2221 W. Walnut Hill Ln Dallas 75038

Frequently Asked Questions

Nelson Cabinetry

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Frequent Questions

You’ve come to the right place! You can find answers in our list of frequently asked questions (FAQs). Browse through the FAQs listed by category.

 

Didn't find the answer to your question? Please send us an email and one of our representative will have a personalized response within 1 business day!

 

You can also call us on: 832-998-6598

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After Placing Order

How long will my order take to get to me once it ships?

Depending on the warehouse your cabinets are shipping from and the freight company, most transit times to your local freight terminal will be 1-6 business days. After your order arrives at your local terminal, the freight company will contact you (at the number you entered with your shipping address) to schedule the exact delivery day.

When will my credit card be charged?

Credit card authorization is needed before an order can be processed so your credit card will be charged when your order is placed.

When will my order ship?

Most Ready-to-Assemble orders will ship in 3-15 business days.

What if something on my order is out of stock?

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. You may be responsible for additional shipping charges

2) Wait until all items are in, then ship complete

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 (ex: switch a 15″ drawer base to a regular 15″ base, or a 21×30 wall cabinet to a 18×30 wall cabinet with a 3” filler). If the items being changed result in a higher cost, you would be responsible for the difference and if they are a lesser cost, you would receive a refund for that amount.

Damages / Defects

How long do I have to open my cabinets and check for concealed damage after my delivery?

You will have 5 days to open all cabinet/accessory boxes and inspect for any damages, defects, or missing items. After your order ships, you will receive a shipment confirmation email that will detail how to inspect your order, please look out for this email. You will also receive a phone call with this information. If anything is missing, damaged, and/or defective, please notify us within 5 days.

Should I assemble cabinets with damages if I’m just waiting for a part?

No, if any cabinets are damaged, please do not assemble these cabinets. The pictures needed by our claims department must be unassembled cabinets. Due to manufacturer guidelines, replacement parts will not be issued for cabinets that are already assembled because the manufacturer does not know the damage did not occur during assembly. Please leave any damaged cabinets unassembled until customer service lets you know it is ok to proceed with assembly.

Should I refuse a damaged item on my delivery?

No, do not refuse any damaged items, just note the damages on the shipping paperwork the driver has, have them sign and make sure you receive a copy. Please make sure to contact us within 5 days. The cabinet manufacturer reserves the right to determine the most cost-effective and efficient method to correct damaged items as a result of manufacturer defect or freight/shipping damage. This may not involve a total cabinet/accessory replacement. For example, a cabinet with a damaged door may receive a new door only – not an entirely new cabinet. ​

What should I do with damaged items?

If they are returned to the wrong location, unfortunately, we won’t be able to replace the damaged parts for no charge. If there are freight damages, please hold on to the damaged items until the freight company concludes the claim process. This will not delay the processing and shipment of your replacement parts, however in order for us to file a claim with the freight company for any damages that incurred in transit, they retain the right to inspect the damaged items at their request. Damaged items should be kept until we notify you that they can be disposed of, for some carriers, this can be up to 120 days from the day the claim is made. Please do not dispose of any damages before given permission to do so, if a carrier requests to see damages and they’re no longer available, you may be responsible for paying for the replacement parts that were shipped out.

When I receive delivery, what if something on my order is damaged or missing ?

It is very important to look for any damages to the outside of the boxes upon your delivery. If any damages are visible, mark this on the shipping paperwork the driver has and be sure they sign and give you a copy (do not refuse any damaged items).​ Please also take a photo documenting the way the shipment was received.​ Many times the contents will not be damaged even if the box is, but if you find any parts of the cabinets to be damaged, please report it immediately to NelsonKB.com​ ​prior to assembly (unless the item shipped pre-assembled)​.​ ​​You will have​ ​5 days to open all cabinet/accessory boxes and inspect for any damages, defects, or missing items.

If there are freight damages, please hold on to the damaged items until the freight company concludes the claim process. This will not delay the processing and shipment of your replacement parts, however in order for us to file a claim with the freight company for any damages that incurred in transit, they retain the right to inspect the damaged items at their request. Damaged items should be kept until we notify you that they can be disposed of, for some carriers, this can be up to 120 days from the day the claim is made. Please do not dispose of any damages before given permission to do so, if a carrier requests to see damages and they’re no longer available, you may be responsible for paying for the replacement parts that were shipped out.

Will I be reimbursed for any labor or time needed to repair any damaged cabinets?

If replacements parts are needed, Blue Shaker Cabinets is only responsible for providing those parts. Unfortunately, we will not be able to reimburse any additional costs of labor incurred by the customer to replace or repair damaged cabinets.

Will I receive a new cabinet if something is damaged in the box?

Depending on the damage, in most cases, a replacement part will be sent, not an entire new cabinet. NelsonKB reserves the right to determine the most cost-effective and efficient method to correct damaged and/or defective cabinets/accessories. For example, if a door is cracked, you would receive a new door, not a whole new cabinet.

My order (or part of my order) was received damaged, can I return it?

Don’t worry! There’s no need to return a damaged order, we will be able to get you the replacement parts/cabinets that are needed (please see What if something on my order is damaged?). If you decide to return your entire order it would be treated as a regular return and you would be responsible for the return shipping and a 30% restocking fee. The initial shipping charge would not be able to be refunded. We will also need the delivery paperwork that noted the damage (paperwork the delivery driver provided you).

How to file a claim

The claims can be filed through a freight company.
UPS – File a Claim
FedEX – File a Claim

General Order Questions

Do I need to be home to accept my delivery?

Yes – If your order is shipping with a freight company, you must be home for the delivery. After placing your order, customer service will email you a shipment confirmation which includes all your shipping information. Once the order arrives at your local freight terminal, the freight company will contact you to schedule the delivery date that is convent to you. You will know exactly when to expect them.

No – If your order is shipped with Ground shipping, no one needs to be home, the package(s) will be left just like any other package delivered by the mail service.

How can I pay for my order?

We accept MasterCard, Visa, Discover, American Express, PayPal, Bank Checks and Money Orders.

What if I entered my Shipping Address wrong or need to change it?

Please contact customer service immediately if you need to change your shipping address. If a shipping address is changed after an order ships or if an address was entered incorrectly on an order and needs to be changed after shipment, most freight companies will charge a fee. We will contact the freight company ASAP if your order has already shipped and find out if there are any fees involved. We will do our best to eliminate or reduce any fees, but if the freight company charges for the change, you would be responsible for these charges.

What if I have to cancel or make changes to my order?

If you need to cancel or make changes to your order, please let customer service know within 24 hours of placing your order. After 24 hours changes/cancellations may not be able to be made without incurring fees since your order may have already begun the packing process to prep for shipping. While we will try our best to accommodate any requests, many times, door sample orders will not be able to be changed/canceled since most will ship the same day you place your order.

Where is your company?

Nelson Cabinetry is a Texas based company with headquarters in Dallas. Our products ship out of various locations throughout the United States.

Do you have a showroom where I can see the cabinets?

We do not have a physical showroom. This helps us cut down on overhead expenses and pass on the savings to consumers. However, it is possible to order door samples or browse our photo gallery.

Are kitchen designs free of charge?

Yes! Nelson Cabinetry offers a free design service to all of our clients. There are no hidden fees or binding obligations. All you have to do is email us the dimensions or photo of your kitchen and one of our designers will work with you to create your dream kitchen. Designs must be approved and verified by the customer before confirming the purchase. Nelson Cabinetry does not guarantee or take responsibility for any design. All designs are recommendations based on the information that we are given and all information must be submitted in writing, not verbally.

If I email you a design, can you give me a quote?

Yes, if you already have a design, you are more than welcome to sent it to us and we will try to give you a better price!

Do your products have a warranty?

Yes, all products come with a Limited Lifetime Warranty.

I have a quote from a competitor, can you beat it?

In most cases, YES. If you’ve already got a design from one of those other websites for RTA or Cabinets that Clique together, you are more than welcome to send it to us. Let our team review the layout and we will do everything we can to provide a better price! Our quality and price is not available from anyone else.

What are your shipping policies?

Nelson Cabinetry will ship all orders in the timeliest manner possible, anywhere in the Continental United States that has normal access and does not require special handling to reach the site. The company is not responsible nor liable for any delays in the shipping of your product due to transportation delays, weather issues, or any unforeseen delays that are out of our control. The shipping lead-time will depend on which cabinet style purchased and the destination zip code.

Most items are shipped using a third party shipping company (UPS, FedEx, National Freight Carrier, etc.) that is not affiliated in any way with Nelson Cabinetry. The destination must have “normal access” (accessible by a 53’ semi) and must be within the continental United States. Deliveries include one attempt by the shipping company to deliver the product to the customers. An individual of 18 years or older needs to be present to accept the products. If for any reason the customer is unavailable to accept the order and the product is undeliverable under any circumstances, the customer will be responsible for any extra shipping and handling costs.

It is the customers reasonability to prepare a clean, dry, and accessible area to accept the cabinets. The products will not be unloaded into the home but, rather drop shipped to the garage only. If no garage is available, curbside unloaded is the next available option. Once the products are delivered, it is the customers responsibility to make sure the order is complete and all items are received. The driver will not unpack the cabinet boxes due to time restrictions; however if a cabinet box appears to be damaged you may ask to remove the cabinet for further inspection. If you detect any missing items or damaged items from the shipment, you must document them in writing on the paperwork provided by the driver.

Nelson Cabinetry is not responsible for loss or damage that occurs during shipment, thus it is crucial that you report any visible damage to in the presence of the carrier representative. Damages caused during shipping are not covered under the warranty. All damaged items must be reported within 7 (seven) days after the product has been delivered. Please make sure to take clear photos showing any damage.

Returns / Cancelations

What if I want to cancel my order right after I place it?

You have 24 hours to cancel your order after it’s placed on NelsonKB.com.  Please call our offices at 832-998-6598 or email customer service at customerservice@NelsonKB.com and we will take care of the cancellation for you. There are no fees if canceled within 24 hours. If it’s after 24 hours, and your order has already begun being packed for shipment, we may not be able to cancel the order without a fee. We will let you know if there is a fee to unpack the order and restock it.

What if I want to cancel my order and it has already shipped, but I have not received it yet?

If you need to cancel your order that is in transit to you, we would need to contact the freight company to have it returned to the warehouse. You would be responsible for any return shipping fees being charged by the freight company, in addition to the initial shipping charge you paid when placing the order and a 30% restocking fee. Once the order is returned to the warehouse, you will be refunded less the shipping and restocking fees.

Are there any items that cannot be returned?

Unfortunately, products are special order only. Unless there is a defect found prior to the customers inspection, returns or exchanges won’t be granted as product is created specifically for the customer, and cannot be reused or resold. All returns and exchanges must be authorized by Nelson Cabinetry. See Details.

I measured wrong, whoops; can I return a cabinet?

Yes, absolutely, as long as the item you wish to return is in the original packaging and it has not been opened. Box must be sealed correctly to ensure shipment back to us. Just contact customer service and they will get a return authorization for you to include with your returned item and let you know the address where it should be returned. We ship out of our multiple warehouses, so please do not return anything without speaking to customer service to make sure the return address is correct. If something is returned to the incorrect address, unfortunately, we won’t be able to issue a refund for that item.

There is a 30% restocking fee for all returned items and you would be responsible for the return shipping. The initial shipping charge you paid when placing the order will not be able to be refunded. When the item(s) are returned, if we find there are damages that occurred in 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 if you handled the return shipping yourself. Refunds for returning items may take up to 60 days for complete processing with your credit card company.

I received the wrong cabinet/accessory, now what?

If the wrong cabinet or accessory is shipped to you by mistake, please contact us within 5 days at 832-998-6598 or customerservice@NelsonKB.com, and we will process and ship your correct items as quickly as possible. Pictures or other documentation may be required and if the incorrect item(s) needs to be returned, we will provide you with a shipping label. Please confirm shipping email matched cart purchase within 24hrs.

Is there a restocking fee for returned items?

Yes, there is a 30% restocking fee on all returned items. Our products are sold at such deep discount, we generally never accept return. However, we understand mistakes happen.

My order (or part of my order) was received damaged, can I return it?

Don’t worry! There’s no need to return a damaged order, we will be able to get you the replacement parts/cabinets that are needed (please see What if something on my order is damaged?). If you decide to return your entire order it would be treated as a regular return and you would be responsible for the return shipping and a 30% restocking fee. The initial shipping charge would not be able to be refunded. We will also need the delivery paperwork that noted the damage (paperwork the delivery driver provided you).

Can products be returned?

Unfortunately, products are special order only. Unless there is a defect found prior to customer inspection and take over on the day of delivery, returns or exchanges won’t be granted as product is created specifically for the customer and cannot be reused. All returns and exchanges must be authorized by Nelson Cabinetry.

Shiping / Delivery

How is my order being shipped?

Nelson Cabinetry will ship all orders in the timeliest manner possible, anywhere in the Continental United States that has normal access and does not require special handling to reach the site. The company is not responsible nor liable for any delays in the shipping of your product due to transportation delays, weather issues, or any unforeseen delays that are out of our control. The shipping lead-time will depend on which cabinet style purchased and the destination zip code. Generally we ship within 7 business days of receipt and shipping can take anywhere from 5-15 days depending on location and size of cabinets.

Most items are shipped using a third party shipping company (UPS, FedEx, National Freight Carrier, etc.) that is not affiliated in any way with Nelson Cabinetry. The destination must have “normal access” (accessible by a 53’ semi) and must be within the continental United States. Deliveries include one attempt by the shipping company to deliver the product to the customers. An individual of 18 years or older needs to be present to accept the products. If for any reason the customer is unavailable to accept the order and the product is undeliverable under any circumstances, the customer will be responsible for any extra shipping and handling costs.

It is the customers reasonability to prepare a clean, dry, and accessible area to accept the cabinets. The products will not be unloaded into the home but, rather drop shipped to the garage only. If no garage is available, curbside unloaded is the next available option. Once the products are delivered, it is the customers responsibility to make sure the order is complete, and all items are received. The driver will not unpack the cabinet boxes due to time restrictions; however, if a cabinet box appears to be damaged you may ask to remove the cabinet for further inspection. If you detect any missing items or damaged items from the shipment, you must document them in writing on the paperwork provided by the driver. SEE NOTES ABOVE RE: Accepting the Delivery.

Nelson Cabinetry is not responsible for loss or damage that occurs during shipment, thus it is crucial that you report any visible damage to in the presence of the carrier representative. Damages caused during shipping are not covered under the warranty. All damaged items must be reported within 7 (seven) days after the product has been delivered. Please make sure to take clear photos showing any damage.

Are the cabinets shipped assembled?

No, cabinets are shipped ready to assemble or RTA. The cabinets come in boxes and are simple to assemble.

What to expect on delivery

Do you have an overview of how to accept and inspect delivery?

IMPORTANT PLEASE READ:

Once your order has arrived at the carrier’s location in your area, one of their representatives will contact you to schedule a delivery date and time.

We recommend that at least 2 people be present at time of delivery since our cabinets are solid and heavy!

There should be no external damage to the packages. You are responsible for inspecting the freight for external damage while the driver is still present.  

In the event of damage, you must make note with the delivery driver. Please note the damage on the delivery receipt and contact us immediately.  If parts appear to be missing please contact us immediately. We will ship any missing part(s) in a timely manner. Inspection consists of boxes that show obvious breakage, tears or rips in the outer packaging.

If you find any freight damage after the driver leaves it is your responsibility to file a claim with the freight company.

If the delivery driver refuses your inspection of shipment, please note the following on the delivery receipt:
“POSSIBLE CONCEALED DAMAGE, DRIVER WILL NOT ALLOW ME TO EXAMINE FREIGHT” then sign where required. We recommend taking a photo of this signed portion for your records.

Acceptance of shipment and signing the delivery receipt by you or your representative/s is an acknowledgment that your merchandise was delivered in a satisfactory condition and you are releasing the freight company and NelsonKB.com from all damage claims

How is my order being shipped?

Nelson Cabinetry will ship all orders in the timeliest manner possible, anywhere in the Continental United States that has normal access and does not require special handling to reach the site. The company is not responsible nor liable for any delays in the shipping of your product due to transportation delays, weather issues, or any unforeseen delays that are out of our control. The shipping lead-time will depend on which cabinet style purchased and the destination zip code. Generally we ship within 7 business days of receipt and shipping can take anywhere from 5-15 days depending on location and size of cabinets.

Most items are shipped using a third party shipping company (UPS, FedEx, National Freight Carrier, etc.) that is not affiliated in any way with Nelson Cabinetry. The destination must have “normal access” (accessible by a 53’ semi) and must be within the continental United States. Deliveries include one attempt by the shipping company to deliver the product to the customers. An individual of 18 years or older needs to be present to accept the products. If for any reason the customer is unavailable to accept the order and the product is undeliverable under any circumstances, the customer will be responsible for any extra shipping and handling costs.

It is the customers reasonability to prepare a clean, dry, and accessible area to accept the cabinets. The products will not be unloaded into the home but, rather drop shipped to the garage only. If no garage is available, curbside unloaded is the next available option. Once the products are delivered, it is the customers responsibility to make sure the order is complete, and all items are received. The driver will not unpack the cabinet boxes due to time restrictions; however, if a cabinet box appears to be damaged you may ask to remove the cabinet for further inspection. If you detect any missing items or damaged items from the shipment, you must document them in writing on the paperwork provided by the driver. SEE NOTES ABOVE RE: Accepting the Delivery.

Nelson Cabinetry is not responsible for loss or damage that occurs during shipment, thus it is crucial that you report any visible damage to in the presence of the carrier representative. Damages caused during shipping are not covered under the warranty. All damaged items must be reported within 7 (seven) days after the product has been delivered. Please make sure to take clear photos showing any damage.

What do I need to do on delivery besides unload the cabinets/accessories?

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 back order stock items). Some pieces may be packaged together, i.e. crown molding, fillers, etc. If you can, open any accessory boxes while the driver is there to make sure all pieces are accounted for, if you’re not able to, mark the Bill of Lading (BOL – shipping paperwork that the driver has) that you weren’t able to verify the piece count in that specific box. 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 these items free of charge.

In addition to doing a piece count, you want to check each box for visible damage. The trucking company is required to let you check the outside of each box. 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 very common). 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 and will only approve replacements if the damages are noted on the shipping paperwork (Bill of Lading – BOL) on your delivery.

What is a curbside, end-of-truck delivery?

If shipping to a residential address, it is a curbside, end of truck delivery. Curbside, meaning the delivery will be made either at the curb or in your driveway, depending on what the driver deems the easiest and safest way to deliver your order. 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 (NOTE: this is a perfect time to do a piece count and inspect each box for damage).

What is a lift gate?

The liftgate is like an ‘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. Certain orders will not be able to use a lift gate due to the size of the pallets used for delivery. If your order is able to utilize a lift gate, it will be automatically included on your delivery free of charge!

Will I be able to accept my delivery by myself?

Many cabinets will be very large and heavy (in excess of 50 lbs) so having 1 or 2 additional people to help is highly recommended. The delivery drivers work for the freight companies (not NelsonKB.com) and for insurance purposes, are not able to assist in unloading any cabinets so he or she would not be able to help during this process.

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