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When kitchen cabinets arrive damaged or incomplete, document the shipment, note visible problems on the delivery paperwork, and contact the seller promptly in writing. Check the cartons and their labels before signing if possible, then count the cabinet and accessory pieces against your order. Do not assume you must refuse the delivery—or that you should assemble, repair, or discard anything—until you have checked the seller’s instructions. Claim deadlines and procedures vary by seller and location.
What should I check when kitchen cabinets are delivered?
Check the outside of the shipment, compare the cartons and pieces with your order, and make a record of anything that looks damaged or missing. An injured carton does not prove that the cabinet inside is damaged, but it is a reason to document the packaging and inspect the contents carefully.
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Before delivery, put your order confirmation, invoice, item list or packing slip, and delivery paperwork somewhere you can reach them. These records help you identify what was ordered and compare it with the labels and pieces that arrive. If someone else will receive the shipment, make sure they can access the paperwork and know to record visible exceptions.
- Look over the unopened cartons. Check for crushed corners, punctures, broken bands or wrap, water marks, and labels that do not appear to match the order. Photograph the cartons and labels before moving or opening them, while the original delivery condition is still clear.
- Count the shipment. Compare the number and type of cabinet boxes and accessory cartons with the order information. Small trim or filler pieces may be packed together, so check the packing slip and carton labels before concluding that something is missing. If a carton is absent or its wrapping is broken, note that too.
- Write down visible exceptions before signing. Be specific: identify the affected carton or item and describe what you can see, rather than writing only “damaged.” Record apparent shortages as well as visible damage. The Maryland Attorney General’s delivery guidance recommends inspecting before signing; The RTA Store likewise advises customers to mark visible damage or shortages on shipping paperwork and keep a copy.
- Keep a copy of the paperwork. Photograph the receipt or bill of lading after writing exceptions on it, and retain a copy if one is available. If a driver acknowledges a notation, keep that record too. Do not rely on a verbal conversation as your only record.
- Inspect the contents promptly. Once you can open the cartons, photograph any damage and the surrounding packaging. Include the affected part, its label or model information, and enough of the carton to show where it came from. Check whether the item list accounts for the pieces that were actually delivered.
- Keep the packaging and affected pieces for now. A seller or carrier may need to inspect them as part of a claim. Ask before discarding damaged components or packaging, and avoid altering affected cabinets while you wait for instructions.
Photographs are most useful when they connect the problem to the order: include the carton label, item or model information, the damage or shortage, and the related packing or delivery paperwork. Keep the original photos and records together rather than relying on a single image or a social-media message.
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What should I do if a cabinet is damaged or a part is missing?
Notify the seller in writing as soon as you identify the problem, and follow the claim process for that order. Give the seller enough detail to identify the shipment and issue, then ask what to do next before you assemble, repair, return, or dispose of affected items.
- Gather the evidence. Have your order number, delivery date, itemized list of missing or damaged pieces, photos, and delivery paperwork ready. Include the carton or model labels where available.
- Send a clear written notice. Use the seller’s stated claim channel, such as its claim form or customer-service email. Describe each affected item separately, state whether it is damaged or missing, and attach the relevant photos and documents.
- Ask for the process in writing. Request a claim reference, the deadline that applies to your order, and instructions about inspection, pickup, replacement, or return. Ask whether you should retain the affected cabinet and packaging and whether assembly must wait.
- Keep a record of every exchange. Save the form submission, emails or chat transcripts, names and dates, claim number, and any instructions. If a phone call is needed, follow it with a short written summary so the agreed next steps are documented.
- Wait before changing the evidence. Do not assemble affected cabinets, attempt a repair, or discard parts or packaging until the seller explains what it needs. The RTA Store and White Cabinets both advise their customers not to assemble affected cabinets before the claim is addressed; the RTA Store also asks customers to retain damaged items while a carrier claim may be pending. Those are seller-specific policies, so check the terms for your own order.
- Check any replacement delivery. When replacement pieces arrive, compare them with the claim resolution and inspect them promptly. Report any remaining damage or shortage while the applicable claim period is still open.
A short notice can be direct without being vague. For example:
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“Order [number], delivered [date]: carton/item [label or description] arrived with [specific visible damage], and [piece or carton] appears to be missing. I have attached photos of the packaging, labels, affected part, and delivery paperwork. Please confirm the claim reference, applicable reporting deadline, and whether I should retain the item and packaging or wait before assembly.”
This is a practical format, not a substitute for a seller’s required form or a legal notice. If the seller requires a particular portal or process, use it and keep a copy of what you submit.
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Should I refuse a delivery if a cabinet is damaged?
There is no single refusal rule for every cabinet delivery. The right step depends on the visible condition and the seller’s instructions, so document what you see and contact the seller before refusing if you can do so without losing the opportunity to record the condition.
The Maryland Attorney General’s furniture-delivery guidance advises inspecting before signing and says refusing delivery may be preferable when an item is seriously damaged or defective. The RTA Store, by contrast, tells its customers not to refuse damaged items: it directs them to note the damage on the paperwork, keep a copy, and file a claim. These are different seller and delivery contexts, not a universal rule for cabinet orders.
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How long do I have to report damaged or missing cabinets?
Check the terms for your specific order immediately; the examples in the available seller policies differ, and neither establishes a universal deadline. Ask the seller to confirm the applicable deadline in writing rather than relying on a general rule or waiting until installation.
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The RTA Store says its customers have 30 days to inspect and report damage, defects, or missing items. White Cabinets says its customers should open and inspect cabinets and report problems within five days. These periods describe those sellers’ policies, not a general deadline that applies to other retailers or jurisdictions. The Maryland Attorney General’s guidance advises consumers to report damage promptly “to avoid any controversy about when the damage occurred.”
Retailer claim procedures and legal rights are related but separate questions. Consumer Protection UK’s guide, checked against cited UK law and official sources on 22 October 2026, explains UK remedies for damaged or missing goods and advises buyers to contact the seller when the retailer arranged delivery. That summary applies to the UK; buyers elsewhere should check the rules and complaint options where they live.
Do not wait for a contractor or installer to discover an issue if you can inspect sooner. A late discovery may make it harder to establish when damage occurred, and it can leave less time to follow the seller’s claim process. If the deadline is unclear, report the issue in writing promptly and ask the seller to state the applicable time limit.
What evidence should I keep for a cabinet delivery claim?
Keep the documents that connect the order, delivery, and problem, plus the affected items and packaging until the seller confirms they are no longer needed. A complete record makes it easier to explain what was ordered, what arrived, and when the damage or shortage was reported.
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- Order confirmation, invoice, item list, and packing slip.
- Delivery receipt or bill of lading, including written exceptions and any driver acknowledgement.
- Photos of unopened cartons, labels, packaging condition, damaged parts, and apparent shortages.
- The claim form or submission confirmation, claim number, emails or chat records, and notes of names and dates.
- Damaged parts and packaging until the seller or carrier confirms they can be discarded.
The cabinet policies reviewed emphasize photos, delivery documentation, and retaining damaged items when a freight inspection may be needed. The precise retention period and inspection requirements depend on the order and carrier. Ask before discarding packaging or parts, even if the damaged cabinet seems unusable. Keep any replacement-part details with the original claim records until the issue is closed.
What should I compare if the seller offers a remedy?
Compare the practical effect of each option, not just whether it is called a replacement or a refund. Ask questions that address the fit, timing, cost, and handling of the damaged item before agreeing to a resolution.
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- Time: When should the replacement or other resolution arrive, and does that timing affect planned installation?
- Model and finish match: Confirm the replacement corresponds to the ordered cabinet, including the relevant model and finish information.
- Freight and labor: Ask who pays any shipping or other costs and whether labor is included. The RTA Store says its manufacturer may choose to provide replacement parts rather than an entire cabinet and says it does not reimburse customer labor; that describes its policy only.
- Inspection and return: Find out whether the damaged piece or packaging must be inspected or returned, who arranges that, and when you may dispose of it.
Get the agreed resolution and any conditions in writing. If the proposed replacement does not appear to match the order, clarify the model and finish before installation rather than trying to make an uncertain fit work.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.What if the seller does not resolve the claim?
Start by reviewing the order terms and the seller’s written response, then ask for the next escalation step in writing. Keep the request focused on the documented issue and the remedy you are seeking, and retain copies of the complete record.
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Available complaint channels vary by location. The Maryland Attorney General says Maryland consumers who do not get satisfaction from the store may file a complaint with its Consumer Protection Division. This is a Maryland-specific option, not a nationwide process. In other places, identify the relevant local consumer-protection or dispute-resolution office. In the UK, the Consumer Protection UK guide describes rights and advice for that jurisdiction; it should not be treated as legal guidance for other countries.
If you are uncertain about your legal rights, consult an appropriate local consumer-protection resource or qualified adviser. A retailer’s internal deadline and its claim process do not, by themselves, answer every question about statutory rights in every jurisdiction.
Frequently Asked Questions
Can I unpack kitchen cabinets before the carrier leaves?
If the delivery setup and seller’s instructions allow it, inspecting promptly can help you identify concealed damage while the delivery condition is clear. Do not delay noting visible carton damage on the paperwork, and ask the seller whether it has a required inspection or claim procedure.
What if the delivery driver will not let me write a damage note?
Keep a copy or photo of any paperwork you can obtain and photograph the cartons and labels immediately. Send the seller a written report promptly, explain that you could not record the exception on the delivery document, and save the response.
Can I install undamaged cabinets while a claim is open for one damaged cabinet?
The sources describe seller-specific cautions about assembling affected cabinets, not a universal rule for every unaffected item. Ask the seller whether it wants the shipment or packaging kept intact for inspection before proceeding with installation.
Does a damaged carton mean the cabinet inside must be replaced?
Not necessarily: carton damage and damage to the contents are separate observations. Photograph the carton, inspect the contents carefully, and report the condition rather than assuming the remedy before the seller reviews the claim.
