Shipping & Returns
Free shipping across the United States, free replacements for anything damaged in transit, and returns within 7 days of delivery.
Shipping
Free shipping on every order
Shipping is free on every order, anywhere in the United States.
Ships in 1-2 business days
In-stock doors leave our warehouse within 1-2 business days and arrive in 3-7 days nationwide.
Crated and fully insured
Tempered glass ships crated on a pallet with the edges protected, and every shipment is fully insured in transit.
Tracking by email
You receive a tracking number by email as soon as your door ships. You can also email us your order number any time for the latest status.
These times apply to in-stock standard sizes. Custom-sized doors are made to order: contact us for a quote and the current lead time.
If your door arrives damaged
Reporting transit damage with photos is what lets us replace it free of charge, so please do not skip the inspection.
Inspect the crate
Look the crate over before you sign for it and note any visible damage with the carrier.
Photograph any damage
Take clear photos of the crate and the affected glass or part.
Email us within 48 hours
Send the photos and your order number and we ship a free replacement panel or part. Damaged glass does not need to be sent back.
Returns
7 days from delivery
Contact us within 7 days of receiving your order to request a return. The item must be in sellable condition: unused, not installed, and in its original crate and packaging.
Return shipping and restocking fee
Return shipping is at your expense, and a 20% restocking fee is deducted from your refund. Neither applies to an item that arrived damaged or defective: we replace those free of charge.
Refunds
Once the return reaches us and passes inspection, we refund your original payment method and email you a confirmation. Banks usually post the credit within 2-10 business days.
Cancelling an order
You can cancel for a full refund any time before your order ships. Once it has shipped it cannot be cancelled: it is handled as a return under the terms above, and shipping in both directions is at your expense.
What cannot be returned
- Custom-sized doors and other made-to-order items, unless defective
- Items that have been installed or show signs of installation, such as markings, scratches or sealant
- Items that have been altered, modified or mishandled
- Requests made more than 7 days after delivery
If an installed door turns out to be defective, it is covered by our warranty: limited lifetime on tempered glass and metal hardware, and 1 year on wear parts. See the Warranty page for what is covered and how to file a claim.
How to return an item
Contact us within 7 days
Email us your order number and the reason for the return within 7 days of delivery.
Get your return number
We reply with a return number and the return address. Please do not send anything back before you have them.
Pack it as it arrived
Use the original crate and packaging, remove or cover the old labels, and put the return number on the outside.
Ship with tracking
Send it with a trackable carrier and email us the tracking number. We cannot issue a refund for a return we cannot trace.
To start a return or report damage, email info@merlord.com with your order number (and photos, for damage), or call (626) 888-2855, Mon-Fri 8:00 AM - 5:00 PM (PST).
Contact us