Frequently Asked Questions

Ordering

How long until my order ships?
Orders are processed within 1 to 3 business days. Once your order is dispatched you will receive a tracking number by email.

How long until it arrives?
Our pieces are dispatched directly from our production partners in China. After the 1 to 3 business days we take to process your order, smaller items such as pillows, lighting, wall decor and accessories typically arrive within 10 to 20 business days. Larger pieces including rugs, sofas, sectionals, dining tables and outdoor furniture ship by freight and typically arrive within 25 to 45 business days.

Can I cancel or change my order?
Yes, as long as it has not been dispatched. Contact us as soon as possible at +1 818-309-0351 or info@kavorahome.co and we will cancel it for a full refund.

Do you take phone orders?
We do. Call +1 818-309-0351, Monday to Friday, 9:00 am to 5:00 pm Pacific.

Shipping and delivery

Where do you ship from?
Kavora Home is a retailer based in Simi Valley, California. Our inventory is held and dispatched by our production partners in China, and orders ship directly from those partners to your door. Shipping from source rather than holding warehouse stock is how we keep shipping free on every US order, and it is why delivery takes longer than a domestic warehouse would. The delivery windows above are the ones to plan around.

What does shipping cost?
Nothing. Shipping is free on every order within the United States, with no minimum order value and no additional fees added at checkout. The price shown on the product page is the price you pay. There are no customs charges or import duties for you to pay on delivery.

Where do you deliver?
All 50 US states, Washington DC and US territories. We do not currently ship outside the United States.

How are large items delivered?
Oversized pieces such as sofas, sectionals, dining tables and large rugs ship by freight carrier. The carrier will contact you to schedule a delivery window. Please make sure someone aged 18 or over is available to receive the delivery, and check before ordering that the piece will fit through your doorways, hallways and stairwells.

My tracking says delivered but I don't have the package.
Check with your neighbors and around the property first, then contact both the carrier and us. We will open an investigation with the carrier on your behalf.

My tracking hasn't updated in a while.
If it has not moved for more than 7 business days, contact us and we will chase the carrier on your behalf.

Returns

What is your return policy?
You have 30 days from the day your order is delivered to return most items in new, unused condition with their original packaging. The window starts on delivery, not on the day you ordered. Full details are in our Refund Policy.

Who pays return shipping?
We do, if the item arrived damaged or defective or we sent the wrong thing. Otherwise return shipping is your responsibility. For oversized and freight items we can arrange pickup and deduct the actual cost from your refund, and we will quote it to you first.

Do I have to ship returns back to China?
No. Contact us for a return authorization and we will send you the correct return address with it. Please wait for that authorization before shipping anything back.

Is there a restocking fee?
Not on standard items. Oversized and freight items carry a 15% restocking fee, and we will tell you before you return anything.

How do I start a return?
Email info@kavorahome.co or call +1 818-309-0351 with your order number. We will send you a return authorization and the correct return address within one business day.

How long does a refund take?
We issue the refund within 3 business days of receiving and inspecting your return. Your bank may take a further 5 to 10 business days to post it.

My item arrived damaged.
Photograph the packaging and the item and contact us within 7 days of delivery. We will replace it or refund it in full, your choice, and we cover the return shipping.

Products

Who makes the products you sell?
Kavora Home is a retailer, not a manufacturer. Our pieces are produced by our manufacturing partners in China and sold under our own name rather than a third-party brand. We are not an authorized dealer for any other brand, and we do not sell branded goods.

Will the color match the photos?
We photograph products as faithfully as we can, but screens vary and natural materials vary between production runs. If a colorway matters for your room, call us and we will tell you what to expect.

Do I need a rug pad?
On hard floors, yes. A pad keeps the rug from sliding, adds cushioning, and meaningfully extends the life of the rug. We carry them.

Do rugs shed?
Natural fiber rugs shed lightly for the first few weeks. Vacuum on a low-pile setting and it settles down.

Does furniture arrive assembled?
It varies by piece. Larger items often need two people to unpack and position. If you are unsure about a specific piece, call or email us before ordering.

Payment and account

What payment methods do you accept?
The methods shown at checkout. All payment information is collected over an encrypted connection and handled by our payment providers.

Do I need an account to order?
No. You can check out as a guest. An account makes it easier to track orders and reorder later.

Still have a question?

Kavora Home
Simi Valley, California, United States
Phone: +1 818-309-0351
Email: info@kavorahome.co
Hours: Monday to Friday, 9:00 am to 5:00 pm Pacific Time