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Order Placements

During the ordering process, it is the responsibility of the customer to communicate in person, online store, email or by phone to Hide-A-Way Doors all of the details of your order. The customer acknowledges that all orders, once placed are final; it is your responsibility to verify all measurements on your property and compare them to the dimensions listed on this site. Hide-A-Way Doors will not accept responsibility for errors made regarding any order or the measurement of any products that do not meet those specifications listed on this site. No refunds are made for mistakes made by the customer or due to damages sustained in delivery, please see shipping information below. You acknowledge that all production lead times are clearly advertised and that Hide-A-Way Doors does not guarantee standard, non-rush, lead times, therefore, refunds because of lead times do not apply.

 

Sale Terms

 

Due to the customized and specialty nature of the products we produce, all orders are considered special orders. When purchasing you acknowledge the unique and special nature of your order and agree that after 24 hours from the date and time of your order, your order will be final and nonrefundable. Once your order is placed, you have the ability to cancel your order within 24 hours, subject to a restocking fee equal to 25% of the amount of the cancelled portion of your order. By submitting a final order to Hide-A-Way Doors, you agree to this provision and acknowledge that it is reasonably necessary so that Hide-A-Way Doors can deliver your customized order in a timely manner to your requested specifications. All cancellations must be made via email to sales@hideawaydoors.com If you cancel your order after 24 hours, no refund will be issued unless expressly agreed in writing by Hide-A-Way Doors as provided herein. You acknowledge that you have read, understand and agree to all terms and conditions listed on this Site and at checkout, and the provisions of this paragraph and these Terms supersede any oral representation made by any employee, representative, or affiliate of Hide-A-Way Doors during or prior to the placement of your order. Please be aware that if you cancel your order after the 24 hour cancellation window, or if you dispute any charge to your credit card in an attempt to circumvent any provision of this paragraph or these Terms, you will be responsible for the costs incurred by Hide-A-Way Doors in collection of your payment, and that failure to pay, in whole or in part, will be reported to all major credit reporting agencies pursuant to the Fair Credit Reporting Act. You further acknowledge that, if you obtain any Products or access to the Site by fraud or deceit, or if you engage in a frivolous dispute of charges, you may be prosecuted under the criminal statutes of the relevant state.

When you order from Hide-A-Way Doors, you are guaranteed to receive all of the products in new condition without defect from our facility. Please see VISIBLE DAMAGES & INSPECTING FOR DAMAGES for information on damages & defects caused in shipping.

 

IMPORTANT SHIPPING DETAILS

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All orders are curbside delivery only and that Hide-A-Way Doors is not responsible for delivering the products to the interior of your home, or to place shipment anywhere other than the curbside. If you make arrangements with the freight company to deliver the products to a place other than the curbside of the address you provide, you agree to be responsible for all additional charges that result and will be billed accordingly.

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LIFTGATE SERVICE

A delivery lift-gate service fee is billed to HAWD account in the event a driver helps to unload, uses the lift gate and/ or delivers the products to anywhere other than curbside. We have made the $50 fee and option at checkout if you feel you need that extra service. If you chose "No thanks" you have agreed to have two or more people ready to hand unload when the driver arrives. All units are crated, weighing an average of 130 lbs, some over 7' tall. If you had chosen "No thanks" to the extra fee, but then require assistance from the driver or he uses the lift-gate, you are responsible for the $50 fee payable to Hide-A-Way Doors.

VISIBLE DAMAGES & INSPECTING FOR DAMAGES

Damages are rare, but unfortunately, they do happen from time to time. You will need to know what to do in the event your product arrives damaged to prevent the loss of a damage claim.

All freight companies Hide-A-Way Doors uses to deliver your units are third party entities; Hide-A-Way Doors does not guarantee their services. All orders are inspected at our facility and photographed prior to crating for shipment and are guaranteed to be free from defects. Never agree to have a delivery set up where your signature isn't required.

When the product arrives make sure you, or whoever is representing you, takes a moment to look for any visual signs of damages from all sides including the underside.

What to do if there are minor damages to the packaging:

If the products are damaged in shipping you must list any damage on the trucking company receipt, which is labeled “proof of delivery” or “Bill Of Landing” (“BOL”). You have the right, the obligation, and responsibility to inspect the merchandise and to report any defect in the items immediately to Hide-A-Way Doors. If you accept the items from the freight company and sign the BOL without giving notice of defect to Hide-A-Way Doors and annotating the BOL, the items are considered delivered and accepted as is and Hide-A-Way Doors will not be liable to you for any later claim that the items were damaged at the time of delivery. You further acknowledge by signing for the merchandise without giving notice to Hide-A-Way Doors of any defect, that damages to the items will be presumed to have occurred after delivery. By using this site and/or purchasing the merchandise, you agree to the foregoing, understanding and acknowledge that this policy is reasonably necessary because of the nature of the merchandise.

What to do if there are major damages to the packaging and/ or product:

If the shipment has noticeable damage to the packaging you have the right to inspect the product. Please note that the packaging can sustain heavy damage but the product sometimes can be free from damages. Upon inspection, you find heavy damages to the product you have the right to refuse the delivery. When refusing delivery the product will be returned to our facility for further assessment. When receiving merchandise and sign to accept it, you acknowledge that you have had the opportunity to inspect the product(s), from all sides for visible damage, and by signing and/ or accepting the package(s) you waive any right to return the products as damaged.

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Returns & Refunds

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Our products are handmade and every order is custom built to the specifications you had provided. Within 24 hours after receiving an order, your order is submitted for review and then sent to the shop and the process to produce your order begins. Because of the customized and specialty nature of the products, all orders are considered custom orders and non-refundable after 24 hours. Order cancelation within 24 hours of order placement will result in a 25% restocking fee. Standard order timeframes are estimates only and are not guaranteed, therefore they are nonrefundable. Rush order deadlines are guaranteed in their timeframes and the rush portion of an order is refundable if the rush deadline is not met. When placing a rush order, the timeline starts the next business day after an order is placed and excludes weekends and holidays. Rush orders are solely for production and do not include transit time. The rush guarantee deadline ends the day a shipping notification is sent. Appling a refund for a missed deadline you must contact us via email sales@hideawaydoors.com with the order number in the subject bar within one week after shipping the product. Order refunds are not available for products damaged in shipping. The freight companies are considered a third-party entity and Hide-A-Way Doors does not guarantee their services, please see shipping terms for details. By submitting an order either from this website, by phone or in person, you acknowledge that you have found our terms and agreements reasonable and plainly advertised and understand that any information found in our terms and agreements supersedes all other information including information from a staff member or associate of Hide-A-Way Doors, LLC. Any attempt to commit fraud or engage in a frivolous dispute of charges, you may be prosecuted under the criminal statutes of the relevant state. When you order from Hide-A-Way Doors, you are guaranteed to receive all of the products in new condition. Any returns must be accepted by Hide-A-Way Doors in writing; if accepted, the product must be placed in its original packaging, or like packaging, protecting the product from shipping damages and shipped to our facility at your cost. Damages sustained in return shipments are your responsibility; Hide-A-Way Doors suggests putting full value insurance on items in return shipment.

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Status update / information requests

 

Estimated lead times are not guaranteed, the information provided to you was calculated by studying recent shipments and the time it took to produce those orders. Orders are built to suit; we do not mass-produce the products. The time it takes for any one standard (non-rush) order to complete in the process is affected by the details of that order and every order that was placed prior to yours. Rush orders are guaranteed in their timeframes, if a rush deadline is missed 25% of the rush will be refunded. Shipping transit times are not included in the production timeline. After 24 hours an order is considered final, cancelations after 24 hours, if approved by us, are subjected to a 25% fee. The information found herein was provided to you to help gauge the timing that your order might take to complete. 

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WARNING!

 

!AVOID FUTURE ISSUES BY READING IN ITS ENTIRETY!

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SHIPPING INFORMATION & DAMAGE CLAIMS~

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Damages are rare, but unfortunately, they do happen from time to time. You will need to know what to do in the event your product arrives damaged to prevent the loss of a damage claim. We, Hide-A-Way Doors, LLC, will do everything we can do to help you in the event that your products arrive damaged, however; the Freight companies are a third party entity; Hide-A-Way Doors does not guarantee their services, which includes timing, schedules or placement of shipments. All orders are inspected and photographed at our facility prior to crating for shipment and are guaranteed to be free from any defects caused by Hide-A-Way Doors, LLC. Due to the popularity of our products along with extended lead times, we know that you have probably waited a long time to receive your order and it's disheartening when it shows up damaged. We pledge to you that if your order is damaged in transit and is returned to us to rework, repair or replace, that we will put your order at the top of the list so you do not have to wait behind any other orders.

IMPORTANT DETAILS

Inspect your order for missing parts or damages asap! If your unit has internal damages the freight company will not accept any claims after five days, after the fifth day you will not be able to file a damage claim with Hide-A-Way Doors. All orders are curbside delivery only and that Hide-A-Way Doors is not responsible for delivering the products to the interior of your home, or to place shipment anywhere other than the curbside. If you make arrangements with the freight company to deliver the products to a place other than the curbside of the address you provide, you agree to be responsible for all additional charges that result and will be billed accordingly. Failing to pay for services added to the delivery will result in collections and reporting it to the fair credit report agencies.

All shipping damage claims should be reported to Hide-A-Way Doors immediately via email to shipping.damage@hideawaydoors.com please enter your work order number in the subject bar and include several photos of the packaging materials and damages to the product.

Order refunds are not available for products damaged in delivery. When a unit is returned due to damages, we fast track it in our system to the top of the list and expedite the rebuild or repairs to get it back to you as quickly as possible.

Never agree to have a delivery set up where your signature isn't required (subject to change due to the coronavirus).

VISIBLE DAMAGES & INSPECTING YOUR ORDER WHEN DELIVERED

What to do if there are minor damages to the packaging:

If the products arrive damaged you must list any damage on the trucking company receipt, which is labeled “proof of delivery” or “Bill Of Landing” (“BOL”) (Some changes have been made by the freight companies due to the coronavirus where signatures are no longer required; if that is the case, you will be able to ask the driver to document the damages and take photos). You have the right, the obligation, and responsibility to inspect the merchandise and to report any defect in the items immediately to Hide-A-Way Doors. If you accept the items from the freight company and sign the BOL without giving notice of defect to Hide-A-Way Doors within 5 days after receiving the product(s) and annotating the BOL, the items are considered delivered and accepted as is and Hide-A-Way Doors will not be liable to you for any claim(s) that the items were damaged. You further acknowledge by signing for the merchandise without giving notice to Hide-A-Way Doors of any defect, that damages to the items will be presumed to have occurred after delivery. By using this site and/or purchasing the merchandise, you agree to the foregoing, understanding and acknowledge that this policy is reasonably necessary because of the nature of the merchandise.

Repairs due to defect or damage

If you choose to fix or otherwise repair the product yourself, you will need to first, report the damages right away, then submit an estimate not exceeding the following guidelines:

Hide-A-Way Doors allows $50 per hour for repairs and a $80 trip fee. We allow cost plus 10% on materials if not supplied by us. We understand that market values change per location, however; we feel that $50 per hour will be sufficient to cover any repairs needed. We require a written estimate, preferably on a company letterhead, submitted within 5 business days, no exceptions. We reserve the right to refuse any estimate if we determine the estimate to be inflated. Your estimate and photos of the damages will be sent to the freight company's claims adjuster for their review. Most monetary claims take an upwards of thirty days to complete. If your claim is rejected of any reason we will file an appeal on your behalf. If your order was damaged in delivery, it is the freight company's responsibility to pay for the damages. Hide-A-Way Doors is not responsible to pay for freight damage claims in the event the freight company turns your claim down.

What to do if there are major damages to the packaging and/ or product:

If the shipment has noticeable damage to the packaging you have the right to inspect the product. Please note that the packaging can sustain heavy damage but the product sometimes can be free from damages. Upon inspection you find heavy damages to the product you have the right to refuse the delivery. When refusing delivery the product will be returned to our facility for further assessment. When receiving merchandise and sign to accept it, you acknowledge that you have had the opportunity to inspect the product(s), from all sides for visible damage and by signing and/ or accepting the package(s) you waive any right to return the products as damaged.

LIFT GATE FEE

A delivery lift-gate service fee is billed to HAWD account in the event a driver helps to unload, uses the lift gate and/ or delivers the products to anywhere other than curbside. We have made the $75 fee an option at checkout if you feel you need that extra service. If you chose "No thanks" you have agreed to have two or more people ready to hand unload when the driver arrives. All units are crated, weighing an average of 130 lbs, some over 7' tall. If you had chosen "No thanks" to the extra fee, but then require assistance from the driver or he uses the lift-gate, you are responsible for the $75 fee payable to Hide-A-Way Doors. If the shipment has noticeable damage to the packaging you have the right to inspect the product.

SCHEDULED DELIVERY

The freight company will call you to schedule your delivery. You, or someone representing you will need to be at your residence to check for damages and accept or deny the shipment. Hide-A-Way Doors, LLC. is not responsible for the scheduling, rescheduling or for the freight company's promptness in the delivery of your order.

!WARNING!

By accepting our terms and agreements prior to check out, you acknowledge that you have read our shipping terms and agree that any deviation from these terms constitutes in noncompliance. You further acknowledge that the shipping company is a separate entity responsible for any damages caused from the process of sending your unit from our facility to your location, and will not fault Hide-A-Way Doors, LLC in the event that your claim is denied due to noncompliance. Timing is of great importance. The freight company will deny any claim not properly filed in the appropriate timeframe set fourth in these terms.

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