Terms and Conditions

Order Processing
Order Processing
General Information
  • Hours of Operation and Contact Information:
    • Prime Cabinetry 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 844-540-1885 or customerservice@primecabinetry.com with any questions or concerns.
  • Account Information:
    • By creating an account with Prime Cabinetry, 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. Prime Cabinetry 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 Prime Cabinetry 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:
    • For details on how to place a secure online order, watch our tutorial video HERE .
    • 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, Prime Cabinetry 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 Prime Cabinetry with or without notice.
    • Quotes created either by the account holder or a Prime Cabinetry 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.
    • Availability of our semi custom cabinet line is currently limited to a set number of zip codes. Prior to placing an order, please check if we serve your area.
    • 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
  • Ordering Samples:
    • For details on how to place an order for samples, watch our tutorial video HERE .
    • 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.
  • Semi Custom Blocks & Doors:
    • We offer two options for semi custom cabinet samples including sample blocks and sample doors. Our semi custom sample blocks are 5” x 5” in size and are only intended to provide a small representation of the chosen cabinet finish. Sample blocks do not include the face of a door style. Our semi custom sample doors are 12” x 17” in size and show the chosen finish as well as the style of the door.
    • All semi custom samples are made to order. Due to the nature of hand-crafted finish techniques, samples are subject to color lot differences and the overall finish appearance may vary somewhat from sample order to final cabinet order.
Design & Quote Services
  • Submitting a Free Design/Quote Request:
    • Prime Cabinetry offers a *FREE design service to all account holders. For a step by step on how to submit a design request, watch our short video tutorial HERE .
    • All design requests require specific information that can be found on our measuring guide.
    • For a step by step on how to measure your kitchen and fill out the required measuring guide, view our Free Kitchen Design inquiry page HERE .
  • 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 Prime Cabinetry 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 Prime Cabinetry designer directly.
    • Quotes created either by the account holder or a Prime Cabinetry representative are valid for 7 business days. Product pricing is subject to change at the discretion of Prime Cabinetry with or without notice.
Rush Orders
  • Availability of Rush Orders:
    • The rush order option is a courtesy service that is only available for assembled and unassembled (RTA) items within the Allie Nicole Collection.
    • Rush Order availability is dependent on the Prime Cabinetry 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 Prime Cabinetry 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 Prime Cabinetry with or without notice.
    • Expedited shipping solely applies to the transit phase and does not accelerate the processing of your order within our warehouse.

Products
Finished Sides
  • Stocked Cabinets:
    • Stock cabinets in the Allie Nicole, Bella Rain, and Luna collections are made with finished sides in the corresponding paint or stain.
    • Stock cabinets in the Breanna Madison collection are NOT made with finished sides in the corresponding textured melamine veneer. For this reason, matching skin panels are available to cover an exposed cabinet side as needed. These skin panels are sold separately.
  • Semi Custom Cabinets:
    • Semi Custom cabinets in the Veyla Rose collection do not come with finished to match sides unless specified before ordering. If a customer does not utilize our customize option to finish the side of a cabinet that needs to be, the customer is responsible for purchasing what is suggested by Prime Cabinetry.
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
  • Stock and Semi Custom Cabinets:
    • Many of our cabinet offerings have unique and distinguished characteristics due to the nature of their wood species. The lumber used in some of our products will contain a variety of small knots, both open and closed, mineral streaks and pitch pockets. This is not considered a defect.
    • Variation in the natural characteristics of wood grain, that is often visible on a stained cabinet, is not considered a defect.
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.

Shipping
Shipping
Order Lead Times
  • Assembled Orders:
    • Assembled orders are available for the Allie Nicole, Breanna Madison, and Veyla Rose Collections only. The lead-time for assembled orders is up to 3-5 weeks. Lead times start 24 hours after the order has been placed by the customer. (Lead times may vary, especially during the holidays.)
    • The Veyla Rose collection may incur a 7–9-week lead time depending on the number of custom items in an order.
    • The customer is responsible for providing a dry/secure storage space. (As a reminder, assembled cabinets can take up a large amount of space.)
  • Unassembled Orders:
    • The lead-time for unassembled (RTA) cabinet orders is 1-3 weeks. Lead times start 24 hours after the order has been placed by the customer. (Lead times may vary, especially during the holidays.)
Free Shipping on Qualifying Orders
  • Retail Account Holders:
    • Prime Cabinetry offers free shipping on qualifying retail orders including:
      • Unassembled cabinet orders equaling $2,500.00 or more.
      • Assembled cabinet orders equaling $5,000.00 or more (Example: A retail customer purchasing an assembled $4,500.00 order of cabinets from the Allie Nicole collection would qualify for free shipping on those cabinets.)
      • Semi custom assembled cabinet orders equaling $5,000.00 or more.
    • Any other product categories such as Wood Hoods, Functional Hardware, Decorative Hardware, etc., will ship separately and will be subject to a separate shipping fee.
  • Prime Pro Account Holders:
    • If you are a Prime Pro account holder, please refer to your signed agreement or contact your Prime Pro representative for shipping information.
Calculating Shipping Cost
  • Non-Qualified Orders:
    • Shipping cost for any non-qualified orders can be calculated from the shopping cart by selecting Proceed to Checkout. Shipping cost will depend on the order weight and the destination zip code.
  • Semi Custom Cabinet Orders:
    • Semi custom cabinet orders less than $2,500, will incur a flat rate of $250 for shipping charges.
After Cabinet Purchase
  • All stock cabinet freight shipments from Prime Cabinetry include the following:
    • Residential Delivery/Business Delivery with a Loading Dock
    • Delivery Appointment Window
    • Curbside Delivery/End of Driveway or Similar
    • Limited Access Shipping Upon Request
    • Liftgate Service available for all retail account holders. Prime Pro account holders have the option during checkout to select this feature.
  • All semi custom shipments from Prime Cabinetry include the following:
    • Residential Delivery/Business Delivery with a Loading Dock
    • Delivery Appointment Window
    • First Dry Area Delivery i.e., a garage, carport, or covered porch.
    • Limited Access Shipping Upon RequestStock cabinet deliveries are made M-F, 8am-5pm. (excluding holidays)
  • Semi custom cabinet deliveries are made once a week based on availability for a given area and the day/time of order placement. (excluding holidays)
Address Changes
  • Stock Cabinet Orders:
    • To initiate an address change on an order you placed with Prime Cabinetry, call our office at 844-540-1885 or email us at customerservice@primecabinetry.com to notify a team member.
    • If you need to change your address within the first 12 hours of placing your order (before it has been processed) there will be a minimum $25 Change of Address Fee.
    • If you need to change your address after the first 12 hours of placing your order (after it has been processed) there will be a minimum $75 Reconsignment Fee.
    • If you need to change your address after a delivery attempt has been made, there will be a Redelivery Fee applied. Redelivery fees are dependent on the location of the new address compared to the original address, where in transit the shipper is, and so on. Therefore, it is determined at the time of the address change request. There is no minimum or maximum standard for this fee type.
    • All fees related to changing the address for an order delivery must be paid before Prime Cabinetry can redirect the order with the shipper.
  • Semi Custom Cabinet Orders:
    • Customer requested address changes to the delivery address are not permitted for semi custom orders at this time.
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 Prime Cabinetry 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 844-540-1885 for more information or to see if your address is limited access.

Delivery
Receiving Your Order
  • Stock Cabinet Deliveries:
    • Please watch our Receiving Your Order Video for detailed information regarding your stock cabinet purchase.
    • 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 Prime Cabinetry 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. Prime Cabinetry 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 Prime Cabinetry.
    • Storage Fees must be paid to Prime Cabinetry (not the shipper) before an order can be released
  • Semi Custom Cabinet Deliveries:
    • Semi custom cabinet deliveries will vary by 5-7 business days depending on when an order is placed. Deliveries are made once a week based on availability for a given area and the day/time of order placement. (delivery days exclude holidays.)
    • Confirmation emails will be sent to account holders when Prime Cabinetry has received the order, and again, once it is en route to the local terminal. However, semi custom orders will not include a standard tracking link from the shipper like stock orders. Once the order is at the local terminal, the terminal will call the account holder within the week to schedule a delivery window.
    • Unlike stock cabinet orders, semi custom cabinet orders are delivered to the first dry area. First Dry Area delivery service provides delivery of your item(s) to a location such as a carport or garage. If you do not have a garage the shipper may request to leave the order on a covered porch or even directly inside your home. This service does not include set up or assembly of items or removal of packaging materials.
    • Semi custom orders will be delivered on a smaller box truck and will be taken off the truck by the delivery driver. It is your responsibility to move the order from the first dry area into the home.
  • Semi Custom Cabinet Orders - Failed Delivery Attempt and Fees Associated:
    • After a first/unsuccessful delivery attempt, cabinets will be held by the local delivery company for up to 14 days from the time of arrival to the terminal.
    • After the 14 days, storage charges will be collected by the local delivery company directly at $0.50 per cabinet per day. Charges begin after the 14th day for most locations. (Example: On the 15th day, you are responsible for one day's worth of storage.)
    • EXCEPTION: NJ and CT terminals accrue fees differently. After 14 days, a back charge of $0.50 per cabinet per day will take place starting from day one. (Example: On the 15th day, you are responsible for the entire 15 day’s worth of storage.)
    • Each additional delivery attempt will accrue a charge of $150.00. This will be collected by the local delivery company directly on the date of final delivery.
  • Order Received:
    • THOROUGHLY CHECK YOUR ORDER TO MAKE SURE YOU HAVE RECEIVED all pallets/bundles. You are responsible for confirming that all the items on the order sheet/packing list are delivered by the shipping company.
    • If you are missing any items, please note this information on the delivery receipt.
    • Trims and Mouldings are often shipped in one box.
  • My Order Has Damaged/Missing Items
    • Prime Cabinetry 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.
    • Prime Cabinetry 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, mouldings 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 Prime Cabinetry nor the carrier will be responsible for producing the missing items.
      • Prime Cabinetry 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:
      • Watch our Video on How to Submit a Damage/Missing Item Claim.
      • To complete a damage/missing item claim you may contact the Prime Cabinetry claims department (claims@primecabinetry.com or 844-540-1885) or enter a claim in your account. For missing items, Prime Cabinetry 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 and 2 business days for semi custom 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 Prime Cabinetry 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 and 10 business days for semi custom 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:
      • Watch our Video on How to Submit a Damage/Missing Item Claim.
      • To complete a concealed damage/missing item claim you may contact the Prime Cabinetry claims department (claims@primecabinetry.com or 844-540-1885) or enter a claim in your account. For concealed missing items, Prime Cabinetry 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 and within 10 business days of receipt for semi custom 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 Prime Cabinetry 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, especially in semi custom cabinet finishes, 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. Prime Cabinetry is not responsible for customer dissatisfaction in these instances.

Return policy
Replacement and Return policy
Stock Cabinet Return Policy
  • Prime Cabinetry must authorize all returns. Please contact our customer service department to initiate a return by either emailing customerservice@primecabinetry.com or by calling our office at 844-540-1885.
  • 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, mouldings, 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 844-540-1885 for more information.
    • Prime Cabinetry is NOT responsible for any labor cost, installation cost, or loss of wages that you may incur because of receiving damaged/missing items.
Semi Custom Cabinet Return Policy
  • Our semi-custom products in the Veyla Rose Collection are assembled cabinets that are built to order. Therefore, once an order enters the production process, nothing on the order can be canceled, modified, exchanged, or returned.
  • Our Veyla Rose collection differs significantly from our stock cabinet collections, Allie Nicole, Bella Rain, and Luna. As one example, our semi custom cabinets do not come with finished sides like our stock cabinets do unless otherwise specified. Therefore, before sending in an order, please ensure that it is complete and exactly what you intend to receive.
Sample Door Return and Refund Policy
  • Eligibility for Refund: Customers who order sample doors from Prime Cabinetry are eligible for a refund under two conditions.
    • With a minimum purchase of $250, the samples are refundable.
    • Customers may return up to three sample doors without a purchase for a full refund. However, it's important to note that a customer is entitled to a maximum of three sample door refunds in total, irrespective of the number of sample orders placed or the quantities ordered.
  • Condition of Returned Doors: Sample doors must be returned in the same condition as received to qualify for a refund. Doors that are damaged or altered will not be eligible for a refund.
  • Return Process: Return the sample doors to the specified Prime Cabinetry office. The return address and instructions will be provided upon request.
  • Refund Processing: After receiving and inspecting the returned sample doors, we will process the refund to the original payment method used for the purchase.
  • Return Shipping Costs: The customer is responsible for all shipping costs incurred when returning sample doors. These costs are not covered or reimbursed by Prime Cabinetry.
  • Refund Timeline: Refunds will be processed within a reasonable timeframe following the receipt and inspection of the returned sample doors.
  • Contact Information: For queries or assistance, contact our customer service team at customerservice@primecabinetry.com or call 844-540-1885.
  • Changes to Terms and Conditions: Prime Cabinetry reserves the right to modify these terms at any time. Customers are encouraged to review these terms regularly.
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