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Returns

Return Policy

Please notify us within 30 days of receipt of your order if you need to return or exchange your order (we do not accept returns on doors). If your hardware has been altered in any way it cannot be returned. Custom hardware cannot be returned. The Return Exchange Form must be filled out and enclosed with your return shipment in order to receive a refund or credit (please call in and have a representative help you with this). All returns are subject to a 25% restocking fee.

To return any product purchased from Rustica Hardware, you’ll be required to follow the procedures that apply to your circumstances, outlined below:

Return Procedure

  1. Contact Rustica Hardware to obtain a Return Exchange Form.
  2. Print and fill out the Return Exchange Form
  3. Ship Package with the Return Exchange Form to:

Rustica Hardware
Att. Returns – [Order number]
1246 East 1120 South
Provo, Utah 84606
U.S.A.

Damages in shipping and manufacturers defects:

If you notice damages or defects to your order once it has been opened and you choose to return the order, you are responsible to re-package the order using the item’s original packaging materials and assure that the product is suitable for shipping. You are required to contact Rustica Hardware within 30 days of receiving your order. We will arrange the shipping of your damaged merchandise back to Rustica Hardware and will re-issue a replacement order.

Unfinished Doors / Tables

Unfinished door, headers and tables do not have a warranty against warping because of changes in climate that can allow the door to absorb moisture during transit (causing the door to warp). Incorrect finishing of a door can also cause warping which is why we highly encourage our customers to allow us to finish and ship their door pre-assembled.

If you’re a customer who has had their door warp, we recommend the following solutions:

 

 

If you are not able to correct the warp, we would be happy to consider providing a discount on a new door that has a warranty against warping to prevent this occurrence from happening again.

Finished & Assembled Doors /Tables

All doors, headers, and tables that are finished and shipped assembled by Rustica Hardware come with a 30-day warranty against warping. Warping is defined as doors that are out of alignment of more than 1/4″

Broken or Cracked Door Slats

In order for us to help with any broken or cracked door slats we will need images of the damages within the first 30 days of receiving the door.  We will also need specification for which slats were damaged (determined by using our included instruction sheet). Please provide this information to our customer service department immediately upon receiving your door.

Customer Choice return:

For all returns excluding damages and defects, you must repackage the order using the items’ original packaging materials assuring that the product is suitable for shipping. You are responsible to ship the order back to Rustica Hardware. You may use the shipping carrier that is most convenient for you. You are required to contact Rustica Hardware about the return within 30 days of receiving of your order. Merchandise returned for customer convenience is subject to a 20% restocking fee.

Rustica Hardware Customer Care & Service:

Our experienced Customer Service Representatives are available to talk live with you Monday through Friday 8:00 am- 5:00 pm Mountain Standard Time.
You may place an order at any time 24 hours a day 7 days a week using our secure online ordering process.

 

 

Hardware Application

Standard: One door, single track

Bypass: Two Doors, multi-track setup

Bi Parting: Two Doors, single track

Getting Your Track Length

For best results the track length should be a minimum of double the width of your door.

Example: A 3ft wide door needs a minimum of a 6ft track.

Please Note: Any track length over 8ft will come in seperate segments which will be easy to combine with provided Splice Plates & Hardware.

Example: A 5ft wide door will need a 10ft track which will come with 2 5ft segments.

If you require a size not listed call in for a custom order as we can fabricate any track length or customize the track to your needs.

International Customers, Please Read:

Based on your track dimensions and variable shipping requirements your track will be separated into smaller segments to save you shipping costs, splice plates and all necessary hardware will be provided for you to combine them.

Track Holes

If your wall does not have solid blocking you can order with no holes, and drill yourself to align the holes to your studs.

It is important that when installing your track, your lags go into something solid. You cannot lag into just the sheetrock.

Pre-Drilled Track: A Pre-Drilled Track will work for you if you have an interior or exterior header/blocking to lag into. Our Tracks are drilled to evenly space the weight. They are NOT drilled to hit studs.

No Holes: Getting a Track with No holes is best if you are planning to lag into your studs. This makes it so you can drill the holes on site to line up with your studs.

Door Kits

Most of our doors are offered as "Door Kits" (The door itself comes in pieces). A Door-Kit requires some assembly of the door slats, where as an Assembled Door requires no assembly. Neither option includes installation of door hardware.

If a Door Kit if ordered, you will receive a box approximately 7' x 1' x 6" (sizes vary depending on order). Typical assembly time is approximately 45 minutes.

Assembled doors will be shipped via Freight and will arrive in a crate. Please note, the hardware is not installed on the door in this option.

NOTE: UPS Hub Pickup

"It is our aim to provide our customers with as many options as possible but occasionally that can make things difficult to ship. Due to shipping restrictions all doors, not shipped as a kit (unassembled), that are over 5 feet wide and 7 feet tall will be shipped to the UPS hub nearest to customers desired address. The customer will then be responsible for transporting the item(s) from the hub to the desired destination.

Door Width

Header Explainer

A general rule is to add 4 inches to the length of your track. If you order a 7ft track they’ll need a 7ft 4 in header.

If the header exceeds 8ft it will be shipped in sections, all necessary equipment will be provided.

Door Thickness

If you are ordering a door from Rustica, leave this option as Standard

If you have your own door measure the thickness and round to the nearest quarter inch (our spacers are adjustable to many ranges).

Trim / Baseboard Thickness

The depth of your trim and baseboard from off of the wall (if the thickness of your trim & baseboard is different, select the thickest point).

If you plan using a external mounting header select no trim.

Additional Hangers

Additional Hangers are needed for doors that are greater than 5ft in width (1 extra per door greater than 5ft)

Hinge Placement Instruction

Measure the existing slab, that you're wanting to replace, from the top of the door to the top of each hinge. You will format your entry in this format: Hinge 1- 10" from top of door. Hinge 2- 22.

Lift Gate Service

By selecting this option a freight truck will come equipped with a lift gate which unloads your heavy products to the curb

Door Accessories

Spice Rack

The spice rack is great for holding an assortment of items.

Stories Told Bookshelf

Four shelfs total, our biggest bookshelf.

Steam Engine Bookshelf

Two shelfs, with a beautiful design.

Coat Hanger

The perfect coat hanger for any office or home entry.