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F.A.Q. Answers
Order Help
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How do I determine "Handing"?
The best explanation of door handing is on our " How to Order - Handing" page, where you will see a diagram to help you determine the handing of your doors.
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What is "Function"?
The best explanation of door knob function is on our " How to Order - Function" page, where you will see a diagram to help you determine the door knob function(s) you need.
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What is "Backset"?
The best explanation of backset is on our " How to Order - Backset" page, where you will see a diagram to help you determine how to measure backset.
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What is a "Single Dummy" or "Dummy Pair"?
The best explanation of single dummy and dummy pair door knobs is on our " How to Order" page, where you will see a diagram to help you determine if you need single dummy or dummy pair door knobs.
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Can I order items not shown on your site at the same discount and delivery times?
You can order all products from any of the manufacturers shown on our web site. Most will ship as quickly and be discounted the same as similar products on our web site. Please call or use our "Request a Quote" form to order products not shown on our web site.
Keying :
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What does Key different, Key Alike and Custom Key mean?
The best explanation of different keying options is available on our " How to Order - Keying" page.
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Can I get different brands keyed alike?
No. Only locks of the same brand can be keyed alike.
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How many keys do I receive when I order several items keyed alike?
- 2 locks keyed alike = 4 Keys
- 3 locks keyed alike = 5 Keys
- 4 or more locks keyed alike = 6 Keys
Additional keys are available for $2.50 each. Please enter this request in the "Notes" field when ordering:
Example: SUPPLY (#) ADDITIONAL KEYS AT $2.50/KEY
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Can I order new locks keyed to match my existing locks?
Yes. You need only to have the key code for the existing lock. This can usually be found stamped on the key. It is a 5 or 6 numeric digit number. If not, you can take the key to a local establishment that cuts keys to have the cuts in the key read. They will give you the code needed. When ordering the keyed item on our site you will choose custom keying single or double cylinder whichever is applicable. In the notes section you need to state key to code with the code you received.
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Can a 6 pin cylinder/lock be keyed to match a 5 pin cylinder/lock?
Yes, with limitations. Six pin cylinders can only be keyed with 5 pin cylinders by dropping the 6th pin. There is no way a 6 pin cut key will operate a 5 pin cylinder/lock.
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Is my Yale lock compatible with Schlage or Kwikset?
Please note we do not sell Yale we would suggest you contact a local locksmith to be sure.
Payment:
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What forms of payment do you accept?
Visa, MasterCard, American Express, Discover. PayPal or Check.
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I am uncomfortable entering my credit card information online. Are there other options?
Yes, our customer service associates are happy to accept your order and payment information by phone. You may also choose to pay by check, or place your order online using the check option and call us with your credit card info on the phone. You should know that all payment transactions on our site utilize state of the art encryption protocols and comply with banking regulations regarding security requirements. There is simply no safer method of payment for an off-premise purchase.
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I chose payment with a check. How long does it take to receive my order?
The order is processed when the check clears the bank (up to 5 business days from deposit). Please send your check to our address available in our contact page.
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I chose to pay by check. Can I pay with a credit card instead?
Yes. Call us with your credit card info at 877-801-8205.
Returns:
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I've installed my door hardware want to return it?
If the product is defective, it will be replaced at no cost to you. If a product is not defective and has been installed it cannot be returned for credit. Be sure you have received the proper hardware before installing it.
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I want to switch finishes now that I have received my order. How is this handled?
The return and reorder is handled as two separate transactions. A return goods authorization (RGA) will be requested to return the item. An email with return instructions will be sent to you within 5 business days. We try to make it easier for you so once you determine what you want to order we can place the reorder for you.
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If I ordered the wrong backset what should I do?
Typically you can order the backset needed and return the incorrect size one. Contact us and we will be happy to take care of this for you.
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I am having a problem with installation. What can I do?
Most installation templates can be found on our site. If you still have problems, contact us or the manufacturer for help.
View Installation Templates
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I purchased a door knob at a home center (or some other location) and it is not working. Can you help me fix it?
You should contact the place of purchase first. If they are not able to help you we can give you the direct contact number for the brand you have purchased.
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Where do I see the warranty on an item?
If the item is less than 60 days old, contact us.
If the item is more than 60 days old, contact the manufacturer for warranty service.
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Kwikset Corporation
800.327.LOCK(5625)
Kwikset Warranty Details
Kwikset Warranty:
Ultra Max Security - Lifetime Mechanical Warranty, 10-year Finish warranty, Lifetime finish warranty - Lifetime Polished Brass (L03)
Maximum Security - Lifetime Mechanical Warranty, 5-year Finish warranty, Lifetime finish warranty - Lifetime Polished Brass (L03), 1-year Electronics warranty
Security - Lifetime Mechanical Warranty, 5-year Finish warranty
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Omnia Hardware
973.239.7272
Omnia Hardware Warranty:
1-Year Mechanical Warranty, Lifetime finish warranty for Max Brass and Max Steel Only
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Weiser Lock
800.327.LOCK(5625)
Weiser Lock Warranty Details
Weiser Lock Warranty:
Full Lifetime Mechanical and Finish Warranty, one-year warranty on Electrical components
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Emtek Products
800.356.2741
Emtek Warranty:
All Sandcast Bronze & Tuscany products offer a 5-year warranty on mechanical parts, no finish warranty
All other door knobs, levers and handlesets offer a 5-year warranty on finish and mechanical parts.
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Schlage Lock & Dexter
Customer Service Residential
800.472.1864
Customer Service Commercial
800.472.1864
Schlage Warranty Details
Schlage Warranty:
10-year durable Finish Warranty on all F Series Brass Locks, BR260 Series Deadbolts, and B300 Maximum Security Deadbolts
Ultima Lifetime Anti-Tarnish Warranty on 505-Bright Brass finish on F-series Entrance handlesets, BR260 and B300 Deadbolts
Lifetime warranty on artisan finishes against tarnishing.
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Weslock
800.575.2658
Weslock Warranty Details (pages 2-3)
Weslock Warranty:
Limited Lifetime and Mechanical Warranty for 600 series knobs and levers, 2100, 1300, 1400 Entry Handles, 600 series Deadbolts
Limited Lifetime Mechanical and 10-year Finish Warranty for 400 Series knobs and levers, 300 series deadbolts*, 300, 1500 Entry Handles (*PVD Product is Limited Lifetime Finish)
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Shipping:
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When will I receive my order?
In most cases orders placed by 2pm ET M-F will ship the Same Day except Nostalgic Warehouse, Grandeur, Emtek & Weslock. UPS Ground typically takes 3-5 working days in transit.
- Nostalgic Warehouse and Grandeur products typically ship in 5 business days. (Next Day or 2-Day orders ship in 3 business days).
- Emtek Products are custom assembled to order and typically ship in 8-12 business days. (Next Day or 2-Day orders ship in 2-3 business days).
- Weslock products typically ship in 3 to 4 business days.
Next Day & 2nd Day Air:
You can preview your shipping before you enter your payment information on the checkout page. Next Day and 2nd Day shipments are subject to availability and we will confirm the order with you if anything in your order is unavailable to ship the same day. Please Note Nostalgic Warehouse, Grandeur, Emtek & Weslock Next Day or 2nd Day UPS orders ship in 2-3 business days). Quicker arrangements may be possible-call customer service at 877-801-8205
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How do I receive tracking information? The best way to get tracking information is to use our " Order Tracking Request" form. (Please wait 24 hours before requesting tracking information).
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If the item I ordered is not available how long before I am notified?
In most instances, you will be notified in one business day.
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I placed an order but never received an order confirmation?
Many times confirmation emails will be found in your Spam or Junk Mail filter. We can also have a copy emailed to you again. Simply request a copy using the E-Mail Form in our Contact Page.
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I live outside of the USA. Do you ship internationally?
We welcome international orders. In most cases, we accept Master Card, Visa, American Express, Discover and PayPal payments up to $300.00 and require wire transfer for greater amounts.
How we handle international orders:
- Complete your order on our website. Your credit card will not be charged.
- We will email you the shipping cost for your approval.
- Only with your approval by reply email will your order be processed. Door hardware is heavy and may be expensive to ship internationally. Add approximately 7-10 days to our domestic shipping estimates posted on our site. You will receive email notice when it ships. Any customs duties or fees are your responsibility.
Warranty and Manufacturer Contact Information
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If I have a defective product under warranty, what is the procedure to have it repaired or replaced?
If it is within 60 days of ordering it from us, you may Contact Us directly. Otherwise you must contact the Manufacturer directly (see Manufacturer contact info below).
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I purchased my hardware somewhere else and it's defective, can you help me?
You must contact the Manufacturer directly (see Manufacturer contact info below).
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Manufacturer Contact information:
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Schlage Lock
Customer Service Residential
800.472.1864
Customer Service Commercial
800.472.1864
www.schlagelock.com
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Hinges, Accessories & Parts:
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How do I measure the radius of my rounded corner hinges?
To determine the radius of a hinge, you would measure from the beginning of the curve to where the corner of the hinge would be if it were square. It is either 1/4" or 5/8".
TIP: Hold a quarter up to the hinge corner. If the hinge curve matches the curve of the quarter, its 5/8" radius; if not, its 1/4" radius.
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What is the difference between steel and brass hinges?
Steel is by far more common due to its price advantage. Steel hinges use a less expensive machine stamping process while brass is extruded allowing amore precise construction. Finishes appear deeper and richer on brass and enjoy longer endurance.
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How thick is a hinge?
The most typical are residential grade hinges, which are .085". Heavy Duty and Solid Brass hinges are thicker and will require additional mortise work in both the door and jamb to fit.
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Can I order replacement parts?
Yes, in most cases. Send us a quote request detailing the required part(s) at
Dimensions, Measurements:
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What are the center-to-center dimensions of a one-piece handle set?
One-piece handle sets are 5 1/2 center to center, which is the distance between the two holes in the door that accommodate the handle and deadbolt. Please contact us for more details.
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What do I do if my door is over 1 3/4" thick?
Emtek, Weiser and Kwikset offer thick door kits.Schlage offers kits for handlesets only. Emtek items can be ordered for doors up to 3" thick. In the notes section of the item being ordered enter: DOOR THICKNESS IS _" Emtek does not charge for a thick door kit. Kwikset/Weiser items can be ordered for doors up to 2 ¼"thick. Schlage can be ordered up to 2 .5". There is a nominal thick door kit charge. You will need to contact us directly to place this order.
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I have a 5" backset on my door. What can I do since I only see 2 3/8" or 2 ¾"?
Please note Kwikset, Schlage and Weiser offer 5" backsets for most items. Contact us for a quote request.
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I have a particular dimension on my existing hardware, how do I know what I order will fit?
All hardware on our site will fit standard 2-1/8" bored doors that measure 1-3/8" to 1-3/4" thick. Handlesets require two bores in the door, one for the handle and one for the deadbolt. The deadbolts supplied will fit either the 1-5/8" diameter or 2-1/8" diameter bore (unless otherwise noted on site). Please email us with for other dimensions and items you want to order to ensure it will fit your existing door.
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The holes in my door are less than the standard 2 1/8". Are there knobs or deadbolts offered which will work?
Yes. Weiser Elements Series, Fairfax, Richmond and York knobs and deadbolts will fit bores as small as 1 5/8" diameter. view The Weiser Lock Element Series
options: You can also purchase a door drilling jig at most hardware stores ($20-30) which will guide your hole saw to expand the hole into the standard 2 1/8" bore. This will allow you to order any brand hardware.
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I need a lever extender do you offer this?
No, we do not offer extenders for hardware.
Finish/Style FAQ:
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I want a different finish on my exterior versus my interior how do I order this?
Please note all brands offer this but most consider this a special factory order. These can take up to 6 weeks for delivery. Emtek and Nostalgic Warehouse can be ordered as split finish with delivery typically within 3 weeks since they build to order. You need only state in the notes section of each item the exterior and interior finishes. (note: Nostalgic also requires handing on split finishes sets).
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I want to order Emtek with different styles and/or finishes on each side of the door. Can I do this?
Yes, you can usually order different knob styles as long as they are in the same family (i.e.. Forged brass, sandcast bronze etc). You cannot have a lever on one side and a knob on the other. You will need to place this order by phone.
General FAQ:
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What does Grade 1, 2 or 3 mean?
Industry grades do reflect quality and longevity. Grade 2 and grade 3 are suitable for residential use, with grade 2 being significantly superior and worth the additional expense if you plan on staying with the hardware for a few years or more. Grade 2 is also approved for light commercial use. Grade 1 is for high traffic heavy commercial exposures.
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What is the difference in quality between brands?
What the product is made from and its construction will affect the quality.
The material will affect the look and feel of door hardware. Premium brands such as Baldwin, Omnia, Grandeur, and Emtek are made with solid brass. Solid brass provides a hefty feel and deeper, richer looking finishes that endure longer. The latch mechanisms provide a noticeably smoother feel when turned, with some even shortening the movement required to latch and unlatch. Styling tends to be better and more extensive. Products in this category are rated grade 2 offering great endurance and security.
Regular door hardware is made of die cast zinc and steel, with hollow knobs and levers. They are highly functional, provide good quality, good styling, and are most popular due to their affordability. Products in this category are rated grade 2 offering great endurance and security.
Discount door hardware is made of thinner die cast zinc, steel, and perhaps plastic. It is not built for endurance or security. It is rated grade 3 or is often unrated.
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Do you offer bulk or quantity discounts?
Yes, quantity discounts are available on most orders totaling $1,000 or more. Please note we ship free and are sales tax free (except MA).
view our Quantity Discounts page
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Do you offer discounts to trade professionals?
Yes. Simply fax us a copy of your business license or voided company check, email address, and phone number. We will contact you with a discount code saving you an additional 5% off our already low discount prices on most products.
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