Question 1

What are the expected milestones for the fixtures, graphics and trim?

Accepted Answer

The timing of the following items are dependent on your individual build. All the forms listed can be found on this portal in the “Forms” section.
	• Receive a welcome email with the link to this portal as well as a PDF of the 		 		
	New Customer Form to allow De-sl to set you up as a customer.
	• You will submit the completed and signed PDF through the “Customer Form 			
	Submission” link in the “Forms” section of this portal.
	• Be sure to reference the Invoice # when submitting your invoice
	• De-sl to send you a deposit invoice
	• Payment of this invoice is needed before the 8-week production schedule 
	starts on your fixtures.
	• This date cannot be sooner than 8 weeks from the receipt of your deposit.
	• Submit “Trim and Graphics Review” Form.
	• Receive your final invoice from De-sl
	• Payment of this invoice is needed before fixtures and graphics are shipped.

Question 2

Is rust on the fixtures and trim normal?

Accepted Answer

All fixtures and trim are rustic by design. Some visible rust is expected but has been sealed in the production process. You should not experience additional rust through normal use.

Question 3

Who do we contact if we have questions about the fixture and trim installation?

Accepted Answer

An installation guide PDF and installation videos have been provided in the “Install References” section of this website. If you have any additional questions, please submit them through the “Request Information” form. We will respond within 24 business hours.

Question 4

Can we return any fixtures we don’t want or think are necessary?

Accepted Answer

We do not accept returns on fixtures. All orders are final once shipped. You should receive your order details and the layout approved by HteaO. We ship based on this approved order. Extra shelves are included and should be kept for potential changes in merchandising as directed by HteaO.

Question 5

What do I do if I’m missing fixtures or something arrives damaged?

Accepted Answer

When you receive your fixtures, be sure to check them against the packing lists to make sure everything is accounted for. If any items arrive damaged, you will need to report it the same day the items were received. If you are missing any items you will need to report it within 24 hours of receipt.  Please submit any Missing or Damaged items through the “Missing/ Damaged Items” form. 
	• For missing items: please include a picture of the packing slip with any 
	missing items clearly marked.
	•For damaged items: please include pictures of any damaged items as well as 
	a picture of the packing slip with the delivery driver’s signature.

Question 6

What can I expect when my fixtures and trim are delivered?

Accepted Answer

You will receive two (2) shipments. Please be sure that all delivered items can be moved into a dry safe area (Connex or in-house)
	•First shipment includes your trim and aluminate.  
	•Second shipment will include your fixtures and graphics.

de-sl | HTeaO Portal

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