Frequently Asked Questions (FAQ)
Shipping & Returns
Are duties and taxes included on shipments outside of the United States?
Since we are an importer of record in Canada, we can not factor in the duties and taxes ahead of time. To calculate these, you will have to contact your local customs clearance office.
Can I return an item I received?
Yes you can, but there will be a restocking fee. See shipping and returns policy under the information tab
Do I need a return authorization number to return a sample door?
Yes. A return authorization number can be created clicking on the "Need to return an item" button on your order
Do I need to be there when the shipment arrives?
Yes. It is important to have someone available who is also capable of helping unload the cabinets. The order should be fully inspected to ensure that any damages are noted on the delivery receipt.
Do you ship to Canada?
Yes, we do ship to Canada, but we do not factor in duties or taxes.
Do you ship to my state?
We currently ship to all 50 states, Canada, and the Caribbean, but we are capable of shipping anywhere in the world.
Do you ship to the Caribbean?
We do ship to the Caribbean. Most of our clients have their own freight forwarder in Florida that handles the ocean portion of the shipment for them, but we do have freight forwarders that we work with if you don't already have one.
How do I find the closest trucking terminal?
The best way to find the closest trucking terminal is to call customer service
How do I find the status of my claim?
If you log back into your account on the website, you can see the status of your claim. If you want to call and talk to someone, you can use your order number as your claim number.
How do I return an item I don't need?
First create a return authorization number from your order. You are responsibe for handling the cost of shipping the item back to us. It is best to get a tracking number to ensure that we receive it. There is a 20% restocking fee for returned items and the refund is subject to inspection of the item since the cabinet need to be resellable. Please make sure that you adequately pack the box.
How do I return sample doors?
First create a return authorization number from your order. You can ship it back by which ever carrier you would like. It is best to get a tracking number o ensure that we receive it.
How long does it take to ship to Canada?
Due to the size of Canada, transit time can vary greatly. On average, it would 2-5 days
How long does shipping take?
Shipping time will vary by distance, but you can reference a general map under the information tab. These are not guaranteed transit times, and residential delivery will often add an additional day or two so that they can set up an appointment.
Is there free shipping?
We try to be as transparent as possible with our pricing, so we do not offer free shipping. We want you to feel that you are getting the best price possible by offering the lowest prices, and showing you exactly what the delivery charges are (with no mark up).
What happens if I don't note damages on the delivery receipt?
Without noting visible damage on the delivery receipt, it makes it much harder to file a claim. If you find something damaged, it is important to report it within 48 hours.
What is terminal trucking delivery?
Trucking terminal pickup gives you the ability to pick up your at the closest trucking terminal for the carrier. Depending on where you live, this could be right down the road or a couple of hours away, so it is important to find out where the closest trucking terminal is before selecting this option.
Why is there a restocking fee?
In most cases, when we get an item returned by a customer it is not in perfect condition because of being handled multiple times. Often we end up not being able to resell that item at full price, so we have to charge a restocking fee to offset that
Will the driver help unload my order?
In most situations, the driver will hand you cabinets from the truck, but will not unload them by hand for you (in situations where the truck does not have a liftgate). It is important to always have someone who is willing and able to help unload.
Will they call me before the cabinets are delivered?
For residential deliveries, the trucking companies are required to call to set up an appointment, so you should be receiving a call a day or two before the deliver