FAQs
- How long will it take to receive my product when I order it?
This is dependent on the current lead time - please contact customer service for lead time and estimated ship date or click on ‘My Account’ to see current lead time.
- How do I order product to match HDL product?
Heartwood Manufacturing product is now produced in metric sizing and matches HDL product. Please indicate on PO if it needs to match HDL.
- If I am ordering Innovations or Pinnacle product what series do I order in Heartwood Manufacturing to match?
To match Innovations you would order 388 series, 600 series matches Pinnacle.
- Who do I contact for Warranty, Quotes and Order information?
Email all inquiries to cs@heartwood.ca
- How long does it take for a warranty to ship?
8 – 10 business days.
- Can I have both my HDL and Heartwood Manufacturing orders ship together?
We can arrange to have the two orders ship to arrive at the same time but can not consolidate the two orders into one shipment.
- How do I order a unit that I want to have tops and drawer fronts the same but the body color different?
Your finish choices will need to be clearly described on your PO. If you wish to use our code, when specifying two tone furniture, we go in the order of TOP/BODY/FACE. If you want Hardrock Maple Tops, Graphite Base and Hardrock Maple Door and Drawer Fronts, the finish code is HMGTHM.
- I would like all my units to be keyed alike – how can I do this?
See the Specification page at the beginning of each series in our price book for more detail on this.
- Are the cores and keys the same for both HDL and Heartwood Manufacturing?
Yes, except for Nano and Elite which each have their own lock systems.
- I have existing product and it was produced in Imperial sizing – how do I specify this on my purchase order?
To specify Imperial sizing please place a small i at the beginning of the SKU – example i388-2460CT-A. All Heartwood Manufacturing produced before May 1, 2009 was Imperial.
- You refer to Metric and Imperial sizing. What is the difference?
Please open and read the document for a complete explanation of the difference.
