We hope you are happy with your purchase! However, if you are not completely satisfied with your purchase for any reason, you may return it to us for a partial refund/store credit. If you’ve purchased shipping insurance, you can also make returns in the case that your item is damaged in shipping. Please see below for more information on our return policy.   

If you wish to make a return, you must request an RMA number within 30 (thirty) days of delivery. All returned items must be in new and unused condition, with all original tags and labels attached.   

All returned items are subject to a 15% restocking fee.    

To return an item, please email customer service at returns@realcraft.com to obtain a Return Merchandise Authorization (RMA) number. After receiving an RMA number, place the item securely in its original packaging with the return form provided.  

Send returned items to the following address:   

RealCraft
Attn: Returns
9656 Bujacich Rd NW
Bldg E, Ste A
Gig Harbor, WA 98332
United States   

Please note that you will be responsible for all return shipping charges. We strongly recommend that you use a mailing method with a tracking number.   

The following are not eligible for a return and are final sale:  

• All custom items, including doors, mantels, shelves, countertops, and accent walls 
• Special order items, including customer-designed hardware 
• Blacksmith Collection Artisanal Hardware 
• Installed products 
• All electrical products (except if defective) 
• All sale items 

Non-electrical stock items that are not final sale (see section above) may be exchanged for equal value parts within fifteen days. Exchanges of equal or higher value waive the restocking fee. You’ll set up an exchange the same way as a return. Once our warehouse has received and processed your original order, your exchange order will begin processing. If any items are no longer in stock due to inventory changes, we will refund your original form of payment. 

 In the event RealCraft cannot provide exact replacements, it reserves the right to provide products of similar quality that differ in material or construction.  

Most stocked orders placed by 2:00 pm (Eastern Standard Time) ship the same day. This does not include barn door kits, special finishes, Industrial Heavy-Duty hardware, custom cuts, high-volume orders, or special order hardware. Please check with a sales associate to verify that the items you ordered are in stock.

PLEASE DO NOT DESTROY THE CRATE your door or hardware was shipped in until you have completely examined the product and verified it is damage-free. RealCraft is not responsible for providing another shipping crate. Should you choose, we can send you a crate for $500 plus the cost of shipping that crate to you. 

Any door or door unit that measures more than 90 inches in both width and height will be shipped as a kit, with jamb legs disassembled and sidelight glass separate. This is to comply with crate size limits on freight trucks.

We strive to offer affordable and competitive delivery options for everyone who shops with us. However, some areas are significantly more expensive for us to ship to than others, so additional fees may apply. 

Orders to Hawaii, Alaska, and Canada are subject to additional shipping fees. These fees will be calculated and displayed at checkout. 

We offer international shipping! Additional fees apply. Call us for an international shipping quote.

If your order totals $399 or more before tax, whether shopping directly online or for Reserve (custom) orders, you qualify for Free Standard Shipping.

Free Standard Shipping means that your item(s) are delivered curbside. We do not offer white glove delivery.  

Free shipping does not apply to orders shipped beyond our standard service area, including international orders and orders to Hawaii, Alaska, and Canada. 

Overlength fees apply for select Cavity Slider Hardware items and these items are exempt from free shipping.Overlength fees are as follows:   

For the Cavity Sliders Barn Door Sliding Hardware, Heavy Duty Sliding Tracks and Rollers, Low Profile Track, Wall Mounted Track, and Ceiling Flush Mount Track:  

• For kits over 8 ft but less than 12 ft: $275 
• Extreme Overlength 13 ft to less than 15 ft: $635 
• Extreme Overlength 15 ft to less than 18 ft: $875 
• Extreme Overlength 18 ft to less than 20 ft: $1100 
• Extreme Overlength 20 ft or greater: $1350  

For international shipping, please send us an email for a custom quote. Duties, taxes or other customs brokerage charges are the customer's responsibility and are not included in shipping charges.

This service is set by our freight carriers at $150 and involves a lift gate, which is an electric or hydraulic powered piece of equipment used for very heavy deliveries. The lift gate lowers the crate off of the freight truck and onto your curbside or driveway. The shipping carrier uses a lift gate whenever the delivery address does not have a shipping dock, as is the case for most residences and construction sites. This specialized service prevents damage to your shipping crate and the product(s) inside it.

We know that unexpected things happen, and we're happy to work with you if you need to change your delivery address. We also have to comply with the policies of our freight partners, which can result in additional charges. If you need to change your delivery address after your order has been shipped, the following shipping charges apply:  

• New address within the original delivery zip code: $200 charge  
• New address outside the original delivery zip code: $375 base charge (additional fees may apply depending on distance from original address)  

Our freight partners will only hold shipments free of charge for 48 hours upon arrival. After that, any delays in scheduling delivery may result in additional fees from the freight carrier. RealCraft is not responsible for late fees incurred from delayed delivery scheduling. 

We offer expedited shipping on select items for an additional cost. If you need expedited shipping, please call us at 1-(800)-694-5977 for a quote.

Please report any damage to us that may have occurred to your product in transit within 48 hours of delivery in order to file a shipping claim with the carrier. Submit your report via email at info@realcraft.com. If you purchased Shipping Protection, see additional information on our Shipping Protection page.

We're excited to offer enhanced shipping protection through UPS Capital. This low-cost shipping protection guards your package against loss, theft, or damage while in transit, ensuring peace of mind for your purchases. All at a lower cost than buying coverage direct from the freight carrier. Please keep in mind that shipping protection is highly recommended, as we cannot be responsible for any items damaged or lost in transit. Visit our Shipping Protection page for more information.

• Custom wood products valued at $3000 or less before tax must be paid in full. Custom wood products above $3000 may qualify for payment deposits. Shipping is included on all orders above $399 before taxes, whether paying in full or paying with deposits.  
• If not paying in full, a 50% deposit is required to begin order processing.  
• We’ll then send you a technical drawing within one to five business days.   
• You have thirty days to sign the drawings.  
• After thirty days have passed since the Drawing has been submitted for approval, RealCraft reserves the right to re-quote an order for which you have made a deposit.     
• You may cancel your order within three days of making a deposit or initial payment (see Cancellation Policy below).   
• Once the drawing is signed, your door goes into our production queue. This is when the lead time for your door officially starts. If you request changes after your door is in production, additional fees may apply. See the Order Changes section below. 
• Your final invoice includes 50% of your quoted price plus taxes.  Your remaining balance is due on fulfillment, and your order will only ship upon receipt of final payment.

You may cancel a custom order (Reserve or Ecommerce) up to three business days after making your deposit or initial payment for a total refund. Any order cancelled after three business days is subject to administrative fees, including but not limited to the cost of the shop drawing(s) as well as additional production and planning costs. These fees depend on the stage of production your order is in upon cancellation. 

A custom order always contains a shop drawing, called a draft. Each draft is created by our drafters who meticulously turn your project specs into a fully realized design. The first two revisions are provided free of charge. Any additional drafts incur a fee of $250 per draft. 

Storage fees apply to doors whose invoices are not paid on time. If your Reserve order is not paid within 15 days of the invoice date, the following fees apply:   

• Storage Fee: $75 per crate per week, starting on the 15th day. If paying by mail, this is calculated by date of postage.   
• Interest Charges: If unpaid after 30 days, a 1.5% interest charge will be applied monthly and will continue to accrue until the balance is paid in full.   

 If your invoice is paid on time and you still need to store your door with us, the $75 a week fee applies, without interest.

While we do our best to accommodate order changes, any changes to your order at any stage of production may lengthen your lead time. 

Order changes may impact pricing and you will be responsible for any additional labor or material costs. Reserve clients who pay with deposits may be subject to additional deposits before the project moves forward.  

Order changes that require re-drawing will incur a $250 drafting fee for each subsequent draft, as is the case for all new shop drawings (see Drafting Fees section).