Barn Door Policy
All doors are manufactured in Artisan Hardware’s door shop, and built according to the measurements and finish options per the customer’s order. The standard doors ordered from our website are covered fully under our warranty policy (link). Custom built doors (doors made to customer specifications and design, doors not offered on our website/catalog, or doors custom sized larger then 6’0” x 9’0”), are not fully covered.
Production time for doors are approximate and not guaranteed. Time will vary based on the type of door ordered and how it’s finished. Typical lead time for doors is 2-3 weeks. Custom doors require additional lead time of 3-4 weeks. Additional time is needed for shipping.
Shipping address accuracy is necessary. All carriers require a physical delivery address. Contact us immediately if an address change needs to be made. Any order that has shipped and needs to be changed will be at the discretion of the carrier and may result in additional re-route fees.
Shipping for doors will depend on the door construction. Doors ordered as Fully Built or Pre-hung will ship freight via UPS. Doors ordered with barn door hardware in most cases will ship together in a wood crate unless the hardware was specified to be shipped separately.
Freight orders will be delivered curbside. Larger crates with multiple doors may require the use of a lift gate on the back of the UPS truck. In some cases, crates may be too large for the lift gate and the customer will need to pick the crate up at the local HUB. It is the consumer’s responsibility to arrange for delivery beyond the curb or to pick up at the local HUB. Kitted doors with hardware will ship UPS ground in two separate packages.
*Please do not schedule the installation for your door/hardware until it has arrived. If your door is shipped via freight, the freight company will contact you for a delivery time.
Average freight shipping transit time:
- Pacific & Western US: 2-3 days
- Midwest & Southern US: 3-4 days
- East Coast & Northeast US: 5-6 days
- Canada, Alaska & HI: 7-10 days
Shipping damages must be reported to the shipping company driver and to Artisan Hardware immediately. Crate and door Inspection is required upon delivery. If the crate appears to be damaged, refuse the delivery due to damages during shipping to the driver. Take photos to help document the damage. Claims will not be allowed without doing so. Damaged door must be reported within 72 hours of receipt. Fill out a claim submission form here: https://artisanhardware.com/damaged-products-form/
Notify us as soon as possible if there are any missing or incorrect shipped items. Replacement orders for damaged goods are given priority.
Expedited production depends on the style of the door and will need to be arranged with our sales team at 801-698-2641 to help walk through the process, and additional production costs.
Reclaimed Wood Doors may have some variation in the wood. It’s part of the unique nature of the product. Because the doors are made from reclaimed wood, the door will differ slightly from product photos displayed on the website. Small nail chips in the door, color of panels and width of the panels will vary depending on the wood character received from the suppliers.
Knotty Alder wood is used to build a majority of our doors. It is normal to have large knots in the wood which give it character. If the “No Finish” option is selected, the door will arrive stain grade ready. The knots will be filled and sanded down and ready to be stained. Painted doors will be constructed of poplar wood…..
Kitted Doors ship in pieces and require assembling. Be sure to have assembly instructions in hand prior to putting the door together. If instructions are not included, call us at 801-698-2641. During production, all door kits are assembled to verify that they fit properly before they are shipped and then are disassembled for shipping. To prevent possible warping, we recommend the door kit to be assembled within 24-48 hours of arriving.
Order Changes must be made within 24 hours of placing your order. All order changes can be made by calling and speaking to a customer service representative 801-698-2641. Orders are put into production immediately after an order has been placed. Changes made after 24 hours may incur a 15% change fee.
Cancelling an order needs to be made within 24 hours of placing an order. Contact a customer service representative by calling our office: 801-698-2641 or submit an email to [email protected] requesting the cancellation. Orders begin to process immediately after ordering and 95% of our items are made to order. Cancellations made after the 24 hour period may incur a change fee of 20% if the order has been partially completed. If the order has been completed, it cannot be canceled.
Artisan Hardware’s barn doors are manufactured to withstand as much variation in temperature and humidity as possible. The rails and stiles are made with wood that is assembled specifically to prevent warping and movement by crossing the direction of the grain in the wood. However, after all we can do, real wood occasionally finds a way to warp/move or the package is damaged in transit. Our policy for such is as follows:
- All door crates must be opened within 24-48 Hours of receiving to qualify. (Check for shipping damage and record)
- Warping and wood movement (shrinking or expanding) is covered for 90 days if door was stained or painted by Artisan Hardware.
- Doors damaged in transit are fully covered under policy, and a new build or resolution will be provided. Pictures are required for resolution.
- Damages to finish of door upon receiving (picture required) will be handled with free touch up paint/stain and a partial refund of order according to damage.
30-Day Return Policy for doors with a restocking fee of 25% after the 30 days. Custom doors cannot be returned. Refunds and returns require a claim form to be submitted within 30 days of receiving product.