Upon receipt of merchandise inspect the shipment carefully. If you find any product does not meet your satisfaction contact us immediately and tell us your concerns. We will not accept returns on certain products (see below), or products held for more than 15 days after delivery. We will exchange any product which was delivered defective or in the rare instance we shipped the wrong product.
Occasionally a product is damaged in shipping. Your shipment is insured for its full value. By refusing the shipment or signing for it as "damaged" the carrier is required to pay for the damage. Unfortunately, most customers are not aware of these rules and simply sign for the shipment "as is". This relieves the carrier from responsibility and leaves you with a worthless shipment. Sometimes the damage can be resolved, most times it cannot.
To return merchandise please call Commercial Door Hardware Supply ("CDHS") Support at 844-366-7669 extension 2 or email us using our Contact Us page to obtain a Return Goods Authorization (RGA) number before shipping merchandise back to CDHS. This will help ensure the proper action or credit upon processing. No merchandise may be returned for credit or exchange without a Return Goods Authorization. Do not ship anything back until you receive the proper warehouse address to ship back to - we utilize many warehouses across America.
In order to expedite a return, please have the following information on hand when requesting an RGA number: your email, order number, part number, reason for return, action to take (replacement/repair/return/credit) and whether the product package has been opened or not.
If the return is authorized by CDHS an RGA number will be issued to you. Merchandise returned must have the RGA number clearly marked on the outside of the shipping box and reach the proper warehouse within 15 days from the date the RGA is issued.
You are responsible for shipping charges to CDHS's distribution center as indicated on the RGA for all merchandise being shipped for return, exchange or replacement. Shipments of returns must be prepaid. We will not accept COD returns. Merchandise exchanged or replaced will be shipped by CDHS to you at CDHS’s expense.
All returned/exchanged merchandise must be in original factory condition and must include all accessories, packing material, inserts, manuals, warranty cards (not filled-out), and the product package in which it was shipped. No returns will be accepted with markings on product packaging.
No return will be accepted if it is sent back in its product package only, meaning that all product packages must be packed in a shipping box. Care must be taken to package all returns to ensure that they are not damaged in shipment. CDHS will not credit returned items that have not been properly packaged and as a result sustain damage in shipment back to our facility.
Locksmith tools, key machines, safes, and factory orders are not returnable. We will not accept back any merchandise that has been installed. Activar products are subject to a 50% handling and restocking fee for merchandise returned in usable condition.You are responsible for freight costs incurred to return the merchandise. Any merchandise returned freight collect will be rejected. PDQ products accepted for return are subject to a minimum 35% processing charge of the net material value on the original invoice, less freight and cash discounts. Full credit against future purchases or replacements will be made at the option of CDHS. Select Products Limited products are subject to a 35% restocking fee. Only stock hinges without modifications are eligible for return. Hinges with custom colors, special lengths, cutouts, electrical preps or other custom processing cannot be returned.
If you are shipping merchandise of any significant value, you should consider using a trackable shipping service or purchasing shipping insurance. We don't guarantee that we will receive your returned merchandise.
An order can be canceled as long as it has not been processed for shipping. Once an order has been packaged it cannot be canceled. At that point your only option is an authorized return (See Return Policy above). Refused orders will be treated like a return, which means a refund is subject to our discretion. Factory/special orders cannot be canceled or returned.
Most orders are processed the same business day as your placement of order. Some shipments may arrive in multiple deliveries. We will let you know what to expect in terms of delivery dates.
Due to the heavy weight of some products, and the fact that many come directly from the manufacturer and different warehouses throughout the USA, we reserve the right to make changes to shipping method and/or prices. We will always contact you prior to levying any additional charges.
Whenever we offer free shipping, merchandise will be sent by UPS ground. All FREE shipping offers only include the continental United States of America, not Hawaii, Alaska, Puerto Rico or APO/FPO addresses (if you must return merchandise you will be charged for the shipping we paid for).
CDHS guarantees you the fastest and most efficient delivery possible in accordance with our shipping policies or the shipping policies of our manufacturers. We use common carriers and make every effort to fulfill your order quickly. CDHS shall not be liable for any loss, damage or expense of any kind resulting from a delay in delivery. All our shipping offers apply only to the contiguous United States of America and not Canada, Mexico, Alaska, Hawaii, Puerto Rico or APO/FPO addresses.
For more information please call Commercial Door Hardware Supply ("CDHS") Support at 844-366-7669 extension 2, Monday through Friday, 9am-5pm ET, or email us using our Contact Us page.