Shipping policy

Everyday Shipping Policy

Shipping times vary by manufacturer and by product. After you place an order, here’s the typical process from checkout to delivery:

  1. Order verification: We verify stock and order details with the manufacturer.
  2. In-stock items: In-stock orders are processed immediately and typically leave the manufacturer’s warehouse within 24–72 business hours.
  3. Backordered items: If items are backordered, the order may be placed on hold while we confirm the most accurate lead time and/or search for viable replacement options (when available). Once replacements are selected (and approved if needed), the order resumes processing and ships.
  4. Tracking: When items ship, you’ll receive tracking information by email (carrier-provided).
  5. Freight scheduling: If your order ships via freight, the carrier typically calls to schedule a delivery appointment as your shipment reaches the local terminal.
  6. If we experience any delays in fulfilling your order, your KC Office Support Team will reach out with the most accurate timeline so you’re always in the loop.

Backorders & Pre-Orders

If a product is backordered or available for pre-order, we’ll list an estimated ship date on the product page and/or during checkout. Backorder timelines can change based on manufacturer production and inbound freight schedules. Payment for pre-orders is collected at checkout to reserve your place in line. For updates, email hi@kcofficedesign.com.

Our Shipping Partners

Items are shipped via FedEx, UPS, USPS, or booked through a freight carrier (dock-to-dock unless additional services are purchased). Kansas City Office Design is not responsible for carrier delays once an order is in transit. That said, if a shipment appears stuck or delayed, contact us at hi@kcofficedesign.com and we’ll help troubleshoot.

Residential Delivery

Some manufacturers and carriers apply additional shipping surcharges for residential delivery (and/or limited access locations). These fees can vary based on carrier rules, location, and delivery conditions.

If a residential surcharge applies to your order, we will confirm the exact amount with you before processing when possible.

Shipping to PO Boxes

We’re unable to ship to P.O. boxes. Please reach out to hi@kcofficedesign.com with any questions.

White Glove Delivery

Furnishing a large or corporate office? In most major markets across the U.S., we offer White Glove Delivery from our door to yours. Schedule your preferred date and our team can coordinate delivery, placement, and removal of packing materials. For corporate orders, we can also work with your landlord or building facilities manager to ensure everything runs smoothly. Contact our support team to learn more about home white glove or corporate furnishing services.

Freight Forwarders, Off-Site Package Managers & Third-Party Package Lockers

If a freight forwarder, off-site package manager, or third-party locker is used, the following terms apply:

  • Kansas City Office Design is not responsible for damage, defect, material differences, or loss that occurs after delivery to that third party.
  • We cannot provide a replacement or refund for goods delivered to a freight forwarder/off-site manager/locker that are later damaged or lost.
  • You should instruct the third party to refuse visibly damaged shipments upon receipt.
  • Goods lost after being received by the third party are the customer’s responsibility.

Delivery Appointments, Missed Deliveries & Carrier Fees

Freight carriers often require a delivery appointment. If a delivery appointment is missed, if the delivery location is inaccessible, if the receiving party is unavailable, or if an incorrect address is provided, carriers may charge fees such as re-delivery, storage, detention/wait time, or address-change fees.

Any carrier fees resulting from missed appointments, incorrect delivery details, delivery refusal, or failed delivery attempts will be passed through at cost. If additional fees are triggered, we will notify you as soon as we’re aware of them.

How to Receive Your Freight Shipment

When your freight shipment arrives, you will be responsible for removing pallets from the truck using a forklift or pallet jack unless Liftgate Delivery or White Glove Service were requested at the time of order.

  • Liftgate Service includes unloading the palletized shipment from the truck to your driveway, parking lot, or curbside area (carrier dependent).
  • Inside Delivery is a threshold service. The carrier will bring palletized boxes into the building or garage provided there is a doorway large enough and a flat path for entry. You are responsible for moving items to their final location. If you do not have a loading dock or forklift available to unload, liftgate service may also be required for this delivery method.
  • White Glove Service generally includes moving boxes to the room of your choice and removing packaging (service levels vary by market). This is not an assembly service unless specifically quoted. For deliveries above ground level, a freight elevator may be required.

If you require additional help moving your items within your building, contact us and we can provide a custom quote for your area.

After you place your order, you will receive a link to this page with your order confirmation and again in your tracking email. You may also receive a delivery checklist to have on hand when receiving your shipment.

Delivery Checklist

Step 1 — Unload and Collect Paperwork

You will receive two documents:

  • Delivery Receipt — provided by the driver
  • BOL (Bill of Lading) — often in a plastic envelope taped to the pallet (look for “PACKING SLIP ENCLOSED”). If it’s missing, let us know and we can provide a complete shipped item list.

Step 2 — Inspect All Pallets and Cartons

Before the driver leaves:

  • Walk around each pallet/carton and visually inspect the shipment. Do not feel rushed.
  • Do not refuse the shipment. If there is visible damage, accept the shipment and note it.
  • If there is visible damage, write “DAMAGED” on the delivery receipt before signing. Damage includes crushed cartons, ripped boxes, holes, scuff marks, punctures, shoe prints, or product falling off the pallet.
  • Count the number of boxes and verify it matches the quantity listed on the BOL/packing slip. Note any discrepancies on the delivery receipt.

Step 3 — Sign the Paperwork

If everything looks good, sign. If the shipment arrives with damage or shortages, sign with notes and contact Kansas City Office Design immediately.

Step 4 — Inspect Within 24 Hours

Within 24 hours of delivery, externally inspect all items for damage and reconcile with the BOL/packing slip. Prior to installation, all boxes should be inspected internally for concealed damage.

Damage, Defects & Claims

Do Not Discard Packaging

If there is damage or a defect:

  • Do NOT throw away cartons or packing materials.
  • Do NOT assemble the product.
  • Claims are commonly denied if packaging is discarded or products are assembled.

Take photos:

  • Photos of the damaged box before opening
  • Photos of the damaged area
  • Photos of the entire box including labels, item numbers, and any PO/reference numbers

If no damage is noted at delivery, the carrier may require photos of the packaging to file a concealed damage claim. If there is a manufacturer defect, the manufacturer may require images of packaging and SKU labels.

Reporting Deadlines

  • For external damage or shortages: contact us within 24 hours of delivery.
  • Reports submitted after 24 hours may be denied by the carrier/manufacturer.

Information Required for Claims

  • SKU number and quantity affected
  • Description of damage
  • Photos of damage
  • Photos of the box/carton where damage occurred
  • Photo of the overall box/carton

To start a claim, contact Kansas City Office Design:
Phone: (816) 360-9320
Email: hi@kcofficedesign.com

Damaged merchandise must be held at the delivery location in the original packaging with all original packing materials until the claim is resolved. Disposal of damaged product or packaging may void the claim.

Returns, Cancellations & Order Changes (New Items)

Most products we sell are commercial-grade items that are built-to-order or produced to customer specifications. For that reason, most manufacturers do not allow returns once an order is placed or released to production.

  • All sales are final unless otherwise stated in writing.
  • Order changes/cancellations: Once an order has been submitted to the manufacturer, released to production, or shipped, it may not be cancellable or changeable. If a change or cancellation is still possible, manufacturer fees may apply.
  • Refused deliveries: If an order is refused or returned without authorization, return freight and any manufacturer/carrier fees may be passed through at cost.

If you have questions before ordering, contact us and we’ll help confirm specs, finishes, dimensions, and lead times.

Local Pickup & Local Delivery (Kansas City Area)

For items delivered locally or picked up in the Kansas City area:

  • Please inspect items at the time of pickup/delivery.
  • Delivery fees, labor, and installation services are non-refundable once performed.

Used, Refurbished & Second-Hand Items

Used office furniture, refurbished items, and second-hand items are sold as-is and may show normal wear (scratches, scuffs, fabric variation, finish differences).

  • All used/refurbished/second-hand sales are final.
  • Used inventory is limited and may sell quickly; availability and holds are not guaranteed unless confirmed in writing.