Terms & Conditions

1. Order Acceptance & Modifications

• Your order (whether verbal, online, or written) constitutes a request to purchase Products/Services. We reserve the right to accept, reject, or adjust orders for reasons including (but not limited to): unavailable materials (e.g., FSC-certified wood shortages), incompatible customizations (e.g., oversized doors for non-reinforced frames), inaccurate measurements provided by you, or regional delivery restrictions. A binding contract is formed only when we issue a written order confirmation (via email or signed document) detailing item(s), specifications (size, material, finish), total cost (including customization/installation fees), production timelines, and delivery/installation dates.
• Post-confirmation modifications: Changes to orders (e.g., adjusting door size, switching materials, adding hardware) must be submitted in writing within 48 hours of receiving the order confirmation. We will confirm modification feasibility and any cost/timeline adjustments (e.g., $150–$500 fee for material upgrades, 7–10 business day extension for custom carvings) within 24 hours. For custom doors (non-standard size, material, or design) and commercial bulk orders (10+ doors), modifications are not permitted once production begins (typically 3 business days after order confirmation); cancellation of such orders will result in forfeiture of the non-refundable deposit (see Section 4).

2. Product Specifications & Customization

• Standard Products: All standard doors (pre-sized, in-stock materials/finishes) comply with industry standards (e.g., ANSI/BHMA for hardware durability, EN 1634 for fire-rated commercial doors) and are labeled with key specs: dimensions (width x height x thickness), material (solid wood, fiberglass, steel), finish (paint, stain, veneer), weight, and applicable certifications (e.g., fire rating, energy efficiency). Detailed datasheets and user guides are available on our website or in showrooms; physical products may vary slightly in grain pattern (for wood) or color (due to batch differences) but will not deviate from stated performance or functionality.
• Custom Products: Custom doors are designed to your specifications (e.g., unique dimensions, engraved designs, specialty materials like reclaimed wood). We require a signed Customization Agreement (including detailed drawings and material samples) before production. You are responsible for verifying that custom specs comply with local building codes (e.g., fire safety requirements for commercial doors, hurricane impact standards for coastal regions); we recommend consulting a local inspector or permitting office, as we are not liable for non-compliance with regional regulations. Custom products cannot be resold, so cancellations after production begins will not receive a refund (beyond the portion of non-customized materials).

3. Measurement & Installation

• Measurement Services: Accurate measurements are critical for door fit. We offer professional on-site measurement (fees: $75 for residential, $150 for commercial) performed by certified technicians, which includes verifying frame integrity, rough opening dimensions, and compatibility with hardware. If you provide your own measurements, we are not liable for ill-fitting doors (e.g., gaps due to incorrect rough opening size) or additional costs (e.g., frame modification) required to install the door. We recommend professional measurement for custom doors or older buildings (where frames may be warped).
• Installation Services: Installation is performed by licensed contractors with 5+ years of door-specific experience. Service scope includes: removing old doors/ hardware (disposal included), preparing frames (minor repairs only; major frame replacement requires a separate quote), installing new doors/hardware, sealing gaps (weatherstripping included), and testing functionality (lock operation, door swing, closure). Installation timelines: 1–2 hours per standard residential door, 3–5 hours per custom/commercial door. You must ensure access to the installation site (e.g., cleared pathways, power for tools) and remove personal items near the entryway; delays due to inaccessible sites incur $100/hour waiting fees.
• Post-Installation Inspection: After installation, we require you to inspect the door(s) and sign an Installation Acceptance Form (acknowledging that the door fits properly, operates smoothly, and meets your specifications). Notify us of any issues (e.g., misaligned hinges, faulty locks) within 24 hours—we will resolve them free of charge. Failure to inspect and report issues within this window may result in additional service fees for repairs.

4. Payment Terms

• Payment Methods: We accept major credit cards (Visa, Mastercard, American Express), debit cards, PayPal, certified checks, and bank transfers. For commercial orders over $5,000, we offer net-30 payment terms (subject to credit approval via a completed Credit Application).
• Deposits:
  • Standard in-stock doors: 20% non-refundable deposit at order confirmation; remaining balance due upon delivery/installation.
  • Custom doors/commercial bulk orders: 50% non-refundable deposit at order confirmation (to cover material procurement and setup); remaining balance due 3 business days before delivery/installation.
• Pricing & Taxes: All prices are listed in U.S. dollars and exclude applicable sales tax, permits, or third-party fees (e.g., building inspector charges for commercial doors). Prices are valid for 30 days from the initial quote; after that, they may be adjusted due to material cost increases (e.g., lumber price fluctuations) or labor rate changes.
• Late Payments: Balances not paid by the due date incur a 2% monthly late fee on the unpaid amount. For orders with outstanding balances, we reserve the right to delay delivery/installation or (for commercial orders) place a hold on future purchases until payment is received.

5. Delivery & Shipping

• Delivery Options:
  • Curbside Delivery: For residential customers; door(s) are dropped at your driveway/curb (no carrying inside). Timelines: 3–5 business days for in-stock doors, 2–3 weeks for custom doors. Fees: $50–$150 (based on distance).
  • White-Glove Delivery: Includes bringing door(s) inside (to the entryway), unboxing, and inspecting for damage. Timelines: same as curbside. Fees: $100–$250 (residential), $200–$500 (commercial, for bulk orders).
  • Commercial Delivery: For business addresses; includes unloading via forklift (if available) and placement in a designated on-site area. Timelines: 5–7 business days for in-stock, 3–4 weeks for custom. Fees: $150–$300 (based on order size).
• Damage Claims: Inspect door(s) immediately upon delivery (before signing for the shipment). If damaged (e.g., cracked wood, dented steel, scratched finish), note the damage on the delivery receipt, take photos of the packaging and product, and notify us within 48 hours. We will replace the damaged item free of charge (including shipping) and arrange return of the defective product (we cover all return costs). Failure to report damage within 48 hours voids our responsibility for replacement.

6. Warranties

• Product Warranty:
  • Residential doors: 10-year warranty on structural integrity (covers warping, cracking, or delamination of door cores) and 5-year warranty on finishes (paint/stain; excludes damage from sunlight, pets, or harsh chemicals).
  • Commercial doors: 7-year structural warranty and 3-year finish warranty. Fire-rated/commercial-grade doors also include a 5-year warranty on hardware (locks, hinges) against manufacturing defects.
  • Specialty doors (reclaimed wood, soundproof): 5-year structural warranty (due to the unique nature of reclaimed materials) and 3-year finish warranty.
  • Accessories (locks, handles): 2-year warranty against defects.
• Installation Warranty: 1-year warranty on installation work (covers issues like misaligned hinges, improper sealing, or hardware failure due to incorrect installation). We will repair or re-install the door free of charge.
• Warranty Exclusions: The warranty does not cover damage from: misuse (e.g., slamming doors, using non-recommended cleaners), natural disasters (e.g., floods, hurricanes), improper maintenance (e.g., failing to refinish wood doors every 3–5 years), or unauthorized repairs/modifications (e.g., drilling additional holes for hardware).
• Claim Process: To file a warranty claim, email support@gatewayhavendoors.com with your order number, photos of the issue, and a description of use/maintenance. We will review the claim within 3 business days and resolve it via repair, replacement, or (if applicable) refund.

7. Returns & Refunds

• Standard In-Stock Doors: Uninstalled, unopened standard doors may be returned within 30 days of delivery for a refund (minus the 20% non-refundable deposit and original shipping/delivery fees). Returned doors must be in their original packaging and in resalable condition (no scratches, dents, or modifications). You are responsible for return shipping costs.
• Custom Doors & Commercial Bulk Orders: Custom doors (non-standard size/design) and commercial bulk orders are non-returnable, as they are made to your unique specifications. Exceptions apply only if the product is defective (verified by our technicians) — in such cases, we will replace the door or issue a pro-rated refund (based on the defect severity).
• Accessories: Unopened accessories may be returned within 60 days for a full refund (minus shipping). Opened/used accessories (e.g., locks that have been installed) are non-returnable.
• Refund Timelines: Refunds are processed within 10–14 business days after we receive and inspect the returned item. Funds will be credited to the original payment method.

8. Limitation of Liability

• We are not liable for indirect damages including (but not limited to): temporary inability to use the entryway (due to delivery/installation delays), loss of business (for commercial customers), or costs of alternative security measures (e.g., temporary locks during door replacement). Our total liability for any claim (whether due to defective products, installation errors, or delivery delays) shall not exceed the total amount paid for the affected Products/Services.
• We are not responsible for issues arising from third-party work (e.g., frame repairs performed by your contractor before installation) or failure to comply with our maintenance guidelines (e.g., not weatherproofing exterior wood doors).

9. Governing Law & Disputes

• These Terms are governed by the laws of the State of Texas (our headquarters location). Any disputes arising from these Terms or your purchase shall first be resolved through good-faith negotiation. If negotiation fails, disputes will be settled via binding arbitration in Houston, TX (in accordance with the rules of the American Arbitration Association) rather than through litigation.