Delivery Status: Any delivery dates set forth by Window Hardware Direct are estimates only and are not intended as a guarantee of date of delivery. Our pledge is for quick and efficient processing of your order. However, due to the nature of our business, stock shortages will occur from time to time. Items will remain on backorder until shipped. Window Hardware Direct will not be liable for any delay in delivery or failure to deliver any or all of the goods in case such delay results from causes beyond our control. Order status may be obtained from our customer service department at 1-800-842-0974 or by logging in to your account. All orders will leave our warehouse in three to four business days.
Returns: All returns must be made within 14 days from receipt of item. No items will be accepted without a Return Merchandise Authorization number (RMA#). Any unauthorized returns will be refused. A restocking fee of 25-75% will be charged and shipping fees will not be refunded for approved returns when the customer ordered incorrectly. To start a return, please visit our RMA Center. Special order or custom fabricated parts are not returnable unless defective. When you ship your item back please write the RMA number that is given on the side of the box. You have 14 days to ship your return back or a refund will not be issued. By placing an order, you agree to this return policy.
Returned to Sender: Any packages that are returned to sender due to insufficient address or refused delivery will need to be reshipped. We will contact you via email to discuss. To have your package reshipped, you will have to give us a call at 1-800-842-0974. If we do not hear back from you or cannot reach you, we will issue a refund as outline above.
Exchanges: If you need to exchange your item(s), you will have to start a return as outlined above and then place a new order for the correct items.
Damages/Shortages: All material in transit is the property of the buyer and the buyer assumes responsibility for fling claims and for damages. Please inspect all freight for visible damage prior to accepting. Do not accept cartons which show damage or are open. The buyer must make claims for concealed damage with the carrier, within ten working days. Original shipping carton must be retained. Shortages must be reported to our Customer Service Department here or at 1-800-842-0974 within ten (10) working days.
International Shipping: We currently only offer international shipping to Canada. Shipping is only via USPS Priority Mail International. Shipping will not include any additional customs fees or taxes that are assessed at the border. For other international locations, please contact us.