Company Policies and Procedures

US Cabinets and Design

Definitions

Assembled - Means that the cabinets will come fully assembled and ready to install

RTA - Means that the cabinets are not assembled, but “Ready to Assemble.”All cabinet orders are shipped RTA unless the customer has received written notice on their invoice otherwise.  

The Company - US Cabinets and Design

The Customer - Person seeking to purchase Materials/installation from US Cabinets and Design

US Cabinets and Design may be referred to as “US Cabinets” in the Policies and Procedures

Scope of Work 

US Cabinets and Design will furnish customers with an estimate to describe all the work to be completed that is also attached to the Client Order Agreement. If it is not stated in the estimate and/or Client Order Agreement, then it is not included in the contract. Many thoughts and ideas are discussed during the sales process, but not all of them are agreed upon; therefore, it is up to the customer to thoroughly review the estimate & design to ensure that everything agreed upon is included in the contract. Once again, if it is not stated in the estimate or Client Order Agreement, then it is not included in this contract.  

Project Management and Time of Completion 

A written schedule will not be a part of this sales contract & agreement. Time is of the essence in the performance of all obligations of this agreement, and US Cabinets and Design agrees to perform/deliver the work/materials in a timely manner. It is of the highest priority for US Cabinets and Design to complete the project in the fewest amount of days as possible, as delays in progress are unfavorable to BOTH the customer and US Cabinets and Design. The customer will be notified of an estimated timeline to complete their project, based on past history of similar projects. 

US Cabinets and Design will do everything in their power to complete the project as quickly as possible. US Cabinets and Design will be in communication with the customer, via text or the Customer Portal, giving frequent updates of the progress and/or changes in the schedule. The customer acknowledges that unpredictable events outside of US Cabinets and Design’s control may happen during the course of the project (change orders, sickness, weather delays, material backorders, materials damaged in transit, warranty items, etc.). US Cabinets and Design is in NO WAY liable to refund any money to the customer based upon the duration of the project schedule, or the number of unexpected events and problems during the course of the project. A delay in the order such as a warranty does not grant the customer permission to withhold payment. If a customer withholds payment, US Cabinets and Design may, at their discretion, submit the customer’s defaulted account to a collections agency. US Cabinets and Design will let the customer know of any changes to the payment schedule.   

Cabinets

Customers agree to pay for 100% of cabinets prior to US Cabinets and Design ordering any/all material for their project.  

Installation 

Customer agrees to pay a deposit of 50% of total estimated installation cost to US Cabinets and Design prior to the scheduling of installation. Remaining percentage is due after completion of installation, paid to the installer, by check to US Cabinets and Design, or by paying the final invoice electrotonically before the installer leaves the job site. The final payment may be adjusted if additional work was needed during the install process. The customer will have already approved of these charges before the additional work is done via a signed change order. A full cancellation of a scheduled install before the start date/time of the install will have a 25% scheduling fee applied. All other payments for the install will be refunded back to the customer. However, if the cancellation was within 24 hours from the start of the install, the full amount for the install will be due.

The install will be scheduled after an order acknowledgement has been received from the manufacturer. The customer will be notified with the install dates. These dates are subject to change due to delays in the delivery of the products or because of missing and damaged cabinets/pieces, sicknesses, holidays, etc., or other changes in the schedule. Once all of the proper materials are delivered successfully, a new install date will be given. A lock box with a key is suggested to be left for the installer as all installs are done during the week when the customer is working unless other agreements have been made. Otherwise, the customer is welcome to be present during the install. Once the install starts, if we find that the space is not yet fully ready and prepared for install because of circumstances including, but not limited to, plumbing or electrical not being capped off or in the correct locations or the walls not being level or finished, there will be a trip fee applied for the installer to come back to finish the work once the area has been properly prepared.

The customer acknowledges that the final touch-ups and door adjustments are made at the completion of the install. The customer agrees to allow the installer to complete the install before mentioning the minor touch-up items. The customer should bring minor issues that cannot be fixed with a touch-up kit to the installer’s attention so they can make a correction or adjustment. Once the installer has finished, the customer will be responsible for reviewing the installation with the installer. Any issues should be mentioned at this time to allow the installer a chance to make the corrections during the scheduled install date while they are still on site. Once the installer leaves the completed job, the customer understands that they are agreeing that it is complete and that they are satisfied, even if they do not sign the sign-off form. If there are adjustments that need to be made later that require the installer to come back, fees will be applied for this additional service. If a customer requests US Cabinets to attempt to "Save/Reuse" an existing item or product such as, but not limited to, cabinets, countertops, flooring, backsplash, plumbing, mirrors, toilets, baseboard, floor/wall trim, we ask that they please understand that we will do our best to not damage the items/products requested. With that said, our company cannot be held responsible if these items/products are damaged during the demolition or installation process. Our company will not be liable for any issues or consequences that may arise from such reuse. When doing the demo on backsplash, damage to the drywall is likely to happen, and it is the customer's responsibility to do the repairs before the install. If possible, US Cabinets and Design can help with the drywall, but it will need to be quoted on a case-by-case basis. Tile flooring install will need to have 24/48 hours dry-time before walking on the flooring. Vinyl Plank Flooring should be in the house for 3 days before install to acclimate to the temperature and humidity of the house. It is the customer's responsibility to make sure that these timelines are followed. US Cabinets and Design is not responsible for any damage that occurs to the flooring items if the customer does not follow the suggested timelines.  

Warranties: Self-Installation (IF APPLICABLE)  

Once a cabinet is assembled or installed and the warranty claim is filed, it will likely be rejected, as the damage done was more than likely caused by the person doing the assembly or install, rather than a warranty issue. The customer cannot withhold payments due to a warranty claim. If there is a damaged piece, do not assemble or install it. Photos of the items must show that the item is still in its original box and has already shown signs of damage. US Cabinets and Design will not be responsible for any damage to materials caused by the customer or any contractor/handyman that the customer specifically hires. If a replacement is needed due to improper installation, additional material may be purchased to replace the damaged item. If the customer does not have US Cabinets and Design install their cabinets, but instead orders countertops from US Cabinets and Design, US Cabinets and Design is not liable for uneven or unlevel cabinets. Additional fees will be applied if US Cabinets and Design has to modify or level the cabinets. If you have not hired US Cabinets and Design for your install but still need assistance, we offer over-the-phone install assistance for $50 per hour, with a one hour minimum. This service can be purchased by calling your designer or the office at 863-431-4663. 

Countertops 

Customer agrees to pay 75% of total estimated countertops to US Cabinets and Design prior to the scheduling of the template and installation. If there are any changes made to the project or changes in the size of the countertop, the price may change, and the remaining amount will be due after the template is complete but before fabrication and installation of the countertop/accessories begin. Projects that have already gone into fabrication cannot be canceled, and the total balance will still be due. If countertops are canceled, a 30% cancellation fee may be applied. The template fee is due before templating occurs, and is due even if the project is canceled. The template fee(s) charged on the original invoice are discounted, as it is assumed that we were doing the install as well. As such, there will be additional fees for templates if installation is canceled after the template is created. If we arrive at a job site for templating and the space is not ready to be templated, a retemplate fee will be charged.

Countertop quotes are only good for up to 15 days. With changes in material costs happening daily, the material prices are only locked in after the template is complete and we know exactly how much material we will need to secure for the job. The customer acknowledges that when countertops are removed, damage may happen to the cabinets, and that US Cabinets and Design is not liable to pay for any damages caused. Should collection of any amounts due under this contract be necessary, the prevailing party shall be entitled to reasonable attorney’s fees and cost both at trial and appellate levels.

Note: All square foot totals and prices are an estimate until the template is complete. 

Flooring and Flooring Install Materials 

Customer agrees to pay for 100% of flooring and/or any additional materials prior to US Cabinets and Design ordering any materials for their project.  

Flooring Install 

Customer agrees to pay a deposit of 50% of total estimated installation to US Cabinets and Design prior to scheduling of installation. The remaining amount will be due once the flooring is installed, paid to the installer by check to US Cabinets and Design or by paying the final invoice electrotonically before the installer leaves the job site. The final payment may be adjusted if additional work was needed during the install process. The customer will have already approved of these charges before the additional work is done via a signed change order. Cancellation of a scheduled install before the start date/time of the install will have a 25% scheduling fee applied. All other payments for the install will be refunded back to the customer. However, if the cancellation was within 24 hours from the start of the install, the full amount for the install will be due.

Hardware

Customer agrees to pay for 100% of hardware prior to US Cabinets and Design ordering any materials for their project.  

Backsplash and Backsplash Install Materials 

Customer agrees to pay for 100% of backsplash and any additional materials prior to US Cabinets and Design ordering any materials for their project.  

Backsplash Install 

Customer agrees to pay a deposit of 50% of the total estimated installation to US Cabinets and Design prior to scheduling of the installation. The remaining amount will be due once the backsplash is installed, paid to the installer by check to US Cabinets and Design or by paying the final invoice electrotonically before the installer leaves the job site. The final payment may be adjusted if additional work was needed during the install process. The customer will have already approved of these charges before the additional work is done via a signed change order. Cancellation of a scheduled install before the start date/time of the install will have a 25% scheduling fee applied. All other payments for the install will be refunded back to the customer. However, if the cancellation was within 24 hours from the start of the install, the full amount for the install will be due.

**All payment terms are as follows: Cash, Check/ACH, PayPal, and Credit Card (+3% fee; credit card payments taken over the phone +3.5% fee)***

Late Fees

All final payments are due within 24 hours of the final invoice being sent. If a final payment has not been received within 7 days, a fee of $50 for up to every thousand dollars contracted for will be applied. (Example: $300 is due = late fee of $50 or if $1,500 is due = late fee of $100) A minimum late fee of $50 will be applied to every job for which the customer makes a late payment. These fees increase by an additional $25 every 7 days.

If the customer is experiencing a unique financial hardship that is communicated to US Cabinets and Design and for which US Cabinets and Design and the customer have an agreed upon payment plan, the late fees will not be applied, as long as the customer fulfills their obligations under the payment plan.

Failure to comply with the payment schedule may result in the customer’s account being turned over to a collections agency. 

Out-of-Florida Purchases

If you are making a purchase from US Cabinets and Design while outside the state of Florida, you may or may not be charged sales tax depending on your state. If you were not charged sales tax, you will need to file a use tax on your tax return for the purchase amount. If you were charged sales tax on your invoice, you do not need to file a use tax, as we will pay the sales tax for you if you live in a state with reciprocity for sales taxes. US Cabinets is not liable to any party for the customer’s failure to file a use tax.

NSF/Chargeback Fee

Any payment that is returned will incur a $35 fee.

Re-delivery Fee 

The customer is responsible for being present at the date of delivery. A fee will be invoiced to the customer if no one is present to accept delivery during normal receiving hours or within the agreed upon delivery appointment window. Re-delivery fees vary by carrier and must be paid before re-delivery is scheduled.

Storage Fees 

Any shipment that is being picked up from our warehouse must be picked up within 24 hours of the delivery, or a $25 fee per pallet will be applied for daily storage. Any orders not picked up within 30 days of delivery may be returned to the manufacturer and a re-delivery fee will be applied to reschedule pick-up. 

Termination of Purchase Agreement

The customer may terminate the Client Order Agreement at any time before the Layout Approval. However, if any costs have been incurred by US Cabinets and Design at the time of cancellation, the customer may be subject to a return fee, a restocking fee up to 35% of the contract value, a design fee of $300.00, a field measurement fee (IF APPLICABLE) of $150.00, any template fees, and any shipping costs required to send materials back to the manufacturer. Cancellation of a scheduled install before the start date/time of the install will have a 25% scheduling fee applied. All other payments for the install will be refunded back to the customer. However, if the cancellation was within 24 hours from the start of the install the full amount for the install will be due.

US Cabinets and Design retains the right to cancel any job at any time, without providing a reason. Any/all possible refunds will be processed and given back to the customer.  Any expenses incurred by US Cabinets and Design at the time of the cancellation will be charged to the customer, including, but not limited to, a design fee of $300.00.

Assembled Orders

Cancellations of partial or complete orders will be processed at no charge until the cabinets are assembled, based on the procedure given in Termination of Purchase Agreement. After assembly has begun, cancellation will NOT be permitted. These items are often assembled elsewhere or made semi-custom for the specific job and are not able to be refunded.  

Ready to Assemble (RTA) Unassembled Orders

Cancellations of partial or complete orders will be processed at no charge until the order has been processed and the Layout Approval has been completed, based on the procedure given in Termination of Purchase Agreement. Cancellation of partial or complete orders made after the order is processed, but prior to shipping, will be subject to a 35% cancellation fee. “RTA” stands for “Ready To Assemble,” meaning that the cabinets come unassembled.

Refund Policy 

Refunds must be requested within 3 business days of receiving the delivery and are offered only with a 35% restocking fee and any applicable shipping/freight costs. The customer must return the unopened box in the original packaging.  Any return where the item is received broken or damaged due to poor packaging (or damaged for any other reason) will receive a reduced refund, down to and including $0.00, based on the condition in which it is received. Refunds are for the item purchase price only. Shipping charges are non-refundable. Refunds will not be processed until a thorough inspection of all items have been completed.

Failure to comply with the payment schedule may result in the customer’s account being turned over to a collections agency.

Return Processing

Returns are processed in the order in which they are received. The customer should expect to receive their return credit as soon as their return is processed. Processing times will vary based on the volume of incoming returns and can be as long as 3 weeks from the date the return is received. Any and all returns MUST be in the original packaging. Any possible refund will not be processed until a thorough inspection has been done on the material. Any damage to the material may result in the return/refund being rejected or the refund value reduced.

Returned Orders that Qualified for Free Shipping

Returned orders no longer qualify for free shipping. Orders that originally qualified for free shipping will have the actual outbound shipping cost deducted from the total amount refunded unless the remaining total, minus the refund, is still eligible for free shipping.

New Parts That Have Been Installed or Used

Under no circumstances do we accept returns of new items that have been assembled, installed, or used. Check your item for compatibility prior to installation and use. Returns that include items that show evidence that they have been installed or used in any manner will be rejected and no refund credit will be issued. It will be the responsibility of the customer to pay for the return shipping of the used item back to the customer.

Layout Approval Process

Once the payment or deposit has been made, the designer will send the Client Order Agreement. This will either be done with a “spec” layout or with a list of materials, whichever is needed for the order, as well as all order/job details for the customer to approve. The customer is required to review and sign the list or layout to confirm and approve all measurements and order details before moving forward with the order. The customer assumes all responsibility for any mistakes and errors once the layout has been approved. If changes to the layout or list of materials are made after the Client Order Agreement is executed, the customer will be responsible for any additional charges, and will need to approve of these changes via a signed Change Order. If these changes are made after the initial order has been shipped, an additional shipping fee may be charged to the customer. An additional trip fee may also be applied to install orders under these circumstances.

Change Orders  

The customer retains the right to make changes to this contract in the form of a Change Order. Any Change Order(s) must be in writing and signed by both the customer and US Cabinets and Design. A Change Order may increase the overall duration of the project, varying anywhere from a few days to multiple weeks. US Cabinets and Design will give the customer a rough estimate of the updated timeline after the Change Order is executed. 

Delivery Dates 

Delivery dates are usually accurate; however, we cannot guarantee them due to availability of material and other shipping delays beyond the control of US Cabinets and Design. US Cabinets is not the entity conducting the shipping, a freight carrier is responsible for shipping, meaning US Cabinets is not responsible for any delays in shipping and for the delivery process. If delivery dates need to be delayed due to customer issues, US Cabinets and Design must be notified at least 5 business days before delivery is scheduled. A fee may be applied if changes in shipment are needed. Please be advised that once third party freight companies have the shipment, we have no control of delivery time/date.  

Receiving Deliveries

When receiving a shipment, customers must note the amount of pallets and/or loose packages received and inspect all shipments upon delivery to the job site. Damages and missing items must be noted on the delivery receipt at the time of delivery. The customer must also notify US Cabinets and Design by email at Warranty@USCabinetsandDesign.com within 24 hours of receiving the delivery. The customer must upload photos of the damaged items and explain which cabinet(s) is damaged and what/where exactly the damage is. Photos of the damaged items must show that the item is still in its original box and has already shown signs of damage. The customer may also reach out to their designer for help with this process. Failure to timely report damaged or missing items may result in the warranty claim being denied and the customer being charged for the replacements, if available.

If US Cabinets and Design is doing installation and damaged cabinets and/or missing items are discovered at time of install, a trip fee will be applied for the installer to come back and finish install. Install of items that are warrantied after the installation is complete is not covered by the initial install price. The customer is responsible to install any replacement parts, or they may contract with US Cabinets to have an installer come back to install the replacements. 

Pick-Up Orders

The customer is responsible for reviewing all materials at time of pick-up for damages and incorrect/missing items. If there are any damages or incorrect/missing items seen at time of pick-up, the customer must request a replacement immediately before leaving the warehouse. If the customer leaves the warehouse with the product, and later notices that the order is wrong and/or damaged, US Cabinets and Design will not be held responsible for replacements. If the replacement is approved, customers must return all items in their unopened original boxes to receive a credit. A restocking fee may be applied if the return is approved.

Warranty for Material and Labor  

US Cabinets and Design shall provide a warranty to the customer for material and workmanship for the scope of work relevant to this Client Order Agreement based on the manufacturer's warranty policies, and up to one year on labor. Replacement of warranty items will only be replaced by the same item ordered. Damage caused by a US Cabinets and Design installer during the install should be noted and mentioned to your designer while the installer is still at the job site. The customer is responsible for doing a full walk-through with the installer before the installer leaves to notify them of any issues; otherwise, the customer agrees that they have accepted the install as-is.

If it is found during the walk-through that the damage was caused by carelessness of the installer(s), US Cabinets and Design will fix the damages. If a claim is filed after the installer leaves, there will be a trip fee for an installer to come back, and it will be the customer's responsibility to purchase the replacement material. A claim form will need to be filled out for this to be approved, which must be done within 3 business days of notifying your designer of the damages. Customers will have 24 hours to notify US Cabinets and Design from the date of delivery for items that were delivered damaged; otherwise, US Cabinets and Design is not responsible for any replacements. If items are picked up, then it is the customer’s responsibility to fully review the order before leaving the warehouse. Any missing/broken items not mentioned at time of pick-up may not be covered for replacement. Warranty on items that were originally picked up by the customer will not be shipped; they must be picked up, or additional shipping rates may apply. The customer may not withhold payment due to a warranty claim.

Residential Delivery 

Delivery is curbside only. It is the customer's responsibility to have someone, preferably two people, on-site to offload in the event that an 8-foot pallet cannot be lowered with the truck’s lift gate, or if the packages need to be brought from curbside into the home. Not all carriers provide driver assistance: normally they will only push the product to the driveway, and sometimes into the customer's attached garage (this is decided by the individual delivery driver and is not required but simply a courtesy). A fee may be applied for the delivery driver to bring the cabinets inside the garage, but they will not bring any items into the home. Fees vary by carrier. It is recommended to create a large dry area to place your cabinets after time of delivery. US Cabinets and Design is not liable for any damage done to cabinets left outside after delivery.

Basic Cleaning

To remove dust after installation and for initial cleaning, use a soft, lint-free cotton cloth to wipe down all exterior and interior surfaces. For regular basic cleaning, use a soft lint-free cotton cloth dampened with a mild detergent or soap and warm water. For best results, use a "blotting" action rather than a wiping motion when cleaning. Wipe up food spills and water spots immediately with a lint-free cotton cloth so moisture is not absorbed into the cabinet surfaces. US Cabinets and Design is not liable for any damage done from improper cleaning or damage done from harsh chemicals used on any materials sold by US Cabinets and Design.

Basic Care and Things to Avoid

When in doubt of a cleaner's suitability, do not use. Never use scouring pads, steel wool, wire brushes, or powdered cleaners. Never leave a cloth moistened with cleaner on any cabinet surface for any length of time. Check the areas around the sink and dishwasher to make sure that water and detergents do not dry on cabinet surfaces. Avoid draping wet or damp dish towels over doors of the base cabinets. Do not attach towel racks to the interior of the cabinet doors. Avoid placing small kitchen appliances where the heat or steam is directed onto the cabinet surfaces. Do not leave printed materials (newspapers, magazines, etc.) on the cabinet surfaces, as the printing ink can bleed into the cabinet finish.  US Cabinets and Design is not liable for any damage done from improper cleaning or damage done from harsh chemicals used on any materials sold by US Cabinets and Design. 

Disclaimers

3D renderings/Sample Pictures  provided by US Cabinets and Design are for estimate and presentation use only. The color, style, design, and appearance is not guaranteed. Colors may appear differently in person than shown in the 3D design/Sample Pictures . The 3D design image and any sample photos are not a part of the Client Order Agreement, as some items, such as the decorations, some appliances, flooring, and backsplash, may not be in the contracted job.

Under normal circumstances all wood contains some moisture since it easily exchanges moisture with the environment. This affects all wood products even after finishing. Finishing the wood does slow the process, but it will still react to changes in humidity levels. When humidity is high, wood will expand in response to the absorption of moisture. When humidity is low, moisture is lost, causing the wood to contract. Wood will not change in shape or size unless humidity levels change. When exposed to high humidity, wood will primarily change in width and thickness. Regular variations in humidity will cause imperceptible minor dimensional responses in the wood. Maintaining a 40% to 50% humidity level within the household should avoid environmental changes in the cabinetry. Extreme changes in humidity levels, ranging from 80% or above to 20% or below, can cause problems.

Wood performs best in controlled environments. Problems associated with warping are usually the result of conditions at site storage, poor installation, or use. The effects of moisture can include panel expansion or contraction, joint separation (especially in mitered doors), and bowing, expansion, or contraction of frame stiles and rails. Product failure is most prominent in high moisture conditions and environments, which include waterfront properties and coastal regions. Moisture control is most important in these environments and is highly recommended to help maintain your cabinets. Most doors with 5-piece construction are engineered to allow for some expansion and contraction of the panels. 

Painted Wood Cabinets

Expansion and contraction can create open joints in the finish of painted cabinetry. This is a normal occurrence. An open joint line is not considered a defect and is widely accepted in the kitchen cabinetry industry. The finish will still protect the surface, and the structural integrity of the joint will not be affected. These issues are shared by every manufacturer of painted wood cabinets and are not unique to our company. Wood may expand and contract differently from cabinet to cabinet. Even joints within the same cabinet may behave differently. Some joined wood may not show any joint lines, while others may display easily visible joint lines. An exposed open wood joint can be damaged from prolonged exposure to water or high moisture levels. Therefore, wipe off any excess moisture from cabinet surfaces as soon as possible.

Discoloration 

All paints, especially lighter colors, are susceptible to discoloration due to airborne particles such as those caused by cooking, frilling, tobacco smoke, fireplaces, and candles. Prolonged exposure to natural or artificial light may alter the finish color. Moisture may also discolor the finish. 

Stained Wood Cabinets

Solid wood will expand or contract with changes in temperature and humidity. Such conditions are not indicative of faulty materials or craftsmanship. In the winter, when temperatures fall or when humidity levels are low, contraction may cause a narrow unfinished line to appear on stained wooden cabinets. To blend these lines into the finished wood, apply pigmented furniture polish. Touch-up kits are available to purchase as well. Maintaining a consistent color is a common challenge in any industry using real wood because wood is a natural product that has inherently different colors. It is important to recognize these character differences and understand that every product made from real wood will vary slightly from cabinet to cabinet, and even within a cabinet door or component. 

The Effects of Exposure to Light

Exposure to light will change the color of real wood in a very short period of time. When purchasing any wood product, it is important to understand that the sample or display you are making your selection from may be aged. Therefore, it will represent what your cabinets may look like in time and will not represent what they will look like when they are factory-new. Conversely, a freshly produced sample will match more closely your freshly produced cabinets, but not represent the way they will look when aged.