Shipping Policy

I. Our Commitment to Reliable Delivery

At Khemphone Pay LLC, we understand that timely and secure delivery is a critical part of your shopping experience. This Shipping Policy outlines our comprehensive procedures for processing, packing, and delivering your order of bedroom furniture, headboards, dressers, and accessories to your doorstep, whether you are in the United States or abroad. Our logistics network is designed for reliability and care, ensuring that the quality you see online is the quality that arrives in your home.

We partner with trusted carriers and freight specialists to provide a range of shipping options to meet your needs and budget. By providing transparent information on timelines, costs, and processes, we aim to set clear expectations and ensure a smooth delivery journey for every order placed on https://khemphone.store.

II. Processing Time: From Order to Shipment

Once your order is confirmed and payment is authorized via our secure Stripe gateway, our fulfillment team springs into action.

  • Standard Processing: Most in-stock items are carefully picked, inspected, and packed within 1 to 3 business days (Monday through Friday, excluding U.S. federal holidays). Processing time begins after order verification and payment clearance.

  • Extended Processing: Certain items, such as custom-made headboards, special-order finishes, or items marked as “Made to Order” or “Pre-Order,” will have a longer production and processing lead time. This estimated timeline will be clearly displayed on the product page and at checkout before you complete your purchase.

  • Order Verification: In rare cases, our fraud prevention system may flag an order for additional verification, which can briefly extend the processing time. We will contact you promptly via email if this is required.

You will receive an Order Confirmation email immediately after purchase and a Shipping Confirmation email with tracking information as soon as your package leaves our warehouse.

III. Domestic Shipping (Within the United States)

We ship to all 50 U.S. states, utilizing a combination of standard parcel carriers and specialized freight services.

A. Shipping Methods & Carriers

  • Small Parcel Shipping: For smaller items like pillows, bedroom accessories, and lamps, we primarily use carriers such as UPS, FedEx, and USPS. These shipments typically include doorstep delivery.

  • Freight Shipping: Larger furniture items, including bed frames, dressers, and large headboards, are shipped via Specialized Freight Carriers (e.g., CEVA, XPO, R&L Carriers). These carriers are equipped to handle the size and weight of furniture and provide scheduled delivery.

B. Delivery Timelines & Costs

  • Transit Times: Once shipped, standard parcel delivery within the continental U.S. typically takes 3 to 10 business days, depending on your distance from our fulfillment centers. Freight shipments may take 7 to 21 business days, as they involve additional logistics and scheduling.

  • Shipping Costs: Shipping is not included in the product price unless specifically stated in a promotion. Costs are calculated in real-time at checkout based on:

    • Ship-to ZIP code.

    • Dimensions, weight, and fragility of items in your cart.

    • Chosen delivery service level (e.g., standard, expedited).

  • Estimated Delivery Dates: An estimated delivery date range will be provided at checkout and confirmed in your shipping confirmation email.

C. Freight Delivery Process (For Large Items)

Delivery of large furniture involves specific steps for which your cooperation is essential:

  1. Pre-Delivery Notification: The freight carrier will contact you via phone or email to schedule a delivery appointment within a specified window (usually a 4–6 hour block).

  2. Delivery Service Levels:

    • Threshold/Curbside Delivery: The standard service includes delivery to the first dry, flat area at your residence (e.g., driveway, curb, garage). The driver is not required to bring the item into your home. You are responsible for moving the item inside and to its final room.

    • In-Home Delivery & Placement: For an additional fee (selectable at checkout where available), you can upgrade to “Room of Choice” delivery. The delivery team will bring the item into your home, place it in the room you specify (ground floor), and remove the packing materials. They do not assemble the furniture.

  3. Inspection at Delivery: It is imperative that you inspect all packages for visible damage (crushing, punctures, broken wood) BEFORE the driver leaves. Note any damage on the driver’s delivery receipt (Bill of Lading) as “Subject to Inspection.” Take photos of any damage to the packaging or product. This is crucial for filing any freight claims.

IV. International Shipping

We are pleased to offer shipping to select countries outside the United States, bringing our collections to a global audience.

A. Ordering & Processing

  • Destination Restrictions: Not all products are available for international shipment due to size, weight, or regulatory restrictions. The website will automatically filter available items based on your shipping country.

  • Currency & Payment: All prices are in U.S. Dollars (USD), and your card will be charged in USD. Your bank will determine the final amount in your local currency.

  • Customs, Duties & Taxes: International customers are solely responsible for all import duties, customs broker fees, tariffs, and taxes (e.g., VAT, GST) levied by the destination country. These fees are not included in our shipping cost or product price and are payable directly to the carrier or customs authority upon arrival of your shipment. We cannot estimate these fees, as they vary widely by country and product value.

B. Shipping & Delivery

  • Carriers: International orders are shipped via carriers such as UPS Worldwide, FedEx International, or DHL, or via international freight forwarders for large furniture.

  • Delivery Times: International transit times vary significantly by destination, carrier, and customs processing. Please allow 10 to 30+ business days for delivery after shipment.

  • Customs Documentation: We are required by law to accurately complete customs declarations, stating the true value of the contents. We cannot under-declare values or mark shipments as “gifts” to avoid duties.

V. Order Tracking & Delivery Management

  • Tracking Information: Your shipping confirmation email will contain one or more tracking numbers and links to the carrier’s tracking website.

  • Managing Delivery: For freight shipments, please respond promptly to the carrier’s scheduling calls/emails. If you need to reschedule, contact the carrier directly using your pro number (freight tracking number). Multiple rescheduling attempts or failure to be available may result in storage fees from the carrier, which will be your responsibility.

  • Address Accuracy: You are responsible for providing a complete and accurate shipping address. We are not liable for orders lost or delayed due to incorrect addresses. If you realize an error, contact us immediately at payment@khemphone.store. Address changes after shipment are not always possible and may incur additional fees.

VI. Multiple Items & Split Shipments

To ensure the fastest and safest delivery, items from a single order may ship from different warehouse locations or at different times, depending on availability. You will not be charged extra for split shipments. You will receive separate tracking information for each shipment.

VII. Delivery Issues: Damages, Loss, and Delays

Despite our best efforts, issues can occur during transit.

  • Visible Damage (Parcel or Freight): As stated, you MUST note any damage on the carrier’s paperwork before the driver leaves. Take clear photographs of the damaged packaging and product. Contact us at payment@khemphone.store within 48 hours of delivery with photos, a description, and the marked paperwork to initiate a claim.

  • Concealed Damage: If you discover damage after unpacking an item (e.g., a crack in wood that was not visible through the packaging), contact us within 7 days of delivery with detailed photos. We will guide you through the next steps, which may involve a replacement, repair, or refund.

  • Lost or Stalled Shipments: If your tracking shows no movement for an extended period (e.g., 7 days domestically, 14 days internationally), please contact us. We will investigate with the carrier and work toward a resolution.

  • Carrier Refusal or Failed Delivery: If a delivery attempt is made and no one is available (for freight), or the address is incorrect, the carrier will typically leave a notice and attempt re-delivery. Repeated failures may result in the shipment being returned to us. Return freight and restocking fees will apply, and a refund will be issued for the product cost minus these fees.

VIII. Policy Updates and Limitations

We reserve the right to update this Shipping Policy at any time. The policy in effect at the time of your order will govern that transaction. We are not liable for any delays in delivery caused by force majeure events, including but not limited to natural disasters, severe weather, labor strikes, war, pandemics, or global supply chain disruptions. In such events, we will communicate proactively with affected customers.

Thank you for choosing Khemphone Pay LLC. We appreciate your business and are dedicated to delivering your carefully chosen furnishings with the utmost care and professionalism.