Frequently Asked Questions

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.

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.

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.

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.

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.

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.