Shipping & Returns
Packaging and Shipping
To report any damaged items, please email Karen@doortodoorco.com.
Door orders from Door to Door typically process within 7 to 10 business days. Door orders with jamb kits have, at this time, an additional lead time of up to three weeks. We ship to the 48 contiguous U.S. states and the District of Columbia only. For shipping to Hawaii and Alaska, please contact us for a quote on your order.
Shipping fees cover standard delivery to residential driveway. Customizations or special requests to shipping are subject to additional fees. Any changes to the shipping and delivery information made after the order has been processed will be subject to a minimum adjustment fee of $65.
Front Door Delivery is limited to a 10 door purchase in 80"H. If you have any restrictions such as gravel driveway, steep hill, narrow driveway or road leading to your home, etc., please indicate so we can notify freight company to help plan accordingly. In any of these restrictions, Front Door Delivery will not be applicable.
When your merchandise arrives, particularly doors, you can expect the product to arrive on a motor freight carrier. Dealing with a motor freight carrier is substantially different than using UPS, FedEx or the Postal Service. For UPS, order will be dropped off without notification or signature required(unless customer chooses option at checkout). When your product arrives, expect it to be heavy and bulky. Door units can weigh anywhere from 100 to 450 pounds in their crate.
Once freight carrier schedules your delivery, you must be present to sign that you've received your order. They will not leave your order without having that signature and someone to verify the delivery. In the case you are not present, you will be subject to a re-consignment fee for re-delivery (varies on location). If you notice apparent damage to the crate or any other damage to product from the outside of the crate, DO NOT sign for delivery. If you sign, you are acknowledging you accept the delivery and product as is and will not qualify for a replacement, refund, or any credit. You will want to hold the driver there until you have opened the crate and inspected to make sure no damage has occurred to the product.
Please do not expect a motor freight driver to help you unpack and/or move your parcel- we cannot stress this enough. You can expect the driver to move your product to the tail of their truck and from that point on, the cargo is yours to manage. We suggest that you have some assistance on hand to help out. Often, door units are easier to manage once removed from their crate, so you might want to uncrate immediately before lifting to relocate the door from the curb to your home.
We take care in the packaging of our product. Please be prepared for the excess material and have a plan for the removal and disposal of the packaging used in the crating of your delivery.
*Above is one door crated and ready to ship, for your reference.
Please note, some drivers have been known to be of more assistance if you are able to offer them some financial compensation, but we cannot guarantee this - it’s just a recommendation from previous experience. Please be safe in unloading your merchandise.
All orders are shipped via a motor freight carrier. Dealing with a motor freight carrier is different than using UPS or the postal service. For UPS, order will be dropped off without notification or signature required(unless customer chooses option at checkout). Someone must be present at the shipping location to inspect the packaging for damage. When your product arrives, expect it to be heavy and bulky. The driver will lower the freight to the ground and get it out of the weather if the location is easily traversed with a pallet jack. If the pathway/driveway is long, sloped, graveled, or basically tough to maneuver plan on taking the shipment at the drivers truck. Do not expect a motor freight driver to carry anything inside unless an inside delivery was arranged prior to shipment. If inside delivery is needed additional charges will apply.
The door(s) will be easier to manage once you cut the plastic bands that bind them to the pallet. This will leave you handling a 60 lb door (approximately) rather than an entire pallet. This will also allow you to inspect for any damage.
When your order arrives, be sure to inspect for quantities ordered and condition. All claims must be made within 8 hours of receipt of your door. If the strap is broken or the package appears damaged DO NOT release the driver or sign for the delivery. Document all damage and contact us to submit a claim with the carrier within 8 hours of receipt. We are not responsible for orders not checked within the claim window. If any items are missing from your order, you must notify us via email or phone within 7 days of receipt.
Because of the shop labor, shipping, packaging, and administrative costs incurred in processing an order, it is important that our customers know exactly what they want and need before ordering. If you are not sure what you are ordering, please call us for clarification. A sale that results in an unhappy customer is not worth the sale. There is a 60 day return time from the date order is delivered to customer.
In the event you must return or request a refund of any type, your refund must be approved and will be initiated within 24-48 hours with the same form of payment when the order was originally placed.
There is a 25% restocking fee on In-Stock 6'8" tall doors and 30% restocking fee on 8' tall doors. All sales of custom doors, including orders with jamb kits, all hardware and all fiberglass doors are final and not eligible for refund. For details on Door to Door’s warranty policy, please click here.
ELIGIBILITY FOR REFUND
Once your order leaves our warehouse, it is in the freight carrier's possession. In order for your delivery to be completed, the freight company must be able to speak with you to schedule your delivery, then have someone present to sign and inspect the merchandise. If the freight company is not able to reach you and merchandise goes into their storage facility, customer is responsible for storage fees determined by the freight company. There is limited time(approximately 7days) items will be held by the freight company before it's determined to be disposed of accordingly. If this should be the case, the order purchased by the customer will NOT be eligible for a refund.
The customer must prepay all freight when returning an order.
If customer does not follow highlighted procedure for receiving deliveries in timely manner from freight carrier, customer will be held responsible for accepting terms of conditions that gets checked when making purchase. Any actions from buying customer that does not comply with our conditions, may result in not receiving a refund if due diligence is not followed per our instructions.
Items will be subject to a 50% surcharge if modified or cancelled 24 Hours after placing the order.
Contact us for further instruction on returns or questions: email@example.com.