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Kitchen Cabinets FAQs

Questions

Answers

Are there any items that cannot be returned?

The following items cannot be returned:

  • 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 (please note that these items can be returned in certain finishes, to find out about your finish please email us at: customerservice@thertastore.com)
Do I need to be home to accept my delivery?

If your order is shipping with a freight company, you must be home for the delivery, if not, the freight company won’t be able to deliver and they will charge you a re-delivery fee. After your order ships, customer service will email you a shipment confirmation which includes all your shipping information. Then, once the order arrives at your local freight terminal, the freight company will contact you to schedule the delivery date. This way, you will know exactly when to expect them. If your order is shipping Ground (with FedEx or UPS), no one needs to be home, the package(s) will be left even if no one is there.

Do you have a delivery video?

Yes, please watch our "7 Steps For Receiving Your Delivery" video below!

 

Do you have an overview of how to accept and inspect delivery?

Click here for a quick overview on how to accept your delivery

How can I pay for my order?

We accept MasterCard, Visa, Discover, American Express, PayPal, Bank Checks and Money Orders.

How is my order being shipped?

Larger cabinet and full kitchen orders will be shipped with a common freight carrier (the freight carrier will be determined when your order is ready for shipment and you will be emailed this info with you shipment confirmation). Smaller cabinets and accessories will be shipped with FedEx or UPS Ground. 

How long do I have to open my cabinets and check for concealed damage after my delivery?

 

You have 5 days to open all cabinet/accessory boxes and inspect for any damages, defects, or missing items (including hardware). If anything is missing, damaged, and/or defective, please notify TheRTAStore.com within 5 days. Please contact us using this form: https://thertastore.wufoo.com/forms/claimmissing-items-request-form/.
How long will my order take to get to me once it ships?

Depending on the warehouse your cabinets are shipping from and the freight company, most transit times to your local freight terminal will be additional 1-6 business days.  After your order arrives at the terminal, the freight company will contact you (at the number you entered with your shipping address) to schedule the exact delivery day.

I don’t like the finish/style of the cabinets, can I return my order?

We highly recommend ordering door samples before purchasing any cabinets to make sure the finish and style are exactly what you want. However, if you receive the cabinets and aren’t happy with them, you would be able to return your order (as long as the item you wish to return is in the original packaging and is not one of the non-returnable items - see Are there any items that cannot be returned?). 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. You would also need to make sure the order is packed on a pallet (you can usually find free pallets at local hardware and various retail stores) and plastic wrapped. We would be happy to get a quote using our freight 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. 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.

I mis-measured, can I return a cabinet?

Yes, absolutely (as long as the item you wish to return is in the original packaging and is not one of the non-returnable items - see Are there any items that cannot be returned?). Just contact customer service and they 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. 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.

I placed an order and then my cabinets went on sale, can I get the new discount?

While we would love to honor all discounts all the time, many of the discounts offered during sales are issued directly from the manufacturer and are only valid for orders placed during the advertised sale dates. The manufacturers have very strict policies about discounts only applying to orders placed during these times. We often have no prior knowledge of the discounts that will be available until they are posted on the website so because of this, we are not able to honor discounts for current sales on past orders even if the order was just placed or has not shipped yet. Orders that are cancelled because current sale discounts cannot be applied may be subject to restocking fees and/or initial and return shipping charges (if the order has already been shipped and is in transit). If you wish to return an order that has already been delivered, our normal return policies would apply.

I received the wrong cabinet/accessory, now what?

If the wrong cabinet or accessory is shipped to you by mistake, please contact us within 5 days at 877-99-CABINETS (877-992-2246) or customerservice@thertastore.com, and we will process and ship your correct items as quickly as possible. Pictures or other documentation may be required and if the incorrect item(s) needs to be returned, we will provide you with a shipping label.

Is there a restocking fee for returned items?

Yes, there is a 25% restocking fee on all returned items.

My order (or part of my order) was received damaged, can I return it?

Don’t worry! There’s no need to return a damaged order, we will be able to get you the replacement parts/cabinets that are needed (please see What if something on my order is damaged?). If you decide to return your entire order it would be treated as a regular return and you would be responsible for the return shipping and a 25% restocking fee. The initial shipping charge would not be able to be refunded. We will also need the delivery paperwork that noted the damage (paperwork the delivery driver had).

My order is shipping outside the USA, what do I need to know?

For orders being shipped outside the USA, the customer will be responsible for all customs duties and fees. These fees are established by the shipping company and customs agents and are not associated with The RTA Store. For more information about these fees, please contact your local customs office or broker (agent who will help facilitate your order over the border). You must provide The RTA Store with your Customs Broker's information (Name, Address, Company and Phone Number before your order can ship. When arranging with a Broker, you must inform them if your order will be shipping in parts or from separate warehouses (resulting in more than one shipment crossing the border). Please contact customerservice@thertastore.com  to find out if your order falls into this category.

Should I assemble cabinets with damages if I’m just waiting for a part?

No, if any cabinets are damaged, please do not assemble these cabinets. The pictures needed by our claims department must be unassembled cabinets. Due to manufacturer guidelines, replacement parts will not be issued for cabinets that are already assembled because the manufacturer does not know the damage did not occur during assembly. Please leave any damaged cabinets unassembled until customer service lets you know it is ok to proceed with assembly.

Should I refuse a damaged item on my delivery?

No, do not refuse any damaged items, just note the damages on the shipping paperwork the driver has, have them sign and make sure you receive a copy. Then, use this form to contact us (please make sure it’s within 5 days of your delivery) to take care of the damaged item(s): https://thertastore.wufoo.com/forms/claimmissing-items-request-form/.

What do I need to do on delivery besides unload the cabinets/accessories?

1. 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). 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 – shipping paperwork that the driver has) that you weren’t able to verify the piece count in that specific 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 these items for no charge.

 

2. In addition to doing a piece count, you want to check each box for visible damage. The trucking company is required to let you check the outside of each box. 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 and will only approve replacements if the damages are noted on the shipping paperwork (Bill of Lading – BOL) on your delivery.

What if I entered my Shipping Address wrong or need to change it?

Please contact customer service immediately if you need to change your shipping address. If a shipping address is changed after an order ships or if an address was entered incorrectly on an order and needs to be changed after shipment, most freight companies will charge a fee. We will contact the freight company ASAP if your order has already shipped and find out if there are any fees involved. We will do our best to eliminate or reduce any fees, but if the freight company charges for the change, you would be responsible for these charges.

What if I have to cancel or make changes to my order?

If you need to cancel or make changes to your order, please let customer service know within 24 hours of placing your order. After 24 hours changes/cancellations may not be able to be made without incurring fees since your order may have already begun the packing process to prep for shipping. While we will try our best to accommodate any requests, many times, door sample orders will not be able to be changed/canceled since most will ship the same day you place your order.

What if I need to return something?

As long as the item you wish to return is in the original packaging and is not one of the non-returnable items (see Are there any items that cannot be returned?), you would just need to contact customer service within 5 days of your delivery. They 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. 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.

What if I ordered cabinets with glass and the glass arrives broken?

If Glass Door Inserts or Glass Shelves are damaged during shipment, the manufacturers will not re-ship since they would have to ship via Ground and will more than likely be damaged again. If you receive damaged glass, please send pictures and let our offices know immediately and you will be issued a credit so the glass can be cut/purchased locally.

What if I receive damages on an Assembled cabinet order?

The cabinet manufacturers reserve the right to determine the most cost effective and efficient method to correct damaged items as a result of manufacturer defect or freight/shipping damage. This may not involve a total cabinet/accessory replacement. For example, a cabinet with a damaged door would receive a new door - not an entirely new cabinet. 

What if I want to cancel my order and it has already shipped, but I have not received it yet?

If you need to cancel your order that is in transit to you, we would need to contact the freight company to have it returned to the warehouse. You would be responsible for any return shipping fees being charged by the freight company, in addition to the initial shipping charge you paid when placing the order and a 25% restocking fee. Once the order is returned to the warehouse, you will be refunded less the shipping and restocking fees.

What if I want to cancel my order right after I place it?

You have 24 hours to cancel your order after it’s placed on TheRTAStore.com.  Please call our offices at 877-99-CABINETS or email customer service at customerservice@thertastore.com and we will take care of the cancellation for you. There are no fees if cancelled within 24 hours. If it’s after 24 hours, and your order has already begun being packed for shipment, we may not be able to cancel the order without a fee. We will let you know if the manufacturer is charging any fees to unpack the order and restock it.

What if something on my order is out of stock?
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. You may be responsible for additional shipping charges
 
2) Wait until all items are in, then ship complete
 
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 21x30 wall cabinet to a 18x30 wall cabinet with a 3” filler). If the items being changed result in a higher cost, you would be responsible for the difference and if they are a lesser cost, you would receive a refund for that amount
What is a curbside, end-of-truck delivery?

If shipping to a residential address, it is 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).

What is a lift gate?

The lift gate is like an '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. Certain orders will not be able to use a lift gate due to the size of the pallets used for delivery. If your order is able to utilize a lift gate, it will be automatically included on your delivery free of charge!

What orders qualify for Free Shipping promotions?

Free shipping offers apply to all Ready to Assemble and Pre-Assembled kitchen cabinet and bathroom vanity orders over $2500 and all Sample Door orders!

**Free shipping only applies to the 48 contiguous US states, it does not apply to Alaska, Hawaii, or out of country orders.** In the event you cancel your order after it has shipped, the shipping that would have been charged (had the Free Shipping discount not been applied) and any return shipping fees will be deducted from your refund. 

What shipping method do I use to return an item back to the warehouse?

If it’s an accessory item or small cabinet, it can usually be returned via ground shipping (FedEx, UPS, USPS, etc…). If it’s a larger, heavier item then it would need to be returned using a common freight company. 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. 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. 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.

What should I do with damaged items?

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. 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, unfortunately, we won't be able to replace the damaged parts for no charge.

When I receive delivery, what if something on my order is damaged?

It is very important to look for any damages to the outside of the boxes upon your delivery. If any damages are visible, mark this on the shipping paperwork the driver has and be sure they sign and give you a copy (do not refuse any damaged items). Many times the contents will not be damaged even if the box is, but if you find any parts of the cabinets to be damaged, please report it immediately to TheRTAStore.com using this form: https://thertastore.wufoo.com/forms/claimmissing-items-request-form/. You will have 5 days from the day of delivery to report any damages.

When will my credit card be charged?

Credit card authorization is needed before an order can be processed so your credit card will be charged when your order is placed.

When will my order ship?

Most Ready-to-Assemble orders will ship in 3-15 business days. Pre-Assembled orders will ship in 1-8 weeks. Please check the specific finish page on the website for a more accurate shipping time frame.

Where can I return door samples and how will I be refunded?

Once received back, you will be refunded the price you paid for the sample(s) less return shipping back to us. The refund will be processed in the same way you placed the order (credit card, PayPal, check, etc…). If it has been more than 60 days from your date of purchase, a refund will have to be issued in the form of a check unless you have a PayPal account, then it can also be emailed to you.

Please return all samples to the below address and be sure to include your name and order number to ensure a prompt refund:


2345 Route 52

Suite 1A

Hopewell Junction, NY 12533

Will I be able to accept my delivery by myself?

Many cabinets will be very large and heavy (in excess of 100 lbs) so having 1 or 2 additional people to help is highly recommended. The delivery drivers work for the freight companies (not TheRTAStore.com) and for insurance purposes, are not able to assist in unloading any cabinets so he or she would not be able to help during this process.

Will I be reimbursed for any labor or time needed to repair any damaged cabinets?

If replacements parts are needed, TheRTAStore.com is only responsible for providing those parts. Unfortunately, we will not be able to reimburse any additional costs of labor incurred by the customer to replace or repair damaged cabinets. 

Will I receive a new cabinet if something is damaged in the box?

Depending on the damage, in most cases, a replacement part will be sent, not an entire new cabinet. The manufacturer reserves the right to determine the most cost effective and efficient method to correct damaged and/or defective cabinets/accessories. For example, if a door is cracked, you would receive a new door, not a whole new cabinet. If you received Pre-Assembled cabinets, in some cases, it may be necessary to unassemble a cabinet or part of a cabinet if it’s required for a replacement part. 

Will I receive my entire order in one shipment?

Various finishes ship from 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. Inside cabinet accessory items would also ship separately (trash inserts, pullouts, etc…)

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