What is your returns policy?  

We hope you are happy with your purchase! However, if you are not completely satisfied with your purchase for any reason, you may return it to usfor a partial refund/store credit. Please see below for more information on our return policy. 

If you wish to make a return, you must request an RMA number within 30 (thirty) days of delivery. All returned items must be in new and unused condition, with all original tags and labels attached. 

All returned items are subject to a 25% restocking fee.  

How do I set up a return? 

To return an item, please email customer service at returns@realcraft.com to obtain a Return Merchandise Authorization (RMA) number. After receiving an RMA number, place the item securely in its original packaging with the return form provided. 

Where do I send my returned item? 

Send returned items to the following address: 

RealCraft
Attn: Returns
9656 Bujacich Rd NW
Bldg E, Ste A
Gig Harbor, WA 98332
United States 

Please note that you will be responsible for all return shipping charges. We strongly recommend that you use a mailing method with a tracking number. 

How long do I have to make a return once I get an RMA number?

Returns must be postmarked no later than 10 (ten) days after the RMA number has been generated. Returns postmarked after this date will not be refunded. RealCraft is not responsible or liable for unauthorized returns. Unauthorized returns, and returns sent after the return window has passed, will be discarded. Customers whose returns arrive used, damaged, or otherwise ineligible for return will also be responsible for associated return shipping costs.

Please do NOT destroy or dispose of the crate your door is shipped if there's an issue with your product. 

Return shipping and/or Freight costs are the responsibility of the customer. 

RealCraft is not responsible for providing another shipping crate should you dispose of or destroy the one we shipped your product in, regardless of the reason the door needs to be returned. 

Should you choose, we can send you a crate for $500. 

How long will it take to process my return? 

After receiving your return and inspecting the condition of your item, we will process your exchange. Please allow at least ten (10) days from the receipt of your item to process your return or exchange. 

Do you accept returns of custom items? 

No. Custom items are not eligible for returns. The following items are also exceptions and not eligible for returns: 

• Special Order Items such as (but not limited to) special finishes and/or custom lengths are non-cancelable/non-returnable 
• Single components of products sold as kits 
• Previously Installed Products 
• Osmo Brand Finishes 
• Customer-designed custom projects 
• All Doors & Countertops 
• Sale items are FINAL SALE and cannot be returned
  

What is your shipping protection policy?  

We're excited to offer enhanced shipping protection through UPS Capital. This low-cost shipping protection guards your package against loss, theft, or damage while in transit, ensuring peace of mind for your purchases. 

 Filing a Claim: If you experience issues with your insured order, please file a claim using our Claims Form.

Coverage Details: Adding shipping insurance to your order activates the following policies: 

•  Stolen Orders (Marked as Delivered): You can file a claim within 5-30 days after the delivery date is marked. 
• Lost Orders (Stuck in Transit): 

• Without an Estimated Delivery Date (EDD): File within 7-30 days. 
• With an Estimated Delivery Date Provided by Courier: File within EDD +7-30 days. 

• Damaged in Transit: File a claim within 15 days of delivery, including photos of the damage. 

What happens if my item is damaged in shipping and I did not buy Shipping Protection?   

For non-insured orders that arrive with shipping damage, or with missing parts, please email us atreturns@realcraft.com within 48 hours of delivery to file a shipping claim. Send pictures of the damage in your email so that we can verify what has happened. We cannot be held responsible for items gone missing after delivery.  

What about products that were damaged in shipping?  

For products that arrive with shipping damage, or with missing parts, please email us at returns@realcraft.com within 48 hours of delivery to file a shipping claim. Send pictures of the damage in your email so that we can verify what has happened. We cannot be held responsible for items gone missing after delivery. 

Can I cancel a custom order before it goes into production?  

You may cancel a custom order before it goes into production. Once an item is in production, you may cancel the order, but you may be ineligible for a refund of the deposit. RealCraft requires an upfront deposit on all custom orders of 50% of the quoted order value prior to production. This includes but is not limited to CAD drawing of the product, parts ordered, and wood milled.  RealCraft will make a reasonable effort to notify the customer of all changes.  Once the shop drawings are signed by the customer, the customer has three (3) business days to cancel the order. 

 After 30 days have passed since the Draft has been submitted for approval, RealCraft reserves the right to re-quote an order for which you have made a deposit.   

The remaining 50% of the quoted order value is due before shipping. Tax and final shipping costs are not included until the final invoice.  

We do not accept returns of custom-made items. 

All products are subject to a restocking fee.  

The restocking fee is subject to business and occupation (B&O) tax under the Service and Other Activities classification. 

A full refund of the deposit is subject to all fees and labor costs, and material costs incurred. 

Paying with credit will add a non-removable 3% fee. 

 Questions  

If you have any questions concerning our return policy, please call us at (253)853-3815 or email us at returns@realcraft.com.