Terms and Policies1

Ordering Policies

• By making an account on our website, you will be responsible to maintain the confidentiality of your account and password. Also, you will be responsible for making any exchange under your account. Only 18 years of age can place an order. You agree that all information you give us will be true. The store has a right to cancel orders, shut down accounts, remove or edit content, or, deny giving services.
• It is our customer’s responsibility to make sure all the orders are accurate.
• It is the responsibility of a customer to give correct shipping information. Customers will bear any additional costs or fees related to any mistakes in shipping information.
• To proceed with the order, all orders must be paid in full.
• Customers will give a 20% restocking fee if they cancel the order

General Shipping Policies

• Store uses parcel delivery services and third-party freight carriers. Only in the transit stage carriers will assume the responsibility for an order.
• Usually orders take 5-15 business days to reach but sometimes they can be shipped sooner.
• Transit time does not include processing time.
• Store doesn’t take any responsibility for unforeseen circumstances beyond its control or guarantee delivery dates, so kindly allow for any delays in transit time or other delays caused by supply chain disruption.
• Generated shipping quote is not guaranteed and the store has a right to alter shipping estimates caused by changes in rates or fuel costs.

Tractor Trailer Accessibility

• Straight truck will deliver to your location if the address is not reachable by 53’ tractor trailer. If this is the case, then a lift-gate will be required to off-load your order from the truck, depending on the weight of the products.
• To lift and lower the items from ground level to the level of a tractor, usually lift-gate is used. Tractor trailer which is precisely 56 inches above the ground is used by freight companies to deliver items. With the help of the lift-fork or loading dock these trailers load and unload items.
• As compare to 53’ tractor trailer, straight truck delivery is a small truck delivery. For the customers who live on dirt road, Dead End Street or any location where a tractor trailer can’t reach, than straight truck will be sent instead.
• Some trucking terminals do not have straight truck available. We do not have information that on which destination terminal your order will arrive, so we do not know which terminals have straight tractors and which terminals do not. If a straight truck isn’t available address then you would have to go to the destination terminal or you will have to meet the driver where they can unload their large truck.

Receiving Policies

• Third-party carrier will contact the customer to schedule delivery once a shipment arrives at the final-destination terminal. A storage fee will be charged if the customer fails to establish a delivery appointment.
  It is the customer’s responsibility to pay all the storage fees.
• 18 years of age or older can only accept the delivery.
• Residential delivery is defined as CURBSIDE DELIVERY.
• Deliveries will not be brought to the customer’s house unless the delivery is already stipulated. Transporting items from the street into the property will be the customer’s responsibility.
• Customers might have to help the freight carrier’s driver to unload the order in a few instances.
• Broken or missing items can be checked by a customer while the freight carrier’s driver is still there.
• A list should be made of damaged or missing items on the bill/receipt while the freight carrier’s driver is still there.
• Signatures of the customer and the driver should be present on the paperwork. Customers can ask the driver to stay so they can check which items are broken or missing.
• After writing down the damages on paper, the customer should accept the order even with the visible shipping damages. Doing this helps the store to process and enable them to replace the damaged items faster.
• Customers have to pay the bill of a number of items in an order, it can be different because we pack some items together in a carton. Prior to signing the paper, the customer must verify all items in the order.
• A customer should always note down missing items on the delivery paperwork, as the store is not responsible for missing items otherwise.
• Visual confirmation of defective/missing products should be done while the freight carrier’s driver is present, else all claims shall be declined.
• Reporting time for defected products is 48hours upon receiving. The Store can deny claims on damaged products if a customer fails to report it within 48hours.

Return Policies

• We urge customers to contact our Customer Service to begin returning process.
• Customers can log into their account on the store website to apply for a return authorization letter and follow the given steps to return their order. In case customer signed in as a guest, they must access their order to begin the process.
• Customer has a 30days grace period upon receiving receipt of order to initiate returning process. Requests received from customers after 30days time period will be issued with store credit.
• Store will only accept those items which are properly packed in their original boxes as a return.
• The store has a right to reject any returned items after the inspection.
• It’s the customer’s responsibility to pay all the costs for return shipping.
• 20% restocking fee will be charged on return items.
• Within 30 days of receiving the return receipt and examining items the store will issue refunds.
• 50% restocking fee will be charged if the customer returns Accessory items back to our store.

Claims Policies

• After following the process of returning, visit the store’s website and go to the file claim link to provide the necessary documentation of the broken or missing items.
• Customer must inform the store about concealed damage within the 48hour window.
• Now a customer can take a picture and tag it directly to the order by downloading our mobile app.
• To properly file a claim a customer needs to give the following information:
  • Photographs of broken items
  • Order number
  • Full photos of the damaged panel and the damage itself should be properly noticeable.
  • .jpeg file format should be used for the photos.
  • Copy of signed delivery paperwork with written damages.
  • Explanation of damages with the list of damaged items.
• Replacement parts will take 7 to 10 business days to reach.
• Store will not send replacement parts for already assembled or installed cabinets with the exception of doors. Reported damages after assembly or installation will be denied. If a customer altered the product in any way e.g. used glue, pins, stapled the product or tried detaching the broken piece, the store will not replace the entire cabinet.
• In the case of damage caused by tampering, unreasonable use, dirt, water, or units that have been modified/used for commercial purposes, or serviced by unauthorized service agencies the warranty will not cover or bare any value of the goods.

Disclaimers

Website Imagery Disclaimer: We highly recommend ordering the sample first to check the quality of the products. If a customer likes the product because they saw it on our website but after buying customer doesn’t like the color, finish or style then the store will be not responsible.

Natural Wood Disclaimer: The characteristics of wood are that they have different colors, finishes, and growth patterns. If exposed to light or any other environmental factor, even the finished wood will change its color. These changes are not defects and this is why it’s not covered in our warranty or claims process.

Finishes/Glazes/Distressing Disclaimer: It’s not a defect in our workmanship or material if the finishes and glazes applied are different from one another.
We match our paint and stain with Sherwin Williams. We constantly go for touchups. The store will not take responsibility for touchups or unfinished wood. Factors including grain, porousness and wood species are the reason no product is completely alike.

Changes to Finishes or Product Design Disclaimer: Our store will keep on changing and improving products due to supplier availability. If a product is obsolete or discontinued but if the customer still claims a warranty, then the store will address the problem in the following ways:

• If the same style is available then the store will replace it with the new component.
• Store will match the design, color and appearance with the similar component.