FAQs

Kaiyo is an online marketplace for pre-owned furniture. We’re committed to great design, exceptional customer care, and a more sustainable planet.

By buying and selling with Kaiyo you give great furniture a second life in a new home.

We offer high-quality secondhand furniture at up to 90% off retail and provide fast, white-glove delivery. Every item is pre-cleaned and each listing features real photos so what you see is what you get.

Selling with Kaiyo is easy. Forget about dealing with strangers, rental cars, or five flights of stairs. Kaiyo provides a fast, free pickup, and we clean, photograph, store, and deliver your furniture to its new home. We’ll send you a fast cash offer after your appointment. Accept it within 48 hours and you’ll be able to cash out without waiting for your item to sell. Decline our offer if you’d prefer to wait and see how your furniture fares in our marketplace. You’ll earn a revenue share based on your item’s final resale price once sold.

Kaiyo provides white-glove pickup and delivery to the greater New York City, Los Angeles, San Diego, Philadelphia, Baltimore, and Washington D.C. metro areas, and offers nationwide delivery via our network of trusted carriers.

Enter your zip code to check if you’re located in our white-glove service area.

Sellers in our white-glove service area receive a fast, free pickup for items approved for sale in our marketplace. We do not offer pickups for sellers outside of our white-glove service area at this time.

We require a $350 minimum order value before taxes and fees for delivery. If your cart value is lower, you may pay the difference to become eligible for delivery.

Kaiyo White-Glove Delivery Customers in Kaiyo’s white-glove service area receive flat-rate delivery for $149 per order. Once your appointment is confirmed, you have until 5 PM ET two days prior to your appointment to cancel. Your delivery fee is non-refundable after this time.

Third-Party Delivery For customers within the continental US who are outside of Kaiyo’s white-glove service area, we offer delivery through our network of trusted third-party carriers. Your delivery cost will be estimated at checkout per item based on your zip code and the weight and dimensions of the item(s) you are ordering but is subject to change depending on the delivery prices charged by third-party carriers. You will be notified and asked to accept any delivery charges exceeding those presented at checkout. If you do not agree to the revised delivery price, your order may be canceled.

Customer Support Our customer support team is available 7 days a week, 9 AM - 6 PM ET Monday through Sunday. You can contact us at +1 (646) 844-8585 or via email at [email protected].

White-Glove Delivery and Pickup Delivery is available to our buyers 7 days a week within our East Coast white-glove service area, and Tues-Sat within our West Coast white-glove service area.

Complimentary pickup for sellers is available 7 days a week within our East Coast white-glove service area, and Tues-Sat within our West Coast white-glove service area.

Enter your zip code to see if you’re in coverage.

Warehouse Pickup Warehouse pickup for our buyers is available 7 days a week from 9AM to 3PM at our Teterboro, NJ warehouse. Pick up is available Monday - Saturday from 9am to 3pm at our Hyattsville, MD warehouse. Pick up is available Tuesday - Saturday from 9am to 3pm at our Chino, CA warehouse. Simply select "I will pick up" under "Shipping & Pickup" at checkout. Please note, we are an online marketplace and do not allow customers to shop at our warehouse locations.

Yes, we can provide a COI (Certificate of Insurance) as needed by your building’s management. Email us at [email protected] with the required information and we’ll prepare the paperwork.

Kaiyo uses our own proprietary algorithm to determine the fair price for each item in as little time as possible.

Initial pricing is set based on the item category, its original value, and our assessment of its condition upon inspection and cleaning. Our pricing is updated almost every day to reflect market data.

“Original Price” is what the seller paid for the item originally, or, in the case of discontinued or overstock items, what the seller estimates the item would sell for if new.

We do our best to verify original prices and brand names to avoid misrepresentations, but we still rely heavily on sellers for this information. As such we encourage you to do your own research as well.

Should you see any errors in our catalog, send the item’s SKU and your verification source to [email protected] and we’ll get it corrected right away.

We do our best to accurately depict every item we receive, but we are not certified authenticators. When buying used furniture, it is important to remember that every item is unique. We rely heavily on our sellers for item information, and while our team makes best efforts to identify any issues or mistakes, we cannot guarantee 100% accuracy given our volume. Please take the time to do your research and carefully inspect each piece prior to accepting your delivery or pickup, especially when dealing with a given brand.

You will own any item you purchase once your pickup or delivery has been accepted. All sales are final. Should you wish to sell these items in the future, we’re happy to help — simply fill out our seller submission form.

Yes. Every item we receive is professionally washed with industrial-grade equipment by our own team.

We do not have a physical showroom, and cannot allow in-person viewing, as each item is wrapped and stored in our warehouse in preparation for delivery.

Absolutely. Our team photographs each item with studio lighting and high-definition photography so that what you see is what you get.

We include an item’s condition as a guideline to help you gauge its current condition. Because our furniture is used, we urge you to do your own inspection upon delivery or pickup to ensure that you are satisfied with every item you’ve purchased. Once a delivery or pickup has been accepted and completed, all sales are final.

• Like New: Item is in near perfect condition with virtually no signs of use.
• Excellent: Item has minimal stains, defects or signs of wear, consistent with minimal use.
• Gently Used: This item shows gentle wear expected with use. In some cases, there may be minor nicks, dents or tears. Most household furniture would fall into this category.
• Fair: Item is fully functional but has noticeable stains, tears or defects.
• Salvage: Item shows signs of heavy use. The item may require repair or have functional defects.

Yes, we can provide a COI (Certificate of Insurance) as needed by your building’s management. Email us at [email protected] with the required contact information and we’ll prepare the paperwork.

For those within Kaiyo’s white-glove service area, we can typically deliver in as fast as 2 business days. Please note that expedite fees may apply depending on dates selected.

Orders outside of Kaiyo’s white-glove service area will be delivered by a trusted third-party carrier. These deliveries typically take 2-6 weeks depending on the order.

Kaiyo provides white-glove pickup and delivery to the greater New York City, Los Angeles, San Diego, Philadelphia, Baltimore, and Washington D.C. metro areas. Our team of professional movers is trained to provide the utmost care for your items, which includes individually wrapping them for protection, packing them carefully, transporting them to your home, unwrapping and assembling them, and placing each one in your desired location.

We require a $350 minimum order value before taxes and fees for delivery. If your cart value is lower, you may pay the difference to become delivery eligible.

Customers in our white-glove service area receive flat-rate delivery for $149 per order. Once your appointment is confirmed, you have until 5 PM ET two days prior to your appointment to cancel. Your delivery fee is non-refundable after this time.

For customers within the continental US who are outside of Kaiyo’s white-glove service area, we offer delivery through our network of trusted third-party carriers. Your delivery cost will be estimated at checkout per item based on your zip code and the weight and dimensions of the item(s) you are ordering but is subject to change depending on the delivery prices charged by third-party carriers. You will be notified and asked to accept any delivery charges exceeding those presented at checkout. If you do not agree to the revised delivery price, your order may be canceled.

Your cart value must be $350 before taxes and fees to qualify for delivery. If your cart value is under $350 you may:

• Add more items to cart until you reach our $350 minimum
• Pay the difference noted in “Other Fees” to qualify for delivery
• Select “I will pick up” during checkout to pickup your items from one of our warehouses and avoid delivery fees

Kaiyo has warehouses in multiple locations across the country, each of which stores items for sale on our website.

We charge a $99 per-item fee to transfer an item in a warehouse across the country from its buyer.

If an order is canceled two days before its delivery date by 5 PM local time, Kaiyo will refund the transfer fees related to that order.

Warehouse pickup is available 7 days a week from 9AM to 3PM at our Teterboro, NJ warehouse. Warehouse pickup is available Monday - Saturday from 9AM to 3PM at our Hyattsville, MD warehouse. Warehouse pickup is available Tuesday - Saturday from 9am to 3pm at our Chino, CA warehouse. Simply select “I will pick up” under “Shipping & Pickup” at checkout.

You will be asked to select a day that works for you at the time of your order. Please note, you are not able to select a time frame. This helps us keep our prices low, as we plan the most efficient route for our team.

Kaiyo White-Glove Delivery Customers: Kaiyo provides white-glove pickup and delivery to the greater New York City, Los Angeles, San Diego, Philadelphia, Baltimore, and Washington D.C. metro areas. We will reach out to you two days prior to your appointment asking you to confirm by 5pm. After you confirm, we will email you a 4-hour time window, two days prior to your appointment. Our team will send an automated text when they are on their way to your appointment with an estimated time of arrival.

Third-Party Delivery Customers We work with a network of trusted third-party carriers to deliver orders to those who are not within Kaiyo’s white-glove delivery area. You will be contacted directly by your third-party carrier prior to your appointment with your assigned time window.

Kaiyo White-Glove Delivery Customers Kaiyo provides white-glove pickup and delivery to the greater New York City, Los Angeles, San Diego, Philadelphia, Baltimore, and Washington D.C. metro areas. Depending on availability, customers may purchase additional items up until 12 PM 4 days prior to their scheduled appointment. Any additions made after this time will be based on item location and subject to a rush fee.

Kaiyo Warehouse Pickup Customers Kaiyo offers warehouse pickup in Teterboro, NJ, Hyattsville, MD, and Chino, CA. Depending on availability, customers may purchase additional items up until 12 PM 2 days prior to their scheduled appointment. Any additions after this time will be based on personnel availability and will be subject to a rush fee.

Third-Party Delivery Customers We work with a network of trusted third-party carriers to deliver orders to those who are not within Kaiyo’s white-glove delivery area. Unfortunately, you may not add additional items to your order once your transaction is complete. Due to limitations with third-party deliveries, any additional items will need to be placed through an additional order.

Kaiyo’s cancellation policy is dependent on the delivery method used for your order.

Kaiyo White-Glove Delivery Cancellations Customers in our white-glove service area may cancel their order up until 5 PM ET two days prior to their scheduled delivery date with no additional fees. For example, if your delivery is scheduled for Wednesday, you may cancel anytime before 5PM ET on Monday.

Delivery fees are non-refundable for any cancellations made outside of this time window, and you cannot cancel an order on the day of its delivery. Please refer to our return policy for more information.

Kaiyo Warehouse Pickup Cancellations Kaiyo offers warehouse pickup in Teterboro, NJ, Hyattsville, MD, and Chino, CA. These customers may cancel their order up until two days prior to their scheduled delivery date with no additional fees. For example, if your delivery is scheduled for Wednesday, you may cancel anytime before 5PM on Monday.

Cancellations made after this time window will incur a $20 per item restocking fee. You may not cancel an order on the day of its delivery. Please refer to our return policy for more information.

Third-Party Delivery Cancellations We work with a network of trusted third-party carriers to deliver orders to those who are not within Kaiyo’s white-glove delivery area. These customers should notify us at [email protected] within the next 24 hours, as prompt cancellation will reduce the likelihood of incurring return delivery charges.

Once your order leaves our warehouse, the delivery process has begun — any cancellations at this point are considered returns, and you will be responsible for both the initial delivery cost and the return delivery cost in addition to a $40 restocking fee per item. You may not cancel an order on the day of its delivery. Please refer to our return policy for more information.

You will be given the opportunity to carefully inspect your items at the time of delivery or warehouse pickup. It is your responsibility to inspect your pieces prior to accepting them to ensure that you are 100% satisfied with your purchase.

All sales are final once items have been accepted and delivery or warehouse pickup has been completed.

If the wrong item has been delivered, you may reject your delivery or warehouse pickup for a full refund.

Kaiyo White-Glove Delivery Returns Customers in our white-glove service area will be given the opportunity to carefully inspect items during your appointment. It is your responsibility to ensure that you are 100% satisfied with your purchase.

You may reject any item for any reason during your appointment for a full refund minus your order delivery fee, as our service has been provided. All sales are final once items have been accepted and your appointment has been completed.

Kaiyo Warehouse Pickup Returns Kaiyo offers warehouse pickup in Teterboro, NJ, Hyattsville, MD, and Chino, CA. If you wish to reject your item for any reason, you may do so for a full refund less a $20 restocking fee per item.

Third-Party Delivery Returns We work with a network of trusted third-party carriers to deliver orders to those who are not within Kaiyo’s white-glove delivery area. If you wish to reject your delivery for any other reason, you may do so for a full refund less a $40 restocking fee per item. You are still responsible for the initial delivery cost as well as any return delivery costs.

Yes. If you are not able to be present for your appointment, please provide us with the full name of someone authorized to manage your appointment on your behalf. We cannot complete a delivery without supervision.

Our team or a trusted third-party carrier will contact you prior to your appointment with your scheduled time window. If you are not present for your appointment, our team will wait no longer than 15 minutes.

If our team is unable to deliver your items because no one authorized is present at the appointment, your delivery fees are non-refundable. Orders delivered by a trusted third-party carrier will be subject to return delivery costs.

Kaiyo White-Glove Delivery Customers We ask customers in our white-glove service area to please carefully measure all doorways, elevators, and hallways prior to your appointment. If you notice the item you have ordered is too large for your building, notify us at [email protected] by 5 PM ET at least two days prior to your scheduled delivery and we will help you swap the items.

Please note: we do not provide specialty services such as couch disassembly, door or fixture removal, window delivery, or fire escape delivery. If we are unable to deliver your items due to these issues at the time of your appointment, your order delivery fee is non-refundable.

Third-Party Delivery Customers We work with a network of trusted third-party carriers to deliver orders to those who are not within Kaiyo’s white-glove delivery area. Prior to your appointment, please carefully measure all doorways, elevators, and hallways. If you notice the item you have ordered is too large for your building, notify us at [email protected] as soon as possible to avoid return delivery costs.

Please note: we do not provide specialty services such as couch disassembly, door or fixture removal, window delivery, or fire escape delivery. If we are unable to deliver your items due to these issues at the time of your appointment, you will be charged a $40 restocking fee per item in addition to return delivery costs.

You are under no obligation to tip, but are welcome to provide a tip if you feel you’ve received exceptional service. Kaiyo personnel are not permitted to solicit tips under any circumstances.

To submit furniture for sale on Kaiyo, please complete our submission form. Our team will review and confirm your submission within one business day.

Pickups on Kaiyo are free of charge within Kaiyo’s white-glove service area. Enter your zip code to see if you’re in coverage. We do not currently offer pickups outside of these areas.

Kaiyo accepts pre-owned furniture that meets our standards for quality and durability. Furniture must be assembled and stay assembled prior to submission and pickup. Items may be rejected during pickup if we find that your form submission does not accurately reflect the current condition of the item, or if there are mechanical issues, structural damage or missing parts that we were previously unaware of.

We cannot accept:

• Fast furniture, including items made of particleboard or pressed wood
• Fragile items, including marble or large panes of glass
• Items with significant discoloration, fading, staining, or scratches
• Cribs and changing tables
• Outdoor furniture
• Furniture that has been part of a product recall
• Disassembled furniture
• Electronics
• Household appliances
• Mattresses, box springs, bedding, and throw pillows
• Sleeper sofas where the mattress does not detach from the bed
• Oversized items such as bulk storage cabinets, bunk beds, oversized dressers, etc.
• Wall-mounted items (except for decor)
• Items with major mechanical issues, structural damage, or missing parts
• Items housed in a storage facility, garage, hallway, lobby, or basement
• Items that have been left outside

Ownership of your items is transferred to Kaiyo once your pickup appointment has been completed. By providing furniture, you agree to our Provision Agreement.

Once we receive your furniture, we clean, photograph, and do our absolute best to maintain and monetize each piece.

Once your appointment has been confirmed, you may use our submission form to submit additional items prior to your appointment. If accepted, we’ll do our best to pick these up on your original appointment date. Please note: we cannot guarantee availability.

Unfortunately, once your items have been submitted and picked up, full ownership transfers to Kaiyo. We urge you to carefully consider this prior to submitting an item, as you will not be able to get it back once it is in our possession.

We review every submission to determine each item’s quality, value, and market demand. Provide as much information as possible about your item during the submission process, as this will give it a higher potential resale value. Include photos of tags that help validate your item, if available.

Kaiyo will send you a fast cash offer after your appointment. Accept it within 48 hours and you’ll be able to cash out without waiting for your item to sell. Decline our offer if you’d prefer to wait and see how your furniture fares in our marketplace. You’ll earn a revenue share based on your item’s final resale price once sold.

Final Sale Price	Revenue Share
$3,000 or more	You earn 55%
$2,500 to $2,999	You earn 50%
$2,000 to $2,499	You earn 45%
$1,500 to $1,999	You earn 35%
$1,000 to $1,499	You earn 30%
$750 to $999	You earn 25%
$500 to $749	You earn 22%
$250 to $499	You earn 18%
$100 to $249	You earn 15%
$1 to $99	You earn 10%

Our algorithm looks at your item's brand and condition alongside other market data to set its price on Kaiyo. Prices decrease over time to help attract buyers.

Kaiyo, at our sole discretion, may offer additional discounts or promotions to market and sell an item efficiently. Such discounts will be deducted from an item’s final sale price, which may impact the revenue share your item qualifies for.

You can cash out any time your balance is more than $0. Log into your dashboard, click "Cash Out or Donate", and complete the form. You will receive an email from Checkbook.io with your ePayment. Print your check for mobile deposit, enter your banking information for an ACH transfer, or choose to have a physical check mailed to you. You cannot change your preferred payment method once you've selected it.

You may also apply your balance toward your next purchase at checkout or donate your balance to Trees New York, a 501(c)(3) charitable non-profit that works to preserve and protect New York City's urban forests.

Once we approve your items, we will reach out to you to confirm a date for your appointment. Please note, you cannot pick a specific time frame for your appointment — this helps us provide free pickup to our sellers.

We will reach out to you two days prior to your appointment asking you to confirm by 5pm. After you confirm, we will email you a 4-hour time window, two days prior to your appointment. Our team will send an automated text when they are on their way to your appointment with an estimated time of arrival.

You will be asked to select a day that works for you at the time of your order. Please note, you are not able to select a time frame. This helps us keep our prices low, as we plan the most efficient route for our team.

We will reach out to you two days prior to your appointment asking you to confirm by 5pm. After you confirm, we will email you a 4-hour time window, two days prior to your appointment. Our team will send an automated text when they are on their way to your appointment with an estimated time of arrival.

Prior to your appointment, please carefully measure all doorways, elevators, and hallways. We do not provide specialty services such as couch disassembly, door or fixture removal, window delivery, or fire escape delivery.

We will reach out to you two days prior to your appointment asking you to confirm by 5pm. After you confirm, we will email you a 4-hour time window, two days prior to your appointment. Our team will send an automated text when they are on their way to your appointment with an estimated time of arrival.

Please be sure to be present for your appointment, or authorize someone else to be available for the duration of the pickup. Our team cannot pick up your items without authorized supervision.

During your appointment, we will conduct a physical inspection at the time of pickup. Our team may decline items at this time if we find your form submission did not accurately depict the current condition of the item(s). This includes items that have mechanical issues, structural damage or missing pieces, items that require specialty disassembly services such as couch or wardrobe disassembly, or items that show previously unreported damage, stains or other flaws. If there are no issues, we will take them from your home to our warehouse and prepare them for resale.

Please note: We can only pick up items that have been submitted and approved on Kaiyo prior to your appointment.

Yes — If you are not able to be present for your appointment, please provide us with the full name of someone authorized to manage your appointment on your behalf. We cannot complete a pickup without supervision.

Our team will contact you two days before your appointment and provide you with a 4-hour scheduled time window. You will also receive an automated text from our team when they are approximately 30 minutes away on the day of your appointment. If you are not present for your appointment, our team will wait no longer than 15 minutes. If we are unable to complete your appointment because you or someone authorized is not present, you will be subject to a $99 late cancellation fee.

Prior to your appointment, please carefully measure all doorways, elevators, and hallways. If you notice an item you have submitted is too large for your building, notify us at [email protected] by 5PM at least two days prior to your scheduled delivery. For example, if your delivery is scheduled for Wednesday, you may cancel anytime before 5PM on Monday.

Please note: we do not provide specialty services such as couch disassembly, door or fixture removal, window removal, or fire escape removal and we cannot remove items that have not been previously approved through our submission process.

No — We are not able to pick up items left in hallways, lobbies, basements, storage units, garages, or anywhere outside where furniture may be exposed to Mother Nature.

Once your appointment is completed, ownership of your items is transferred to Kaiyo. We encourage you to carefully consider this before submitting items to us, as we cannot return them in the future.

After your appointment, your items will be taken to our warehouse. There, we professionally clean each piece and take high-resolution photographs from several angles to help buyers understand the quality and condition of the item. This process can take up to three weeks depending on the type of item. Your item will be securely stored in our warehouse until it sells.

Next, we list your items. Each item's starting price is determined by our algorithm, which looks at the item's brand and condition alongside demand for similar items. Prices are adjusted over time in response to changes in demand.

You can check the status of your items at any time in your dashboard and cash out once an item has been sold and delivered to its buyer.

You are under no obligation to tip, but are welcome to provide a tip if you feel you’ve received exceptional service. Kaiyo personnel are not permitted to solicit tips under any circumstances.

You may cancel your appointment by 5PM at least two days prior to your scheduled pickup. For example, if your pickup is scheduled for Wednesday, you may cancel anytime before 5pm on Monday. Cancellations after this time will incur a $99 late cancellation fee due to the careful planning, logistics, and preparation involved in scheduling with our professionally-trained, white-glove pickup team.