Help Center

How Can We Help?

• Installation Help & Tech Support
• Check Order Status / Completion Date
• Report a Problem
  with an Order

• Open a Tech Support Ticket

  Please provide as many details possible. You can send photos, video or files in the next step.

  Preferred Contact Method
  EmailText MessagePhone Call

  use semi-colon; to add multiple emails

  How Can We Help?
• Estimated Completion Date Request

  Please enter your order information below. We will respond with an update shortly.

  Preferred Contact Method
  EmailText MessagePhone Call

  use semi-colon; to add multiple emails

  Is this order a rush situation?
  No, I have planned accordingly and need this info for scheduling purposes.Yes, I probably should have ordered sooner, but please do what you can to help.

  Note

• What Type of Problem?

  Freight Damage
  Missing Items
  Incorrect Product – Size, Prep, Color, etc.
  Report Freight Damage

  Please provide as many details possible. You can send photos, video or files in the next step.

  Preferred Contact Method
  EmailText MessagePhone Call

  use semi-colon; to add multiple emails

  Was there any visible damage to the crating or packaging at the time of delivery?
  YesNo

  When signing for the delivery did you note or indicate any damages on the Bill of Lading?
  YesNo

  Did you open the packaging and inspect for any concealed damage in the presence of the driver?
  YesNo

  How long ago did you receive the damaged material? Approximately when was it delivered?
  Within the last 24 HoursBetween 24 and 48 Hours AgoBetween 48 and 72 Hours Ago4-6 Days Ago1-2 Weeks Ago3-4 Weeks AgoMore Than a Month Ago

  Please provide a detailed description of any damaged items. Please reference your invoice or packing slip and identify all damaged items based on the “Job #” and / or “product description” column.
  Example:
  Received damaged shipment. Took photos and noted damage before signing carrier paperwork. Pallet was damaged and shrink wrap was torn. We have some frame parts that are dented/bent.
  Job #4F – Hollow Metal Door Frame, 3’0” x 6’8”, (1) Left Hand – Hinge Leg Only
  Job #5F – Hollow Metal Door Frame, 4’0” x 7’0”, (1) Right Hand – Header Only

  How do you prefer to resolve the problem? (repair, replace, etc…)
  
  Example:
  Please send replacement parts ASAP.
  
  Report Missing Items

  Please enter your order information and indicate which items are missing.

  Preferred Contact Method
  EmailText MessagePhone Call

  use semi-colon; to add multiple emails

  Have you completely unpacked ALL crates, pallets and/or boxes to make sure missing item/ items are not concealed inside or beneath another item in the shipment?
  YesNo

  Was there any visible damage to the crating or packaging at the time of delivery?
  YesNo

  How long ago did you receive the delivery? Approximately when was it delivered?
  Within the last 24 HoursBetween 24 and 48 Hours AgoBetween 48 and 72 Hours Ago4-6 Days Ago1-2 Weeks Ago3-4 Weeks AgoMore Than a Month Ago

  Please reference your invoice or packing slip and identify all missing items based on the “Job #” and / or “product description” column.
  Example:
  Missing:
  Job #11– Hinges (Qty: 3)
  Job #17 – Lever Handle (Qty: 1)
  

  How do you prefer to resolve the problem? (repair, replace, etc…)
  
  Example:
  Please send replacement parts ASAP.
  
  Report an Incorrect Product

  Please provide as many details possible. You can send photos, video or files in the next step.

  Preferred Contact Method
  EmailText MessagePhone Call

  use semi-colon; to add multiple emails

  Does the product received match the part number or description on your invoice or packing slip?
  YesNo

  Please reference your invoice or packing slip and identify all incorrect items based on the “Job #” and / or “product description” column. Please clearly indicate what you received vs. what you need.
  Example:
  Job #4 – Hollow Metal Frame – Received frame for 4-7/8” thick wall. Need frame for 7-1/4” wall.
  

  How do you prefer to resolve the problem? (repair, replace, etc…)
  
  Example:
  Please send replacement parts ASAP.