Returns & Cancellations
This page explains how cancellations, order changes, and returns work for TruGlide roll-up doors, which are built to order rather than pulled from stock.
Quick Answers
- Can I cancel my order?
- Yes, before production starts. Once production begins, cancellation may not be possible.
- Can I return a finished custom door?
- Generally no, because it is built to your exact specifications.
- What about unused hardware?
- Unused, uncut hardware in original packaging may be returned with authorization; a restocking fee may apply.
- What if my shipment is damaged?
- Note it on the delivery receipt at delivery, or report concealed damage within 5 business days.
- Do I need authorization to return anything?
- Yes. Contact us before shipping anything back — unauthorized returns may be refused.
Why Returns Work Differently for Built-to-Order Doors
TruGlide doors are manufactured to the sizes, colors, and hardware you specify — see the full lineup on our products page. Because each door is custom built for a specific opening, it cannot simply be restocked and resold to another customer the way an off-the-shelf item can. That is why the policies below focus on catching changes early, before materials are committed.
Confirm your rough opening dimensions with our size guide before ordering, and use get a quote if you want us to double-check sizing, color, or hardware before you place the order.
Cancellation and Order Change Windows
Before production starts
Contact us as early as possible. Changes to size, color, or hardware, or a full cancellation, can usually be accommodated while the order is still in the queue and materials have not yet been cut.
After production starts
Once a door has entered production, cancellation may not be possible. If an exception is approved, it may include charges for materials already cut and labor already committed, since those costs cannot be recovered by reselling a custom part.
How to request a change
Email sales@truglidedoors.com or call (877) 220-2322 with your order number and the change you need. Our hours are Monday through Friday, 8:00 a.m. to 5:00 p.m.
Restocking: Standard vs. Custom Items
Whether an item can be restocked depends on how specific it is to your order.
Custom-built doors
A door built to a specific width, height, color, and hardware combination cannot be restocked once completed. There is no general population of buyers who can use a door cut to someone else's opening.
Uncut, unused hardware and accessories
Hardware and accessories that were never installed, never cut, and remain in original packaging may be eligible for return with prior written authorization. Return freight is the customer's responsibility, and a restocking fee may apply to cover handling and inspection.
What is non-returnable
- Completed custom doors and curtains cut to size
- Hardware that has been installed, cut, painted, or modified
- Items without a return authorization
- Items returned outside the authorized return process
Damaged or Short Shipments
Freight damage and cancellation are two different situations, and they are handled differently. Full receiving guidance, including how freight is packaged and what to check at the tailgate, is on our shipping and delivery page.
Visible damage at delivery
Note any visible damage on the bill of lading or delivery receipt before the driver leaves. This written notation is what supports a freight claim later, so do not skip it even if the damage looks minor.
Concealed damage
If damage is not visible until you unpack the shipment, report it to us within 5 business days of delivery, along with photos of the damage and the packaging.
Short shipments
Count every piece against the packing list before signing and note any shortage on the delivery receipt. Email us the order number and a photo of the annotated receipt and we will follow up on the missing piece.
Wrong Item or Manufacturing Defect
If what arrived does not match your order acknowledgment, or a part shows a manufacturing defect, contact us with your order number and clear photos. When the issue is our error or a confirmed manufacturing defect, we will repair, replace, or re-ship the affected items at no cost to you. Manufacturing defects that appear after installation may also be covered under our limited warranty.
Requesting Return Authorization
All returns require authorization before you ship anything back. Email sales@truglidedoors.com or call (877) 220-2322 with your order number and the reason for the return. Unauthorized returns may be refused.
Refund Method and Timing
Approved refunds are issued to the original payment method after the returned items are received and inspected. Original freight charges are non-refundable except where the return results from our error. If you have questions about where a refund stands, contact us with your order number.
Returns & Cancellations FAQ
Can I cancel my order after I place it?
Yes, if production has not started. Contact us as soon as possible — changes or cancellations requested before materials are cut are usually straightforward. Once a door has entered production, cancellation may not be possible.
Will I be charged if I cancel after production has started?
Possibly. An approved cancellation after production begins may be subject to charges for materials already cut and labor already committed, since the door is built to your specific order.
Can I return a custom-sized or custom-colored door?
Generally no. Custom doors are built to your exact dimensions, color, and hardware selections and cannot be resold, so they are not eligible for return once completed.
Can I return unused hardware or accessories?
Yes, if they are unused, uncut, and in original packaging, with prior written authorization. Return freight is the customer's responsibility and a restocking fee may apply.
What if my shipment arrives damaged?
Note the damage on the delivery receipt or bill of lading before the driver leaves. If the damage is concealed and not visible until you unpack the shipment, report it to us within 5 business days of delivery with photos.
What if I received the wrong item or a manufacturing defect?
Contact us with your order number and photos. If the issue is our error or a confirmed manufacturing defect, we will repair, replace, or re-ship the affected items at no cost to you.
How do I get authorization for a return?
Email sales@truglidedoors.com or call (877) 220-2322 with your order number and the reason for the return before shipping anything back. Unauthorized returns may be refused.
How and when are refunds issued?
Approved refunds are issued to the original payment method after returned items are received and inspected. Original freight charges are non-refundable except where the return results from our error.
Also see our warranty, shipping and delivery, and Terms of Service pages, or contact us with any question not covered here.