Return & Shipping Policy

We want to inform you that Dream Doors collaborates with third-party, independently owned freight and trucking companies to deliver our products. It's important to note that we don't own or control the trucks or drivers involved in this process. While we strive to uphold a high delivery service standard, sometimes, some circumstances are beyond our control. If you encounter any issues or damages with your delivery, please refer to the Receiving Your Order section below, and we’ll prioritize resolving the matter quickly. Remember, our friendly customer service team is always here to help you at 818-466-1179 and info@dreamwdoors.com.

SHIPPING RATES

Dream Doors provides FREE shipping on all orders within the 48 contiguous United States. For shipments to Alaska or Hawaii, delivery charges will apply based on the order's size and weight. Please contact us at info@dreamwdoors.com with your zip code and item selections so we can give you an accurate shipping estimate. Additional fees may apply for deliveries to rural areas, regions with limited access, islands, or locations requiring specialized delivery methods, such as boats, ferries, or small vehicles.

ESTIMATED DELIVERY TIMES

In-stock Dream Doors products usually ship within five (5) business days (Monday to Friday) and typically arrive within 5 to 10 days, depending on your location. Deliveries are not made on Saturdays, Sundays, or holidays.

Please be aware that all delivery times are estimates and may change without prior notice.

CUSTOM & SPECIAL ORDERS

Custom or special orders are placed by customers for merchandise that must be specially ordered from a manufacturer and cannot be returned, including Dream Doors in some cases. No custom orders can be returned. If fabrication starts, the customer is fully responsible for incurred labor and material costs upon cancellation.

Cancelled custom orders before shipment, once cut or manufactured, cannot be returned or refunded and are deemed the purchaser's property. If not picked up or scheduled for delivery within 60 days of manufacture, they are considered forfeited unless otherwise agreed with Dream Doors. The purchaser must pay the full price of the special order at the time of purchase. Special/custom orders are non-refundable after 3 days, and any costs incurred by Dream Doors during that time are the purchaser's responsibility.

DEPOSITS

Deposits taken for purchases of any item(s) that require ordering are not refundable if the item(s) cannot be canceled without penalty to Dream Doors. If the item has already been received or is ready for shipping from the supplier, any restocking charges assessed by the supplier or manufacturing costs that have already been incurred at the time of cancellation are the sole responsibility of the customer and will be deducted from the deposit prior to refunding the balance. If a deposit has been placed but the order has not been finalized due to the purchaser, after 60 calendar days, the deposit is considered non-refundable.

CANCELLATIONS

If an order is cancelled before shipment, delivery, or pick-up, a full refund will be issued, deducting any costs incurred by Dream Doors up to that point. Refunds will go to the original purchaser, and for credit card transactions, the amount will be credited back to the original card used. Cancellations made after shipping, delivery, or pick-up will be considered returns; refer to the Returns section below for more information.

RETURNS

All returns require a Return Merchandise Authorization (RMA) from our Customer Service Department. Please e-mail us at info@dreamwdoors.com to obtain an RMA. The reason for the return must be clearly stated in the e-mail. Before taking any action, you must have received a response from Dream Doors with an RMA number. All shipments sent to Dream Doors without an RMA number will be refused, and the associated charges will be the sole responsibility of the sender. No returns will be accepted, or any credit granted, without an RMA.

All claims for non-damaged Dream Doors product returns must be made within 30 calendar days of receipt of merchandise and only apply to merchandise in perfect (as-shipped) condition and in the original, undamaged packaging.

All returned items must be in "new" or "like new" condition, in undamaged original manufacturer's packaging, and crating materials when applicable, and with all original product materials, manuals, and instructions.

The following types of items may not be returned under any circumstance:

Items that have been partially or completely installed and/or assembled

Custom or special orders

Discontinued items unless the product is faulty

Any products identified as “Floor Model” or “Off Price” or any other term indicating that the item is not first-quality merchandise, whether the item(s) have been picked up or not.  

To provide any credit or replacement units, we must first have a chance to receive and thoroughly inspect your return. After the product is received, inspected, and verified to be in "like new" condition, a full refund will be provided based on the product purchase price minus any original shipping charges, return shipping charges, and a 20% restocking/re-handling charge. For products sold with "Free Shipping," the freight cost to initially ship the product to and from your ship-to address will be deducted from your refund. Shipping charges on returns due to no fault of the customer shall be the responsibility of Dream Doors.

Suppose you refuse an item delivered by a commercial freight company for any reason other than externally visible damaged merchandise or a shipping error by us. In that case, the item shall be treated as a customer return, and the charges described above shall be applied. Any additional freight carrier charges shall be billed to you.

Items being returned must ALWAYS be sent via ground transportation, insured by the sender. The sender is responsible for arranging the shipping carrier and pick-up for delivery back to Dream Doors in Van Nuys, CA., unless the return is due to no fault of the sender (for example, damaged merchandise or wrong item received). Shipping charges for items that are sent back by any means other than ground transportation (cheapest available) will be the responsibility of the sender. This includes when the item is being returned at our expense – it must be sent by the cheapest method possible. Dream Doors will arrange the pick-up and pay the freight and insurance for items returned due to manufacturer error, damages, or any other reason that is not caused by the purchaser.

Payment for returns and/or refunds will be made to the original purchaser, and credit card purchases will be refunded to the original credit card used at the time of purchase. All other purchase types will be refunded by check. Purchases made by check will be refunded up to 14 days after inspection of returned items or after the cancellation date.

RECEIVING YOUR ORDER

We use DHL, FedEx, or a freight carrier for deliveries. We only offer CURBSIDE DROPOFF unless requested otherwise. No truck lift-gate service will be ordered for delivery unless specified. For different delivery options, please contact the freight carrier directly; their details will be emailed after shipping.

For larger orders, shipments may consist of several boxes on a pallet that may need separating for unloading. You may need at least one additional person to help the driver unload. For extra unloading help or lift-gate services, contact the freight carrier directly. Any extra charges will be your responsibility.

When receiving your order, you must:

1. Count all freight pieces and ensure they match your receipt before signing. Signing for 2 pieces and receiving only 1 means you accepted 2.

2. Check for visible damage to containers. If boxes are dented or damaged, mark this on the bill of lading. You may need to open boxes to report any concealed damage accurately.

3. Inspect the contents of all boxes before the driver leaves to ensure no hidden damage exists. If you notice hidden damage later, open the boxes within 5 business days after delivery. Contact us immediately if items need replacement to avoid missing stock. If unavailable, customer service will help arrange alternatives or refunds.

The purchaser agrees to indemnify Dream Doors for any liability or damages related to merchandise delivery caused by negligence or omission on their part.

DAMAGES & REFUSING A FREIGHT SHIPMENT

If the shipment is damaged, you may need to refuse part or all of the order. Call our shipping department at 818-466-1179 before refusing any shipment. Dream Doors will help file a freight claim if our in-house carrier is used. If the consignee chooses the carrier, they file the claim. If the carrier damages the shipment, they will return the merchandise at no cost. 

Visible loss or damage during transit must be noted on the bill of lading and signed by the carrier's driver. Please describe the damage to avoid delays or denial of the freight claim. 

Concealed loss or damage, which may occur without visible damage to the container, should be reported to Dream Doors immediately. Do not file a claim with the freight company yourself, as we cannot assist if they deny it. Keep the damaged merchandise container and send at least two clear pictures to customer service at info@dreamwdoors.com. You must inspect all received boxes for concealed damage within 7 calendar days (5 business days) of delivery and notify Dream Doors. Claims may not be honored after this timeframe.

FREIGHT CARRIER FEES

At Dream Doors, we want to make your delivery experience as smooth as possible! Under our "Free Shipping" policy, we take care of basic curbside delivery charges, so your items are at your doorstep. If you’d like additional services, like in-home delivery, we can certainly arrange that, but those fees will be billed to your credit card.

If there are any hiccups with the freight carrier, such as difficulty contacting you or setting up a delivery appointment, please note that they may charge storage fees, which will be your responsibility and charged to your credit card. Also, any extra costs from the carrier—like re-delivery, special notifications, storage due to missed appointments, or lift-gate services—will also be covered by you unless we specify something different in your order. And if you happen to change your address, just a reminder that we’ll need to know at least 7 days before delivery to avoid additional charges. We appreciate your understanding and are here to help you every step of the way!