Returns, order cancelations, damages
Who is side door
shipment process
SideDoor is our partner that secures and fulfills your order, handles the behind-the-scenes logistics and customer service.
additional questions
f you created a customer profile upon checking out, you log in and check on the order status as well as the ETA of items. Alternatively you can email info@onsidedoor.com, or orders@onsidedoor.com. Once their order ships, you will receive a shipping notification that includes tracking information.
Once the delivery date is a couple of days away, the delivery company will call the phone number associated with the order to schedule delivery. You will have the option of choosing a day and a window of time. Someone must be available to sign upon delivery (if White Glove Delivery is selected there will need to be someone to let the delivery team inside the location to assemble the pieces). After delivery has concluded, your will receive one last email to confirm that their order has been delivered.
Returns
SideDoor does not accept product returns.
Order Cancellations
Orders processed through SideDoor cannot be cancelled. Under certain circumstances (for example, product availability issues or necessary substitutions) our team is available to quickly assist in amending orders. You can reach our team via in-app chat or by sending an email to info@onsidedoor.com.
Damages
In cases of damage during transit or other product issues, SideDoor will work with you directly to coordinate for repairs, and (if necessary) replacement of damaged piece(s). If you observe damages or other issues, please reach out to our team by contacting info@onsidedoor.com. You will then be asked to provide:
The order number that the item is attached to
A picture of the shipping packaging that the item arrived in
3 pictures of the item itself showing the damage (2 up-close, and 1 from further away)
Please Note: The customer must inspect all items at delivery (even if the product is delivered by threshold delivery) and notate any damages before the delivery driver departs for a damage claim to be accepted. We require notice of any product issues within 48 hours of delivery in order to process any replacements or repairs.
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