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SHIPPING & RETURNS
Cancellations:
- We accept cancellations within the first 24 hours of order placement. There is a non-negotiable, non-refundable cancellation fee of 10% that will be deducted from your refund. Cancellations are not accepted after the 24 hours have passed. Please reply to your order confirmation email to cancel. Cancellations must be done in writing or by calling from the phone number on your order so that we're able to confirm that the identity of the person cancelling the order is the same person that placed the order.
Factory Damage/Shipping Damage
As used herein the term "Factory Damage" shall mean damage sustained by any product arising out of faulty workmanship, and/or any act or omission of the manufacturer directly causing damage to the ordered product. The final determination as to the existence of Factory Damage shall be vested solely in the Company, which shall make such determination in accordance with industry standards for such Product or comparable products. Shipping or concealed damage is anything other than factory damage.
The Company will replace any Factory or ShippingDamaged Product free of charge, (excluding shipping costs of the defective product back to the company and the replacement product to you,) under the following terms and conditions:
You shall notify the Company immediately of the Factory Damage, immediately upon discovery (must be no later than 2-5 days after delivery as determined by your shipping notification and based upon the style cabinetry ordered).
You will ship the damaged item back to the Company for inspection, at the Company’s expense, upon being requested to do so by the Company. This may be waived per discretion of The Cabinetry Company.
YOU HEREBY EXPRESSLY UNDERSTAND, ACKNOWLEDGE AND AGREE THAT YOUR SOLE RECOURSE AGAINST THE COMPANY IN CONNECTION WITH ANY DEFECT IN THE PRODUCTS OR ANY ITEM THEREOF, IS THE REPLACEMENT OF SUCH DEFECTIVE PRODUCT UNDER THE ABOVE TERMS. THE COMPANY DOES NOT ISSUE REFUNDS OR CREDIT UNDER ANY CIRCUMSTANCE. IT IS OUR POLICY TO REPLACE DAMAGED ITEMS WHEN DAMAGE REPORTING PROCEDURE IS FOLLOWED BY CLIENT.
YOU ADDITIONALLY EXPRESSLY UNDERSTAND ACKNOWLEDGE, AGREE AND HOLD THE COMPANY HARMLESS FROM ANY COSTS, EXPENSES, AND/OR DAMAGES INCURRED BY YOU OR BY ANY THIRD PARTY DUE TO DELAYS IN INSTALLATION, COMPLETION OF YOUR KITCHEN, LIVING ROOM, DINING ROOM, OR ANY OTHER PROJECT YOU ARE CONTEMPLATING. THE COMPANY DOES NOT, UNDER ANY CIRCUMSTANCE ISSUE CREDIT OR REFUNDS FOR DELAYS IN YOUR PROJECT.
For orders arriving with a freight company:
- Free shipping may not apply to all cabinetry styles. *Free shipping covers one style shipping from one origin point. If ordering multiple styles an added shipping charge of 349.00 will be invoiced before the second style ships. IF the added styles ship from the same warehouse we will not invoice the added shipping charge. Please contact us to find out if the styles you want ship from the same origin point.
If a pre-assembled or semi-custom order is less than 4 cabinets or contains a large single item like a pantry, panel, oven cabinet or trim we will invoice an additional 299.00 before the order will ship.
- All semi-custom and showroom cabinetry orders under 15000.00 will have a shipping fee of 325.00 applied due to excessive high shipping rates for these origin locations. The 325.00 is only about 5-10% of our total actual shipping cost. Charging this fee allows us to keep our pricing on these styles as low as possible.
- Whether you have paid a shipping fee as a part of your order or have received free shipping, this covers only one delivery attempt by the freight carrier. If, for any reason, the client refuses that delivery or misses the appointment when the carrier arrives, they will be responsible for paying any related charges for a second delivery attempt. These charges will be invoice to the client and must be paid on receipt. Balances not paid after 30 days may result in further collection or lien actions taken.
- Upon arrival of your order, you must inspect all items and make sure everything is there with no noticeable damages. Please also make sure you are not missing any pieces. The best way to do this is to print out your order receipt and cross reference it against the delivery receipt. If there are any damages (no matter how small) and/or missing pieces, you must make a note of these items on the delivery receipt and get a signed copy from the driver (the driver will have multiple copies) and must give you a receipt. If the driver does not wait until you have opened and verified all trim pieces have been received please note this on the delivery receipt. You will have up to 5 calendar days to complete your inspection. Refer to your shipment confirmation and tracking email for the length of time available to inspect your order. This criteria is designated by the freight company per their agreement with the manufacturer and The Cabinetry Company has no control over this.
- The Cabinetry Company cannot be held liable if you sign for your order without noting that pieces are missing and/or damaged. You will be responsible for re-ordering any missing pieces so please make sure to do a thorough check when your order comes. Please do not refuse any damaged order (instead, follow the above instructions), any returned orders may be subject to restocking fees in accordance with our return policy which can be reviewed in our FAQ (frequently asked questions section)
- You may not note "Subject to inspection" and you cannot make or determine your own process or timeline for reporting damages. Please follow the instructions in your tracking email for receiving and reporting damages. This process is relatively simple and if not followed you will likely end up paying for replacements which will include the cost of shipping. The Cabinetry Company does not determine this process, it is set forth by the carrier and manufacturer and we're bound to follow it. The Cabinetry Company will not cover the cost for any portion of a replacement, including shipping.
What Happens If I Refuse Delivery Of One or More Items Or My Entire Order For Any Reason?
- The freight company will either dispose of the items, return them to the warehouse, or charge storage fees to The Cabinetry Company which will be passed on to you and must be paid before you can receive your delivery. Any and all charges related to a refused delivery will be passed on to you. These can include one or more of the following: Storage Fees, Return Shipping Fees, Re-Stocking Fees, Disposal Fees. The Cabinetry Company will not refund any amount on any refused delivery and in addition to the loss of your purchase price you will be billed for any of the above that apply.
- If you're not ready for delivery when the carrier reaches out to schedule you can usually arrange a date that works for you but that may incur storage fees you must pay before the carrier will release the delivery. The Cabinetry Company plays no role in the amount charged for these fees or the policies applied by the freight carrier.
- If there are damaged items and you do not have the damaged item(s) in your possession you cannot file a replacement claim and will forfeit, at your own expense, that item unless you re-order it, again, at your own expense.
- The Cabinetry Company will not, under any circumstance, have refused items picked up from a freight carrier, replace those items, or have them re-shipped back to the warehouse. Freight costs can run into the thousands of dollars. Because clients rarely see actual freight costs which are absorbed by retailers they may not be aware of the extremely high cost for semi-freight.
- In short, if you refuse delivery it will end up costing you far more than if you just follow the damage reporting procedure. Please, for your better interest don't refuse delivery.
*Deliveries will be on 53 foot trailers. Please contact us about your delivery IF: You live in a Gated Community, on a private drive, narrow road or cul-de-sac. Then, we can arrange in advance for a smaller truck to make your delivery.*
**Please note that an email will be sent after your order ships with a detailed explanation on how to accept an order that shipped with a freight company**
***If the delivery is being made to a less accessible area or areas which require special/additional freight services (crossing water, on a small island, etc...), you may be responsible for additional freight charges. If this is the case, we will contact you prior to your order shipping to go over your options.*
For orders arriving with FedEx/UPS Ground:
Please inspect the boxes within 48 hours of delivery and contact The Cabinetry Company with reports of any damage or missing pieces. After 48 hours our manufacturers will not accept and damage or missing pieces claims and you will be responsible for re-ordering.
If we have helped you in designing your kitchen:
You are responsible for confirming the pieces and fit. The Cabinetry Company will not be responsible for a fit or selection issue. Please also be aware that a lot of customization happens on site and is done by your contractor.
Please note we work off of your measurements. In the event something is measured inaccurately which ends with an error in your cabinet sizes, The Cabinetry Company cannot be held liable. Please make sure to look over every measurement for your kitchen and every cabinet on your final invoice to make sure that it is correct and exactly what you want. If you do not understand something or have any questions about where a cabinet or accessory is being used please make sure to ask before you sign off on the order.
Free Shipping, Paid Shipping & Order Pick-Up:
- If you have paid a shipping charge & decide to pick-up your order please contact us to arrange that within 24 hours of placing your order. If the warehouse or manufacturing facility that is filling your order allows client pick-up we will arrange that for you and refund any shipping fee you have paid. This must be arranged within 24 hours of placing your order or we may not be able to cancel freight bill issuance.
- Shipping charges are calculated during the checkout process and are not included in the product price.
- If your order is being filled at a location that does not offer client pick-up, it will ship as originally ordered.
- If you receive free shipping and have not paid a shipping charge you can still pick-up your order, facility allowing. You will not be entitled to any type of credit, merchandise or refund for shipping that has not been physically paid by you.
- When ordering more than one style/color in one order you may incur added shipping charges if they ship from different locations. Free shipping is for one style that ships from a single location. You will be invoiced for this separately and your order won't ship until this is paid. If neither single style in your cart totals net 2500 or more but both style combined do this does not qualify for free shipping. We have to pay for full shipping fees from each point of shipment and cannot offer free shipping from more than one location.
For orders placed without seeing a door sample prior:
We strongly urge you to place door sample order(s) of your cabinet before you purchase to make sure it is exactly what you are expecting. Computer screens can alter images and although close, images seen on our website can vary from actual cabinets - which is why we suggest you order a sample first. If you choose not to order a sample and end up not liking the kitchen (because it is not what you expected) The Cabinetry Company will not accept a return on those items.
We want you to be completely satisfied with your purchase! To ensure your satisfaction, please take a moment to read through the below information to better understand the unique characteristics of the wood species, finishes and processes we use as it relates to the finished product appearance.
STAINED FINISHES
Naturally occurring characteristics such as variations in color, grain, mineral streaks and knots are not considered defects. Color variations are a natural occurrence due to substrate, age, character of cabinets and exposure to UV light and sunlight. Such variations and changes are not considered defects. For these reasons, new and/or replacement cabinets may not match display samples and/or existing cabinets. These natural characteristics may also visibly show through the cabinet finish by way of grain, worm holes and knots. This is not considered a defect.
Warping is the bending or twisting of a part due to moisture and atmospheric changes. To measure a door or shelf, lay the product on a flat surface and measure the gap from the surface to the part. The standard allowable tolerance for wood is 1/8" per lineal foot. Materials that fall within specification are considered acceptable, as a part of the natural substrate characteristics.
PAINTED FINISHES
Paint finishes are uniquely different from stained finishes. On all painted products, expansion and contraction are typical due to changes in climate conditions. Due to the normal movement, paint finishes may develop separation lines, finish breaks and seam lines. These will be most notable at stile, rail and panel joints. Joint separations may become more noticeable over time and through season changes. Some of the grain pattern and characteristics (checks, pin knots) as well as seams and joints will remain visible through the paint finish. These are normal and are not considered quality defects. Seam lines and finish breaks are normal characteristics of paint finishes and should not be considered a reason for product replacement. Over time, there may be a slight color shift due to exposure to natural and artificial light.
JOINT FRACTURE
Wood is in a constant state of expansion and contraction, therefore hairline fractures will soon be noticeable at the joints on the cabinet face frame. These will not weaken the finish, but they will be noticeable.
MITER DOORS
When mitered doors are painted with a solid color finish, the joints of the miter door will appear as the wood expands and contracts due to normal environmental changes.
GLAZING
The glazing process is a custom hand-applied technique that will vary between individual cabinet doors, and will not look exactly the same on every door. Differences in thickness, darkness, and consistency are to be expected with this hand-applied finish and are not considered to be a defect. Glazing can be a pen accent or a full body glaze that covers the entire door and drawer front.
EXPANSION AND CONTRACTION
Moisture content varies by wood species. Dry climate conditions can cause wood to shrink. Once the cabinets acclimate, the stain glaze, or final finish may need to be touched up. If not thoroughly wiped clean, these polishes and oils can create either a hazy look or act as attractant to dust and dirt.
How long will I have to open my cabinets and check for concealed damage after my delivery?
You will have up to 5 calendar days for semi-deliveries and 48 hours for FedEx and UPS deliveries to open all cabinet/accessory boxes and inspect for any damages, defects, or missing items (including hardware). If anything is missing, damaged, and/or defective, please email us within the time frame specified in your pre-delivery email we will send out to you prior to your cabinets arriving. We cannot process any damage or missing request unless this form is filed.
How To Report Damages & Missing Items To The Cabinetry Company
- For Damages: To File A Claim For Damaged Or Missing Items email us at: [email protected]. Include your order number, a copy of the delivery slip (not the packing slip). Send one email per cabinet and include 2 photos of the damaged part(s). Note the name of the cabinet in the subject line and be sure to tell us what the part is and describe the damage.
If you notice tears in the outer packaging or wrapping of the cabinets/pallets as they come off the truck please take photos of this and be sure to note on the driver delivery slip that there was damaged packaging. - Missing Items: What needs to be done on delivery besides unload the cabinets/accessories?
It is extremely important that you do a piece count and make sure all ordered pieces are there (unless there are any out of stock items). Some pieces may be packaged together, such as crown molding, fillers, etc… If possible, 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 (the 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 ABSOLUTELY must be noted on the delivery paperwork. 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 delivery receipt, 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 being difficult (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.
Is there any kind of reimbursement for labor required to repair items received with damage?
If replacements parts are needed, The Cabinetry Company is only responsible for providing those parts. We will not reimburse any additional costs of labor incurred by the customer to replace or repair damaged cabinets. Damage normally occurs in the shipping process and The Cabinetry Company, although we do try very hard to communicate with the freight company to take care in shipping, cannot be responsible for labor related repairs as we will provide replacement pieces.
Do I receive a new cabinet if something is damaged in the box?
Depending on the damage, in most cases, a replacement part will be sent, not an entire new cabinet. The manufacturer reserves the right to determine the most cost effective and efficient method to correct damaged and/or defective cabinets/accessories. For example, if a door is cracked, you would receive a new door, not a whole new cabinet. If you received Pre-Assembled cabinets, in some cases, it may be necessary to unassemble a cabinet or part of a cabinet if it’s required for a replacement part.
If you have a design whether done by The Cabinetry Company or another company, you are responsible for making sure that the items in your design match the items in your cart. Whether The Cabinetry Company loads your cart for you, or you load your cart, please double check it. The Cabinetry Company will not issue refunds or credits of any kind for errors in the design or cart, or correlation between the them regardless of who made the error. It's important for you to verify your items in case we make a mistake.
If you are unsatisfied with RTA (Ready To Assemble) product in any way we do accept returns under the following guidelines (Please read entire page for clarification of bullited items):
- All returns will need to be authorized by The Cabinetry Company prior to return shipment. For authorization please send an email request to: [email protected].
- Return requests must be received by The Cabinetry Company within 7 days from date of delivery.
- Cabinetry with any kind of modification done while in customer care are not returnable. Un-opened, non-modified items may be returned at The Cabinetry Company discretion.
- All items returned in original, unopened packaging will incur a 35% restocking fee upon return receipt.
- The customer is responsible for setting up and paying for all return shipments. Be sure to package your return well; items received with damages regardless of how they got damaged will not be issued any credit. Take photos of your packaging before you ship the items and be sure to purchase shipping insurance from the carrier when you return the items. If the items are damaged during the return shipment, credit will not be issued, and you will have to file a claim directly with the carrier you shipped the return with. The Cabinetry Company will not assume any responsibility for carrier damage on return shipments.
- Any returned product, which is deemed un-sellable, would not receive credit.
- When the returned item(s) are received, the value of the returned items minus applicable restocking fees and shipping fees will be credited back as soon as our Returns Department has completed processing (usually within 2 weeks). If the original shipment received free shipping the credit will be issued minus the actual shipping charges paid by The Cabinetry Company. Shipping charges of any kind are not refundable.
- Client must properly package, pallet & wrap any returns or fully comply with The Cabinetry Company return shipping instructions. The Cabinetry Company will not, under any circumstance pick up, package or pay for returns.
- The Cabinetry Company will not process any returns if the product returned is missing or incomplete from the original shipment.
- If the returned items are damaged due to improper packing for return, credit will not be issued so please pack them well.
1.) We strongly recommend ordering door samples before purchasing any cabinets to make sure the finish and style are exactly what you want. Any order placed without samples are not returnable including RTA (Ready To Assemble Cabinetry).
2.) If you mis-measure: You can absolutely exchange the item (as long as the item you wish to return is in the original packaging and is not one of the non-returnable items – see: (Are there any items that cannot be returned? In FAQ or refer to the paragraph above.). 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 locations, so please do not return anything without speaking to customer service to make sure the return address is correct. **A return Authorization number is required for all returns and without this number no credit will be issued. If something is returned to the incorrect address, unfortunately, we won’t be able to issue a refund for that item, nor will we ship it back or forward it on. There is a 35% 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.
3.) As long as the item you wish to return is in the original packaging and is not one of the non-returnable items (see Are there any items that cannot be returned?), you would just need to contact customer service within 7 days of your delivery. 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. All returns require a return authorization number. Returns without this number will not be accepted and credit will not be issued. We ship out of many locations, 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. We will not return or forward on a shipment that is mis-shipped due to lack of return authorization, nor will any credit be issued. There is a 35% restocking fee for all returned items and you would be responsible for the return shipping. If you’re returning something that requires shipment by a freight company, we would be happy to get a quote using our carriers (as we can normally receive lesser expensive rates than if you were to get a quote locally) and if you’d like to use our carrier, that amount would just be deducted from your refund amount. You would also need to make sure the item(s) is packed on a pallet (you can usually find free pallets at local hardware and various retail stores) and plastic wrapped. 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.
4.) ARE THERE ANY ITEMS THAT CANNOT BE RETURNED? NON-RETURNABLE ITEMS:
Non-returnable items, if received damaged or defective, will be replaced when our damage policy is followed. While not returnable you won't be stuck with something damaged or defective.
- Closeout Or Discontinued Items Are Not Returnable For Any Reason
- Trim & Accessories Are Not Returnable
- Quick Ship Maple Cabinetry
- Semi-Custom Cabinetry
- SOLLiD Brand Cabinetry
- Kith Kitchens
- Legend
- All Wood By Ideal Cabinetry
- Premium or Custom Cabinetry (Including doors & drawer fronts, frames, cabinet boxes, drawer boxes, hardware).
- Pre-Assembled Cabinetry
- Any Ready To Assemble Cabinet That Has Been Opened, Assembled, Or Modified In Any Way.
- Items that have been damaged on the work site or by a contractor or customer.
- Cabinets ordered without first ordering a sample door prior to placing final order can not be returned.
- Subjective opinion: If an item or items do not seem to meet a client's idea of what they should be but are what the client ordered, we cannot accept a return based on that. We'll work with a client to resolve the issue but will not issue refund because of this.
- Damaged parts will be replaced when reported within the damage reporting guidelines each customer receives via email when their order ships.
Cabinets shipped pre-assembled, all pre-built or fully built cabinetry regardless of brand or style, quick ship maple, semi-custom, premium/custom, RTA (ready to assemble) cabinets that have been opened or assembled by the customer to any degree. Trim, molding and accessories from any line are not returnable. Items must be in original received condition. Any items not noted on driver BOL form which may have shipping damage are not returnable. All items must be approved for return and a return authorization number issued or the return will not be accepted and customer will not receive account credit. PLEASE BE SURE TO READ OUR FAQ (FREQUENTLY ASKED QUESTIONS PAGE) FOR FURTHER INFORMATION ON RETURNS AND EXCHANGES.
BY PLACING MY ORDER, I ACKNOWLEDGE THAT I HAVE READ THE STATEMENTS ABOVE AND ACKNOWLEDGE THE PRODUCT CHARACTERISTICS OUTLINED.
