Tracking your table shipment
When your order is fulfilled, the system generates an automated message with tracking number. We use a number of carriers, please follow the instructions below.
If your tracking number starts with the letters SS, please click here to track the shipment.
If your tracking number starts with the letters TSE, please click here to track the shipment.
For other tracking numbers, please click here to track the shipment.
Please contact our customer service if you need any assistance.
SHIPPING TO CONTIGUOUS 48 US STATES
Orders over $50, excluding taxes and handling fee, are eligible for free shipping. If free shipping is chosen at checkout, we reserve the right to pick the best method to deliver your order. All orders, excluding tables, will be sent via USPS, FedEx, or UPS. The estimated shipping time is 5 to 8 business days. Once your order is shipped you will receive an email with your tracking information. Rush delivery is available for an additional charge. Excluding tables, the cutoff time for same day shipping is 11AM ET. If overnight or two-day shipping is desired, please place your order by 11AM ET, to be sure your order can be processed in time.
Tables are delivered curbside via truck freight. Please read Table Delivery Information when ordering a table.
Please ensure that the shipping address is correct. There will be additional charge imposed by the freight carriers for address change.
SHIPPING TO PUERTO RICO, HAWAII, AND ALASKA
Table delivery is free of charge to the port of your choice in the continental US. You will be responsible to arrange the delivery to the final destination via a freight forwarder or other means.
SHIPPING TO CANADA
Table delivery from USA to Canada will be charged an additional shipping fee of US$220.
Canadian authorities or shipping companies may charge import duties, taxes, and other fees that you may have to pay prior to the delivery. Please note that as the importer of the products, you are responsible for the compliance with the local laws including the payment of these fees.
TABLE DELIVERY INFORMATION
Tables are shipped free of charge within contiguous 48 US States. Once your order is shipped you will receive an email with your tracking information. Please check the freight carrier’s website for shipment status. All tables are delivered Monday through Friday via motor freight carriers. Expedited delivery and additional service like Inside Delivery can be provided by the freight carrier at additional charges. Please contact JOOLA USA if special service is required. Due to the size, some trucks may be unable to access certain residential areas. If you are aware that your destination may have this issue, please contact JOOLA USA prior to placing the order. We will work to find a freight carrier that can accommodate your requirements.
- Freight Delivery
- When the table is picked up by the freight carrier, you will receive an email notification with a tracking number and freight carrier information. The freight carrier will call to schedule a delivery appointment in the residential area. Please make sure you leave a valid phone number in your order information so the freight carrier can contact you. Alternatively, you may contact the freight carrier to make delivery appointment.
- Most freight carriers have a four-hour time windows for delivery. We have no control of freight carriers. For faster response, if the freight carrier is late for delivery, please contact them directly with your tracking information.
- Failure to comply with the arranged delivery time will result in additional charges for re-delivery and/or storage fees established by the freight carrier. The additional charge will be your responsibility. The charge is at least $79.
Accepting the Delivery
Be sure to inspect the freight before signing the delivery receipt!
The freight carriers do their best to ensure your table arrives without any damages. However, some damage may occur during the transportation. We would like to hold the freight carriers accountable for the damage, and recover the cost of the damage. Please do not sign the delivery receipt until you have fully inspected the freight. If there is any visible damage to the shipment, please do not sign the delivery receipt. Signing the receipt will absolve the freight carrier of any damage responsibility.
If everything looks good, please sign and accept the table.
If the table 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 table is delivered, please refuse the freight. If you discover the delivered table is wrong after the driver has left, please do not unpack or assemble the table. Leave everything in the original package, and notify JOOLA North America customer service immediately.
For any concealed damage found after the delivery, you must contact JOOLA North America customer service within 5 days of delivery. Please do not attempt to assemble the table. Please keep all the original packaging, including the pallet. If the table needs to be returned, the original packaging will be required for the table to be picked up.
Once you notify us of a shipment rejection or damage, you will receive email confirmation from JOOLA North America customer service.
Shipping Address Change
If the shipping destination address needs to be changed for any reason after the table has already been shipped, the freight carrier will charge an additional fee. This additional charge is your responsibility. The additional charge is a minimum $79.
If a cancellation request is received after the table has been shipped, the shipping charge to return the table to our warehouse will apply, and a minimum $199 will be deducted from the refund.
The standard delivery is to the curbside. Additional service, such as Inside Delivery or White Glove Service, may be requested for additional fee. To request additional service, please contact JOOLA USA with clear instructions on what is requested prior to placing the order. The ordering processing time may be longer. We will try our best to find a freight carrier that can accommodate your request. However, there is no guarantee that the service requested is available in your area. We will contact you when the additional charge is provided by the freight carrier.