Shipping & Damage Claims

1. How orders ship

• Cabinets ship fully assembled by LTL (less-than-truckload) freight from Tunnel Hill, Georgia.
• At checkout you choose delivery or pickup, request a delivery date or pickup appointment, and add delivery instructions such as call ahead, liftgate, inside delivery or driver assist. You can update the date and instructions from your order history until the order ships or is picked up. We confirm the final date when your order is ready.
• Standard delivery is curbside. The driver is not responsible for bringing freight inside unless you add inside delivery.
• Liftgate, call-ahead, inside delivery, residential and limited-access delivery are charged at the carrier's rate and included in the freight price shown at checkout when you select them. These options can't be changed online after the order is placed — call us if you need to change them.
• Inside delivery means the driver brings the freight through the door to the first available space. It does not include carrying items to a specific room, upstairs, unpacking or removing debris. For that kind of white-glove placement, call us before your order ships and we will quote it separately.
• Freight is quoted at checkout. When a live rate is not available, Dogwood will quote freight after your order is placed and add a freight invoice to your account, which you can pay from your Invoices page. Freight must be paid by the invoice due date.
• Current lead time is 2–4 weeks. Lead times are estimates, not guarantees.

2. Picking up your order

• Pickups are at 2330 Dogwood Rd, Tunnel Hill, GA 30755, Monday–Friday, 7:30 AM–3:30 PM.
• Pickup is by appointment only. Choose a date and time at checkout; we confirm your appointment when the order is ready.
• Pickup orders have no freight charge. Our team loads your order — bring a vehicle or trailer that can safely carry it, along with straps or covers as needed.
• Inspect your order before you leave. Once the order is loaded and you leave our facility, the order is your responsibility.
• Orders not picked up within 30 days of the confirmed appointment may be subject to storage charges.

3. Before delivery

• Make sure the delivery address can be reached by a freight truck.
• Have enough people or equipment on site to unload and move the pallets.
• Keep your order number handy for the delivery and any claim.

4. Inspect every shipment on delivery

• Inspect all shipments at the time of delivery, before the driver leaves.
• Count the pieces and check the boxes and pallets for damage.
• Note any visible damage or shortage on the delivery receipt before signing and before the driver leaves.
• Photograph damaged items, the exterior of the box or pallet, the packaging, the shipping label and the signed delivery receipt.

5. Do not install damaged items

Do not install any item that appears damaged. Installed products are not eligible for free replacement.

6. Report damage or missing items

• Damage or missing items must be reported within 3 days of delivery.
• File the claim from your account: Order History, open the order, then Report damage or shortage. Photos are required.
• Unpack and check every carton right away — the 3-day window applies to damage found after unpacking as well.
• Submit one complete claim per order, describing each damaged or missing item, with all photos.
• Keep damaged items and all packaging until Dogwood tells you what to do with them.
• Late or incomplete claims may be delayed or denied.

7. How claims are resolved

We review each complete claim and the supporting photos and aim to respond within 5 business days. For approved claims, Dogwood will, at its option, repair or replace the damaged, missing or incorrect items, or credit their purchase price. Dogwood pays the freight to ship approved replacements on delivery orders. Claims do not cover labor, installation or project-delay costs.

8. Refused or undeliverable shipments

If a shipment is refused without a valid damage claim, or can’t be delivered because the site isn’t accessible, no one is available to receive it, or the address or instructions were incorrect, the Buyer is responsible for the resulting carrier charges, including return freight, redelivery and storage. Refusing a shipment does not cancel the order.

9. Returns

Every Dogwood product is made to order and is not returnable, except for damaged, missing or incorrect items reported under this policy. See the Returns section of our Terms of Sale.