Refund policy

REFUND & RETURN POLICY

On-Time Doors & Frames LLC

This Refund & Return Policy applies to all purchases made from On-Time Doors & Frames LLC (“On-Time Doors & Frames,” “we,” “us,” or “the Company”).
Because most of our products are custom-built, made-to-order, or fabricated specifically for each customer, all sales are subject to the terms below.

By placing an order, you agree to this Refund & Return Policy and our Terms & Conditions.

1. ALL SALES ARE FINAL

Due to the custom nature of our products—including doors, frames, prehung units, custom sizes, hardware preps, and finishes—all sales are final except as expressly provided in the sections below.

Once production begins, the order cannot be cancelled, refunded, or changed.

2. ORDER CANCELLATIONS

You may cancel an order ONLY if:

  • You request cancellation within three (3) business days of placing the order
    AND

  • Production has not yet started
    AND

  • The order has not shipped

Restocking Fees

  • Standard slab/stock door cancellations: 25% restocking fee

  • Custom, prehung, prefinished, and made-to-order items: non-cancellable and non-refundable once production begins

All cancellation requests must be made in writing via email to:
📧 info@ontimedoorsandframes.com

3. RETURNS (NON-DEFECTIVE PRODUCTS)

We generally do not accept returns on non-defective items, but if we agree to accept a return, the following conditions apply:

  1. You must notify us within 24 hours of receiving the product.

  2. You must receive written approval for the return.

  3. You must ship the item back at your cost.

  4. The product must be in:

    • original packaging

    • unused

    • uncut, unpainted, unstained

    • uninstalled

    • in fully resellable condition

Refunds will not be issued until:

  • The product is inspected at our warehouse

  • It is confirmed to be in original condition

Shipping fees are non-refundable.

4. DAMAGED OR DEFECTIVE PRODUCTS

You must inspect all items at the time of delivery.

To qualify for a replacement or refund:

You must notify us of damage or defects:

  • At delivery (noted on the delivery slip)

  • And by email within 3 days of delivery

  • Include photos taken at delivery

Email all claims to:
📧 info@ontimedoorsandframes.com

If verified:

You may choose one of the following:

  • Replacement with conforming goods

  • Full refund

Important:

If damage is not noted at delivery, the shipment is considered accepted, and no claims will be honored.

5. PRODUCTS NOT ELIGIBLE FOR REFUND OR RETURN

The following cannot be returned, cancelled, or refunded:

  • Custom sizes

  • Pre-hung units

  • Pre-finished doors or frames

  • Doors with any custom machining (hinges, strike, closer, electric prep, continuous hinge, lite kits, etc.)

  • Fire-rated doors or frames

  • Modified, cut, painted, or installed items

  • Special-order hardware

  • Clearance or discounted items

  • Any product where production has already begun

Once altered by the customer or installer in any way, the product is no longer eligible for return, refund, credit, or replacement.

6. WRONG SIZE, WRONG SPECS, OR MEASURING ERRORS

On-Time Doors & Frames manufactures goods based on the measurements and specifications provided by the customer.

We are not responsible for:

  • incorrect measurements

  • wrong handing

  • wrong jamb size

  • wrong hardware prep

  • incorrect rough opening dimensions

  • fitment issues after installation

These issues do not qualify for refunds or returns.

If you need measurement help, we offer measuring services at an additional cost, when available.

7. SHIPPING FEES & DELIVERY ISSUES

Shipping and delivery charges are non-refundable.

Redelivery or refused delivery fees apply when:

  • customer is not present

  • site is inaccessible

  • order is refused without valid defect

  • delivery cannot be safely completed

These costs cannot be refunded.

8. REFUND PROCESS

Approved refunds will be:

  • Issued to the original payment method

  • Processed within  45 business days after inspection

  • Issued only after the product is successfully returned and verified

Administrative fees, restocking fees, and shipping fees will be deducted where applicable.

9. CONTACT

For cancellations, returns, delivery issues, or damaged/defective product claims:

📧 info@ontimedoorsandframes.com
📍 On-Time Doors & Frames LLC
244 5th Avenue, Suite C33
New York, NY 10001