Frequently Asked Questions
Find quick answers about ordering, shipping, returns, warranties, and choosing the right hardware. Still need help? Contact us.
Orders
Can I change or cancel my order?
Cancellation requests should be submitted as soon as possible, but a request does not guarantee that an order can be canceled. An order may no longer be eligible for cancellation after it has been processed, allocated, packed, shipped, ordered from a supplier, submitted to a manufacturer, customized, keyed, assembled, configured, or placed into production. See our Refund & Returns Policy or contact us with your order number.
How do I check my order status or track my shipment?
Use our Track Your Order page. If you need help, contact us with your order number and the email used at checkout.
Do you offer bulk pricing or contractor quotes?
Yes. Submit your project details through our Request a Quote form.
Shipping
Where do you ship?
We currently ship only within the 48 contiguous United States. We do not ship to Alaska, Hawaii, Canada, international destinations, APO addresses, FPO addresses, or DPO addresses. See our Shipping Policy for details.
Are there shipping address restrictions?
Shipping availability can depend on the product, carrier, destination, and delivery requirements. For destination restrictions and freight information, review our Shipping Policy. If you have questions about a specific delivery address, contact us before ordering.
How long does shipping take?
Processing time and carrier transit time are separate. UPS Standard Ground is typically 1 to 5 business days in transit after shipment. Expedited shipping affects carrier transit time after shipment; it does not shorten manufacturer, supplier, warehouse, special-order, or other pre-shipment lead times. If your project is time-sensitive, contact us before ordering. See our Shipping Policy for details.
Returns
What is your return policy?
Return requests for qualifying merchandise must be submitted within 60 calendar days of delivery and require approval before merchandise is shipped back. Eligibility, product-condition requirements, packaging requirements, restocking fees, non-returnable items, and return-shipping terms are explained in our Refund & Returns Policy. To begin an eligible return, use our Return Request Form.
Can I return an installed item?
Installed, used, altered, or modified merchandise generally does not qualify for an ordinary return under our policy. If an item arrived damaged, appears defective, or was shipped incorrectly, contact us before installing, altering, or returning it. Review our Refund & Returns Policy for full requirements.
What if my order arrives damaged, defective, incomplete, or incorrect?
Claims for shortages, freight damage, defective merchandise, or incorrect items must be reported within 5 days of delivery. Do not install, alter, discard, or return the affected merchandise before receiving instructions from us. Photos of the product, packaging, shipping carton, label, damage, defect, or model information may be required. Contact us as soon as possible and review our Shipping Policy and Refund & Returns Policy.
Warranty
Do your products come with a warranty?
Warranty coverage varies by manufacturer and product. Certain products may include warranties provided directly by their manufacturers, and those warranties are governed by the applicable manufacturer terms. Visit our Warranty Information page for available brand-specific warranty information.
How do I start a warranty claim?
Warranty procedures vary by manufacturer. Review the applicable manufacturer warranty terms first. If you need help identifying the manufacturer, model, or finish from your order, contact us and we can help you locate the appropriate warranty information.
Door Hardware
What's the difference between keyed entry, privacy, and passage?
Keyed entry hardware uses a key and is commonly used for exterior or secured doors. Privacy hardware locks from the inside and is commonly used on bathrooms and bedrooms. Passage hardware does not lock and is commonly used on halls and closets. See our Keyed vs. Privacy vs. Passage Guide.
What is a dummy door knob or lever?
Dummy hardware is inactive trim with no latch. It is often used on the fixed side of double doors or on doors that do not need to latch. See our Door Hardware Function Guide.
How do I know what size lock fits my door?
Verify the lock manufacturer's specifications for backset, door thickness, bore size, handing, and any model-specific requirements before ordering. Common residential backsets include 2-3/8" and 2-3/4", but requirements vary by product and door prep. See our Door Backset Measuring Guide, or contact us with photos and measurements if you need help.
Cabinet Hardware
What does "center-to-center" mean for cabinet pulls?
Center-to-center (CTC) is the distance between the centers of the two mounting holes on a cabinet pull. Matching the existing center-to-center measurement is typically the simplest way to replace pulls without drilling new holes. See our Cabinet Pull Center-to-Center Guide.
Can I replace cabinet pulls without drilling new holes?
Yes, when the replacement pull matches the existing center-to-center hole spacing. If you are changing sizes, verify the new pull dimensions and mounting requirements before ordering. Read the Center-to-Center Guide.
Smart Locks
Do smart locks work with Wi-Fi?
It depends on the model. Some smart locks connect to Wi-Fi directly, while others use Bluetooth and/or require a compatible hub or bridge for remote features. Check the manufacturer's compatibility requirements for the specific lock. See our Smart Home Locks Quick Start Guide.
What should I check if my smart lock or keypad is not working properly?
Start by checking the battery condition, manufacturer setup instructions, lock calibration or alignment, connectivity requirements, and user-code setup for your specific model. See our Smart Home Locks Quick Start Guide for general troubleshooting steps.
Commercial Hardware
Do fire-rated doors require special hardware?
Fire-rated openings typically require listed and compatible hardware and may require self-closing and self-latching operation, depending on the opening and applicable code. Requirements vary by building, occupancy, jurisdiction, and product listing. See our Commercial Door Compliance Guide and verify project-specific requirements with the applicable code authority or qualified professional.
When is panic or exit hardware required?
Panic or exit-device requirements depend on factors such as occupancy type, occupant load, door use, and applicable building and fire codes. See our Commercial Door Compliance Guide for general information, and verify project-specific requirements with the applicable code authority or qualified professional.
Still have questions?
Contact our team with your order number, photos, and measurements when applicable, and we'll help you identify the information or hardware you need. Contact us.