Shipping & delivery

1. Before an order is accepted

We confirm the selected product and option, quantity, stock position, destination eligibility, delivery method and final price before accepting an order. A quote or an automated acknowledgement is not, by itself, an acceptance or a stock reservation. Please review the details carefully, particularly the selected color, dimensions, number of pieces and delivery address.

Supplier inventory and pricing can change. If a product cannot be supplied as described, we will explain the available alternatives before asking you to proceed. We will not substitute a different model, material, finish or quantity without your agreement. If an accepted order cannot be fulfilled, the cancellation and refund process below applies.

2. Delivery destinations and restrictions

We offer free standard shipping throughout our United States checkout delivery area, including Alaska and Hawaiʻi. Every product and every order qualifies, with no minimum purchase or coupon required.

For remote locations, PO boxes, military addresses or territories, contact us before ordering to confirm carrier access and delivery timing. We do not add a standard shipping surcharge for an accepted order. If delivery cannot be arranged, we will explain this before accepting the order or cancel and refund any payment collected. International shipping is not offered.

3. Address and contact information

Provide a complete street address, apartment or suite number, postcode, a working email address and a telephone number suitable for delivery coordination. Tell us about building access rules, loading bays, restricted delivery hours, elevators, stairs, gated entrances or any appointment requirements when requesting the quote.

Contact us immediately if information is wrong or changes. We will try to update an order before dispatch, but cannot guarantee a change after a carrier has collected it. Rerouting, storage or a second delivery attempt may carry an actual carrier charge; any proposed additional charge will be explained and agreed where required, rather than silently added.

4. Processing time and when the clock starts

The processing estimate for an in-stock item is 2–5 business days to process an accepted order. Processing covers the applicable order review, stock allocation, packing and handover to the carrier. The actual commitment will be stated in the order confirmation after the fulfillment arrangement is verified; item-specific exceptions will be disclosed before acceptance.

A processing period begins only when the order is accepted and any agreed payment and necessary order details have been received. If clarification is required, we will explain the outstanding information and the expected effect on timing. We will not use an unresolved verification request to keep an order or payment indefinitely without an update and the applicable cancellation options.

Business days are Monday through Friday, excluding applicable U.S. holidays. An enquiry received on a weekend, holiday or after a carrier’s collection window does not count as a dispatched shipment. A shipping label being created is also different from the carrier physically receiving the goods.

5. Transit estimates and delivery dates

For eligible standard deliveries within the contiguous United States, the estimated transit time is 5–10 business days after dispatch. Processing time and transit time are separate and should be considered together. The final quote or order confirmation will specify the estimate supported for your actual item and address.

Freight, remote locations, multi-carton items and specially arranged services may require a different schedule. Weather, carrier disruption, access restrictions or other events can affect arrival estimates. We will keep you informed of material changes rather than treating an estimate as permission for an unlimited delay.

Please do not arrange installers, disposal of existing furniture or a time-critical event solely around an unconfirmed delivery estimate. If you need an item by a specific date, tell us before ordering so we can confirm whether a supported service is available. No express or guaranteed-date service is included unless expressly agreed in writing.

6. Shipping charges, tax and additional services

Standard shipping is free on all orders within our United States delivery area. The shipping charge is $0 regardless of item count or order value, and no coupon is needed. The complete item subtotal and any applicable tax are disclosed before you authorize payment.

Free shipping covers standard delivery. Optional services such as room-of-choice delivery, assembly or packaging removal are not included unless expressly stated. Any separately requested service and its cost must be agreed before it is provided. We do not add undisclosed standard shipping or handling charges after an order is accepted.

Return transport and special redelivery arrangements are governed by the relevant sections of this policy and our Returns & exchanges policy.

7. Standard parcel delivery

Items suitable for parcel networks may arrive by a tracked parcel carrier. The delivery point depends on the agreed carrier service and address; an apartment lobby, reception area or accessible doorstep may be used where that service permits. If a signature, named recipient or special handling is required, it must be confirmed before dispatch.

Please arrange a safe and accessible place to receive the parcel and monitor the tracking updates. Do not instruct a carrier to leave goods in an unsafe or unauthorized location. A carrier’s delivery scan is relevant evidence, but an unfamiliar scan or a delivery you cannot locate should be reported so we can investigate rather than automatically treating it as resolved.

8. Freight, curbside and threshold delivery

Large, heavy or palletized furniture may require freight rather than parcel delivery. The quote will identify whether delivery is curbside, threshold or another specifically arranged service. Curbside generally means an accessible location near the street; threshold means an agreed accessible entrance. Neither should be read as room-of-choice delivery or assembly unless that service is expressly included.

Freight deliveries may require an appointment and a person authorized to receive and inspect the shipment. A carrier may contact you directly using the details provided for the order. Please check carton count and visible condition before signing where the service allows, and record any obvious shortage or damage on the delivery paperwork.

Do not assume the driver can carry furniture upstairs, remove doors, unpack the item, take away a pallet or dispose of an old item. These services and any access or handling limitations must be agreed in advance. We do not recommend attempting an unsafe lift or accepting a delivery method that the receiving location cannot accommodate.

9. Measure the space and plan access

Before ordering, compare the item and packaged dimensions with the entire delivery route: entryways, corridor turns, stair landings, elevator doors and the final room. Check whether legs or other parts arrive separately and whether assembly is required. Product dimensions and carton dimensions are different; ask us for the missing measurement if it affects access.

Tell us if the building needs insurance documentation, a delivery reservation, a loading permit or a service elevator. We will confirm whether the carrier can meet those conditions. If a correctly described item cannot enter the premises because of an undisclosed access limitation, we will discuss the applicable redelivery, storage, cancellation or return options and any actual, lawful costs.

10. Multiple items, split shipments and missing cartons

An order can be supplied in separate shipments or from different fulfillment locations. A single furniture item can also require more than one carton. Cartons may arrive on different days and may have different tracking references. Where available, the dispatch information will identify the shipment contents and expected carton count.

If only part of an item arrives, retain the packaging and contact us with the order reference, delivered carton labels and tracking details. Do not assume parts are missing until the expected carton count has been checked, but tell us promptly if tracking indicates completion and a carton is absent. Do not assemble an item that cannot be assembled safely with the parts received.

11. Dispatch confirmation and tracking

When tracking is available, dispatch details will be sent to the email address associated with the order. Carrier tracking may take time to show a first acceptance scan after a label is created. A label notification alone should not be treated as proof that the carrier has possession of the item.

Check spam or junk folders if you are expecting a message, and contact support@kaimiloahome.com if the reference is missing or does not relate to your shipment. Tell us if tracking has stopped moving beyond the agreed estimate or shows an unexpected exception. We will use the carrier and fulfillment records to investigate and provide the next steps.

12. Backorders, preorders and made-to-order items

An item that is not ready to ship must be identified before the order is accepted. The written confirmation should explain the expected production or availability period, the shipment estimate and any product-specific cancellation conditions. We will not describe an item as in stock simply because it appears in a supplier catalog.

Made-to-order production or a backorder does not remove applicable rights regarding shipment representations, delay notices or refunds. If a schedule changes, we will explain the revised position and obtain any consent required to continue. We will not supply a substitute product or change a selected finish without your approval.

13. Shipping delays and your cancellation choice

If we learn that we cannot ship within the period agreed for an accepted order, we will notify you promptly, explain the revised shipment date when we can reasonably provide one, and give you the option to accept the delay or cancel the unshipped goods for a full and prompt refund. If the revised date is unknown, we will say so and explain the reason rather than invent a delivery commitment.

If you do not wish to wait, contact us using the cancellation route in the notice. If we cannot obtain any consent required to keep the order open, or we decide the goods cannot be supplied, we will cancel the affected unshipped order and refund the money paid for it, including applicable unperformed delivery charges and refundable tax. You will not be required to accept store credit as the sole remedy for an order we cannot ship.

Where applicable U.S. mail, internet or telephone order rules apply, shipment promises must have a reasonable basis; if no shipment time was stated, the applicable default rule is generally 30 days. Our routine return-inspection timetable does not delay a cancellation refund for unshipped goods. Nothing here extends a deadline or removes a remedy imposed by law.

Learn more about U.S. shipping-delay rights from the Federal Trade Commission ↗

14. Lost, undelivered or marked-delivered shipments

If tracking shows delivered but you cannot find the goods, check the delivery address, any authorized receiving area and other household or building recipients, then contact us promptly. Provide the order reference, tracking number and a short description of what you have checked. We will review the delivery evidence with the carrier and fulfillment provider.

If a shipment is confirmed lost, delivered incorrectly through our fulfillment process, or otherwise cannot be supplied as agreed, we will arrange an appropriate replacement or refund consistent with the circumstances and applicable rights. A replacement depends on availability and your agreement. We will explain what information is needed for a carrier claim and keep you informed; we do not automatically reject a claim solely because a scan says delivered.

15. Transit damage, shortages and incorrect deliveries

Inspect the packaging and visible item condition when reasonably possible. For substantial visible damage, make a note on the receipt or ask the carrier about documenting a refusal, then contact us. If a problem becomes visible only after unpacking, photograph it and retain the carton and protective materials if safe to do so.

Please report damage, shortages or a wrong item promptly, ideally within 48 hours, with the order reference and clear photographs of the item, affected area, packaging and carton labels. This requested reporting period helps an investigation and does not automatically extinguish legal rights or a claim for a defect discovered later.

Do not keep using an unsafe item or pay for an unapproved repair or return shipment. We will discuss an appropriate remedy and approved transport arrangements. The detailed process and cost responsibilities are explained in our Returns & exchanges policy.

16. Missed appointments, refusal and returned shipments

If you cannot attend an agreed freight appointment, contact the carrier and us as soon as possible. We cannot promise that a booked route can be changed at the last moment. A missed appointment, inaccessible address or failure to collect from an agreed receiving point may result in carrier storage or redelivery charges; we will explain actual charges and obtain any agreement required before further services are arranged.

A parcel or freight item returned to sender is not automatically a completed customer return or a confirmed cancellation. Contact us so we can confirm the reason, locate the goods and agree redelivery or the appropriate refund. Where the problem was our error, verified transit damage or an inability to supply, those circumstances are not treated as an ordinary customer-funded change-of-mind return.

17. Delivery support and related policies

For a delivery quote, address correction, tracking problem or shipment cancellation, email support@kaimiloahome.com or call +1 (808) 301-7868. Include your order reference or store SKU and destination postcode. Do not send full payment card details. Our Contact page can also prepare an enquiry email for you to review and send.

Kaimiloa Home is operated by Caleb Kaimiloa Trading LLC. Business correspondence: 68-090 Au St Apt 511E, Waialua, HI 96791, United States. This address is not a showroom, a stated dispatch warehouse or an automatic return destination. Read this policy with our Returns & exchanges and Terms of service pages. Changes to these terms will not retroactively reduce rights agreed for an accepted order.