Shipping and Return Policy

RECEIVING - DAMAGE - RETURNS POLICY

PICK UP AT FREIGHT TERMINAL:

    When the shipment arrives at the freight terminal, the shipper will call you to let you know it is ready for pick up. The most important thing is to simply walk around the pallet and note any visible damage to any package on the delivery receipt and get a copy for yourself. Do not refuse any damaged packages. You must take damaged packages, then send pictures to request remake. Failure to do so may forfeit your right to recovery. You have 5 days to report any concealed damage. If you discover anything damaged that needs replaced, just reply to your original email confirmation with a picture of the damaged item and a description of the picture. That is sufficient to issue replacement or refund for repairs.

RESIDENTIAL DELIVERY:

    The order is delivered to your residence after you arrange the date and time; delivery arrangements are strictly between you and the local terminal. You must be available to accept the delivery within 3 days of the order arriving at the local terminal, and must work with the carrier regarding a delivery time; the carrier will not work around your schedule. The shipment will be delivered to the curb. When the shipper calls to make a delivery appointment, please be sure you provide any information the driver might need to successfully reach your location; such as mountain roads or narrow streets. Delivery trucks are quite large, and have limitations with some geographical areas. If you have any questions or concerns regarding inspection or damages, please review our policies online.

RECEIVING INSTRUCTIONS:

    When the driver shows up, the most important thing is to simply walk around the pallet and note any visible damage to any package on the delivery receipt and get a copy for yourself. Do not refuse any damaged packages. You must accept damaged packages, then send pictures to request remake. Failure to do so may forfeit your right to recovery. You have 5 days to report any concealed damage. If you discover anything damaged that needs replaced, just reply to your original email confirmation with a picture of the item and a description of the picture. That is sufficient to issue replacement or refund for repairs.

SHORTAGES:

    Before signing the delivery receipt, count each pallet/bundle to verify that you have received the number of pieces listed on the bill of lading. If the number of items does not match what you received, note the shortage on the receipt before you sign it.

    VERY IMPORTANT: If you ordered molding or toe kick, these materials will arrive in a bundle. Your delivery receipt will note the number of pallets and bundles shipped.

    It is very important to note any missing bundles or pallets at the time of delivery. If you are missing a pallet or bundle, make sure the driver hand writes the missing items on the delivery receipt before you sign off. Be sure to get a copy of the delivery receipt for yourself. Simply reply to this email with a picture of the delivery receipt, showing that the shortage was noted at the time of delivery.

    Missing items may not be able to be replaced free of charge if they are not noted at the time of delivery.

CONCEALED DAMAGE:

    You have 24 hours to report concealed damage.

REPORTING DAMAGE:

    If you discover concealed damage, report this within 24 hours of delivery/pickup of the order.

    Reply to your original email confirmation with a picture of the damaged item and a description of the picture. That is sufficient to issue replacement.

PICK UP AT FREIGHT TERMINAL OR RESIDENTIAL DELIVERY

    At checkout you will be prompted to choose between Pick Up at Freight Terminal or Curbside Delivery. You can upgrade to residential curbside delivery for $149.00 any time before your order ships. Just call to pay for this upgrade over the phone.

    If you upgrade your order to curbside delivery after the order ships, this request will incur a $75.00 re-consignment fee for a total charge of $224.00.

    We'll send you the tracking number the day after it ships and the shipper will call you when it arrives at the terminal so you can pick it up.

    Pick up hours are Monday - Friday from 9am-4pm. Just bring a Photo ID.

RETURN OF UNWANTED ITEMS:

    Our unfinished cabinets are custom built-to-order; therefore, there are no returns.

    You are ultimately responsible to make sure the sizes and style are correct. We are happy to help, but if the items are received as the order confirmation states, they are considered correct. We will remake items due to shipping damage or factory errors, but if you order incorrectly you will need to reorder.