FREQUENTLY ASKED QUESTIONS Please Scroll Down
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. It may take up to 5 business days for shipping to any location once production is finished. All western states will be a 2 -3 day shipping time and all eastern states will be a 4-5 day lead time. You can get a rush on your order for an additional $65 for one system or 20% of your order total. This will move you order up in line to help it leave the warehouse faster.
Q: WHAT DOES YOUR LIFETIME WARRANTY COVER?
A: No questions asked, we offer the only Lifetime Warranty online! That means we will honor the manufacturers warranty on all of our decorative door hardware to the original owner FOR LIFE! If there is ever a problem with your purchase, please contact us and we will gladly resolve any issues and honor Our Exclusive Lifetime Warranty offer.
Q: DO YOU ACCEPT RETURNS?
A: Yes. We offer a 30-Day return policy. Please note that a 25% restocking fee may apply to your order. Custom orders cannot be returned.
Q: DO YOU REALLY OFFER FREE SHIPPING?
A:Yes, we offer free ground shipping on any order over $49.99! Most door hardware dealers ask that you spend over $500.00 before they will help with shipping costs! Not us! It’s FREE with no minimums!
Q: DO YOU SHIP TO CANADA?
A: Yes. For shipping to other countries please contact our Customer Service Department for help.
Q: IS IT POSSIBLE TO OVERNIGHT MY ORDER WITH UPS?
A: Yes. If you need to have your package shipped overnight we are glad to help. Please make sure you contact us as soon as you have placed your order.
Q: CAN YOU SHIP USING SHIPPING ACCOUNTS WITH UPS OR FedEx?
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 cabinet hardware.
Q: DO YOU HAVE A PAPER CATALOG?
A: We love our customers and the environment, and we have decided we can help both by providing a beautiful on-line catalog. Please shop around for decorative home hardware.
Q: WHAT ARE YOUR HOURS OF OPERATION?
A: We are open 7:00 am to 7:00 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? WHAT IS RIGHT HAND/LEFT HAND?
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: SHOULD I MIX CABINET KNOBS AND PULLS ON MY CABINET DRAWERS AND CABINET DOORS OR WOULD I ONLY CHOOSE KNOBS ?
A: It is really a personal preference. Some things to keep in mind thought. If you drill two holes in your cabinet drawers for cabinet pulls, you will want to always have a cabinet pull on your drawers because of your two holes. You have a few options for fixing that problem once you have drilled two holes. One option is to purchase a cabinet knob with a backplate that can be installed over the holes. Another option is to fill your holes with wood filler, sand down the cabinets and re-finish them. The European style of cabinet hardware installation is different than the Western style in that the European cabinet hardware is usually uniform, meaning all cabinet knobs.
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: Do you have installation instructions I can look at?
A: Yes, all we need is an email and we can email you over the installation PDF along with all CAD drawings and dimensions of all parts of the barn door hardware system.
Q: Can I use my own UPS shipping account to ship my hardware to me?
A: Yes, we charge an additional 5% of the total order to arrange this.
Q: Can I pick up my hardware from your store?
A: Yes, but please keep in mind we have limited stock. We mostly make to order. Please call ahead to see if we have what you need.
Q: I need to return my barn door hardware, can I?
A: Yes, we offer 100% satisfaction on our barn doors and barn door hardware within 30 days of purchase. You must return the hardware/ doors in new condition, with no damages. You will be issued an RGA and a shipping call tag via email in order to return your order. Once your hardware is received into our warehouse, you will be given a full refund within 10 business days.
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 is our “L -shaped”door guide which affixes to the floor with two screws. You simply mortise out a small grove in the bottom of the door and the L-shaped guide slides along this door guide, keeping it from hitting the back wall or from swinging outward.
Q: Do you price match with other companies?
A: Yes, we do! We offer at 100% price match guarantee! We guarantee to match or beat all our competitors pricing. What pricing have you been given? We can match it and guarantee it will be $20.00 cheaper from any other bid apples to apples!
Q: What is the warranty you offer?
A: If you have any issues with your hardware and feel that it should be replaced 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.