DAMAGES/MANUFACTURER DEFECTS
Should I refuse a damaged item on my delivery?
No, do not refuse any damaged items. Note the damages on the shipping paperwork the driver has, have them sign, and make sure you receive a copy. Then use our <a href="/claim">claim form</a> to contact us (within 5 days of delivery) so we can take care of the damaged item(s).
By when should I open the cabinets and other products to check for damages?
Cabinets, doors, accessory boxes, and other items should be opened within 5 days. Inspect for damages, defects, or missing items. If you find any issues, report them within 5 days using our <a href="/claim">claim form</a> or <a href="/contact">contact page</a>.
Should the cabinets be assembled if a part is missing?
No. If any cabinets are damaged, do not assemble them. Take photos for the claims department. If you assemble damaged cabinets, replacements may not be issued under manufacturer guidelines, because it can be unclear whether damage existed before assembly. Leave damaged cabinets as-is until customer service approves assembly.
If the damage is noticed, should I accept the order?
Do not refuse delivery. Note damages on the driver’s paperwork, have them sign, keep a copy, and within 5 days contact us using the <a href="/claim">claim form</a> to report the damaged item(s).
What if the glass doors or glass shelves of the cabinets are broken?
Take clear photos so the manufacturer can document the issue. If glass breaks in transit, replacement may ship by freight, which can carry a small risk of repeat transit damage.
What if the pre-assembled cabinets are damaged?
The manufacturer may choose the most cost-effective repair or replacement. You may receive a full replacement or only the affected part (for example, a new door instead of an entire cabinet), depending on the manufacturer.
In case of damaged items, what should I do?
Do not discard damaged items. The manufacturer may need the damaged parts or full cabinets returned before issuing replacements. If parts are not returned, you may be charged. If returns are not made within 30 days, you may be responsible for the damaged parts. Confirm the correct return warehouse address—returns sent to the wrong location may not be processed.
At the time of delivery, what should I do if the product is damaged?
Inspect the shipment. If anything is damaged or missing, note it on the driver’s documents, ensure they sign, and keep a copy. Report to us via the <a href="/claim">claim form</a> within 5 days of delivery.
Will the cost of labor or any additional cost be reimbursed by the company?
We replace required parts as applicable. Labor or other incidental costs you incur to repair or replace damaged cabinets or parts are not reimbursed.
In case of the damaged cabinet, will I be issued a new cabinet?
After the claims department reviews your report, replacement parts or units are shipped. A full new cabinet is not always issued—the manufacturer may choose the most cost-effective resolution. For example, a broken door may receive a door only. For pre-assembled cabinets, you may need to disassemble, return the damaged part, and receive a replacement part.
RETURNS/CANCELLATIONS
What are the items that do not come under return policies?
We have flexible return policies, but some items are excluded:
<ul class="list"><li>Pre-assembled cabinets (for example, cabinets with glass)</li><li>Decorative hardware (knobs/pulls)</li><li>Ready-to-assemble cabinets that have been assembled or only need minor assembly from you</li><li>Glass and glass products</li><li>Panels, moldings, and fillers (some finishes may be accepted—email <a href="mailto:info@whitecabinet.com">info@whitecabinet.com</a> to confirm)</li></ul>
I don’t like my product, especially the finish. Can I send it back?
We highly suggest ordering sample doors before purchasing. If you are not satisfied, you may return the order if original packing is intact and the item is not excluded under our return policy. A 25% restocking fee may apply; you pay return shipping. Original outbound shipping is not refunded. Pack the order on a pallet and wrap in plastic—we can help arrange discounted freight. If the return shows damage, refunds may be delayed pending inspection; file a freight claim when applicable.
I sent wrong measurements—can I ship my cabinet back?
Yes, if original packing is undisturbed and the item is not excluded. Contact customer service for the correct return address. A 25% restocking fee may apply; you pay return shipping. Original shipping is not refunded. Palletize and plastic-wrap the order; we can assist with discounted freight. Damage on return may delay the refund pending inspection—file a freight claim if needed.
I received the wrong product—what do I do?
If you received the wrong product or something you did not order, contact us within 5 days at <a href="mailto:info@whitecabinet.com">info@whitecabinet.com</a>. We will ship the correct items or arrange a return. Photos or documentation may be required. A return shipping bill will be provided when applicable.
Are there any extra charges applicable?
A 25% restocking fee may apply to returned items.
My order is damaged—can I ship it back?
We prefer to send replacement parts or cabinets so you do not have to return the order. See the damages section for details. If you still choose to return, standard return policies apply and we will need your paperwork.
I need to return the product. What do I do?
If original packing is intact and the item is not excluded, you may return it. Wrong-item cases: reach us within 5 days at <a href="mailto:info@whitecabinet.com">info@whitecabinet.com</a> with proof if needed. A 25% restocking fee may apply; you pay return shipping; original shipping is not refunded. Palletize and plastic-wrap; we can help with discounted freight. Damaged returns may delay refunds pending inspection—consider a freight claim.
I want to cancel an order that has already shipped (I have not received it yet). What do I do?
Contact the freight carrier using the details from your email. You may be responsible for carrier fees. A 25% restocking fee may apply. After the order is returned, shipping and restocking fees are handled per policy.
I just placed my order—can I cancel immediately?
You have 24 hours after placing the order to cancel without fees—call customer care or email <a href="mailto:info@whitecabinet.com">info@whitecabinet.com</a>. After 24 hours, cancellation may involve freight charges and the process described for orders already in transit.
Which shipping method do I use to return an item?
Small items or accessories may ship via ground. Large or heavy products should use freight. Palletize and plastic-wrap. We can assist with discounted freight. Damaged returns may delay refunds pending inspection—file a freight claim if applicable.
Where do I return door samples and get my refund?
We do not accept returns on sample doors. If you place an order over $2,500, you may receive credit for up to three sample doors. Email <a href="mailto:info@whitecabinet.com">info@whitecabinet.com</a> for details.
GENERAL ORDER QUESTIONS
Should I be present at home to accept the product?
Freight deliveries require someone available to accept; otherwise a re-delivery fee may apply. You will receive shipment confirmation and an approximate delivery date, and the carrier will schedule delivery once freight reaches the local terminal. Ground shipments may be left without someone present.
How do I make the payment?
We accept MasterCard, American Express, Discover, PayPal, and Visa.
I found a sale discount after I placed my order. Will I be eligible for the new discount?
Some promotions are limited to specific dates under manufacturer policies. We cannot always apply new discounts retroactively. Orders cancelled to chase a discount may still be subject to fees per policy.
My order is shipping outside the USA—what do I need to know?
For international orders, you are responsible for customs duties and fees, calculated by the carrier and customs. Contact your local customs office for details. If you use a customs broker, provide their name, address, company, and phone before shipping—contact us for more information.
I entered the wrong address. How do I modify it?
Contact customer care immediately. If the shipment has already moved, the carrier may charge an address-change fee. We will check with the carrier; any fee they assess may be passed through to you.
I want to cancel or modify my order. What do I do?
Changes within 24 hours of placing the order can often be made without fees. After 24 hours, fees may apply if the order has shipped, but we will still try to help.
Does my order qualify for free shipping?
Orders over $2,500 qualify for free shipping when they are ready-to-assemble or pre-assembled. Free shipping applies to the 48 contiguous United States only. If such orders are cancelled, return shipping may be deducted from your refund.
POST PLACING ORDER
I found a sale discount after I placed my order. Will I be eligible for the new discount?
Some promotions are limited to specific dates under manufacturer policies. We cannot always apply new discounts retroactively. Orders cancelled to chase a discount may still be subject to fees per policy.
How long will my order take to get to me?
Depending on the warehouse and carrier, transit is typically about 1–6 business days to your local terminal. The carrier will call to schedule delivery after it arrives.
What if something on my order is out of stock?
We will notify you if items are out of stock. Options include:
<ul class="list"><li>Ship in-stock items now and back-ordered items later (extra shipping may apply)</li><li>Wait and receive everything when it reaches the local terminal</li><li>Cancel the out-of-stock items</li><li>Substitute another product (you pay any price difference, or we refund if the substitute costs less)</li></ul>
When will my credit card be charged?
Your card is authorized before the order processes and is charged when the order is placed.
When will my order ship?
Most orders that require less assembly from you ship in about 3–15 business days. Pre-assembled orders often ship in about 1–8 weeks.
Will I receive my entire order in one shipment?
Cabinets may ship from different U.S. warehouses, so multiple products may arrive separately. You should receive confirmation for each portion of your order.
WHAT TO EXPECT?
Do you have a delivery video?
Yes—see our <a href="/assembly-videos">assembly videos</a> for delivery-related guidance.
How do I accept and inspect the delivered product?
Review our <a href="/assembly-videos">assembly videos</a> for a quick overview of accepting your delivery.
How do I know the means of shipment for my orders?
Larger products ship by freight (you will receive carrier details). Smaller products usually ship UPS Ground or FedEx.
What else should I do?
Count pieces when your order arrives and report shortages promptly. Some pieces may be packed together. If you open with the driver present, ask about missing items immediately. If something is missing, note it on the Bill of Lading (BOL), get the driver’s signature, and send us a copy. If you refuse to note shortages on the BOL, you may be responsible. Check boxes for visible damage; you do not have to open them at delivery. If the driver cannot wait and you see damage, call the carrier using the number on the BOL. The carrier is generally liable for transit damage—document it on the BOL at delivery.
Explain delivery terms—curbside and end-of-truck.
<strong>Curbside</strong> means delivery at the curb or driveway, at the driver’s discretion for safety and access. <strong>End of truck</strong> means the driver moves the pallet to the rear of the trailer; unloading from there is your responsibility.
Define lift gate.
A lift gate is a powered platform on the back of the truck that lowers the pallet toward curb level. You are still responsible for unloading. Lift gate service may not be available for every shipment due to size; when used, the fee is included in your delivery charges.
Will I be able to accept my delivery by myself?
Many cabinets are heavy and large—we recommend one or two people to help. Drivers typically cannot help unload due to policy.