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Customer Support

We are dedicated to providing our customers with a superior level of service. Please see below for ways in which we can assist.
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Frequently Asked Questions
Where can I get advice on what type of stain or paint to use when finishing my door?

Every location is different (different weather, different exposure for a particular door) and every door is different (design, wood species, potential upgrades), we recommend contacting a local finishing expert. They will know the best products to use for the region. Fortunately, there are many good options available

How do I cancel an order?

Please call us within one business day of placing the order, to speak with a customer service representative and inquire about canceling or changing an order. Custom orders such as pre-hung doors or doors with factory finish options are not allowed unless the order is cancelled prior to commencement of production.
A 10% cancellation fee will be assessed regardless of the reason for cancellation.

What happens if I order an item that is not in stock?

When an item is backordered, we do our best to update our customers on any new ETA's (Estimated Times of Arrival) we receive from manufacturers. If an ETA changes, we inform all affected customers. If an ETA changes a second time for the same product, we contact all affected customers requesting permission to keep them on backorder. If we are unable to reach a customer, or unable to receive permission to wait on a second ETA change, we will cancel the customer's backorder.

Customers may remain on backorder, choose a replacement, or cancel the order at any time. If you need assistance with a backorder, please contact us.

Will I recieve all the items in my order at the same time?

Orders are shipped to the customer directly from the manufacturer's facility. If you order items from different manufacturers, your order will arrive in multiple shipments. We will keep you posted via email when each part of your order ships.

Do you ship overseas?

We ship within the contiguous 48 United States. If you are interested in international shipping we may ship to your freight forwarder if they are located within the contiguous 48 United States. Please call customer service for additional information.

How long does my refund take?

Refunds generally appear on your credit card statement in one to two billing periods. Since all our online orders require credit cards as the method of payment, your refunds will take the form of a credit back to the same card used to make the original purchase.

How will I know that you've received my order?

Once items have been ordered, a confirmation page will show a summary of your transaction. You may choose to print this for your records. An email version of this summary will be sent promptly, provided that we have an accurate email address.

Which credit cards do you accept?

We accept Visa, MasterCard, American Express, Discover, and Paypal. If you wish to pay via check please call customer service.

Do you accept returns?

We want you to love your new door. If you are not satisfied, qualifying orders may be returned within three days of taking delivery. Custom orders, consisting of pre-hung doors or finished doors, are considered custom and they are non-returnable. When an order is returned, shipping and restocking fee will apply.

Click here for our return policy or call customer service.

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