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Shipping & Returns
Shipping Policy:
With over a 3 months supply of inventory, we are able to ship our (RTA) Ready-To-Assemble kitchen cabinets and bathroom vanities faster than most of the other wholesale ready-to-assemble cabinet suppliers. On average, your order will ship in 9-10 business days (that is M-F), which doesn't include the transit time. We can not guarantee delivery, so please allow enough time for delays in transit, delays at the main warehouse, or items that may be on back order.
With the volume of cabinets that we are shipping, we continue to negotiate for the best possible rates. Depending on the size of your order, we will utilize the best mode of transportation (Parcel or Less-Than-Truckload) to ensure that your shipping costs are kept at a minimum. Due to the weight and size of some of the boxes of the ready-to-assemble cabinets and ready to assemble vanities, shipping them UPS or Fedex is not an option. The freight rates are automatically generated based on the weight of the shipment, destination zip code, and the best carrier for that region. Because of the constant changes in fuel prices and shipping costs, quotes are subject to modification at our discretion. A website generated shipping price is not guaranteed and we reserve the right to change shipping costs if applicable.
Residential delivery is defined as curbside delivery to your home (it does not include inside delivery or any additional accessorials). If you are not willing or able to accept curbside delivery by yourself, you will have to make arrangements to have someone there to help. In some cases, where the shipment is too heavy for the driver to place on the ground all at once, you may be required to assist the driver to get your cabinet order removed from the delivery truck . So it is very important to have someone there that is physically capable of helping if need be.
Please make sure that the delivery address is correct for your order. RTA Cabinet Store will NOT be responsible for ANY address errors made by the purchaser when checking out. In the event you realize you made an error with the shipping address please contact us immediately to correct the mistake. If we can correct the mistake before your shipment leaves our facility you will not incur any additional charges.
Why Doesn't RTA Offer Free Shipping?
The truth about free shipping is this: It doesn't exist! At RTA Cabinet Store we pride ourselves on offering our customers the lowest possible shipping rates by using a state of the art system that calculates the cheapest rate directly to you. We also pride ourselves in keeping our prices low. Companies that offer free shipping will make that cost up in one way or another
Since there has been some recent confusion during the shipping process we have made a brief tutorial on what to expect when your shipment arrives:
| Below is a rough estimate of transit times. Actual transit times may vary |
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Shipping To Canada
Unfortunately in Canada we are not a registered importer of record with customs, so we can not collect the duties and taxes associated with shipments going into Canada, but this does not prevent us from shipping into Canada (in fact, we do a high volume of business in Canada). So when you receive a quote or place an order, it will include the shipping but not any duties or taxes. These will be collected at your local customs office and will have to be paid by you. To find out what the duties and taxes will be, please call your local customs office.
For UPS shipments, UPS handles all of the charges associated with a shipment moving into Canada. Unfortunately, our shipping calculator has no way of calculating that charge ahead of time, so there will be an additional charge for UPS shipments being sent into Canada.
For more information about shipping to Canada, contact our customer service department.
Return Policies:
Not What You Ordered:
While we would like to claim that we are perfect.... yes we are human, so occassionally the wrong size or style will be shipped. You will notice that the boxes are very similar in size and shape, so it is important that you check your order before opening the boxes. The size and style is located on the sides of the boxes. If you happen to receive the wrong size or style kitchen cabinet or bathroom vanity, please contact us within 48 hours at 267-773-1006 and we will do our best to expedite you the correct size or style.
Ordered the Wrong Size/Style:
While we are more than willing to correct our mistakes, we can not be held responsible for measuring errors or if the color is not what you expected (we strongly encourage ordering a sample before buying). Before ordering your kitchen cabinets or bathroom vanities, please be sure to check and double check your measurements (please see the Helpful Hints section if you need help). If you receive your kitchen or bathroom cabinets and find that they are the wrong size, we will gladly replace your order, but you will be charged for the return of the wrong kitchen cabinets or bathroom vanity and the delivery charges for the new cabinets or vanity.
Restocking Fee:
While we try to accommodate our customers and take back any and all cabinets that we can re-sell, we have found out that customers have started abusing our generosity. We strongly encourage that customers order a sample door and double check their measurements before ordering cabinets. Any cabinets that you wish to return will incur a 20% restocking fee per cabinet and/or accessory (since we do not stock most Rev-A-Shelf items and they are custom ordered, there is a 50% restocking fee on these items). You will also be responsible for the shipping costs associated with shipping the product back. Your money will be refunded within 30 days of us receiving the product and inspecting it for damages. If damage is found, we will notify you and you will be responsible for filing a claim with the carrier to get reimbursed.
Cancellation Policy:
Once an order is placed, we allow up to 48 hours for a customer to cancel their order (since we have to shuttle product between two facilities). Any orders cancelled after that 48 hour period or during transit, will incur a 20% restocking fee. For orders canceled in transit you will be responsible for return shipping costs in addition to the restocking fee. You will be refunded within 30 days after we receive the shipment back and inspect it. If we find that there are damages due to excess transit time your refund may take a bit longer until a proper inspection by the trucking company can occur.
Storage fees:
In the event that an order has been shipped from our facility and the trucking company has made attempts to contact you to establish a delivery date and time and you do not provide them with a response or agreed upon date you may incur storage fees set forth by the trucking company. Since we use a third party to deliver your cabinets it is your responsibilty to pay any such storage fees. RTA Cabinet Store is not liable to pay any storage fees associated with an order for any reason. RTA Cabinet Store reserves the right to charge these storage fees to the responsible parties.
Damages:
Our cabinets and vanities are packaged to minimize the damage that can occur in transit. Since the (RTA) ready-to-assemble kitchen cabinets and (RTA) ready-to-assemble bathroom vanities are made of solid wood and plywood with some exceptions, it is uncommon that damage occurs. That being said, we can't control what happens to your order once the trucking company picks it up. Since we use 3rd party carriers for all of our deliveries, they assume liability for the product once it is picked up. In the event that a box arrives with visible damage, it is very important to note the damages on the delivery while the driver is present. All visible damage must be noted on the delivery receipt and vanity tops MUST be opened in front of the driver, otherwise the trucking company will not accept a claim. If you open the box, and find concealed damage, it MUST be reported within 48 hours to ensure that you can file a claim. If damage is found, it is important to follow the steps below to rectify the situation. If it is not reported within 48 hours, the trucking company will not acknowledge the concealed damage. If you have damages to your door(s) or face frame(s) we do require you to send the damaged item(s) back to us. We do this to ensure quality control. Below is a copy of the instructions that are included with your confirmation e-mail. It is important to print this out and review it before your shipment arrives.
Thank you for your recent order. Your order should be shipping in 9-10 business days (Monday-Friday). Once it is shipped, you should be receiving a call from the trucking company in order to schedule an appointment for delivery. It is very important that you take the following steps to ensure that you product arrives in one piece, and if there is a damage, that we have the necessary documentation to successfully file a claim
1) Make sure that someone is physically there when your order arrives. If you selected residential delivery, it is defined as curbside delivery to your home (it does not include inside delivery or any additional accessorials). If you are not willing or able to accept curbside delivery by yourself, you will have to make arrangements to have someone there to help.
2) Inspect each box for any obvious signs of damage before signing for your shipment. While some drivers may try to rush you, you have the right to inspect each box before you accept the shipment. If there are any holes, gashes, or other damages to the outside of the box it is important that you note it on the delivery receipt. *** For Granite Vanity Tops- All tops MUST be opened and inspected while the driver is present or a claim will not be honored ***
3)You must do an item count for your order to ensure nothing is missing. Once you sign the delivery receipt that says "x" amount of items are received you are ackowledging you have recieved all of your items that have been noted as being sent. If you count less cartons on your order than are being said as sent you must mark your delivery receipt noting any shortages. In many cases there can be multiple items in one "carton" so it is important to do a carton count rather than a "piece" count. All Bill of Ladings will have a carton count NOT a piece count.
4) Take note if the shrink wrap has been damaged or removed prior to them delivering it to you (smaller orders and bathroom orders may be strapped to the pallet rather than using shrink wrap). Every order is secured to the pallet... if it arrives without being secured in some fashion, it is important to note that.
(5) Even though a box may look perfectly fine on the outside, it is possible that something may have cracked or been damaged due to shifting in transit. Aside from the vanity tops, it is VERY important to open each box within a 48 hour period to see if there are any concealed damages. If there are any concealed damages, they must be reported within 48 hours. If not, the trucking company WILL NOT acknowledge them on a claim
In the event there are damages, take the following steps:
1) If it is a granite top or porcelain bowl, refuse to accept the box
2) Take pictures of the damage
3) Go back into your account, click on your order, and click on 'Report Damaged Item'. Provide as much information about the damages:
A detailed description of the damages and whether or not the pieces are usable
Was the shrink wrap or strapping intact?
Was the damage noted on the delivery receipt?
Are there pictures?
Include the tracking # or pro#, along with the name of the carrier on the delivery receipt
4) We will need you to fax us a copy of the delivery receipt, and email pictures of the damages. As long as you accurately document the damages, the trucking companies are usually pretty prompt about responding to claims. We will do our best to get you a replacement piece as promptly as possible, but it can take a couple of days to sort everything out (so don't get frustated, we are usually waiting on a response from the trucking company).
To file a claim, we will need the following documentation-
1) A copy of the delivery receipt showing that damages were noted upon delivery. This can be faxed to 484.231.8726 attention Claims Department
2) Pictures of the damages. A claims representative will let you know where these can be sent if they are needed.
R & L Carriers
Ward Trucking
New England Motor Freight
Con-Way
UPS Freight
Pitt-Ohio Express
