Our order cancellation policy applies to prepaid orders, custom orders, prehung orders and / or prefinished orders only. All doors and hardware orders are considered custom or special order to your specifications. Order cancellations are not allowed for these orders, unless the order is cancelled prior to commencement of production. If the order was prepaid, a minimum 15% cancellation fee will be assessed regardless of the reason for cancellation. If an order is already in production, additional cancellation fees may be assessed to cover any loss sustained by Primo Doors, LLC.
There shall be no express or implied warranty by Primo Doors on any product sold. All warranty claims must be made with the product manufacturer. In no event shall Primo Doors. be liable for consequential or incidental damages or injuries pertaining to any product we sell. No claims for labor or damage will be allowed. See warranty page for individual manufacturer warranties.
Door Shipping Information
Primo Doors ships doors anywhere within the continental United States. Orders are available at our Houston, Texas facility for customer pick-up Monday through Friday 9:00 a.m to 4:00 p.m. All other orders are shipped FOB our warehouse and will be shipped on a common freight carrier. The customer is responsible for all shipping cost. The customers may elect to provide their own freight carrier by scheduling the pick-up from our factory. Freight pick-ups must be concluded by 4:00 pm Central time Monday through Friday. If the customer wishes to schedule their own pick up, the quantity of crates used and a total weight will be provided. The customer must then complete the bill of lading and fax a copy to Primo Doors.
The customer may elect to have Primo Doors schedule the freight carrier.
For residential deliveries, curbside delivery will be the only option. Shipping charges will be added to the customers invoice. Primo Doors will schedule the freight pick-up with a freight carrier of our choice. The freight company will deliver to the customer’s location. Due to the size of some of our door crates, it may be necessary for the customer to have additional personnel available to help in the unloading of the crate.
The second option is for the customer to pick the crate up from the nearest freight terminal.
Orders may also be shipped freight collect. In this event, all freight charges are to be paid by the customer directly to the freight carrier at the time of delivery.
Special Note*** Due to the size and weight of crated doors, it will be imperative that residential customers have personnel available to assist the delivery driver at the time of delivery. The customer will be responsible for any and all additional cost for special circumstances regarding their delivery.
All merchandise is inspected, securely packed and leaves our warehouses in good condition. We are not liable for damage or loss once it has been placed on board the truck. The merchandise literally becomes the property and responsibility of the freight carrier.
Damage to the merchandise during shipment is rare. We have a 99% delivery success rate, however sometimes things happen that are beyond our control. When receiving your shipment, please inspect for damage prior to signing the delivery receipt. If damage is found you should refuse to accept the shipment or make a notation on the delivery receipt and file a claim for damage with the delivering freight carrier. The merchandise is fully insured by the freight company for 100% of the value. Please do not return the merchandise to us without our authorization as we will not accept the shipment and it will be returned back to you at your expense.
Shipment Error or Shortage
If you receive a shipment and there is a shortage or an error, please contact us within 24 hours of signed delivery. We will make every effort to resolve the problem quickly and completely.
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We want you to a have a positive experience at Primo Doors from beginning to end. We pledge to do our very best to assist you whatever situation may arise.