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Frequently Asked Questions




When is my credit card charged?

When you place your order online, we will perform an authorization on your credit card to verify that the funds are available. This authorization may place a temporary hold on the funds while your order is being processed. The funds are withdrawn from your account once the shipment of your order is confirmed. If an order that you placed is subsequently cancelled and not shipped, any funds which were being held due to this credit card authorization should be made available to you again within 2-5 days, depending on your bank’s policies.

Please note that if you have a backordered item which has not shipped within a week of the original order placement date, we may need to re-authorize your credit card prior to the shipment of that item once it is returned to stock, to verify that the funds are still available. If your credit card is declined or has expired, we will contact you to update your payment information. We allow 10 business days with a correction or alternate payment method, we regret we will have to cancel your order.



Is my credit card information secure?

Yes, we encrypt all credit card information during transmission and storage, so that data is private and secure 




How long will it take for my items to arrive?

For standard in stock orders, out warehouse team strives to ship your purchase within 1 business day. For Standard Ground shipments, most orders are delivered within one week. We also offer 2nd Day or Next day services for faster delivery on select items.Special order item take 12-16 weeks for delivery.




What shipping carriers do you use?

We ship most orders via UPS.  Most of our furniture or larger items are shipped via Freight Best Way.  We ask that you inspect your delivery upon its arrival, and provide a signature upon receipt.  If you have any questions about how your items will be shipped and delivered, please call our Customer Care Team at (734) 250-8042 or email us at customercare@reginaandrew.com



What is the minimum opening order?

There is no minimum opening order for active customers of Regina Andrew Design.




Can anybody buy directly from Regina Andrew Design?

Only qualified retailers can buy direct at either Wholesale or Dealer pricing.




What is the difference between Wholesale and Dealer pricing?

Wholesale is our entry level pricing solution for any qualified retailer. Dealer pricing is granted to customers who are approved by Regina-Andrew Design.




Does Regina Andrew Design have an UMAP policy?

Only pre-qualified e-commerce customers have permission to sell products online under our UMAP Policy.




How do customers request product images, logo’s etc.?

Images and logos are provided by the RAD marketing team after approval and completion of the “Digital Media Request” form. This form can be obtained by email: marketing@reginaandrew.com 




What do the icons mean on certain items?

 - All RAD lighting products are CSA/UL Dry Certified for both Canada and the United States.
 - The item is complient with the American with Disabilities Act.
 - The item contains Natural Materials that may have irregularities between products and should not be considered a defect. Please see our Brand Guidelines for our list of natural material disclaimers or contact customercare@reginaandrew.com for any further questions or concerns. We do not accept requests to hand select a specific color or style variation, or hand select a "matching pair" of our products made with Natural Materials.
 - The item is crafted with reclaimed materials and not guaranteed to look exactly like the photo. Variations in color, texture and shading are inherent to the beauty of the materials used and are not sonsidered a defect.
 - The item is special ordered. Production time can be 12 to 16 weeks after the order was placed. 50% deposit may be required by Customer Care.
 - The item is only available to ship via freight. Freight charges vary between 15% to 20% depending on your order size. Additional fees may apply if a Lift Gate is needed or if going to a Residential Address.
 - The item is an oversized package. For orders shipping via ground service, an additional $90 Large Package fee (per item) will be added to the shipping cost when the order is confirmed.
 - The item was assembled by our "Live from Detroit" skilled craftsman near Detroit, Michigan.



Are your Zinc Tables Food Safe? 

Our Zinc top tables are made from 99.6% pure zinc, they are food safe and they will not flake. Even though it is a safe material for use in the kitchen, we recommend a chopping block for cutting and food prep.




How can I get a hold of a real person or have a question answered?

To receive a personal response via email, please contact customercare@reginaandrew.com If you have a question that we did not address and would like to speak to a Customer Care representative, please call 734.250.8042 between the hours of 8:30 am – 5 pm EST.




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Care Instructions



Acrylic

Never use window or glass cleaner, ammonia products, or other chemical sprays on acrylic. Wipe with a clean, damp, non-abrasive cloth.



Antiqued Glass

Wipe delicately with a soft, damp, lint-free cloth as needed. Avoid using harsh or abrasive cleaners.



Bone

Use non-absorbent coasters to protect surface. Wipe occasionally with a soft, lightly damp, lint free cloth. Finish with a dry cloth. Avoid using harsh or abrasive cleaners.



CERAMIC

Wipe occasionally with a soft, damp, lint-free cloth. Finish with a dry cloth. Avoid using harsh or abrasive cleaners.



Cotton/Canvas

Spot-clean with a soft-bristled toothbrush to preserve color. Avoid using harsh or abrasive cleaners.



Glass

Apply a simple glass cleaner directly to a soft, lint-free cloth as needed. Avoid getting chemicals on surrounding materials.



Hide

Dust off regularly. Spot-clean only when necessary with a mild, non-alkaline soapy solution. Do not leave it in exposed sunlight as it can cause the edges to roll up. Avoid using harsh or abrasive cleaners.



Linen

We recommend dry-cleaning this item to help retain its color and integrity. Spot-clean with a saltwater solution when necessary, though avoid using harsh chemicals.



Marble

Use non-absorbent coasters to protect surface. Wipe occasionally with a soft, damp, lint-free cloth. Finish with a dry cloth. Avoid using harsh or abrasive cleaners.



Metal

Use non-absorbent coasters to protect surface. Wipe occasionally with a soft, damp, lint-free cloth. Finish with a dry cloth. Avoid using harsh chemicals or abrasive fabrics.



Natural Fibers (jute, rattan, stick wicker, etc.)

Wipe with a lightly soft, damp, lint-free cloth only. Avoid using harsh or abrasive cleaners.



Resin

Wipe with a solution of warm water and dish soap using a soft, lint-free cloth. Wipe the soap away with a damp cloth and dry completely to avoid water stains.



Wood

Use non-absorbent coasters to protect surface. Dust often with a soft, lint-free cloth. Avoid saturating wood. Wipe with a slightly damp cloth to remove loose particles and dust. When necessary, use a mild soap and water to clean surfaces and finish with a dry cloth immediately. Avoid using furniture polish and any harsh or abrasive cleaners.



Zinc

Use non-absorbent coasters to protect surface. Clean with a soft non-abrasive cloth dampened with water. Apply a layer of zinc-safe wax polish as needed. Avoid using harsh or abrasive cleaners.



Natural Fibers (jute, rattan, stick wicker, etc.)

Wipe with a lightly soft, damp, lint-free cloth only. Avoid using harsh or abrasive cleaners.



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Are there any other questions that we haven't answered?  

For questions we haven't answered, or information we haven't provided, please contact us at customercare@reginaandrew.com. We welcome your comments and suggestions, and thank you for shopping with us!