Shipping Information

Order Processing Time

All orders are processed within 1-2 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive a shipping confirmation email with tracking information once your order has shipped.

Shipping Methods & Delivery Times

We offer two shipping options to meet your needs:

Standard Shipping (Recommended)
– Carrier: DHL or FedEx
– Delivery Time: 10-15 business days after shipment
– Shipping Fee: $12.95 USD
– Includes full tracking and faster delivery

Free Shipping
– Carrier: EMS
– Available for orders over $50 USD
– Delivery Time: 15-25 business days after shipment
– Basic tracking available

International Shipping

We ship worldwide except to certain remote areas and parts of Asia. Please note that international shipments may be subject to import taxes, customs duties, and fees which are the responsibility of the recipient. These charges vary by country and we cannot predict what they may be.

Returns & Exchanges

Our Return Policy

We want you to be completely satisfied with your purchase from Door and Window Gear. If you’re not happy with your order, you may return most items within 15 days of receiving your shipment for a refund or exchange.

Non-Returnable Items

For hygiene and safety reasons, the following products cannot be returned or exchanged:

  • All locks and security hardware (including bathroom locks, night latches, and code locks)
  • Cut-to-size products or items specially ordered to customer specifications
  • Any products showing signs of installation or use

Return Conditions

To be eligible for a return:

  • Item must be unused and in the original packaging
  • Item must include all original tags, accessories, and documentation
  • Proof of purchase is required

How to Initiate a Return

Follow these simple steps:

  1. Contact our customer service at [email protected] within 15 days of receiving your order to request a Return Authorization (RA) number.
  2. Pack the item securely in its original packaging, including all accessories and documentation.
  3. Clearly write the RA number on the outside of the package.
  4. Ship the package to our warehouse at:
    Door and Window Gear Returns
    3636 Beechwood Drive
    Baltimore, MD 21201
    USA
  5. Email us the tracking information for your return shipment.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service as we cannot be responsible for lost return shipments.

Refund Processing

Once your return is received and inspected (usually within 3-5 business days), we will process your refund or exchange. You will receive an email notification when this is complete.

Refund Method & Timing:
– Refunds will be issued to the original payment method
– Credit card refunds: 5-10 business days after processing (depending on your bank)
– PayPal refunds: 3-5 business days after processing

Exchanges

If you need to exchange an item for a different size or finish, please follow the return process above and place a new order for the desired item. We’ll process your refund once we receive the returned item.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage and your order number. We will arrange for a replacement or refund at no additional cost to you.

Need Help?

Our customer service team is happy to assist with any questions about shipping or returns. Contact us at:

Email: [email protected]
Business Hours: Monday-Friday, 9am-5pm EST