RTA Cabinets Ordering, Shipping & Return Policies

ORDER CHANGES/CANCELLATIONS

WHEN YOU CAN EXPECT YOUR CABINETS AFTER PLACING AN ORDER:

Various finishes ship out of different warehouses throughout the USA. If you are ordering multiple finishes, you may receive separate shipments depending on which warehouses they are being shipped from. You will receive confirmation emails whenever your order (or part of your order) has shipped.

We need credit card authorization before any order can be processed so your credit card will be charged when your order is placed. Most Ready to Assemble cabinet orders are in stock and will ship in 3-15 business days. Already Assembled cabinet orders will ship in 3 weeks. Depending on the warehouse your cabinets are shipping from, transit time can be an additional 1-6 business days. In some cases, there will be certain items out of stock. If this is the case, we will notify you and let you know when it will be in stock. Then you will have the option to:

1) Ship all in-stock items right away and the out-of-stock item(s) when they come in and you will be responsible for the additional shipping charges

2) Wait until all items are in, then ship

3) Cancel the out of stock item(s)

4) Switch the out of stock item(s) to another item that is in stock and ship the order (ex: switch a 15" drawer base to a regular 15" base, or a W2130 to a W1830 with a 3” filler).

Quick Checklist for shortages or damages upon your delivery (please also read below for more details on how to accept your delivery and report any damages or shortages):

• Mark both copies of the bill of lading (not packing list) clearly as to what is damaged or missing
• Have the delivery driver initial item(s) that are damaged/missing and sign both copies of the Bill of Lading (make sure you get a copy).
• Take pictures of damaged boxes and contents.
• A signed copy of the Bill of Lading, marked 'freight damage or shortage' and pictures, are required before any replacements or missing pieces will be mailed out.

WHAT YOUR DELIVERY WILL ENTAIL:

We use multiple freight companies to ship our products. If shipping to a residential address, it is a curbside, end of truck delivery. End of truck, meaning the driver is only responsible for moving the pallet to the end of the truck. From that point, it is the customer’s responsibility to unload the pallet piece by piece (this is a perfect time to do a piece count and inspect each box as noted below). No lift gate will be used unless specifically requested by the customer. The lift gate is just a type of 'elevator' on the back of the freight truck that lowers the pallet onto the curb. You would then unload the pallet from the curb as opposed to the back of the truck. Most freight companies will charge for this service, so please make sure to ask how much it would be before accepting the lift gate or any other service the shipping company offers you. Also, please make sure you have someone to help you accept the delivery if you are not able to move/lift the boxes by yourself, since the driver will not be responsible for unloading any boxes.

WHAT TO DO WHEN YOU RECEIVE YOUR DELIVERY:

It is extremely important that you do a piece count and make sure all ordered pieces are there (unless you’ve been informed of any out of stock items). Realize some pieces may be packaged together, i.e. crown molding, fillers, etc… If you can, 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 (BOL) that you weren’t able to verify the piece count in the box. If there is anything missing, it must be noted on the BOL. 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 BOL, we will not be able to reship any items.

In addition to doing a piece count, you want to check each box for visible damage. The trucking company has to let you do this, 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 giving you a hard time (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. We do try and pick the best trucking companies but in the unlikely event damages do occur in transit, you must report it to The RTA Store, Inc within 48 hours. If it is not reported within 48 hours the trucking company will not acknowledge any damages that may have been made, and we will not be able to replace any damaged pieces without charging you. If any part of your order arrives with visible damage, it is imperative that you note the damages on the BOL and have the driver sign. Again, make sure you get a copy and that the driver has a copy with the noted damage.

IF THERE ARE ANY DAMAGES:

If there are any visible damages to the packaging, it must be noted on the BOL. Do not need to refuse the shipment if pieces are damaged, just make sure to note all damages on the BOL with the driver. Many times, damaged boxes do not mean the contents are damaged. If, for some reason, a damaged piece is refused on delivery, be sure to accept all cabinets that are in good condition and do not refuse the entire order because this will delay the process to get new cabinets shipped out. If the contents of any boxes are also damaged, please be sure to take pictures of the damaged packaging along with the damaged items. If all boxes arrive in good condition, you then have 48 hours to open inspect the contents. If any parts are damaged, please email us a description of the damage along with supporting pictures, and the copy of the BOL to: claims@thertastore.com. As long as visible damage was noted on the BOL, your claim should be processed relatively quickly and replacements sent out (5-7 business days). If it was concealed damage, claims may take a little bit longer but we will work as quickly as possible to resolve the issues for you. Due to manufacturer guidelines, damage claims and replacement parts will not be honored for cabinets that have already been assembled and/or installed. If Glass Door Inserts or Glass Shelves are damaged during shipment, the manufacturers will not re-ship since they would have to go via Ground and will more than likely be damaged again. If you receive damaged glass, please send pictures and let our offices know within 24 hours and you will be issued a credit so the glass can be cut/purchased locally.

Some manufacturers will require damaged parts or cabinets to be returned in order for replacements to be sent. These parts/cabinets must be returned to the manufacturer if requested or you will be charged for the cost of the replacement parts/cabinets. Returns must be received within 30 days of receipt of replacement parts (or sooner, if requested), or else you will be charged for all parts. The manufacturer charges for replacements if the damaged parts aren't received back within 30 days, so unfortunately, if the damaged parts aren't returned within 30 days,The RTA Store will have to charge you for those replacements. If replacements parts are deemed necessary, The RTA Store is only responsible for providing those parts, we will not be able to reimburse any additional costs of labor incurred by the customer to replace or repair damaged cabinets. Different finishes ship from different warehouses throughout the USA, so please be sure to confirm the return address before returning anything. If they are returned to the wrong location, we won't be able to replace the damaged parts for no charge.

RETURNS:

***RTA cabinets that are shipped assembled or modified (ex: cabinets cut for glass) may not be returned for any reason***

Cabinets can only be returned if they are still unopened in the original packaging. You must notify The RTA Store within 24 hours if you wish to return anything, and we must receive the items back within 7 days of receipt. Please contact us for the return address, as many finishes are shipped from different warehouses.

If an order is canceled in transit you will be responsible for return shipping costs and may be subject to a 25% restocking fee. The RTA Store, Inc. cannot accepts returns on accessories (this includes, but is not limited to: crown, toe kicks, fillers, end panels, valances, refrigerator/dishwasher panels, mullion doors, anything else listed under cabinet accessories) for any reason due to how easily they can be damaged during return shipment. You will be refunded within 7 business days after we receive the shipment back and inspect it. If we find that there are damages due to 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.

Any order that is returned for any reason will be subject to a 25% restocking fee and the customer will be responsible for the return and initial shipping costs. If there are damages, The RTA Store will supply replacement parts/cabinets according to the damage policy above. However, if you don't wish to receive replacement parts/cabinets and request to return an entire order (all or partially damaged), you are responsible for the return shipping and sending The RTA Store the BOL (Bill of Lading) noting the damages (signed by the delivery driver) and pictures of the damages. Please send The RTA Store your return shipping invoice showing the shipping charge so it can also be included in the claim. Upon return, the damage will be inspected and a claim will be filed with the freight company. The claim will need to be settled in The RTA Store's favor before any refund can be issued. If the claim is denied, The RTA Store will be unable to issue any refund on damaged pieces. The return shipping will also be reimbursed if the full claim amount is approved. If a partial claim amount is approved, that amount will be reimbursed to you. All cabinets being returned (damaged or not) are subject to the 25% restocking fee. Upon approval of the freight claim, the 25% restocking fee for the damaged cabinets only (fee for the non-damaged cabinets will still apply), will also be reimbursed to you.

In the event that any mistakes are made in measuring or if any finish/cabinet quality is not what you expected, we can not be held liable. We strongly encourage you to order a door sample before purchasing a kitchen. If you receive your delivery and realize it is the wrong size (due to measurement mistake) and/or color (not what you expected) we will be happy to refund or replace your order but you will be responsible for return and initial shipping charges and will be subject to a 25% restocking fee. It is very important to make sure that you measure your space accurately,and if you are having us design your kitchen, that you give us correct measurements and information that would be important to your design.

IF WE SHIP THE WRONG PIECE:

If the wrong size and/or color is shipped to you please contact us within 24 hours at 845-765-8380 or customerservice@thertastore.com, and we will immediately process and ship your correct items as quickly as possible.

As always, if you have any questions, please email us at:
cusomerservice@thertastore.com

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