We’re happy to announce Willow Lane Cabinetry will be joining The RTA Store.

We'd like to thank all of you for your continued support and are excited to announce that Willow Lane Cabinetry will now officially be a part of The RTA Store family. All of our cabinetry collections will continue to be available through TheRTAStore.com and all our current customers will also be able to contact us at The RTA Store for assistance with any past, present and/or future orders. We have decided to merge our two brands together in an effort to provide the best customer experience possible and look forward to working with you in the future!

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FAQ

Orders

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.

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.

Do I need to be home to accept my delivery?

If your order is shipping with a freight company, you must be home for the delivery, if not, the freight company won’t be able to deliver and they will charge you a re-delivery fee. After your order ships, customer service will email you a shipment confirmation which includes all your shipping information. Then, once the order arrives at your local freight terminal, the freight company will contact you to schedule the delivery date. This way, you will know exactly when to expect them. If your order is shipping Ground (with FedEx or UPS), no one needs to be home, the package(s) will be left even if no one is there.

Delivery

When will my order ship?

Most cabinetry orders will ship in 5-7 weeks.

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 additional 1-6 business days. After your order arrives at the terminal, the freight company will contact you (at the number you entered with your shipping address) to schedule the exact delivery day.

Will I receive my entire order in one shipment?

Various finishes ship from different warehouses throughout the USA. If you are ordering multiple finishes, you may receive separate shipments depending on which warehouses they are being shipped from. You will receive confirmation emails whenever your order (or part of your order) has shipped. Inside cabinet accessory items would also ship separately (trash inserts, pullouts, etc...)

Returns / Cancellations

Where can I return door samples and how will I be refunded?

Once received back, you will be refunded the price you paid for the sample(s), not including any expedited shipping charges you added to your order. The refund will be processed in the same way you placed the order (credit card, PayPal, check, etc...). If it has been more than 60 days from your date of purchase, a refund will have to be issued in the form of a check unless you have a PayPal account, then it can also be emailed to you.

Please return all samples to the below address and be sure to include your name and order number to ensure a prompt refund:

2345 Route 52
Suite 1A
Hopewell Junction, NY 12533

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

Since all orders are pre-assembled and made to order, they cannot be cancelled after 24 hours.

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?). We will also need the delivery paperwork that noted the damage (paperwork the delivery driver had).

Damages

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 Willow Lane Cabinetry using this form: Claims/Damages Form.

You will have 5 days to open all cabinet/accessory boxes and inspect for any damages, defects, or missing items.

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. The manufacturer 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.

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

If replacements parts are needed, Willow Lane Cabinetry 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.

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