Preparing For Your Delivery

Your design is approved, your cabinets have been built to order and packaged for shipment to your home or jobsite. Now it’s time to prepare for your delivery day. Here are the steps you should take to make the delivery of your cabinets go as smooth as possible.

When your order ships from our facility you will receive a confirmation email with the contact information of the delivery company and a tracking number for your order.

It is very important that you do not start demolition or schedule an installation until you have received and fully inspected your entire order. If necessary, a replacement order will take additional time to build, ship and deliver.

Important Note: You must report any missing items or shipping damage within twenty-four hours of your delivery. Failure to do so, may delay the approval and the processing of a replacement order.

Scheduling Your Delivery

When the local delivery agent receives your order, they will call within two business days to schedule the delivery of your cabinets. It important to receive your cabinets as soon as possible, to prevent damage and to allow you cabinets to acclimate to their environment, which can take several days based on the weather conditions.

Deliveries are scheduled with four hour windows Monday thru Friday, except for holidays, between 8AM and 5PM. Be sure to let the delivery company know if there are narrow or unpaved roads, utility lines, trees, alley access or any other obstacles that could prevent your delivery. If your order will need to be moved upstairs or in an elevator, please make separate arrangements, as the delivery company will not perform these services.

Set Up Your Account

Before your delivery arrives, you need to register your order. This will save you valuable time and enable you to report any shipping damage or missing items, which is critical in order for us to get a replacement order sent out to you promptly.

To register your order you need to begin by Creating Your Account Once your account has been created, log in and register your order by clicking on Register Order. You will need your Order Number and Delivery Zip Code in order to register your order.

Documenting Your Delivery

Before the delivery is scheduled to arrive, prepare a large area for you to receive and inspect your order, to ensure it is complete and to note any shipping damage.

When the delivery truck arrives, it is very important to document the entire delivery process with clear photographs taken on your cell phone or digital camera:

• Once the rear door is open, from behind the truck, take photos of the product inside the truck.
• Take photos of the individual pallets and accessory boxes, as they come off the truck
• If any shipping damage is noticed, take clear photos of the damage and the box label

During the delivery you will not have time to open and inspect every item. The packing slip will help you to identify each cabinet. Each line item will be clearly labeled and the label on the box will correspond to the packing slip line item. Once you have inspecting all the pallets and accessory boxes, the driver will have you sign the Proof of Delivery, confirming what you have received.

If there are any missing or damaged items, make note of them on the Proof of Delivery before signing as ‘Received Incomplete’ or ‘Received Damaged’. Make sure to take photos of the signed Proof of Delivery and your notes. This is very important, so we can file a shortage or damage claim with the delivery company.

Inspecting Your Delivery

After the driver leaves, carefully remove the shrink wrap and strapping so you can unpack and inspect each individual cabinet, molding and accessory item.

After inspecting each item, place them back in the original packaging. This will help protect them and enable you to identify each item later. Store the cabinets in a safe dry area until installation. When moving heavier cabinets, always use two people.

Once you have inspected your entire order and if there are missing or damaged items, put together a list using the box labels and the packing slip to clearly identify each item. For damaged items, take clear photos of the damage and the condition of the packaging.

Making a Claim

To report shipping damages, Log In and click on View Orders, and locate your order. ‘Select Report Freight Damage’ or ‘Report Warranty Claim’. Then, from the item list, click on the items you wish to report and select a reason from the drop-down menu.

Add pictures of the item, with damage clearly visible. Add pictures of the packaging. Add notes explaining, in detail, the damage to the item. After recording the details of individual items, add the photos you captured as the product was being delivered. The product inside the truck and as it came off the truck. In addition, add the photos you took of the Proof Of Delivery noted with “Received Incomplete” or “Received Damaged.”

In the general notes section, add any notable information we could use to ensure proper resolution. Providing clear photos and a detailed description of the damage will help us to arrange a replacement order as quickly as possible.

If you have any questions, please feel free to call our Customer Service team at the number provided on your order confirmation.