Shipping and Delivery Policy

Preparing for Delivery

• It is the customer’s responsibility to ensure that all furniture will fit in the intended room and can be safely moved through doorways, stairways, elevators, and hallways. Deliveries cannot be refused if an item does not fit through an entryway.

• The intended room must be prepared in advance and cleared of any existing furniture or belongings. Delivery teams are not permitted to move or dispose of existing items.

Scheduling Delivery

• All James & James furniture is handcrafted to order, with an estimated production time of 6–8 weeks.

• Once completed, your order typically takes 10–15 business days to arrive at the nearest delivery terminal, though transit times may vary by location and season. Customers located in rural areas may experience longer transit or scheduling times based on carrier coverage and routing.

• When your shipment reaches the local terminal, the delivery carrier will contact you by text or email to schedule your delivery appointment. Available appointment times depend on the carrier’s route and scheduling capacity, and they will make every effort to deliver your order as soon as possible. Transit times may be extended during the holiday season due to increased shipping volumes.

• Once an order is in transit, any change to the delivery address may cause delays and may result in a reconsignment fee. These fees are set by the carrier and must be paid before delivery can be completed.

Delivery Day

• Delivery windows may span several hours. Please ensure someone is available to receive the shipment at any time within the provided window. The carrier will supply this window approximately 24 hours in advance.

• The carrier will contact you about 30 minutes prior to arrival via text and/or phone call.

• If you are not present during your scheduled delivery window, or if you cancel within 48 hours, additional white-glove delivery fees will apply to reschedule. These fees are based on the white-glove tier purchased with your order.

• If you are not present to accept the delivery and cannot promptly reschedule a new appointment, the carrier may charge storage fees to hold your order as well as redelivery fees.

• Any delivery-address changes after an order is in transit may cause delays and incur a reconsignment fee, which must be paid before delivery can proceed.

• Please carefully inspect your entire order at the time of delivery, including all pieces even if they were not assembled by the White Glove Delivery team, and document any damage before signing the Proof of Delivery slip. The driver is required to remain onsite until you have fully completed your inspection and signed the slip. If you notice any damage, you must write it directly on the delivery slip, as we cannot assist with repair or replacement if the damage is not noted at that time. Please also take clear photos of any damage and include them in an email to our care team so we can assist you promptly.

• If the delivery team offers to take a damaged item back for repair, you are welcome to decline the damaged piece. This allows our technicians to review it and determine the best solution. Under the James & James warranty, we will first attempt a repair. If a repair is not possible, our carpenters will decide whether a rebuild is necessary. Once an item arrives back at the terminal, our technicians may take up to two weeks to complete the repair.

• After the delivery team leaves, please contact care@jamesandjamesfurniture.com so we can guide you through the next steps.

Rates are applied to the order subtotal before discounts.

Products labeled as Ready to Ship will leave our facility within five business days of the order being placed. These items follow our standard shipping, warranty, and return policies. If a Ready to Ship item is purchased along with a Built to Order item, the pieces will ship and be delivered separately. Ready to Ship items will be sent first, and Built to Order items will follow the quoted production timeline.

Only one shipping charge will be applied at checkout.

Orders with a delivery address within approximately 30 to 35 miles of our Woodshop in Springdale, Arkansas, will typically be delivered by James & James team members. These local deliveries include our premium White Glove Delivery Service, ensuring your furniture is brought into your home, placed in the room of your choice, and fully assembled with exceptional care.

Please note that delivery dates are based on team availability and cannot be guaranteed at the time of purchase. Once your order is complete, you will receive an email notification from us. At that time, our delivery team will be informed that your order is ready, and they will contact you directly to schedule your delivery at the earliest available opportunity.

Due to the significant geographical and logistical challenges associated with international shipping, including shipments to Hawaii and Alaska, we have temporarily suspended delivery outside the contiguous United States. Transit times to these regions are often extended, and the complexity of the journey increases the likelihood of damage to our handcrafted pieces.

Additionally, we are unable to ship through freight forwarders. Freight forwarding requires customers to waive the inspection process upon receipt, which prevents us from holding carriers accountable for any damage that may occur once an item leaves our woodshop.

Our priority is to ensure that every piece arrives in the condition intended. At this time, we are unable to guarantee that standard beyond the contiguous United States. We appreciate your understanding and look forward to expanding our service areas in the future.

Small parcel orders, including finish sample and fabric swatch orders, typically ship through a third-party parcel carrier and may arrive within several business days, depending on the item and your location. Once your order has been finalized and processed, you will receive a shipping confirmation email that includes your tracking information. Processing times may vary based on company-observed holidays, demand, and product availability, and some items may ship separately.

Please note that we do not process orders on Saturdays or Sundays. Delivery times may also vary due to weather conditions or other factors outside of our control.

If your tracking information does not show movement within one business day of receiving your shipping confirmation email, please contact our team for assistance at care@carpenterjames.com or 479-633-7557, and we will be happy to help.