Custom orders are non-refundable. Every door is a made to order product and is considered custom-made and as such is not returnable. If in the rare case that we did not manufacture your custom door as you ordered, we will correct our error if you notify us on the day you pick-up your door, or the day of door delivery/installation. Please inspect your door upon arrival and notify us immediately of any problems. Due to the nature of wood there can be slight color/tonal differences from one piece of wood to another. These differences are natural and contribute to the beauty of our product which is why no refund will be issued based on these variations. Walston Door Company will not replace doors/hardware that break or bow as a result incorrect care and maintenance of the product.
We offer $249 flat rate domestic freight shipping (driveway delivery) for orders under $2,000. For more information click here. Your door(s) and hardware will arrive in a wooden crate that is not waterproof and is not intended to be left outside for any length of time. You must be home to sign and accept a delivery from Walston Door Company or through the freight shipping carrier. If you are not there at the scheduled delivery time or if you are late, the freight shipping carrier will charge a wait fee that you will be responsible for paying. If the wooden crate is in bad shape when it arrives and there is good reason to suspect damage, please REFUSE it (and they will take it back to the terminal) or at the very least make sure the driver notates the damage directly on the delivery receipt. Walston Door Co. will need a copy/picture of the delivery receipt if we need to file a claim and you also must notify us immediately if there is damage. If it is damaged in any way it must be inspected by a freight representative before it can be moved from the original drop off spot or else they will claim you can't prove that it didn't get damaged while you were moving it inside your home. Freight companies have very strict policies about claims so it is best to open the crate and inspect it completely before the driver leaves your property. Please keep in mind that LTL deliveries are different from small package deliveries and they are only responsible for lowering the gate lift to your driveway. They are not responsible for helping you carry the crate into your home so we highly recommend having help available as it will be a couple hundred pounds.