FAQ
Below you’ll find answers to the most common questions you may have with Sister Bay Furniture Company or your purchase.
General Questions
The Prestwick Group is an umbrella company that consists of Prestwick Golf, Prestwick Limited, Max-R, and Nex-Terra. Sister Bay Furniture is our sister company. All furniture orders will be invoiced separately.
We manufacture and sell direct to ensure you receive the best prices. Additionally, we provide direct service to the end user due to the customized nature of our product. However, we do work with designers, architects and other firms as well as certain distributors.
Material Questions
Our recycled plastic material is made high-grade HDPE recycled plastic. No fillers are added, only bonding agents, colorant, and UV inhibitors to ensure longevity.
We don’t recommend it. In fact, few paints will actually adhere to it because of the simple nature of the material and its low-porosity. We see this as a benefit as it will stay vibrant for years and will not require any painting.
Production Questions
Production lead times start once all approvals and down payment is received, if applicable. Lead times may vary depending on seasonal fluctuations, order complexity, and material availability. Please contact us directly for more information.
Yes! All of our manufactured products are made in the USA. We partner with as many local suppliers as possible, including our raw materials and many in-unit accessories.
Shipping Questions
Your products can ship either on a pallet (shipped on a full-sized truck) or in a small package. If your order is shipping in a small package, we use UPS as our preferred carrier but can also use USPS or FedEx. If your order is shipping on a pallet or multiple pallets, we use the most economical carrier. You are also welcome to use your preferred third party carrier for any shipment.
Domestic shipments typically arrive within 2-6 business days after your product has left our facility. However, this may vary depending on the carrier, weather or other problems that are out of our control. Tracking information will be provided on most shipments to help assist with making your delivery as smooth as possible.
The majority of our products are built and shipped from our headquarters/manufacturing facility located in Sussex, WI, USA. We also drop ship select products from other locations around the country.
All standard shipping & handling charges include delivery from our facility to a single specified location. It is your responsibility as the receiver to remove your order off the delivery truck (a formal loading dock or forklift will be needed on all shipments. A pallet jack may be used for smaller shipments) and dispose of any packaging materials. Any necessary additional shipping requirements must be requested prior to your product leaving our facility (additional charges may apply).
Depending on the size of your order and the capabilities of your receiving location, different delivery options may be necessary. Please check with your shipping/receiving department to confirm if their facility can handle such a shipment – If a formal loading dock is not accessible, a forklift or liftgate will be needed. Other additional options are available (driver assistance, delivery appointment, limited access delivery, etc) for additional costs. Please contact us if you need more information.
We utilize our freight forwarder for all international shipments. You can also use your own preferred forwarder. We can handle customs clearance, duties and taxes, as well as meet international pallet standards. Air or ocean freight options are available. Have confidence in your order; we have experience shipping manufactured products to 65 countries and counting in Asia, Africa, South America, North America and Europe!
After Shipment Questions
While our plastic is virtually maintenance-free, there will inevitably be times you’ll want to tidy it up. Simply wet a rag with a mild detergent and wipe it clean (we recommend SimpleGreen(R), available at most hardware stores). If there’s dirt caught in the faux-grain edges of the material or in any engraved section, use a plastic bristle stiff brush to free up the residue and wipe clean. For more heavy-duty cleaning, to remove permanent marker for instance, try Miracle Solution. See Plastic Maintenance on our Maintenance Instructions sheet for more information.
It is rare that items are damaged during transit, however, if items arrive with any noticeable damage, please note this on the Bill of Lading or other applicable documents. Please note: if items are missing or have been damaged, claims must be filed within 48 hours of receiving your shipment. If you would like to report missing or damaged items, please contact Customer Success at 800-505-7926 ex. 2014; Monday – Friday, 8:00 AM – 5:00 PM CST.
Depending on the product, some minor assembly may be required. Any products requiring installation or assembly will include instructions on its respective product webpage. If instructions are missing, please check the product page in question for info or reach out to our Customer Success team for assistance.
