Jubilee Furniture Shipping Policy
1. ABOUT OUR POLICY
Jubilee Furniture prioritizes expedient delivery service for each customer by providing up-to-date status checks and detailed shipping information. We realize the importance of receiving orders in a timely manner, which is why we notify customers of our general shipping and delivery time frames for every custom-made (special) and in-stock/in-store item throughout the course of each customer’s order procedure. Our signature bonded and top-grain Italian leather materials are distributed to our overseas manufacturers. From there, each sectional is handcrafted and designed with complete precision. Once a product is finished, it is carefully loaded onto a shipping container that is sent to the Port of Long Beach in California. Once cleared through Customs and released from the port, the order is sent directly to our warehouse in Las Vegas, Nevada. Once the order arrives at our warehouse, we will contact a carrier to retrieve and ship that order. Keep in mind that an order is often transferred to one or more shipping terminals before being delivered to its final destination. Carefully and thoroughly review this Shipping Policy to fully understand how we handle your purchase.
2. KEY POINTS
Prior to and upon completion of a purchase, we ask customers to
l provide accurate contact details and shipping address information and inform us of any changes or updates prior to the delivery process
l understand that although Jubilee Furniture will inform them of approximate delivery dates and times, carriers will provide more specific—but not exact—delivery windows
l Our products are protected with thick, durable packaging materials. As a result, the packaging will automatically increase the product dimensions by 2 to 5 inches for each piece
l understand that estimated delivery times are subject to change and could be extended due to unforeseen circumstances such as inclement weather, traffic congestion, or other external issues
l accept that carriers or White Glove Service personnel are not to (re)move, haul, or (re)arrange non–Jubilee Furniture items before, during, or after the assembly process
l ensure that they do not refuse any deliveries (see our Return Policy for more information)
l understand that all in-transit orders cannot be canceled and any refused shipment may result in assessed fees (see ‘Cancellations & Refused Shipments’ below)
3. SHIPPING LOCATIONS
A. NATIONWIDE SHIPPING
Upon registering your Jubilee Furniture account, you will be able to add both billing and shipping addresses. Shipping costs are determined during the online checkout process. If you have not added your address details prior to completing your purchase, you will still have the option to obtain the appropriate pricing on the checkout page. Nationwide shipping is available for residents within the contiguous United States. Restrictions apply to residents of Alaska, Hawaii, and Puerto Rico. Shipping costs are subject to change. Call for details.
B. INTERNATIONAL SHIPPING
Jubilee Furniture does not currently deliver to any address outside the United States.
4. SHIPPING PROCEDURES & SERVICES
A. SHIPPING & DELIVERY TIME FRAME
ESTIMATED DELIVERY TIME
3–5 Business Days
In-Store (In-Stock) Items
3–5 Business Days
*The estimated delivery time begins as soon as an order is confirmed and processed. Deliveries typically mirror their scheduled time frames; however, delivery times may be impacted due to external factors. While we try to provide the most accurate shipping information, exact delivery dates and times are not guaranteed. Allow approximately 2–4 weeks for delivery from the date your order arrives at or is currently in our warehouse (for special orders and in-stock items, respectively). Keep in mind that factors beyond our control may affect estimated delivery times and could result in an additional 1–2 weeks for delivery. For customers with White Glove Service, please note that this service may or may not be performed on the same day as your delivery. Be sure to check your email (including your spam folder) for any updates. If you have not received any updates from the carrier with regard to a delivery window or date, you may email us at email@example.com or call us at (702) 413-1253. Although we are not responsible for potential issues or shipping irregularities caused by one of our third-party carriers, we will do our best to assist you with any concerns you may have.
Tracking numbers are provided to customers prior to or upon arrival at a carrier’s main shipping (destination) terminal. Tracking details on a carrier’s website are continually updated and may not immediately display thorough information about a shipment. While it is the sole responsibility of each carrier to contact a customer to confirm a delivery date or window, we do encourage customers to monitor their orders with the tracking numbers provided to them.
C. DELIVERY PROCESS
Jubilee Furniture partners with several third-party carriers. Carriers are responsible for contacting customers when scheduling delivery windows. As soon as an order leaves our warehouse, Jubilee Furniture is no longer directly involved with the delivery process. While carriers are expected to contact customers with regard to their deliveries, customers are encouraged to proactively monitor their orders by tracking their deliveries or by contacting the carriers directly for status updates and other delivery-related information. Customers requesting separate deliveries of their orders at different time frames will be responsible for separate shipping costs. Unless otherwise specified, all special orders, in-stock items, and in-store purchases undergo standard curbside delivery service, which entails delivery directly to the door (“curb”) of a customer’s home. Customers are required to meet their carriers to validate receipt of their items. Customers are to bear in mind that while all products are thoroughly packaged and taped, items such as glass panels, sectional pieces, or other accessories may shift during transit, and customers are to carefully and properly dismantle all packaging to avoid potentially damaging the contents. (See our Claim Policy for more details.) Carriers are not mandated to set or place an order in any particular area in or around a customer’s home but may do so at their own discretion. Jubilee Furniture will not be held liable for delivery issues as a result of any unreasonable requests during delivery that fall outside the shipping parameters set forth by Jubilee Furniture and/or its relative carriers. We are not responsible for charges that customers may incur for non-toll-free calls made to us or their respective carriers. Customers living in remote areas or in locations with limited access (e.g., islands, mountainous areas, etc.) may either be ineligible for delivery or may incur higher delivery fees. Customers are responsible for adhering to their scheduled delivery dates and times. If a customer is unable to make a scheduled delivery, they must inform the carrier prior to the delivery date. If a customer is not present during delivery following confirmation of their scheduled delivery date and time with the carrier, this will be considered a failed delivery, and any reshipping, re-consignment, storage, and/or other fees will be applied prior to rescheduling delivery service.
D. PICK-UP PROCESS & DELIVERY RESTRICTIONS
If a customer needs to pick up their order at the destination terminal, they must contact us beforehand to obtain prior authorization. If pick-up service is available for that location, the Jubilee Furniture Shipping Department will notify the customer by emailing a Bill of Lading (BOL) for the customer to print and bring to the destination terminal at which their order is located. The customer will need to bring one (1) BOL printout and their state-issued photo ID to the terminal. The name on the ID must match the information on the customer’s shipping address shown on the BOL. If the destination terminal staff cannot properly validate the customer’s details, they will be unable to release the customer’s order. In-store (showroom) pick-ups require a copy of the authorized recipient’s receipt along with a state-issued photo ID, but no BOL is required. Customers are expected to thoroughly inspect their orders upon pick-up and report any issues directly to a Jubilee Furniture representative. In some instances, (direct) deliveries may not be made to
l communities with policies that enforce restrictions on deliveries made by oversized vehicles
l remote areas that are difficult to access due to capricious weather patterns; severely steep, narrow, winding, or unmaintained roadways; homes that are only seasonally accessible; or any area that requires complex navigation through unconventional transportation methods (e.g., ferries, boats, etc.)
l areas consistent with illicit activities or places that may pose a concern to the driver or carrier
l apartment buildings (except for the ground floor)**
**Any order that is delivered to an apartment building will be placed on the ground floor receiving or loading dock area and will not be transported directly into the customer’s residence. Customers residing in apartment buildings will need to notify us immediately if they have arranged for White Glove Service with our team.
Shipping costs will NOT be refunded for items picked up at their respective destination terminals. Re-consignment fees will also incur charges depending on the proximity between the original and new shipping addresses.
E. LIFTGATE SERVICE
Liftgate service is available for most Jubilee Furniture products. All beds, though, slightly extend over the pallets on which they are placed, thus disqualifying them for liftgate service. As a result, recipients are to assist carriers with the offloading procedure of any queen- and king-size beds during delivery. If customers are unable to assist their carriers, it is recommended that they locate additional support to aid in the offloading of their bed pieces prior to delivery. If customers are in need of assistance with the assembly of their furniture, they may contact us to arrange for White Glove Service (see ‘White Glove Service’ below).
F. WHITE GLOVE SERVICE
Our White Glove Service feature is often utilized by customers looking to conveniently minimize their product setup time or for those who are in need of assistance with the assembly of their furniture. Unless otherwise noted, White Glove Service personnel will usually arrive within 1–2 business days from the dates customers receive their orders. In some instances, Jubilee Furniture will be able to arrange—but not guarantee—same-day service.
For any customer who has White Glove Service, it is imperative that, prior to our White Glove Service personnel’s arrival, each customer keeps in mind the following:
l The packaging is not to be dismantled by the customer
l The furniture is not to be removed from the packaging (and pallets, if applicable) by the customer
l If a customer chooses this service, we will contact our White Glove Service personnel only AFTER that customer has confirmed a delivery window with their carrier; this is to ensure both delivery and assembly are done systematically
l Upon the arrival of a customer’s order, the customer is to take photos or videos of the packaging (and pallets, if applicable) and to inform the driver of any visible damage by noting the details on the Proof of Delivery (POD) receipt, regardless of what the White Glove Service team may provide
l Customers are not to assist White Glove Service personnel in moving or assembling their furniture
l In the event of any damage or other issues before, during, or after the White Glove Service assembly process, the customer is to supply Jubilee Furniture with pictures of the packaging (and pallets, if applicable) as well as all furniture contents as required during the claim process (see our Claim Policy for more details)
l White Glove Service is charged on a per-order delivery, per-setup basis; White Glove Service assembly for a separate order will require additional payment
The White Glove Service teams we arrange may be unable to begin or complete their assigned duties for reasons that include, but are not limited to, (a) debris, clutter, or other hazardous materials obstructing the walkways or areas on, through, or in which the teams will be moving and placing the furniture; (b) continual rescheduling of a White Glove Service appointment, leading to potential cancellation of this service; (c) requesting the teams to perform additional tasks not included in this service; (d) customers adamantly insisting on the teams forcing furniture pieces through narrow or unnavigable places that would potentially cause damage to the surrounding areas; and (e) anything that would impede a seamless furniture assembly and packaging removal operation. It is also imperative that customers immediately update their White Glove Service coordinators of any unexpected changes to their schedules. Customers who continually postpone or cancel this service may incur additional rescheduling or cancellation fees that are determined by Jubilee Furniture and the White Glove Service teams.
White Glove Service may not be available in certain locations. For any location in which White Glove Service is unavailable for an order, Jubilee Furniture reserves the right to cancel this service for that order. In the event of a cancellation by Jubilee Furniture, the customer will be issued a refund in the full amount of this service. White Glove Service does NOT include additional trash removal (for supplemental trash or packaging/pallets not disposed of during the initial trash removal process); repairs to items damaged before, during, or after the delivery and setup process; the installation of replacement parts for any open or closed claims; or filing a claim with Jubilee Furniture on behalf of a customer. Customers needing to fill out and file claims are expected to take, retain, and send pictures of the packaging (and pallets, if applicable), as well as any damaged items, within the stated 48-hour period following the setup—or delivery, if this service is done within the same day—of their furniture pieces. No refunds will be given for customers who do not adhere to the foregoing White Glove Service points. Contact us for more information about our White Glove Service availability, policies, and pricing.
5. IN-TRANSIT ISSUES
All shipments MUST be thoroughly inspected by the customer for any signs of mishandling or misplacement that include, but are not limited to, the following:
l Scuffs, dents, holes, rips, tears, or other damage to the packaging (and pallets, if applicable) as well as the contents
l Staining or other visible marks on beds, sectional pieces, or accessories
l Missing pallets, boxes, or other items
Visible damage to the packaging (and pallets, if applicable) and/or missing pieces must be noted on the POD before it is signed. Be sure to take as many photos of your order as possible. Upon completion of each delivery, customers will further inspect the contents of their orders for missing or damaged items. If any damage is visible or any items are missing, customers may submit a claim. Any damage not noted by either the customer on the POD will be assumed to have occurred after delivery, and any missing boxes or items not noted by the customer on the POD will NOT be replaced or considered for any other type of resolution. For claims, customers will need to fill out our online claim form and provide photos and detailed descriptions of any issues within forty-eight (48) hours after receiving their orders. More details regarding the claim process can be found on our Claim Policy page.
Shipping fees are based on a flat-rate process and determined according to a customer’s shipping address.
B. WHITE GLOVE SERVICE
The standard White Glove Service fee is $300 per order.
Jubilee Furniture may store a customer’s order for up to thirty (30) calendar days, at no charge, upon the order’s initial arrival at our warehouse. If an order exceeds the 30-day period, storage fees will be $15.00 per day, with a maximum fee of $150.00 per month. If a customer is unable to confirm receipt of their order after six (6) months from the date the order arrives at our warehouse, we will have to cancel the order, and 35% of the total sales price will be deducted from the refund amount, which will be credited to the original payment method the customer used at the time of purchase. Customers are to notify Jubilee Furniture sales representatives BEFORE completing their purchases of any situations (e.g., moving, traveling, etc.) in which the customers will not be able to receive their furniture pieces within the shipping time frames listed in this Policy and in conjunction with their respective order types. A customer will be notified via email to confirm acknowledgment of the storage fees; after that, the fees will continue to be applied until the customer responds with a decision to either keep or cancel their order, or until the order has reached the 6-month mark. Storage fees at any one of a carrier’s shipping terminals will be assessed based on that carrier’s policy and will be applied to the customer’s balance. Payment for any storage fees incurred while an order is at our warehouse or in the carrier’s possession will need to be paid in full before the order can be shipped or delivered to its final destination. If an order is canceled, or if the customer is unable to fully remit payment for any outstanding balance as a result of accrued storage fees or other payment issues, those fees will be deducted directly from the customer’s refund or original payment amount. We will make every effort to accommodate customers who maintain communication with our representatives, but we reserve the right to apply these fees at our discretion.
D. CANCELLATIONS & REFUSED SHIPMENTS
In-transit orders cannot be canceled, and any cancellations or refused shipments are subject to re-shipping, restocking, and/or other cancellation fees. See our Return Policy for more details on cancellations.
For any questions about our Shipping Policy, contact us at (702) 413-1253.