Door Directly — Shipping & Returns Policy

Last updated: September 14, 2025

Order Confirmation

Once you place an order, you’ll receive an email confirmation. This means we’ve received your order and pre-authorized your payment.

We then confirm availability with our manufacturing partners.

In stock: We capture payment and move the order to fulfillment.

Backordered/unavailable: We void the pre-authorization and email you with options.

Lead Times

In-stock doors & hardware: Typically ship within 5 business days.

Made-to-order / custom doors (non-standard sizes, special finishes, factory pre-hang/boring, glass selections, etc.): Production times vary; estimated ship windows are shown at checkout and in your confirmation email.

Shipment & Tracking

When your order ships, you’ll receive tracking within 24 hours at the email used at checkout.

Most doors ship via LTL Freight (palletized) with curbside, liftgate service. Freight carriers will contact you to schedule a delivery window.

Important: Freight deliveries are curbside only. Drivers do not carry items up stairs, into garages, or through doorways. Please arrange help to move items from curb to your desired location.

Delivery Preparation (Read This!)

Ensure a clear path for the pallet and enough manpower to move a heavy door safely.

If your location requires special access (gated community, limited-access street, islands, remote or dense urban zones), extra fees may apply. We’ll reach out before delivery if needed.

Missed appointments, address changes after dispatch, and re-delivery may incur carrier fees billed to the customer at cost.

Where We Ship

We currently ship to the 48 contiguous United States.

We do not ship to PO Boxes.

Canada: Some products may be eligible; email DoorDirectly@gmail.com for a quote (duties/taxes and brokerage are the customer’s responsibility).

We reserve the right to decline shipments to locations with excessive accessorial fees, or to proceed with customer-approved surcharges.

How Your Order Arrives (LTL Freight)

Your door ships crated/palletized and shrink-wrapped to protect it in transit.

The carrier will unload to curbside with a liftgate.

What To Do At Delivery (Inspection Required)

Inspect the entire pallet before signing.

If any damage is visible: note specific damage on the Bill of Lading (e.g., “cracked stile, left side,” “torn crate, dented edge”). Take clear photos.

Severe damage? You may refuse delivery and write “Refused—damaged” on the Bill of Lading.

Concealed damage: If you can’t fully inspect, write “Subject to inspection / possible concealed damage” before signing.

Report all damage or shortages within 24 hours to DoorDirectly@gmail.com with photos, your order number, and the signed delivery slip. We’ll coordinate replacements or parts and handle the freight claim.

Damages & Missing Parts

Email DoorDirectly@gmail.com within 24 hours of delivery with photos and details.

Keep all packaging/crates until your claim is resolved (carriers may inspect).

We will replace damaged/missing parts or items as quickly as possible.

Cancellations

Within 24 hours of order placement: No fee if production hasn’t started.

After 24 hours / once production begins: A cancellation fee may apply (up to 25% or actual supplier fee, whichever is greater).

If shipped: Round-trip freight charges and any restocking fee apply.

Returns (RMA Required)

To start a return, email DoorDirectly@gmail.com within the window below to obtain a Return Merchandise Authorization (RMA) and the correct return address. Returns sent without an RMA will be refused.

What Can Be Returned

Standard products (stock sizes/finishes) delivered within the 48 contiguous U.S. may be returned within 15 days of receipt.

Items must be new, unused, uninstalled, and in original packaging/crate with all hardware and documentation.

What Cannot Be Returned

Custom / made-to-order doors (non-standard sizes, special finishes, custom glass, pre-hung configurations, custom boring/mortising).

Used, installed, or modified items, cut/painted doors, or items not in original packaging.

Final sale / clearance items.

Return Shipping & Fees

Customer is responsible for return freight using a trackable method.

Restocking fee: Up to 25% of the product price (or the manufacturer’s restock fee if higher).

Original outbound shipping is non-refundable.

Write your RMA number clearly on the outer crate (not on the product).

Refunds

After inspection, approved refunds are issued to the original payment method for the product price minusrestocking and any shipping/ancillary carrier fees (re-delivery, storage, address change, liftgate beyond standard, etc.).

Order Issues (We’re Here To Help)

If there’s a problem with your order (wrong item, missing hardware, factory defect), email DoorDirectly@gmail.com with your order number, photos, and a description. We’ll make it right.

Payment Authorization & Charges

Your card is pre-authorized at checkout.

We capture payment when the order is confirmed in stock or enters production.

If an item is unavailable, we’ll void the pre-authorization and notify you.

Contact

Email: DoorDirectly@gmail.com
Business hours: Monday–Friday, 9am–5pm (Pacific Time)

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