Delivery Terms and Conditions

Please note we highly recommend ordering door samples before purchasing any cabinetry to make sure the finish and style are exactly what you want. It is very difficult to see a true finish/paint digitally or with a written description. If you choose to order cabinets without seeing a sample first and do not like the cabinets once delivered, you will be responsible for the normal restocking and return policies as outlined here: Return & Restocking Policies.

For orders arriving with a freight company:

Upon arrival of your order, you must inspect all items and make sure everything is there with no noticeable damages. Please also make sure you are not missing any pieces. The best way to do this is to print out your order receipt and cross reference it against the delivery receipt. If there are any damages (no matter how small) and/or missing pieces, you must make a note of these items on the delivery receipt and get a signed copy from the driver (the driver will have multiple copies) and must give you a receipt.

The delivery will be a curbside, end of truck delivery. Curbside, meaning the delivery will be made either at the curb or in your driveway, depending on what the driver deems the easiest and safest way to deliver your order. 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 for damage). If your order is able to utilize a lift gate (an 'elevator' on the back of the freight truck that lowers the pallet onto the curb), it will be automatically included on your delivery free of charge! However, please note that certain orders will not be able to use a lift gate due to the size of the pallets used for delivery.

The RTA Store, Inc. cannot be held liable if you sign for your order without noting that pieces are missing and/or damaged. You will be responsible for re-ordering and missing pieces so please make sure to do a thorough check when your order comes. Please do not refuse any damaged order (instead, follow the above instructions), any returned orders may be subject to restocking fees in accordance with our return policy. After receiving your shipment, you will have 5 days to go through your order checking for any concealed damage. The carrier must be notified within 5 days of delivery of any concealed damage for the claim to be considered.

*Deliveries will be on 53 foot trailers. Please contact us about your delivery IF: You live in a Gated Community, on a private drive, narrow road or cul-de-sac. Then, we can arrange in advance for a smaller truck to make your delivery.*
**Please note that an email will be sent after your order ships with a detailed explanation on how to accept an order that shipped with a freight company**
***If the delivery is being made to a less accessible area or areas which require special/additional freight services (crossing water, on a small island, etc...), you may be responsible for additional freight charges. If this is the case, we will contact you prior to your order shipping to go over your options.***

For orders arriving with FedEx/UPS Ground:

Please inspect the boxes within 48 hours of delivery and contact TheRTAStore.com with reports of any damage or missing pieces. After 48 hours our manufacturers will not accept and damage or missing pieces claims and you will be responsible for re-ordering.

Boxes will have a different finish name than on the website:

Upon your delivery, you will notice that the finish name on the boxes will differ from the finish name you purchased on the website. The manufacturer's names are changed on our website, however you will receive an email after your order ships that details what to do on your delivery and will also note the finish that the boxes will say. Please DO NOT refuse your delivery thinking you received the wrong cabinets. If, for some reason you did not receive this email, please check your Spam/Junk folder or contact us.

If you have worked with TheRTAStore.com kitchen designer:

Please note that our designers work off of your measurements. In the event something is measured inaccurately which ends with an error in your cabinet sizes, The RTA Store, Inc cannot be held liable. Please make sure to look over every measurement for your kitchen and every cabinet on your final invoice to make sure that it is correct and exactly what you want. If you do not understand something or have any questions about where a cabinet or accessory is being used please make sure to ask your designer before you sign off on the order.

For orders placed without seeing a door sample prior:

Please note that The RTA Store, Inc. strongly urges you to place door sample order(s) of your cabinet before you purchase to make sure it is exactly what you are expecting. Computer screens can alter images and although close, images seen on our website can vary from actual cabinets - which is why we suggest you to order a sample first. If you choose not to order a sample and end up not liking the kitchen (because it is not what you expected) you will be held liable to our return and restocking policy.

Stock status

Since stock can change daily, it's possible that not all items on an order will be available to ship within the time frame listed. If anything is out of stock, customer service will notify you and you will be able to decide whether you'd like to wait for the out of stock items, switch to another item, or cancel those items. If you'd like to check availability before your order is placed, please let us know and we'd be happy to check with the manufacturer!

Orders being shipped outside of the lower 48 continguous United States

Please note that if your order is shipping outside of the lower 48 continguous United States, you will be required to pay a live shipping quote provided by our ground and/or freight shipping companies.

Changes to order(s)

Please note that orders can be changed within 24 hours of the order being placed. After that time period, changes could result in restocking fees. Changes within 24 hours will never incur restocking fees.

Cancellation of order(s)

Please note that orders that are cancelled after 24 hours could result in restocking fees. Orders cancelled within 24 hours are always 100% refundable.

Returns

For items that you would like to return, you must contact customer service within 5 days of your delivery. All returns must be in the original unopened packaging and not one of the non-returnable items for the warehouse to accept the item back. We will get a return authorization for you to include with your returned item and let you know the address where it should be returned. We ship out of many warehouses, so please do not return anything without speaking to customer service to make sure the return address is correct. If something is returned to the incorrect address, unfortunately, we won’t be able to issue a refund for that item. There is a 25% restocking fee for all returned items and you would be responsible for the return shipping. The initial shipping charge you paid when placing the order will not be able to be refunded. If you’re returning something that requires shipment by a freight company, we would be happy to get a quote using our carriers (as we can normally receive lesser expensive rates than if you were to get a quote locally) and if you’d like to use our carrier, that amount would just be deducted from your refund amount. You would also need to make sure the item(s) is packed on a pallet (you can usually find free pallets at local hardware and various retail stores) and plastic wrapped. When the item(s) are returned, if we find there are damages that occurred in 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 if you handled the return shipping yourself.

The following is a list of items that cannot be returned (this is not a complete list of all items that are not returnable, the policies will vary for each collection so for a complete list of what items are not returnable for a particular finish, please contact us at customerservice@thertastore.com):

Cabinets that are shipped Pre-Assembled or modified (ex: cabinets cut for glass)
Decorative Hardware (knobs/pulls - because they are a special order item and not stocked
Ready to Assemble cabinets that have already been assembled are also not able to be returned
Glass
Moldings, fillers, and panels, various accessories including but not limited to corbels/brackets, feet, posts/legs, onlays/valances (please note that these items can be returned in certain finishes, to find out about your finish please email us at: customerservice@thertastore.com)

Please click here for our Terms and Conditions when using The RTA Store, Inc.'s website

PRODUCT CHARACTERISTICS ACCEPTANCE

We want you to be 100% satisfied with your purchase! To ensure your satisfaction, please take a moment to read through the below information to better understand the unique characteristics of the wood species, finishes and processes we use as it relates to the finished product appearance.

STAINED FINISHES

Naturally occurring characteristics such as variations in color, grain, mineral streaks and knots are not considered defects. Color variations are a natural occurrence due to substrate, age, character of cabinets and exposure to UV light and sunlight. Such variations and changes are not considered defects. For these reasons, new and/or replacement cabinets may not match display samples and/or existing cabinets. These natural characteristics may also visibly show through the cabinet finish by way of grain, worm holes and knots. This is not considered a defect.
Warping is the bending or twisting of a part due to moisture and atmospheric changes. To measure a door or shelf, lay the product on a flat surface and measure the gap from the surface to the part. The standard allowable tolerance for wood is 1/8" per lineal foot. Materials that fall within specification are considered acceptable, as a part of the natural substrate characteristics.

PAINTED FINISHES

Paint finishes are uniquely different from stained finishes. On all painted products, expansion and contraction are typical due to changes in climate conditions. Due to the normal movement, paint finishes may develop separation lines, finish breaks and seam lines. These will be most notable at stile, rail and panel joints. Joint separations may become more noticeable over time and through season changes. Some of the grain pattern and characteristics (checks, pin knots) as well as seams and joints will remain visible through the paint finish. These are normal and are not considered quality defects. Seam lines and finish breaks are normal characteristics of paint finishes and should not be considered a reason for product replacement. Over time, there may be a slight color shift due to exposure to natural and artificial light.

JOINT FRACTURE

Wood is in a constant state of expansion and contraction, therefore hairline fractures will soon be noticeable at the joints on the cabinet face frame. These will not weaken the finish, but they will be noticeable.

MITER DOORS

When mitered doors are painted with a solid color finish, the joints of the miter door will appear as the wood expands and contracts due to normal environmental changes.

GLAZING

The glazing process is a custom hand-applied technique that will vary between individual cabinet doors, and will not look exactly the same on every door. Differences in thickness, darkness, and consistency are to be expected with this hand-applied finish and are not considered to be a defect.

EXPANSION AND CONTRACTION

Moisture content varies by wood species. Dry climate conditions can cause wood to shrink. Once the cabinets acclimate, the stain glaze, or final finish may need to be touched up. If not thoroughly wiped clean, these polishes and oils can create either a hazy look or act as attractant to dust and dirt.

BY CHECKING THE BOX AT CHECKOUT, I ACKNOWLEDGE THAT I HAVE READ THE STATEMENTS ABOVE AND ACKNOWLEDGE THE PRODUCT CHARACTERISTICS OUTLINED.