- Confirm the weight of your order and find assistance moving the items if standard curbside delivery was selected
- Enter your property/premises
- Moving items into the lobby
- Go up steps or stairs to the front door
- Deliver to your door inside an apartment building
- Assemble or remove packaging materials
- Breakdown a pallet into the individual items
You must have an adult age 18+ present at your delivery time to sign the order. As such, you will be responsible for moving the items from the curb into your residence. Please note your order may be palletized and depending on your product, it can weigh more than a few hundred pounds.
For most orders, the items will be placed together on a wooden pallet and shrink wrapped. Please be aware that packaging can add significant weight to your order. Fragile items will also be packaged in custom wooden crates. Large items such as quartz and stone tables can weigh more than a few hundred lbs.
Furniture orders are initially shipped by sea freight. Tracking will update once it arrives at your local port and is received by your local carrier from the sea freight company.
When the shipment reaches your local area, the delivery service may contact you to arrange a date and time to deliver the product. The available delivery time slots will depend on the local delivery partner. Appointments will be available generally between Monday to Friday 9AM-5PM, but the delivery personnel may be able to accommodate times outside of this slot. If the item you ordered is small and is being delivered by a standard courier service such as FedEx or DHL, you will not be given advance notice of the exact delivery time. You can always track this shipment online to know when it will reach you.
Due to increased carrier delays in the past couple years we always note that ship times are estimated. We are unable to refund or cancel for a delayed order and an item already on the way as carrier delays are outside of our control.
Please do not hesitate to reach out with questions regarding shipping and your order at office@shopojos.com.
HAVING ISSUES WITH YOUR TRACKING NUMBER? WE ARE HERE TO HELP!
We might use multiple carriers for a single package so tracking via one carrier site might provide errors which is why we suggest always tracking via a Global Carrier (Multi-Carrier) site. If you are still having issues please contact office@shopojos.com and one of our team members will support right away!
WHAT IF MY ORDER HAS A LAG IN TRACKING UPDATES?
Tracking delays can occur with the carrier and customs when entering another country. If you see a delay in tracking points rest assured this can occur and does not mean your package is lost. Please be patient with the carrier as delays are outside of our control.
Orders cannot be cancelled or refunded after the order has been processed past the 24 hours and cannot be cancelled after the item has shipped. If you have questions about the delay please do not hesitate to reach out to our team.
ASSEMBLY & INSTALLATION
Please note that we do not provide installation services. Our delivery includes bringing items to the ground floor outside your building, but it does not include assembly or unpacking. If you have exceptionally heavy or difficult-to-access items that require special arrangements, it's the customer's responsibility to organize and cover any associated costs.
Items may arrive with protective packaging to prevent damage during transit.
INTERNATIONAL SHIPPING
For international shipments, be aware that customs fees may apply based on your country's regulations, and these fees are the customer's responsibility. Before placing your order, it's a good idea to check with your local customs authorities. We may offer discounts on larger international orders when applicable.
Please note that we are not responsible for return shipping costs or any import penalties resulting from customs delays.
Larger items are typically shipped via sea to ensure their protection and prevent damage. If you'd like tracking details for these products, please contact us.
FACTORY LOCATION
We are a US company based in Utah but many of our products often come from international suppliers and factories in China, India, Indonesia, Vietnam, and more. This means your order may be shipped from one of our international manufacturing locations located around the world.