FAQ's, Return & Shipping Policies / FAQ's, Return & Shipping Policies (2024)

Orders

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 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 while the order is in transit, most freight companies will charge a rerouting 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. If we are not notified of the error prior to shipment or delivery, we will not be able to issue a refund or reship your items free of charge.

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 [emailprotected] to find out if your order falls into this category.

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 and restocking fees will be deducted from your refund.

How can I pay for my order?

We accept MasterCard, Visa, Discover, American Express, PayPal, Bank Checks, Money Orders, and financing through our partners (Klarna, Bread Pay, Sezzle).

How can I tell what the sale price is?

When viewing your shopping cart you will see a price in a grey color with a slash across it. A bright green price will show below that which is the sale price. We also show the discount amount you are receiving in both dollars and percentage in your cart summary at the bottom of the shopping cart page.

Do you charge sales tax?

Sales tax will be charged in all states except if the order is being delivered to one of the following states that do not charge sales tax:

Alaska
Delaware
Montana
New Hampshire
Oregon

Can I order cabinets in a custom color?

Yes! We have a custom color program where you can select from a variety of door styles and then apply any professional paint color to it (Sherwin Williams, Benjamin Moore, Behr, etc...). Please note that there will be a $300 color setup fee associated with all custom color orders in order to set up the new color for the selected cabinetry. The fee is good for a 6 month time frame so any subsequent purchases made within 6 months of the first custom color item(s) will not incur the fee. However, if additional items are added more than 6 months after the first custom color item was ordered (including door samples), another $300 fee would need to be paid. Custom color door samples are not able to be returned for a refund. Please contact our talented design team to learn more about custom color cabinets!

What is “Basic Kitchen Price?”

Basic kitchen pricing is based on a total of 20 feet of wall space. This type of pricing is a common method used by kitchen cabinet retailers to help customers gauge which cabinets cost less and which cost more. Below there are 10 cabinets and 4 accessories which we have used in the sample kitchen seen in the image below. These cabinets are the least expensive options for each finish as this is to be used as a starting point for you to gauge which finishes are less expensive and which are a bit more. We have priced out all of our finishes and listed the basic kitchen price below them so you are able to easily figure out which finish is more or less expensive than the other finishes. Shipping costs are not included in the basic kitchen pricing.

BBC42 - 42" Blind Base Cabinet
SB36 - 36" Sink Base Cabinet
B09 - 09" Base Cabinet
B30 - 30" Base Cabinet
W0930 - 09"W x 30"H Wall Cabinet
W1530 - 15"W x 30"H Wall Cabinet
W3030 (x2) - 30"W x 30"H Wall Cabinet
W3012 - 30"W x 12"H Wall Cabinet
W3612 - 36"W x 12" H Wall Cabinet
BF3 - 3" Base Filler
WF3 (x2) - 3"W x 30"H Wall Filler
DWP - Dishwasher Panel With 3" Return

I am looking to purchase doors only. Can I do that?

We do not sell doors to replace the current doors on your cabinets. 75% of the cost of a cabinet is in the door and drawer fronts. It may be cost effective to replace the whole cabinet. The skus we stock are boxed as a complete unit.

What is your next or current Sale discounts?

We run sales quite frequently, typically at least once if not twice a month. Doing so allows each customer a fair chance for a great discount! To find out more about an upcoming sale, please keep an eye on our sale page HERE, or sign up for emails to remain updated!

Reward Points

Reward points are given after each purchase! Rewards points earned can be redeemed for coupon codes that can be used on future orders. Points can be redeemed at the bottom of your dashboard once you are signed into your account.

Do you offer Refacing?

We do not provide this service. Refacing can be expensive, it may be within your budget to replace your whole cabinets!

Why can't some cabinets be shipped UPS/FedEx?

Due to the size, weight, and fragile nature of some of the cabinets, we discourage sending them UPS or Fedex. We have identified the items that they tend to damage more frequently than others, and try not to ship those items unless they are on a pallet.

A cabinet I need is out of stock. Can I still order it now and have it shipped when it comes in?

Yes, you can but out of stock dates are subject to change and can be pushed out due to manufacturing and shipping delays with our distribution partners.

How long has the company been in business?

Since 1969 our family has been in the furniture business, selling quality products to the public of New York. Our headquarters is in Hopewell Junction, NY where four generations of Ackermans have established a tradition of selling specialty furniture to the community. In 2008, we added kitchens to our showrooms and customers loved getting premium quality RTA cabinetry at our factory direct prices. Now through our online store, we've helped over 150,000 families around the country get a great kitchen at a great price.

We are a family run business and believe in value, trust, and sincere customer service. Getting to know each customer and helping them get the kitchen of their dreams is a point of pride for us.

Do you offer any unfinished cabinetry?

Unfortunately, we do not offer any unfinished cabinetry and we also do not recommend that you paint over the finish that the cabinet will come with, as they are not made to adhere to any additional paint and will void any warranty that the cabinet will come with.

If we do not have a specific color you are looking for, we would suggest looking into our custom color option, which can be found on the following website link, https://www.thertastore.com/customcolor!

A cabinet I need is out of stock. How long will it take for you to get it in?

The date displayed on our website is the most up-to-date information we have for out of stock items. Our system is updated daily with updated information. If you place an order that contains an out of stock item, you will receive email notifications with updates in regards to the items.

Why are the discounts on my chosen cabinet less than what was advertised?

Our advertising says finishes are available up to a certain percentage off. As our discounts are set by our manufacturers for each sale, not every single cabinet line is 30% or 50% off. If you would like to sort cabinets by discount, please see this page as it is very helpful

Will I have to pay the state tax rate if I am using a Freight Forwarding Company?

No, If you provide us with the complete final destination address we will be able to waive the tax on your order.

Quick Ship Collection Orders

Quick Ship collectionswill ship out within 3-7 business days so if you're in a hurry, check out the collections with this notation to get your cabinets on their way to you sooner!

Please note the actual transit time will not be expedited, that will depend on the carrier and location it's being shipped to.

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.

After Placing Your Order

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.

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.

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…)

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

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 canceled 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.

Product Knowledge

Do I need end panels?

End panels are not needed for most of our cabinet lines, but if you want to bring the sides flush with the face frame and create a custom look, you will need to use end panels. Side Panels Finished is also mentioned under the Specs tab for each cabinet line.

The following finishes do require end panels for exposed sides:

Showroom

Where is the Showroom?

We have a small office showroom located in Hopewell Junction, New York. The office includes 15" base cabinets in most of the cabinet lines that we offer and the door sample department. Therefore, coming into the office would be to obtain a better idea of the style and color prior to purchasing online. Click the link to set up an appointment! Book Here! If you are not local to our showroom, let's schedule a virtual visit using the same link.

Showroom/Virtual Tour

We have a small office showroom located in Hopewell Junction, New York. Book Here! If you are not in the local area, you may benefit from scheduling a virtual tour! We can meet you on Zoom, Facetime or Google Meet!

I wanted to see the finishes in person, do you have a local showroom?

We have a small office showroom in Hopewell Junction, New York.

The office includes 15" base cabinets in most of the cabinet lines that we offer and the door sample department.

Therefore, coming into the office would be to obtain a better idea of the style and color prior to purchasing online. We accept office appointments from 9:15 am to 4:30 pm, Monday through Friday.

If you are not in the local area we can also schedule virtual tours! If you are interested, feel free to reach out to us and we can get one scheduled!

Design

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).

If I purchase countertops, does that include installation services?

Yes! The process typically follows as detailed below.

The order is placed and remains on hold until the cabinet portion of your order ships out from our warehouse. Alternatively, if you already have cabinets in your home, we wait until you confirm they are ready for a counter template.

In the first scenario, once the cabinets you purchased leave our warehouse the countertop fabricator will reach out to you within 2 business days (not counting weekends).

In the second scenario, once the countertop is confirmed by you, then placed, we reach out to the fabricator and they in turn will reach out within 2 business days (not counting weekends).

Please note: the template of the countertops can't be scheduled until the cabinets are 100% installed.

When the fabricator contacts your residence and the template is made, you will be able to pick out your slab and view it in person. You also have the option to sign a waiver for the fabricator to pick out the slab for you. Once the template of the countertops is complete, it is estimated to take 14 days from the template process to the complete installation.

In the design software, will it account for trim around the window?

It will not. Your measurement would need to include the trim; excluding the trim could cause the measurements in the program to calculate the dimensions incorrectly.

Can a 36" corner sink base be exchanged out as a regular base cabinet?

Yes. It just will just not come with a drawer or shelves.

Can you center a sink on a vanity with doors on one side and drawers on the other?

Yes, the top drawer is a false drawer so it should work fine for a standard-size sink.

Claims

I ordered glass doors, but I got wood doors with my cabinet.

Please be aware, the wooden doors will still come in the box with the cabinet and the add-on upgrade for the glass doors will ship in their own separate box for the following finishes:

Alpine White Shaker
Aspen White Shaker
Brazilian Shaker
Casselton Ivory
Charlotte Dark Grey
Charlotte Grey
Dakota White
Dove Grey Shaker
Heather Grey Shaker
Lexington Cinnamon Glaze
Nutmeg Twist
Phoenix Caramel Glaze
Phoenix Cream Glaze
Signature Vanilla Glaze
Natural Grey Shaker
Providence Cream Glaze
Providence Natural Grey
Providence Slate Grey
Providence White
Regency Espresso
Regency Pomegranate Glaze
Regency Spiced Glaze
Regency White
Sky Blue Shaker
Southport Blue Shaker
Southport Espresso Shaker
Southport White Shaker

I'm missing the locking clips for my B09 cabinet. What should I do?

The 9'' base cabinets actually don't use locking clips as the drawer box is too narrow to accommodate them.

The 9" base cabinet drawer glides work on a pin system. If you're looking at the extended front end of the glide, you will see a pin. This pin catches on the underside of the drawer box to hold it in place when installed.

There are holes on either side of the pin and a screw can be added for extra security if you would like.

Please be aware, this is optional and many people choose not to utilize this option, preferring to leave the drawer unattached to the glides so they can easily remove the drawer box if necessary. There are typically extra screws in the hardware bag of the cabinets which can be used for this if you choose to attach it to the glide.

Shipping

Do I need to be home to accept my delivery?

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.

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!

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.

What do I need to do when receiving a freight delivery besides unloading the cabinets/accessories?

Take a photo of the pallet(s) coming off the back of the truck. Please do this even if the shipment appears to be intact as this can be helpful if an issue arises down the line.
It is extremely important that youdo a piece countand 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 tolocate an item,document this on proof of delivery the driver will have you sign.Missing items must be noted on the driver's copy of the proof of delivery.If shortages are not noted on theproof of delivery, we will not be able to reship these items for no charge. Please also note if the shrink wrap is broken or not intact upon delivery.
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 theproof of deliveryand the driver is giving you a hard time (this is not very common).The number to the trucking company will be on theshipping paperwork. If it is during business hours, you can also call us directly to assist. 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 driver's copy of the signed delivery receipt.
If you have any questions about this process, do not hesitate to contact us!

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?

Clickherefor a quick overview on how to accept your delivery

For orders arriving with FedEx/UPS Ground

Please inspect the boxes within 48 hours of delivery and contact us with reports of any damage or missing pieces. After 48 hours our manufacturers will not accept any damage or missing pieces claims and you will be responsible for re-ordering.

Alaska/Canada Shipping

Shipping outside of the 48 contiguous states is possible. Please contact us at [emailprotected] for a custom quote. We do recommend looking into a freight forwarder. Doing so will allow us to ship to a forwarding service at the furthest point of the U.S border. Order totals over $2500 will qualify for free shipping to the forwarder location.

Are we able to delay the delivery?

If the order has shipped storage fees may apply. You can email [emailprotected] to look into this. If the order has not shipped email [emailprotected] or call 877-992-2246 for the next steps.

How much time is allowed for inspecting cabinets for shipping damage?

After receiving your shipment, you will have five (5) days to go through your order checking for any concealed damage. The carrier must be notified within five (5) days of delivery of any concealed damage for the claim to be considered. More information can be found on this webpage: https://www.thertastore.com/claim-and-damage-terms

How are the cabinets packaged and delivered? Is there a lift gate?

RTA cabinets come flat-packed on pallets. Pre-assembled cabinets come fully assembled and boxed on pallets. Certain orders will not be able to use a lift gate due to the size, weight, or length of the pallets used for delivery. If your order is able to utilize a lift gate, it will be automatically included in your delivery free of charge!

How big will the truck be for my delivery?

Deliveries will be on 53 foot trailers. Please contact us about your delivery IF: You live in a Gated Community, on a private drive, narrow road or cul-de-sac. Then, we can arrange in advance for a smaller truck to make your delivery. If smaller trucks are not available, you may be required to meet the driver if a large truck is not able to get to your exact location.

How long does it take for an order to ship?

Our lead times are listed under each available finish, and are listed as "shipping time". However, please be aware that this will not include the transit/shipping time, as that depends on the delivery address. To get more detailed information please feel free to reach out to us and we will provide you with further updates.

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 to take care of the damaged item(s). Please make sure to contact us within 5 days. The cabinet manufacturer reserves 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 are Quick Ship collections?

Quick Ship collections will ship out within 3-7 business days so if you're in a hurry, check out the collections with this notation to get your cabinets on their way to you sooner!

Please note the actual transit time will not be expedited, that will depend on the carrier and location it's being shipped to.

Returns / Cancellations

Are there any items that cannot be returned?

The following is a list of items that cannot be returned (this is not a complete list of items that are not returnable, the policies can vary for each collection. For a complete list of what items are not returnable for a particular finish, please contact us at customerservice@thertastore.com):

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, various accessories including but not limited to corbels/brackets, feet, posts/legs, onlays/valances (please note that these items can be returned in certain finishes, to find out about your finish please email us at:customerservice@thertastore.com)
Aerosol/touchup spray cans
Items that have been opened and/or are no longer in their original packaging
Flooring (please note that these items can be returned in certain finishes, to find out about your finish please email us at: [emailprotected])
Backsplash and/or Tile Samples
Closet products

What if I need to return something?

As long as the item you wish to return is in theoriginal, unopened packagingand 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 shipping method do I use to return an item back to the warehouse?

Smaller items like an accessory or small cabinets can be returned via ground shipping (FedEx, UPS, USPS). If it is a larger, heavier item then it would need to be returned using a common freight company. It is advised that larger items are packed on a pallet (you can usually find free pallets at local hardware and various retail stores) and plastic-wrapped to keep the items on the pallet.

Please note, there is a 25% restocking fee for all returned items. You would be responsible for the return shipping. If you would like assistance with return shipping, please contact our customer service department. We are available on the phone Monday - Friday, 9 am EST to 5 pm EST at this number: 1-877-992-2246. We sometimes can obtain a return carrier for you; then the amount you would pay for the return shipping would just be deducted from your total 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 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 theoriginal, unopened 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.

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), not including any expedited shipping charges you added to your order. 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 andbe sure to include your name and order number to ensure a prompt refund:

2345 Route 52

Suite 1A

Hopewell Junction, NY 12533

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.

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 daysat 877-99-CABINETS (877-992-2246) or [emailprotected], 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.

I mis-measured, can I return a cabinet?

Yes. However, if you receive your 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, unopened packaging and is not one of the non-returnable items. Regarding non-returnable items, please see our website page, here.

Please contact customer service within 15 calendar days of your delivery date. We will help you get authorization to return them and then let you know where to ship back the items.

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.

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.

When the item(s) are returned, if we find there are damages that occurred in transit your refund may take a bit longer to be received until a proper inspection by the trucking company can occur. There is a possibility that you may need to file a freight claim if you handled the return shipping yourself.

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 canceled 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.

The order (or part of the order) was damaged when I received it. Can I return it?

Damages / Manufacturer Defects

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

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). Please also take a photo documenting the way the shipment was received. 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 prior to assembly (unless the item shipped pre-assembled) using this form. You will have 5 days to open all cabinet/accessory boxes and inspect for any damages or defects. If there is an item missing or the shrink wrap is not intact on the shipment, be sure to note this on the driver's paperwork.

If there are freight damages, please hold on to the damaged items until the freight company concludes the claim process. This will not delay the processing and shipment of your replacement parts, however in order for us to file a claim with the freight company for any damages that occurred in transit, they retain the right to inspect the damaged items at their request. Damaged items should be kept until we notify you that they can be disposed of, for some carriers, this can be up to 120 days from the day the claim is made. Please do not dispose of any damages before giving permission to do so, if a carrier requests to see damages and they're no longer available, you may be responsible for paying for the replacement parts that were shipped out.

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 to take care of the damaged item(s). Please make sure to contact us within 5 days. The cabinet manufacturer reserves 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.

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

If replacement 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.

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. If there are freight damages, please hold on to the damaged items until the freight company concludes the claim process. This will not delay the processing and shipment of your replacement parts, however in order for us to file a claim with the freight company for any damages incurred in transit, they retain the right to inspect the damaged items at their request. Damaged items should be kept until we notify you that they can be disposed of, for some carriers, this can be up to 120 days from the day the claim is made. Please do not dispose of any damages before giving permission to do so, if a carrier requests to see damages and they're no longer available, you may be responsible for paying for the replacement parts that were shipped out.

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.

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

You will have 5 days to open all cabinet/accessory boxes and inspect for any damages, defects, or missing items (this is for freight deliveries, not orders delivered by UPS or FedEx Ground, please see For orders arriving with FedEx/UPS Ground for more info on Ground deliveries). After your order ships, you will receive a shipment confirmation email that will detail how to inspect your order, please look out for this email. You will also receive a phone call with this information. If anything is missing, damaged, and/or defective, please notify TheRTAStore.com within 5 days. Please contact us using this form.

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.

What if I ordered cabinets with glass and the glass arrived 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.

Payment

What payment methods do you accept?

We accept all of the payment types listed below.

Visa
Mastercard
American Express
Discover Card
PayPal
Amazon Wallet (Pay)
Apple Pay
Certified Bank Check or Money Order
BREAD Financing (through BREAD Financial)
Klarna Financing
Sezzle Financing

If you choose to pay by Certified Bank Check or Money Order your payment must be sent by USPS Priority Mail, FedEx, or UPS. It must have a tracking number (no exceptions).

Please mail it to the following address:

The RTA Store.com Inc

2345 Rt. 52 Suite 1A

Hopewell Junction, NY 12533

If you would like assistance with your payment or need help choosing the right payment type for your order with us, please contact our customer service department. We are available on the phone, Monday - Thursday 8 am-8 pm EST, Friday and Saturday 9 am EST to 5 pm EST. Our contact number is 1-877-992-2246.

Can I use layaway?

We do not offer any layaway plans. Your invoice must be paid in full before we can ship your order.

We do offer financing through a company called BREAD. They offer to finance your project! Typical loan lengths are 6, 12, and 24 months. If you are interested in using BREAD to pay for your order, we recommend that you navigate to the page below:

GET BREAD!

Please note: financing decisions by BREAD are based on your personal credit score and credit history. TheRTAStore.com is not responsible, nor can we negotiate the terms of the APR on your loan. In some cases, BREAD does offer 0% APR loans, but that is on a case-by-case basis. For more information regarding your approval rates please call BREAD at 1-844-992-7323.

Can I make split payments?

Yes, we can take up to 3 credit cards to cover your total balance due. You can call in your card information at 1-877-992-2246

PLEASE NOTE: In order to do this you must have a placed order and order number. You will also be asked to verify your billing information as the order would not have gone through our fraud protection on our website.

For more security, you can also email [emailprotected] with your order number to request invoices via PayPal. This will allow you to enter the card information right from your computer or use your PayPal account!

What Is Bolt?

Bolt is our checkout partner that helps us offer a faster, more secure shopping experience. Once you create a Bolt account, you’ll unlock access to One-Click Checkout and easier login.

How do I create an account with Bolt?

While adding your shipping and billing info, you’ll see a checked box that indicates your information’s been saved. Bolt will send a verification code to your phone or email to verify your info.

The next time you check out, you won’t need a password or to fill out any fields, allowing you to finish the purchase in seconds.

I already have an online account. What's changing with Bolt?

With Bolt, we’re pleased to offer:

Fast & secure One-Click Checkout
A simpler login experience through text verification. No more pesky passwords needed.
Encrypted account protection so you can shop with peace of mind
One account used across the Bolt Network, so you can shop seamlessly across hundreds of brands

How can I checkout using my Bolt Account?

When you’re ready to check out, all you’ll need to do is enter the verification code sent to your phone or email. This code allows us to offer a secure, One-Click Checkout experience and replaces your account password.

Can I still checkout as a guest?

Yes! Guest checkout is always available. You do not need an account to checkout, simply click “continue as guest” during checkout.

How is my data kept secure?

Shoppers’ trust and safety are important to us. By creating an account, Bolt ensures that shoppers’ personal details are secure. Learn more about how Bolt provides shopping with peace of mind.

Where do I learn more about Bolt?

Head to Bolt at bolt.com/shopper