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Frequently Asked Questions (FAQs)

  1. How do I order from DoorHardware-OneStop.com?

  2. How do you ship, where do you ship and how do you calculate shipping charges?

  3. When will I receive my order?

  4. Do you offer quantity/trade discounts?

  5. Will I be charged state sales tax?

  6. What should I do when I receive my order email confirmation?

  7. What should I do when I receive my order?

  8. What do I do if I want/need to return items? Will I incur a re-stocking charge or additional shipping charge?

  9. Is the personal information I provide to you secure and what will you do with this information?

  10. How do I determine the handing for a lever?

  11. How do I determine the backset?

  12. How do the different door hardware functions work?

  13. How do I specify how I want locks keyed?

  14. What’s the difference between Grade 1, 2 and 3 door hardware?

  15. Do you sell replacement parts?

  16. What product warranties are provided?

  17. Will the product finish look exactly like it does on my screen?

  18. What does center-to-center hole spacing mean for handlesets?
     

Q1: How do I order from DoorHardware-OneStop.com?
A:   The easiest and most error-free method to place an order is through our shopping cart.  We accept Visa, Master Card and American Express.  Our website employs encryption technology to ensure the safety of your personal information, including credit card information.

We will, however, take phone orders.  Please have all required information, including item codes, descriptions, handing, finish, backset, keying, quantity, credit card information, etc., available prior to calling to place your order.  

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Q2: How do you ship, where do you ship and how do you calculate shipping charges?
A:  We ship via UPS to United States addresses (Including Alaska, Hawaii and Puerto Rico.  Alaska and Hawaii shipments require Second Day Air or Next Day Air only.  You may choose to ship by the following methods:  UPS Ground, UPS 3 Day Select, UPS Second Day Air, UPS Next Day Air.  Your shipping charges will be shown prior to entering your payment information and completing the order.  You always have the option to cancel the order if you are unsatisfied with the shipping charges.

Shipping charges are automatically calculated based upon your shipping address and the weight of your order.  UPS Ground shipping charges are free for those orders that meet the requirements for free shipping, as may be specified elsewhere in this website.

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Q3: When will I receive my order?
A:  We will process your order as soon as possible after we receive it.  We process orders from 8 a.m. to 5 p.m, (Eastern Standard Time), Mondays-Fridays.  Typically, your order will ship within 1-2 working days of its receipt.  (Please note that if you request Keying options, this will delay shipment of your order.)  Your order's  in-transit time will depend upon the shipping method you choose.  UPS Ground shipping will take 1-5 business days.  UPS 3 Day select will take three business days.  UPS Second Day Air will take two business days.  UPS Next Day will be delivered the next business day.  Note that weekends and holidays are not counted as business days.

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Q4: Do you offer trade discounts?
A:  Trade discounts are offered on a case-by-case basis.  Please contact us if you are a building trades professional (including architects and designers) and wish to order on a recurring basis.

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Q5: Will I be charged state sales tax?
A:  You will not be charged sales tax if your shipping address is outside of the State of Georgia.  Shipments within the State of Georgia, per legal requirements, will be charged a sales tax of 7% of the order total amount, net of shipping charges.

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Q6: What should I do when I receive my online order invoice and order email confirmation?
A:   You should check your order carefully to ensure that all your personal information (billing and shipping addresses, telephone #, email address and any special instructions) and order information (functions, finishes, handing, quantities, keying, etc.) are correct.  If any of the information is incorrect, or you need to change your order, cancel it, or have any questions about your order, please contact us immediately by phone and, preferably, also by email.  This will help ensure that we fill your order correctly.  If you change your order after it is processed and shipped, you may incur additional shipping charges.  If you cancel your order after it is processed and shipped, you may incur additional shipping charges and a re-stocking charge.

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Q7: What should I do when I receive my order?
A:   You should inspect the shipping container carefully to check for possible damage.  If you note damage and the delivery person is present, open the package in their presence to inspect for damage.  Any contents damage should be noted on the delivery receipt.  You should then contact us by phone and/or email to discuss how to handle the damaged articles.

You should then carefully inspect the order to determine that it matches your invoice and order confirmation email.  If there are any discrepancies, contact us as soon as possible, not later than 15 days after order receipt, to discuss.  Do not return any product to us without first contacting us to obtain an RGA (Return Goods Authorization).  Products returned without an RGA will not be accepted.

Q8: What do I do if I want/need to return items? Will I incur a re-stocking charge or additional shipping charge?
A:   Please call us if you want or need to return any items to us for any reason.  We will issue an RGA (Return Goods Authorization).  You may be charged a 15% re-stocking charge, based on individual circumstances.  In the event that the wrong product was shipped to you or you received a damaged product, you will not be charged a re-stocking charge and will not be liable for return shipping charges.  In the event that you return products for reasons beyond your control (such as damaged product or wrong items shipped), you will not incur additional shipping charges.  Special orders or products that have been installed (other than those that are defective) are not returnable.  Products must be returned in their original packaging material with all parts, including screws, included.  Returned products must be packaged so as to prevent shipping damage.

Please don't return products to us without first contacting us to discuss the problem and to obtain an RGA and return instructions.

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Q9: Is the personal information I provide to you secure and what will you do with this information?
A:  Please be assured that the personal information you supply to us is secure. Refer to our Privacy Policy for complete information about the information that we request from you in order to process your order, and the steps we take to secure this information.  In addition, DoorHardware-OneStop.com is protected by a GeoTrust SSL certificate that utilizes 128-bit encryption technology to insure that the information you provide to this website in order to place an order, such as credit card numbers, is secure. Click on the GeoTrust seal on the left-hand side of the page to verify that this certificate is in effect. 

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Q10: How do I determine the handing for a lever?
A:  Door handing is required for some lever handles produced by some manufacturers, and you will need this before you can place an online order for handed levers.  Determining the handing of a door is quite simple; however, it is probably the one thing that causes the most confusion and errors when ordering door hardware.  There are left-handed levers and right-handed levers. To determine the appropriate handing for your door, look at the hinges from the exterior side of the door.

Right Handed:  If the hinges are on the right, you need a right-handed lever.

Left Handed:  If the hinges are on the left, you need a left-handed lever.

Unless you are ordering mortise locks, the swing of the door does not matter. It can swing in or out.

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Q11: How do I determine the backset?
A:  There are two common backsets for residential  locks,  2-3/8" and 2-3/4", with2-3/8" being the most common. (Most of the door hardware we sell has an adjustable backset latch, and you will not be asked fo this information.)

The backset is the distance from the edge of the door to the center of the 2-1/8" bore hole. Locks will be packed with a  2-3/8" or 2-3/4" latch depending on which backset you specify.

Some locks come with adjustable latches to accommodate both 2-3/8" & 2-3/4" backset.

Dummy sets have no latch and are surface mounted so you can install a dummy set wherever you choose on the door, if the door has not already been bored.

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Q12: How do the difference door hardware functions work?
A: When buying residential door hardware for your home, you will need to know the terminology for the different functions:  Keyed entrance lock, privacy, passage, dummy, deadbolt and entrance handleset.

Keyed Entrance Lock:  Knob on outside and inside, or lever on outside and inside.  (Some manufacturers offer a lock with knob on outside with lever on inside.)  Unlocked from outside when outside knob or lever is locked by turn-button or push-button in inside knob or lever.  Inside knob or lever is always unlocked.  A keyed entrance lock is often used in conjunction with a single or double cylinder deadbolt to provide extra security.

Passage:  Both inside and outside knobs or levers are always unlocked.  Passage knobsets or leversets are typically used for doors separating rooms that don't require privacy. 

Privacy:  Typically used for bedrooms and bathrooms where privacy is needed.  Locked from the inside by a pushbutton or thumbturn. Can be unlocked from outside in an emergency by typically inserting a tool in a slot.

Dummy:  A dummy knob or lever has no latch and typically will not turn.  It is just for show, and is typically attached with screws to a door that has not been bored.  Dummies come either as singles or as dummy pairs, depending upon the manufacturer.  If dummy levers come in pairs, handing is not required.  If a single dummy is ordered, handing may be required.

Single Cylinder Deadbolt:  Keyed on one side, requiring a key to lock or unlock from exterior, usually by a thumbturn or pushbutton from interior.  Single cylinder deadbolts are used mostly in residential locations.

Double Cylinder Deadbolt:  Keyed on both sides, requiring a key to lock or unlock from either side.  Most often a deadbolt but can be an entry knob.  In some locations, double cylinder deadbolts will not pass code.

Entrance Handleset:  The locking mechanism incorporates a single (illustrated below) or double cylinder deadbolt, as described above.  The latch, which typically operates independent from the operation of the deadbolt, is retracted by a thumbpiece from outside or by inside knob or lever.  Dummy handlesets are also available.  They have no operating parts, and are typically used from double entrance doors in order to match the operating entrance handleset.

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Q13: How do I specify how I want locks keyed?
A:  If you would like your locks to use the same key, simply select the "Keyed Alike?" option located on the product catalog page, before adding an item to your shopping cart.  All keyed items on an order with the "Keyed Alike?" option selected will operate using the same key.  (Please note that keyways are manufacturer specific.  Items must be from the same manufacturer in order to be keyed alike.)  If you have special keying requirements (such as two locks keyed alike and two other locks keyed alike but keyed different than the first two locks) you will need to send us a note in the "Additional Comments" section at checkout.  There is an additional charge for each lock that is "Keyed Alike."  Also, please note that keying of locks takes time, and will increase the time between your placing and receiving the order.  Other keying options, such as Master Keying, are available upon request.

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Q14: What’s the difference between Grade 1, 2 and 3 door hardware?
A: 
To help identify the quality and durability of locksets and deadbolts, the American National Standards Institute (ANSI) — has established three grades or standards for door locks. Each product must pass a series of operational and security tests.

                                 

Grade 1
Meets commercial building requirements
Provides the best residential security available

     Knobs - Must Withstand
    
- 800,000 cycles
     - 6 door strikes
     - 360 pound weight test

     Deadbolts - Must Withstand
    
- 250,000 cycles
     - 10 door strikes (hammer test)

Grade 2
Meets light commercial and exceeds residential building requirements
Exceeds standard residential security requirements

     Knobs - Must Withstand
     -
400,000 cycles
     - 4 door strikes
     - 250 pound weight test

     Deadbolts - Must Withstand
     -
150,000 cycles
     - 5 door strikes (hammer test)

Grade 3
Meets residential building requirements only
Provides minimal residential security

     Knobs - Must Withstand
     -
200,000 cycles
     - 2 door strikes
     - 150 pound weight test

     Deadbolts - Must Withstand
    
- 100,000 cycles
     - 2 door strikes (hammer test)

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Q15: Do you sell replacement parts?
A:  No, we do not sell replacement parts.

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Q16: What product warranties are provided?
A:  Please see manufacturers warranties for complete details.

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Q17: Will the product finish look exactly like it does on my screen?
A:  In most cases, the finish of the product you receive will look the same as that pictured on the screen; however, it could look somewhat different due to the natural differences and limitations of your computer display.  Also, the images we use on this website were obtained from the respective product manufacturers, and we rely on them to insure that their images are true-to-life.

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Q18: What does center-to-center hole spacing mean for handlesets?
A:  When ordering a handleset, the center-to-center hole spacing is a measurement you need to determine.  Two holes (typically 1-1/8" in diameter) are typically bored into a door to accommodate a handleset (either a single or double cylinder handleset).  The measurement is made between the center of one hole to the center of the other hole.  The most common center-to-center measurement is 5-1/2"; however, it can be different, and you need to make sure before you order.

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