FAQ

Frequently Asked Questions

How can I place an order?

You can place your order online or call Customer Service at 1-888-749-7003, Monday through Friday, between 9:00 AM and 5:00 PM PST. Orders can also be placed via email at hello@heartwork.com.

What is your cancellation policy?

You may cancel your order within forty eight (48) hours after order is submitted after which the client will be obligated to pay the entire amount due.

What are my payment options?

We accept VISA, MasterCard, Discover, American Express, and PayPal. For projects, payments may also be made by wire or check sent to:

HEARTWORK INC

79 Madison Ave, Suite 241

New York, NY 10016

Will sales tax be included?

Sales tax on Heartwork.com orders is calculated using the tax law governing the address where the product is being shipped. The tax amount due will display in the shopping cart and during checkout.

How do I qualify for tax exemption?

Heartwork supports all customers that qualify for tax-exempt purchasing. In order to qualify, we require a properly executed state exemption certificate sent to hello@heartwork.com. If you have already placed your order, please include the order number in your email and your applicable tax will be refunded as soon as your tax-exempt status is approved.

What happens after I have placed my order?

Once an order has been placed you will receive a confirmation email detailing the item(s) ordered and respective shipment lead time(s). A second notification will be sent once your order is ready to ship.

How can I check on my order status?

To check on the order status at any time, please email us at orders@heartwork.com with your name and order number for an update, or call us at 1-888-749-7003.

How long will it take to receive my order?

Lead times are dependent on the product ordered. Many of Heartwork’s most popular items are in stock and ready to ship immediately. In stock items that can be shipped ground, such as a pedestal or monitor stand, will be shipped within 2 business days and arrive in 3-5 business days. Other in stock items that must ship freight, such as a credenza or cabinet, will also ship within 2 business days and arrive within 5-7 business days.

All other Heartwork products that are not in stock are made to order and ship between 8-10 weeks. Please visit our product pages and in-stock page for specific lead times.

How are your products shipped?

Depending on the item, our products are shipped either FedEx Ground or via LTL Freight Truck. Our smaller furniture items, such as pedestals and monitor stands, will ship FedEx Ground. Our larger items, such as filing and storage cabinets, will ship freight. Freight deliveries for our larger items come with White Glove Delivery, which includes inside delivery, placement in room of choice, and unpacking and removal of packaging materials.

All other Heartwork items will ship via FedEx Ground unless the order size warrants a freight delivery.

What does standard delivery include?

Our standard delivery for freight shipments is White Glove Delivery. This includes inside delivery to your room of choice on the first floor (or any floor if your location has an elevator/freight elevator), uncrating, and removal of all packaging materials. Additional charges may apply if your location requires a two-person delivery, and/or if your delivery destination requires items to be delivered up 1-2 flights of stairs.

Why am I being charged a White Glove Service Fee?

Larger items that ship via freight will be charged a White Glove Service Fee. Our White Glove Service Fee is an additional $125 flat fee per order where applicable. We require this service fee due to the heavy nature of our product. This charge covers the service of taking your order to a room of your choice, unpacking all pieces, and removing all packaging debris. With this service you are able to simply enjoy your Heartwork furniture without the hassle!

To see which products require this White Glove Delivery Fee, you can look on the product page where product details are stated. It will automatically show up in your shopping cart if you are ordering item(s) requiring White Glove Service.

Do you deliver outside the United States?

Our standard delivery is for the United States. However, we are happy to support any requests for delivery outside the US, such as Hawaii, Alaska, and Canada. We are also able to deliver shipment to your mainland freight forwarder of choice to the final destination. Please contact us via email at hello@heartwork.com, or call us at 1-888-749-7003 with questions.

DAMAGES AND RETURNS

If my product arrives damaged, what can I do?

If your item is visibly damaged when received, please refuse delivery from the freight forwarder, note any damages on the paperwork, and contact us immediately via email at orders@heartwork.com and/or call us at 1-888-749-7003. When contacting us, please summarize the damage and include photos of damage where possible. We will work with you to get the issue corrected as soon as possible.

What is your return policy?

Heartwork accepts returns on products within 10 days of receipt. If the product is damaged or defective, we will arrange for a replacement or issue a full refund for the order once we have received and inspected the item at our warehouse. The product must be returned in its original packaging. We will help coordinate the pick-up and will assume responsibility for the shipping charges. 

If the return is not due to damage or defect, you will be responsible for the initial shipping charge, shipping the item to our warehouse, and additional restocking fees. Items must be returned in their original packaging. Please email us at orders@heartwork.com , or call us at 1-888-749-7003 for assistance.

ASSEMBLY AND INSTALLATION

If item is in stock, when can delivery be expected?

In stock items that can be shipped ground, such as a pedestal or monitor stand, will be shipped within two business days and arrive in 3 - 5 business days. Other in stock items that must ship freight, such as our credenzas and cabinets, will also ship within two business days and arrive within 5-7 business days.

If item is not in stock, what is the lead time?

Products that are not in stock typically require a 6 - 8 week lead-time. Please visit the product pages for specific lead times.

Is assembly required?

Our products require minimal assembly. For both the Active Duty and Building Block Collection, only casters and adjustable shelves will require assembly.

Instructions for assembly:

Building Block Bookcase

Building Block Cabinet

Building Block Combo & Digital Locker

Building Block Lateral File

Building Block Mobile Pedestal

Will I need tools for assembly?

Active Duty Collection: No tools are needed for assembly.

Building Block Collection: an Allen wrench is required to attach casters and support any ganging or wall attachment. See

Do you offer assembly?

Our standard White Glove delivery does not include assembly or installation. It does include delivery of the item to your room of choice, complete unpacking (including pallet), and removal of all packaging materials.

Do you offer installation?

Yes, we offer installation for projects. Please email us at hello@heartwork.com , or call us at 1-888-749-7003 for an installation quote.

How are products ganged together?

The Building Block Collection comes with knock outs that can be removed on site and includes screws, nuts, and washers for ganging.

How are the Building Block units attached to the wall?

The Building Block Collection is supplied with a hardware pack that contains wall anchors, screws, and instructions. The unit is attached to the wall using the provided hardware and knock-outs.

What hardware is included?

Active Duty Collection: Includes clips for adjustable shelves.

Building Block Collection: Includes hardware for ganging units back-to-back, side-to-side, or to a fixed wall.

CUSTOMIZATION AND PROJECTS

Do you have a trade program?

Yes, we have a Trade program designed to best support architects and designers. Email us at trade@heartwork.com or call 1-888-749-7003 to learn more.

Can I request a custom color?

We support custom colors for large projects. Please email hello@heartwork.com , or call us at 1-888-749-7003 for further details.

Can I customize product dimensions for a project?

Yes, we support customized dimensions for projects. Please email hello@heartwork.com , or call us at 1-888-749-7003 for further details.

Can casters be included on 6H bookcases?

No, we do not offer a caster option for our 6H bookcase. Given the height of this unit, attaching casters could risk tipping and result in damage and/or potential injury.

Can I order the storage cabinet as a wardrobe?

Active Duty Collection Cargo Cabinet is 24”D and offers a wardrobe configuration.

Building Block Collection Cabinet is 18”D, includes adjustable shelves, and not designed to serve as a wardrobe. 

PRODUCT AND USABILITY

Where are your products made?

All of our products are Made (Well) in the USA.

Are Heartwork products sustainable?

Our products have a powder-coated finish with zero off-gassing, ensuring a healthier environment for our customer’s workspaces. All of our steel products are completely recyclable at the end of their life cycle.

How accurate are the colors shown for each product?

We strive to render colors online as close to match as possible. Color swatches are also available upon request for further consideration.

Can I order a swatch before I place an order?

Yes. Please email swatch request to hello@heartwork.com. Include your mailing address and desired color(s) for review. Complete color swatch sets are also available upon request.

What is the weight capacity of the bookshelves?

Active Duty Collection: Bookcase shelves have a weight capacity of 150 lbs.

Building Block Collection: Bookcase shelves have a weight capacity of 90 lbs.

What is the weight capacity of the cabinet shelves?

Active Duty Collection: Cabinet shelves have a weight capacity of 150 lbs.

Building Block Collection: Cabinet shelves have a weight capacity of 80 lbs.

What is the weight capacity of the lateral file drawers?

Active Duty Collection: Lateral file drawers have a weight capacity of 100 lbs each.

Building Block Collection: Lateral file drawers have a weight capacity of 75 lbs and should be loaded from bottom to top.

I am missing hardware. Could I receive a replacement?

Yes. Please email us at orders@heartwork.com , or call us at 1-888-749-7003. We will need your shipping address, information on the hardware missing, and for which product.

Can items with casters be ganged together?

While our Building Block Collection includes knock-outs to support side-to-side, back-to-back and wall attachments, we do not recommend ganging when casters are attached. Depending on the levelness of the floor, ganging units with casters may cause an item to raise and potentially impact the product’s functionality.

Can I attach a tabletop to the storage units?

For projects, the Building Block Collection can support the addition of a custom surface by adding knockouts and hardware to the top of the storage units. Table tops are recommended for 2H and 3H units only. Please contact us at hello@heartwork.com or 1-888-749-7003 for a quote.

Do I need to attach units to the wall?

Building Block Collection can be attached to the wall. We recommend attaching units to the wall for maximum stability and safety. Hardware and instructions for attachment are provided with every unit. We strongly recommend units that are 53”H (4H units) and above be attached to the wall for optimal safety.

How do the lateral file support letter and legal files?

Letter files: the hanging folders run the entire width of the cabinet, left to right.

Legal files: each cabinet comes with an additional rail piece that can be easily attached to support rows of legal files front to back.

How do I change the location of my shelves?

Please refer to online assembly instructions of respective collection: Building Block or Active Duty

How should I clean the product?

To avoid scratching the surface, please use a gentle cleaner, such as a green cleaner or simple soap and water with a damp cloth.

I’ve lost the keys. Can I get a replacement for lost keys or hardware?

Yes. Please contact us at orders@heartwork.com , or call us at 1-888-749-7003. We will need your name, order number, lost part, and for which product to properly provide you with a replacement.

How do I remove a drawer from the lateral file?

Instructions for removing a drawer from your lateral file can be found in the assembly instructions, or email orders@heartwork.com.

How do I reset the locker code?

Instructions to reset your locker code can be found in your assembly instructions, or email orders@heartwork.com.

How much space is inside an individual locker?

The individual lockers each have space of 16”W x 12”H x 17 ¾””D.

The lock is not functioning properly. What should I do?

Please email us at orders@heartwork.com, or call us at 1-888-749-7003 with information on your issue, for which product type, and provide as much detail as possible. We will help resolve your issue as soon as possible.

Does your product come with a warranty? What is it?

Heartwork warrants that the products we manufacturer and sell are free of defects in workmanship and materials. Should your product fail to conform to this limited warranty, during the applicable warranty period from the date of shipment listed below, Heartwork, upon prompt written notice, will repair or replace at its cost the affected part or parts.

Active Duty Collection: 7 years from date of shipment

Building Block Collection: 10 years from date of shipment

This warranty does not apply to:

  • Normal wear and tear or improper use
  • Changes in surface finishes, including color fastness, due to aging or exposure to light

Some states do not allow limitations on how long an implied warranty lasts or do not allow the exclusion or limitation of incidental or consequential damages, so the limitations or exclusions in the two preceding paragraphs may not apply. This warranty gives the purchaser specific legal rights; however, the purchaser may also have other rights that may vary from state to state. 

How should the lateral file be loaded?

Lateral files should be loaded from the bottom drawer up. We recommend evenly loading each drawer.

Do I need to have my unit ganged to the wall/together at certain heights?

We recommend ganging units together and to the wall(s) where possible. Hardware and instructions are provided with every unit. Using all of the hardware provided is recommended for maximum connection and stability. This is strongly recommended for units that are 53”H (4H units) or taller to ensure safe and sufficient ganging.



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