Refund/Rebill:
Should you discover a discrepancy on a price after an order has been placed, it is the policy of Lowe’s Corporate that
a refund and rebill be completed. The store will be responsible for completing the refund and rebill. The designer must
reissue the order without the discrepancy, and the reissued order must have a new purchase order number.
How to Order Add-On Parts:
• Generate a new order via XP or new PO, and reference the original PO# under vendor special instructions.
• A fax acknowledgement will be sent when the order has been entered.
• Add-On Parts have an estimated 10-day turnaround from order to ship.
• Track your order on
or on your Open Order Report.
• For an order to qualify for this program, it must be for the same consumer, placed within six months of the
original cabinet order delivery and include no more than six cabinets. To expedite your order, call customer care
with the original PO number.
Canceling an Order:
• Once an order has been put into production, it can be canceled and is subject to a restocking fee.
• Orders must be cancelled via phone. Designers should document the date and time of the call, along with the
Customer Care representative that they spoke with.
• Once installed, cabinets cannot be returned.
Delivery
Delivery Process
• KraftMaid Cabinetry will arrange deliveries by calling the consumer for home deliveries or the store for in-store
deliveries.
• Orders containing six or more cabinets ship via HMD, unless authorized by a store manager at the time the order
is placed.
• Orders of five cabinets or less will ship to the store unless a Home Delivery (HMD) fee is paid.
• If an EDI order of five cabinets or less populates as a HMD with the customer’s address, KraftMaid Cabinetry will
process the order as a HMD regardless of the number of cabinets.
• A home delivery fee is added to the invoice on all HMD orders.
• Home delivery is now available in Alaska and Hawaii.
When to Order Replacement Parts:
• Design error (a new PO is required).
• Damage – as soon as it’s delivered. If a customer received the product and the packaging is visibly damaged,
they can request that the driver open the package. The customer is then responsible for contacting the store for
reordering if there is damage.
-To report Alaska and Hawaii damages, speak with your field sales rep
• UPSable items can be replaced with an RP number. Larger pieces will be given a store credit and a new order
should be submitted.
• Missing – at the time of delivery.
• Installer error – during installation (a new PO is required).
• A fax acknowledgement will be sent for replacement part orders.
• Must be within 90 days of receipt for damage, defect, or mis-built items.
Return Authorization (RA):
• Items should be returned to the store.
• Must be reported within 90 days from actual delivery date.
• Only a portion of the order amount will be credited.
• Must be uninstalled.
• Contact Customer Care for questions or to report an RA (888) 562-3413.
As long as they own it, we warrant it. KraftMaid
®
cabinetry isn’t just a purchase, it’s an
investment. We believe in quality craftsmanship. We also believe that quality craftsmanship
should last a lifetime, not just a set number of years. Simply put, your customer’s investment
is protected as long as they own it. If you have a customer with a warranty issue, please
direct them to Customer Care at (888) 562-7744.
