Dealer Policies

• As an authorized Top Shelf Cabinets dealer, it is your responsibility to communicate our policies, product information, order information, claim information, etc. to your customer.
  • Top Shelf Cabinets will not provide any details to your customer at any time nor will we be held responsible for any inaccurate information provided by you or your associates.
• All online resale of Top Shelf Cabinets products must be approved PRIOR to offering it for sale.
  • If online resale is approved by Top Shelf Cabinets, you are only allowed to resale on the website specified at the time of approval. Approval for resale on additional websites will need additional approval from Top Shelf Cabinets.
• Prior to publicizing your selling price, all dealers must adhere to the minimum advertised price as confirmed with your Top Shelf Cabinets representative.
• Top Shelf Cabinets reserves the right to monitor and modify dealer accounts as it applies to the company standards, (i.e. active status, eligible discounts, etc).

Order Processing & Payment

• Large quantities of a single item or larger orders may trigger a review process that will require Top Shelf Cabinets approval prior to proceeding.
• Full Payment is required before an order will be delivered. (This includes backorders and approved written add-ons).
• Payment can be made by Credit Card, Debit Card, or PayPal.
  • Top Shelf Cabinets cannot be held liable for payment methods that are not owned and/or managed by the dealer.
• Any order, or change, that is unable to be completed on the website, must be submitted in writing to [email protected]. Such requests exclude the order(s) from standard lead times.
  • Once an order is in process, no changes can be made. Additional items can be processed online as a new order.

Shipped Order Lead Time

• Express Advantage shipping is available for all flat pack orders and will ship within 7-10 full business days.
• Assembled orders are processed and shipped within 15 full business days.

 Warehouse Pick Up Order Lead Time

• Flatpack warehouse pickup orders are processed and made available for pickup within 3 full business days.
• Assembled warehouse pickup orders are processed and made available for pickup within 7 full business days.
• RUSH ADVANTAGE ORDERS will be processed for an additional fee for flat pack orders ONLY. (All orders with rush services are subject to total item quantity review.) The “Rush Fee” only applies to warehouse processing time and does not apply to transit time to your destination.
• “Day One” starts on the NEXT full business day after the order is placed.
• Cancellations made after three-day right of rescission are subject to a 30% restocking/processing fee.
• There are no cancellations on special order products

Backorders

• Top Shelf Cabinets reserves the right to activate or deactivate backorders for certain styles, colors, or SKUs at the company’s discretion.
• Backorder shipping fees are based on the estimated size of the order and are subject to change based on market rates and services.
• The backorder shipping fee only covers one shipment, the backorder will not be released until all items on the backorder have been replenished in the fulfilling warehouse.

Assembly & Modifications

• Assembly and limited modifications are available for warehouse pickup and freight shipped orders (from select warehouses) for additional labor and shipping fees as calculated by the website.
• A limited number of modifications are available ON FRAMED ASSEMBLED ITEMS ONLY, including:
  • Increased Depth
  • Decreased Depth
  • Prep for Glass: Route Door(s) & Finish Interior
  • Double Oven Conversion
• Modifications exempt the entire order from normal lead times and can take up to an additional 5 business days for completion.
• There are additional cost to the customer for modifications

Shipping & Delivery for in home deliveries

• All Cabinets will be delivered to garage or room on main level of home only
• Top Shelf Cabinets will open all boxes and have customer approve all cabinets with a signature on the delivery sheet to be in acceptable condition with no damage.
• Top Shelf Cabinets reserves the right to fulfill orders between multiple shipments from different distribution facilities, without prior notification to the customer and with no additional cost applied.

LTL Shipping

• There is a 2-5 business day standard transit time with LTL carriers. Please account for at least one extra day for residential deliveries and deliveries requiring a scheduled delivery appointment.
• Shipping charges must be paid in full before shipping is scheduled (Orders exceeding standard LTL sizes are subject to additional fees for Full Truckload shipping).
  • This can be, but not always, identified by a $9999 shipping cost that is revised after your order has been reviewed for shipping.
• You will receive a tracking number by email the day after the order has shipped.
• All destinations must be tractor/trailer accessible, or Limited Access fees will be applied ($125).
• For residential deliveries and deliveries requiring an appointment, the freight company will contact you 24 hours in advance to schedule the delivery (usually a 3-4 hour window).
• Shipping charges cover ONE delivery attempt. The customer is responsible for any additional shipping and handling charges for delivery failure due to customer circumstances.

LTL Delivery Policies

• The driver is only responsible for placing the pallet on the ground for deliveries that had lift gate services selected at the time of check out.
• Address classifications are based on city zoning, therefore it is possible to have a commercial property in a residential area. In this case the delivery would be considered residential, and subject to the residential delivery fees and conditions.
• A responsible party must be present to inspect, inventory, and sign off on the delivery.
  • You MUST notate if the number of pallets delivered does not match the number listed on the driver’s delivery receipt copy.
  • Careful inspection of packaging conditions is vital to file freight claims. Any visible damages must be noted on the paperwork when signing for the delivery, as well as documented with photos. Even if you are not sure if the contents inside contain damages due to the exterior’s condition, you MUST indicate on the delivery receipt to be able to claim concealed damages in the future.
  • Do NOT reject damaged items. The delivery should be accepted, with documentation of the damage, and a claim should be filed online. SEE IMPORTANT NOTES IN MISSING AND DAMAGED ITEMS SECTION TO FOLLOW.
• Regional delivery services are available in select markets. Rates and delivery services vary by market.

Warehouse Pick Up Orders

• Orders must be picked up within 10 business days of receiving the ready for pick-up email notification.
• After ten business days has passed, storage fees will begin to accumulate as follows:
  • $35/day per open order
• If storage fees are applied to your order(s), the order(s) will be released for pickup after any fees assessed are paid for in full.
• Orders placed for warehouse pick up are not palletized, wrapped, or strapped for shipping purposes.
  • If you are sending a delivery service that requires secure palletizing of products the order will incur additional packaging & labor fees and must be approved by Top Shelf Cabinets prior to pick up.
• For liability purposes, Top Shelf Cabinets will not help load warehouse pick-up orders without approval from the pick-up party.
• Orders must be picked up in safe and compatible conditions in accordance to the product and environment. Top Shelf Cabinets cannot be held liable for damage that occurs due to improper weather or equipment conditions.
• Top Shelf Cabinets will not accept transit damage claims on warehouse pick-up orders that are picked up and/or shipped with delivery services contracted out at the dealer’s discretion.

Replacements for Missing or Damaged Items (Including Concealed Damage)

• Top Shelf Cabinets has the final determination of resolution for any manufacturer warranty claims submitted. Solutions should be discussed with Top Shelf Cabinets management prior to being promised to the end customer.
• Blemishes or other damages not impacting the structural integrity of a cabinet will not warrant a full cabinet replacement. Top Shelf Cabinets reserves the right to provide alternative products or components as solutions.
• Freight claims for obvious damage or shortage can only be accepted when indicated on the delivery receipt.
• Freight damage claims must be filed within 3 business days. No claims will be allowed without the proper paperwork noting the damage at the time of delivery.Orders placed for warehouse pick up are not palletized, wrapped, or strapped for shipping purposes.
• To file a claim for damage please contact Top Shelf Cabinets management
• The following must be included to process the claim:
  • Order number
  • Buyer’s name
  • Shipping address for replacements
  • Brief description of damage or shortage, including item numbers and/or parts
  • Pictures of the damaged packaging and product are required to be eligible for full replacement.
• Upon receipt of the damage claim, we will review the request within 48 business hours.
• Expedited shipping service is NOT available for replacements and/or parts.
• All damages must be documented and reported upon opening the boxes.
  • Missing items must be reported within 5 days from delivery.
• Items that have been installed cannot be claimed as damaged and there will be no refund given
• Top Shelf Cabinets cannot be held responsible for any labor costs accrued during the installation of any of its products sold via any of its channels of distribution. This includes, but is not limited to, items that may be flawed or have become damaged in transit.

Return Merchandise Authorizations (RMA)

• All returns must be authorized by Top Shelf Cabinets prior to return shipment.
  • For authorization, please send an email request to [email protected]
• All items must be returned in original, unopened packaging, therefore NO RETURNS ON ASSEMBLED CABINETS.
• No returns on trims, moldings, fillers, panels, or sales tools.
• No returns on discontinued cabinet styles.
• QUALIFYING returns will incur a 30% RESTOCKING FEE.
• The customer is responsible for setting up and covering all return shipments.
• Any returned product DEEMED UNSELLABLE WILL NOT RECEIVE CREDIT.
• There are no refunds on special orders

Marketing Policies

• Top Shelf Cabinets cannot be held liable for applicable marketing costs for marketing our products.
• Private labeling is done at the dealer’s discretion.
• The use of any images and sales materials in your private label marketing can be released by emailing [email protected]

Display Policy

Top Shelf Cabinets is happy to partner with our displaying dealers. We now offer a 50% credit on Top Shelf Cabinets products that are ordered and installed in a dealer’s showroom. Products can only be for display, not for functional use. Desks, bathrooms, breakrooms, etc. are not eligible for rebate.

Top Shelf Cabinets does not guarantee the accuracy of any third-party design software. This includes (but is not limited to) 2020 Design and ProKitchen Design softwares.