Policies
Shipping, Returns and Warranty
Every nuDoors door is made to order, so a few rules differ from an ordinary store. This page summarises them; the full Terms and Conditions on nudoors.com govern.
How long does an order take?
Most orders complete production in about 7 to 10 business days. Transit then takes 1 to 10 business days depending on where you are. Lead times are estimates and can vary with the series, finish, order size, demand, materials, holidays and shipping conditions. Orders paid by bank transfer enter production once the funds clear (about 3 to 5 business days).
Shipping
Shipping is calculated at checkout from your address and the size and weight of your order. Orders ship by FedEx, UPS, freight or local delivery, chosen by nuDoors for the size, weight and destination of the order; the carrier and service level may change from the one shown at checkout to make sure the order is handled and delivered safely.
- Give a complete, accurate address and phone number, and be available to receive the shipment.
- Move the boxes indoors and keep them away from moisture, heat, direct sun and job-site conditions.
- Extra charges can apply for an incorrect address, a missed delivery or redelivery, liftgate or limited-access delivery.
- Orders delivered outside the United States pay any duties, taxes, brokerage and customs fees.
Check your order when it arrives
Count the boxes and pieces, check sizes, profiles, finishes and hinge drilling, and look for damage before you install, drill, hinge or paint anything. Report shortages, wrong sizes, visible defects or shipping damage within 3 business days of delivery to sales@nudoors.com, with your order number and photos of the whole piece, the problem, the labels and the packaging. Keep all packaging until the claim is reviewed.
Returns and cancellations
| Product | Return? | Conditions |
|---|---|---|
| Custom products: doors, drawer fronts, drawer boxes, panels, fillers, custom-cut parts | No | Only when nuDoors approves a claim for a covered manufacturing defect or a nuDoors error |
| Retail products: hinges, hardware, SurfPrep products, tools | Within 30 days of delivery | Unused, uninstalled, undamaged, complete and in the original packaging, with written authorization first; original shipping is not refunded and you pay return shipping unless nuDoors made the error |
| Third-party equipment (TriTech, Apollo) | Manufacturer warranty | Report shipping damage to nuDoors within the claim window |
Custom orders cannot be cancelled once production has begun, and production can begin within 24 hours of your order. Small corrections (a measurement, color, quantity or hinge selection) must be requested within 24 hours and are not guaranteed. Retail orders can be cancelled until they are processed or shipped.
Warranty
| Products | Warranty | Covers |
|---|---|---|
| Pre-finished: Signature, Woodgrain and Select Series | 5 years | Manufacturing defects in the door and its factory finish under normal interior use, such as cracking, separation and delamination |
| Unfinished one-piece routed HDF doors and drawer fronts | 1 year | Manufacturing defects in the door itself, including warping, bowing or twisting over 1/4"; not any primer, paint or finish applied after delivery |
- Seal and finish unfinished doors on every surface and edge within 24 hours of receipt.
- Warping is not covered on doors wider than 24" or taller than 50", or drawer fronts wider than 33".
- Normal hinge, alignment and gap adjustments during installation are not defects.
- Small differences in color, sheen or grain between samples, screens, renderings and production runs are not defects.
- The warranty belongs to the original purchaser (or the homeowner a contractor bought for) and is not transferable.
- Remedy: repair, replacement, credit or refund of the affected piece. Labor, installation, painting and project delays are not covered.
To make a claim, email sales@nudoors.com with proof of purchase, the order number, a description, photos of the whole piece and the defect, measurements and how the doors were stored and installed.
Care
Clean pre-finished doors with a soft, damp cloth and mild soap. Avoid abrasive pads, harsh chemicals, bleach, excess water or steam, and long exposure to heat or direct sun. Wipe spills promptly.