Materials & Finishes
Do you offer custom colors?
Yes! Custom colors are available for an additional charge.
What is Ipe? How do I care for it?
Ipe is a dense, durable hardwood common in outdoor site furnishings. If you plan to let the wood fade to its natural silver, the wood will only need to be sealed upon installation. To keep the original color, sealer should be applied annually at a minimum.
What is thermally modified wood? How do I care for it?
Thermally modified wood is treated using heat and steam to improve durability and stability. To maintain thermally modified wood, periodically clean to remove dirt and debris and apply UV-protective finishes every 1-3 years to preserve color. For more information, see our blog.
What is recycled plastic? What is the recycled content?
Recycled plastic is a durable, low-maintenance material made from post-consumer recycled content.
What is the difference between recycled plastic and enhanced recycled plastic?
Recycled Plastic: Solid color throughout the material.
Enhanced Recycled Plastic: Textured or grained surface designed to resemble natural wood.
What is the e-Steele finish?
E-Steele is a proprietary finish system designed for enhanced durability. It is a two-step process that combines an epoxy e-coat undercoat and electrostatically applied polyester topcoat to give Thomas Steele site furnishings a smooth, long-lasting finish.
Can I request material samples?
Absolutely! Complete the form here: Material Sample Request.
View more information on all Thomas Steele materials & finishes here.
Production Information & Warranty
What is the warranty?
Thomas Steele offers a 5 year warranty on finish and a 20 year structural warranty.
Will I have to assemble the product?
Most products ship unassembled. Assembly requirements vary, please confirm with your salesperson.
Does the product come with hardware?
Assembly hardware is included. Mounting hardware is not included but can be added to your order.
What is the weight limit on benches?
Bench load capacities vary by design. Please contact sales for project-specific information.
How close together can tables be placed?
Spacing depends on the table design and whether ADA compliance is required. If ADA is a concern, please reference this guide: ADA Table Guide
Which benches can accommodate plaques?
Plaques can be added to any backed bench with vertical or horizontal steel straps. Some backed benches with wood or recycled plastic slats can also have a plaque, depending on the board profile. Please contact sales to confirm compatibility.
Can tables have plaques?
Plaque placement on tables may be possible for select models. Please contact sales for custom requests.
Which bench is most comfortable?
Are your products made in the USA?
Yes, depending on the materials selected (Ipe wood excluded).
Do you offer Buy America, Build America (BABA) documentation?
Documentation can be provided after an order is placed. Please notify your salesperson at time of order if this information is required. Learn more on BABA here!
Shipping & Delivery
How will my order ship? How is it packaged?
All Thomas Steele products ship via economy freight. Most products ship unassembled. Packaging and assembly requirements vary by product, so please confirm details with your salesperson. Learn more in our blog.
Will the carrier unload the product from the truck?
Standard freight delivery does not include unloading. Shipping accessorials can be added for additional assistance.
How do I handle unplanned delivery needs?
Unplanned delivery services may require additional fees. Please review delivery requirements carefully and contact us with questions.
How is shipping and handling determined?
Shipping costs are based on product size, weight, and quantity. For an accurate estimate, please contact sales with your request - sales@madrax.com
Can I use my own shipping carrier?
Yes you can! Please communicate this with your salesperson and our customer experience team.
How are freight damages handled?
Most importantly is to mark the shipment as damaged on the paperwork. You can also refuse the shipment if damages appear significant. Contact support@madrax.com as soon as possible for assistance.
Do you offer installation services?
No, we are a manufacturer and supplier only.
For more information on accepting a Thomas Steele delivery, view our blog here!
Lead Times & Ordering
What are your lead times?
Lead times vary by product and material selection. View current lead times here.
Can orders be expedited?
All Thomas Steele products are made to order and cannot be expedited.
Do you offer discounts?
Discounts are evaluated on a project-by-project basis and may depend on quantity and material selection.
What payment options are accepted?
Check, credit card, or ACH payments are all accepted.
Can tax-exempt customers order online?
Yes. Upload your tax-exempt form during checkout or contact sales@madrax.com to place your order.
What should I do if my credit card is declined online?
- Avoid repeated attempts, waiting 10-15 minutes before retrying.
- Confirm billing address details match your card.
- Try using a Chrome browser.
Education & Resources
Can I request a Lunch and Learn?
Yes you can! We'd love to meet and chat. You can request a lunch and learn meeting here: Request Lunch and Learn
Do you offer AIA or LACES CEU presentations?
Right now, we have 2 online, at-your-pace courses hosted on AEC Daily.
Do you provide Revit or SketchUp files?
We do offer SketchUp files for all of our products. We do not have REVIT files at this time.
Still have questions or need help selecting the right products for your project?
Our team is here to help with specifications, materials, layouts, and ordering details.
Contact us for personalized support!
Call: 608-849-1080 / 800-448-7931
Email: sales@madrax.com