RETURNS & SHIPPING

Cancellations:

The cancellation policy is different based on the type of order; please read carefully and call us if you have questions. Expedited, rush, or orders with custom modifications may not be canceled at any time.

FREIGHT ORDERS:

If your order is being delivered via freight you have 24 hours  from the time of order to cancel. Email us at: support@rtacabinetco.com to request cancellation. Include your order number and the phone number on the billing information from your order. We will verify that the order is being cancelled by the person who placed it and will then cancel the order and issue a credit for the order amount less a 10% cancellation fee.

PICK-UP ORDERS:

If you have placed a pick-up order on the Order Monday, Pick-up Friday Program, your order needs to be cancelled by 5PM CST on the same Monday it was placed. Due to the quick turn around nature of this program, orders go to the warehouse for picking and packing immediately, so we have very little time to stop the process. There is a non-negotiable, non-refundable cancellation fee of 10% that will be deducted from your refund. Cancellations are not accepted after 5PM CST for pick-up orders. Cancellations must be done in writing to: support@rtacabinetco.com. We will call you to confirm the person cancelling is the same person that has placed the order.

LOCAL DELIVERY ORDERS:

If your order is being delivered via local delivery you have 24 hours  from the time of order to cancel. Email us at: support@rtacabinetco.com to request cancellation. Include your order number and the phone number on the billing information from your order. We will verify that the order is being cancelled by the person who placed it and will then cancel the order and issue a credit for the order amount less a 10% cancellation fee.

Can I change the delivery address after placing my order?

FREIGHT DELIVERY:

The delivery address may not be changed once the carrier has picked up the order. If the carrier has not picked up the order we can request a delivery address change and the carrier will charge a fee for this which is typically between 75-175 depending on the carrier, and RTA Cabinet Co. has no control over this pricing. If the new delivery address is in a different cityor state there may also be added transit charges for moving the shipment through another terminal and or adding more miles to the transit.

LOCAL DELIVERY:

You may change the delivery address up until 24 hours prior to your delivery. Delivery cannot be outside the local delivery area. There is a fee of 75.00 to change the delivery address for local delivery orders.

What Happens If I Refuse Delivery Of One or More Items Or My Entire Order For Any Reason?:

FREIGHT:

For your protection: Please do not refuse delivery in whole or in part. If there is an issue with shipping damage, our policy is to submit a damage claim and replace the damaged items. If your order delivers by freight and you refuse the shipment you will be responsible for any and all charges assessed by the carrier for the refusal and return shipment, plus any storage fees. The shipper, which is the manufacturer or warehouse, will absolutely not accept the return and it will sit with the carrier who will bill up to 150.00 per day for storage and will also charge you for disposal. This is very expensive and can run into the thousands of dollars so please do not refuse delivery. RTA Cabinet Co. will not cover ANY costs for fees associated with a refused delivery, in whole or in part, nor will we issue any credit or refunds for any items refused upon delivery, because we cannot recover our funds from the warehouse/manufacturer. If there is an issue with your delivery, call us: 888-607-8222. If you want to return items please follow the returns process.

If you refuse delivery there is no way for us to issue replacements because we cannot replace what you do not have in your posession. We will need specific photos showing damages so we can issue replacements. This replacement process is easy and quick.

The warehouses will not accept returns without return authorization numbers. There are no refunds on any freight charges paid at any point regardless of the issue. This is because the carrier will not refund the shipping fees and we typically pay between 650-4500 per shipment and only pass a small portion, if any of that charge, onto you as our customer in an effort to make things as affordable as possible.

Local Delivery:

The local delivery company is not authorized to return items. It is rare to have shipping damage when the local delivery company is bringing your items. They will not accept returns and will not bring anything back on the truck. If you refuse a delivery in whole or in part on a local delivery appointment you will be charged an additional return shipping fee of 350.00 plus 25.00 per item per day as a storage fee for 14 calendar days, at which point your items will be disposed of at the discretion of RTA Cabinet Co. and you will receive a bill for the balance due. RTA Cabinet Co. will not issue any credit or refund for refused items and any shipping charges that you have paid are not refundable. If you want to return items please follow the returns process.

PICK-UPS (RETURN PROCESS):

If you are picking up an order, you may return cabinets as long as they are ready to assemble or ready to build in the original unopened packaging. We will charge a restocking fee of 25% and a truck/crew fee of 350.00 to drive the parts back to the appropriate warehouse. These amounts will be deducted from any refunds you may be elgible to receive. Anything assembled, modified or opened is not returnable. Trim, moldings, accessories, roll out trays, touch-up materials are not returnable. Our return policy is based on the manufacturer return policy and we cannot return what they will not accept. Once the warehouse issues an acceptance of the returned items we will issue your creidt. This can take 3-10 business days as we have to transport the items back to the warehouse and then allow them 1-5 days to check it in and issue the credit to us. If you take your items home with you and then determine there is something you do not need you will have to bring those items back to us or ship them back to us.

Items that are returnable must be in original, unopened packaging and returned within 30 calendar days of receipt. Please be sure to carefully read the information on this page or call us if you have questions. CALL US IF YOU HAVE QUESTIONS: 888-607-8222.

RETURNS:

If your order delivered by freight or local delivery: 


Ready to assemble/ Ready To Build items are returnable in original, unopened packaging within 30 days of receipt. There is a 25% restocking fee charged by the warehouse that will be deducted from your refund. You will need to arrange your own return shipping. Any shipping fees paid for your original delivery are not refundable in whole or in part.

Pick-Up Orders that are not picked up on time:

If you have a pick-up order and do not come and get it as scheduled, we'll hold it for 5 days before assessing storage fees beginning on day 6 at a rate of 35.00 per day. We have limited space and when you don't pick-up your order it creates problems with other orders. We'll store your items for 5 calendar days. At calendar day 11 (the 5 days before storage fees assess, plus the 5 days they will assess) we'll return your order to the warehouse. When your refund is issued we'll deduct the following: 25% re-stocking fee as charged by the warehouse, plus a 350.00 fee to drive your items back down to the warehouse and unload them, and any storage fees that may be due. Trim, moldings, accessories including roll out trays, decorative items, fillers, touch-up kits and any assembled cabinets are not returnable regardless of the type of order placed. If you do not pick-up or if you send any of these non-returnable items to our location they will be disposed of, donated, or utilized at the discretion of RTA Cabinet Co. in 5 calendar days and you will not receive credit for those items. Please see the section titled "Items That Are Not Returnable" for a more complete description of items.

If you have scheduled delivery, your delivery charge of 350.00 covers one attempt to deliver.  Please be at the delivery location at the scheduled time as the truck will arrive within 1 hour of that time window and they will call you when they are on their way to your location. There must be safe access to the location that can accomodate a truck and this is curb side delivery. Please have 1 to 2 people available to help unload the truck. The crew may help take the items off the truck but they are not permitted inside any part of your residence including a garage. Once at the location, the truck will wait up to 15 minutes before moving on to the next delivery. If you refuse the delivery in whole or in part we will charge 25.00 per item returned on the truck. The following fees will also apply: In addition to the 25.00 per item there will be a 25% re-stocking fee as charged by the warehouse, plus a 350.00 fee to drive your items back down to the warehouse and unload them, and your original delivery fee that you paid is not refundable once your items are on the truck for delivery. Trim, moldings, accessories including roll out trays, decorative items, fillers, touch-up kits and any assembled cabinets are not returnable. If you send any of these non-returnable items to our location they will be disposed of, donated, or utilized at the discretion of RTA Cabinet Co. and you will not receive credit for those items. Please see the section titled "Items That Are Not Returnable" for a more complete description of items.

Items That Are Not Returnable:

Trim, moldings, accessories including roll out trays, touch-up kits, aerosol spray cans, pints or any size paint or stain, decorative accents, fillers, panels, sample chips or blocks, and assembled/built or modified cabinets are not returnable whether or not they have been delivered, assembled at your location, assembled by us, the warehouse or manufacturer or scheduled for pick-up. Inserts such as trash, spice, coffee, OXO POPS, etc. are all considered accessories and are not returnable. The warehouse will not accept these items as returns. If you have any item that you have opened, repackaged, or modified in any way including assembling; these items are not returnable. Ready to assemble cabinets or Ready to build cabinets that have been opened and repackaged or simply opened, will not be accepted back. The warehouse quality check requires the item to be in the original sealed packaging. This is done because once opened, parts could be missing and the warehouse will not accept the package.

Damaged Items-Freight Deliveries:

Freight delivery is curb side only. The semi driver will not pull into your driveway and may also decline to drive down a narrow, long, or dirt road and will not enter into an area where they cannot turn around to leave from. If you live in a location with limited or restricted access like in the mountains with steep grades or simply an area too tight or too limited for a semi you will need to inform the carrier when they call to schedule delivery and you may need to arrange an alternate pick-up location with them. Some customers meet the semi at a public lot and offload the items onto another truck like a u-haul or their own pick-up truck.

Receiving Your Semi-Shipment:

On the rare occasion you receive an item with transit damage or defect please notify us within 5 calendar days of receipt. When you receive your freight delivery (if arriving on a semi) you will snap a few photos of the pallets as they come off the truck. If you see any damage to the outer wrap, strapping, or boxes be sure to NOTE it on the delivery slip the driver will have you sign. You do not have to open everything while the driver is there. Use your order to do a quick piece count and if there is a box missing note that on the delivery receipt. *Transit damage is rare, but it can happen. Defects are also rare but we're here to help if the situation should arise. To report the damage send at least 2 photos (close-up and wide angle) of the damaged part to: support@rtacabinetco.com. Be sure to send one cabinet per email; if you have two damaged cabinets send two emails, one for each cabinet. Tell us your order number in the subject line. In the email tell us the cabinet that the parts are from such as "B24 Cracked left door." We need to be able to see the damage and also know what the part is so we can issue a replacement for you as quickly as possible. Replacements usually take 1-3 business days to process plus delivery time. We try to have a new part delivered to you within a week. If you send unidentifiable photos or do not tell us what cabinet they are from it will delay the replacement process. We do not accept text messages for reporting damage or defects. If you have a damaged cabinet part or accessory item, please take photos BEFORE DOING ANY KIND OF ASSEMBLY OR INSTALLATION on that cabinet. If the warehouse claims department sees damage on a cabinet that you have assembled to any degree, they will decline the claim because they cannot determine when the damage occurred. Was it before assembly or during assembly? It's important you follow this process so we can issue replacements at no cost to you. If these instructions are not followed, or a claim is filed late we cannot guarantee no charge to you for replacements. Why is this so important? With ready to assemble cabinets (RTA Cabinets) they are pre-packaged and sold as a unit in one or more boxes. The warehouse will only open a box and split out parts when a damage claim has been properly received, otherwise you may end up having to purchase a whole new cabinet. Replacements are issued at warehouse discretion. For example: You have a scratch or dent on the side panel of a cabinet. The warehouse may issue a skin to cover that side versus a new side panel. This allows you to continue with your assembly without delay. When you receive the skin and apply it, the side will look like a flush furniture end and it's a great time saver. Another example is that if you have a scratch on a non-exposed side, back panel or the bottom of a cabinet those are not considered replaceable unless they affect the stability of the cabinet, as they will not be exposed when viewing the room. This process is what allows most RTA cabinets to be less expensive than a semi-custom cabinet because the manufacturer is replacing a part versus an entire cabinet.

If you're working with a contractor or you're a contractor working with a client, be sure to determine who will pick-up or receive the delivery. Determine who will pay if the cabinet or any parts are lost or damaged on site or during assembly or installation. Having this pre-determined will save time in case a damaged or lost item has to be re-ordered.

How Does Local Pick-Up & Delivery Work?:

Your order needs to be placed before noon CST on Mondays for pick-up on Friday after noon CST the same week. You'll pick-up from our Madison Wisconsin area location at 515 Rainbow Rd Suite 2, Spring Green, WI 53588. When you have placed your pick-up order we'll call you within 36 business hours to schedule your pick-up time window. Orders placed after the cut-off time of noon on Mondays will be available for pick-up the following week on Friday. Order Monday, Pick-Up Friday is for RTA & RTB (ready to assemble & ready to build cabinets only). If you want your cabinets assembled it will add up to 10 business days to your lead time based on the assembly schedule. Holidays and closures related to holidays or inclement weather are not considered business days. When ordering around the holidays please keep in mind that lead times will be longer due to holiday closures.

If you are adding local delivery please be sure your delivery address is within 150 miles of Madison, Wisconsin. We'll call you on Wednesday or Thursday that same week you placed your order to schedule a delivery time window. Your items will deliver on a straight truck or trailer and there will not be a pallet. The delivery crew will assist you in removing the cabinets from the truck but will not do it for you and they are not permitted inside your garage or house. Your items will be checked for external damage prior to delivery. If we have any cabinet package where the cardboard looks really torn or damaged, we'll open the cabinet and inspect it prior to your pick-up or delivery. If we determine a damaged part, we'll order the replacement right away and it will deliver to you via FedEx or UPS or our truck. Deliveries are typically done on Sunday-Wednesday the following week, so delivery will add to the lead time.

What If I need Delivery Outside Of The Local Area? Can I still Order?

Yes you can. However, shipping outside this area will only be available for RTA or RTB cabinets only. Pre-assembled cabinets will NOT be shipped on a freight truck. If you're more than 150 miles out of Madison, WI you'll be outside of our local delivery area and if you can't pick-up we can ship it to you as long as you're within the continental USA. Shipping will be on a semi on pallets which is LTL delivery. The semi will come with a lift gate that will lower your pallet(s) to the ground as curbside delivery and you'll need at least two people to bring your cabinets inside. Once your order ships, which will be in 3-15 business days, you'll receive tracking information for your shipment. Once the shipment arrives at the local carrier terminal closest to you, the carrier will call you to schedule a delivery appointment. You will be able to select freight shipping at checkout. Orders delivering outside of 150 miles of Madison, WI but checked out as a local delivery will be invoiced the additional fee and must be paid before the order will release. Please be sure to select the correct shipping option when you check out so this can be avoided. Failure to pay shipping fees in full will result in order cancellation and a 25% re-stocking fee deducted from your refund.