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Once your order is placed, you will be sent a confirmation email. We have received your order in our system and pre-authorized your credit card. We immediately reach out to our suppliers and confirm that the product is available for shipment and in-stock. If it is on backorder or unavailable, we will void the pre-authorization and contact you via email. If your item(s) are available for shipment (or being custom made) we will process the charges and submit the order for shipment.
Stock orders will be processed and shipped within 5 business days of the date the order is placed (often sooner). You will receive the tracking information by email within 24 hours from the time your order leaves the warehouse. If you don’t receive tracking information within 6 business days, feel free to follow up at email@example.com.
Damages or Missing Components
Inspect your item(s) for damage when they arrive and make note of it when signing for delivery. If they do arrive damaged, send photos of the damage to firstname.lastname@example.org and we will process an insurance claim on your behalf. Once you have received your product, take an inventory and make sure it matches the component list in the installation instructions. In the rare case that you are missing any components, send an email to email@example.com and we will ensure that you are shipped the right parts. Any damage or issues must be reported within 7 days of receiving the item.
Cancellations and Refunds
If an order of a hardware kit (single, double, bypass or mini), handles or accessories is cancelled before it has been shipped, the customer will be refunded to total amount of the refunded items, including associated shipping charges. Refunds are only issued to the original credit card that was used to place the order. If the order was shipped, shipping charges are not refundable.
All request for returns must be sent to firstname.lastname@example.org. Please include your order number and the reason for your return. If the return meets the criteria, we will send you further instructions on how to proceed with the return. The return policy varies based on the product category as different products have different terms:
Hardware and Accessories: All standard barn door hardware kits (single, double, bypass and mini), door pulls and accessories are eligible for returns within 30 days of the purchase date. All components must be unused in their original purchased condition. Rustic Rolling Doors will either provide a return shipping label (at their cost) or reimburse the customer for the actual amount paid for return shipping. The customer must provide a scan of the shipping invoice. Once the return has been received and all of the components are accounted for and in good condition, the customer will be refunded the amount paid for the product, not including shipping charges paid at purchase. Custom orders and returns requested after the 30 days will be decided on a case-by-case basis at the discretion of Rustic Rolling Doors.
Barn Doors: All of our barn doors are custom made to order, so they are not eligible for returns. Please double check your measurements before placing an order.
Any components missing or damaged in transit will be replaced or repaired (for barn doors) with no questions asked, although photos may be required.
Durable, easy install. This hardware is made to last and if you follow the directions they provide the doors will go in flawlessly. Their soft close is a must have for all doors.
Great solid kit, nice finish. I'm happy
The door hardware as shipped worked wonderfully. I had to request a larger track. The whole process was made wonderfully easy, and I recieved credit for the track I returned. Very happy with the whole experience
Rustic Rolling Doors stood with us during this whole process. We found through them the longer hardware fir our opening. When we ordered two “Z” doors they were sent each “z” going a different way. They Immediately reordered the replacement door thru their supplier Glasscraft which when received was incorrect again. Again Rustic Rolling Doors reordered the replacement door. The third time was a charm. The correct door arrived And now the “Z”s are going the same way. They stayed with this order And followed up with emails to be sure we were completely satisfied with the product. Thank you for superb customer service. The doors look wonderful.
Great easy to install product that made a huge difference in opening and closing our barn style closet door
Initial impressions were that the hardware was neatly packed and, as a result, free of damage. Some of my hardware was inside foam packages that had exact cutouts for the material, it doesn’t get much better than that. The instructions were easy to follow and install was simple. The only workaround I had to make was that my door thickness was thinner than the minimum thickness specified for the hardware. The minimum thickness was clearly stated on the website, but I really wanted the specific hardware. The adjustment I had to make was to grind some length off the bolts for the support straps and everything worked perfectly. The beefiness of the brackets and bolts inspire confidence. I have no concerns of a hardware related failure. If the door comes down, the wall will have to come with it.
I was very happy with the hardware kit. It looks great and is very sturdy. They were helpful online chatting about options for an outer door guide, and helpful with reordering a part when I lost it.
I placed an order online but was contacted the next day by Angelo because I ordered the wrong hardware for my project. I called the company and was surprised to get a live person. Aidan explained to me the technicalities of ordering a couple of 4' tracks instead of a single 7' 11" tracks which are being taken off the shelves anyways because of the shipping cost for customers. Aidan also emailed pictures and spec sheets that was very helpful for this project. After a few email and a couple of calls, I was able to place the change order. Highly recommended and will buy again from this outfit.
Hardware is solid, looks like great quality.
I installed the double bypass track. It works flawlessly!
The hardware was delivered sooner than expected and with all parts. Easy to follow instructions and it went up quickly. I was very happy with the overall look
Thanks so much for the quality parts and quick delivery. Everything turned out beautiful!
After ordering, I received a call from Aidan who wanted to confirm my track lengths, as it seemed a little suspect. I am SO glad he did because somehow I must have clicked the wrong numbers, so he saved me from a timely return and exchange process. However, I ordered two tracks and now was paranoid that I'd messed up the second track length as well. In the end, I had to redo my order, almost entirely but Aidan was patient, kind, and courteous--ALL things that are so important to customer service and maintaining customer loyalty. To be perfectly honest, I wanted to DIY my barn doors, but was too nervous. After everything with Rustica, I am happy to have spent my money with a company that will ensure their customers are supported and taken care of with quality product and service from their employees.
Very happy with the purchase and wife was very impressed. Easy install and work great.
I have purchased 5 track systems from rustic rolling doors and have received exactly what I ordered in a timely fashion for my customers. The tracks are easy to install and look great!