Frequently Asked Questions
HOW DO I PLACE AN ORDER OR RECEIVE A QUOTE?
You may place orders or request quotes through your local showrooms (please see our
Contact Page Here) or you may send your inquiries directly to us at
info@ziapriven.com or call us at 718.576.3941, Monday-Friday 9am-5pm Eastern time.
DO YOU CUSTOMIZE YOUR PRODUCTS?
We can customize or modify most of our products and upcharges will be incurred based
on the requirements of each particular order. Typically, standard upcharges begin at
10% of the value of the standard item and increase based on the modifications. Please
contact us and we will advise as to cost and any changes or increases to lead time.
DO YOU OFFER TRADE PRICING?
We offer a 20% trade discount on all of our products to interior designers, architects,
specifiers, contractors and home stagers who register and qualify for our trade program.
WHAT IS THE LEAD TIME?
Standard lead time for most of our products is 12-16 weeks, however, it is based on the
current production volume and schedule. We advise that you contact us at the time of
your order to get the most up to date and accurate lead time.
CAN YOU RUSH MY ORDER IF I NEED IT FASTER THAN YOUR STANDARD LEAD
TIME?
Please contact us with your delivery requirements. We typically can rush orders to
accommodate your needs but they will likely incur an additional rush fee.
WHAT IS YOUR RETURN POLICY?
Due to the handmade nature of our products, we are unable to accept returns.
HOW CAN I REACH ZIA•PRIVEN FROM OUTSIDE THE U.S.?
You can reach a customer service representative via phone at +33.1.718.576.3941 or
email at info@ziapriven.com. Please allow us until the next business day to respond to
your inquiry.
HOW IS MY ORDER SHIPPED?
Most of our orders are shipped via common carrier (LTL freight). Some of our smaller
products will be shipped via FedEx. Our sales team will provide shipping costs to you
prior to finalizing your order and payment.
WHAT DO I DO AFTER MY ORDER ARRIVES?
Please carefully open and inspect all items immediately in order to ensure their safe
arrival. If you notice any damage on any items, then retain all packing materials and
contact Zia•Priven immediately. If internal/product damages are not reported to
Zia•Priven within 5 business days of delivery, then Zia•Priven will not be responsible for
repair or replacement of damaged items. If this damage occurred due to shipper
negligence, delays in reporting may invalidate a claim against the carrier. Please note,
all packaging materials must be retained in order to file a damage claim.
WHAT IF MY ORDER IS DAMAGED IN TRANSIT?
Please examine the exterior condition of the cartons and/or crates immediately upon
receipt and prior to signing any delivery forms. All Zia•Priven products are thoroughly
inspected and carefully packed before leaving our facilities. There should be no visible
dents, damage, holes or signs of droppage anywhere, however, visible damages must
be reported immediately, notes made and photos taken as soon as possible in order to
file a successful claim. If you receive any damaged cartons or crates, please notate the
specific damage on your delivery form(s) and advise the driver to sign both their copy
and yours. All visible damages must be noted on the signed delivery receipt/forms and
signed by both you (the recipient) and the driver. Failure to do so will result in the
carrier refusing to honor your claim. In addition, it will be necessary to retain all
packaging materials. Please contact Zia•Priven immediately and as a courtesy, we will
facilitate filing a damage claim with our carriers.
HOW DO I CLEAN MY PRODUCT?
For normal cleaning such as dusting, use a soft, dry cloth or chamois. For deeper
cleaning, dampen a soft, clean cloth with water and firmly wring out. Gently wipe the
surface then immediately use a dry cloth to wipe the surface again. Repeat the process
with clean water as necessary. Polish with a soft cloth after wiping.
Do not use abrasive or acidic household cleaning products. For the best maintenance
of our products, keep them out of direct sunlight and heat, away from moisture, grease
and dirt.