Shipping policy
What To Expect With White Glove Delivery Service
The delivery driver(s) will bring your order inside your home, assemble it in the room of your choosing, and remove the packaging upon leaving.
White Glove Delivery Service does NOT include the removal of old furniture. Please ensure the space is clear for the assembly of your new James & James furniture.
Any damage to your order MUST be noted at the time of delivery. Do not sign for the package(s) until you have inspected all pieces, including pieces that are not included in White Glove Delivery Service. The driver will wait until you have inspected all items in your order. On the rare occasion that something in your order is damaged, do not refuse delivery. Instead, please make detailed notes of the damage on the delivery slip before signing and accepting the delivery.
James & James will not assist in repairing or replacing the damaged item if damage is not noted at the time of delivery.
Certain items such as porch swings, bookshelves, dressers and other items that need to be secured to the wall or ceiling are the customer's responsibility. White Glove Delivery service does not include installation.
Furniture cannot be refused upon White Glove Service delivery if it does not fit through an entryway. Please double check the measurements of your item(s) listed on your website to ensure it will fit without issue.
It is your responsibility and right to inspect your order BEFORE signing the delivery slip.
The driver is obligated to stay until you sign the Proof of Delivery slip. If no damage is noted at the time of delivery, James & James will not be able to assist in repairing or replacing your order.
Transit & Scheduling
Our furniture is handcrafted to order, with a production time of approximately 10 weeks. Once your piece is complete, it typically takes between 10-15 business days to reach the nearest delivery terminal, though this transit time may vary due to factors beyond our control. When your order arrives at the local terminal, a representative from the delivery company will contact you directly by text or email to arrange a delivery appointment. *Available delivery appointments may vary based on the carrier’s geographical route of deliveries, and they will make every effort to get your order to you as soon as possible.
*Please be aware that transit times may be longer during the holiday season due to increased shipping volume.
To ensure a seamless delivery, please review the following:
Delivery windows may span several hours; please be prepared to accept your shipment at any point within the time window you scheduled.
The carrier will contact you via text and/or phone call to inform you that they are close to delivering your order within your selected appointment window.
If you are not present at the delivery address during your selected delivery window, additional charges will apply to reschedule.
If you are not present to accept the delivery and are unable to reschedule within a reasonable amount of time, you may be charged storage fees for the carrier to hold your order.
Once an order is in transit, any changes to the delivery address may cause a delay and incur a reconsignment fee. These fees are set by the carrier and must be paid before delivery can be finalized.
Woodshop Pickup Policy
For customers who choose to pick up their orders directly from our woodshop, we require at least 48 hours' notice to ensure your order is prepared and ready for you. Our woodshop is open for pickup orders from 9:00 AM to 2:00 PM CST, Monday through Friday. Please note that we are closed from 11:00 PM to 11:30 PM each day for lunch.
Once your order is complete, we will notify you via email. To schedule your pickup, please reach out to us at care@carpenterjames.com. A member of our team will coordinate with you to arrange the pickup time and provide instructions on how to enter the office at our woodshop and where to collect your order.
To ensure your furniture arrives home safely, please bring blankets, straps, and other necessary materials for the pickup. Keep in mind that the furniture should be protected from direct sunlight and weather, and should be covered during transport.
It is important that you properly load and secure the furniture yourself, as James & James is not responsible for any damage that may occur once the furniture has left our premises.
Local Delivery Policy
Orders with a delivery address within 30-35 miles of our Woodshop in Springdale, AR, will typically be handled by one of our local carrier partners. These local deliveries come with our premium White Glove Delivery Service, ensuring that your furniture is brought inside your home and assembled in the room of your choice.
Please note that the delivery date is subject to the availability of our delivery partners, and we cannot guarantee a specific date at the time of purchase. Once your order is completed, you will receive an email notification from us. At that point, the delivery company will be informed that your order is ready for delivery. The delivery company will then contact you directly to schedule the delivery at their earliest convenience.
Policy for International Orders, Hawaii, and Alaska
Due to the unique geographical and logistical challenges of international shipping, including to complex destinations like Hawaii and Alaska, we have made the decision to temporarily suspend this service. Shipping times can be extensive and due to the nature of our handmade pieces, it puts them at higher risk to be damaged in such a complex and long transit processes.
Additionally, we do not work with freight forwarders directly, as this would require customers to forfeit the inspection process, limiting our ability to hold the shipping company accountable for any damage that may occur after the piece leaves our woodshop. We are committed to delivering the piece you deserve and at this time we are unable to provide that outside of the contiguous US. We appreciate your understanding and hope to be available in your area in the future.