At RealCraft, we aren't just building doors. We're building a community. A community of folks who value enduring beauty, American craftsmanship, and doing the important things right. Our customers are a treasured part of this community. Without you, none of this would be possible, and we're dedicated to serving you. If there's a problem with your order, we'll do what we can to make it right. Here's more information about our terms of purchase.
Online and Phone Orders
It’s your responsibility as the customer to confirm that your selections are correct before you place an order. This is true for both online orders and phone orders. Because our products involve making many choices and measurements, please ensure that these options are correct. Once production has started on your order, we are not able to make any changes. RealCraft is not responsible for customer errors.
If you’re not sure what the completed order will look like, or what is included in your order, call us at 1-800-694-5977 before completing a purchase.
For more information on returns and refunds see our Return & Refund Policy.
Upon Delivery
Please inspect your order within forty-eight hours of delivery for any damage that occurred during shipping or missing parts. Please inform us about shipping damage within the forty-eight hour time frame in order to file a shipping claim. If we are not informed within that time frame, a shipping claim is not possible.
Installation
Inspect your product before installing it for manufacturing defects. RealCraft is not responsible for any costs related to installation, removal, or reinstallation. This includes but is not limited to: contractor or installer time, travel, or transportation of the product.
Lead Times
Lead times given on the website for both production and shipping are estimates and not guarantees. Since there is a high level of customization involved with our products and the use of raw materials, production lead times are subject to change. Weather and other conditions beyond our control can affect shipping lead times.
For more information on lead times see our Lead Time Page.
Shipping Information
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.
RealCraft is not responsible for additional costs related to the delivery or pick up of oversized crates.
Curbside delivery does not include moving the crate onto your premise, up your driveway, or to your door.
We do not offer white glove delivery.
If you live on a difficult or narrow street, you may have to meet the truck and receive the shipment at the nearest point to your curbside as possible.
In some cases, an additional charge can be agreed upon with the freight company to deliver the crate beyond the curbside. RealCraft is not responsible for this cost. If this service is desired, it should be scheduled directly with the carrier.
For more information on shipping & delivery see our Shipping Policy.
