SHIPPING & RETURNS

At Aline Cabinetry (Canada) Ltd., we are committed to providing high-quality products and a smooth customer experience. Please review the following policies regarding returns, damage claims, replacements, pick-ups, and cancellations.

1. Pick-Up and Preparation Time

1.1 Pick-Up Time

Monday to Friday, except public holidays
8:15 AM – 4:45 PM EST

1.2 Order Preparation Time

Flatbox orders: 2 business days
Assembly orders: 4–5 business days

2. Delivery Inspection Requirements & Delivery Policies

Aline Cabinetry (Canada) Ltd. uses two types of delivery methods: Aline Company Trucks (our internal delivery team) and Third-Party Freight Companies. Clear communication of access limitations and unloading needs is essential to avoid disruptions.

2.1 Standard Delivery for All Shipments (Curbside Only)

All deliveries—whether by Aline trucks or by third-party freight—are curbside only.

This means:

Shipments are delivered to the nearest accessible point at ground level
Drivers will not enter the building, go upstairs, use elevators, or move items indoors
Customers are responsible for bringing the items inside or to upper floors

Enhanced services (tailgate or white glove) are available only if requested and paid for by the customer in advance.

2.2 Delivery Inspection Requirements (Applies to ALL Deliveries)

For any delivery—Aline trucks or third-party freight—the customer who placed the order must:

Inspect packages while the driver is present
Notate all visible damage on the delivery document (Even small concerns must be marked as: “Package Damaged”)
Inspect all items before assembling the product
Report issues to Aline Cabinetry immediately

If damage is not documented at delivery, replacements may not be available.

2.3 Aline Truck Delivery Policy (Internal Delivery Team)

Aline Truck Service Detail

Our Aline truck driver can offload small pallets to the roadside using the tailgate.
For large pallets or long items, unloading is the full responsibility of the customer.
The customer must ensure that sufficient personnel are present at the delivery location to assist with handling and unloading.

Aline Drivers Will NOT:

Enter the building
Perform any additional moving beyond basic curbside unloading
Provide unpacking or installation services
Failure to provide adequate unloading support may result in:

1. Delivery delays

2. Additional fees, which will be the customer’s responsibility.

2.4 Third-Party LTL Freight Delivery Policy

Standard LTL Freight

Base service is curbside without tailgate
Tailgate is available only if the customer pays for it
Customer must inspect and note all damages on the bill of lading (BOL)
Aline is not responsible for:

1. Damages from customer-arranged transportation

2. Jobsite mishandling

3. Damage not recorded during delivery

Optional Paid Service (Tailgate and White Glove)

1. Tailgate Service

Tailgate (liftgate) service is NOT included by default. It is available only if purchased by the customer.

Tailgate service detail:

The driver will lower the pallet/items to ground level using a liftgate
Delivery remains curbside only
No additional handling is included
Tailgate service fees are non-refundable once scheduled

Customer Responsibilities:
For long, oversized, or heavy pallets (including long skids), the customer must:

Have at least one person onsite to assist the driver with safe handling during unloading. Failure to provide unloading support may result in delays or extra fees.
Provide any additional manpower or equipment needed for long skid (e.g., forklift, pallet jack)
Ensure the delivery location is safe, accessible, and suitable for curbside unloading
Understand that the driver’s role is limited to lowering items to curbside (if tailgate was purchased)
If the required assistance is not available onsite, the following may occur:

1. Delivery delays

2. Failed delivery attempts

3. Additional fees charged to the customer

2. White Glove Service

White Glove service is not available through Aline trucks. It must be purchased as an upgrade through approved LTL freight partners.

White Glove may include:

Inside delivery
Room-of-choice placement
Light unpacking
Optional packaging removal (varies by carrier)

Important Notes:

Service levels differ by freight carrier
Fees are charged by the carrier, not Aline
Customer must still inspect and document damage at delivery

3. Return Policy

If you are not satisfied with your purchase, you may request a return within 30 days of receiving your item(s). Please note that certain items are non-returnable.

3.1 Non-Returnable Items

The following items cannot be returned:

Items assembled by customers
Modified items (e.g., cut, drilled, altered)
Items not in their original packaging
Custom-made or special-order items
Items assembled by us but missing pieces or with damaged parts
Items without the original invoice or sales order
Assembled cabinet “sets” (cabinet box + doors):
1. If the cabinet box and doors have been assembled by us (i.e. assembled by Aline Cabinetry), they must be returned together as a complete set.
2. Partial returns (returning only the box or only the doors) are not accepted for any cabinets assembled by us.
3. Sets assembled by customers are non-returnable.

3.2 Return Costs & Restocking Fees

If an item was shipped with free shipping, the outbound shipping cost will be deducted from your refund. In addition, a restocking fee will be applicable to items returned. The return shipping will be the responsibility of the customer. Return shipping is the customer’s responsibility.

Restocking fees apply as follows:

Assembled items (assembled by Aline Cabinetry): 20%
Unassembled items in original boxes: 5–10%

3.3 How to Submit a Return Request

1. Submit your return request with the following details within 30 days of receiving your order by sending us an email.

Details includes:

Initial Sales Order Number
Item Code and Quantity of the Returning Item(s)
Reason for Returning

2. The return request will be reviewed and qualified returns will receive further instructions on the next steps.
3. After the item is returned to our warehouse and inspected by our staff, a store credit will be issued to your account within 7 business days.

4. Damage Claim & Replacement Policy

We aim to ensure all orders are picked up or delivered in perfect condition. If your order arrives damaged or has a manufacturing defect, we will assist you in obtaining replacement parts or full replacement units at no extra cost, provided the damage meets the conditions below.

4.1 Damage Eligible for Replacement

To qualify for a damage replacement:

All damage claims must be submitted within 10 days of receiving your order.
Damage occurred during delivery handled directly by Aline Cabinetry (Canada) Ltd. or a manufacturing defect.
Photos or additional documentation are required to verify the damage.
If a full replacement is issued, the damaged item becomes the property of Aline Cabinetry (Canada) Ltd.
Items must remain in their original packaging until further instructions are provided.

Once your claim is submitted, a confirmation email will be sent within 1–4 business days. If you choose not to proceed with a replacement, the item may still be eligible for return under our Standard Return Policy.

4.2 Damage Not Covered

Aline Cabinetry (Canada) Ltd. is not responsible for damages in the following situations:

Damages caused by transportation arranged by the customer (third-party carriers).
Damages occurring at the customer’s jobsite, including during handling, installation, storage, or construction activities.
Damages reported without proper documentation.

5. Order Cancellations

Because orders are processed quickly, cancellations can only be accepted within a limited timeframe. All cancellations must be confirmed in writing. If you do not receive written confirmation, your order has not been cancelled. If a cancellation request is denied, the product may still qualify for return under our Standard Return Policy (return fees apply).

5.1 How to Submit a Cancellation Request

To request cancellation:

Call: 905-597-7700 (Monday–Friday, 8 AM–5 PM EST), except public holidays
Email: Contact your account manager with the subject line “Cancellation”

A confirmation email will be issued within 2 business days indicating whether the cancellation is approved or denied.

5.2 Cancellation Fees

Cancellation fees apply depending on the order stage:

Flatbox Orders: A 5% cancellation fee applies if the order is cancelled within 24 hours of the scheduled pickup.
Assembled Orders: Once assembly has started, a 20% cancellation fee applies. Assembly fees are non-refundable once the production process begins.
After Pickup or Delivery: Orders cannot be cancelled once they have been picked up, delivered, or loaded onto a delivery truck.

5.3 Refund Timeline

If cancellation is approved:

Refunds will be processed as a store credit within 3–5 business days
Cancellation fees will be deducted from the refund amount