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
All orders cancelled after 48 hours are subject to a $20 administration fee, regardless of whether the order was shipped. If the order has been shipped, the buyer is responsible for actual return 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 supplier as different suppliers have different terms:

Hardware and Accessories: All standard barn door hardware kits (single, double and bypass) and hardware accessories are eligible for returns for 30 days from the date the product was delivered to the customer. All components must be unused in their original purchased condition. 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.