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 NelsonKB.com 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, NelsonKB.com 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