Refund policy
Shipping & Returns
Specialty hardware is a considered purchase. Our policies are written with the same care we ask of every fitting we ship — clear, fair, and built for the way real projects move.
Shipping
Every order ships with a tracking number. As soon as your package leaves our facility, we'll send the tracking details to the email address on file — no need to hunt them down.
We ship Monday through Friday during standard business hours. Orders placed before 12:00 PM MST are processed the same business day. Orders placed after noon ship the following business day.
Saturdays, Sundays, and all major U.S. holidays are not business days. Orders placed during those windows are queued for the next available shipping day.
At a glance:
- Tracking number included on every shipment, emailed when the carrier picks up
- Order cutoff: 12:00 PM MST for same-day processing
- Shipping days: Monday through Friday only
- Closed: Saturdays, Sundays, and major U.S. holidays
- In-stock items across every brand ship within 1–2 business days
Brand Lead Times
Some of the brands we carry — Baldwin and Emtek in particular — are hand-assembled, finished, and inspected to order. That craftsmanship is what makes them worth specifying, and it's also why their lead times are longer than standard hardware. We'd rather set the expectation honestly than rush a piece you'll live with for decades.
Baldwin — 2 to 4 weeks
Baldwin pieces are hand-assembled and finished individually. Expect a delivery window of 2 to 4 weeks from the date your order is placed. The wait is the point — these are heirloom-grade fittings, built one at a time.
Emtek — 2 to 3 weeks
Emtek hardware is also assembled by hand, with a typical lead time of 2 to 3 weeks from order placement. Custom finish and configuration combinations are worth the wait.
In-Stock Items
If a Baldwin, Emtek, or any other brand's item is shown as in stock at the time of order, it ships within 1–2 business days like any other in-stock product.
Shipping Rates
Flat-rate domestic shipping based on order subtotal. Rates apply to standard ground delivery within the United States.
Domestic — United States — Standard Ground
| Order Subtotal | Shipping Rate |
|---|---|
| $0.00 – $30.00 | $12.00 |
| $30.01 – $60.00 | $15.00 |
| $60.01 – $100.00 | $17.00 |
| $100.01 – $250.00 | $22.00 |
| $250.01 – $500.00+ | $28.00 |
Rates apply to standard ground shipping within the contiguous United States. Expedited and oversized-item shipping may be quoted separately at checkout.
International Shipping
Yes — we ship internationally. However, because international orders involve duties, customs fees, and country-specific import regulations that vary widely, we handle these orders on a case-by-case basis.
Before placing an international order, please contact our customer service team. We'll walk you through estimated shipping costs, expected duties, customs requirements for your country, and lead times so there are no surprises at delivery.
Reach out to support@rightsethardware.com to get started.
Damaged & Lost Packages
Once a package leaves our facility and is in the carrier's hands, damaged and lost shipments are not the responsibility of RightSet Hardware. Carrier claims are typically handled directly between the recipient and the carrier.
That said, we know how frustrating this can be. If your package is lost or arrives damaged, contact our customer service team and we'll do what we can to help resolve the issue — whether that's helping you file a claim, locating a missing shipment, or finding another path forward.
Order Cancellations
Once an order has processed, we are unable to cancel it. Our system moves quickly to get your hardware on the way, and once that process begins, the order is locked in.
If you need to make a change, the best path is to let the order arrive and then initiate a return (see the Returns section above).
Returns
We accept returns on eligible items within 14 days of delivery. A 15% restocking fee applies to every returned item — this covers inspection, refinishing where required, repackaging, and returning the piece to inventory in a condition fit for the next customer.
Return policy summary:
- Return window: 14 days from delivery
- Restocking fee: 15% per item returned
- Items must be unused, in original packaging, and free of installation marks
- An RMA number is required before sending anything back
Important: Always contact us first. Before shipping any package back to us, please reach out to our customer service team to receive your RMA (Return Merchandise Authorization) number. Returns sent without an RMA number cannot be properly processed and may be refused.
Exchanges
Specialty hardware ships from multiple manufacturers on different timelines, so a true item-for-item exchange tends to slow things down for everyone. We've found a simpler way that gets you the right piece faster.
Here's how it works:
Instead of a traditional exchange, the simplest path is to request a refund on the item you don't want and place a new order for the one you do.
Once the new item has shipped, we'll refund the 15% restocking fee from your original return — so you only pay the restocking fee if you don't end up replacing the item.
It's faster, it gets your new piece moving immediately, and it keeps the paperwork clean on both ends.
Questions?
Reach out to our team at support@rightsethardware.com — we're here to help with any shipment, lead time, return, or international order question.