FAQs
A. Shipping & Delivery
Q1: When will my order ship?
A: All orders are processed within 1-3 business days after payment. In-stock items are shipped within 1-7 business days (except for customized items).
Q2: How long does delivery take after dispatch?
A: Carrier transit times vary by destination, service level, and local conditions. Under normal circumstances, customers in most parts of the United States will receive their products within 15-30 days after the package is shipped.
Q3: Do you ship internationally? Will I pay duties/taxes?
A: Many destinations are supported. No import duties, taxes, and brokerage fees.
Q4: Can I change my address after placing an order?
A: If your order has not shipped, contact us by hello@montefurniture.com with your order number and the correct address. Once a parcel is with the carrier, rerouting may not be possible.
Q5: My tracking shows “delivered” but I can’t find the parcel.
A: Please check entrances/porches, building mailrooms, neighbors, and the carrier’s notes. If still missing, contact us by hello@montefurniture.com—we can help initiate a carrier trace.
Q6: Will large orders ship in multiple boxes?
A: Yes, some items ship in separate cartons for safety. You’ll receive tracking for each parcel.
B. Product, Wood & Finish
Q7: Will my item look exactly like the photos?
A: We use solid wood. Natural variations in grain, tone, and small knots are normal and part of each piece’s character.
Q8: Is the finish safe for children?
A: We use water-based, low-VOC finishes designed for household use. Always allow normal room ventilation after unboxing.
Q9: There’s a light scent after opening. Is that normal?
A: New wood and protective packaging can have a mild temporary scent. Ventilate the room and wipe surfaces with a dry, lint-free cloth; the scent typically dissipates soon after setup.
Q10: Will the color match other wood furniture?
A: Solid wood varies naturally. If color matching is critical, consider grouping items from the same wood species/finish and placing them in similar lighting.
C. Assembly & Hardware
Q11: I’m new to assembly—how hard is it?
A: Most pieces are flat-pack with step-by-step instructions. A household screwdriver is typically sufficient. Read the guide fully before starting and lay out parts by step.
Q12: Parts seem missing. What should I do?
A: First, check all cartons and small hardware packs—many sets include spare screws/dowels. If something is missing, contact us by hello@montefurniture.com with your order number, product name, and a photo of the included parts list—we’ll arrange replacement parts.
Q13: A panel doesn’t align / a screw won’t bite.
A: Common fixes:
- Confirm the panel orientation matches the diagrams (rounded edges/holes facing correctly).
- Insert all screws loosely first; only then tighten gradually in a cross pattern.
- If wood dowels feel tight, align precisely and press straight down—avoid twisting.
Still stuck? Send us photos of the step you’re on; we’ll guide you.
Q14: The unit wobbles after assembly.
A: Check these in order:
- Surface is level; use included pads/feet if provided.
- All fasteners tightened evenly (not over-tightened on one side).
- For adjustable platforms, ensure both sides are at the same height hole.
If wobble persists, contact by hello@montefurniture.com—video helps us diagnose quickly.
Q15: Squeaks or rubbing sounds when moving parts.
A: Confirm screws are snug but not over-tight. A tiny amount of neutral wood-safe lubricant on metal-to-metal contact points can help (avoid the finished wood surface).
D. Safety & Daily Use (Bookshelves / Learning Towers)
Q16: How do I use the learning tower safely?
A: Place on a flat, dry, non-slip surface.
- Keep away from heat sources and sharp tools.
- Always provide close adult supervision.
- Adjust the platform so your child’s elbows are just below counter height.
- Teach “one step at a time” and no leaning/climbing on rails.
Q17: Do you include anti-tip hardware for shelves?
A: Many tall units include wall anchors. We strongly recommend anchoring in homes with climbers or heavy book loads. Use appropriate anchors for your wall type.
Q18: Weight limit / recommended age?
A: See the product page for maximum load and age guidance. These specs vary by model.
E. Care & Cleaning
Q19: How do I clean the finish?
A: Wipe with a soft, dry or slightly damp cloth. Avoid harsh chemicals, abrasives, and prolonged moisture. Dry immediately after cleaning.
Q20: Can I refinish or repaint later?
A: Light surface touch-ups are possible using wood-safe products. If you plan a full refinish, test on an inconspicuous area first; refinishing may void finish warranties.
F. Damage, Defects & Parts Support
Q21: My item arrived damaged.
A: Keep the outer carton and inner padding, take photos of the box, shipping label, and affected parts, and contact us by hello@montefurniture.com within 7 days of delivery. We’ll arrange replacement parts or a replacement unit as appropriate.
Q22: A part broke during assembly.
A: Stop assembly and contact us with photos and your order number. We can usually ship individual replacement parts and help you resume safely.
Q23: Hardware loosened after a few weeks.
A: Wood settles slightly with use. Re-check fasteners after the first weeks and tighten as needed (snug, not over-tight). Add felt pads under feet if placed on slick floors.
G. Orders, Changes & Cancellations
Q24: Can I cancel or modify my order?
A: If the order has not shipped, we’ll try to accommodate changes. Please contact us by hello@montefurniture.com with your order number as soon as possible.
Q25: I ordered multiple items—can they ship together?
A: Items may ship separately for protection. If you require a specific arrangement, contact us before ordering and we’ll advise what’s feasible.
H. Returns (Quick Reference)
For the full policy, see Return & Refund.
- Return window: 30 days from delivery
- Condition: unused, unassembled, original packaging
- Contact us by hello@montefurniture.com with your order number