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FREQUENTLY ASKED QUESTIONS
Q: How long will it take to get my order? Can I get a rush on my order?
A: Our production lead time is constantly changing. Please call in for our current lead times.
Q: Do you accept returns?
A: Yes. We offer a 30-Day return policy on our hardware. We do not accept returns on doors. Please note that a 25% restocking fee may apply to your order. Custom orders cannot be returned. You must return the hardware in new condition, with no damages. To return an item within your 30 day window please call our 1 800 891 8312 to request an RGA (returns that have not undergone this process will not be accepted). Once your hardware is received and inspected, you will be issued the refund.
Q: I need to see measurements and specs on my hardware, where can see those?
Q: Do your really offer Free Shipping?
A: Yes, we offer free ground shipping on any order over $50! Most door hardware dealers ask that you spend over $500.00 before they will help with shipping costs! Not us! It’s FREE!
Q: Do you ship to Canada?
A: Yes. These orders can even be placed online without the help of the rep.
Q: Is it possible to overnight my order through UPS?
A: Yes. If you need to have your package shipped overnight we are glad to help. Please make sure you contact us via phone call to ensure that this happens.
Q: Can you ship using my UPS shipping account?
A: Yes we will! A $10 handling fee will apply.
Q: Is my information safe with you?
A: Yes. You can feel safe that we will never sell or share your information.
Q: Do you make custom hardware?
A: Yes, we have created some of the most incredible custom hardware you will ever see! Don’t be shy, let us custom build your door and hardware. Fill out your custom product application here:http://rusticahardware.
Q: Do you have a paper catalogue?
A: Yes, call in at 1 800 891 8312 to request one!
Q: What are your hours of operation?
A: We are open 7:00 am to 6:00 pm, Mountain Standard Time, Monday thru Friday. And 9:00 am to 3:00 pm on Saturdays.
Q: What is a backset?
A: A backset is the horizontal distance from the edge of a door to the center of a lockset or the distance from the edge of the door to the center of the hole drilled for your knob, lever or deadbolt. Also known as the measure of the horizontal distance from a lock face to the center of the keyhole or cylinder. The backset of your hardware is measured from the center of the lock edge for a beveled front, and from the lower step of the lock face for a rabbeted front. A common definition is : The distance from the middle of the handle or knob to the edge of the door. A 2-3/8″ backset installed in a 2 1/2 ” hole is the most common backset size.
Q: What is Handing?
A: Specifying the accurate handing for your door hardware is crucial. Lever locks are “handed” because they are a high end, custom product, with specific mechanisms which allow for a tight spring in the downward rotation of the handle set. Custom hardware levers do not have an upward rotation , they are made according to where your hinges are on the door. If the door’s hinge is on the right, you need a right hand lever, or in other words, it’s a right handed door. If the hinge is on the left you need a left hand lever, it’s a left handed door.
Q: What is a passage, privacy and dummy lock?
A: When ordering your hardware, you will need to determine how you want a particular door knob or door lever to function. The different functions are: passage, privacy, dummy, and key-in-lever. Passage locks do not have a locking mechanism, meaning you cannot lock a passage door lever or knob. The knobs and levers freely operate the hardware latch. You will most likely use a passage lock on your interior doors that lead into rooms that do not require privacy. An example of this is a door that leads into a pantry. Privacy locks have a locking mechanism, a way to lock the door from the inside of the room using a decorative, locking push pin. You will most likely use a passage lock on your interior doors that lead into bedrooms, bathrooms and any room that requires privacy. Dummy levers and knobs are fixed, meaning they do not operate like passage or privacy sets. You will most likely use a dummy pair (sold as pairs, normally installed as pairs) where no latch is needed, but a grip is needed in order to open or close the door. An example of this is on closet doors or french doors.
Q: What is a key-in lock?
A: A key-in lock is a lever with a key hole on the outside of the lever, giving you an option to lock the door with a key, and not just a push pin on the inside like you find with a privacy lock. Key-in locks are typically installed on exterior doors as well as doors leading into rooms that are unsafe for children.
Q: What is single cylinder? What is double cylinder?
With a double cylinder, there is a key hole on the outside of the deadbolt as well as a key hole on the inside of the deadbolt. This means that you would need to use your key to enter and once you are in the door you have to use your key again to lock the door, there is no turn latch. You will typically see a double cylinder deadbolt on a door where glass could easily be broken and forced entry could occur.
Q: What does “key-alike” mean?
A: Rustica Hardware offers a “key-alike” service that makes ordering your hardware much easier. Door lock sets that are keyed alike use the same key to open them. If you order a deadbolt and would like to use the same key that you use to open all your other doors you can simply send in the key and have your new deadbolt “keyed-alike” for a $5.00 charge. If you want all your keyed locks keyed the same so that you have one key that works on each lock you need to specify that as you are ordering. Simply click the tab for “KEY-ALIKE.” If you order 5 deadbolts and do not specify “KEY-ALIKE” you will get 5 deadbolts with 5 different keys. Your other option is to pay a locksmith to re-key your locks and locksmiths typically charge anywhere between $19.00-$38.00 a lock for re-keying.
Q: What is a full mortise handle set and how is it different?
A: Rustica Hardware sells many different lines of full mortise handle sets. Our most popular full mortise handle sets are Rocky Mountain Hardware’s Curved Thumblatch Entryset, and Emtek’s Topeka Style. A full motise handle set provides increased security, a quick lock convience ability (locking the door without a key as you are leaving) and typically the most high end designer style hardware demands a full mortise handle set. Keep in mind though, installation for the full mortise handle set typically takes three times as long as a standard handle set and requires significant knowledge of full mortise installation. Rustica Hardware does offer full motise handle set installation. Our installers have years of experience and off a 100% satisfaction guarantee. Please call and speak with our representitives for an installation bid.
Q: What is an escutcheon? What is a rosette?
A: An Escutcheon, or Rosette or backplate is also known as an architectural item of the door which surrounds a keyhole or lock cylinder. With custom hardware, it is necessary to have the ability to custom make or specifically choose a style of escutcheon and then make a separate decision regarding the knob or handle style that will be used with the escutcheon. Some of the escutcheon choices from Rocky Mountain Hardware include; stepped escutcheon, curved escutcheon, arched escutcheon, maddox escutcheon etc.
Q: How thick is the barn door hardware track? What are the track dimensions?
A: 3/16″ Thick, 2″ Wide and up to 8′long. All track sizes are available, but we can only ship 8′ lengths max. So, if you are in need of any track size longer than 8′, we have a “splice” plate that you can add to your tracks to combine any combination of track lengths.
Q: Is the Barn Door Hardware loud as it rolls along the door track? What is the quietest wheel you offer?
A: The barn door hardware is hardly audible. We have several videos which show the hardware rolling along the track, you can also hear how quiet the door hardware is as it rolls. The nylon wheel is the quietest, along with the all wood wheel. The steel wheel is slightly more audible than the nylon or wood.
Q: Can I pick up my hardware from your store?
A: Yes, just mention that this is your intent when ordering your hardware.
Q: What is a “Door Guide” ? How does it work?
A: We have several images of different door guides that we offer but our standard door guide affixes to the floor with two screws. You simply mortise out a small grove in the bottom of the door and the guide slides inside of this mortise, keeping it from swinging to and from the wall.
Q: What kind of warranty do you offer?
A: We offer the only Lifetime Warranty online! If you have any issues with your hardware due to manufacturing errors, please return it for a replacement set! This offer is valid if it is due to a manufacturing error and not normal wear and tear or fading or changing of finishes. For a copy of our Limited Lifetime Warranty Policy, please provide an email address and we will have it sent over immediately.