To start a return, you can contact us at support@trustduralok.com. Please note that returns will need to be sent to the following address:Â 7791 Palmetto Commerce Parkway North Charleston, SC, 29420 | Suite A-1
You can always contact us for any return question at support@trustduralok.com.
Order Processing & Lead Times
Order Processing
Once your order is received and reviewed by our production team for accuracy - this is on average 1 business day from when the order is placed. Once the order is confirmed by our production team,the order moves into our production queue, and it will be shipped within our current lead time, tailored to your order's specifications.
Lead Times
On average, standard orders ship within 3-5 business days if being placed during standard volume periods (non promotional periods). Please note that during higher volume periods, or circumstances that are outside of our control (ie weather), orders can experience delays.
Custom Painted Order Exception
Custom painted shutter orders ship within 3 weeks from the order being placed as a paint swatch must be ordered for the matching color. Also, custom paint/color exterior shutter orders require additional quality checks to ensure the paint adheres perfectly for durability. Please note that this may slightly extend the shipping timeline.
Shipping & Rush Orders
Freight & Parcel Shipments
We ship both common carrier/freight and traditional parcel services - depending on the size and nature of the order.
When shipping common carriers/freight, we try to select the best carrier that we have the least damage history with and the most accountability. We completely enclose common carrier shipments in wooden crates that are both stapled and screwed together. If you require lift gate service to unload crates that will need to be coordinated by contacting our team after your order has been placed..
Rush & Expedited Orders
Our rush or expedited orders are available based on need. If you require a rush or expedited exterior shutter order we can work with you on the prioritization of your order. The cost associated can range from 20-30% of the order total depending on the size of the order.Rush or expedited orders must be approved by our team.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@trustduralok.com.
