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Shipping / Delivery Information

All in-stock orders will follow a standard lead time of up to 14 business days, plus freight transit time. This lead time may be extended in the event of any revisions to the original order by the customer or backordered items. Once your order leaves our warehouse, you will receive an email containing tracking information for your shipment. The freight company will call 24 hours in advance to schedule your delivery appointment and ensure that someone is available to accept the shipment. We recommend the buyer does not schedule installation until product is received.

*Please note* Free shipping is only available within the contiguous U.S. on unassembled orders over $2499 shipping from one warehouse. Assembled orders over $2499 qualify for free shipping in the following states ONLY:

  • Wisconsin
  • Illinois
  • Michigan
  • Indiana
  • Ohio
  • Pennsylvania
  • New York
  • New Jersey
  • Delaware
  • West Virginia
  • Virginia
  • Kentucky
  • Tennessee
  • Mississippi
  • Alabama
  • Georgia
  • Florida
  • South Carolina
  • North Carolina

Assembled orders to any states other than those contained in this list will be subject to additional shipping charges. Orders shipping from two different warehouses will incur a $225.98 fee. Orders shipping from three or more warehouses will incur a $350.98 fee.

Upon product delivery, please do the following:

  • Please inspect the shipment immediately. Photos are not required, but are recommended for your personal records and safety in the rare event that a freight claim needs to be filed.
  • Make a notation of any damage and/or shortages on the delivery receipt with a representative from the carrier present before accepting the order, but do not refuse the order. If the order is refused, the buyer will be responsible for applicable freight charges to and from the destination.
  • Please note finished plywood panels or skins may be packaged on the bottom of the pallet under cardboard for the best protection. Do NOT mistake this for packing materials.
  • If you ordered any trim, please be aware that it might be coming as a “loose”, separately packaged carton.
  • Please sign for pallet count and loose piece count.
  • The freight carrier has acknowledged the receipt of the shipment from our facilities as being in good condition. By your acceptance of the shipment from the carrier on the delivery receipt, you acknowledge that the product has been delivered in good condition. We cannot be held responsible for loss or damage if you give the carrier a clean and clear receipt.
  • Damaged or defective product must NOT be assembled or installed. Assembly or installation equates to buyer’s acceptance of the item.

If you are unsatisfied with the product in any way we do accept returns under the following return policy guidelines:

  • All returns will need to be authorized by Lilyanncabinets prior to return shipment. For authorization, please click here to email authorization request.
  • Returns must be received by Lilyanncabinets within 30 days of purchase.
  • All items returned in original, unopened packaging will incur a 20% restocking fee.
  • Opened or assembled products are not eligible for return.
  • The customer is responsible for setting up all return shipments.
  • Any returned product which is deemed un-sellable will not receive credit.
  • When the returned item(s) are received, the value of the returned items minus applicable restocking fees and shipping fees will be credited back once our Returns Department has completed processing the request (usually within 2 weeks). If the original shipment received free shipping, the credit will be issued minus the actual shipping charges paid by Lilyanncabinets.
  • We will not process any returns if the product returned is missing or incomplete from the original shipment.
  • We cannot accept returns on any pieces of trim (this includes all types of moulding, toe kick, plywood panels, and etc.).

If there is any damage upon delivery, notify the delivery driver of the damage and request that he/she makes a note of the damage on the delivery receipt. All damaged items will need to be accepted by the customer. Please do not reject any items.

  • A Claim Ticket will need to be filed before replacements will be shipped. To file a damage claim, please click here to file your request. Input required information concerning your claim as prompted and press ‘Submit’. PLEASE NOTE: You must include images of the damage along with your Claim Ticket for quality control purposes and to ensure the correct replacement parts are shipped. For claims in regards to missing items where photos of damages are not applicable, please include a photo of your packing slip. Upon receipt of the ticket, our Replacements department will send a confirmation email within 48 hours and proceed to ship replacements/parts as soon as possible. Please allow up to 10 business days for your replacement to be processed.
  • For distributors and other stocking customers, missing parts claims must be made within 30 days of product receipt by end user.
  • Proof of purchase from Distributor or customer to end user will be required.
  • Customer must receive product in accordance with our shipping and receiving policy, and may be required to submit information verifying the claim. These policies are set by our freight carriers, so failure to comply will result in loss of compensation for the customer.

Claims Instructions:

  • Damaged or defective product must NOT be assembled or installed. Assembly or installation equates to buyer’s acceptance of the item.
  • Visible freight damage and/or shortage: Claims can be made only when it is indicated on the delivery receipt at the time of delivery. The claim must then be reported by email to us by submitting a claim ticket through our website. No claims will be allowed without the proper paperwork signed by the customer and the transportation company. Pictures are required to file a claim.
  • Concealed Damage: Any concealed damage (damage found after opening packages) claims must be noted immediately upon unpacking cabinets. Once the cabinets are assembled in any way, we cannot replace damaged cabinets. Claims must be made within ONE WEEK OF PRODUCT DELIVERY. If the claim is approved, only the piece damaged will be replaced. Refunds will not be given for damaged product.
  • If there is a mistake with your order, please email our Order department at order@lilyanncabinets.com with your order number, buyer’s name, shipping address and a brief description of the mistake. We will respond with a confirmation email and we will proceed to remedy the error as soon as possible.
  • Please refer to our warranty for additional information regarding claims.
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Questions?
Please let us know if you have any questions, concerns or comments. You can click here to contact us.