Limited Warranty
This page explains, in plain language, what the one-year TruGlide warranty covers, what it does not cover, and exactly how to file a claim if something goes wrong with your roll-up door.
Quick Answers
- How long is the warranty?
- One year from the date of shipment.
- What does it cover?
- Defects in materials or workmanship in the curtain, tracks, and factory-supplied hardware.
- What does it NOT cover?
- Improper installation, jobsite damage, freight damage, cosmetic weathering, misuse, and unauthorized modifications.
- What do you do for a covered defect?
- Repair or replace the defective part. Labor, removal, and reinstallation are not included.
- How do I start a claim?
- Email sales@truglidedoors.com or call (877) 220-2322 with your order number and photos.
What This Warranty Covers
TruGlide Doors, LLC warrants its roll-up doors and factory-supplied hardware to be free from defects in materials and workmanship for one (1) year from the date of shipment, when the door is installed and maintained according to our published installation manual. Coverage applies to every door on our products page, including Model 171 and Model 180, in any of the seven available colors.
Curtain, tracks, and axle
The .017 in. minimum steel curtain, 18-gauge galvanized guide tracks, steel stamped drums with radial ball bearings, and the 12-gauge galvanized tubular axle are covered against a genuine manufacturing defect for the full warranty term.
Factory-supplied hardware and openers
Brackets, fasteners, and chain hoists supplied with the door are covered under the same terms. Electric openers — EasyRoller 14 for doors 12 ft wide and under, or Hiro for 14 ft and 16 ft doors — carry the same one-year coverage when installed and wired according to the manufacturer's instructions. See get a quote if you are still deciding between hardware options.
What This Warranty Excludes
A one-year warranty on materials and workmanship does not mean every problem that shows up within a year is covered. The exclusions below are the most common reasons a claim is denied.
Improper installation
TruGlide does not install doors — installation is performed by the customer or a contractor of the customer's choosing. Out-of-square or out-of-level openings, insufficient headroom (doors generally need roughly 18-20 in. of headroom) or sideroom, and skipped steps in the installation manual are not covered.
Jobsite damage
Damage caused by other trades, vehicles, forklifts, forced entry, vandalism, or general jobsite activity after delivery is not a manufacturing defect and falls outside this warranty.
Freight damage
Damage that happens in transit is handled as a freight claim, not a warranty claim. Note any damage on the delivery receipt or bill of lading before the driver leaves, and report concealed damage within 5 business days of delivery. Full instructions are on our shipping and delivery page.
Cosmetic weathering
Fading, chalking, minor surface scratches, and other cosmetic changes that occur with normal outdoor exposure over time are expected and are not treated as defects.
Misuse and modification
Running the door into an obstruction, forcing a jammed curtain, disconnecting safety features, or modifying the door or hardware with non-TruGlide parts voids coverage for the affected components.
How to File a Warranty Claim
Filing a claim is straightforward as long as you have the right information ready before you call or email.
Step 1: Gather your order information
Have your order number, the door size, the installation address, and the approximate date the issue appeared.
Step 2: Take clear photos
Include a wide shot of the full door, close-up photos of the specific issue, and, if the problem is related to shipping, a photo of the delivery receipt showing any damage that was noted.
Step 3: Contact us
Email sales@truglidedoors.com or call (877) 220-2322 during our hours, Monday through Friday, 8:00 a.m. to 5:00 p.m. If you would rather start with a general question first, see our FAQ page or contact us.
Step 4: We review and respond
We review the information and photos against the exclusions above. If a defect is confirmed, we will explain the remedy and next steps.
What We Do for a Covered Defect
If a covered defect is confirmed, TruGlide will, at its option, repair or replace the defective part. This is the sole remedy under this warranty. Labor, removal, reinstallation, freight for return of the original part, and jobsite costs are not included unless agreed to in writing.
Transferability
This warranty extends to the original purchaser and is not transferable unless approved in writing by TruGlide Doors, LLC. If you are buying a building with an existing TruGlide door and want to confirm warranty status, contact us with the order details if available.
Storage and Installation Affect Your Coverage
Warranty coverage assumes the door was stored, handled, and installed the way the installation manual describes. Doors left exposed to the weather before installation, stored on end instead of properly supported, or installed without following the documented sequence can develop problems that trace back to handling rather than manufacturing. Review the manual on our resources page before you begin, and refer to the size guide to confirm headroom and sideroom in advance.
Limitation
To the maximum extent permitted by law, TruGlide Doors, LLC is not liable for indirect, incidental, or consequential damages. This warranty is in place of all other warranties, express or implied. Full terms are part of our Terms of Service.
Warranty FAQ
How long does the TruGlide warranty last?
One year from the date of shipment, on the door curtain, tracks, and factory-supplied hardware, when the door is installed and maintained according to the published installation manual.
Does the warranty cover installation labor?
No. TruGlide does not install doors and the warranty remedy is limited to repair or replacement of the defective part. Labor, removal, reinstallation, and jobsite costs are not included unless we agree to them in writing.
Is freight damage covered by the warranty?
Freight damage is handled through a freight claim, not a warranty claim. Note any damage on the delivery receipt or bill of lading before the driver leaves, and report concealed damage within 5 business days of delivery.
Does the warranty cover fading or scratches over time?
No. Normal wear, surface scratches, and cosmetic weathering of the paint finish are excluded, since they are expected outcomes of outdoor exposure rather than manufacturing defects.
What if I installed the door myself and something does not work right?
Start by checking the installation manual on the resources page against how the door was actually installed. Out-of-square openings, insufficient headroom, or skipped steps are the most common causes of problems that are not covered as warranty defects.
Can I transfer the warranty if I sell the building?
The warranty applies to the original purchaser. Transfer to a new owner is possible only with prior written approval from TruGlide Doors, LLC.
What photos should I send with a claim?
Wide shots of the full door, close-ups of the specific defect, the model and serial information if visible, and, for shipping issues, the delivery receipt showing any noted damage.
Who do I contact to start a claim?
Email sales@truglidedoors.com or call (877) 220-2322 with your order number, door size, installation address, and photos. Our hours are Monday through Friday, 8:00 a.m. to 5:00 p.m.
Questions about a claim, a return, or how the door should have shipped? See returns and cancellations, shipping information, or contact us directly.