FAQs

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?

    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. You’ll earn a revenue share based on your item’s final resale price once sold.

  • What locations does Kaiyo serve?

    Kaiyo provides white-glove pickup and delivery to the greater New York City, Philadelphia, Baltimore, and Washington D.C. metro areas. Those outside our white-glove delivery coverage area can receive 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 $200 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 $99 per order. White-glove delivery orders with a cart value of $899 or higher before taxes and fees will receive free delivery. Once your appointment is confirmed, you have until 2 PM ET, four days prior to your appointment to cancel or modify your appointment date; otherwise, delivery fees will be non-refundable. Delivery fees are non-refundable for orders made less than four days before an appointment.

    Warehouse Pickup Kaiyo offers warehouse pickup in Teterboro, NJ, Hyattsville, MD and Hazleton, PA. Once your appointment is confirmed, you have until 2 PM ET, four days prior to your appointment to cancel or modify your appointment date. Cancellations or changes to your appointment date made after this time window will incur a $20 per item restocking fee.

    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.

  • What are your hours of operation?

    Customer Support Our customer support team is available 7 days a week, 9 AM to 6 PM ET Monday through Sunday.

    Our phone lines are currently unavailable. If you need to reach us, please email us at [email protected].
    We are very sorry for the inconvenience.


    Email: [email protected]

    New York & Philadelphia Metro Areas (New York, New Jersey, Long Island, Connecticut, and Pennsylvania) White-glove delivery is available Monday through Saturday.

    Warehouse pickup is available at our Teterboro, NJ and Hazleton, PA warehouses from 9 AM to 12 PM ET and 1 PM to 3 PM ET, Monday through Saturday.

    Baltimore & Washington D.C. Metro (District of Columbia, Maryland, and Virginia) White-glove delivery is available to our buyers in the Baltimore and Washington D.C. metro areas.

    Warehouse pickup is available at our Hyattsville, MD warehouse from 9 AM to 3 PM ET, Tuesday through Saturday.

    Third-Party Delivery (Continental U.S.) For those outside our white-glove service area, delivery will be arranged via our trusted third-party carriers after your purchase.

  • 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 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.

  • How much is delivery?

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

    We require a $200 minimum order value before taxes and fees for delivery. You may pay the difference if your cart value is lower to become delivery-eligible.

    Kaiyo White-Glove Delivery Customers in our white-glove service area receive flat-rate delivery for $99 per order. White-glove delivery orders with a cart value of $899 or higher before taxes and fees will receive free delivery. Once your appointment is confirmed, you have until 2 PM ET, four days prior to your appointment to cancel or modify your appointment date; otherwise, delivery fees will be non-refundable. Delivery fees are non-refundable for orders made less than four days before an appointment.

    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. Your order may be canceled if you do not agree to the revised delivery price.

  • What if my order is less than the minimum?

    Your cart value must be $200 before taxes and fees to qualify for delivery. If your cart value is under $200 you may:

    • Add more items to cart until you reach our $200 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

  • Do you allow warehouse pickups instead of delivery?

    Warehouse pickup is available at our Teterboro, NJ and Hazleton, PA warehouses from 9 AM to 12 PM ET and 1 PM to 3 PM ET, Monday through Saturday.

    Warehouse pickup is available at our Hyattsville, MD warehouse from 9 AM to 3 PM ET, Tuesday through Saturday.

    To schedule a warehouse pickup date, select “I will pick up” under “Shipping & Pickup” during checkout and choose your location.

  • 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 provides white-glove pickup and delivery to the greater New York City, Philadelphia, Baltimore, and Washington D.C. metro areas. We will contact you four days prior to your appointment date, asking you to confirm by 2 PM ET. Once confirmed, we will email you a 4-hour time window for your appointment. Our team will send an automated text when they are on their way to your appointment with an estimated arrival time.

    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?

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

    Warehouse Pickup Customers Kaiyo offers warehouse pickup in Teterboro, NJ, Hyattsville, MD and Hazleton, PA. Depending on availability, customers may purchase additional items until 12 PM ET, four days before their scheduled appointment. Any additions after this time will be subject to personnel availability, and a rush fee will be charged.

    Third-Party Delivery Customers Unfortunately, third-party delivery customers may not add additional items once a transaction is complete. 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.

    White-Glove Delivery Cancellations Customers in our white-glove service area may cancel their order until 2 PM ET, four days prior to their scheduled delivery date, with no additional fees. For example, if your delivery is scheduled for Friday, you may cancel anytime before 2 PM ET on Monday.

    Delivery fees are non-refundable for cancellations or changes to your appointment date outside this time window. You cannot cancel an order on the day of its delivery. Delivery fees are non-refundable for orders made less than four days before an appointment.

    Warehouse Pickup Cancellations Customers who are picking up at our Teterboro, NJ, Hyattsville, MD or Hazleton, PA locations may cancel their order until 2 PM ET, four days prior to their scheduled appointment with no additional fees. For example, if your pickup is scheduled for Friday, you may cancel anytime before 2 PM ET on Monday.

    Cancellations or changes to your appointment date after this window will incur a $20 per item restocking fee. You may not cancel an order on the day of your appointment.

    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.

  • 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.

    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.

    Warehouse Pickup Returns Kaiyo offers warehouse pickup in Teterboro, NJ, Hyattsville, MD and Hazleton, PA. If you wish to reject your item for any reason, you may do so for a full refund minus 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, your delivery fees are non-refundable. 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 We ask customers in our white-glove service area to carefully measure all doorways, elevators, and hallways before your appointment. If you notice the item you ordered is too large for your building, notify us at [email protected] by 2 PM ET at least four days before 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 cannot deliver your items due to these issues at 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.

  • 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 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.

  • 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.

    Please take photos of the items you wish to submit from key angles, and capture any flaws or discoloration present. Do not submit stock photography, as we cannot accurately evaluate your items without actual photos.

    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
    • Furniture outside of a dwelling, with the exception of 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
  • 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?

    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?

    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.

  • 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?

    Similar to consignment, sellers on Kaiyo earn a revenue share based on the final resale price of their item. You can cash out your earnings once an item has been sold and delivered to its buyer.

    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.

  • How do I cash out?

    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.

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

    Once we approve your items, we will contact you to confirm a date for your appointment. You cannot select a time frame; we will assign one to you. This allows us to keep pickup free for our sellers and plan the most efficient route.

    We will contact you four days before your appointment, asking you to confirm by 2 PM ET. Once confirmed, we will email you a 4-hour time window. Our team will send an automated text when they are on their way to your appointment with an estimated arrival time.

  • 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. You cannot select a time frame; we will assign one to you. This allows us to keep pickup free for our sellers and plan the most efficient route.

    We will contact you four days before your appointment, asking you to confirm by 2 PM ET. Once confirmed, we will email you a 4-hour time window. Our team will send an automated text when they are on their way to your appointment with an estimated arrival time.

  • 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 contact you four days before your appointment, asking you to confirm by 2 PM ET. Once confirmed, we will email you a 4-hour time window. Our team will send an automated text when they are on their way to your appointment with an estimated arrival time.

    Our team cannot pick up your items without authorized supervision. Please be sure to be present for your appointment or pre-authorize someone who can be present for the duration of the pickup.

    During your appointment, we will conduct a physical inspection during pickup. Our team may decline items if we find your form submission did not accurately depict the current condition of the item(s). This includes items with mechanical issues, structural damage, or missing pieces, items requiring 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 cannot 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 four days prior to 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 cannot complete your appointment because you or someone authorized is not present, you will be subject to a $99 late cancellation fee.

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

    Before 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 2 PM ET at least four days before your scheduled delivery. For example, if your delivery is scheduled for Friday, you may cancel anytime before 2 PM ET 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.

  • 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?

    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.

  • 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 2 PM ET at least four days before your scheduled pickup. For example, if your pickup is scheduled for Friday, you may cancel anytime before 2 PM ET on Monday. Cancellations after this time will incur a $99 late cancellation fee due to the careful planning, logistics, and preparation of scheduling with our professionally trained, white-glove pickup team.

Contact us

Our customer support team is available 7 days a week, 9 AM to 6 PM ET Monday through Sunday.

Our phone lines are currently unavailable. If you need to reach us, please email us at [email protected].
We are very sorry for the inconvenience.

Email: [email protected]

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