Order Terms and Conditions
Order Terms & Conditions
Made to Order Products
At J Thomas Home, most of our products are made just for you and your space. Each type of wood has its own unique characteristics, allowing you to achieve your preferred home decor style. This means that each order is specifically cut and finished for you and your space, and cannot easily be returned or resold to another customer. Therefore, we want to do everything we can to get the order right on the front end and we need your help! I know you're almost done with your project and you're excited to get your shelves started but take the extra time to double check everything prior to placing an order to make sure it's what you want. We know that designs change, plans get re-done and mistakes do happen. It is very difficult to change/modify existing orders and sometimes not possible (we have to start over).
This includes ordering samples and double-checking the measurements of your space to ensure the dimensions are correct. Please plan your project carefully. While we acknowledge that changes and mistakes can occur, it becomes challenging for all parties involved once an order has been initiated and alterations or cancellations are requested.
The good news is that most issues can be prevented and we are here to help! We have structured our company around helping to make your dreams a reality and we're here to offer as much assistance as possible through the process. This includes building an information-rich website, providing how-to videos, and maintaining a world-class customer service team. We enjoy answering all your questions to ensure a smooth buying process from start to finish. Please reach out via phone, email or book a design consultation!
The good news is that most issues can be prevented and we are here to help! We have structured our company around helping to make your dreams a reality and we're here to offer as much assistance as possible through the process. This includes building an information-rich website, providing how-to videos, and maintaining a world-class customer service team. We enjoy answering all your questions to ensure a smooth buying process from start to finish. Please reach out via phone, email or book a design consultation!
Order Changes
Want to tweak your order a bit? No problem! You can make changes to your order within 24 hours of purchase, free of charge. Keep in mind, changes after this window might affect the lead time slightly. Contact us before 24 hours at customerservice@jthomashome.com or call us at +1-913-353-4283 with your change requests.
After 24 hours your order is already being processed and we're in full production mode. To cover the cost associated with making a change after production has started your order will be subject to a 15% change order fee (of the original invoice total). Also, the lead time could run longer.
After the 3rd business day there is a 50% change order fee and the lead time will be affected.
Summary:
- Up to 24 hours: No fee. Could affect lead time depending on change.
- 2-3 business days: 15% change order fee incurred. Could affect the lead time.
- After 3 business days: 50% change order fee incurred. Will affect the lead time.
Order Cancellation
We understand plans change! You can cancel your order within 24 hours of purchase for a full refund. If you need to cancel after 24 hours, a fee may apply. We'll be upfront about any fees and how they might affect the lead time. You may cancel your orders by contacting customerservice@jthomashome.com or calling us at +1-913-353-4283.
After 24 hours all orders have started production. During days 2-3 cancellations may be made and will be subject to a 15% cancellation fee. Note: custom orders cannot be cancelled after 24 hours.
After 3 days orders may be cancelled but are subject to a 50% restocking fee. Note: custom orders may not be cancelled. If the order is already being shipped, we may not be able to cancel it prior to shipment.
Summary:
- Up to 24 hours: No fee. May affect the lead time depending on the extent of the change.
- 2-3 business days: 15% cancellation fee incurred.
- After 3 business days: 50% cancellation fee incurred.
After 24 hours all orders have started production. During days 2-3 cancellations may be made and will be subject to a 15% cancellation fee. Note: custom orders cannot be cancelled after 24 hours.
After 3 days orders may be cancelled but are subject to a 50% restocking fee. Note: custom orders may not be cancelled. If the order is already being shipped, we may not be able to cancel it prior to shipment.
Summary:
- Up to 24 hours: No fee. May affect the lead time depending on the extent of the change.
- 2-3 business days: 15% cancellation fee incurred.
- After 3 business days: 50% cancellation fee incurred.
Lead Times
Lead time is how long it takes to produce, pass quality assessments and ship your order. Shipping time is the time it takes to get to your door.
Our lead time begins when the order has been purchased. If there are any changes made to the order, the lead time could be affected.
We strive to keep our lead times as short and accurate as possibly while having enough time to produce a high quality product. Lead times aren't a guarantee of shipping date. With any made to order product they can fluctuate and we may need just a little more time to get your items just right. We will communicate any changes with you.
We do have rush processing available. Please view our FAQs page or contact us to discuss those options.
Our lead time begins when the order has been purchased. If there are any changes made to the order, the lead time could be affected.
We strive to keep our lead times as short and accurate as possibly while having enough time to produce a high quality product. Lead times aren't a guarantee of shipping date. With any made to order product they can fluctuate and we may need just a little more time to get your items just right. We will communicate any changes with you.
We do have rush processing available. Please view our FAQs page or contact us to discuss those options.
Shipping
We are proud to offer free FedEx Ground shipping within the contiguous United States when the order is greater than $99 and does not exceed any of our other free shipping rules below:
Free Shipping Rules:
- Order is greater than $99 in value
- The order is shipping Contiguous US. We do ship to Alaska and Hawaii but there will be an additional shipping charge. The shipping rate is calculated based on the size and weight of the order and we’ll use the best rate available.
- Order is less than 80” long. If any item exceeds 80 inches long there could be an additional shipping charge. This will be communicated prior to the order being placed, no surprises
We primarily use FEDEX to ship packages. USPS and UPS are available under certain circumstances. We do not ship to PO boxes. We will also ship to freight forwarding companies nationwide. Contact us for any special shipping requests.
Orders are shipped in the order they are received.
We do offer rush processing, you can view that information on our FAQs page or call 949.244.1083 for more information. Overnight or 2-day expedited shipping is available upon request. Call us for expedited shipping.
Shipping hours are: Monday–Friday, 7am–3pm CST.
You will be sent a tracking number when your shipping label prints, please allow up to 12 hours for tracking information to be updated.
For more information about potential shipping mishaps and how Route insurance can offer additional protection, check out the "Shipping Damage, Lost, or Stolen" section below. There you'll find a detailed explanation of Route and how it can give you peace of mind during your shelf journey! Route shipping insurance is available on all orders and by default will be added to your order (additional information on Route below).
If you choose not to utilize the optional insurance, orders are insured for a maximum of $100 or order value, whatever is lesser. For questions and concerns about shipping, please contact the carrier.
Free Shipping Rules:
- Order is greater than $99 in value
- The order is shipping Contiguous US. We do ship to Alaska and Hawaii but there will be an additional shipping charge. The shipping rate is calculated based on the size and weight of the order and we’ll use the best rate available.
- Order is less than 80” long. If any item exceeds 80 inches long there could be an additional shipping charge. This will be communicated prior to the order being placed, no surprises
We primarily use FEDEX to ship packages. USPS and UPS are available under certain circumstances. We do not ship to PO boxes. We will also ship to freight forwarding companies nationwide. Contact us for any special shipping requests.
Orders are shipped in the order they are received.
We do offer rush processing, you can view that information on our FAQs page or call 949.244.1083 for more information. Overnight or 2-day expedited shipping is available upon request. Call us for expedited shipping.
Shipping hours are: Monday–Friday, 7am–3pm CST.
You will be sent a tracking number when your shipping label prints, please allow up to 12 hours for tracking information to be updated.
For more information about potential shipping mishaps and how Route insurance can offer additional protection, check out the "Shipping Damage, Lost, or Stolen" section below. There you'll find a detailed explanation of Route and how it can give you peace of mind during your shelf journey! Route shipping insurance is available on all orders and by default will be added to your order (additional information on Route below).
If you choose not to utilize the optional insurance, orders are insured for a maximum of $100 or order value, whatever is lesser. For questions and concerns about shipping, please contact the carrier.
Shipping Damage, Stolen or Lost
We want your shelves to arrive safely! While damage or loss during shipping is rare, we offer Route shipping insurance for added peace of mind. Protect your purchase with affordable Route shipping insurance! This is selected by default and you may opt out of this during checkout. We want a worry free experience for you and Route allows us to do this while keeping prices competitive.
What is Route?
Route is an affordable shipping insurance company that covers packages that are damaged, stolen or lost in transit.
Where is My Order?
Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed to you.
How Does Route Work?
If your Route order ends up damaged, stolen or lost, Route's support team helps ensure that your order gets replaced or refunded. Claims will be reviewed for approval within 1-2 business days from filing.
Need to file a claim? You can easily file a one-click claim file here.
*By selecting Route shipping insurance (optional) at checkout, you'll be covered for any damage, loss, or theft during shipping. This means peace of mind and a quick replacement if anything happens.
**If you choose not to utilize the optional insurance, orders are insured for a maximum of $100 or order value, whatever is lesser. For questions and concerns about shipping, please contact the carrier.
What is Route?
Route is an affordable shipping insurance company that covers packages that are damaged, stolen or lost in transit.
Where is My Order?
Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed to you.
How Does Route Work?
If your Route order ends up damaged, stolen or lost, Route's support team helps ensure that your order gets replaced or refunded. Claims will be reviewed for approval within 1-2 business days from filing.
Need to file a claim? You can easily file a one-click claim file here.
*By selecting Route shipping insurance (optional) at checkout, you'll be covered for any damage, loss, or theft during shipping. This means peace of mind and a quick replacement if anything happens.
**If you choose not to utilize the optional insurance, orders are insured for a maximum of $100 or order value, whatever is lesser. For questions and concerns about shipping, please contact the carrier.
Returns
We accept returns on most items* within 30 business days of delivery. Please contact us within 30 days of receiving your order for a return authorization prior to sending the item(s) back.
Everything we do is centered around you and your space. Each piece is cut and made for you. Since we craft each shelf specifically for your space, returns and exchanges are limited. To help you plan perfectly, we offer affordable sample materials you can order to see the quality and color options in person!
ALL ITEMS:Must be shipped back within 40 days of shipment. Are subject to a 50% restocking fee. Customer is responsible for the return shipping cost. Custom orders and personalized items are not eligible for return.
Everything we do is centered around you and your space. Each piece is cut and made for you. Since we craft each shelf specifically for your space, returns and exchanges are limited. To help you plan perfectly, we offer affordable sample materials you can order to see the quality and color options in person!
ALL ITEMS: