Lead times vary by finish and product type. Standard finishes Platinum (PLT), Cool White (W08), Charcoal (CHR), Gray (GRY), Silver (SIL), and White (WHT) typically ship in 1–2 weeks. Catalog specialty finishes typically require 8–10 weeks. Lead time is confirmed in the email we send back to you with shipping charges. Please read that email carefully before approving your order. The best way to ensure product arrives on time is to plan ahead. We will always do our best to accommodate your schedule.
Island sections, wall sections, and other configure-to-order items may have lead times that vary by specification. If your order is time-critical, please let your sales representative know and we will do our best to meet your schedule.
Payment is due at the time of order. We accept company checks, Visa, Mastercard, American Express, and Discover. If you would like to pay by ACH or wire transfer, please let your sales representative know and we will provide routing information.
Our quoting system does not calculate shipping costs automatically. When you submit a quote request or place an order, you will receive an email with the shipping charges for your approval. Please do not finalize payment until you have reviewed and approved the freight charges.
When placing your order, please specify the delivery type required:
You will be responsible for any delivery services not selected at time of order but performed at delivery.
If your order ships collect and the freight charges are not paid to your carrier, we reserve the right to charge the unpaid freight to the credit card used for the order or invoice you directly for any unpaid shipping charges.
Inspect your order for damage before signing the Bill of Lading. Visible damage or shortages must be noted on the delivery receipt at the time of delivery. Do not refuse the shipment or write Subject to Inspection this releases the carrier from liability and significantly delays replacement. Note received damaged and accept the delivery. Do not list specific part numbers or box counts on the delivery receipt, as only those listed items will be eligible for replacement. Damaged parts must be held for the carrier. No refunds will be given for items damaged in shipment.
If you receive your order in apparently good condition and later discover concealed damage, you must report it within 5 days of receipt. For concealed damage claims, we require photos showing undamaged outer packaging. Photos showing visible external damage will result in the freight claim being denied. Retain all packaging and damaged parts for the carrier.
Please count all packages received and note any missing freight on the Bill of Lading. Contact us immediately if anything is missing.
Do not refuse delivery for damaged items without prior approval from us. It is faster to resolve damage claims by signing the delivery receipt as received damaged. If you refuse delivery because your location is not ready, you changed your mind, or you no longer want the products, you will be charged a 35% restocking fee plus outbound and return freight. Additional charges from the freight carrier including storage and re-delivery fees will also be your responsibility.
Orders may be canceled at any time before your credit card is charged without fees. Cancellation of paid orders incurs a 10% cancellation fee. Orders that have entered production cannot be canceled. Custom finish orders and configure-to-order items cannot be canceled once confirmed.
No returns will be accepted without a Return Goods Authorization (RGA) and original packaging. Items shipped factory-direct are considered special order and are not returnable. All other approved returns are subject to a 35% restocking fee plus outbound and return freight where applicable.