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How do I return an item? ORDER CHANGES/CANCELLATIONS After 1 business day from placing your order, changes/cancellations cannot be made and the order will be processed and shipped as originally ordered. Sample orders cannot be changed/canceled* OUT OF COUNTRY ORDERS 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 RTAFlooring.com (The RTA Store, Inc.). For more information about these fees, please contact your local customs office. **Free Shipping coupons are not applicable for out of country orders**
WHEN YOU CAN EXPECT YOUR ORDER TO ARRIVE PLACING AN ORDER: We need credit card authorization before any order can be processed so your credit card will be charged when your order is placed. Most orders are in stock and will ship in 5-12 business days. Depending on the warehouse your cabinets are shipping from, transit time can be an additional 1-6 business days. 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 and you will be responsible for the additional shipping charges
2) Wait until all items are in, then ship
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 Quick Checklist for shortages or damages upon your delivery (please also read below for more details on how to accept your delivery and report any damages or shortages):
We use multiple freight companies to ship our products. If shipping to a residential address, it is a curbside, end of truck delivery. 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). No lift gate will be used unless specifically requested by the customer. The lift gate is just a type of '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. Most freight companies will charge for this service, so please make sure to ask how much it would be before accepting the lift gate or any other service the shipping company offers you. Also, please make sure you have someone to help you accept the delivery if you are not able to move/lift the boxes by yourself, since the driver will not be responsible for unloading any boxes. WHAT TO DO WHEN YOU RECEIVE YOUR DELIVERY: It is extremely important that you do a piece count and make sure all ordered pieces are there (unless you’ve been informed of any out of stock items). If there is anything missing, it must be noted on the BOL. Make sure to get a copy of the BOL with the driver’s signature and that the driver has a copy noting any shortages, we will need a copy sent to us to process your replacement order. If shortages are not noted on the BOL, we will not be able to reship any items. In addition to doing a piece count, you want to check each box for visible damage. The trucking company has to let you do this, 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 the BOL and the driver is giving you a hard time (this is not a common occurence). The number to the trucking company will be on the BOL. 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. We do try and pick the best trucking companies but in the unlikely event damages do occur in transit, you must report it to RTAFlooring.com (The RTA Store, Inc.) within 48 hours. If it is not reported within 48 hours the trucking company will not acknowledge any damages that may have been made, and we will not be able to replace any damaged pieces without charging you. If any part of your order arrives with visible damage, it is imperative that you note the damages on the BOL and have the driver sign. Again, make sure you get a copy and that the driver has a copy with the noted damage. IF THERE ARE ANY DAMAGES: If there are any visible damages to the packaging, it must be noted on the BOL. If the contents are also damaged, please be sure to take pictures of the damaged packaging along with the damaged items. If all boxes arrive in good condition, you then have 48 hours to open inspect the contents. If any parts are damaged, please email us a description of the damage along with supporting pictures, and the copy of the BOL to: claims@rtaflooring.com. As long as visible damage was noted on the BOL, your claim should be processed relatively quickly and replacements sent out (5-7 business days). If it was concealed damage, claims may take a bit longer but we will work as quickly as possible to resolve the issues for you. Due to manufacturer guidelines, damage claims and replacement parts will not be honored for flooring that has already been installed. RETURNS: Flooring can only be returned if it is still unopened in the original packaging. You must notify RTAFlooring.com (The RTA Store, Inc.) within 24 hours if you wish to return anything, and we must receive the items back within 10 days of receipt. Please contact us for the return address, as many finishes are shipped from different warehouses. If an order is canceled in transit you will be responsible for return shipping costs and may be subject to a 25% restocking fee. RTAFlooring.com (The RTA Store, Inc.) cannot accepts returns on accessories for any reason due to how easily they can be damaged during return shipment. You will be refunded within 7 business days after we receive the shipment back and inspect it. If we find that there are damages due to 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. Any order that is returned for any reason (other than damages or mistake on our behalf) will be subject to a 25% restocking fee and the customer will be responsible for the return and initial shipping costs. In the event that any mistakes are made in measuring or if any finish is not what you expected, we can not be held liable. We strongly encourage you to order a sample (where applicable) before purchasing. IF WE SHIP THE WRONG PIECE: If the wrong size and/or color is shipped to you please contact us within 24 hours at customerservice@rtaflooring.com, and we will immediately process and ship your correct items as quickly as possible. As always, if you have any questions, please email us at: cusomerservice@rtaflooring.com |
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