A: We accept MasterCard, Visa, Discover, American Express, Bank Checks, and Cashiers Checks Orders.
Larger cabinet and full kitchen orders will be shipped with a common freight carrier (the freight carrier will be determined when your order is ready for shipment and you will be emailed this info with you shipment confirmation). Smaller cabinets and accessories will be shipped with FedEx or UPS Ground.
You have 5 days to open all cabinet/accessory boxes, inspect the contents, and notify firstname.lastname@example.org of any damage(s).
Depending on the warehouse your cabinets are shipping from and the freight company, most transit times to your local freight terminal will be additional 1-6 business days. After your order arrives at the terminal, the freight company will contact you (at the number you entered with your shipping address) to schedule the exact delivery day.
We highly recommend ordering door samples before purchasing any cabinets to make sure the finish and style are exactly what you want. However, if you receive the cabinets and aren't happy with them, you would be able to return your order (as long as the item you wish to return is in the original packaging and is not one of the non-returnable items. Just contact customer service and they will get a return authorization for you to include with your returned item and let you know the address where it should be returned. We ship out of many warehouses, so please do not return anything without speaking to customer service to make sure the return address is correct. If something is returned to the incorrect address, unfortunately, we won't be able to issue a refund for that item. There is a 25% restocking fee for all returned items and you would be responsible for the return shipping. The initial shipping charge you paid when placing the order will not be able to be refunded. When the item(s) are returned, if we find there are damages that occurred in transit, your refund may take a bit longer until a proper inspection by the trucking company can occur, and you may need to file a freight claim if you handled the return shipping yourself.
While we would love to honor all discounts all the time, many of the discounts offered during sales are issued directly from the manufacturer and are only valid for orders placed during the advertised sale dates. The manufacturers have very strict policies about discounts only applying to orders placed during these times. We often have no prior knowledge of the discounts that will be available until they are posted on the website so because of this, we are not able to honor discounts for current sales on past orders even if the order was just placed or has not shipped yet. Orders that are cancelled because current sale discounts cannot be applied may be subject to restocking fees and/or initial and return shipping charges (if the order has already been shipped and is in transit). If you wish to return an order that has already been delivered, our normal return policies would apply.
If the wrong cabinet or accessory is shipped to you by mistake, please contact us within 7 days at 702-372-6311 or email@example.com, and we will process and ship your correct items as quickly as possible. Pictures or other documentation may be required and if the incorrect item(s) needs to be returned, we will provide you with a shipping label.
Yes, there is a 25% restocking fee on all returned items.
Don't worry! There's no need to return a damaged order, we will be able to get you the replacement parts/cabinets that are needed (please see What if something on my order is damaged?). If you decide to return your entire order it would be treated as a regular return and you would be responsible for the return shipping and a 25% restocking fee. The initial shipping charge would not be able to be refunded. We will also need the delivery paperwork that noted the damage (paperwork the delivery driver had).
No, if any cabinets are damaged, please do not assemble these cabinets. The pictures needed by our claims department but be unassembled cabinets. Due to manufacturer guidelines, replacement parts will not be issued for cabinets that are already assembled because the manufacturer does not know the damage didn't occur during assembly. Please leave any damaged cabinets unassembled until customer service lets you know it is ok to do so.
No, do not refuse any damaged items, just note the damages on the shipping paperwork the driver has, have them sign and make sure you receive a copy. Then, contact us (please make sure it's within 7 days of your delivery) to take care of the damaged item(s).
- It is extremely important that you do a piece count and make sure all ordered pieces are there (unless you've been informed of any out of stock items). Some pieces may be packaged together, i.e. crown molding, fillers, etc. If you can, open any accessory boxes while the driver is there to make sure all pieces are accounted for, if you're not able to, mark the Bill of Lading (BOL – shipping paperwork that the driver has) that you weren't able to verify the piece count in that specific box. If there is anything missing, it must be noted on the BOL. Make sure to get a copy of the BOL with the driver's signature and that the driver has a copy noting any shortages, we will need a copy sent to us to process your replacement order. If shortages are not noted on the BOL, we will not be able to reship these items for no charge.
- In addition to doing a piece count, you want to check each box for visible damage. The trucking company is required to let you check the outside of each box. You do not need to open each box, just check over the outside for cracks, dents, holes, etc. If the driver tells you they will not wait for you to check over the boxes, call the trucking company and explain that you need to note any visible damage on the BOL and the driver is giving you a hard time (this is not very common). The number to the trucking company will be on the BOL. The boxes are checked in the warehouses before being shipped out, however, as soon as the trucking company picks up your order, they are responsible for any damages that occur in transit and will only approve replacements if the damages are noted on the shipping paperwork (Bill of Lading – BOL) on your delivery.
Please contact customer service immediately if you need to change your shipping address. If a shipping address is changed after an order ships or if an address was entered incorrectly on an order and needs to be changed after shipment, most freight companies will charge a fee. We will contact the freight company ASAP if your order has already shipped and find out if there are any fees involved. We will do our best to eliminate or reduce any fees, but if the freight company charges for the change, you would be responsible for these charges.
If you need to cancel or make changes to your order, please let customer service know within 24 hours of placing your order. After 24 hours changes/cancellations may not be able to be made without incurring fees since your order may have already begun the packing process to prep for shipping. While we will try our best to accommodate any requests, many times, door sample orders will not be able to be changed/canceled since most will ship the same day you place your order.
As long as the item you wish to return is in the original packaging and is not one of the non-returnable items (see firstname.lastname@example.org).
Various finishes ship from different warehouses throughout the USA. If you are ordering multiple finishes, you may receive separate shipments depending on which warehouses they are being shipped from. You will receive confirmation emails whenever your order (or part of your order) has shipped. Inside cabinet accessory items would also ship separately (trash inserts, pullouts, etc.)