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.
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.
Inspect your product before installing it for manufacturing defects. RealCraft is not responsible for any costs related to installation or removal. This includes but is not limited to: contractor or installer time, travel, or transportation of the product.
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 Policy.
Please keep the crate your door is shipped in until you have completed your inspection. If your door needs to be returned, RealCraft is not responsible to provide another shipping crate should you destroy or dispose of the one we shipped your product in.
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 at this time.
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.