What if I want to cancel my order right after I place it?

You have 24 hours to cancel your order after it’s placed on NelsonKB.com.  Please call our offices at 832-998-6598 or email customer service at customerservice@NelsonKB.com and we will take care of the cancellation for you. There are no fees if canceled within 24 hours. If it’s after 24 hours, and your order has already begun being packed for shipment, we may not be able to cancel the order without a fee. We will let you know if there is a fee to unpack the order and restock it.

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

If you need to cancel your order that is in transit to you, we would need to contact the freight company to have it returned to the warehouse. You would be responsible for any return shipping fees being charged by the freight company, in addition to the initial shipping charge you paid when placing the order and a 30% restocking fee. Once the order is returned to the warehouse, you will be refunded less the shipping and restocking fees.

Do I need to be home to accept my delivery?

Yes - If your order is shipping with a freight company, you must be home for the delivery. After placing your order, customer service will email you a shipment confirmation which includes all your shipping information. Once the order arrives at your local freight terminal, the freight company will contact you to schedule the delivery date that is convent to you. You will know exactly when to expect them.

No - If your order is shipped with Ground shipping, no one needs to be home, the package(s) will be left just like any other package delivered by the mail service.

How can I pay for my order?

We accept MasterCard, Visa, Discover, American Express, PayPal, Bank Checks and Money Orders.

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.

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.

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

What if something on my order is out of stock?

In some cases, there will be certain items out of stock. If this is the case, we will notify you and let you know when it will be in stock. Then you will have the option to:

1) Ship all in-stock items right away and the out-of-stock item(s) when they come in. You may be responsible for additional shipping charges

2) Wait until all items are in, then ship complete

3) Cancel the out of stock item(s)

4) Switch the out of stock item(s) to another item that is in stock and ship the order (ex: switch a 15" drawer base to a regular 15" base, or a 21x30 wall cabinet to a 18x30 wall cabinet with a 3” filler). If the items being changed result in a higher cost, you would be responsible for the difference and if they are a lesser cost, you would receive a refund for that amount.

When will my credit card be charged?

Credit card authorization is needed before an order can be processed so your credit card will be charged when your order is placed.

When will my order ship?

Most Ready-to-Assemble orders will ship in 3-15 business days.