Order Processing & Payment
- All orders from ROC-approved customers will be accepted online at www.roccabinetry.com or submitted by your sales rep.
- Full Payment or a 15% non-refundable deposit is required before an order will be processed, except for customers with Net Terms. (This includes backorders and approved written add-ons for orders placed offline)
- Payment can be made by Credit Card, Debit Card, Wire transfer, Check (requires at least 2-4 business days waiting period for funds to clear), or Cash.
- Once the order is in process / submitted, no changes can be made to the original order. Add-ons or changes can be processed as a new order.
- Cancellation Policy: A 15% restocking fee, up to $1000.00 will be applied to all order canellations and be deducted from the refund of the original payment.
- A 15% restocking fee will be applied for any exchanges/returns before an order leaves the warehouse.
- A 15% handling/restocking charges for items that are returned/exchanged in the unopend/original package within 30 days.(in-store inspection is required)
- Offline Orders Next day pick up (10am or later) - orders must be placed (submitted) and paid in full before 12PM E.T. (This is an estimate only and not guaranteed. High volume, weather, and other circumstances may affect the actual order processing and transit times). Orders submitted after 12pm E.T. required an additional day for pickup.
RUSH ORDERS will be processed for an additional cost. (Online order rules may vary)
- Walk-in/Same day pick up of flat pack cabinets - orders must be placed (submitted) and paid in full offline, including the 8% rush fee. This applies to all offline orders placed before 12:00 p.m. E.T.
- Walk-in same day rush order will be needed to pick up at multiple locations.
- Next day pick up (10am or later) - orders must be placed (submitted) and paid in full, including the 8% rush fee. This applies to all offline orders placed between 12:00 – 4:00 p.m. E.T. (This is an estimate only and not guaranteed. High volume, weather, and other circumstances may affect the actual order processing and transit times). Orders submitted after 4pm E.T. will be processed on the following business day and require an additional day for pickup.
- Rushes are unavailable for ship-out, assembly orders and discontinued lines.
- For online orders, please select “RUSH FEE” at the checkout by 03:00 PM E.T. to have the rush applied for the next business day pick-up (10am or later). NO RUSH services provided for the online order placed after 3pm E.T., the order will be processed at the next business day with regular lead-time.
- NO SAME DAY PICK-UP FOR ALL ONLINE ORDERS!
- For online orders: A 8% rush surcharge will be applied on site if the customer shows up before the scheduled pickup date.
Order Pick Up & Storage Charges
- All flat packed orders (in-stock items only) will be ready to pick up after TWO full business days. (Online orders required AN additional day). Assembled orders require seven full business days. (This date is an estimate only and not guaranteed. High volume, weather, and other circumstances can affect the actual order processing and transit times). Customers must have a Sales Order Number for in-store pickup.
- ROC offers 30 days of free storage from the order purchasing date. Orders not picked up after 30 days will be subject to a storage charge of $20 per standard pallet per day, $40 per oversized pallet per day.
- The order will be cancelled if the company does not get any response from the customer by the LFD, the cancellation fee of 15% (up to $1000.00) will be deducted from the refund of the original payment.
LTL and FedEx/UPS Shipping and Delivery
- All flat packed orders (in-stock items only) will be ready to ship out within 4-8 full business days after payment is received in full. Assembly orders will require 7-10 full business days. (This date is an estimate only and not guaranteed. High volume, weather, and other circumstances can affect the actual order processing and transit times)
- All freight orders are packaged in boxes, placed on a pallet, shrink wrapped & strapped. Some small individual orders (under 50lbs) will be shipped via UPS/FedEx in individual boxes.
- For orders placed with customer service or sales representatives, all freight LTL shipping charges are calculated by customer service and charged separately. A Customer Service Representative will send an email to the customer prior to processing the order. The customer must approve and confirm the shipping charges prior to order processing.
- For online orders, ship-out option only available for RTA orders, and the shipping charges will be included when choosing LTL delivery (Orders exceeding standard LTL sizes are subject to additional fees for Full Truckload shipping)
- Shipping/Handling charges will be applied:
Pallet fee: 48” *45” -- $20.00; 96” *44” -- $40.00
FedEx/UPS handling/wrapping fee: $15.00 for the first 2 items and extra $5.00 for any additional items.
- Transit time is 5-10 business days standard with LTL carriers. Please allow at least one extra day for residential delivery and delivery appointments. (This date is an estimate only and not guaranteed. High volume, weather, and other circumstances can affect the actual transit time)
- Customers will receive a tracking number by email after the order has shipped.
- All destinations must be tractor/ trailer accessible, or Limited Access fees will be applied ($200 or more).
- For Residential Deliveries – The freight company will contact the customer 24 hours in advance to schedule delivery (usually a 3-4-hour window).
- Shipping charges cover one delivery attempt. The customer is responsible for any additional shipping and handling charges for delivery failure due to customer circumstances.
ROC Delivery Policy
- The driver is only responsible for placing the pallet on the ground floor for residential deliveries. For online orders, Lift Gate and Delivery Appointment Services must be selected at the time of check out.
- Address classifications are based on city zoning; therefore, it is possible to have a commercial property in a residential area. In this case, the delivery would be considered residential and subject to the residential delivery fees and conditions.
- A responsible party must be present to inspect, inventory, and sign off on the delivery.
- Customers MUST notate if the number of pallets delivered does not match the number listed on the driver’s POD copy.
- Careful inspection of packaging conditions is vital to freight claims. Even if it is not clear whether the contents inside contain damage due to the exterior’s condition, the customer MUST indicate on the POD to claim concealed damages in the future.
- Do not reject damaged items. SEE IMPORTANT NOTES BELOW ON MISSING AND DAMAGED ITEMS.
ROC In-town Delivery Service
Assembly and Modifications
- Assembled cabinets are only available for warehouse pickup
- A limited number of modifications are available ON BOTH ASSEMBLED & RTA ITEMS.
- Modifications exempt the entire order from normal lead times.
- Full payment must be received prior to assembly and modifications.
Assembly Fees
- Richelieu / all third-party items/inserts/pulls are not included*
- Install roll-out tray is not included*
Modifications Fee
- Custom Shelf is $50 per piece*
- Dovetails will not be available for any modification*
*The Company reserves the right to change terms and conditions at any time without prior notice.
Regular Return
If a customer is unsatisfied with the product in any way, ROC accepts returns under the following guidelines:
- All returns will need to be authorized by ROC Cabinetry before shipment. For authorization, please send an email request to claim@roccabinetry.com.
- For all personal returns/exchanges, our warehouse inspector will check the return items and submit the return/exchange form to the ROC office for any qualified returns/exchanges.
- ROC Cabinetry must receive returns within 40 days from the date of purchase.
- A restocking charge (details refer to restocking fee policy) and freight charges will be incurred and are the customers’ responsibility. All items must be in original carton, unused and re-saleable condition.
- The customer is responsible for setting up all return shipments.
- Any returned product, which is deemed unsellable, will not receive a credit.
- Returns cannot be made after the customer has modified or installed the product.
- ROC Cabinetry will not process any returns if the product returned is missing or incomplete/damaged from the original shipment.
Restocking Fee Policy
**Un-opened flat-pack**
- There will be a 15% handling/restocking charges for items that are returned/exchanged in the original package within 30 days.
- There will be a 35% handling/restocking charges for items that are returned/exchanged in the original package after 30 days.
- NO returns/exchanges after 40 days.
**Opened flat-pack**
**Assembled Cabinets**
- NO RETURNS/EXCHANGES ON ASSEMBLED/MODIFIED
**Special Items**
- All third-party products are sold as-is, and all sales are final.
Credit Memo
Customers can choose from store credit or a refund via the original payment method. The credit is contingent on the warehouse examination of the product. Please allow at least 7-14 business days processing time for any refund to your Credit Card.
*Any returned product DEEMED UNSELLABLE WILL NOT RECEIVE CREDIT.
Missing or Damaged Items Claim
- For factory defects, missing parts claims must be filed within one month after order picked up, and all claims must be filed via email with required information listed below. No claims will be accepted after one month.
- Freight damage claims must be filed within 72 hours, and all claims require proper paperwork. (Make a note of any damage or shortages on the Proof of Delivery (POD); all exceptions should be noted. An exception stated on the BOL/POD doesn’t mean customers must file a claim. However, if no exceptions are noted, including the concealed damage, claims cannot be accepted).
- We always work hard to deliver premium products to our customers. In the case that the customer notices any defects or damage/loss, email us at claim@roccabinetry.com within 72 hours of receiving the order (required details to file a claim for defect or shortage are listed below).
- Once we receive your email, we will promptly send a confirmation email and proceed with shipping replacements without delay.
- If the product has been already installed and is not in its original packaging, a damage claim will not be accepted.
- ROC Cabinetry will not be held responsible for any labor charges accrued during installation through any of its multiple distribution channels.
- For Online Orders, please submit your claim case online under your account by selecting the order# and Sku#, damaged parts picture uploading is mandatory, and reach out to weborders@roccabinetry.com if you need any further assistance.
To file a claim for defect or shortage, please follow our damage claim policy and include the following:
- Sales Order Number
- Buyer’s Name / Customer Account Name
- Shipping address
- A brief description of defect/damage or shortage, including item numbers or parts, and the supporting documents, e.g. correctly notating damages/shortages to the BOL/POD.
- PICTURE of the damage is required (A full shot of the entire item/cabinet; A close shot of the defected part(s) of the item; A picture of the cabinet box with the SKU & PO# shows up; Make sure the pictures are clear and not blurry).
- Upon receipt of the damage/shortage claim, we will send a confirmation email and proceed with shipping replacements as soon as possible.
- Expedited shipping service is NOT available for claim replacements and parts.
- All Trims will be cut off to 90" long to fit the small parcel shipping standard, ROC will offer an extra piece as a compensation.
- All damages must be documented and reported upon opening the boxes. Items that have been assembled or installed cannot be claimed as damaged.
NOTE: ROC photographs all shipments in good condition before being shipped; we are not responsible for package damage(s)/loss during shipment when ROC does not provide freight service. ROC is not responsible for shipping charges on reordered items.
For better satisfaction, it is always advisable to check your package in and out before accepting the delivery. Also, consider the model specifications you have ordered and installation guides for hassle-free installation of the products. If there is any damage, immediately get in touch with the customer care executives in the returns department.
ROC has a right to decline the claim if there is no notation for any loss or damage to the freight or the outer packaging indicated anywhere on the delivery receipt. We appreciate your business and sincerely regret any freight loss or damage claim filed.
Due to the high call volume, we will not be able to discuss any claims by phone. Please email us at claim@roccabinetry.com.
At ROC Cabinetry, we are governed by honesty and integrity at personal and professional levels. We understand that profitability is critical to growth, and growth can only be achieved through impeccable quality and complete customer satisfaction.
