PRODUCT SHIPMENT / SHIPPING DAMAGES / CONCEALED DAMAGES

Customers understand that any order that has shipped from any manufacturer location cannot be cancelled and must be accepted and returned in accordance with the Millwork City product return policy. In cases where the customer refuses shipment and does not accept delivery and does not acquire the required return authorization number, the customer agrees to waive any right to refund and also agrees to pay any additional charges billed from the freight carrier to Millwork City or any of its manufacturers for any product(s) not accepted for delivery.

Customers understand that in cases where they have selected a shipping method for any item that is dimensionally oversized, which would require freight as the only valid shipping method, they will notified by Millwork City that their order has been cancelled and refunded with the requirement of the customer to repurchase of the selected item using freight as the selected ship method. The customer understands that there may be certain products displayed on the Millwork City website that may show incompatible shipping methods due to oversize restrictions or manufacturer requirements.

It is the policy of Millwork City that all products be inspected upon receipt of any freight shipment and any such damages be notated on the Bill of Lading (BOL). If products are received damaged, please contact Millwork City upon receipt of damaged items to report damage within 48 hours. Customers are responsible to inspect their ground shipments for concealed damages within 48 hours of the receipt of any small package shipment.

Lift gate services will be included and provided for with assembled cabinets orders. Customers who have ordered ready to assemble orders will not receive lift gate service without paying for lift gate services, regardless of whether the shipment qualified for free shipping. All customers will receive curbside delivery only and in cases where the customer has a street or driveway that is not accessible by tractor trailer, the customer must decide with the shipping carrier to unload the product at an accessible location for the tractor trailer. Customers with oversized items such as wall pantries or oven cabinets must be aware that they do not fit on a lift gate, and they will need to break down the pallets themselves to get it off the truck (regardless of shipping method).

Customers that decline the liftgate service offered on the Millwork City website understand that they prepared to have a forklift on site or a crew to hand offload any delivery shipment. The freight carrier will charge a minimum detention fee of $150.00 if the customer takes more than 20 minutes to unload the pallet(s) from the delivery truck. The customer agrees that in cases where the freight carrier charges Millwork City any detention fee that the customer will reimburse Millwork City for any detention fee.

Customers who request a change to their shipping location after the shipment has been shipped by the manufacturer, in cases of freight shipments, will be subject to a $150 reconsignment fee. Customers are responsible to schedule and receive any freight shipment in accordance with normal business hours 8 a.m. to 4 p.m. and normal business days Monday to Friday.

Customers who have scheduled a delivery date and time with any freight carrier, in cases where the product has been loaded and prepared for delivery, the customer will be subject to a $150 re-delivery fee if they are unable to accept delivery due to their failure to meet the delivery truck. Customers who delay or refuse to accept shipment to their location or are unavailable to receive shipment after their product has shipped from the manufacturer will be subject to payment of storage fees that are billed by the subject freight carrier.

Millwork City will make every effort to ensure that you receive your order without damage, however on occasion there are conditions beyond our control that will cause damage during the shipping process. Should you receive a damaged item, please forward a picture(s) of the damages including all packaging and products. Notify us at once by using the damage report form found on the Millwork City home page or contacting damages@millworkcity.com for assistance on how to file a damage report.

Upon notification of any damage, Millwork City will ship a replacement part out as soon as possible. Customers must indicate on any visible damages on to the freight carrier's bill of lading before acceptance of shipment of ordered products. If damage is not noticed until the package is opened (known as concealed damage) write on the bill of lading that there was no visible damage to the boxes but was not checked for concealed damage. We will handle all damage claims submitted within 48 hours of product delivery, but we must have documentation in order to process any claim for damage. Customers are responsible to sign the bill of lading assigned to their order with the correct shipping address where the order is received.

Please count and examine all packages at time of delivery. If there is a shortage, please note how many cartons are short on the freight carrier's shipping ticket and send a copy of the shipping ticket.

Please make sure you sign the correct BOL that indicates your name and the delivery address of where the shipment is being received. If there is an issue with the delivery paperwork, please contact Millwork City immediately!

All 96" long plywood panels are subject to end damage during shipping. We only guarantee 90 good usable inches on all 96" long panels. 48" wide panels are subject to edge damage. Therefore, we only guarantee up to 42 of good usable inches on these panels.

In the cases where a customer picks up a freight shipment from a freight carrier shipping terminal or a manufacturer facility, the customer must inspect the shipment for any damages in its entirety. Additionally, the customer takes responsibility for any damages not noted on the BOL from the terminal to the final destination or on the pickup ticket in cases of a factory pickup.

Millwork City will not be responsible for shipping damage claims unless they are reported within 48 hours of delivery / receipt of the product by the customer. Any damage claims must be submitted to damages@millworkcity.com with photographs of any visible damage. The customer understands that any damage claim requires allowance of the manufacturer to pick up any damaged product from the delivery address before credit will be issued.

In any case of shipping damages, including any cabinet order, the customer understands that replacement product or parts needed for repair of the product will be sent by the manufacturer after the confirmed receipt of the required Millwork City damage report that can be found on the Millwork City home page. The damage report submitted to Millwork City must contain photos supporting any damages being claimed. Only the items marked by the customer on the BOL being received as damaged shall be considered for replacement.

Millwork City will not be responsible for packages that have been delivered to the assigned delivery address and stolen by others.