Delivery

• For all orders (excluding tables and oversized items), we use trusted carriers like USPS, FedEx, or UPS.
• Tables and oversized orders will be delivered curbside via truck freight.
• The estimated shipping time is 5 to 8 business days from the date of shipment.
• Once your order is on its way, we’ll send you an email with the tracking information.

• Enjoy free standard shipping within the continental USA on all retail orders over $50 (excluding discounts, taxes, and handling fees).
• If you choose free shipping at checkout, rest assured that we’ll select the best method to get your order to you.
• For table retail orders within the continental USA, free curbside shipping is included.

Tables and other oversized orders are delivered Monday – Friday via freight carriers. Customers can choose expedited shipping for an additional charge. However, customers may choose to make their own arrangements with freight forwarders from the port.
Standard table shipping is 7 – 10 days plus an additional 2 – 7 days for processing due to freight pickup scheduling.

Before placing a freight order:

• Check freight access. Due to size, some trucks may be unable to access certain residential areas. If you are aware that your destination may have this issue, please notify JOOLA prior to placing the order. Orders cannot be cancelled once shipped.
• Provide your phone number on your order. Because freight deliveries are scheduled with the carrier via phone once the item arrives at your local distribution center, we are unable to process your order without this information.
• Double check your address. If the shipping destination address needs to be changed for any reason after the table has already been shipped, the freight carrier will charge you an additional fee.

Awaiting a freight order:

• Check your email. Order updates will be communicated via email. When your order has shipped, you will be notified and sent a tracking number via email.
• Check your tracking number. The tracking number lets you know where your shipment is and the estimated arrival date. On rare occasions, customers may be responsible for charges related to missed deliveries or storage fees when a delivery can’t be scheduled.
• Answer the phone. Remember, deliveries are scheduled by the carrier via phone. Prevent incurring storage fees and avoid having the shipment being returned to the freight carrier by answering your phone so that freight companies can schedule deliveries.
• Arrange for someone to be home. An adult must be present at the time of delivery. Shipments will not be left unless signed for. Most freight companies require a four-hour time window for delivery. Deliveries are curbside only, so it may be a good idea to arrange for extra assistance.

Upon delivery:

Inspect the freight before signing the delivery receipt! We work with experienced third-party freight carriers, but sometimes damage can happen.

• If everything looks good, please sign and accept the table.
• If anything looks damaged, write “REFUSED/DAMAGED” on the delivery receipt, and refuse the freight. Do not accept the delivery if the package shows signs of damage.
• If the wrong shipment is delivered, please refuse the freight. If you discover the delivery is wrong after the driver has left, please do not unpack the shipment. Do not assemble any incorrectly received tables. Leave everything in the original package, and notify our customer service team immediately.

For any concealed damage found after the delivery, you must contact customer service 5 days of delivery. Please do not attempt to assemble the table. Please keep all the original packaging, including the pallet.

• Customers are responsible for all shipping costs incurred on all returns or exchanges. Shipping costs are non­refundable.
• Collect on Delivery (COD) shipments will not be accepted.
• Items that are deemed to be unacceptable for resale cannot be refunded. Please ensure that items are properly packed to protect against damage during delivery.
• If return or exchange is the result of our error or defect, shipping costs will not be incurred.
• Please note that once your order has been placed it is no longer eligible for modifications.

• When your table arrives, inspect all packaging and merchandise carefully.
• If the item or the packaging appears to be damaged, refuse delivery.
• Contact JOOLA customer support immediately to have a replacement item shipped.
• Returns, refunds, or exchanges cannot be guaranteed once the item has been signed for.

When your order is fulfilled, the system generates an automated message with a tracking number. We use a number of LTL carriers, and their tracking numbers can be traced below.