We take in pride in supplying high-quality doors, frames, and hardware and we stand behind our products. We will work with you to ensure you’re completely satisfied with your order. If you need to return a product or have questions on warranties and the policies outlined below, our staff will be happy to assist you. Please contact us or call us at 1-844-878-3667
Doors and Frames
Trudoor does not allow returns for any material sold & received as ordered, unless authorized. A restocking charge may be invoked in connection with the return of any product. We do not, by any means accept returns for custom, modified, prepped, pre-finished, or previously installed products that have been altered whatsoever from their original condition.
Stock frames and/or doors that were not modified or prepped may be returnable. You must contact us to request an RGA number in advance of returning any product. Packages that arrive without the RGA number prominently displayed on the outside of the carton or crate may be refused and returned to you unopened. Restocking fees of up to 35% may apply to returned doors and frames. You are responsible for freight charges incurred for returning any item.
Missing or Wrong Items
Missing or wrong items must be reported within 48 hours of receiving material. Contact us to report missing or wrong items.
Freight Damages
All shipments not delivered by a Trudoor owned truck are F.O.B. Point of shipment. Title passes at the time of shipment. All freight claims are the responsibility of the purchaser. Customer must note any freight damage on the receiving tickets or bill of lading and shall be responsible for filing claims with the delivery carrier. Trudoor LLC shall not be responsible but will provide assistance in making such claim. Visibly damaged goods must be reported to the driver, noted on the bill of lading, and must be reported to support@trudoor.com within 48 hours of delivery. If the package shows visible damage and you feel that all or most of the material is unusable, we recommend that you refuse the delivery in its entirety.
NOTE: Surface scratches on metal doors and frames do not constitute damage, as doors are shipped unfinished (primed gray).
Changes and Order Cancellations
The following applies to any cancellation of part (or all) of an order, or any change to an order, after receipt by Trudoor.
Order Changes or Cancellations must be reported within 24 Hours. Change orders or cancellations requested after 24 hours are subject to the approval of Trudoor. Additional charges may apply, including restocking fees up to 35%. Order cancellations on custom, modified or fabricated orders are not accepted and will be charged at full quoted price, minus shipping expenses. Trudoor reserves the right to reject any change order request submitted after 24 hours.
NO RETURNS WILL BE ACCEPTED AND/OR REFUNDED WITHOUT PRIOR AUTHORIZATION
Cut-to-Size Glazing Products
Glass is cut to order and non-returnable or refundable. Trudoor assumes no liability or responsibility for misspecified and/or misordered glazing materials.
Claims for Shortage or Damage in Transit
All claims must be made within ten (10) days of receipt of goods
To report a claim, email support@trudoor.com or contact us.
Vision Lite Frames, Louvers, and Hardware
Trudoor does not allow returns for any material sold & received as ordered unless authorized. A restocking charge may be invoked in connection with the return of any product. We do not, by any means accept returns for custom, modified, or previously installed products that have been altered whatsoever from their original condition. Only products in original packaging and in resalable condition will qualify for a full refund.
Some products including many vision lite frames, lite kits, and louvers are made to order. These products are non-returnable or refundable. If a product is made to order, the product page will include a notice clearly stating that the product is not returnable. Hardware that is not available in our online catalog may be specially ordered. Special ordered products are non-returnable or refundable. Electrical products may not be returned if power has been applied.
Locks, cylinders, or other hardware that is keyed alike are non-returnable or refundable.
Products eligible for return may be accepted for return within 60 days of purchase. We cannot accept returns for products purchased more than 60 days ago. If defective after 60 days, please refer to our warranty policies.
You must contact us to request a Return Authorization number in advance of returning any product. Packages that arrive without a return authorization form inside or the RA number prominently displayed on the outside of the carton may be refused and returned to you unopened. Restocking fees of up to 45% may apply to returned products. You are responsible for freight charges incurred for returning any item unless we shipped you the wrong item or the item is defective or damaged.
To qualify for a general return, the item(s):
Must be in resalable condition
Must be free from scratches and/or defects
Must not have been installed
Must be in the original manufacturer’s box and packaging and be free of writing or shipping labels
Must not be missing pieces
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It is strongly recommended that you declare value when returning products to us that are valued at more than $100 as most carriers will not cover losses over that amount without additional insurance.
Refunds for returns are applied to the payment method used at the time of purchase after we receive and inspect the product(s). Please allow 5-7 days from when the return is received for a credit to appear on your account. If the item(s) arrive back to us in a condition that is not resalable, no credit will be issued. Rejected items may be returned to you at your shipping expense or scraped.
Return shipping is the customer’s responsibility. A return address will be provided with RA#.
Claims for Shortage or Damage in Transit
All claims must be made within ten (10) days of receipt of goods
Contact us to report an incorrect product received. Return shipping for defective products will be paid for by Trudoor in form of either a prepaid shipping label or by the issuing of a call tag.
NO RETURNS WILL BE ACCEPTED AND/OR REFUNDED WITHOUT PRIOR AUTHORIZATION
Warranty Information
Trudoor supports all manufacturer warranties for the products that we sell.
If you have a product that is defective, please contact us to discuss the issue and resolve your problem. Proof of purchase is required, so please have your invoice/packing slip on hand when you call.
The following costs and expenses are not covered by the provisions of any warranties:
- Labor costs for the removal and re-installation of products or other manufacturer’s products
- Shipping and freight expenses required to return products to company
- Normal maintenance
- Economic losses
Warranty Certificates
Air Louvers Warranty
Best Access Warranty
Bobrick Warranties
Cal-Royal Warranty
Ceco Warranty
Curries Warranty
Design Hardware Warranty
Dormakaba Hardware Warranty
Hager Warranties
Haley Bros. Warranty
Kaba Warranty
LCN Product Warranty
Masonite Warranty
Moen Warranty
NGP Warranty
Norton Warranty
Precision Hardware Warranty
Rixson Warranty
Rockwood Warranty
Sargent Warranty
Schlage Warranties
Schott Pyran Warranty
Select Hinge Warranty
Steelcraft Warranty
Timely Warranty
Trudoor Brand Hardware Warranty
Von Duprin Product Warranty
Yale Warranty