Yes, you can log in to our system and cancel the work order online instead of contacting us by email or phone.

The installation timeline depends on part availability and technician coverage:

• If the part is available at the West or East Distributor Station, and the station covers a local technician, the technician can book an appointment with the customer right away.
• If the part is not available at a distributor station, we will first ship it from our warehouse to the technician, which takes about a week. Once received, the technician will then schedule the installation with the customer.

Once a new work order is created, our system will automatically send the customer a link to book an appointment via email or text message within 24 hours.

If the customer does not respond within one business day, our call center will follow up with a live phone call to assist with scheduling.

If we cannot reach the customer after multiple attempts, we will place the work order on pending status:

1. First attempt: An automated email and text message is sent to the customer with a booking link.
2. Follow-up: If there is no response, we make two live call attempts to reach the customer.
3. Pending status: If the customer remains unreachable, we mark the case as pending and send a case pending notification to our client.

We only carry standard parts such as motors, switches, mechanisms, and release cables, as well as universal parts like cardboard, dust covers, and connectors.

We do not carry specific parts like sofa legs, drawer tracks, or knobs.

For a full list of the parts we supply, please visit our About page.

The goal of the information request function is to prevent misunderstandings and ensure all information is aligned.

In the past, for example, you asked us for the labor rate to fix a sofa. After agreeing on the cost and the customer confirming the repair, you sent us a work order. However, it lacked the detailed photos and the quotation we previously sent, as you thought all the information had already been provided. This made it difficult for us to link the work order to the prior communication.

By following the information request workflow, we can avoid this issue and ensure a more efficient and accurate process for everyone involved.

Click here to learn how to make an information request