What to Expect When You Order Custom Furniture
If you've only ever bought furniture from a retail floor or online, the custom-order process feels unfamiliar at first. There's no "add to cart." The piece you order doesn't exist yet. And you're going to wait six to eight weeks before you see it.
For most customers, that wait turns out to be completely worth it. But it helps to know what you're getting into. Here's exactly what the process looks like at The Sofa Store.
Step 1: The Showroom Visit
Everything starts in person. This isn't a formality — the showroom visit is where the actual work happens.
When you come in, our team will ask you about the room: dimensions, flooring, existing pieces you're keeping, how the room gets used, and who uses it. From there, we narrow down which frames work for your space and your life. You'll sit in the pieces that make sense, feel the difference between seat depths and cushion fills, and start to understand what you actually want versus what you thought you wanted.
Once you've found the right frame, we move to fabric and leather selection. This is where over 1,000 options either feels overwhelming or feels exciting, depending on how you approach it. Our team will narrow it down to three or four realistic candidates based on your household, your style, and your durability requirements. We pull the physical swatches and drape them over the frame you're ordering — so you're seeing the actual result, not a digital rendering.
What to bring: your room dimensions, photos of the space on your phone, and any fabric or color references you've collected. None of these are required — but they help move things along.
Step 2: Placing the Order
Once you've made your selections, we place the order directly with the manufacturer — Bassett or Palliser, depending on what you're ordering. At that point you'll receive:
A confirmation of exactly what was ordered — frame, configuration, fabric or leather, cushion fill, leg finish, and any other specifications. Review this carefully. Changes after an order is placed are difficult and sometimes impossible once production has started.
A firm lead time. For both Bassett and Palliser, this is typically 6 to 8 weeks from the order date. Some configurations and fabrics ship faster; certain custom options or high-demand pieces can run slightly longer. We'll give you an honest estimate at the time of purchase.
A deposit is typically required at the time of order.
Step 3: The Wait
This is the part that's different from buying off a retail floor. Your piece is being built — cut, sewn, assembled, and finished to your specifications at the manufacturer's facility. It doesn't exist in a warehouse somewhere waiting to be pulled.
Most customers find the wait easier than they expected once they know exactly what's coming. If you have questions during the production window, call us and we'll check on status.
Step 4: Delivery
When your piece is ready, we'll contact you to schedule delivery. Our team brings the furniture into your home, places it exactly where you want it, and removes all packaging before leaving. You don't carry anything.
Before delivery day, it's worth confirming that the piece can get from your front door to the destination room. The most common surprise is a doorway, hallway turn, or staircase that's tighter than expected. If you have any concerns about access, let us know before delivery — some configurations can be ordered in smaller sections that are assembled on-site.
Our blog post on how to measure for furniture delivery covers exactly what to check.
What Makes It Worth It
The finished product is a piece of furniture built to your exact specifications, in the fabric or leather you chose, in the configuration that fits your room. Not the closest available option. Not something you'll spend the next five years wishing were slightly different.
That's the honest case for custom order. It takes longer and requires more decisions upfront. But you end up with the right piece — and most of our customers come back for the next one.
We're at 1125 Cromwell Bridge Rd in Towson, Monday through Saturday 11AM–7PM and Sunday 12–5PM.
