here.
Explain the prices in parentheses when I'm looking at options.
Many options will have an impact on the price. The price in parentheses by each option choice shows the difference in price for that option over the
one that is currently selected. When you select a new option with a different price, all of the other option prices will change to reflect the difference
over the new selection. (Note that the price difference may be positive or negative.) When you confirm your selection, the item price will change accordingly.
Some options will impact the square foot price and some options will add to (or subtract from) the per unit price. Usually the unit price options are the ones
that are not impacted by the size of the item, such as hinge boring. Some options may impact both the square foot and unit price.
Can 'paint grade' species be stained or clear-coated?
Paint-grade doors are not suitable for staining. They may have imperfections including large mineral streaks, and puttied knotholes, and various other
visual inconsistencies that make a clear or translucent finish like a stain undesirable. This wood is very well-suited for painted finishes, however.
What does 'Hybrid' mean?
A 'hybrid' door (or drawer front) is a paintable (not stainable) door (or drawer front) that is made with a solid wood frame and a center panel made from MDF. (There is no veneer on the
MDF.)
Why would I want a 'Hybrid' door?
A solid wood center panel can expand or contract with changes in humidity. On a painted door, this can lead to cracking in the
paint or visible seams where the panel meets the frame. The MDF panel of a hybrid door is far less likely to expand or contract. Thus there are likely to be fewer issues
with the paint, especially in environments with significant swings in humidity.
What is 'Lazy Susan Prep'?
We apply the term "Lazy Susan Door" to doors that are designed to fit on L-shaped (or "pie cut") corner cabinets. A lazy susan door is always made of two doors that are connected
together either with a hinge (for bi-fold operation) or a block or bracket (to be swung inside the cabinet, attached to the rotating susan mechanism).
(See descriptions here)
In any of these scenarios, it is advantageous to have an "unprofiled" edge where the two doors meet. That is, if you choose a decorative outside edge
profile for your doors, you want to omit that decorative edge on one side of each of the two lazy susan doors so that they can meet at a 90-degree angle
without any unwanted gaps in between.
PRICING:
How does pricing work?
There are two factors that drive the cost of doors and drawers: labor and material. To accurately reflect the costs, we have implemented a pricing structure
that parallels those costs. Each door and drawer front has a unit cost (which essentially accounts for the labor) and a square foot cost (for the material).
To calculate the number of square feet (sqft) for your door, we multiply the height (in inches) by the width (in inches) and divide by 144. We carry the calculation
to 2 decimal places. If the result is less than 1, we use 1 sqft as the size.
Some options will impact the sqft price of the door. When you choose one of these options, the option cost will be added to the baseline square foot price
and used in the cost calculation for any door.
Some options will have a unit price that will get added to the cost of each door regardless of the size. Hinge boring is a perfect example.
Some options may add both to the sqft price and to the unit price. This usually means that the option requires a production setup process for each door
in addition to a material charge.
How do I pay?
Once you have selected your styles and sizes, click the "View Cart" button (top right of every page) and review all the details carefully. When you're sure they're correct, click on the "Checkout" button near the bottom of that page and follow the instructions.
All payments are handled through PayPal, the most trusted web payment platform. You do not need a PayPal account. You may pay using any major credit cards (Visa, MC, Amex, Discover). Your card will be charged immediately for the full amount when you place the order.
What does shipping cost?
All freight and handling charges are calculated at time of checkout based on the weight of your order and your shipping address. We
automatically apply our own discount to the freight cost based on the size of the order. In some cases, this may result in no charge to you for shipping.
Will I be charged Sales Tax?
In 2018, the US Supreme Court ruled in South Dakota v. Wayfair that states can require businesses without a physical presence in a state with more than 200 transactions or $100,000 in in-state sales to collect and remit sales taxes on transactions in the state.
At that time, the ruling had little impact on our business beyond the states in which we were already collecting and remitting sales tax (CA, CT, DC, FL, MD). Since then, however, our business has grown and we are now required to collect and remit in several more states including AZ, CO, GA, IL, MA, MI, NC, NJ, OH, PA, VA and WA. Other states will be added as we move forward.
As we roll this out initially, we are not immediately able to calculate local sales tax in the areas where such taxes are required. We will be adding that functionality soon.
If you have a Sales Tax Exemption Certificate or Resale Certificate, please contact our Support team BEFORE placing an order.
In states where we do not charge sales tax you may be required by your state, as with any internet purchase, to report and pay use tax (comparable to sales tax) on the purchase subject to the laws of that state.
Is there any special 'dealer pricing' or volume pricing?
No. All customers pay the same low price. We believe our prices to be as good or better than dealer pricing offered on any other quality custom doors, regardless of the quantity ordered.
Why does my shipping charge change?
There are multiple reasons why the shipping charge may change. Here are some of the more common:
- The charge is based on the estimated weight of the products in your cart and the location
to which the order is being sent. If you change the contents of your cart or the ship-to
address, the shipping charge will likely change.
- The freight company adds a fuel surcharge depending on the current price of fuel. This can
change weekly. As it changes -- especially in times of great fluctuations in the global
oil market -- your shipping cost may change.
- The shipping charges are negotiated with the manufacturer who passes on the cost to us. Our
charges are based on the manufacturer's estimates of the charges. We have found
these estimates to be imperfect. As we learn from our experiences, we work to improve the
calculations. As we make the changes, they may be implemented
at any time without notice.
SHOPPING CART:
Why are some prices in italics?
When ordering doors and other items, the unit price and the line price are shown for each door size. (The line size is the unit price multiplied by the quantity.) All
of the line prices for a given door profile are totalled together and displayed above the line prices.
What does the 'Change Profile Options' and 'Add or Remove Sizes' buttons do?
This 'Change Profile Options' button brings you to the "2. Choose Options" section of the Product Details page. (This is the page on which you initially chose the options and sizes.) The "Product Details" page
is the only place where you can manipulate your profile selections. The 'Add or Remove Sizes' button brings you to the '3. List Sizes' section where you can enter additional sizes and quantities and/or remove existing ones from the list.
Can I change quantities?
Not directly. To change the quantity for a particular size, you may 'Remove' the line with the incorrect quantity and re-add it with the correct quantity.
How do I delete an item from the shopping cart?
Click on the 'Change Options or Sizes' button. Then, from the "Product Details" page, click 'Remove' to delete the specific line or 'Remove All' to delete
all the lines.
ORDERING AND SHIPPING:
How long does it take to get my order?
[Note: Click here to check for updates on any production delays.]
Our standards, when not impacted by production delays, is for unfinished products to ship within 10 business days and finished products to ship within 15 business days. Orders placed prior to 12/1/2022 ship from Washington state; Orders placed on 12/1/2022 or later ship from Pennsylvania. Factor in appropriate ground transit time (usually 2-4 days for deliveries on the same side of the Mississippi river and 4-6 days for deliveries to the opposite side of the country).
Can I get my order any faster?
We do offer an expedite program for small orders, such as samples or emergency replacements. When expedited, unfinished doors and drawer fronts will usually ship within 2-3 days; finished doors and drawer fronts will usually ship within 4-6 days. Other expedited products will have similar leadtimes.
We do not offer expedited shipping. All orders will ship via ground transportation.
There is a 6 piece MAXIMUM for expedited orders and the expedite process adds 50% to the cost of the products.
(Note: Do not try to split a larger order into smaller, expedited orders! Horizon's management reserves the right to ignore expedite requests, without refund, if multiple concurrent expedite orders totaling more than 6 pieces are placed for the same customer or ship-to address.)
Orders will ship via a common carrier using either ground or freight service, depending on factors including the size of the order. Most shipments will require a signature and some large shipments may require the recipient to offload the truck.
When signing for delivery, note any obvious damage to the boxes and have the driver sign or initial.
The freight company will be solely responsible for determining the size of truck used for the delivery. There is no express or implied guarantee of lift-gate service or in-house delivery. Should lift-gate service or other services be required, it is the responsibility of the customer to coordinate that with the freight company and pay for any fees associated with such services.
If the freight company cannot, in its estimation, get close enough to the requested destination to make a delivery using its standard vehicles, it will be left to the customer to coordinate an alternate drop-off point. Delivery fees, holding fees, or other fees may be charged to the customer by the freight company for any such change of location or for delays caused by the customer's inability to accept delivery in a suitable location.
What if there's shipping damage?
We will replace any damaged item immediately providing you follow these instructions:
When signing for delivery of your order, always write "subject to inspection" by your signature. (If you neglect to do this, we may still be able to replace the damaged items, but this simplifies the process.)
Before opening any packages, photograph the unopened packages taking care to capture the corners or other areas where they might have been treated roughly. We will require these photos if you report a problem.
You must report any shipping damage within 5 business days of receiving the order. Report the damage, carefully listing each damaged item, in the form found on the Support tab of the Horizon Cabinet Door website. We will respond quickly. We will ask you for photographs of the damage to be emailed to us. On occasion, we may ask you to repack the items so that we can send a truck to pick them up.
Do you ship outside the US?
At present, we only ship within the continental 48 states. For other shipments, you may be able to find a transit company located within the U.S. that will transport the order elsewhere. We will work with you to provide any documentation required for international shipping.
Will I be notified when my order ships?
Yes! Within 1-2 business days after you place the order, we will email you a confirmation that will show you the expected ship date. (Occasionally, the whole order or a portion of the order will ship earlier.) Each evening, we send email confirmations for any order that shipped that day. That confirmation will contain the tracking number. If you don't receive these emails when expected, please check your junk email folder before contacting us.
I'm having issues on the PayPal screen. What do I do?
The PayPal company handles all of our payment processing, whether you have a PayPal membership or pay directly using your
credit card. While PayPal has been very reliable and trustworthy in securely handling the payments, there
are a couple technical glitches which crop up occasionally. For example:
- You get a message that says "This payment cannot be completed.
Please contact your merchant" (or something similar). This may be caused by a fraud detection glitch
at PayPal. Please contact PayPal to get this resolved (or contact Horizon Support and we'll
conference in with PayPal).
- The PayPal screen doesn't respond properly when you submit your payment: either it bounces back to
the credit card entry screen or it times out. This can usually be resolved by clearing your
cookies and cache using the "internet tools" on your web browser. (If you don't know how to do this,
you can either Google an answer or contact Horizon Support.)
We apologize if you encounter this or any other issue with your payment. We're working with PayPal
to try to eliminate these known issues.
SUPPORT:
What if there are defects on my order (other than shipping damage)?
We will replace defective items under the terms of our warranty.
Report the defect, carefully listing each defective item, in the form found on the Support tab of the Horizon Cabinet Door website. We will respond quickly. We may ask you for photographs of the damage to be emailed to us. On occasion, we may ask you to repack the items so that we can send a truck to pick them up.
We are only responsible for any defects where the product that is received does not match what is ordered. We are not responsible for errors or inconsistencies in your order, such as drawer front color or profile options not matching door color or profile options.
Can I return an item if I ordered it incorrectly?
No, sorry. We manufacture the products to the specifications you submit. Once the order goes into production (usually within one business day of the order), there will be no changes, refunds, or returns allowed (other than for shipping damage or manufacturing defects).
When are phone and email support available?
Our support specialists are in the office from 9am to 5pm ET, M-F. We also check email and voice messages during off-hours and reply to them as soon as possible. (Email inquiries are more likely to get a timely response during off hours.)
VIDEO: ABOUT HINGES
