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Frequently Asked Questions

1)  I have this cylinder or square pack in my box.  It looks like it could be glue, but I am not sure.  What do I use it for?
2)  Several parts of my unit are damaged, I need all new parts.  May I take it back to where I purchased it?
3)  I am missing my instructions.  Can I download these from your website, or can you email them to me?
4)  How do I order a part?
5)  Why are there no labels on your parts?  Your assembly instructions are confusing.
6)  Will you send someone to assemble my unit for me?
7)  I am missing part of my product, it appears to be multiple boxes, but I only have one box.  Also, I have some items with two of the same cartons, what should I do?
8)  I want a refund.  Can I send my product back to you?
9)  Where are my parts?  When will I receive them?
10)  The glue exploded and has ruined my furniture.

1)  I have this cylinder or square pack in my box.  It looks like it could be glue, but I am not sure.  What do I use it for?

The glue is non-toxic, wood glue.  It is identified in parts listing as 22601, 22602, 22604, 22606.  You should use this for added support and strength on drawer assemblies.  It also provides extra support on wooden dowels.

 

2)  Several parts of my unit are damaged, I need all new parts.  May I take it back to where I purchased it?

We would prefer to send you the parts that you need, but we can not replace an entire unit. We have a speedy parts process. All parts are shipped within 24 hours and are typically received within 3 5 business days throughout the US.

 

3)  I am missing my instructions.  Can I download these from your website, or can you email them to me?

Please refer to the Assembly Manuals page on this site. We will be glad to e-mail the instructions to you also, if you send us an email.

 

4)  How do I order a part?

You may order a part through the Replacement Parts order form on this website, or you can contact us via email or telephone directly.

You will need the five digit model number from the front of your instruction book, the part letter or number from your assembly manual and the color of the product.

 

5)  Why are there no labels on your parts?  Your assembly instructions are confusing.

We are sorry that the parts are not currently labeled. We will take your suggestions into consideration for future product development. But we will be glad to help you through any technical and assembly issues with your product. Please call or email us.

 

6)  Will you send someone to assemble my unit for me?

You may contact National Assembly Services for rates regarding onsite assembly.  d-Scan/Tvilum will be glad to provide technical assistance.  There are trouble shooting videos found at www.tvilum-scanbirk.com, or email our support department at Helpline-us@tvilum.com

 

7)  I am missing part of my product, it appears to be multiple boxes, but I only have one box.  Also, I have some items with two of the same cartons, what should I do?

Please contact the retailer you ordered the product from.  They should be able to track your missing boxes or make arrangements to have duplicate cartons picked up.  This is not a parts issue for d-Scan/Tvilum to handle.

 

8)  I want a refund.  Can I send my product back to you?

You have to contact the retailer from whom you purchased your product regarding any refund. We will be glad to send you any replacement parts that you may need, however.

 

9)  Where are my parts?  When will I receive them?

We can provide you with a tracking number which will let you follow the progress of your parts shipment, or you can email or call us, and we will inquire for you.

 

10)  The glue exploded and has ruined my furniture.

If you may use a warm soft cloth, the glue should remove easily from your product.

 


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