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FREQUENTLY ASKED QUESTIONS

WHY SHOULD I REGISTER FOR A DESIGNER TRADE ACCOUNT?

We are exclusively to the trade. Our website is crafted to provide you, the designer, with our signature hands-on service in a digital form, offering an excellent resource for your design projects. By registering for a designer trade account, you will gain access to product details, specifications, pricing and our sample library, where you can order no-charge memos 24/7. Sign up here.

I'VE FORGOTTEN MY PASSWORD AND/OR USERNAME, HOW DO I ACCESS MY ACCOUNT?

If you have forgotten your password, please click here and enter your username or email address. We will then email you instructions to retrieve it.

If you've forgotten your username, please email Customer Relations with your name and company name to recover your username.

WHAT KIND OF WINDOWCOVERINGS DOES H&F MAKE?

We handcraft a large variety of Roman Shades, Rollershades, Draperies, Panelscreens, Top Treatments and specialty shapes. Our artisans and tailors bring decades of experience to our custom capabilities, allowing us to offer a broad range of sustainable design solutions. Customize a weave to achieve the color or design that best fits your project – remove, change or add metallic threads, widen the warp edge or color match a room detail. The possibilities are endless.

Register for a no-charge designer trade account to gain access to our extensive online collection, and order a Reference Kit that showcases these innovative designs.  

WHAT DO YOU MEAN BY “NATURAL” WINDOWCOVERINGS?

We are committed to cultivating and harvesting rapid renewable materials, by hand, in well-managed ecosystems. The raw materials we use come from hardy plants that can be naturally irrigated and often do not require pesticides or fertilizers or other harsh chemicals. Fibers are soaked, split, stripped, sundried and spun – all by hand. Our loom masters then blend them together using a complex rhythm of warps and wefts. We perform this work by hand to ensure genuine quality. Minor variations in texture and color can be expected with each season’s harvest.

Learn more about our sustainability efforts here.     

HOW ARE THE EDGES FINISHED?

CUSTOM WOVEN-TO-SIZE [WTS]: This method is a true made-to-order weaving and

crafting process. Once an order is received, artisans prepare the natural fibers, which are then handwoven to the window dimensions within a ½"W tolerance. The hallmark of this method is the loom-finished edge — a meticulous technique of looping weft fibers at each edge, then shuttling them back through the loom to create a continuous warp-edge finish. This arduous weaving technique has a longer lead time, but delivers an exquisite shade-edge detail and up to 180” wide.

IN-STOCK TAILORED-TO-SIZE [TTS]: This method is a weave-and-stock process. Fibers are

prepared and woven into roll goods which are inventoried in our finishing facility in Oregon. Once an order is

received, our craftspeople measure and precisely trim and tailor each shade material to size. The edges are

meticulously stitched when necessary for a finished-edge appearance. Since materials are pre-woven and in stock, TTS offers a shorter lead time and lower price point than WTS. Tailored-to-Size products may have size limitations due to roll widths.

WHERE DO YOUR PRODUCTS COME FROM?

The natural materials we use are harvested all over the world. These materials are grown close to our weaving facilities, in cultures where age-old crafts are studied and respected. Our products are then hand-finished in our Northwest Finishing Facility to custom requirements.

HOW DO I ORDER YOUR PRODUCT?

SHOWROOMS: Our natural windowcoverings and wallcoverings are available exclusively to the trade and serviced through a network of U.S. and international showrooms. Showrooms are professionally trained to assist with specifying, quoting and ordering. Find a showroom near you.

CUSTOMER RELATIONS: Our Customer Relations department can assist you with quoting, ordering, troubleshooting, warranty and sample kits from 7 a.m.–5 p.m. (PST) by phone at 888.582.8780 or via email at hfcr@hartmannforbes.com.  

HOW DO I ORDER SAMPLES?

SHOWROOMS: All of our representative showrooms are professionally trained to assist you with sample tools, including no-charge memos and Designer Sample Kits. Find a showroom near you.

ONLINE: Once you have created an account, you can access our Sample Library to view, filter and order memos at no-charge 24/7. Memos are shipped the same day if ordered before 12 p.m. (PST).  Designer Sample Kits are also available by collection or custom-filled by color, texture and/or price point. If you would like to order more than seven memos, please purchase a Designer Sample Kit.

If you have any questions, please contact Customer Relations from 7 a.m.-5 p.m. (PST) by phone at 888.582.8780 or via email at hfcr@hartmannforbes.com

CAN I GET A CUTTING FOR APPROVAL (CFA) ?

A CFA is available upon request for Tailored-to-Size and Fabric Collections. A quote number is required prior to sending the CFA. If requested, a cutting will be sent for client approval. CFA can be requested from Customer Relations 7 a.m.- 5 p.m. (PST) by phone at 888.582.8780 or via email at hfcr@hartmannforbes.com.

HOW DO I RETURN OR ADJUST A PRODUCT?

For warranty claims or modification of product, please fill out a Return Goods Authorization (RGA) form and email it to Customer Relations. Once you have submitted your form, a Customer Relations Representative will review and respond with instructions to complete your request. Feel free to contact us at 888.582.8780 from 7 a.m.- 5 p.m. (PST) for any assistance with this process.

 

AUTOMATION – FREQUENTLY ASKED QUESTIONS

HOW DO I LEARN MORE ABOUT AUTOMATION?

As a complimentary service, our Automation Project Manager (APM) will help you design, specifying and manage the process of ordering and automating windowcovering. We can collaborate with your team of architects, builders, installers and integrators to ensure that your project is properly specified. You can start by contacting us at 888.582.8780 (press 2) or email for assistance. You can also visit our Automation Page.

CAN ANYONE INSTALL AUTOMATED WINDOWCOVERINGS? Most professional installers can install the Motor-Clutch (battery) system. Hardwired systems may require an electrician or integrator as well. In some cases, installation requires a certified technician. Our Automation Project Manager can help you plan for installation.

WHAT IF IT’S TOO LATE IN A PROJECT TO HARDWIRE FOR AUTOMATED WINDOWCOVERINGS?

It’s never too late to hardwire. Integrators are adept at installing wire where it’s needed. Low voltage cable is small, easily hidden and may not require a permit to install. Additionally, hardwired motors can be specified with cords that can be hidden behind drapery panels and plugged into standard outlets. If power cannot be obtained, our battery operated motors are an ideal solution. Learn more about our Automation Motor Offerings.

WHAT IS THE COST OF AUTOMATION?

The cost will vary depending on the size and complexity of your project. Please contact Customer Relations 888.582.8780 for a quote.

WHO PROGRAMS THE CONTROLS?

For your convenience, our Automation Specialists set and test shade limits, as well as program remotes and keypads before the shades leave our finishing facility. Any integration should be done by either the installer or integrator. Using the Automation Worksheet will help you identify who should program the shades.

DOES IT TAKE LONGER TO DELIVER AUTOMATED WINDOWCOVERINGS?

Yes, lead times may be extended depending on size and complexity of project and availability of parts. Contact Customer Relations at 888.582.8780 for estimated lead time.

 

WALLCOVERING – FREQUENTLY ASKED QUESTIONS

WHAT MAKES YOUR WALLCOVERING UNIQUE?

Hartmann&Forbes designs with best-in-class sustainable natural fibers. We deliver one-of-one products meaning each design is as individual and unique as the natural fibers from which it’s made. Because of this, there are often slight irregularities. Fiber variances are inherent in natural wallcoverings and are not considered defects. Many of our wallcoverings are handcrafted from natural materials and finished with color washes. We encourage you to exercise care in handling to avoid damage. Seams may be obvious upon installation; this panel effect is inherent with natural wallcoverings. Subtle shading differences between strips tend to soften over time.

HOW DO I CALCULATE THE AMOUNT OF WALLCOVERING I NEED?

To calculate yardage for quoting purposes, use the online Yardage Calculator. For final measurements ordering and installation please use a professional wallcovering installer to reduce potential for error.

DO I NEED TO USE A PROFESSIONAL INSTALLER?

For best results, we recommend using a professional wallcovering installer.

DO SOME WALLCOVERINGS NEED SPECIAL INSTALLATION INSTRUCTIONS?

For a large portion of our wallcovering we recommend using the following Wallcovering Installation Instructions. Please see installation addendum for Riverfront, Seaboard Installation and Cathedral Installation.

CAN I GET A CUTTING FOR APPROVAL (CFA)?

A purchase order must be placed and order deposit received prior to sending a CFA. If requested, the wallcovering cutting will be sent for client approval. CFA can be requested from Customer Relations from 7 a.m.- 5 p.m. (PST) by phone at 888.582.8780 or via email at hfcr@hartmannforbes.com.

CAN WALLCOVERING BE RETURNED?

Yes, we encourage you to inspect all wallcovering roll orders for defects prior to installation or use – check for correct color, pattern and yardage for any irregularities. If ordering wallcovering, authorized returns will be subject to a 25% restocking fee plus any freight charges. No returns or claims will be allowed once the material has been cut or used. Claims for labor charges will not be paid under any circumstances. No returns will be permitted due to overage. Wallcovering claims must be made within 30 days of the ship date.

STILL NEED HELP?

Please fill out our FAQ Form to submit your question to our Customer Relations department.

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