Green Star Services, we will contact you to notify you the assembly & order processing time.

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What if the shipping address I entered is incorrect or I need to change it?

Make sure to provide us with the correct shipping address: including an accurate street number, street name spelled correctly, and especially the zip code. This will avoid any delays in processing and additional shipping charges. Once you have placed your order, please check your e-mail confirmation to verify all the information you have entered is correct. If you notice that there is an error or missing information, please contact us within 24 hours after you receive the initial order confirmation email. A customer service representative will be more than glad to get the issue resolved for you. Please be advised that once your order is shipped, FedEx will charge $10 per package for any address modification.

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What are your shipping charges?

Please visit our Shipping & Delivery page under the Customer Service section for complete details on how to calculate the shipping fee.

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Do you ship to other international locations?

Unfortunately, Kohburg furniture is only available (directly from the manufacturer) to the contiguous United States. We apologize for any inconvenience this may cause.

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Can I place an order with express delivery?

If you are a U.S. customer who needs expedited shipping services, please contact us before you place the order. The cost for expedited service can be twice to almost three times the amount of the initial domestic shipping fee. Expedited service may not be available for certain locations and may not be available for out-of-stock items. At this moment, expedited shipping services are by request only.

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Can I send my items to multiple addresses?

Yes, but with the restriction of one shipping address per order form. You may place separate orders for different shipping addresses.

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Do you offer free shipping?

We may offer special promotions such as Free Shipping. Please visit our homepage for more details regarding the current promotion we are offering.

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What's your return and exchange policy?

At Kohburg, we stand behind our quality. To ensure our customers' satisfaction, we inspect each and every product before it's shipped. We are pleased to offer our 30 Days Money Back Guarantee if you aren't completely satisfied with your furniture products. For a complete understanding on our return and exchange policy, please simply visit our Return and Exchange page under the Customer Service section.

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How do I return or exchange my items?

At Kohburg, we offer one of the best Return and Exchange programs among all vendors. If you are not satisfied with any of our products or receive damaged/defective items and want to exchange, you can simply follow the procedures on the RMA form, downloadable at our Return and Exchange page under the Customer Service section. We will be happy to process your request as soon as we receive your inquiry. Please review and follow the instructions from our Return and Exchange policy page before returning any materials.

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What shall I do if I receive a wrong item?

All Kohburg shipping department staffs work extremely hard to avoid incorrect items being sent to our customers. If such an incident happens, please simply follow the procedures on the RMA form, downloadable at our Return and Exchange page under the Customer Service section. The correct item will be sent to you once we receive your request.

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Are your materials safe?

All Kohburg products are tested by the German TUV Rheinland Laboratory and have passed all tests based on the latest and most up to date Federal Safety Regulations including the CPSIA HR4040. We are one of the two manufacturers in the industry implementing Water Based Finish Technology. Water Based Finishes are currently the most technologically advanced painting/coating processes and strongly promoted by the European Union because it is considered Heavy Metal/chemical free (lead free, non-toxic) and environmentally friendly. According to the EU, for kids' safety all wooden furniture manufacturers should stop using traditional oil-based or UV based finish and use water-based finishes instead.

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