Returns & Refunds

You can cancel at no charge before your order is released to the builder. Once a custom order is released, it can't be cancelled because the unit is being made for you.

Custom-built doors and windows can't be returned or exchanged for a change of mind, an ordering or measuring mistake, or a different style choice. If we made the mistake (the unit doesn't match your approved order), we will repair or replace it.

Unused hardware in its original, unopened package can be returned within 30 days of delivery. Email us first for return instructions. Return shipping is your responsibility. Hardware that was installed, sold as part of a door, or installed in our shop can't be returned.

Inspect every shipment before you sign. Write any damage on the delivery receipt, and email us photos within 48 hours, including for damage you find after unpacking. We file the carrier claim and repair or replace damaged items. Signing a clean receipt can limit the claim, so please check carefully.

Approved refunds go back to the original payment method: cards are refunded to the card, and cash or check payments by check. A refund never exceeds the amount you actually paid. Freight already used and approved fees for refused or redelivered shipments are not refundable. Card refunds usually appear within 5 to 10 business days.