Shipping policy
Last updated: February 01, 2025
SHIPPING WITHIN THE USA
JOHI is based in California, USA. Currently, we only ship our product orders to USA addresses (including Hawaiʻi and Alaska). This is because the majority of our products are heavy and thus costly to ship. We may not ship to certain USA territories.
We take precautions to protect our products during shipping, whether a small tabletop product or a large standalone furniture product. We confidently and regularly ship our products across the country and to Hawaiʻi, where JOHI first began.
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SHIPPING & DELIVERY: QUESTIONS, REQUESTS, AND FEES
Shipping & Handling fees are typically automatically provided at checkout.
If you have questions about shipping fees, please contact us.
If you require a specific shipper, please contact us or detail this requirement in your order notes prior to checkout.
If you have another special request for order delivery, please contact our JOHI team with details as fees may change. Original fees can be affected by changes in delivery format and preparation, alteration of shipper, shipper-imposed fees, or related. We will always communicate what these fees are and why, if necessary to proceed.
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LOCAL PICKUP: WATSONVILLE, CALIFORNIA
JOHI is based in Watsonville, California, within reach of the Monterey Bay area and San Francisco Bay area. If you would like to pick up your order instead, select PICKUP at checkout. We will send you an email when your order is ready for pickup, and we ask that you schedule a pickup time on the provided calendar link.
Small products, such as home decor and kitchenware, are typically available for pickup within 1-3 business days.
If you selected PICKUP on your original order details but are no longer able to pick up your order, we are able to coordinate shipping or delivery instead. Contact our JOHI team with details so we can learn how to assist you. Changes like this may require additional fees. We will always communicate what these additional fees are and why, if necessary to proceed.
Furniture orders must be picked up within 2 weeks of completion. Daily storage fees may apply if you do not pick up your order in this agreed-upon timeframe. Fees vary based on product size.
For all orders, if you do not pick up your order in a reasonable amount of time, we will do our best to reach you with next steps and/or requirements to fulfill your order. We may reach out with shipping or delivery options, which may require additional fees. If you are unresponsive, we cannot guarantee that we will hold your order.
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SHIPPING & DELIVERY PARTNERS
We may ship our products with a variety of shipping partners, depending on the dimensions, weight, and delivery format of the order.
We typically ship small products with UPS, USPS, or FEDEX.
We use a variety of trusted freight partners when shipping furniture products. Large products may ship in cardboard packaging, on a pallet, or in a crate.
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WHITE GLOVE DELIVERY
We currently do not include white glove delivery with large shipments.
If you require white glove delivery, please contact us to coordinate this additional service and fees.
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SHIPMENT TRACKING INFORMATION
When we secure your shipping label and any associated documents, we will send you an automated email with shipper tracking information and links, including your tracking number.
Please stay aware of your expected delivery date and time.
If you will not be home at the expected delivery time and/or date, you may be able to schedule an alternative delivery date with the shipper or request the shipper to hold the package(s) for pickup at a designated receiving location. We are not able to support such requests, as these must be done by the receiving party. Look at your tracking details to determine which shipper you need to contact.
If your order is shipped via freight (on a crate or on a pallet), our standard offering is CURBSIDE delivery. Our freight partners will contact you 1-3 days ahead of time to schedule a delivery time slot. Freight partners are only responsible for UNLOADING your order from the truck, curbside. They are not responsible for disassembling the packaging or moving the order once unloaded.
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ADDRESS CHANGES
If you need to change your shipping address after placing an order, please contact us immediately. We cannot guarantee that we can change the shipping address once an order has been processed.
For any questions or concerns about shipping, please contact our customer service team at [insert contact information].
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FURNITURE - LOCAL DELIVERY, Directly by JOHI
When your order is about 2-4 weeks from completion, we will email you with a calendar link to schedule your preferred delivery date and timeframe.
We typically deliver furniture orders with 1-4 team members depending on the weight and size of the product.
Our direct delivery fees include installation and placement of your order. Delivery does NOT include moving or disposing of pre-existing furniture. If you are in need of these services and are having trouble finding them, please contact us ahead of time.
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SHIPPING DAMAGES OR LOSS
If anything gets damaged during shipping transit, we ask you to document the damage right away by photo(s) and/or video(s) of the product(s) and packaging. Retain your product packaging.
Report damages by email to orders@hellojohi.com.
Damages must be evaluated and reported within 48 hours for us to best help you. Shippers have varying policies on times in which claims must be filed.
We will do our best to support your specific case.
We are not responsible for items lost or damaged due to incorrect shipping information provided by the customer.
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INTERNATIONAL SHIPPING (Non-USA Addresses)
We do not automatically offer international shipping because most of our products are heavy and thus costly to ship. On top of that, for international shipments, we must deal with customs, duties, and tariffs.
If you have a specific request for international shipment, please contact us.