FAQ

Absolutely! We are open for locals to come in and do business with us. Come by to see the factory at 1318 West G Street, Elizabethton, TN 37643, and discuss your order and outdoor cushion needs. If you're not in the Tri-Cities or East Tennessee, please feel free to call or email us. 

(423) 512-0671

occ.nickholder@gmail.com

Hours vary during the year. During the On-Season, Spring to Fall, our hours are Monday - Friday 9:00 AM - 5:00 PM. The Off-Season, Fall to the beginning of Spring, hours are Tuesday - Thursday 9:00 AM to 4:00 PM (closed on Mondays). Please note that these hours are for customer service and factory visitations, not our actual manufacturing hours.

We manufacture all of our cushions right here in Tennessee. Making our products in the United States of America is one of our proudest qualities. Made in the USA! 

We have over 250 fabric choices in stock at the factory. You are more than welcome to drop in and browse the collection. We also have them available to view virtually on our Fabrics page. 

Yes, you can choose the fabric swatches that you want from any selection. If you confirm a cushion purchase from Outdoor Custom Cushions, we will deduct the value of your fabric swatches from the total value of your purchase. You can view fabric swatches on our Fabrics page. 

First, you must select a fabric to start the quote process. Then, we prefer to receive pictures of the cushions we are replacing, the dimensions of the cushions (W x L x H), and the exact specifications of your cushion order. This will help us determine the correct pricing for your quote. To learn more about custom cushion orders and submit a quote request on our website, you can visit our Customized Cushions page and submit a Quote Request Form there. 

To request a Custom Quote directly from our team, you can send the information above to occ.nickholder@gmail.com or call us at (423) 512-0671. 

YES! We ask that you send the cushion with fill, if possible. This allows us to verify different dimensions that may not be noticeable otherwise. There is a $25.00 pattern fee per cushion. Since most cushions have different angles, corners, curves, and other variables, disassembling the cushion provides us with an accurate cushion template. Cushions sent to us will not be returned since we have to disassemble the cushion to create the custom patterns required for your custom order. 

Please do NOT send drawings with dimensions. We need a hand-made template (made with cardboard or thick construction paper) in order to guarantee your cushions meet your specifications exactly. You will need to determine the fabric and the thickness you desire, ties or no ties, welt or no welt, etc. You can send templates to Outdoor Custom Cushions 1318 West G Street, Elizabethton, TN 37643 or email them to occ.nickholder@gmail.com

Yes, of course! You can provide order notes under the 'Order Notes' section during the checkout process. Using the “Order Notes” you can choose to specify any alterations, zipper and tie placements, or any other specifications you would like. You can also input any delivery instructions like hold delivery date, deliver on side porch, and so on.

We only use the highest-quality filling in our cushions. The fiber is 100% virgin fiber made from recycled thermal bonded PET (made from plastic bottles). The inset is curbside recyclable for this reason. This cushion filling is green, sustainable, and natural, meeting the highest quality control standards. Our filling is not treated with any chemicals.

This is more about personal preference and the amount of use you expect the cushions to endure. If you have folding chairs, dining chairs, or even rocking chairs, these cushions are approximately 2” thick (in inches). 

For cushions you expect to be used frequently, such as bench cushions and similar larger cushions, we would typically recommend a 3” - 4” thickness (in inches). 

Our standard cushion thickness is 5" inches thick, which provides a higher level of comfort and increased durability. If you prefer, we can also do 6” thickness, which is the maximum thickness we can provide on any cushion. 

Yes. Welting is an option on all custom-made cushions. Welting is a type of trimming that is sewn into the edges of the cushion, which hides the seams. Welting can be made in either the same fabric or contrasting fabric colors, providing an elegant-looking cushion with a more durable stitch that stands the test of time.

It depends on how much you will use your cushions. If you anticipate a lot of usage, you will want ties. We normally place the ties in the back corners, top/bottom of a back cushion, at the break of a cushion, or anywhere else the customer requests. The standard tie length is 13” (inches), and the velcro tie standard length is 4” (inches). If you would like to change the location of the ties or the length of them, please make this known in the “Order Notes” section when checking out.

All cushions and pillows have zippers. Having zippers in the cushions and pillows allows the customers to easily clean, maintain, and effortlessly exchange the cushion filling.

With proper maintenance and storage, cushions can last up to 7 - 10 years. Harsh environments, rough usage, and improper storage will shorten the lifespan of the cushions dramatically. If you have questions about maintenance and storage, Contact Us.

All orders are shipped within 4 to 6 weeks of making a purchase. These production times could vary depending on the season. Things that could cause orders to be delayed include: 

• Fabric choices are not in stock.
• Patterns are not received.
• Delays in details we request.
• Some custom cushions require more detail than usual. 

You will be notified if any delays occur, and we will set clear expectations surrounding estimated arrival times. 

Certainly, for a 10% rush fee, we can expedite your order. This cuts lead times by half, so you will receive your order within 2 to 3 weeks, as long as the fabric choice is in stock. Once the 48-hour confirmation has passed, we place your order immediately into production. We cannot start expediting the order until all patterns/templates are at the factory, so please provide those details quickly for Customized Cushion Orders. (NOTE: We have most of those specs for the outdoor furniture sets listed in our online store. If you buy online, we will have all the info we need!) During our In-Season time, when production increases, this could hinder and increase expediting times. If you have any specific inquiries, Contact Us.

Once you have placed an order with us, we will send you a detailed confirmation of your order through email. This allows you to review, make any changes, and confirm your order. You will have 48 hours to make changes or to cancel the order before we start production. After 48 hours, your order will be placed into production, and the order will go in as is. Orders MAY NOT BE CANCELLED after production has started, and no refunds/exchanges can be issued. Special fabrics or custom-sized cushion orders may not be canceled for any reason at any time. We cannot be held responsible for shipping or any delays beyond our control.

Shipping from our factory in Tennessee, some orders can take up to 10 days, depending on where you are located in the country. Usually, orders ship and arrive within 2-3 business days (transit time, not production time). Customers will receive an email with a tracking number and a link for tracking reference. If you have any questions or concerns, please Contact Us.