Shipping and Receiving

Yes, it is strongly suggested. Once your order is prepared for shipment and a freight company is chosen, you will receive an email with tracking information and freight company contact information. You will be instructed to call the freight company to schedule a delivery to make sure it is done on a date and time that someone will be available to accept the delivery. This is strongly urged, as the freight companies will not always call you to schedule.

Every freight company that we use will charge a fee for a rescheduled appointment. This fee is a mandatory $150, and your order will not be delivered until this is paid. If you need to reschedule an appointment for any reason, please reach out to us immediately. This fee cannot be waived for any reason.

If you need to change your shipping address, notify us immediately. If your order has already shipped and is in transit to you, this may delay your delivery and the freight carrier will determine the amount of this fee. Depending on the carrier, this fee ranges from $100-$150 and must be paid before the driver will deliver. This fee cannot be waived for any reason.

Only in cases of a freight carrier delivery (not including FedEx or UPS deliveries), if someone is not there to accept the delivery when the driver arrives within the chosen appointment window, you will be charged a “return trip” fee. Someone must be present at the time of delivery to unload, verify the items, and sign delivery documents. The “return trip” fee is a mandatory $150, and your order will not be re-delivered until this is paid. Daily storage fees could also accrue if this is not done in a timely manner. This fee cannot be waived for any reason.

A “Tailgate Delivery” is a delivery in which the driver is only responsible for bringing the order to the back of the truck, or in some cases (if paid for), putting it on the liftgate and dropping it down to the ground. The liftgate cannot be used in all cases because it does not accommodate a large sized pallet, and sometimes larger pallets are used to help prevent damage in transit. It is important to note that the driver will not be bringing your items into your home or business, he/she is only responsible for bringing it to the address. We suggest that there are 2 or 3 people there at the time of delivery to remove the items from the truck, as some of them can be very heavy (in excess of 100lbs). The delivery drivers are employed by the shipping company, not Waverly Cabinets, and for insurance purposes, they are not allowed to help unload your order.

You will be responsible for checking off each item on either the delivery ticket (or BOL – Bill of Lading) or previously printed sales order if the driver does not have a BOL, as it is unloaded off the truck, and for doing a piece count. This will need to be done quickly and efficiently, as to not exceed the driver’s given allotment for your delivery (typically 30 minutes). Keeping the driver there beyond the allotment will result in fees you will be responsible for. Some accessory items (ie: crown, toe kick, wall fillers) can be boxed together, and may or may not be noted on the box as being packaged together. If you suspect any accessory items may be missing and are not able to inspect each box to verify, please note on the delivery ticket that “verification is pending”. It is very important to note if something is missing or there is visible damage right on the delivery documents while the driver is there. If there is any visible damage at the point of delivery, it is also important to take photos of the items before they are opened or taken off the pallet. If there are no notes on the Bill of Lading to show shipping damage or missing items, and you find them later, your claim may be denied.

No. Never refuse a delivery or a piece in a delivery. Our distribution center will package the items well to attempt to prevent damages. If the box looks as if it is damaged, that does not always mean the contents inside are damaged. Just note the possible damage on the Bill of Lading. A photo of the Bill of Lading is required for every Warranty Claim and must be noted that there appears to be shipping damage for the claim to be approved.

You have 5 days to open all boxes and inspect for any concealed damage (damage that was not done in shipping, box intact), defects, or missing parts and submit a Warranty Claim. If it is done after 5 days of delivery, the manufacturer reserves the right to deny any claim. It is very important to keep in mind that minor nicks or defects to sides or ends that will be concealed by walls or adjoining cabinets may not necessarily need to be replaced. For example, if there is a nick in the paint on the side panel of a cabinet, but it is going to be installed next to another cabinet, this may not need to be replaced unless it is compromising the structural integrity of the cabinet.

You will have 5 days to open and inspect each item for concealed damage and submit a Warranty Claim. After opening and inspecting each item, if you find anything that has damage, go to our Warranty Claim Form and follow the instructions. Important: Do not assemble the cabinet if it is damaged. We will not honor any warranty submitted for a cabinet that was ordered RTA but was assembled when found to be damaged. You will be asked to provide photos of the damage. Please do not dispose of any damaged items unless directed to by Waverly Cabinets. If the damage or defect happened in the factory, they may request to receive them back. They reserve the right to request damage returns for up to 120 days. This will not delay the shipment of the parts, but if they were to request to see damaged items and they were not available, you may be responsible for paying for the replacement parts that were shipped out.

If you find that after opening each box and inspecting the items that something is missing from your order, please go to the Warranty Claim Form and follow the instructions. In this case, you will not need to provide photos because the item is missing, just please be very clear on what item or part is needed. The claim may be denied if your missing item was not noted on the delivery paperwork.

If there is a damage claim submitted within the 5-day time frame of delivery, we will review it, reach out to you for more photos or more information if needed, then submit the claim to the manufacturer. The cabinet manufacturer reserves the right to determine the most cost effective and efficient way to rectify the damage. This means that if a door is damaged, you will not get an entire cabinet, you will just get a new door. Please do not dispose of any damaged items unless directed to by Waverly Cabinets. If the damage happened in transit, the freight company may be responsible to pay for your replacements. This will not hold up getting replacements to you, but most freight companies reserve the right to inspect the damaged items at their request for up to 120 days from the day the claim is made. If the carrier were to request to see damaged items and they were not available, you may be responsible for paying for the replacement parts that were shipped out.