Shipping policy
All Kase Custom furniture is handmade to order and ships according to our current build time. The most accurate lead time is always listed in the homepage banner and our FAQs.
Shipping Destinations and Rates
All furniture orders delivered within the contiguous United States include complimentary standard shipping.
For Alaska, Hawaii, U.S. territories, Canada, and supported Caribbean destinations, shipping charges are calculated and displayed at checkout. Import duties, taxes, and brokerage fees for orders shipped outside the United States are the responsibility of the recipient and may be assessed on arrival.
We ship worldwide, subject to carrier availability. If your destination isn't available at checkout, email hello@kasecustom.com with the piece you're considering and the complete delivery address. We'll confirm available service and prepare a shipping quote. We've delivered throughout Europe and beyond and are glad to arrange international shipping wherever service is available.
For international shipments quoted directly by Kase Custom, the recipient is responsible for any import duties, taxes, brokerage fees, or other destination charges not expressly included in the quote. These charges may be assessed upon arrival.
Delivery and Transit Times
Estimated transit times after shipment are:
- Contiguous United States: typically 3–8 business days
- Canada: typically 6–10 business days
- Other international destinations: varies by location and may take longer
Transit estimates begin after your furniture ships and do not include our made-to-order build time. International shipments may also be affected by customs processing.
Once your furniture is prepared for shipment, you'll receive an email notification.
Standard Freight or UPS/FedEx Ground
Standard shipping is complimentary within the contiguous United States and calculated at checkout for other destinations.
Larger pieces ship boxed and secured to a pallet via freight. Freight deliveries are made by appointment at curb level.
Smaller pieces ship boxed via UPS or FedEx Ground under the carrier's standard delivery service for your address. These shipments include tracking and an estimated delivery date.
Curbside freight delivery means your shipment is unloaded from the truck at the closest safe and accessible point the driver can reach—often the curb or driveway. It does not include carrying furniture to the door, inside a building, up or down stairs, or to an upper floor. Someone must be present to receive the shipment at the scheduled delivery appointment.
Full-Service White Glove Delivery
White Glove is our premium delivery option and is available in most locations within the contiguous United States for $250 per order. The fee covers all furniture included in the order and includes:
- Inside delivery to the room of your choice
- Unpacking and placement
- Professional assembly
- Removal of all packaging
You can select White Glove delivery at checkout or request the upgrade before your order ships by emailing hello@kasecustom.com.
White Glove service is performed at the delivery address and does not include moving services. Standard service assumes a safe, unobstructed path to the selected room.
If your delivery involves stairs, a walk-up building, an upper floor, limited elevator access, a long carry, or another challenging access condition, contact us in advance. We'll review the furniture and delivery location with the service provider to confirm what is possible. Additional charges may apply.
If White Glove delivery is unavailable or cannot be completed under the required conditions, we'll contact you with available alternatives and refund the White Glove fee if an alternative is not selected.
For destinations outside the contiguous United States, inside delivery and assembly may be available depending on location. Email hello@kasecustom.com, and we'll look into the available options for your address.
Safe, Reliable Delivery
Kase Custom remains responsible for loss or damage while your order is in transit, until the carrier completes delivery at the applicable delivery point for the service selected (DAP — Delivered At Place). Different terms may apply when expressly stated in a written international shipping quote.
If a shipping issue occurs, contact us and we'll work directly with the carrier to resolve it.
Delivery Access
Because our furniture is made to order and many pieces are large, please confirm before ordering that the furniture and its packaging can safely fit through the required delivery path. This includes doorways, hallways, elevators, stairwells, gates, and other access points.
We're happy to provide package dimensions and weights before or after you order. Email hello@kasecustom.com, and we'll send them to you.
If delivery cannot be completed because the location cannot safely accommodate the shipment or no one is available to receive it, the carrier may hold the order at its local terminal. Storage charges beyond the carrier's complimentary holding period, re-delivery charges, and return freight costs are the buyer's responsibility.
Inspecting Your Delivery
Every piece leaves our woodshop packed to arrive in pristine condition. Shipping damage not uncommon, but it can happen.
Freight deliveries: Look over the pallet and packaging before the driver leaves. If you see damage to the outer packaging, note it on the delivery receipt before you sign, even if the piece inside appears fine. That note is what makes a freight claim possible.
Parcel deliveries: Photograph the box before opening if there's any visible damage.
Both: Unbox within 48 hours and look your piece over. Tell us within 5 days of delivery if anything isn't right. Email hello@kasecustom.com with photos and we'll respond within 2 business days. Keep the packaging until everything is settled.
Reaching out after that window doesn't leave you without recourse — email us and we'll see what we can do. But shipping claims run on carrier deadlines we can't extend, so the sooner we hear from you, the more we can do.