FAQ

Product and order related questions:

（1） Are all the barn doors and hardware New Zealand stock?
Yes. All the barn doors and hardware are New Zealnd stock. Our showroom and warehouse are located in Auckland.

（2） How should I arrange the installation for the barn doors?
You could install the barn door by yourself, the installation manual comes along with the hardware. Alternatively, you could find a carpenter to install the barn door.If you are not installing the doors right away, please put the doors in a flat position against any mis shape.

（3） Can I cancel or change my orders?
For  hardware, within 24 hours after placing the order, you can cancel or change the order by giving us a call or an email. Otherwise, any cancellation or change cannot be accepted, as usually the item will be dispatched after 24 hours.So please make a careful selection.

Shipping related questions:

（2） How long does it take to ship my order and what is the transit time?
For hardware, handles and locks, orders will be dispatched in 2-3 business days. For barn doors, it usually takes 3-5 business days to get them ready to ship, depending on which kind of doors you order.

The estimated transit time is 5-10 working days for metropolitan and regional areas.

Due to COVID impact, please allow extra days for delivery. The ETA is subject to change depending on the speed of the courier company.

（3） Can I pick it up from your store or arrange the shipping by myself?
Yes, you can pick up the items from our store in Auckland. Alternatively, you could arrange the shipping by yourself by selecting the pick-up option when checking out.

（4） Can you ship to a PO box?
For hardware and handles, we can ship to PO boxes.

Swap and return related questions:

（1）What are the swap and return policies for hardware and locks?
We have a 30-day return policy for the hardware and locks, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging.

If you would like to return the item for any reason except for factory faulty, we will provide a refund for the product only, the ship cost is non-refundable, if applicable. The return postage shall be handled by the buyer and is non-refundable as well.

If you would like to return the item due to factory faulty reasons, please take photos and contact us ASAP. We will refund your return postage only up to the amount it originally cost to send the item to you.

To start a return, you can contact us at info@hardware-nz.co.nz.

（3） What if the item is damaged during transit?
Please do a careful inspection of the item you received upon delivery. If you observe any damage to the package and the item inside, you will need to take photos of the damaged package and the item and contact us immediately. Claims will not be accepted without doing so.

（4）What if the item is wrongly shipped?
If the item is wrongly shipped, please take photos and contact us ASAP. We will take our priority to give you a replacement. we will refund your return postage only up to the amount it originally cost to send the item to you.