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FAQ

About Kaiyo

  • What is Kaiyo?

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

  • Why use Kaiyo?

    We believe that buying well-made, pre-owned furniture is a better choice than buying new, because good design is sustainable design — meaning it’s timeless, accessible, and built to last for a lifetime of good vibes.

    Sellers don’t have to worry about dealing with strangers, rental cars, 6 flights of stairs, or impossible doorways — Kaiyo does all of the heavy lifting, from pickup to delivery, and everything in between. And when your furniture sells, you get paid.

    Buyers can save up to 90% on top brands such as Restoration Hardware, Design Within Reach, West Elm, Room and Board, and more.

    Unlike other sites, we feature high-resolution photography of each item for sale so that what you see is what you get. Every item is professionally cleaned and delivered to your home by our white-glove delivery team or a trusted third-party carrier.

  • What is Kaiyo's service area?

    Kaiyo’s provides white-glove pickup and delivery to the Tri-State Area and the Philadelphia metropolitan area. For customers within the US who are outside of Kaiyo’s white-glove service area, we offer delivery through our network of trusted third-party carriers.

    We also offer warehouse pickup to buyers at our North Bergen, NJ warehouse between the hours of 9AM and 4PM ET, 7 days a week.

    If you are buying from us and would prefer to work with your own shipping and delivery company, please contact [email protected].

    Kaiyo White-Glove Pickup and Delivery Coverage:
    Kaiyo provides free pickup for our sellers within this coverage zone, and offers white-glove delivery for $149 per order. A $350 minimum order value is required for delivery. Here are the counties in our Kaiyo white-glove service area.

    CT
    Fairfield and New Haven counties.

    NY
    Bronx, Columbia, Dutchess, Greene, Kings, Nassau, New York, Orange, Putnam, Queens, Richmond, Rockland, Suffolk, Ulster, and Westchester counties.

    NJ
    Bergen, Camden, Essex, Gloucester, Hudson, Mercer, Middlesex, Monmouth, Morris, Passaic, Salem, Somerset, Sussex, and Union counties.

    PA
    Bucks, Chester, Delaware, Montgomery, and Philadelphia.

    Third-Party Delivery Outside of Kaiyo’s White-Glove Service Area
    We offer third-party delivery through trusted partner carriers to customers in the US who are outside of Kaiyo’s white-glove delivery service area. Your delivery cost will be calculated in cart per item based on your zip code and the weight and dimensions of the item(s) you are ordering. We require a $350 minimum order value for delivery.

  • What are your hours of operation?

    Delivery and Pickup
    We offer delivery 7 days a week within the US on a first-come first-serve basis.

    We offer complimentary pickup to the Tri-State Area and the Philadelphia metropolitan area 7 days a week from 9AM to 3PM ET on a first-come first-serve basis. To see if your county is in our service area, click here. Warehouse pickup at our North Bergen, NJ warehouse is available 7 days a week between the hours of 9AM ET and 4PM ET. Simply select “I will pickup” as your delivery option at checkout when purchasing furniture.

    Customer Support
    Our customer support team is available 7 days a week between 9AM ET and 6 PM ET at +1 (646) 844-8585 or via email at [email protected].

    Warehouse Pickup
    Warehouse pickup at our North Bergen, NJ warehouse is available 7 days a week between the hours of 9AM ET and 4PM ET. Simply select “I will pickup” as your delivery option at checkout when purchasing furniture.

  • Does Kaiyo provide a certificate of insurance?

    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.

Buying on Kaiyo

  • How do you price items?

    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.

  • How do you know an item's original price?

    “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.

  • Are you certified authenticators?

    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.

  • Will I own the items I buy or am I renting?

    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.

  • Is the furniture clean?

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

  • Can I see an item in-person before purchasing?

    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.

  • Are the photos accurate?

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

  • What do Kaiyo's item conditions mean?

    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.
  • Are you insured?

    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.

  • How soon can you deliver?

    For those in NY, NJ, CT, and PA who qualify for Kaiyo’s white-glove delivery service, we can typically deliver in as soon 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.

  • Do you allow warehouse pickups instead of delivery?

    Warehouse pickup at our North Bergen, NJ warehouse is available 7 days a week between the hours of 9AM ET and 4PM ET. Simply select “I will pickup” as your delivery option at checkout when purchasing furniture.

  • How do I schedule a time for delivery?

    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’s provides white-glove delivery to the Tri-State Area and the Philadelphia metropolitan area. 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.

  • Can I add items to my scheduled delivery or warehouse pickup?

    Kaiyo White-Glove Delivery Customers
    Kaiyo’s provides white-glove delivery to the New York metropolitan area which includes New York, New Jersey and Connecticut, as well as the Philadelphia metropolitan area. Customers within this coverage area may purchase additional items up until 12 PM ET 4 days prior to their scheduled appointment. Any additions made after this time will be subject to a rush fee.

    Kaiyo Warehouse Pickup Customers
    Kaiyo offers warehouse pickup in North Bergen, NJ. Customers within this coverage area may purchase additional items up until 12 PM ET 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.

  • What's Kaiyo's cancellation policy?

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

    Kaiyo White-Glove Delivery Cancellations
    Kaiyo’s provides white-glove delivery to the New York metropolitan area which includes New York, New Jersey and Connecticut, as well as the Philadelphia metropolitan area. Customers who reside in our service area 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 ET on Monday.

    Cancellations made after this time window will incur a $40 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.

    Kaiyo Warehouse Pickup Cancellations
    Kaiyo offers warehouse pickup in North Bergen, NJ. 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 ET 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.

  • What's Kaiyo's return policy?

    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
    Kaiyo’s provides white-glove delivery to the New York metropolitan area which includes New York, New Jersey and Connecticut, as well as the Philadelphia metropolitan 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.

    Kaiyo Warehouse Pickup Returns
    Kaiyo’s offers warehouse pickup in North Bergen, NJ. If you wish to reject your delivery for any other 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.

  • Do I need to be present during my delivery?

    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, you will be charged a $40 restocking fee per item. Orders delivered by a trusted third-party carrier will be subject to return delivery costs.

  • What happens if the items I ordered are too big for my home?

    Kaiyo White-Glove Delivery Customers
    Kaiyo’s provides white-glove delivery to the New York metropolitan area and the Philadelphia metropolitan 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] at by 12PM 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, you will be charged a $40 restocking fee per item.

    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.

  • Should I tip my delivery team?

    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.

Selling on Kaiyo

  • How does the submission process work?

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

  • How much does it cost to have my furniture picked up?

    Pickups on Kaiyo are free of charge in within Kaiyo’s white-glove service area. Click here to view our coverage area by state and county. We do not currently offer pickups outside of these areas.

  • What type of items can Kaiyo accept?

    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:

    • Disassembled furniture
    • Electronics
    • Fragile items such as marble, compressed wood, or glass
    • Household appliances
    • Mattresses, bedding and throw pillows
    • Oversized items (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 do not meet our quality and durability standards
  • Who owns the furniture?

    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.

  • Can I add additional items to my upcoming appointment?

    Kaiyo’s provides white-glove delivery to the New York metropolitan area which includes New York, New Jersey and Connecticut, as well as the Philadelphia metropolitan area. 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.

  • Can I have my items back?

    If our product team decides to retire any of your items, we will get in touch with you. You can pick the items up from our warehouse in North Bergen, NJ, free of charge. If this is not of interest, we can donate or recycle the items for you.

    Please note, Kaiyo owns your items once they have been submitted and picked up. We cannot return your items unless we decide to retire them. We urge you not to submit any items you might want back in the future, as it is rare we retire items.

  • What are Kaiyo's revenue share rates?

    Your revenue share will be determined based on the final sale price of your item. Below is our revenue share rate card, where percentages reflect our payouts to you as a seller:

    60%: Items with sale price over $3,000
    55%: Items with sale price of $2,000 to $2,999
    45%: Items with sale price of $1,000 to $1,999
    30%: Items with sale price of $500 to $999
    22%: Items with sale price of $250 to $499
    16%: Items with sale price of $100 to $249
    10%: Items with sale price of $1 to $99

    Once your items are approved, Kaiyo will determine the listing price of each item. Initial pricing is set based on the item category, its original value, and our assessment of its condition upon inspection and cleaning. Our proprietary algorithm then looks at market data and makes regular adjustments to the price.

  • Does my revenue share expire?

    Your revenue share will expire 12 months after it becomes available on the site. Please be sure to check your dashboard and request payment prior to the end of this 12 month period.

  • How does Kaiyo’s approval process work?

    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.

  • How do I make money?

    If the item you provide is sold and delivered, your account will be credited with your revenue share, based on the final sale price of the item sold. You can see our revenue share rates here.

  • How do I get paid?

    You can request a cashout anytime your balance is over $0 by logging in to your dashboard on Kaiyo.com. We will mail a check within 2 business days to the payee at the address that you provide.

  • What happens once Kaiyo has approved my items for pickup?

    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.

  • How do I schedule a time for pickup?

    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.

  • What happens during my pickup appointment?

    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.

  • Do I need to be present for my pickup 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.

  • What happens if the items I’m selling are too big to remove from my home?

    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 12PM ET at least two days prior to your scheduled delivery.

    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.

  • Will you pick up items from outside of my apartment or building?

    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.

  • What happens after my pickup appointment?

    Each item is taken to our warehouse for processing, which includes professional cleaning and high-resolution photography. This process can take up to 3 weeks depending on the item. Once your items are listed on Kaiyo.com, you can track them by logging into your Kaiyo.com account and viewing your dashboard.

    Every item is listed for a total of 4 months. Listings generally begin at 30% to 50% off of their original retail value, and continue to be discounted over time using our proprietary pricing algorithm for a maximum discount up to 90%. The level of discount is determined by the condition of the item and how much customer interest we see on site.

    After 4 months, we may continue to list an item at our discretion. If you wish to have your items back after this time, you may do so for our standard delivery fee. If not, we’ll donate the item to a local charity for you.

  • Should I tip my pickup team?

    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.

  • What's Kaiyo's cancellation policy?

    You may cancel your appointment by 5PM two days prior to your scheduled pickup. Cancellations made after this time will incur a $99 late cancellation fee.