Order Confirmation
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. 

Order 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 info@rusticrollingdoors.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 info@rusticrollingdoors.com 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 info@rusticrollingdoors.com and we will ensure that you are shipped the right parts.

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.

Returns
All request for returns must be sent to returns@rusticrollingdoors.com. 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. 

We work hard to ensure that we are bringing you the best prices available online. We want you to feel confident that you are getting the lowest price for the products we are offering. If you find this product at a lower price on a competitor’s website within 30 days of your purchase date, let us know and we will refund the difference. If you find that our site has a lower price for a product you ordered from us within 30 days, we will also refund the difference.

To request a partial refund, send us a link to the product on our website or on a competitor’s website, and we will process the credit accordingly. 

Price Match Guarantee rules and limitations:

• You must have purchased the item from our website before requesting your Price Match Guarantee
• Promotions such as rebates, discount codes and buy one, get one free offers are not eligible
• The item must be in stock on the competitors website
• The competitor must be an online store, they may not have a retail location
• The website cannot be a discounter or auction website (ie; eBay, overstock, etc..)
• The competitor must be an Authorized Retailer of the product in question
• The Price Match Guarantee includes the item price and the shipping charges, it excludes sales tax
• We reserve the right to limit the amount of the Price Match Guarantee refund to the amount of net profit as to not incur a loss