Custom Order, Shipping & Return Policy

Last Updated:May 28, 2026

Shutters Direct USA provides custom shutters made for approved measurements, product selections, and project details.

Because each shutter order is custom-made, it is important that customers understand the quote process, final approval, production, shipping, installation, returns, and support expectations before an order moves forward.

This policy explains what to expect before and after approving a custom shutter order.

Because every shutter order is custom manufactured to approved specifications, all sales are considered custom orders.

1. The Big Thing to Know

A quote request is only the starting point.

Submitting a quote request does not move your shutters into production. Before production begins, your measurements, product selections, color, frame style, order details, payment requirements, shipping or delivery information, and custom order terms must be reviewed and approved.

Once a custom shutter order is approved for production, it is made specifically for the approved measurements and selections. Because of that, custom shutter orders are final sale once approved for production.

2. Quote Requests

A quote request allows you to submit project details for review.

Your quote request may include:

• Contact information

• City and state

• Number of windows

• Window locations or room names

• Width and height measurements

• Product interest

• Photos, if helpful

• Notes or questions

• Specialty window details

A shutter specialist may review your request and follow up if measurements, photos, product selections, or project details need clarification.

A quote request does not create an order, guarantee final pricing, reserve production timing, or authorize production.

3. Pricing

Custom shutters start at $30/sq ft.

Final pricing depends on your specific project details, including:

• Window measurements

• Number of windows

• Product selection

• Frame or trim needs

• Mount type

• Specialty shapes

• French door cut-outs

• Color or finish selections

• Project complexity

• Shipping or delivery requirements, if applicable

A starting price is not a final quote. Your final quote is based on your project details and review.

Pricing may change if measurements, quantities, product selections, specialty details, shipping requirements, or other project details are updated or corrected before final approval.

4. Customer Approval Responsibility

Customers are responsible for reviewing all final order details before approving production.

Before approving production, customers should carefully review:

• Measurements

• Number of windows

• Product selections

• Color or finish

• Frame style

• Mount details

• Louver size, if applicable

• Hinge color, if applicable

• Tilt rod style, if applicable

• Divider rail placement, if applicable

• Specialty window details

• Quantity

• Quote total

• Payment requirements

• Shipping or delivery information

• Custom order terms

Once the customer approves production, the order is custom manufactured according to the approved specifications. Changes, cancellations, returns, or refunds may not be available after production approval.

5. Measurements

Custom shutters are made based on approved measurements. Customers are responsible for providing accurate measurements and reviewing final measurements carefully before production approval.

If you are unsure about your measurements, submit photos, notes, or questions with your quote request. A shutter specialist may review your request before final approval, but customer review and approval remain required before production begins.

Important: Review all final measurements carefully before approving production. Incorrect customer-provided measurements may result in shutters that do not fit as expected.

6. Photos

Photos are encouraged when measurements, mount type, trim, window depth, arches, doors, specialty shapes, or other details are unclear.

Photos may help the team better understand your window and project, but they do not replace final customer review and approval.

Please do not upload unrelated images, private documents, or sensitive personal information.

7. Product Selection

Before production begins, customers should review and approve all relevant product details, which may include:

• Shutter option

• Product line

• Color or finish

• Frame style

• Mount type

• Louver size

• Hinge color

• Tilt rod style

• Divider rail placement

• Specialty shape details

• French door cut-out details

• Quantity

• Window location

• Shipping or delivery details

If anything looks incorrect or unclear, contact Shutters Direct USA before approving production.

8. Color, Finish, and Appearance Disclaimer

Colors, finishes, textures, and product appearance may vary based on lighting, screen settings, room conditions, trim color, surrounding materials, and manufacturing variables.

Images, samples, website photos, diagrams, and examples are intended to help customers understand general product appearance, but they may not perfectly represent the final installed product in every home.

Customers are encouraged to review samples when available and carefully confirm final color and finish selections before approving production.

Once a custom order is approved for production, returns or refunds may not be available due to color preference, finish preference, or appearance expectations that were approved before production.

9. Final Approval

Final approval is required before production.

Before approving production, customers should carefully review all measurements, product selections, color, frame style, mount details, specialty window details, quantity, quote total, payment terms, shipping or delivery information, and custom order terms.

Once approved for production, the order is custom-made based on those approved details.

10. Final Sale Custom Orders

Because each shutter order is custom manufactured to approved specifications, custom shutter orders are final sale once approved for production.

After production approval, changes, cancellations, returns, or refunds may not be available.

This policy exists because each order is made for the customer’s specific approved measurements, selections, and project details.

11. Changes Before Production

If you need to change measurements, product selections, color, quantity, shipping information, or other order details, contact Shutters Direct USA before approving production.

Changes may be reviewed before final approval. Once the order is approved for production, changes may not be possible.

12. Cancellations

A quote request may be canceled or abandoned before an order is approved for production.

Once a custom shutter order has been approved for production, cancellation may not be available because materials, labor, and production may already be underway.

If you need to make a change or cancel before production approval, contact Shutters Direct USA as soon as possible.

13. Payment

Payment requirements will be provided during the quote and order approval process.

A quote request does not require payment and does not create a production order. Payment may be required before a custom shutter order moves into production.

Orders are not considered approved for production until all required final details, approvals, and payment requirements have been completed.

Accepted payment methods, deposit requirements, balance due dates, taxes, shipping charges, delivery charges, and any other payment-related terms may vary by order and will be communicated before production approval.

Failure to complete payment requirements may delay or prevent production.

14. Production Timeline

Typical production turnaround is 2–3 weeks after final approval.

Production timing begins after final details, payment requirements, and customer approval are complete.

Production timelines are estimates and are not guarantees. Timelines may vary based on product details, specialty requirements, production volume, material availability, holidays, weather, shipping conditions, delivery delays, incomplete information, delayed customer approval, or other factors outside of Shutters Direct USA’s control.

Shutters Direct USA is not responsible for delays caused by incomplete customer information, delayed customer approval, shipping carriers, weather, supplier delays, production conditions, or events outside our control.

15. Shipping and Delivery

Shipping or delivery details may vary depending on the order size, project details, shipping method, and destination.

When your shutters ship or are ready for delivery, you should receive relevant shipping, tracking, or delivery information when available.

Shipping and delivery timelines are estimates and are not guarantees. Delivery may be affected by carrier delays, weather, address issues, freight scheduling, production timing, or other circumstances outside our control.

16. Freight Carrier Delivery and Damage Procedures

Some shutter orders may ship by freight carrier or other delivery service depending on size, weight, destination, and order details.

Customers are responsible for inspecting the shipment and packaging at delivery whenever possible.

Before accepting delivery, please inspect the packaging for visible damage, including:

• Crushed corners

• Tears, punctures, or holes

• Water damage

• Broken wrapping or straps

• Opened packaging

• Bent, broken, or damaged cartons

• Any visible signs of mishandling

If visible damage is present, note the damage with the carrier before signing or accepting delivery whenever possible.

If the carrier provides delivery paperwork, write a clear note such as:

“Packaging damaged — subject to inspection.”

Take photos of the packaging before opening and keep all packaging materials until the issue has been reviewed.

17. Refusal of Delivery

If a shipment appears severely damaged at delivery, contact Shutters Direct USA as soon as possible for guidance.

Do not refuse delivery unless the shipment appears significantly damaged or the carrier instructs you to do so.

If delivery is refused without proper cause or without contacting Shutters Direct USA when possible, additional shipping, storage, redelivery, or handling fees may apply.

If delivery is refused due to visible damage, please document the condition of the shipment with photos and notify Shutters Direct USA immediately.

18. Shipping Damage Claims

If your shutters appear damaged during shipping or delivery, contact Shutters Direct USA as soon as possible and before installation.

When reporting possible shipping damage, include:

• Your name

• Order or quote information

• Delivery date, if available

• Photos of the packaging

• Photos of the damaged area

• A description of the issue

• Any delivery paperwork or carrier notes, if available

Please keep all packaging materials until the issue has been reviewed.

Installing shutters before reporting damage or order concerns may affect the ability to review or resolve the issue.

Please do not install shutters that appear damaged, incorrect, or unclear until the issue has been reviewed.

19. Inspection Upon Delivery

Customers should inspect shutters and packaging as soon as possible after delivery.

Before installation, please confirm:

• The shipment appears complete

• The shutters match the correct room or window

• Packaging and product do not show visible damage

• Product details appear consistent with the approved order

• Installation instructions or included materials are reviewed

• Nothing appears incorrect, missing, damaged, or unclear

If anything appears damaged, incorrect, missing, or unclear, contact Shutters Direct USA before installation.

20. Returns and Refunds

Custom shutter orders are made specifically for approved measurements, product selections, and project details. Because of this, custom shutter orders are not eligible for standard returns or refunds once approved for production.

Returns or refunds are not available for issues related to:

• Incorrect customer-provided measurements

• Approved product selections

• Approved color or finish selections

• Approved frame or mount choices

• Change of mind after production approval

• Color or finish preferences after approval

• Installation errors

• Conditions caused by improper installation

• Damage caused after delivery

• Failure to inspect products before installation

• Failure to review final order details before approval

If there is a concern with your order, contact Shutters Direct USA before installation so the issue can be reviewed.

21. Installation Responsibility

Your shutters arrive ready to install, not ready for assembly.

However, proper installation still matters. Customers are responsible for following installation guidance, using appropriate care, and asking for support if something is unclear before continuing.

If you are not comfortable installing shutters yourself, consider getting help from a qualified local handyman, installer, or professional.

Shutters Direct USA is not responsible for issues caused by improper installation, failure to follow installation guidance, use of incorrect tools or methods, modifications made after delivery, or installation performed by third parties.

Improper installation may affect product performance, fit, operation, appearance, and warranty eligibility.

22. Before You Install

Before installing your shutters, please:

• Confirm the shutters match the correct room or window

• Review your order details

• Inspect the shutters and packaging

• Read any included installation instructions

• Confirm the product appears correct and undamaged

• Contact support if anything seems wrong

Installing shutters may affect the ability to review or resolve certain order, shipping, or product concerns, so please pause and contact support before installation if something does not look right.

23. Warranty Note

Warranty terms should be reviewed before approving your custom order.

Proper installation may affect product performance and warranty eligibility. If something seems unclear during installation, contact support before forcing any part into place or continuing.

Final warranty language should be confirmed and approved by Shutters Direct USA before launch.

24. Support

If you have questions about your quote, measurements, product options, shipping, delivery, installation, damage concerns, or order details, contact Shutters Direct USA before final approval or before continuing with installation.

25. Policy Updates

Shutters Direct USA may update this Custom Order, Shipping & Return Policy from time to time. Updates will be posted on this page with a revised “Last Updated” date.

Continued use of the website, submission of quote requests, or approval of orders after updates are posted means you accept the updated policy.