KraftMaid Customer Care: An Expert, No-Nonsense Guide to Getting Results

The fastest ways to reach KraftMaid Customer Care

Your point of sale is your primary service channel. If you purchased KraftMaid through a retailer (for example, The Home Depot or an independent kitchen/bath dealer), start with that store or designer. Ask them to open a service ticket with KraftMaid on your behalf and to share the ticket/case number. This is the route KraftMaid expects for most after‑sale issues, including freight damage, missing items, and warranty claims.

If you need to contact KraftMaid directly, use the official web form at https://www.kraftmaid.com/contact-us/. Provide your full order information and photos (see “What to have ready” below). Expect an acknowledgement by email; typical first responses arrive within 1–2 business days in normal volumes. For the most current phone availability and hours, check the contact page; staffing and hours can change seasonally.

Keep everything documented. Note the retailer’s store number, your project or sales number, and the names/titles of everyone you speak with. Save emails and take time‑stamped photos on delivery day. Good records routinely shave days off resolution time.

What to have ready before you call or submit

Arriving prepared is the single best way to reduce back‑and‑forth. KraftMaid and retailers will ask for very specific identifiers and visuals to verify the product and decide whether to repair, replace, or supply parts.

• Order identifiers: full order number from your paperwork or the retailer’s project/sales number; purchase date; retailer name and store number.
• Cabinet IDs: the cabinet codes from your plan (e.g., SB36, W3030, B15); location in the room; and, when available, the service tag inside a cabinet (often on a back or side panel of the sink base or a top drawer).
• Product specs: door style name, wood species, and finish/paint color; any glaze or sheen; crown/light rail/moulding profiles if affected.
• Hardware details: hinge or drawer slide photos (close‑ups of the stamping on the metal), and counts of parts needed (e.g., “2 left hinges, 2 right hinges, 1 soft‑close damper”).
• Photos: at least 2 room‑context shots, 2–3 close‑ups per issue, and one photo with a tape measure in frame to show scale. For finish issues, shoot in indirect daylight; avoid flash glare.
• Measurements: door/drawer front width and height to the nearest 1/16 in; cabinet opening size; and overlay/spacing if alignment is the concern.
• Delivery/installation timeline: delivery date, date unpacked, and installation date; note any concealed damage noticed within the first 5–7 days.
• Proof of purchase: invoice, sales contract, or paid receipt showing you as the original owner at the installation address.

Those details help determine whether your issue is freight damage, a manufacturing defect, a field/installation condition, or normal material variation. The better the documentation, the faster your case moves and the more likely a one‑shipment, first‑time fix.

Understanding KraftMaid’s warranty (what’s covered and for how long)

For residential installations purchased through authorized channels, KraftMaid typically provides a limited lifetime warranty to the original owner for defects in materials and workmanship for as long as you own your home. Commercial or multi‑family installations usually carry shorter terms (commonly 5 years). Always review the current warranty posted at https://www.kraftmaid.com to confirm terms in effect at your purchase date.

Coverage focuses on manufacturing defects—think cracked door frames at joints, finish adhesion failure, or hardware that doesn’t function as designed. Natural characteristics of wood (grain pattern, mineral streaks, pin knots), reasonable color/finish variation, and normal aging (e.g., mellowing of stains or yellowing of whites over the years) are not considered defects under any cabinet warranty.

Exclusions generally include damage from improper storage/installation, excessive moisture or heat, plumbing leaks, UV exposure, abuse or misuse, and field modifications. Freight or concealed damage normally must be reported promptly—follow your paperwork, but plan on notifying your retailer within 5 calendar days of delivery for visible freight damage and as soon as discovered (ideally within 30 days) for concealed damage.

Service parts, replacements, and realistic timelines

Most service solutions fall into three buckets: replacement finished parts (doors, drawer fronts, face frames, mouldings), functional hardware (hinges, drawer slides, soft‑close dampers), and finish repair materials (touch‑up pens, fill sticks, kits). Hardware is the fastest; finished wood parts take longer due to color/finish matching and curing time.

As of 2025, typical timelines are: small hardware 3–7 business days; touch‑up materials 5–10 business days; stained doors or drawer fronts 3–5 weeks; painted parts 4–6 weeks; specialty mouldings or unique profiles 4–8 weeks. High‑demand paints and special glazes can add 1–2 weeks. Your retailer’s service ticket will show an estimated ship date that updates as the factory schedules your item.

Shipments of large or fragile parts may go via LTL freight with an appointment window. Inspect at delivery; note any damage on the bill of lading before signing. Keep packaging for at least 48 hours after delivery in case an exchange is needed—carriers often require photos of the packaging for damage claims.

Costs and out‑of‑warranty options

When an issue is covered, parts and standard ground shipping are typically provided at no charge. Out of warranty—or when the cause is non‑warranty (installation damage, pet or appliance heat, water events)—you can still order parts. Expect ballpark 2025 pricing: soft‑close hinges $7–$18 each; drawer slide sets $25–$45; touch‑up pens $12–$20; fill sticks $8–$15; full touch‑up kits $25–$40. Finished replacement doors commonly range $150–$350 depending on size, wood, and finish; drawer fronts $60–$120; drawer boxes $80–$160.

Color matching matters. A door made years after the original install may not be a perfect visual match due to natural aging and batch variation—especially on whites and painted finishes. When ordering a single replacement in a prominent location, consider ordering two doors to flank a pair so the eye reads them as a set. Your designer can advise when that’s worthwhile.

If a finish has been discontinued, ask about nearest‑match options or a full‑run refacing of a section. That can be more economical than replacing entire runs, particularly on small kitchens or accent colors (e.g., islands) where a cohesive contrast is acceptable.

Working with retailers and installers

Retail service desks need your store project number and the name of your designer; those numbers drive access to your original spec sheet. Independent dealers typically use a dealer PO or job name—ask for a copy if you don’t have it. If your installer purchased on your behalf, clarify whether they or you are listed as the “customer of record,” since that controls who can authorize service actions.

Installation conditions matter. Cabinets installed out of level, out of plumb, or forcibly scribed can introduce door misalignment or racking that looks like a defect. Customer care will often ask for level and plumb readings, shim photos, or reveal measurements. If the factory requests a field inspection, cooperate—third‑party inspectors can speed a resolution by distinguishing installation corrections from factory replacements.

Care, maintenance, and preventing issues

For routine cleaning, use a soft cloth dampened with warm water and a drop of mild dish soap, then dry immediately. Avoid ammonia, bleach, citrus solvents, abrasive powders, and solvent‑based cleaners; they can haze or soften the topcoat. Maintain indoor relative humidity around 30–50% year‑round; excessive dryness or humidity can cause panel movement or hairline joint lines that are not defects.

Hinges are 6‑way adjustable. If a door appears off after shipping or seasonal changes, use the hinge screws to adjust up/down, in/out, and left/right before assuming a warped door. For drawers, verify that slides are fully seated and that the cabinet is level; a 1/8 in tilt across a 36 in run can cause uneven gaps.

Protect sink bases and dishwasher flanks from heat and moisture. Install drip trays under sinks and wipe spills promptly. Add bumpers where needed to prevent door‑to‑door contact, and re‑adhere loose bumpers with alcohol‑prepped surfaces.

Escalation and a realistic resolution timeline

Most cases resolve without drama if you follow the chain: retailer/designer first, then factory service via ticket, then escalation only if milestones slip. Ask for and keep your service ticket number. If you don’t see movement, politely escalate with facts, dates, and photos rather than opinions.

• Day 0–1: Open a service ticket with your retailer or via https://www.kraftmaid.com/contact-us/. Get the ticket/case number in writing.
• Day 1–3: Acknowledgement and triage. You may be asked for additional photos, measurements, or proof of purchase. Supply within 24 hours to hold your place in queue.
• Day 3–7: Decision and parts order. You should receive an estimated ship date for each item (hardware vs finished parts will differ).
• Week 2: Small parts ship. Track numbers provided via email or through your retailer.
• Week 3–6: Finished wood parts ship. Freight carrier contacts you to schedule delivery; inspect on arrival and report issues within 24 hours.
• If no progress by Day 10: Send a concise escalation referencing the ticket number, what’s outstanding, and your target completion date. Ask your retailer to involve their KraftMaid territory representative.

For complex cases (color obsolescence, repeated freight damage to a fragile profile), ask for consolidated shipping, extra packaging, or local pickup where feasible. Consolidation can add a few days but often avoids a second replacement cycle. If you must coordinate around a remodel schedule, communicate blackout dates early so shipping holds can be applied before items leave the factory.

Is KraftMaid high end?

Pricing and Value: Affordable Luxury
KraftMaid positions itself as a premium brand, offering extensive customization and a wide range of options. While its products are high-quality, they tend to come with a hefty price tag that may not fit every homeowner’s budget.

Does KraftMaid have a lifetime warranty?

Lifetime Limited Warranty
We’ll stand behind our products for as long as you own them. Read the KraftMaid warranty details.

How long are cabinets under warranty?

Warranty length is generally related to the price of the cabinets. The more expensive the cabinets, the longer the warranty. In general, warranties run from 5 to 25 years. As you move to more expensive semi-custom or custom cabinets, the warranties are for the lifetime of the cabinets.

Is KraftMaid sold at Lowes?

At Lowe’s, you can find samples from trustworthy brands such as Diamond and KraftMaid kitchen cabinets, as well as many other options.