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FAQ

Who do you sell to?

As a wholesale distributor, we sell to other businesses in the kitchen and cabinet industry.

How do I set up an account?

To have an account with payment terms you must provide your registered business information and are subject to a credit check. An application can be requested for you to fill out this information. Once you submit the completed application, we will notify you if an account will be created for your business. At this point you are subject to payment upfront until approval for terms is given. Typical terms are 30 days from date of purchase and all outstanding amounts are subject to a 2% fee over 30 days.

What is your return policy?

Any account holder with payment terms, can return stocked product within 15 days of purchase, for credit. To do so you must have a Returned Material Authorization (RMA). Contact our office if you have product for return and we will provide the RMA. RMAs are typically issued within 72 hours of the request. Once you have a RMA you simply attach it to the product and return the product to us. Customers without an account and/or payment terms, accepts final sale term at time of purchase.

What is the warranty on your products?

All our products have a limited lifetime warranty that can be redeemed through Kipco Limited. You must present original copy of receipt for eligibility and a RMA. Freight charges may apply.

What are your hours?

Our service desk, order pick up and showroom is open Monday – Thursday from 8:00 am to 5:00 and Friday from 8:00 am to 3:00 pm. These hours are subject to change without notice. Warehouse hours vary. Please call ahead to ensure your order is ready or to place a new order. Please call 519-741-9622 for sales or service inquiries or email orders@kipco.com.

Do you deliver?

Delivery is available 5 days a week for a nominal fee. Call for a quote. We offer pick up service during regular business hours Monday to Friday.

Why has my account been deactivated?

Accounts will become inactive if no activity has been recorded for 6 months or more. In order to resume your purchasing terms you must meet these requirements; have current and accurate information on file. have no overdue balances and have resumed activity. Other requirements may be stated or changed at any time with notice to the account holder.

How do I place an order if I do not have an account?

Call or email us with the part number, manufacturer and your contact information. We will provide you a quote and once payment is made the order will be placed. You will be notified when it is ready for pick up.

How do I change or add to an order I already placed?

Please contact us before you scheduled delivery or pick up time to make any changes. At that point we are able to adjust any stock items you have ordered. If notice is not given the order can be processed as is and return or re-stocking charges may apply. If additional items are requested without notice a new order will be created.

Do you offer samples of your products?

Yes, most times we are able to get you a display or sample item at minimal or no charge. Complete units or sets of products are offered at a discount from many of our suppliers. Please ask us for a form. Simply complete the form and we can request a discount for a certain item. Please note, discounts are only given after product is paid for in full and all supplier requirements are met. Typically a request can take 2 to 6 weeks to issue a credit.

Can my client purchase direct from you?

In the interest of protecting our customers and their exclusive pricing, we do not disclose or offer pricing to their clients. As well we do not allow your clients to make inquiries or purchases on your account.

Is there a charge for returning items?

A restocking fee can apply to any product that is returned. Depending on the manufacturer and product, it can range from 10 – 25 %. Call us for more info.

What do I do if I receive the wrong product?

Upon delivery or pick up of your order please ensure your order is correct, is in good condition and you have not received more or less than stated on the packing slip. If there are any discrepancies, please contact us within 48 hours of delivery.

Why am I charged freight if I pick up?

Freight charges may be applied to special ordered items, rush delivery/pick up of items and returns. This cost is for shipping/pick up the product from the manufacturer to Kipco or direct to you. Freight may also be applied to items being returned or warrantied to the manufacturer.

How do I know if you have an item in stock?

Simply call us or email us with the part number and your account name and we will be able to check our inventory for availability.

Can I send my client into your showroom?

Yes. Please let us know when they will be coming and they are welcome to look through our showroom. We do not have sales staff in our showroom, so we encourage you to accompany your clients to answer any of their questions. Please have your clients place any order or make changes to an order through you.

Do you offer on site or installation services?

We do not perform any installation or on-site servicing. Our sales team is available by appointment for performance issues on site if needed. Our staff is knowledgeable in the installation process of all our products and are happy to offer advice.

Can you recommend someone for my project?

We do not make recommendations. We have a variety of customers with varied expertise in many fields and it would be unfair for us to recommend any one of our customers over another.

What is the turnaround time for an in-stock item?

All orders are subject to a 24 hour confirmation period at time of order. You will be notified when your order will be ready for pick up or delivery after availability is confirmed. Please let us know if your order is rush and we will do our best to work with you in expediting your order.

How do you handle “Special ordered” items? (i.e. non-stocked items)

You will be notified at time of confirmation if any item on your order will be treated as a “special ordered” item. At that point it may be subject to full payment up front, credit card information given prior to placing order and shipping and/or handling charges. The item(s) cannot be returned for credit.

Do you offer walk in service?

Yes, walk in service is always available during regular business hours for pickup of ready orders and new order placement. If you are placing a new order it is subject to 24 hour confirmation. Please call ahead and we will happily check availability and notify you when your order will be ready for pick up. If you require information on a product, please call in to inquiry or send our order desk a detailed message. Our warehouse hours vary and we do not guarantee we have sales and service staff on site.

Do you sell to the public?

In general, we are not open to retail customers. If a customer would like to make a purchase and does not have an active account with us, they are offered MSRP (if we are able to supply them with what they are looking for). The product must be paid in full before ordering or picking up and will be a final sale transaction. If you are inquiring about a product and are not a current account holder with us, please provide the product number and we will be happy to assist.

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