Client Services

How do I sign up for a trade account?
Please request a trade account by clicking here. Once approved, you will be able to login and view pricing, availability, and place orders.

How to place an order?
Orders may be placed on the Port Eliot Website, through a Port Eliot Sales Representative, or by emailing a Purchase Order to [email protected]. No verbal orders will be accepted.

Shipping/Backorder Process
All orders will be shipped “as ready” unless client specifies in writing to “ship complete”. All backorders will be kept on file and shipped as soon as possible unless cancellation is received in writing and confirmed by Port Eliot prior to estimated ship date.

How do I pay? Is a deposit necessary?
Payment must be made in full before the product ships from our North Carolina warehouse. Port Eliot accepts credit card, check, and ACH payments.

How do I check the status of my order?
Orders will be tied to your online account through our Port Eliot website. In your customer portal, you may view the status of order(s) and access Bill of Lading(s) for your shipment(s).

What is your fulfillment policy?
Cancellations must be received in writing and confirmed by Port Eliot prior to estimated ship date. Once confirmed, if payment has been issued, Port Eliot will refund all monies paid by the client for the order. Port Eliot does not accept returns.

From where do your orders ship?

All product ships from High Point, North Carolina.

How is shipping handled?

Freight charges are established and billed directly to the client by the freight carrier. Generally, freight charges are based on weight, distance, and service level. Client provides their preferred freight carrier at time of order.

Can I pick up my order from your warehouse?

Yes, we allow customer pickup from our High Point, North Carolina warehouse.

How can I order a finish sample?

Port Eliot sells individual finish panel chips for $12 or full finish panel sets for $198. Please click here to order. The finish samples are a very close representation of each finish.

Product Characteristics & Care

Each Port Eliot piece is individually handcrafted and hand-finished using natural materials and time-honored techniques. Variations in wood grain, color, texture, sheen, distressing, joinery, and other hand-applied details are inherent to this process and contribute to the individual character of each piece. Natural materials absorb stains and finishes differently; therefore, no two pieces - or production runs - will be exactly alike.

Product photography, digital screens, and showroom and finish samples are intended as representative guides only. Lighting, surrounding colors, material availability, and the natural aging of finishes may also affect appearance. Minor variations in color, finish, texture, dimensions, and construction are normal and not considered manufacturing defects.

Does this product come in any finish or color?

Our products are not customizable and are provided in the finish(es) shown.

Do you offer COM?

We do not offer COM. Product comes in fabric and cushion as shown.

How can I find out information about new products?

To stay informed, please sign up for our email blasts. You may remove or manage your preferences at any time.

What if my product arrives with issue?

We are committed to providing thoughtful and responsive assistance whenever a concern arises. Every piece is carefully inspected before leaving our High Point, North Carolina warehouse. Once merchandise is released to the freight company, it remains in the freight company’s custody during transportation.

If damage or a shortage is discovered upon delivery, the freight company should be contacted first. Port Eliot is also available to assist with documentation, product information and communication throughout the process.

Step 1: Inspect the shipment at delivery

Before signing the freight company’s delivery receipt:

• Confirm that the correct number of cartons has been delivered.
• Inspect every carton for punctures, crushed corners, tears, moisture or other visible irregularities.
• Clearly describe any visible damage or shortage on the delivery receipt before signing it.
• Photograph any damaged carton before it is moved or unpacked.
• Retain a copy of the signed delivery receipt.

A general notation such as “subject to inspection” may not adequately document visible damage. Please be as specific as possible when describing the condition of the shipment.

Step 2: Unpack and inspect within five days

All merchandise must be fully unpacked and inspected within five (5) calendar days of receipt. Please examine the complete piece, including all sides, doors, drawers, shelves, hardware and other functional components.

Dealers and receiving warehouses are responsible for completing this inspection and properly “deluxing” merchandise before final delivery to the end customer. Merchandise should not be delivered to the customer in its original carton without first being unpacked and inspected.

Any concealed damage or product-related concern should be reported promptly to the freight company and communicated to Port Eliot within the five-day period.

Step 3: Contact the freight company and file a claim

Any damage or shortage that may have occurred during transportation must first be reported directly to the freight company that delivered the merchandise. The freight company is responsible for opening, reviewing and determining the outcome of the freight claim.

Carrier reporting requirements and deadlines may vary. Please contact the freight company immediately and follow its instructions for filing the claim. Be prepared to provide the delivery receipt, bill of lading or PRO number, photographs and any other documentation the freight company requests.

Whenever possible, please include Port Eliot on communications with the freight company so that we can remain informed and assist as needed.

Step 4: Notify Port Eliot

After contacting the freight company, please click HERE to complete Port Eliot’s Product Issue Notification Form. This notification allows Port Eliot to internally document the issue, identify the item and production information, assist with product-specific questions and follow the matter through resolution. Submitting this form to Port Eliot does not open or replace a freight claim with the transportation company.

Please provide:

• The freight company’s name
• The freight claim number, if available
• The Port Eliot order or invoice number
• The item number
• The delivery date
• The bill of lading or PRO number
• A description of the concern
• A copy of the delivery receipt, when applicable

Please also include photographs of:

• The complete item
• The specific area of concern, both close-up and from a wider perspective
• All sides of the shipping carton
• Any visible carton damage
• The interior packaging and protective materials
• The shipping label
• The Port Eliot quality-control label or sticker, when present

Step 5: Retain the merchandise and packaging

Please retain the merchandise, carton and all original packaging materials until the freight company confirms that the claim has been resolved and no inspection is required.

Discarded packaging or incomplete documentation may affect the freight company’s ability to evaluate the claim.

Step 6: Do not alter or dispose of the merchandise

Please do not clean, touch up, repair, refinish, return or discard the merchandise without written authorization from the freight company and, when applicable, Port Eliot. Unauthorized work or disposal may affect the freight claim.

Step 7: Claim review and resolution

Depending on the circumstances and the freight company’s determination, a resolution may include cleaning, adjustment, touch-up, professional repair, replacement parts, replacement of the item, return, credit or another appropriate remedy.

The freight company will review and determine the outcome of claims involving damage or shortages that occurred during transportation. Port Eliot does not accept or deny freight claims but will provide reasonable assistance, documentation and product information when requested.

If the freight company determines that the concern is not transportation-related, Port Eliot will review the product information and documentation to help determine the appropriate next steps.

A note about handcrafted furniture

Port Eliot furniture is individually handcrafted and hand-finished using natural materials. Variations in wood grain, color, texture, sheen, distressing, dimensions and other hand-applied details may occur between individual pieces, finish samples, photography and production runs. These natural and artisanal characteristics contribute to the individuality of each piece and, on their own, are not considered manufacturing defects.

Our goal is to stand behind the quality and craftsmanship of our furniture while serving as a helpful and responsive partner throughout the process.