Check out Our Support Ticket Instructions & Tips

Please check your email & follow instructions to complete your support ticket. You can review your support ticket, attach photos and provide additional information by responding to your support ticket email.  We will contact you soon after we receive all necessary information. Please note that freight damage photos must be received within 24 hours.  There is no need to return to this page once you receive the email from support@usafiredoor.com. Please check your junk mail folder if it’s not in your inbox.

Help Us Serve You Better

Identify exactly which items are effected

Check your invoice or packing slip and use job #’s, part numbers and / or product descriptions to clearly identify what product(s) are effected.  Clearly identifying the effected item(s) streamlines our review process and helps us to resolve your matter much faster.

Send photos that clearly show the issue

Send photographs that clearly show the issue at hand.  Do not include any unnecessary photos. Choose smaller image and file sizes whenever prompted. If you send a video please make sure it is short enough to be sent by email.

Understand Our Terms & Conditions

Freight Damage

All packages should be opened and inspected in the presence of the driver.  Any freight damage must be indicated on the bill of lading (carrier paperwork) and be reported within 24 hours of receipt of goods.  Freight damage claims will only be honored if damage is noted on the carrier bill of lading at the time of delivery.  Indicate damage for any damaged products, pallets, packing material, plastic or metal banding, shrink wrap, do not stack cones, do not tip indicators, or in any instance you cannot confirm that all products are received in brand new condition.  In the event a delivery driver will not allow you to inspect the material, please mark the shipment as damaged on the bill of lading.  All freight damage should be marked on the carrier bill of lading and photographs of damaged components must be emailed to support@usafiredoor.com within 24 hours.

Missing or Incorrectly Received Items

Missing or incorrectly received items must be reported within 24 hours. It is the responsibility of the purchaser to ensure that all material received is inspected in a timely manner and that all missing or incorrectly received items are reported, by email within 24 hours.  USA Fire Door will not honor any missing or incorrectly received item claims reported outside of the 24 hour period. Do not wait to report any missing or wrong items. If you receive errant items contact support@usafiredoor.com immediately.

Manufacturing Errors

In the event you receive material that is not in accordance with your signed estimate / work order confirmation please notify support@usafiredoor.com immediately.  Do not attempt to modify any material.  Modification of incorrectly received material will render it non-returnable and void your claim. It is the responsibility of the purchaser to ensure that all material is thoroughly inspected. Order discrepancies must be reported by email with clear photographs and relevant details of the problem.

Defective Products & Warranties

USA Fire Door processes warranty claims in accordance with original the manufacturer warranty of the product purchased.  To report a defective product or warranty claim, please send photographs and a brief description to support@usafiredoor.com