Policies

Dealer Policies

  • As an authorized Panhandle Depot dealer, it is your responsibility to communicate all policies, product information, order information, claim information, etc. to your customer.

  • Panhandle Depot will not provide details directly to your customer, nor be held responsible for inaccurate information provided by you or your associates.

  • All online resale of Panhandle Depot products must be approved prior to offering them for sale.

  • If approved, resale is only allowed on the specific website(s) granted in writing. Each additional website requires additional approval.

  • Dealers must adhere to minimum advertised price policies as confirmed with their Panhandle Depot representative.

  • Panhandle Depot will not accept shipping damage claims for warehouse pick-up orders that are later shipped at the dealer’s discretion.

  • Claims for base, wall, and tall side panels scratched on the outside (not affecting the inside finish), base panels exceeding 41" width, and all trim pieces will not be honored. Replacement cost and shipping for these items are the customer’s responsibility.

  • No returns are permitted on cabinets resold to a homeowner or a non-qualifying contractor. A non-qualifying contractor is defined as a company or individual who has not installed at least 10 RTA kitchens in the past.

Order Processing & Payment

  • All orders must be submitted online.

  • Full payment is required before processing, including backorders and approved add-ons.

  • Payment methods: credit card or debit card. For other forms of payment, contact Contact@PanhandleDepot.com.

  • Once in process, no changes can be made. Additions must be placed as new orders.

Shipped Order Lead Time

  • Flat Pack Orders: Normally ship within 3 full business days.

  • Assembled Orders: Processed within 15 full business days.

  • Rush Orders: Available for flat pack only. Orders placed before 12:00 PM EST with “Rush Fee” selected will ship the same business day or next business day. Rush service is unavailable for assembled cabinets and discontinued lines.

Warehouse Pickup Lead Time

  • Flat Pack: Available for pickup within 3 full business days.

  • Assembled: Available for pickup within 15 full business days. No rush option.

  • Same-day pickup is available for flat pack orders placed before 12:00 PM EST (minimum 3-hour processing time).

  • Orders must be picked up within 10 business days of “ready for pickup” notification. After that:

    • $25/day storage fee applies (up to $250 maximum).

    • After 5 weeks, order is returned to inventory and refunded less $250 max storage fee + 10% restocking.

  • Orders placed for pickup are not palletized, wrapped, or strapped for shipping. If palletizing is required for a delivery service, additional labor/packaging fees will apply and must be pre-approved.

  • Panhandle Depot will not load vehicles without approval from the pickup party.

  • Panhandle Depot will not accept transit damage claims on warehouse pickup orders. Customers are responsible for inspection at pickup. No refunds will be issued once the order leaves our warehouse, except for quality issues such as warped doors or paint defects (scratches and gouges excluded).

Assembly & Modifications

  • Assembly and limited modifications are available for warehouse pickup or delivery via dedicated van or box truck.

  • Vans or box trucks may be arranged by Panhandle Depot or by the customer.

  • If arranged by the customer, Panhandle Depot assumes no responsibility for damage. It is expected that the driver inspects and reports any damage before leaving the warehouse.

  • No LTL shipping for assembled cabinets.

  • Modifications available (framed assembled items only):

    • Increased depth

    • Decreased depth

    • Prep for glass (route door(s) & finish interior)

    • Double oven conversion

  • Modifications extend lead times up to 5 business days.

  • Full payment required before modifications begin.

Shipping & Delivery

LTL Freight Orders (Flat Pack Only)

  • Orders are packaged in boxes, palletized, strapped, and shrink-wrapped.

  • Transit time varies by warehouse location:

    • East Coast: 2–5 business days standard.

    • Midwest: 5–7 business days.

    • West Coast: 7–10 business days.

  • Add 1+ day for residential deliveries or appointments. Appointment scheduling depends on the customer communicating with the carrier.

  • Shipping charges are calculated at checkout and must be paid at order placement. Oversized orders may require full truckload rates.

  • Tracking information is provided by email after shipment.

  • Delivery requirements:

    • Tractor/trailer accessible location.

    • Limited Access deliveries incur a $100 fee.

    • Residential/appointment deliveries require scheduling with the carrier.

    • Shipping covers one delivery attempt. Additional attempts are billed to the customer.

UPS / USPS / FedEx Shipments

  • We do not warranty shipments via UPS, USPS, or FedEx. All responsibility lies with the carrier.

TL / Dedicated Truck Deliveries

  • Driver is only responsible for placing pallet on the ground if lift gate service is purchased.

  • Address classification is determined by city zoning. Commercial properties in residential areas may be subject to residential fees.

  • A responsible party must be present to inspect and sign.

  • All visible damage must be notated on the Bill of Lading (BOL).

  • Whether or not damage is visible, the customer must take no fewer than 6 photos of the delivered cabinets and email them to Contact@PanhandleDepot.com within 2 business days.

  • If there is no notation on the BOL and no photos submitted, it will be assumed that the cabinets were delivered without damage (other than exceptions for warped doors and paint issues).

  • Damaged items should not be rejected. Accept the shipment, document with photos, and file a claim.

Replacements for Missing or Damaged Items

  • Panhandle Depot has final determination of manufacturer warranty claims. (ONLY ONE CLAIM REQUEST PER ORDER, MAKE SURE YOU INSPECT ALL CABINETS TO MAKE SURE THAT ALL ITEMS CLAIMED ARE SUBMITTED AS ONE CLAIME REQUEST, ADDTIONAL CLAIM REQUEST WILL NOT BE HONERED)

  • Cosmetic blemishes not affecting structural integrity do not warrant replacement.

  • Claims require: order number, buyer name, shipping address for replacements, description of damage/shortage, and photos.

  • Damage claims must be filed within 5 business days. Missing items within 2 weeks. Concealed damages within 1 month.

  • Panhandle Depot will file claims for outbound shipments we arrange. Customers are responsible for claims related to return shipments they arrange.

  • Cabinets already assembled/installed cannot be claimed as damaged.

  • Labor costs related to installation are never covered.

Return Merchandise Authorizations (RMA)

  • All returns must be pre-authorized by Panhandle Depot.

  • Requests must be sent to Contact@PanhandleDepot.com.

  • Returns must be received within 30 days of purchase.

  • All returns must be in original, unopened packaging.

  • No returns on assembled cabinets, trims, moldings, fillers, panels, sales tools, discontinued styles, or cabinets resold to homeowners/non-qualifying contractors.

  • No refund will be issued until cabinets are received and inspected. Inspection may take up to 30 days after warehouse receipt.

  • Any returned product deemed unsellable will not receive credit.

Return Value Policy

  1. Orders under $1,000 (cabinet value):

    • 25% rebate only. No returns accepted. Applies whether the customer or Panhandle Depot made a mistake, or if shipping damage occurred.

  2. Orders $1,000 – $1,500 (cabinet value):

    • Customer may choose:

      • 25% rebate (keep cabinets, no return shipping).

      • Strict return (customer arranges and pays shipping, 20% restocking fee).

  3. Orders over $1,500 (cabinet value):

    • Strict return only. Customer arranges and pays for shipping, 20% restocking fee applies.

Return Shipping Requirements

  • Customers are responsible for arranging and paying all return freight.

  • Cabinets must be palletized, strapped, and shrink-wrapped securely:

    • Minimum 3 straps on a 4x4 pallet.

    • Minimum 6 straps on a 4x8 pallet.

  • Customers must take at least 6 clear photos of the pallet after securing.

  • Panhandle Depot is not responsible for damage during return transit caused by improper packaging.

  • Customers may use any LTL carrier; quotes available at FreightQuote.com.

  • If damage occurs in return transit:

    • Only undamaged, resellable cabinets are refunded.

    • Customers must file a claim with their carrier for damaged items.

Marketing Policies

  • Panhandle Depot is not responsible for dealer marketing costs.

  • Private labeling is at dealer’s discretion.

  • Marketing materials may be requested via Contact@PanhandleDepot.com.

Display Policy

  • Dealers may earn a 50% credit for Panhandle Depot products installed in their showroom (non-functional display only).

  • Maximum credit: $2,500 per dealer.

  • Orders must be placed online, paid in full, and photos of the installed display sent to Contact@PanhandleDepot.com.

  • Drop-shipped items do not qualify.

Third Party Design Programs

  • Panhandle Depot does not guarantee the accuracy of any third-party design software (e.g., 2020 Design, ProKitchen).

  • Always reference the dealer portal for accurate specs and pricing.

Privacy Policy

  • All customer information is confidential and will not be sold.

  • No mobile information will be shared with third parties/affiliates for marketing purposes.

  • Customer data may be used for legitimate business purposes including order processing, notifications, incentive programs, collections, and marketing by email/SMS.

  • Customers may opt out of marketing emails or SMS by using unsubscribe links or replying STOP. Service-related communications will still be sent.

Strict Enforcement Notice

All policies are strictly enforced without exception, except for verified quality issues such as warped doors or paint defects.