We want you to love your items from J Thomas Home and do our best to be open about our shipping and return policies. Please scan the list below for more information. If your question is not listed, please contact us.
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.
We offer fast, free shipping on orders over $99 to the contiguous United States. AK, HI, and APO addresses ship with additional postage cost. Exclusions do apply to oversized pieces and furniture items.
Your order will ship to the shipping address provided on the invoice. If you find this address is incorrect, please notify us immediately. Once your order is packaged and ready for shipment, you will receive an email notification with your tracking number and the expected delivery.
We ship with UPS to the entire US. For other locations, please email firstname.lastname@example.org.
If you need to cancel your order, or make any changes to your order at all, please reach out to us within 2 hours of your purchase.
We custom-cut each shelf, stove top cover, and sign upon order, and process our orders in the order we receive them. This means we purchase supplies and begin your order right away to honor our quoted 10-15 business day processing time.
Thanks for understanding we may not be able to accommodate your request beyond the 2-hour window.
We want you to LOVE the pieces you purchase, as well as your experience with J THOMAS HOME. Please do not hesitate to contact us with questions or concerns and we will work to find a solution to the situation.
We accept returns on most items* within 7 business days of delivery. Please contact us within 3 days of receiving your order for a return authorization prior to sending the item(s) back.
We do not accept exchanges. Simply return the original item and place a new order for the item you wish to exchange for. We will process the refund on your original order, less the original shipping and any restocking fee.*
Note: Due to the custom nature of some the products -- made upon order at your requested sizes and colors -- items carry a 40% restocking fee. Buyer is responsible for return shipping and for loss of value if not returned in original condition.
*Some are not eligible for returns, including personalized stove top covers and custom-size shelving not offered on our standard dimension menus. Please make sure to read product descriptions and dimensions carefully before completing your purchase.
In the unlikely event that you receive a defective or damaged item, please contact email@example.com within 3 days of receiving your purchase with images and a descriptions of the damage. We'll work together to make the best plan of action. Repairs or replacements may be made at our discretion.
Color variation is not eligible for a defective/damaged refund or exchange. Great care is taken to accurately describe the work and color.
Note: Variations may occur.
Each order is carefully bubble wrapped and shipped in a new box filled with packaging material to keep your pieces protected during transit. Please check the integrity of the packaging before accepting your order. We recommend refusing the package if it has been obviously damaged or tampered with. If you suspect damage due to a package with holes, dents, or excessive tape (as if repackaged), PLEASE inspect your order before accepting the package. Please note, for international shipments, customs officials may open and examine package contents. In that case, the package will be resealed and officially stamped before being delivered.
If a package is returned because the buyer provided the wrong address or has not claimed a package after the delivery attempt, a refund will not be issued. The buyer must repay the shipping costs before the order can be shipped again.
Shipping a handcrafted shelf or home decor piece outside the continental US may be $200 or more. If you are interested in receiving a quote for an international delivery, please contact firstname.lastname@example.org and provide the shipping address. We will get back to you with an estimated international shipping quote. You may be required to pay additional customs fees or duty taxes to receive your order. J THOMAS HOME is not responsible for additional fees or taxes. If the shipping cost is less that the rate charged at checkout, J THOMAS HOME will issue a refund of the difference.