FREQUENTLY ASKED QUESTIONS


You may be wondering about something others have asked in the past. Please scan the list below for more information. If your question is not listed, please contact us.

HOW LONG WILL MY ORDER TAKE?

We custom cut every shelf and bracket upon order (no pre-made, ready-to-ship pieces prepared in advance). We also process our orders in the order we receive them. That means that there are a few folks who are excited for us to finish up and ship their shelves, first. Most of our products take about 10 business days (Monday - Friday) to be handcrafted and boxed, ready to ship.

Hidden Bracket Shelves, Premium Shelves, and Custom orders have a 10-15 business day production lead time, once the payment has been made and the details regarding your order have been discussed with J THOMAS HOME.

Once shipped, (post-production), orders usually take about 3-4 days from our door in Kansas City to yours (Monday - Saturday). Orders are shipped via UPS most. You will receive a tracking number once your order has shipped.

 

Holiday Order Dates to Note:


Thanksgiving Arrival*:
10/28/2020 - last order date for hidden bracket floating shelves, stove top covers, and custom orders.
11/04/2020 - last order date for pipe bracket shelves and chunky box shelf orders.

Christmas Arrival*:
11/26/2020 - last order date for hidden bracket floating shelves, stove top covers, and custom orders.
12/03/2020 - last order date for pipe bracket shelves and chunky box shelf orders.

*These are *estimated* with a 7-day transit time included. Delivery cannot be guaranteed.

 

DO YOU OFFER RUSH SERVICES?

We custom cut each shelf and bracket upon order, and generally are not be able to accept any RUSH orders.

Holiday Order Dates to Note:


Thanksgiving Arrival*:
10/28/2020 - last order date for hidden bracket floating shelves, stove top covers, and custom orders.
11/04/2020 - last order date for pipe bracket shelves and chunky box shelf orders.

Christmas Arrival*:
11/26/2020 - last order date for hidden bracket floating shelves, stove top covers, and custom orders.
12/03/2020 - last order date for pipe bracket shelves and chunky box shelf orders.

*These are *estimated* with a 7-day transit time included. Delivery cannot be guaranteed.

MAY I CANCEL MY ORDER?

We do accept cancellations within 2 hours of purchase. We custom cut each order upon order (no pre-made pieces prepared in advance), which takes a bit of time to handcraft. Because of the nature of these items, we try to begin as soon as possible on your order so you receive it as quickly as possible. After 2 hours, no cancellations and no refunds can be made on a purchase.

If you request to cancel your order within 2 hours of purchase, we will authorize the order to be canceled. You should see your funds back on your method of payment within 1-2 business days (if not immediately).

WHAT IF THE ADDRESS ON MY ORDER IS WRONG?

We ship to the address on the order form. If this address is incorrect, please notify us immediately. We will update the address when we get ready to ship and print the label.

When we ship your order, you will get an automatic email saying, "Your Order Has Shipped!" and the invoice will still say your old address, as we are unable to edit the invoice once it has been paid. However, our shipping team will follow-up momentarily via email with a photo of the shipping label to confirm it's actually headed to your new address. Your tracking number on the automated email will still be usable/accurate. 

If we have already shipped your package to the incorrect address, no refund will be given. Customers must repay to have the items reshipped to the correct address.

HOW MUCH WEIGHT WILL MY SHELF HOLD?

The weight supported depends mostly on the installation, but when securely installed the Industrial Pipe Shelves can hold 45 lbs pretty easily and the Hidden Bracket Floating Shelves can hold 35 lbs.

We highly recommend installing the pipe supports or hidden brackets into studs, if at all possible. However, we understand that installing into a stud (especially both pipe supports or hidden brackets) is not always possible. In that situation, we recommend using heavy-duty anchors such as molly bolts or togglers, which can be found at most hardware stores.

DOES THE DEPTH DIMENSION ON SHELVES INCLUDE THE PIPE?

The depth listed in the Dimensions drop down is the actual measurement of the wood depth (how far the shelf comes out from the wall). If you select a shelving style with visible pipe supports that stick out beyond the wood, estimate up to +1" of added depth to include the pipe cap. 

ARE THESE PRODUCTS MADE WITH RECLAIMED WOOD?

No. Our standard shelves are made from either Pine or Fir -- and are not reclaimed wood. If you would like us to use a particular species of wood (i.e., Walnut, White Oak, etc.), we would be happy to discuss those options with you.

CAN I REQUEST THAT MY ITEMS NOT BE DISTRESSED?

Absolutely. We distress each shelf by hand with light dings and dashes to create a warm, worn, rustic look, then sand the shelves smooth before staining. If you would prefer your items not be distressed, please leave us a note in the Comments section upon check out.