Trade-level guidance straight to your inbox.
Get the inside line.
Emerald Fern Finishes
Help Center
Straight answers about shipping, returns, and orders — written by the people who actually answer the phone. No mystery fees, no fine-print games.
Shipping
At Emerald Fern Finishes, we ship the way we build — straight, honest, and priced so you never wonder what a fair number looks like. No mystery "calculated at checkout" freight fees. No inflated markups. No delivery date guesswork. Here's exactly how it works.
| What You're Ordering | Shipping |
|---|---|
| Small parcel items — accessories, hardware, pulls, samples, small parts | FREE on orders $49+ · under $49: $8.95 flat · 3–7 business days |
| Freight items — sinks, faucets, tile, lighting, appliances, larger items | Flat $149 per order, no matter how many freight items · 5–10 business days |
| Rose Hill Cabinets | FREE within 150 miles of our five hubs, no minimum · 3–5 business days. Outside hub zones: freight quoted at order |
| Any order $4,999+ | Everything ships FREE — freight, parcel, all of it |
| Alaska, Hawaii, Puerto Rico, international | Custom quoted — email us your ZIP and product list for a firm number within one business day |
No surprise fuel surcharges. No liftgate up-charges. No residential delivery fees.
Rose Hill Cabinets Delivery
Cabinets ship FREE within 150 miles of each of our five hubs: Chicago, IL · Columbus, OH · Charlotte, NC · Washington, DC · St. Louis, MO.
Outside these zones? We'll quote your cabinet freight when you order — a real number, not a padded price. Cabinets are heavy, and we'd rather be honest about that than hide freight in the sticker. Here's the straight math: outside our hubs, our fully-assembled cabinets land roughly apples-to-apples with competitors' flat-pack prices once their delivery is factored in — and you still skip the assembly labor. Inside our hub zones, it's not close.
Delivery Times
- Order confirmation: immediate email
- Dispatch: 1–3 business days (most orders ship same or next day)
- In transit: 3–7 business days parcel · 5–10 business days freight · 3–5 business days RHC cabinets
You'll receive tracking as soon as your order dispatches. If anything's delayed on our end, we'll email you directly — not leave you wondering.
Order Changes & Cancellations
- Before dispatch: change or cancel anytime — email or call us.
- After dispatch: the order is in the carrier's hands — see Returns.
The Bundle Threshold: Free Shipping at $4,999+
Order $4,999 or more and everything in your cart ships free — freight, parcel, all of it. (Cabinet delivery outside our 150-mile hub zones is quoted separately.)
Why this matters for real projects
Planning a full kitchen or bath? Add Rose Hill Cabinets to your order. RHC always ships free, and the added cart value nearly always clears the $4,999 threshold in one click — which means the plumbing, tile, hardware, and lighting for your whole project ship free too.
- Rose Hill Cabinets (kitchen): $8,400 — ships FREE (within 150 miles of our Chicago hub)
- Workstation sink: $447 — would be $149 freight
- Faucet: $349 — would be $149 freight
- Backsplash tile: $612 — would be $149 freight
- Porcelain floor: $2,180 — would be $149 freight
- Total: $11,988 · Shipping: $0 (saved $596)
That's not a coupon. That's how we structured the site to reward homeowners doing real projects, not one-off shoppers.
Freight Delivery — What to Expect
Freight items are delivered by an LTL carrier (a large box truck). Here's what to know:
- The carrier will call you 24 hours ahead to schedule a 4-hour delivery window.
- Delivery is curbside. The driver brings your item to the end of your driveway or curb.
- Inspect before signing. Note any visible damage on the delivery receipt before signing — this is your protection, and we'll handle any claims from there.
- Someone 18+ needs to be present to sign.
Need inside delivery, liftgate service, or white-glove installation? Contact us before ordering and we'll quote it — we don't hide these fees in your cart total.
Damaged or Missing Items
Freight moves through a lot of hands. If your item arrives damaged:
- 1. Note it on the delivery receipt before the driver leaves. Photos help.
- 2. Email info@emeraldfernfinishes.com within 48 hours with photos and your order number.
- 3. We'll ship a replacement or refund within 3 business days. No back-and-forth. No "the manufacturer said…"
We eat the freight risk. That's our job as your retailer.
Returns
We stand behind every product we sell. If something isn't right — wrong finish, damaged shipment, or just not what you expected — we'll make it right. Here's exactly how it works.
The Basics
- 30 days from delivery to initiate a return
- Item must be unused, in original packaging, with all included components (strainers, mounting hardware, install guides, etc.)
- No restocking fee on returns initiated within 15 days of delivery
- 10% restocking fee on returns initiated 16–30 days after delivery
- Return shipping is paid by the customer, except in the cases below
We pay return shipping when:
- Your item arrived damaged (see the damage claim process above)
- We shipped the wrong item, wrong color, or wrong SKU
- The item is defective from the manufacturer
- We made an error on the product listing that caused you to buy the wrong thing
In these cases: prepaid return label, no restocking fee, and full refund or replacement — your choice.
How to Start a Return
Email info@emeraldfernfinishes.com with: your order number, the item(s) you're returning, the reason (helps us improve), and photos if damaged or defective. We'll reply within 1 business day with instructions and, when applicable, a prepaid label. Don't ship items back without contacting us first — returns without an RMA number may be refused or delayed.
Refunds
- Processed to your original payment method within 3–5 business days after we receive and inspect the return
- Most banks show the refund within 5–10 business days after processing
- Original shipping charges are non-refundable except in the "we pay" cases above
Non-Returnable Items
- Custom-order cabinets or custom-configured Rose Hill orders
- Cut-to-size items (custom countertops, cut tile lots, custom-size vent hoods)
- Installed items — anything mounted, wired, or plumbed in
- Clearance / final-sale items clearly marked as such
- Gift cards
Not sure whether your item is returnable? Email before ordering — we'd rather answer questions upfront than have you stuck with something that doesn't work.
Exchanges
Prefer an exchange? Just tell us in your return email. We'll process the return as a refund and place the new order — faster and cleaner than a formal exchange.
Warranty Claims
Manufacturer warranties are separate from our return policy. Most products carry a limited lifetime warranty from the manufacturer. If you have a warranty issue after the 30-day window, we'll help you file the claim directly — we've been in the industry long enough to know which manufacturer reps actually pick up the phone.
Cabinet-Specific Returns
Rose Hill Cabinets are made-to-order. That means:
| Order Type | Return Policy |
|---|---|
| Assembled or unfinished stock cabinets, standard sizes | Standard 30-day return · 10% restocking fee · customer pays return freight |
| Custom sizes, custom finishes, made-to-order configurations | Non-returnable once production begins. We confirm every custom order in writing before we start. |
| Damaged in shipping | We replace at our cost, always. |
This is exactly why our Free Design service exists — we check your measurements like installers before anything goes to production, so a non-returnable order is a confident one.
The Short Version
- 30 days to return, in original packaging
- No restocking fee first 15 days · 10% days 16–30
- You pay return shipping unless we messed up or it arrived damaged
- Custom orders are non-returnable — we'll tell you upfront which ones
- Email us. We answer.
Frequently Asked Questions
The questions we actually get, answered the way we actually answer them.
When will my order ship?
Most orders dispatch same or next business day; all orders within 1–3 business days. You'll get tracking the moment it ships.
How do I get free shipping?
Three ways: small parcel orders $49+, any order $4,999+, or Rose Hill Cabinets within 150 miles of our five hubs (Chicago, Columbus, Charlotte, DC, St. Louis) — free with no minimum. And RHC in your cart usually pulls the whole order over the $4,999 threshold, making everything else free too. Outside our hub zones, cabinet freight is quoted at order — a real number, upfront.
Do you charge liftgate or residential delivery fees?
No. Freight is a flat $149 per order to the contiguous US — no fuel surcharges, no liftgate up-charges, no residential fees. If you want extras like inside delivery or white-glove install, we quote those upfront, before you order.
What if my item arrives damaged?
Note it on the delivery receipt, email us photos and your order number within 48 hours, and we ship a replacement or refund within 3 business days. We eat the freight risk — that's our job as your retailer.
Can I return cabinets?
Stock cabinets in standard sizes: yes, within 30 days (10% restocking, you pay return freight). Custom orders: non-returnable once production begins — which we confirm in writing first. Damaged in shipping: replaced at our cost, always.
How fast are refunds?
3–5 business days after we receive and inspect the return; your bank typically shows it within 5–10 business days after that.
Do you ship to Alaska, Hawaii, or internationally?
Yes — rates vary widely by carrier and product, so email us your ZIP or country plus product list and we'll quote a firm number within one business day.
Is there a real person I can talk to?
Yes — and it's probably one of the founders. We answer every email personally, usually same day.
Still have a question?
We answer every email personally, usually same day. No phone tree, no script, no "your call is important to us."
