Frequently asked questions
Who are you?
We are a third generation, brother and sister team and we are following the footsteps of our father and grandfather. They built high quality furniture under the name of Hickory-Fry Furniture Company. You can read about our rich heritage and passion in manufacturing furniture.
What are your office hours and phone number?
We are open from 8:00AM - 6:00PM (EST) Monday through Friday. Our phone number is 800-653-9757.
Where are you located?
Our manufacturing plant is in Conover, North Carolina between Hickory and Statesville and just off I-40 and near I-77. ! We are proud that all our furniture is Made in the USA right in our North Carolina manufacturing facility. Unlike many of our competitors who maintain North Carolina headquarters but actually produce their furniture in foreign countries, we build your furniture right here with North Carolina craftsmen. We have never outsourced the production of our furniture!
How long have you been in business?
We are a third generation, family-owned North Carolina furniture company. Hickory-Fry Furniture Company was founded by H.D. Fry Sr. in 1926. In early 2000, H.D. Fry III broke new ground in the furniture industry by launching Carolina Chair, Inc. — the first furniture manufacturer to sell direct to you our customer. We have been a Better Business Bureau A+ Accredited business since 2001. We are proud members of the Catawba County North Carolina Chamber of Commerce.
Do you have a showroom or store?
We operate with a very different business model - we build to the order and bypass all retail stores. We build high quality furniture and by bypassing all retail, you get the best possible prices. This model saves you big money if you are interested in high-end furniture. Please read testimonials from our satisfied customers. They will bring you comfort when purchasing sight unseen. We do not have a showroom in order to keep our costs of manufacturing as low as possible. Our manufacturing plant is in Conover, North Carolina.
Do you have a printed catalog?
Our entire product line is only offered for viewing online on our website.
Are you really a family-owned business?
Yes! We are a third generation, brother and sister team and we are following the footsteps of our father and grandfather. They built high quality furniture under the name of Hickory-Fry Furniture Company. You can read about our rich heritage and passion in manufacturing furniture.
Is your furniture really made in the USA?
Yes! Our manufacturing plant is in Conover, North Carolina between Hickory and Statesville and just off I-40 and near I-77. ! We are proud that all our furniture is Made in the USA right in our manufacturing facility. Unlike many of our competitors who maintain North Carolina headquarters but actually produce their furniture in foreign countries, we build your furniture right here with North Carolina craftsmen. We have never outsourced the production of our furniture!
What sets CarolinaChair.com apart from other online furniture websites?
We are the manufacturer. No one else can make that claim. Let us say that again. We are the manufacturer! Some websites try to trick you into thinking they manufacture the furniture, but they are simply a middle man taking your order and then asking various manufacturers to build your furniture. Through agreements with these manufacturers, they are allowed to have their own label on the furniture, pretending to be the manufacturer. Please don't be fooled by them. They are a pass through agent, like a distributor, and they make their cut on your furniture. Don't be duped.
What sets CarolinaChair.com furniture apart from other furniture?
Our quality sets us apart! Our quality standard construction includes eight-way hand tied seating systems and all hardwood, kiln-dried frames. This is the way furniture is built when you want your furniture to last. All of our furniture is built right here in North Carolina by North Carolina craftsmen. You will not find this quality in furniture built in Asia and other parts of the world and imported to be sold in the USA. Read testimonials from our satisfied customers.
What is so special about eight-way hand tied seating systems?
High-end upholstery is always made with eight-way hand-tied coil springs because your weight is distributed evenly for years of comfortable seating and your furniture will last longer. This process is more labor-intensive and therefore more expensive upfront, but because your furniture will last much longer, it is cheaper in the long run. Fabric wears less on eight-way hand-tied furniture and the comfort is more luxurious. Cheap substitutes and foreign imports use lower quality seating systems such as tempered steel continuous wire springs, eight guage sinuous springs, "no sag" or serpentine springs. While these systems are cheaper to produce, they do not provide a comfortable long lasting piece of furniture. Despite claims to the contrary, use of these substitutes will cause unsightly sagging over a short period of time. Webbed seating is mostly used by the national chain, low cost furniture stores. This is the lowest quality seating in the industry. It is very inexpensive to produce and sagging is guaranteed.
What should I look for in quality upholstered furniture?
In addition to eight-way hand tied steel coil springs, your furniture should have a kiln-dried hardwood frame that is double-doweled and corner blocked. Kiln drying insures that sap and other moisture are removed from the wood before construction. This process reduces the chances that the frame will crack or warp. Dowels are small pegs that hold your furniture at the joints. The more dowels, the sturdier the chair. Corner blocks add stability. If the piece wobbles when you shake the corners, chances are it doesn't have corner blocks. Look under the furniture where the legs meet the seat for the blocks. Your furniture should also be well-tailored. Fabric matching and quality welting is critical to the overall appearance of your furniture. You should have various options for cushions, fabrics and dimension/detail changes. Carolina Chair furniture meets and exceeds all of these criteria. Learn more from HGTV's Anatomy of a Chair by Mark McCauley, ASID.
How do I order?
It's easy. Just follow these steps.
- Browse our website to see all our styles and offerings. Be sure to click on the links on the left hand side of every page and then see our photo gallery to get inspired.
- Order fabric swatches and decide what fabric(s) you want to use on your furniture.
- Choose the furniture style and pieces you like. If you want to make custom changes, that's no problem and it won't cost you an arm and a leg. If you want to make some custom changes, call us at 800-653-9757 anytime or e-mail us for a quote. If you do not hear from us, please check your SPAM folder. Our response to you may end up in that folder!
Where are your prices and dimensions?
Our prices and the dimensions are on every individual product page. For example, look over to the left hand side of any page and click on one of the furniture links and then click on a product to reach the individual product page. Scroll down below the product image and you'll see dimensions and details. Please refer to our measuring guide for an explanation of dimensions.
Why is your furniture so affordable?
We can offer you huge savings ONLY because we are the manufacturer. There is no middle man when you buy furniture from us. Our prices, when compared to the same quality constructed furniture, cannot be beat! Period. We encourage you to compare prices, but make the comparison with other high-end quality furniture. Please be sure to compare our prices to prices of other eight-way, hand tied all hard wood frame furniture. And, keep in mind that shipping/transportation and in-home delivery are free when you purchase from us. Our prices are bottom-line. As part of our commitment to provide our customers with the best investment value in furniture, we have not raised our prices in three years.
What forms of payment do you accept?
We accept Visa, MasterCard, and Discover. Certified bank checks can also be accepted. Payment is processed the day before your furniture leaves our manufacturing plant on its way to you. We have no financing options.
Do you charge sales tax?
Carolina Chair, Inc. is a North Carolina licensed business and we are required to collect the current rate of sales tax for all orders from North Carolina and deliveries to North Carolina. We do not charge sales tax on orders from and deliveries to any other state. If you live outside North Carolina, you need to comply with any applicable sales and use taxes in your state.
What are my options for fabric for my furniture?
You have three basic options: our in-house fabrics at different price points, Special Request Fabrics from our partner Barrow Industries or your own fabric (customer's own material C.O.M.).
What are my options in in-house fabrics?
Our performance fabrics include Microfibre, Microdenier, Sultry Suede and Sunbrella. These fabrics are durable and clean easily with soap and water. We also offer other durable fabrics such as our chenilles, denims and our Twill Plus fabrics. Swatches are free!
What are my options in Special Request fabrics?
More than 7500 Special Request fabrics are available from our partner Barrow Industries allowing you to get a one of a kind piece of furniture. You'll be surprised that the average cost of our furniture using a Special Request Fabric is usually less than 10% higher than using our regular fabrics. So, don't let the suggested retail price per yard scare you! We don't pay the retail price for the fabric, and therefore, you won't either! The process is simple. First choose the style of furniture and pieces you want (along with any customizations), then search the Barrow site to select fabrics then request a quote and order swatches.
Can I send in my own fabric? Do you accept C.O.M. customer's own material?
Yes! Not a problem. Many customers use our C.O.M. program (customer's own material). E-mail us or call us and let us know you have your own fabric and need a price quote for your furniture. We'll need to know if your fabric is plain or if it has a repeat pattern (and the horizontal and/or vertical repeat numbers of the fabric). We'll give you a quote for the furniture you want and we will also let you know how many yards of fabric we will need.
Can I get samples or swatches of your fabrics?
Yes! And swatches are free! We have so many fabrics from which to choose and you can get free fabric swatches.
Do you have leather options?
No, we do not use leather at all. We offer many highly durable fabrics that are cleanable with soap and water.
What seat and back cushion options are available for my furniture?
With so many cushion options, you can choose the perfect comfort level that is just right for you. We offer our high quality standard seat and back cushions as well as options for fiber-down, all down, 5" border seat cushions, poly back cushions and our premium and ultra support packages. Plus you can mix the cushion options ... for example, chose standard seat cushionss and fiber down back cushions or vice versa ... Your choice. Your comfort.
What other options are available?
Add contrasting welting. Add nailhead trim. Change the feet. Choose coordinating fabrics for different parts of your furniture. You dream it and we can build it! View decorative options, functional options and dimension options for ideas and inspiration. And view custom furniture our customers have created to get inspired and see examples of various options.
Can I make a custom change to your standard designs?
Yes! You can customize any of our furniture. Add an arm to any of our 1-arm sectional components. Add a skirt to any component if there is no skirt. Remove the skirt if you don't want it! Make the arm higher or lower. Make the arm wider. Add length. Add seat depth. Increase the overall height. You get the idea!
Can you build a piece of furniture that is not on your web site?
Maybe. If we can modify one of our styles or tweek it a bit to get the look you want, then it's possible. Have another style in mind that you don't see on our website? Send us a link to it or a photo! E-mail us or use the contact us form. Tell us what you like about the style. We will get back to you quickly. We promise! If you do not hear from us, please check your SPAM folder. Our response to you may end up in that folder!
What upgrades and options are available for sleepers?
In addition to the above options, you can upgrade your sleeper mattress to Air Dream or Air Dream Ultra. Our standard sleeper mattress has a commercial grade mechanism, paired with a 5.5" thick innerspring mattress built for quality and for comfort. No need to worry about an uncomfortable bar underneath your mattress. The Air Dream sleeper system inflates in 25-35 seconds with the compact, powerful electric pump. The Air Dream Ultra sleeper system is the easiest to operate Air Dream ever with an electric pump built into the mattress. Use the hand wand to inflate, deflate and adjust firmness with the touch of a button. Both offer the same plush dimensions and luxury feel as premium mattresses.
What upgrades and options are available for sectionals?
In addition to the above options, you can upgrade your sectional connectors. Hidden, quicksnap hard plastic connectors are provided as a standard free feature on our sectional furniture. The connectors help to keep your sectional components stable. If you have tile, hardwood or uneven flooring, you may want to upgrade to our heavy-duty metal sectional connectors for your new sectional sofa. You can also buy sectional sofa connectors for your existing sectional sofa.
How much do you charge for shipping and delivery for furniture orders?
Shipping and in-home delivery are free for furniture orders, unless you have special circumstances to consider. There are some states that we do not serve. Here are some details regarding transportation and in-home delivery:
- Our in-home delivery partner will contact you by phone to arrange a delivery day and time-frame. Delivery timeframes are usually within a four-hour window. Our in-home delivery partner will spend 15 minutes at your residence bringing your furniture in and setting it in place. If additional time is spent in your home, you will be responsible for extra charges incurred to CarolinaChair.
- Please ensure the delivery pathway is clear and the room/area is ready for your furniture before the delivery folks arrive. Please measure your entryways/doorways/stairways/elevators to be sure the furniture will fit prior to placing your order. CarolinaChair cannot be held responsible for any damages trying to get your furniture into your home.
- Deliveries are typically scheduled Monday - Friday, however, some of our delivery partners may route your delivery for a weekend day. Our delivery partners are small companies and strive to route their deliveries to various states in the most economical way. Please understand this limitation when they call you to schedule your delivery. If you cannot be home during your scheduled delivery timeframe, please make arrangements for someone to be at your home to accept delivery - otherwise you may have to wait for their next scheduled trip to your area.
- We do not serve Alaska, Hawaii, North Dakota, South Dakota, Montana or Wyoming. Delivery service to Maine is from Bangor and south only.
What are examples of special circumstances?
- There could be extra charges associated with delivering to remote areas and locations. The customer will be responsible for any added costs associated with remote area delivery, including any ferry charges if applicable.
- There could be extra charges associated with obstructions preventing the delivery agent from getting in your driveway for the delivery. The customer will be responsible for any added costs associated with this situation.
- If a specific date or timeframe for delivery is requested and can be accommodated by the delivery agent, a fee will be charged.
- Deliveries made to areas with three or more flights of stairs (having no service elevators) can be made with an extra charge.
- All furniture must be delivered within 30 days of the ship date (the date your furniture leaves our manufacturing plant). Storage fees will apply after 30 days and the customer will be responsible for these fees.
Do you provide free shipping to other countries or states outside the continental U.S.?
We provide free shipping to most of the 48 contiguous states (there are some states that we do not serve). If you live in another country or state that we do not serve, we will provide free shipping of your furniture to a freight forwarder or last mile shipper of your choice (within the continental U.S.) if you will cover the costs and the details of transporting your furniture from the freight forwarder to the final destination. We can assist you in getting a quote for those transportation costs. We will get you the best shipping quote possible, and have found that our customers outside the continental US, once they receive their shipping quote, still decide to purchase from us!
Do you provide free shipping on your furniture accessories?
We only provide free shipping on furniture orders. For orders that do not include furniture (throw pillows only, etc.), we charge actual shipping costs.
What warranties do you offer on your furniture?
We stand behind our quality construction with great warranties. Warranties apply to the original owner and at the original address of delivery.
- Frame - Lifetime of product
- Springs - Lifetime of product
- Fabric - One year
- Recliner Mechanism - One year
- Swivel/Rocker Mechanism - One year
- Sleeper Mechanism - One year
- Standard Sleeper Mattress - One year
- Air Dream Mattress System (mattress and bladder) - Three years
- Air Dream Electric Hand Held Pump - One year
- Individual Air Dream replacement product purchases (bladders, valve, hand wand) - One year (one replacement during that year)
What is your cancellation and return policy?
We are a custom builder and all furniture is custom built for each customer. Therefore, all orders are non-cancellable, non-returnable and non-refundable. Once we receive your order, we will contact you to verify your identity and to confirm your order. This is your only opportunity to cancel your order.
What should I do if my furniture arrives damaged?
Our products are very carefully quality control inspected before they leave our manufacturing plant. In exceptional circumstances, a product may suffer damage from the shipping process. Please inspect your furniture when it arrives. If there is damage related to the shipping process, call us immediately at 800-653-9757 while the delivery agents are still there to report the damage and to receive guidance from us on the next steps. We are available at night and on weekends.
Note: Please ensure the delivery pathway is clear and the room/area is ready for your furniture before the delivery folks arrive. Please measure your entryways/doorways/stairways/elevators to be sure the furniture will fit prior to placing your order. CarolinaChair cannot be held responsible for any damages trying to get your furniture into your home.