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Delivery Terms and Conditions

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. 

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