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Our Damages Policy and Guidelines

At Kathy Kuo Home, we work with only the best in the shipping industry to ensure that your items arrive at your home safely and undamaged. In the unlikely occurrence that your item arrives damaged, defected or incorrect, we will immediately work to repair or replace your item. Please note that our damages policy is to replace or repair damaged or incorrect items. If you would like a refund, you must process your request as a return (see our Returns Policy here), which may incur fees for shipping, handling, and restocking costs. To guarantee the the best customer experience, please follow our guidelines below when you receive your delivery.

Damages or Incorrect Items Policy and Guidelines for Freight Items:

If you receive a freight item with a required signature, please inspect the packaging and open your package immediately (BEFORE SIGNING) to inspect the item. If the packaging or the item has obvious freight damage or is otherwise incorrect, refuse the shipment and mark the Bill of Lading packing slip as “damaged.” Please take clear photos of the damaged packaging and/or damaged item. If shipment is refused prior to inspection of the item, you may be subject to re-delivery fees.

After you refuse the shipment, please contact our customer service within 48 hours at cs@kathykuohome.com or 888-908-2925. Please be prepared with photos of the damage (we may ask for these to be sent to us via email). Once contacted, we will file your claim and ship you a replacement at no additional cost.

NOTE: If you sign for a signature-required freight shipment without reporting the damage, defect, or error, you are responsible for all such damages and your damage claim may be denied. All damage claims must also be received within 48 hours of your item's arrival. Damage claims reported after 48 hours of your item’s arrival may be declined.

NOTE: If you arrange to pick up your item from a warehouse, you forfeit the right to claim any damage on your item with Kathy Kuo Home.

Damages or Incorrect Items Policy and Guidelines for Parcel Items:

If you receive a no signature required parcel item, please open your package and inspect immediately. Please keep all original packaging. If your item is damaged or incorrect, please take photos of the item and its packaging and report the damage to customer service at cs@kathykuohome.com or 888-908-2925. Please be prepared with photos and a detailed description of the damage. Clear photos of the damage are mandatory in order to process a damage claim. We cannot accept damaged returns without the original packaging, and damage claims reported after 48 hours of your item’s arrival may be declined.

If your parcel item is damaged, we will first send a KKH certified furniture repair medic to restore your item to its brand new condition OR one of our design specialists will work with you to come to a mutually agreed money back or discount solution that meets your customer satisfaction. If we and our certified repair medic deem that an item is irreparable, we will provide an RGA # and instructions on how and where to ship the item back. Once we recieve your damaged item back, we will send out a replacement item.

Damage claims will be denied if the item has been used or installed.

Missing or Incorrect Items Policy and Guidelines for Parcel Items:

In the rare occurence that an item is missing or incorrect, please call us within 48 hours of delivery. We will investigate the situation and send a replacement item at our sole discretion. Kathy Kuo Home is not responsible for any misplaced or stolen packages. If your item is approved as an incorrect item, we will provide an RMA # and instructions on where to ship the item back. Once we recieve your incorrect item back, we will send out a replacement item. Incorrect item claims reported after 48 hours of your item’s arrival may be declined.

NOTE: Different computers and web browers display colors differently. We are not responsible for variations in color between the product you receive and the product shown on our site. Similarly, all items made from natural products (including but not limited to: wood, marble, limestone, alabaster, glazed ceramic, etc.) will have natural variations and no two items will look identical. These variations are expected and will NOT be considered defects, damages, or incorrect items.

Where Does My Damaged Return Item Go?

All damaged items returned to us are either donated or field destroyed. Damaged items are unfit for resale.

MORE WAYS TO REACH US
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Hours
Mon - Fri 9am to 9pm EST.
Sat - Sun 12pm to 9pm EST.
Email
cs@kathykuohome.com
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Terms & Conditions

Kathy Kuo Home only carries authorized inventory and maintains strong relationships with all of our vendors. As a part of these relationships, we respect our vendors' requests to be excluded from certain promotions.

Offer valid on items labeled "INCLUDED IN BUY MORE SAVE MORE" All other items are excluded from this offer. To receive the Buy More, Save More discount, enter promo code MEM2022 in the box labeled "ENTER PROMO CODE" and click "APPLY." Offer valid online only 5/19/22-5/31/22. Only one promo code may be applied per transaction; coupons may not be stacked; coupons cannot be applied to sale items.

Coupon codes are not valid for use on prior purchases and may not be used in conjunction with another promotional code.

Additional product exclusions not listed here may apply.

Please call us at 888-908-2925 or email us at cs@kathykuohome.com if you need assistance with your order.

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Important Shipping Notice

Thank you for your continued support and for shopping at Kathy Kuo Home.

At this time, we are simultaneously experiencing an unprecedented volume of orders while navigating several supply chain and shipping difficulties due to COVID-19 and manufacturing delays. As a result, our customer service team is receiving a much higher than usual number of inquiries.

Your patience and graciousness speaks volumes as we work to respond to every customer service request. Our expert team is dedicated to getting back to you as quickly as possible, and we are diligently working internally to improve our response times.

Please note that due to carrier shipping constraints, we are subject to extended shipping delays from our delivery partners. Please expect potential shipping delays and reach out to our customer service team for your current estimated delivery date. Many of our items are made-to-order or custom pieces, and the shipping time frame presented on each product reflects the estimated processing time before the item leaves our warehouse. Once items are in transit, they may take an additional 1-4 weeks to make it to your home.

If you are purchasing a gifting item, we encourage you to place order as early in advance as possible to receive your item by your preferred date.

If you have concerns about your order, please reach out to us via chat, phone or email.

Thank you once again for your patience and support during this time.
The Kathy Kuo Home Team

Thank you for shopping at Kathy Kuo Home! We deeply value your happiness and loyalty and are honored to be a part of your home furnishings and holiday celebrations this year.

That is why we want you to know how important it is to get your holiday shopping done as early as possible this year. Our dedicated team is working diligently on your orders, but we are experiencing an unprecedented volume of orders while navigating global supply chain, manufacturing and shipping delays. Your patience and graciousness speaks volumes as we work to respond to every customer service request.

Here is some important shipping info to know this holiday season:

Gift Items
If you are purchasing a gifting item, we encourage you to place your order as early in advance as possible to receive your item/s in time. Please refer to the product page for an estimated ship date and note that this does not include transit time. If the product page does not have an estimated ship date, please contact us to confirm the item is in stock.

In-Stock & Ready To Ship Items
Items marked in-stock and ready to ship will require order processing time, which varies by warehouse but typically takes 10-20 business days due to decreased warehouse staff and increased demand. Once your order is processed and shipped, delivery is subject to estimated carrier transit times:

In-stock parcel deliveries take 3-7 days transit time after the order is processed and shipped out.

In-stock standard truck deliveries take 2-3 weeks transit time after the order is processed and shipped out.

Made-To-Order or Backordered Items
Made-To-Order, custom or backordered items require extended time for order fulfillment. We encourage you to place your order now to secure the inventory for when the item become available to ship out.

Please note that out-of-stock and made-to-order items will not deliver in time for the holidays.

White Glove Delivery
Items that require or are upgraded to our Premium White Glove Delivery service takes 4-6 weeks transit time after the order is processed and shipped out. Please note that White Glove deliveries will not deliver in time for the holidays.

Thank you once again for your patience and support during this time.

If you have concerns about your order or estimated delivery times, please reach out to us via email with your order number or the item/s you would like to check on.

The Kathy Kuo Home Team

Thank you for shopping at Kathy Kuo Home! We deeply value your happiness and loyalty and are honored to be a part of your home design journey.

Our dedicated team is working diligently on your orders, but we are experiencing an unprecedented volume of orders while navigating global supply chain, manufacturing and shipping delays. Your patience and graciousness speaks volumes as we work to respond to every customer service request.

Here is some important shipping info to know:

Gift Items
If you are purchasing a gifting item, we encourage you to place your order as early in advance as possible to receive your item/s in time. Please refer to the product page for an estimated ship date and note that this does not include transit time. If the product page does not have an estimated ship date, please contact us to confirm the item is in stock.

In-Stock & Ready To Ship Items
Items marked in-stock and ready to ship will require order processing time, which varies by warehouse but typically takes 10-20 business days due to decreased warehouse staff and increased demand. Once your order is processed and shipped, delivery is subject to estimated carrier transit times:

In-stock parcel deliveries take 3-7 days transit time after the order is processed and shipped out.

In-stock standard truck deliveries take 2-3 weeks transit time after the order is processed and shipped out.

Made-To-Order or Backordered Items
Made-To-Order, custom or backordered items require extended time for order fulfillment. We encourage you to place your order now to secure the inventory for when the item become available to ship out.

White Glove Delivery
Items that require or are upgraded to our Premium White Glove Delivery service takes 4-6 weeks transit time after the order is processed and shipped out.

Thank you once again for your patience and support during this time.

If you have concerns about your order or estimated delivery times, please reach out to us via email with your order number or the item/s you would like to check on.

The Kathy Kuo Home Team

Memorial Day Sale Starts Now! Coupon Code Use Code: MEM2022
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Shop Here, Ship Anywhere!

We offer international shipping on all items to countries across the globe—from Australia to Zimbabwe. Bring beautiful design to your very own corner of the world.

CONTINUE SHOPPING

Note: Once you place your order, a Kathy Kuo Home logistics expert will be in touch with your international shipping cost within 2 business days via email. International orders will not be considered final and will not be charged until you approve the international shipping costs.

 

 
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Contact Us

Customer Service

1-888-908-2925 cs@kathykuohome.com

Mon - Fri 9am - 9pm EST

Sat - Sun 12pm - 9pm EST

Interior Design Services

1-888-908-3486 designs@kathykuohome.com

Mon - Fri 9am - 6pm EST

Trade Specialists

1-888-505-3922 trade@kathykuohome.com

Mon - Fri 9am - 6pm EST

Southampton Store

631-377-3213 southampton@kathykuohome.com

Open 12:00PM - 5:00PM EST

Closed Wednesdays