Terms & Conditions
Terms of Purchase
The purpose of this letter is to specify the terms of my engagement as the provider of the following service(s).
Service Agreement
Confirmation of agreement for services between the purchaser and RealCraft Carriage Doors.
This is to confirm our understanding of the terms and objectives of our engagement and the nature and limitations of the services we will provide.
Online and Phone Orders
It’s your responsibility as the customer to confirm that your selections are correct before you place an order. This is true for both online orders and phone orders. Because our products involve making many choices and measurements, please ensure that these options are correct. RealCraft is not responsible for customer errors. We are happy to help answer your questions to the best of our ability. But you may need the help of a contractor to assist you with measurements.
Once the draft is signed, customers have 24 hours to make any additional changes. After 24 hours, the door is placed into production and no further changes are possible. The customer accepts all liability for the product sizes and choices as marked on the signed draft.
The first two drafts of a full order are free. Anything after incurs a draft fee of up to $250 for every draft created and sent.
Client’s Responsibilities
It is understood and agreed that your responsibilities are as follows:
It’s your responsibility as the customer to confirm that your selections are correct before you place an order, including all relevant product choices and measurements. Once production has started on your order, we are not able to make any changes. RealCraft is not responsible for customer errors.
You will review and approve all journal entries, transaction classifications, and account codes determined or changed by RealCraft.
You will supply all necessary information and will be responsible for its accuracy and completeness.
To complete the service, we will need to obtain information on a timely and periodic basis from your organization. These items include the data file, supporting documents, answers to any questions we may have, and any other information that we may require to complete the work of this engagement.
Any promises not in writing and agreed to by the Customer and by senior management may not be honored.
Lead Time
Please keep in mind that lead times are estimates and not guarantees. Shop drawings are issued chronologically according to the date orders are placed. Extensive revisions to shop drawings may incur additional charges and will be added to the final invoice. If customer review and approval of shop drawings are more than 5 business days from the date of issue, quoted lead times may be extended. The quoted lead time starts once signed Drafts are received and production starts.
Order Changes, Cancellations, Returns & Refunds
RealCraft requires an upfront deposit on all custom orders of 45% of the quoted order value prior to production. This includes but is not limited to CAD drawing of the product, parts order, and wood milled. Real Craft will make a reasonable effort to notify the customer of all changes.
Once an item is in production, you may cancel the order, but you may be ineligible for a refund.
After 60 days have passed since Draft has been submitted for approval, RealCraft reserves the right to re-quote an order for which you have made a deposit.
The remaining 55% of the quoted order value is due before shipping. Tax and final shipping costs are not included until the final invoice.
We do not accept returns of custom-made items.
All products are subject to a restocking fee.
The restocking fee is subject to business and occupation (B&O) tax under the Service and Other Activities classification.
A full refund of the deposit is subject to all fees and labor costs, and material costs incurred.
Paying with credit will add a non-removable 3% fee.
Rush Orders
Orders designated as ‘rush’ orders incur a fee and are given priority. Shop drawings are issued within 3 business days of receipt of the order. The customer is responsible for the review and return of shop drawings within 1 business day of the issue. Approvals taking longer than 1 business day will extend quoted lead time by 1 day for every day approval is not yet received.
Shipping Information
RealCraft is not responsible for additional costs related to the delivery or pick-up of oversized crates.
Curbside delivery does not include moving the crate onto your premise, up your driveway, or to your door.
We do not offer white glove delivery at this time.
If you live on a difficult or narrow street, you may have to meet the truck and receive the shipment at the nearest point to your curbside as possible.
A forklift may be required for delivery of doors over 90”.
In some cases, an additional charge can be agreed upon with the freight company to deliver the crate beyond the curbside. RealCraft is not responsible for this cost. If this service is desired, it should be scheduled directly with the carrier. For more information on shipping & delivery see our Shipping Policy.
Upon Delivery
Please inspect your order within forty-eight hours of delivery for any damage that occurred during shipping or missing parts. Please inform us about shipping damage within the forty-eight-hour time frame in order to file a shipping claim. If we are not informed within that time frame, a shipping claim is not possible.
Damaged Orders and Missing Items
If any parts of your order are lost, notify us within 48 hours of delivery to file a shipping claim. After 48 hours have passed since delivery, you will incur a shipping fee for lost or missing items. For more information see our warranty here.
Installation
Inspect your product before installing it for manufacturing defects. RealCraft is not responsible for any costs related to installation or removal. This includes but is not limited to: contractor or installer time, travel, or transportation of the product.
Paints, Finishes, and Warping
“Warp” refers to a variation within the plane of the door itself. Warp does not refer to the door in relation to the frame or jamb in which it is hung. Allowable Tolerance: Pursuant to WDMA I.S.6A, the allowable tolerance for 1-3/4” (and thicker) doors is 1/4″ maximum in any 3’6” x 7’0” section.
Action on any claim for warp may be deferred for up to one year after project completion to permit doors to acclimate to temperature and humidity conditions. The deferral period does not count against the warranty period.
While we make every effort to make the doors to your specifications, we cannot guarantee that our finishes will match other finishes on other wood products. RealCraft is not responsible for wood finishes matching existing furniture, paneling, door jambs, or other wood products.
All warranties on stains and paints are from their respective manufacturers. We do not cover any finishes in our warranty. Unfinished doors must be finished within 7 days of delivery to qualify for the RealCraft warranty. For more information, see our warranty.