Frequently Asked Questions

• Large quantities of a single item or larger orders may trigger a review process that will require TCC approval prior to proceeding.
• Full Payment is required before an order will be processed. (This includes backorders and approved written add-ons).
• Payment can be made by Credit Card, Debit Card, or PayPal.

Any order, or change, that is unable to be completed on the website, must be submitted                               in writing to thecountertopco@gmail.com  Such requests exclude the order(s) from standard lead times.

• Once an order is in process, no changes can be made. Additional items can be processed online as a new order.

      Shipped Order Lead Time

• Express Advantage shipping is available for all flat pack orders and will ship within 5 full business days.

     Warehouse Pick Up Order Lead Time

• Flatpack warehouse pickup orders are processed and made available for pickup within 3 full business days.
• Assembled warehouse pickup orders are processed and made available for pickup within 15 full business days.

• RUSH ADVANTAGE ORDERS will be processed for an additional fee for flat pack orders ONLY. (All orders with rush services are subject to total item quantity review.) The “Rush Fee” only applies to warehouse processing time and does not apply to transit time to your destination.
• “Day One” starts on the NEXT full business day after the order is placed.
• Cancellations after the order is picked will be subject to a 10% processing fee.
• Cancellations made after an order has been loaded onto a carrier's truck, or picked up, are subject to a 20% restocking/processing fee.

• TCC reserves the right to activate or deactivate backorders for certain styles, colors, or SKUs at the company’s discretion.
• Backorder shipping fees are based on the estimated size of the order and are subject to change based on market rates and services.
• The backorder shipping fee only covers one shipment, the backorder will not be not released until all items on the backorder have been replenished in the fulfilling warehouse.

• All LTL freight orders are packaged in individual boxes, placed on a pallet, shrink-wrapped, and strapped.
• All LTL freight shipping charges will be calculated after your request for cabinets has been submitted. You will have the choice to decide to proceed once freight has been disclosed. 

• Blemishes or other damages not impacting the structural integrity of a cabinet will not warrant a full cabinet replacement. TCC reserves the right to provide alternative products or components as solutions.
• Freight claims for obvious damage or shortage can only be accepted when indicated on the delivery receipt.  Please send pictures immediately to thecountertopco@gmail.com of the damaged box before opening.  
• Freight damage claims must be filed within 4 business days. No claims will be allowed without the proper paperwork noting the damage at the time of delivery.
• To file a claim for damage or a shortage, please email us immediately. 
• The following must be included to process the claim:
  • Order number
  • Buyer's name
  • Shipping address for replacements
  • Brief description of damage or shortage, including item numbers and/or parts
  • Pictures of the damaged packaging and product are required to be eligible for full replacement.
• Upon receipt of the damage claim, we will review the request within 48 business hours. Replacements will then be shipped out within 24-48 hours.
• Expedited shipping service is NOT available for replacements and/or parts.
• All damages must be documented and reported upon opening the boxes.
  • Missing items must be reported within one week from delivery.
  • Concealed damages must be reported within 3 weeks from delivery.
• Items that have been assembled and installed cannot be claimed as damaged.
• TCC cannot be held responsible for any labor costs accrued during the installation of any of its products sold via any of its channels of distribution. This includes, but is not limited to, items that may be flawed or have become damaged in transit.

Return Merchandise Authorizations (RMA)

• All returns must be authorized by TCC prior to return shipment.
  • For authorization, please send an email request to thecountertopco@gmail.com
• Returns must be received by TCC within 30 days of purchase.
• All items must be returned in original, unopened packaging, therefore NO RETURNS ON ASSEMBLED CABINETS.
• No returns on trims, mouldings, fillers, panels.
• No returns on discontinued cabinet styles.
• QUALIFYING returns will incur a 20% RESTOCKING FEE.
• The customer is responsible for setting up and covering all return shipments.
• Any returned product DEEMED UNSELLABLE WILL NOT  RECEIVE  CREDIT.

TCC does not guarantee the accuracy of any third-party design software. This includes (but is not limited to) 2020 Design and ProKitchen Design softwares.

We use only the highest quality materials and workmanship to ensure that your cabinets will look great and last for years to come.