Order Processing
General Information
Hours of Operation and Contact Information:
- Sothern Cabinets Customer Service is available M-F 8AM-5PM EST and 8AM-7PM EST on the last two business days of our sale periods.
- Contact us at +1 (843) 903 0585or info@southern-cabinets.com with any questions or concerns.
- Account Information:
- By creating an account with Southern Cabinets, you are responsible for all activities which occur within your account as well as agree that all information is correct to the best of your knowledge. Southern Cabinets reserves the right to refuse service, terminate accounts, remove, edit content, or cancel orders in its sole discretion.
- Customer Order Agreement:
- Before placing an order, it is the customer’s sole responsibility to review and approve all quotes used for purchase. This includes a quote or shopping cart list created by the customer/account holder or one created by a Southern Cabinets team member. We are only responsible for processing orders as received, so please ensure that your quote/order is complete and exactly what you intend to purchase.
- Customer Order Information:
- All orders must be paid in full to be processed and shipped. We accept all major credit cards, Visa, Mastercard, Discover, AMEX, Amazon, and PayPal as well as financing options for retail customers only.
- Once you have placed an order, we will send you a detailed order confirmation for your records to the email address provided in your account.
- Once your order is processed no changes, modifications, cancellations, or refunds may be made.
- If your order has not completed processing, Southern Cabinets may be able to cancel an order. Order processing time will be dependent on cabinet collection, time of day, and time of year. If canceling an order is available, the order will need to be fully canceled and refunded and a new order will need to be placed.
- After processing, an order may be returned but is subject to a restocking fee. Please see the Return Policy section of our terms and conditions for more details.
- Pricing:
- Due to the nature of an ever changing industry, product pricing is subject to change at the discretion of Southern Cabinets with or without notice.
- Quotes created either by the account holder or a Southern Cabinets representative are valid for 7 business days.
- Inventory Policy:
- Although we try our best to maintain 100% accuracy with inventory, there are rare occasions where items may become out of stock. If items in your shopping cart are found to be out of stock, please contact our customer service team for possible ETA’s and special ordering instructions.
- Due to ever changing styles and trends in the Kitchen & Bath industry, our manufacturers may make modifications and or discontinue cabinetry offerings without notice. If your order is affected by one of these changes, we will do everything we can to provide a solution.
Samples
- We highly recommend that all customers order samples. Cabinet finishes will vary in appearance from screen to screen as well as in or under different types of lighting. These can include natural lighting, LED lighting, fluorescent lighting, incandescent lighting, etc. Therefore, obtaining a physical cabinet sample is the best way to see, feel, and experience the cabinet door style and cabinet finish in your home.
Design & Quote Services
- Submitting a Free Design/Quote Request:
- Southern Cabinets offers a *FREE design service to all account holders.
- All design requests require specific information that can be found on our measuring guide.
- Design/Quote Turnaround Time:
- Designs and quotes are returned within 1-2 business days of receiving all the necessary information required to complete them.
- Receiving a Free Design/Quote:
- Our *FREE design/quote service includes an original design and quote, with up to 3 Revisions if needed, for Southern Cabinets products only. Any design service provided beyond 1 original and 3 revised may be subject to a design service fee.
- It is the customer’s sole responsibility to double check and confirm all designs and quotes prior to placing an order. By acknowledging these terms and conditions at the time of check out, the customer/purchaser accepts full responsibility for their design/quote.
- If anyone has questions regarding their design/quote before or after an order is placed we advise reaching out to the corresponding Southern Cabinets designer directly.
- Quotes created either by the account holder or a Southern Cabinets representative are valid for 7 business days. Product pricing is subject to change at the discretion of Southern Cabinets with or without notice.
Rush Orders
- Availability of Rush Orders:
- The rush order option is a courtesy service that is only available for unassembled (RTA) items within the Allie Nicole Collection.
- Rush Order availability is dependent on the Southern Cabinets warehouse meeting normal processing times at the time an order is placed. In addition, the Rush Order option is subject to be removed at the discretion of Southern Cabinets with or without notice.
- How Rush Order Fees Work:
- All Rush Orders are subject to an additional fee of $150.
- You must select Rush Fee at the time of check out for the rush option to be applied.
- The Rush Fee is only applicable to our warehouse processing lead time. The Rush Fee is not applied to the actual transit time frame.
- Rush orders placed by 11AM EST M-F will be available to ship/pick up the same day. All Rush orders placed after 11AM EST will be ready to ship/pick up the following business day.
- Rush order fees are subject to change at the discretion of Southern Cabinets with or without notice.
Products
Hinge Placement
- Assembled Cabinets:
- Hinge placement for cabinet doors must be selected for all assembled orders prior to purchase. If waste container pull outs or other functional hardware pull outs are purchased separately, keep in mind the cabinet door will already be installed per the selected hinge placement.
- Any waste container pull outs or functional hardware pull outs purchased from our Cabinetry Hardware section are considered sold separately and are not guaranteed to be pre installed into the cabinet.
- The customer is responsible for adjusting the door on site to accommodate any functional hardware purchased separately.
- Unassembled Cabinets:
- Hinge placement selection is not required for unassembled (RTA) cabinet orders.
Cabinet and Wood Characteristics
Finishing Techniques
- Glaze Finish:
- Glazing is a hand-crafted finish technique that is expected to have some inconsistency, dripping, and variation from cabinet to cabinet.
- Paint vs. Stain Finish:
- Paint finished cabinets will differ from stain finished cabinets. If a stained finished cabinet is scratched during normal daily use, some of the stain often will remain in the wood grain. Painted finishes, because they sit on top of the wood grain, will leave the raw wood visible if chipped. This is normal and to be expected.
- Cabinet Finish Expectation:
- Due to the nature of hand-crafted finish techniques, color lot differences should be expected and the overall finish appearance may vary somewhat from order to order.
Restricted Area/Limited Access
- What Is Limited Access?
- Some destinations may have special circumstances including, but not limited to, ferry or bridge tolls, remotely rural areas, mountainous locations, densely populated areas, areas not accessible by a 53’ semi trailer, or locations that require other specific delivery instructions.
- If an address is limited access, and Southern Cabinets is notified by the shipper, a member of our Customer Service team will contact you for additional payment and lead time. Please let your Designer or Customer Service agent know if you are aware that your destination may have limited access.
- Limited Access Fees:
- *Additional fees apply if standard delivery methods and the location are found to have restrictions. Cabinet orders being shipped to an address that is considered to have limited access will incur an additional shipping charge that may not be determined until after the purchase is made. Minimum charge of $125 will be required.
- Contact Customer Service prior to placing your order at+1 (843) 903 0585 for more information or to see if your address is limited access.
Delivery
Receiving Your Order
- Stock Cabinet Deliveries:
- Confirmation emails are sent to all account holders after order placement. Once your stock cabinet shipment is on the way, you will receive tracking information from Southern Cabinets via email.
- You will receive a phone call from the carrier, 24 hours prior to delivery, to schedule your appointment window.
- Deliveries are scheduled Monday through Friday Between 8 AM and 5 PM for stock cabinet orders. Delivery times are in four-hour increments.
- At the time of delivery, you will need a mobile device/camera to take photos, a writing utensil, and your itemized order confirmation.
- Stock cabinet deliveries are “CURBSIDE” only.
- Curbside delivery service provides delivery of your item(s) to the curb at the end of your driveway. This service does not include set up or assembly of items or removal of packaging materials. Your item will be delivered on a 53’ semi and will be taken off the truck by the delivery driver. It is your responsibility to move the order into a clean dry area.
- Stock Cabinet Orders – Failed Delivery Attempt and Fees Associated:
- After a first/unsuccessful delivery attempt, your stock cabinet order may or may not be held by the delivery company at the local terminal. Southern Cabinets cannot guarantee an order will be held for stock cabinet orders. Factors to consider include, but are not limited to: the assigned freight carrier’s storage policy, the amount of space available at the local terminal, proper storing conditions, etc.
- Storage fees associated with stock cabinet orders are addressed on a case-by-case basis. If you have any questions please contact our main office.
- Any storage fees associated with holding a cabinet order will be charged to the customer directly by Southern Cabinets.
- Storage Fees must be paid to Southern Cabinets (not the shipper) before an order can be released
My Order Has Damaged/Missing Items
- Southern Cabinets will not refund damaged items. Therefore, a damage or missing item claim must be filed correctly by the account holder to obtain a replacement solution. Details for how to submit a damage or missing item claim can be found below in this same section of the terms and conditions.
- Southern Cabinets is NOT responsible for any labor cost, installation cost, or loss of wages that you may incur because of receiving damaged/missing items.
- Freight Damage/Missing Items:
- The person who receives the order is responsible for thoroughly inspecting the cartons to ensure the order was delivered complete and that there is no visible damage to the packaging.
- Any visible damage upon delivery must be noted on the delivery receipt given to the recipient at time of delivery. (This is NOT the packing list attached to the pallet).
- DO NOT REFUSE THE ORDER. Any order refused will be subject to potential reconsignment fees to be paid by the customer. If you find that you have missing/damages to any of the cartons, you must notate that on the delivery receipt. (This is not the packing slip attached to the pallets but the paperwork the driver provides)
- Be sure to retain a copy of the delivery receipt for your records. (Please note, trims, moldings and accessories are often packaged together in an 8ft box). Sign the driver’s delivery receipt once you have double checked the whole order and are certain you have received everything. If you sign confirming you have received everything and later find that you are missing something, neither Southern Cabinets nor the carrier will be responsible for producing the missing items.
- Southern Cabinets is NOT responsible for any labor cost, installation cost, or loss of wages that you may incur because of receiving damaged/missing items
- Submitting a Freight Damage/Missing Items Claim:
- To complete a damage/missing item claim you may contact the Southern Cabinets claims department (info@southern-cabinets.comor +1 (843) 903 0585) or enter a claim in your account. For missing items, Southern Cabinets will submit a claim with the carrier and begin processing a replacement order.
- Any damaged, missing, or defective parts require the following: wide angle & close-up photos of damaged product and box with visible SKU.
- Freight damage/missing item claim must be submitted within 5 business days for stock cabinet orders from the order receival date. No claim will be approved without proper paperwork and photos notating damaged/missing items.
- All claims will be reviewed by Southern Cabinets in 24 to 48 hours. If additional information or photos are required a member of our claims department will contact you.
- Any claim submitted without proper photos and descriptions will be denied.
- Concealed Damage:
- It is imperative that you take and submit photos (labeled with the SKU) of damaged items prior to assembly/Installation. DO NOT ASSEMBLE/INSTALL any damaged items. Any photos of installed or customer assembled cabinets will be immediately denied.
- Once you receive your order you have 15 business days for stock cabinets to open the cartons, inspect the contents, and report any damages/defects. It is important to open all packages to determine if the contents inside were harmed. Once you begin this process, please make specific notes as to the SKU and the specific items damaged during transit.
- Submitting a Concealed Damage Claim:
To complete a concealed damage/missing item claim you may contact the Southern Cabinets claims department
- enter a claim in your account. For concealed missing items, Southern Cabinets may require additional information to process the claim.
- Any damaged, missing, or defective parts require the following: wide angle & close-up photos of damaged product and box with visible SKU.
- Concealed damage claims must be submitted as one claim within 15 business days of receipt for stock cabinet orders. Missing concealed item claims must be submitted within two weeks of receiving the order. Therefore, customers should open all boxes and thoroughly inspect each item prior to placing a claim.
- All claims will be reviewed by Southern Cabinets in 24 to 48 hours. If additional information or photos are required a member of our claims department will contact you.
- Any claim submitted without proper photos and descriptions will be denied.
- Shipping Information for Replacement Items:
- Expedited shipping is NOT available for replacement parts, and replacement orders will be processed as quickly as possible.
- In most unassembled (RTA) cases a replacement part will be shipped to replace the damaged piece. In the event a pre-assembled cabinet is structurally damaged we will replace the entire cabinet.
- Approved unassembled (RTA) replacements will ship in 1-2 business days.
- Approved stock assembled replacements will ship in 5-7 business days
- Approved semi custom assembled replacements will ship in 3-5 weeks.
- Color Matches for Replacement Items:
- While we strive to maintain consistent finish colors, we find that replacement items in some finishes benefit from being matched much more precisely with a color matched sample. So, when producing replacements for damaged, shorted, or defective items, customer service may request a finished wood part off the job/from the customer to serve as a color match.
- If a color match sample is not submitted for replacement parts upon request, the customer risks receiving a less-than-desirable color match for their replacement item. Southern Cabinets is not responsible for customer dissatisfaction in these instances.
Return policy
Stock Cabinet Return Policy
- Southern Cabinets must authorize all returns. Please contact our customer service department to initiate a return by either emailing info@southern-cabinets.com or by calling our office at +1 (843) 903 0585.
- Returns must be requested within 30 days of placing the order.
- You will be issued an RMA# and the return address for the return items.
- All items being returned must be in the original, unopened packaging.
- There are NO returns on any assembled cabinets, opened boxes, damaged items, discontinued/clearance items, panels, fillers, moldings, and accessories.
- Customers are responsible for all return shipping fees and up to a 30% restocking fee.
- Any product returned that is damaged, opened or in un-sellable condition will NOT receive a credit
- Credits for qualified returns will be issued once the product is restocked (within five business days of receiving the return)
- All refunds will be credited to the form of payment used on the original order. Credit card refunds may take 5-10 business days to reflect on your statement.
- Credit applied is for the product being returned only, minus the restocking fee.
- No credit will be issued for lost or damaged items that occurred during transit or that have been assembled or installed by the customer.
- Contact Customer Service at +1 (843) 903 0585for more information.
- Southern Cabinets is NOT responsible for any labor cost, installation cost, or loss of wages that you may incur because of receiving damaged/missing items.