FAQs
Below are frequently asked questions, you may find the answer for yourself
Customers by contacting customer service can make changes or cancel the order within 24 hours period after ordering. If a customer neglects to cancel or make changes within 24 hour period then they might have to pay to incur a fee because the packaging process to prep for shipping has already started. Most door sample orders are shipped the same day the customer orders but we still try our level best to accommodate requests like canceling and changing the order.
If a customer wants to change her shipping address, please call customer service immediately. If a customer wants to change the shipping address due to a change in address or the customer wrote it incorrectly then they will be charged a fee from the Freight Company. We will check immediately with the Freight Company if any fee is involved. If the Freight Company charges for the change then the customer will be responsible for the charges. However, we try our level best to eliminate or reduce the fee.
In the case, that customer is not home they will be charged with a re-delivery fee. Shipping information will be emailed to the customer by the customer service center once the order has been shipped. Upon the arrival of the package at the freight terminal, the customer will be contacted to be informed of the package's arrival and delivery date. The customer will know the date of arrival beforehand. In case packages are coming through UPS or FedEx the customer will not need to be present as they will drop off the packages at the doorstep.
All sample doors, bathroom vanity orders above $2500/-, pre-assembled kitchen cabinets, and all products which are ready for assembly will be under the free-shipping category. Alaska, Hawaii, and out-of-country orders are excluded from free shipping. Refunds will be subtracted from the shipment charges if the customer cancels an order after shipping has commenced.
We accept MasterCard, VISA.
The manufacturer issues all the sales and this is why we cannot give discounts other than the sale dates issued by the manufacturer. They are specific times for discounts and manufacturers are very strict regarding discount dates. Sales dates are not known to the store until the manufacturer releases sales dates. Customers will be charged with a restocking fee and return shipping fee if they cancel an order due to a sales promotion. Our normal return policies apply to the customer who returns the order after it has been delivered.
The font will be grey and there will be a slash across the price when you view your shopping cart. The sale price will be in bright green. At the bottom of the shopping cart, there will be a cart summary in which the discount amount will be shown in dollars and percentages.
It will take 3-15 business days for most ready-to-assemble orders. It will take 1-8 weeks for pre-assembled orders to ship. For an accurate shipping time frame please contact our website.
When you place an order, this is when your credit card will be charged.
It will take additional 1-6 business days because it depends on the warehouse and the freight company. You will receive a call from the Freight Company to schedule the exact delivery date.
The USA has many warehouses, and each warehouse ships a different finish. If a customer orders different finishes then they will get their order in episodes. A confirmation email will be sent when your order is shipped. Accessories inside the cabinet will reach the customer separately.
If your order is out of stock, you will be notified. Then you can select these options:
We ship all the out-of-stock items once they arrive. The customer is responsible for additional shipping charges.
The shipment is complete when the customer waits for all items to come in.
Customers can cancel out-of-stock items.
Customers can switch orders from out-of-stock items to in-stock items. If the items are more or less in price, then the customer will have to pay the difference or will be refunded accordingly.
The manufacturer issues all the sales and this is why we cannot give discounts other than the sale dates issued by the manufacturer. They are specific times for discounts and manufacturers are very strict regarding discount dates. Sales dates are not known to the store until the manufacturer releases sales dates. Customers will be charged with a restocking fee and return shipping fee if they cancel an order due to a sales promotion. Our normal return policies apply to the customer who returns the order after it has been delivered.
Deliver to a residential address will be considered curbside delivery. The driver will decide what is the easiest and safest way to deliver the order, it can be either on the curb or driveway. End of the truck, meaning the driver is only responsible for moving the pallet to the end of the truck. After that, it's the customer's responsibility to unload the pallet piece by piece.
Lift-gate is attached to a freight truck which works like an elevator to lower the pallet onto the curb. It's the customer's responsibility to unload the pallet from the curb. If pallets are in different sizes then the lift-gate will not be used. You will be charged a delivery fee if you utilize the liftgate.
Can I get the delivery myself?
In the times when the package is heavy, we suggest taking help from at least 1 to 2 other people. Freight company drivers will not help unload the shipment, they are only there for insurance purposes.
As a customer, you must count all the pieces. The customer should count every accessory while the driver is there. Missing pieces should be listed on BOL (shipping paper that the driver has). Customer needs to get their copy BOL with the signature of the driver. Customers will be charged if shortages are not mentioned in BOL.
It is recommended to check each box for damages. It is the customer's right to check the outside of each box. Customers are only allowed to check outside of the box for cracks, dents, holes, etc… Customers can call and complain trucking company if the driver isn't ready to stay until the customer checks all the boxes. The number of trucking companies will be mentioned on BOL. Although we check for all the damages in our warehouse if the damages occurred after when trucking company picks up the order then it's their responsibility, not ours. If the customer writes down damages on BOL then we will be able to replace the order.
Upon delivery, we recommend customer to check the outside of each box for damages. Kindly mark on the shipping paper if there are any damages while the driver is still there. Please take a photo documenting the way the shipment was received. Use the form on our website to report any damages to the products. To check for any damages, defects, or missing items customers have exactly 5 days to report those damages.
Until the freight company concludes the claim process, kindly hold on to damaged items. Freight Company can come to inspect the damaged item after we file a claim with the company for any damages that occurred in the transit process and it will not slow down the process of replacing it. We urge customers to not dispose of damaged goods until we claim that it is safe to dispose of since carriers have different timelines from the date of claim request which can be more or less than 120 days. We insist that the customer does not dispose of damaged goods until we allow it, in the case that the carrier demands to see the damaged product and it's not present, the customer might be charged for spare parts being sent.
We insist our clients do not refuse damaged items. Write down all the damages on the shipping paperwork and get it signed by the driver. Don't forget to get your copy of the shipping paperwork. We will take care of the damaged items if the customer uses the form to contact us within 5 days window. It's the right of the cabinet manufacturer to use the most cost-effective and efficient technique to fix the damage as a result of manufacturer defects or freight damage. Total cabinet/accessory replacement may not be involved. For example, a cabinet with a broken drawer would receive a new drawer – not a tawhole new cabinet.
The customer has 5 days to inform us about any concealed damages or missing products (this is not for the orders delivered by UPS Ground or FedEx). A shipment confirmation email will be sent after the order ships and in that email, there will be details on how to inspect the order. The customer will also receive a call of the same nature.
It usually depends on how big the damage is, mostly replacement parts will be sent, and not the whole new cabinet. It's the right of the cabinet manufacturer to use the most cost-effective and efficient technique to fix the damage as a result of manufacturer defects or freight damage. Total cabinet/accessory replacement may not be involved. For example, a cabinet with a broken drawer would receive a new drawer – not a whole new cabinet. In some cases, it may be necessary to unassemble a cabinet or part of a cabinet especially if it's a pre-assembled cabinet.
The store will only replace those parts that are needed to be replaced. The store will not reimburse any additional cost of labor even if it's replacing or repairing.
Kindly do not assemble damaged cabinets. Our claims department only accepts pictures of unassembled cabinets. It's hard to tell as a manufacturer that damage did not occur during assembly, if the cabinets are already assembled then the replacement parts will not be issued. If customer service informs the customer that it's ok to assemble the cabinet, only then the customer can proceed with assembly.
Since the glass door inserts and shelves will be shipped through the Ground, they most probably will break again, this is why the manufacturer will not re-ship glass items. Kindly send the picture of the broken glass so we can send you credit to purchase it locally.
Parts/cabinets must be returned to the manufacturer to get replacement parts. Every manufacturer is different, some require damaged parts and some do not. If a customer fails to send back the damaged part, then they will be charged the cost of replacement. A customer will be charged for all the parts if they do not return damaged parts within 30 days of receipt of the replacement. Different warehouses make different finishes so don't forget to confirm the return address before returning any part. If sent to the wrong address, our store will not replace the damaged item without the charge. If the damages are done by the Freight Company, kindly hold on to the damaged product until the Freight Company concludes the claim process. Freight Company can come to inspect the damaged item after we file a claim with the company for any damages that occurred in the transit process and it will not slow down the process of replacing it. We urge customers to not dispose of damaged goods until we claim that it is safe to dispose of since carriers have different timelines from the date of claim request which can be more or less than 120 days. We insist that the customer does not dispose of damaged goods until we allow it, in the case that the carrier demands to see the damaged product and it's not present, the customer might be charged for spare parts being sent.
It's the right of the cabinet manufacturer to use the most cost-effective and efficient technique to fix the damage as a result of manufacturer defects or freight damage. Total cabinet/accessory replacement may not be involved. For example, a cabinet with a broken drawer would receive a new drawer – not a whole new cabinet.
Items like cabinets that are shipped pre-assembled or modified, decorative hardware, ready-to-assemble cabinets that have already been assembled, glass, molding, fillers, panels, various accessories, touchup spray cans, items that have been opened or are no longer in their original packaging, flooring, backsplash or tile samples, and closet products.
Customers need to pay a 25% restocking fee on all returned items.
If a customer contacts customer service within 5 days, also the item you wish to return should be original and in unopened packaging. Customer service will get authorization to include with customer's returned items and to let the customer know about the address. First, speak to customer service before returning the item because we have many warehouses, and the package should reach the right address. A refund will not be issued to the customer if they send the return package to the wrong address. The customer will pay for return shipping and will also have to pay a 25% re-stocking fee. If your shipment requires freight carriers, we would be happy to get a quote from our carriers. The amount will be deducted from your refund amount if the customer chooses to use our carrier. The items should be plastic-wrapped and should be packed on a pallet. If the returning item gets damaged in the process of transit then the refund may take a bit longer because the trucking company will be inspecting the case. The customer needs to file a freight claim in this case.
FedEx, UPS, USPS, etc… is excellent for returning accessory items and small cabinets. Contact a common freight company for returning heavier objects. The items should be plastic-wrapped and should be packed on a pallet. If your shipment requires freight carriers, we would be happy to get a quote from our carriers. The amount will be deducted from your refund amount if the customer chooses to use our carrier. If the returning item gets damaged in the process of transit then the refund may take a bit longer because the trucking company will be inspecting the case. The customer needs to file a freight claim in this case.
Yes, you can. Contact customer service within 15 calendar days. Customer service will get authorization to include with customer's returned items and to let the customer know about the address. First, speak to customer service before returning the item because we have many warehouses, and the package should reach the right address. A refund will not be issued to the customer if they send the return package to the wrong address. The customer will pay for return shipping and will also have to pay a 25% re-stocking fee. If your shipment requires freight carriers, we would be happy to get a quote from our carriers. The amount will be deducted from your refund amount if the customer chooses to use our carrier. The items should be plastic-wrapped and should be packed on a pallet. If the returning item gets damaged in the process of transit then the refund may take a bit longer because the trucking company will be inspecting the case. The customer needs to file a freight claim in this case.
Buy sample doors before purchasing the cabinet but can return the order. The customer will pay for return shipping and will also have to pay a 25% re-stocking fee. If your shipment requires freight carriers, we would be happy to get a quote from our carriers. The amount will be deducted from your refund amount if the customer chooses to use our carrier. The items should be plastic-wrapped and should be packed on a pallet. If the returning item gets damaged in the process of transit then the refund may take a bit longer because the trucking company will be inspecting the case. The customer needs to file a freight claim in this case.
Once we receive the returned item, the customer will be refunded for the door sample but it does not include expedited shipping charges. Refunds will be processed in the same way the customer placed an order (PayPal, credit card, cheque, etc…). The cheque will be sent unless the customer uses PayPal if it has been more than 60 days from the customer's date of purchase.
If the customer is placing an order in our store then they have 24 hours to cancel it. No fee will be charged if canceled within 24 hours. If the 24-hour window is finished then the customer will be charged a fee.
If the order is in the transit stage and the customer wants to cancel it, they should contact the Freight Company to have it returned to the warehouse. The customer will be charged with an initial shipping charge, freight company charges, and a 25% re-stocking fee. After the package is received by our warehouse, the customer will be refunded except for the shipping and restocking fee.
The store will get the customer the replacement parts/cabinets, so there is no need to return the damaged item. 25% restocking and return shipping will be charged if a customer decides to return the entire order. The initial shipping charge would not be refunded. We will also need to see the delivery paperwork where all the damages are written.
If the customer receives the wrong cabinet, kindly contact us within 5 days. The store will process and ship the order quickly. Other documentation and pictures will be required if an incorrect item needs to be returned, we will provide you with a shipping label.
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