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FAQ - Bespoke Service
How do I create bespoke products?
To get started, email our team at info@pentahospitality.com with a project brief outlining your vision, requirements, and scope. Our team will review your inquiry and arrange an initial consultation to discuss your project in greater detail.
Following the consultation, we will prepare a tailored Design and Sampling Fee proposal based on your project's specific needs.
What is the Design and Sampling Fee?
Our Design and Sampling Fee is tailored to the scope and requirements of each bespoke project.
The fee covers our dedicated design and sourcing expertise, including Schematic Design and Design Development, with one round of revisions at each stage. It also includes the production of one physical sample per SKU.
As each project is unique, fees vary depending on design complexity, materials, and sampling requirements. An estimated project timeline can also be provided upon request.
Please note: The Design and Sampling Fee does not include bulk production, procurement, freight, or logistics services. These are quoted separately based on the approved designs, order quantities, and project requirements.
Does Penta Hospitality offer design-only services, or can you manage sourcing and procurement as well?
Penta Hospitality offers both Design & Development and Design, Sourcing & Procurement services, allowing you to select the level of support that best suits your project.
Our Design & Development services include a comprehensive Design Package, physical samples, product pricing, and estimated production lead times.
For clients seeking a more comprehensive solution, our team can also oversee sourcing, procurement, and logistics, providing continuity from concept development through delivery.
How long does the bespoke process take?
Our bespoke process is divided into two primary phases, with timelines dependent on product complexity, quantities, and overall project scope.
Phase 1: Schematic Design
Initial design concepts are typically presented within 2–3 weeks of receiving the design deposit. This phase includes one round of revisions, generally completed within two weeks.
Once the design direction is approved, the remaining Design and Sampling Fee balance is due before proceeding to Design Development.
Phase 2: Design Development
Design Development typically takes 4–16 weeks, depending on the nature and complexity of the products. During this phase, clients receive physical samples, product pricing, and estimated production lead times.
One round of revisions is included, with a typical turnaround of two weeks.
All timelines are estimates and may vary based on project requirements, supplier availability, and the complexity of requested changes. Additional revisions beyond those included in the proposal are subject to supplementary fees and extended timelines.
Production and delivery timelines are established separately once final designs, quantities, and procurement arrangements are confirmed.
What is the minimum order quantity for bespoke products?
Minimum Order Quantities (MOQs) vary depending on the product category, materials, manufacturing techniques, and supplier requirements.
As we collaborate with a network of international manufacturers and artisans, we evaluate minimum quantities on a project-by-project basis.
Our team can advise on applicable MOQs during the consultation and design development process, helping you identify suitable production options for your project's needs.
FAQ - Online Collection
Where can I view Penta Hospitality products?
While we do not currently operate a physical showroom, fabric samples from our soft goods collection are available upon request, allowing you to experience the materials firsthand before placing an order.
For clients seeking bespoke products, we offer a dedicated Design & Development service that includes physical samples for approval. Please visit our Bespoke Collection page to learn more.
How do I request fabric samples?
We are happy to provide up to four complimentary fabric samples from our collection.
Simply email info@pentahospitality.com with your selections and shipping information, and our team will assist with your request.
How do I place an order?
Our collection of soft goods and accessories can be purchased directly through our website. Once your order is placed, you will receive an email confirmation with your order details. Please review these carefully to ensure accuracy.
Trade orders are processed directly through our team. To place a trade order or request assistance, contact info@pentahospitality.com.
How can I join the Trade Program?
Our Trade Program is designed for established professionals in hospitality, interior design, architecture, and related industries.
Eligible members receive exclusive trade pricing and dedicated support from our team.
To apply, complete the application form on our Trade Program page or email info@pentahospitality.com with your business information and professional credentials, such as a business card, business license, or resale certificate.
How long is a quotation valid?
All quotations are valid for 30 days from the date of issue. Pricing and availability are subject to confirmation after this period.
Is a deposit required?
Orders placed directly through our website require payment in full at checkout.
For trade orders coordinated through our team, a 60% deposit is required to initiate the order, with the remaining 40% balance due prior to shipment.
Can I pay by check or wire transfer?
Yes. We accept payment by check or wire transfer for orders arranged through our team. Payment must be received in full before the order is processed, unless otherwise agreed upon under our trade payment terms.
For assistance with alternative payment arrangements, please contact info@pentahospitality.com.
Will my product look exactly as pictured?
We celebrate the natural character of the materials used in our collections. Variations in color, texture, veining, wood grain, and other material characteristics are inherent to these products and contribute to their individuality.
While we make every effort to represent our products accurately, slight differences between the images shown online and the finished pieces should be expected.
Do you accept returns or exchanges?
Return and exchange eligibility depends on the product and whether it is made to order or part of our stocked collection.
Please review our Returns & Exchanges Policy before purchasing or contact info@pentahospitality.com for assistance.
FAQ - Shipping & Delivery
When can I expect my order?
Our standard production lead time is approximately 10–12 weeks, unless otherwise specified on the product page or order confirmation.
Production lead times do not include packaging, transit, or final delivery. Our team will provide additional shipping information as your order approaches completion.
Where does Penta Hospitality ship?
We ship throughout the continental United States, as well as Hawaii, Canada, and Mexico.
Orders shipping to Hawaii, Canada, or Mexico require a custom shipping quotation and cannot currently be processed directly through our website.
Additional international destinations may be accommodated upon request. Please contact info@pentahospitality.com to discuss availability and shipping arrangements.
What shipping methods are available?
Our standard shipping method for most domestic orders is curbside delivery. White glove delivery is available in select locations, including much of California.
Shipping methods vary based on the product, order size, and destination. Our team can assist in selecting the most suitable delivery arrangement.
What is included in curbside delivery?
Curbside delivery includes transportation of your order to the designated delivery point outside the property.
Unpacking, assembly, placement inside the property, and removal of packaging materials are not included.
Products are carefully packaged to protect them during transit and may require appropriate tools for unpacking.
What is included in white glove delivery?
Our white glove service offers a more comprehensive delivery experience, including placement of your order in the designated room, unpacking, and removal of packaging materials.
To ensure a smooth delivery, clients are asked to provide relevant access details, including stairways, elevators, door dimensions, and any site-specific restrictions, prior to scheduling.
Can I request an alternative shipping method?
Yes. Alternative delivery arrangements, including parcel shipping for eligible items and white glove services, may be available depending on product dimensions, quantities, and destination.
Contact info@pentahospitality.com for available options and a custom shipping quotation.
Can I combine multiple orders into one shipment?
Orders placed within two weeks of one another may be eligible for consolidated shipping, subject to production schedules and product compatibility.
Consolidation fees may apply. Please contact our team to coordinate your request.
How will I be notified when my order is ready?
Once your order is ready for shipment, our Logistics Team will contact you by email or phone to confirm the delivery address, shipping arrangements, and any outstanding balance.
Following dispatch, tracking details and estimated delivery information will be provided by email, where available.
Please ensure your contact information is accurate when placing your order.
How long does shipping take?
Once production is complete and the order is approved for dispatch, packaging and shipment preparation typically require 2–4 business days, where applicable.
Estimated curbside transit times vary by destination:
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California, outside our local delivery service areas: 1–2 business days
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Midwest: 3–4 business days
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Southern United States: 3–6 business days
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East Coast: 5–6 business days
White glove deliveries may require an additional 4–5 business days beyond standard transit estimates, unless otherwise specified.
Within California, white glove delivery is our standard service for many locations. Delivery schedules vary by region, with Orange County, San Diego, and Northern California generally serviced on alternating Fridays.
All transit times are estimates and may vary due to carrier schedules, destination accessibility, and unforeseen delays.
What if my order is delayed or missing in transit?
If your shipment is delayed, tracking information is unavailable, or your order appears to be missing, please contact our Logistics Team at info@pentahospitality.com or (310) 890-5240.
We will work with the shipping provider to investigate and advise on the next steps.
What should I do if my order arrives damaged?
Please inspect all items and packaging carefully at the time of delivery.
If any damage or discrepancies are identified, document the condition with photographs and clearly note the issue on the Bill of Lading (BOL) or delivery receipt before signing. If the damage is substantial, please contact our team for guidance before accepting delivery.
Any visible shipping damage should be reported to our Logistics Team within 24–48 hours of receipt at info@pentahospitality.com or (310) 890-5240.
Please retain all original packaging until your claim has been reviewed.
A signed delivery receipt without noted damage may affect the ability to pursue a freight claim.
Can Penta Hospitality store my order before delivery?
We offer up to 30 days of complimentary storage once your order is ready for shipment.
If delivery is postponed beyond this period, the following storage charges apply:
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Days 31–60: An additional 10% of the total furniture cost
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Days 61–90: An additional 15% of the total furniture cost
Orders held beyond 90 days may be subject to additional fees or cancellation at Penta Hospitality's discretion, in accordance with the applicable purchase terms.
Please contact our team in advance if your project requires extended storage arrangements.
What are your warranty terms?
Our products are crafted with careful attention to materials and workmanship. Natural variations in color, texture, and finish are expected characteristics and are not considered manufacturing defects.
For made-to-order pieces, we do not currently offer a standard product warranty. However, if you experience an issue related to faulty craftsmanship within 60 days of delivery, please contact our team with a description and supporting photographs.
Each concern will be reviewed individually, and we will work to identify an appropriate resolution, including repair where feasible.
Returns or repairs must be authorized by Penta Hospitality before any product is shipped back to us.