Refund policy

7-Day Return Policy

At https://www.verticaldoors.shop/, we want you to be satisfied with your purchase. If you need to request a return, please review the conditions below before sending any item back.

Vertical Doors Direct is an independent authorized reseller of genuine Vertical Doors, Inc. products. We are not the manufacturer.

Return Policy Details

  • Return Period: You may request a return within 7 days of receiving your order.
  • Item Condition: Items must be returned in new, unused, uninstalled, and unmodified condition, with the original packaging, hardware, accessories, and documentation.
  • Installed Products: Products that have been installed, partially installed, drilled, trimmed, modified, damaged, or otherwise used are not eligible for return.
  • Return Authorization: All returns require prior approval and a Return Authorization (RA). Please do not send any product back without receiving return instructions from us first.
  • Restocking Fee: Approved standard returns may be subject to a 25% restocking fee.
  • Return Shipping: Return shipping costs are the responsibility of the customer unless the return is due to an incorrect item, verified defect, or fulfillment error for which we determine that return shipping should be covered.
  • Original Shipping Charges: Any original shipping charges paid by the customer are non-refundable unless required by applicable law or otherwise approved by us.

How to Return an Item

  1. Contact Customer Service:
    Email us at sales@verticaldoors.shop within 7 days of delivery. Please include your order number, the reason for the return, and any relevant photos.
  2. Receive Return Instructions:
    Our team will review your request and, if approved, provide a Return Authorization and the applicable return instructions.
  3. Package Your Return:
    Carefully package the item in its original packaging and include all hardware, accessories, documentation, and other components supplied with the product.
  4. Ship the Return:
    Follow the shipping instructions provided by our team. Customers are responsible for return shipping costs unless otherwise confirmed by us in writing.
  5. Keep Your Tracking Information:
    We recommend using a trackable shipping service and retaining proof of shipment until the return has been completed.

Refund Process

  • Inspection: Once the approved return is received, the product will be inspected to confirm that it meets the return requirements.
  • Restocking Fee: Where applicable, a 25% restocking fee will be deducted from the approved refund.
  • Refund: Once the return has been inspected and approved, the eligible refund will be issued to the original payment method.
  • Refund Timing: Please allow up to 10 business days after refund approval for the funds to appear in your account. Your bank or payment provider may require additional processing time.

Order Cancellations

Orders that have not yet shipped may be eligible for cancellation.

Approved cancellations may be subject to a 5% cancellation fee to cover non-refundable payment-processing costs.

Once an order has shipped, it can no longer be cancelled and must follow the applicable return process.

Shipping or processing delays do not automatically waive an applicable cancellation fee.

Exchanges

If you receive an incorrect, damaged, or defective product, please contact us at sales@verticaldoors.shop before returning or installing the product.

We will review the issue and work with you to determine the appropriate solution, which may include replacement parts, an exchange, return instructions, or another available remedy.

Do not install or modify an item that appears incorrect or damaged before contacting us.

Damaged, Missing, or Incorrect Items

Please inspect your shipment promptly after delivery.

If your order arrives damaged, incomplete, or incorrect, please contact us as soon as possible and preferably within 5 business days of delivery.

Please provide:

  • Your order number
  • A description of the issue
  • Clear photographs of the product
  • Photographs of the packaging
  • Photographs of any visible shipping damage
  • A photograph of the shipping label when requested

Please keep all original packaging until the claim has been reviewed.

Non-Returnable Items

Certain products may have additional return restrictions.

The following may be non-returnable or non-exchangeable:

  • Products that have been installed, partially installed, used, drilled, trimmed, modified, or damaged after delivery
  • Products returned without prior authorization
  • Products returned outside the applicable return period
  • Products missing original components, hardware, packaging, or documentation
  • Certain special-order or made-to-order products
  • Certain truck and SUV kits where the applicable product listing identifies them as non-refundable or non-exchangeable

Any product-specific return restriction will be disclosed on the applicable product page or communicated before fulfillment where appropriate.

Because some genuine Vertical Doors, Inc. special-order kits and certain truck/SUV kits are designated by the manufacturer as non-refundable and non-exchangeable, customers should confirm vehicle fitment and applicable return terms before purchasing.

Customer Service:

Address: 270 East Flamingo Road, Suite 214, Las Vegas, Nevada 89169, United States

Phone: +1 725 780 8324

Email: sales@verticaldoors.shop

Customer Support Hours

Monday – Friday: 9:00 AM – 6:00 PM
Saturday & Sunday: Closed

Time Zone: (GMT-08:00) Pacific Standard Time (Los Angeles)
Response Time: We respond within one business day