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Shipping Policy

Where Do You Ship?

We ship high-quality window hardware worldwide. Our team strives to provide a seamless shopping experience for customers around the globe. Wherever your home is, Window Hardware Direct will do our best to deliver excellence to your doorstep. To confirm that we can ship to your international location, please contact us.

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.  For block and tackle balances that need guides such as Series 300 etc, if you remove the guides in the shopping cart and the order isn't caught by customer service and canceled, the balances will come with whatever is available in stock, and returns for this item is void.  

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 outlined 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:

International Shipping is only available via USPS Priority Mail International. Shipping will not include any additional customs fees or taxes that are assessed at the border.  Shipping times vary depending on destination country.  Please expect 4-8 weeks fro delivery, but verify if unsure.  

When ordering outside of United States of America, the recipient is responsible for assuring the product can be legally imported to the destination country.

The recipient is the importer of record and must comply with all laws and regulations of the destination country. The recipient of an international shipment may be subject to import taxes, customs duties and fees, which are imposed once a shipment reaches the recipient's country. Additional charges for customs clearance must be fulfilled by the recipient. Ultimate Direction has no control over these charges, nor can Ultimate Direction predict what they may be.

Customs, duties, and taxes are non-refundable: so a shipment that is refused because of unexpected import fees, the cost of the original shipping and any return shipping charges will not be refunded. Customs policies vary widely from country to country; you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

To avoid a delay in receiving your order from customs, we strongly suggest:

  • Providing a phone number where you can be reached by customs when your product arrives. This phone number will be listed on the commercial invoice so customs can reach you to clear your order.
  • Please do not refuse a shipment or ignore requests from carriers regarding duty and/or tax liability charges. Be aware that most carriers will hold a shipment for 5 days after arrival in your country before they return it to the sender.

We do not refund original shipping charges for goods that are refused for delivery at customs.