Return Policy

Office hours:
Mon-Fri 6am-4pm PST.
You may place an order at any time 24 hours a day, 7 days a week using our secure online ordering process.

Production Time:
Production lead times may vary per hardware and door line. Typical lead time guidelines are listed below. We do our best to keep these lead times but these are approximate and not guaranteed. You will be advised of any increased lead times or backorders upon your order review.

US made hardware – 2-3 weeks.
German made hardware – 3-4 weeks.
Doors – 4-6 weeks.

Rush orders can be requested by calling us at 866-815-8151 and speaking with a sales representative to walk you through the process, options and rush shipping costs.

Lead time for custom doors/hardware for finishes, custom hanger straps and door designs not shown on our site will vary based on engineering and production time required.

Transit times will also vary per carrier. Average transit is 4-5 business days or less.

Shipping Methods:
Free shipping includes UPS or Fed Ex Ground. Ground orders will be delivered to your door or closest, safest release area to the door at the drivers discretion. All Freight order will be delivered curbside. In some cases where the crate is too large to be unloaded using the lift gate on the back of the UPS Trucks, the customer will need to pick the crate up at the local HUB. It is the consumer’s responsibility to arrange for delivery beyond the curb or to pick up at the local HUB.

Please do not schedule the installation for your door/hardware until it has arrived. If your door is shipped via freight, the freight company will contact you for a delivery time.

International Orders:
We happily service clients all over the world however our Free Shipping Online Checkout process is not designed to handle international orders at this time. Call us at 866.815.8151 to place all international orders. Shipping will be added to all international orders.

Shipping addresses:
All carriers require a physical delivery address. Please review the accuracy of your shipping address before check out. Address changes after an order has been placed may result in additional fees. Contact us immediately after placing an order if you need to make a change. Any order that has shipped and needs to be changed will be at the discretion of the carrier and may result in additional re-route fees.

Confirmations:
Sales order confirmations are emailed on every order. If you find a discrepancy, please notify us immediately at 866-815-8151 to ensure you receive accurate products.

Changes to orders:
All product changes to orders must be made with 24 hours of placing your order. This must be done by calling us at 866.815.8151 and speaking to a customer service representative. No other method of change will be accepted. Changes made after the 24 hour period will incur a 20% change fee. Orders begin to process immediately after ordering and 99% of our items are made to order.

Cancelling an order:
Cancellation must be made within 24 hours of placing your order. This must be done by calling us at 866.815.8151 and speaking to a customer service representative. No other method of cancellation will be accepted. Cancellations made after the 24 hour period will incur a 20% change fee if the order has been partially completed. If the order has been completed, it cannot be canceled. Orders begin to process immediately after ordering and 99% of our items are made to order.

Product Substitution:
In the event that your specific product is no longer available, Specialty Doors reserves the right to substitute the part with a comparable product in quality, style and color.

Door Finishes and Wood Texture:
Rustic Doors are mostly made from Knotty Alder and are not finished to a smooth paint grade. It is normal to have large knots in the wood that give it character and a rustic look. Traditional Doors are made from Engineered Alder for a smooth paint grade or stain.

Kitted Doors:
Kitted doors are shipped unassembled and unfinished. If you are assembling your door yourself, ensure you have Assembly/Installation Instructions before you begin assembly. If instructions are not included, call us at 866-815-8151. All door kits are assembled to verify that they fit properly before they are shipped and then are disassembled for shipping. To prevent possible warping, we recommend having your door finished, shipped, and assembled. If you are having trouble assembling your door please call Specialty Doors at 866-815-8151 for customer support.

Delivery Inspection:
Upon delivery, if you observe damage to your hardware packages and/or door crates, you must note the damage or refuse the delivery due to damage with the driver. Claims will not be allowed without doing so. We ask that you open and inspect your packages thoroughly for any missing or incorrectly shipped items which must be reported to us within 3 days of receipt.

Shipping damage:
The damages must be reported to the shipping company driver and to us immediately as mentioned above in Delivery Inspection. Replacement orders for damaged goods are given priority.

30-Day return policy for Hardware:
Eligible returns excluding damages and defects must be requested within 30 days of receiving the order. Eligible returns include kits in a standard finish, standard hanger with either a 6’ or 8’ track length. Standard finishes and standard hangers are listed as options when building your kit on our website. All other special finishes, custom hangers and track lengths are considered custom and non-returnable. 30% re-stock fee plus return shipping will apply on all eligible returns.

An RGA (Returned Goods Authorization) will be issued upon review. You must return the hardware and/or doors in new condition, with no damages. Once your returned hardware is received into our warehouse, you will be given a refund (less the restock fee) within 10 business days.

30-Day return policy for Doors:
All doors are manufactured and custom built to the size and specifications of the customer and therefore non-returnable. All Unfinished Doors are non-returnable and not covered under warranty due to high risk of warping if not stained, painted, sealed and installed in a timely manner.

To help ensure door quality, hang as quickly after receiving as possible.
If door is unfinished, stain or paint as quickly as possible to prevent warping.

Warranty:
We offer a 20 year quality warranty against defects in materials and workmanship. Limited warranty will be stated on the item as it applies.

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