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?

If your order hasn't shipped yet, we'll do our best to help. Contact us as soon as possible with your order number. Contact us.

How do I check my order status or track my shipment?

Use our tracking page: Track Your Order. If you need help, contact us with your order number and the email used at checkout. Contact us.

Do you offer bulk pricing or contractor quotes?

Yes. Submit your project details here: Request a Quote.

Shipping

Do you ship internationally?

No, we do not ship internationally at this time.

Do you ship to PO boxes?

No, we cannot ship to PO boxes.

How long does shipping take?

Shipping times vary by product and destination. Many items ship quickly, but some specialty finishes or brands may take longer. If you have a deadline, contact us before ordering and we'll help confirm timing. Contact us.

Returns

What is your return policy?

You can review our return policy here: Returns. If you have questions about eligibility or your order, contact us with your order number. Contact us.

Can I return an installed item?

Return eligibility depends on product condition. If something was installed and there's an issue, contact us—we'll help determine the best next step. Contact us.

What if my order arrives damaged or missing parts?

Contact us as soon as possible with photos of the packaging and product. We'll help resolve missing parts or damage quickly. Contact us.

Warranty

Do your products come with a warranty?

Most items are covered by the manufacturer's warranty, and coverage varies by brand and product.

How do I start a warranty claim?

Warranty claims must be filed with the manufacturer. If you need help identifying the manufacturer, model, or finish from your order, contact us and we'll assist. Contact us.

Door Hardware (Choosing the Right Function)

What's the difference between keyed entry, privacy, and passage?

Keyed entry uses a key (common for exterior doors). Privacy locks from inside (bath/bedroom). Passage does not lock (halls/closets). See our guide: Keyed vs Privacy vs Passage.

What is a dummy door knob/lever?

A dummy is an inactive handle with no latch—often used on the fixed side of double doors or on doors that don't need to latch. See our guide: Keyed vs Privacy vs Passage.

How do I know what size lock fits my door?

Check backset (commonly 2-3/8" or 2-3/4"), door thickness (often 1-3/8" to 1-3/4"), and bore hole size (often 2-1/8"). If you're unsure, send a photo and measurements and we'll help. Contact us.

Cabinet Hardware

What does "center-to-center" mean for cabinet pulls?

Center-to-center (CTC) is the distance between the centers of the two screw holes on a pull. Matching CTC is the easiest way to replace pulls without drilling new holes. See our guide: Cabinet Pulls: Center-to-Center.

Can I replace cabinet pulls without drilling new holes?

Yes—match your existing center-to-center measurement. If you want to change sizes, consider a longer pull or backplate to cover old marks. Read the CTC guide.

Smart Locks

Do smart locks work with Wi-Fi?

Some do, and some require a hub/bridge for remote access. Many locks pair by Bluetooth first. See our guide: Smart Home Locks Quick Start.

Why is my smart lock keypad acting up?

Low batteries are the most common cause. Replace with fresh batteries and re-check setup in the app. Smart Home Locks Quick Start.

Commercial Hardware

Do fire-rated doors require special hardware?

Fire-rated openings commonly require self-closing and self-latching operation. Requirements vary by application and local code. See our guide: Commercial Door Compliance.

When is panic/exit hardware required?

It depends on door use, occupancy, and local code. If you share your door type and application, we can help point you in the right direction. Contact us.