Shipping Costs & Transit Times
Q: What is the shipping cost for my order?
A: Shipping is a flat-rate fee per order, calculated at checkout based on your delivery state. For the continental US, rates range from $350 to $1,350. For Alaska and Hawaii, the flat rate is $1,900.
Q: How long will it take for my order to arrive?
A: Our total estimated delivery time is 10–20 days from the day you place your order. This includes 2–3 business days for handling to prepare your custom item, plus 8–17 days for transit with the freight carrier. Please note: Shipment timing can occasionally vary based on production lead times and carrier availability.
Q: What is your daily order cutoff time?
A: Our daily cutoff time is 2:00 PM Pacific Standard Time (PST). Orders placed after 2:00 PM will begin processing on the next business day.
Q: How will I track my shipment?
A: Once your order leaves our facility, you will receive an email notification containing your freight tracking number and a link to the carrier’s website so you can follow the progress of your shipment.
Receiving the Freight Shipment
Q: How will my shipment be delivered?
A: All orders are shipped via Freight Carrier LTL (Less-Than-Truckload) due to the size and weight of the products. The carrier will call you directly to schedule a specific delivery appointment once the item arrives at your local hub.
Q: Is this "In-Home" delivery?
A: No, our standard service is curbside delivery only. The driver will deliver the package to your curb or driveway. You are responsible for moving the heavy item(s) from the curb to your final installation site. Please arrange for assistance beforehand.
Q: What must I do when the shipment arrives?
A: You must thoroughly inspect all items for any visible damage or missing pieces BEFORE signing the delivery receipt. If you find damage, you must clearly note the damage on the carrier's receipt, take photos, and contact us immediately. Signing the receipt without noting damage waives carrier liability and makes it incredibly difficult to file a claim.
Q: Are contractor fees caused by delivery dates or delays covered by Cthru?
A: No, contractor fees related to delivery timing are not covered by Cthru. For the best experience, we strongly recommend that you physically receive and inspect your product before confirming an installation appointment with your contractor.
Contact Information
Q: Who should I contact if I have questions about my order?
A: You can contact our Customer Support team directly:
- Phone: 949-416-6958
- Email: sales@Cthruworlds.com
Returns & Refunds
Q: What is your return period?
A: We accept returns for both defective and non-defective products within 7 days of delivery.
Q: What condition must the item be in to be returned?
A: The item must be brand new, unused, uninstalled, and in its original packaging. Items that have been installed, modified, or damaged after delivery are not eligible for a return.
Q: How do I start the return process?
A: Please contact us within the 7-day window via email at sales@Cthruworlds.com or call us at 949-416-6958. Please provide your order number and the reason for the return.
Q: Who pays for the return shipping?
A: For non-defective returns (such as a change of mind), the customer is responsible for all return shipping costs. For defective, damaged, or incorrect items, Cthru will cover all return shipping costs or provide a prepaid freight label.
Q: Is there a restocking fee?
A: Yes, a 20% restocking fee of the product price is deducted from the refund for all non-defective returns. This fee is completely waived if the product arrives defective, damaged, or incorrect.
Q: How long does it take to get my refund?
A: Refunds are processed within 7–10 business days after the returned item is received and inspected at our warehouse. The credit will be automatically applied back to your original payment method.
Q: Do you offer exchanges?
A: No, we do not offer direct exchanges. If you need a different size or product, you must return the original item for a refund and place a separate new order online for the desired item.
Q: What if my product arrives damaged or defective?
A: You must notify us within 48 hours of delivery and include clear photos of the damage. We will arrange a replacement or full refund—and cover all associated shipping costs—immediately.
Q: Who do I contact for more help?
A: Our support team is here to assist you:
- Phone: 949-416-6958
- Email: sales@Cthruworlds.com
Warranty
Q: How long is the warranty coverage?
A: Coverage periods vary depending on the specific product component:
- Frames & Sashes: 10 years against defects in materials and workmanship.
- Glass Units: 5 years against seal failure and excessive condensation between the panes.
- Hardware & Screens: 2 years against defects in materials and operation.
Q: What exactly does the warranty cover?
A: This warranty covers:
- Manufacturing defects in materials or workmanship.
- Premature structural deterioration of frames or sashes under normal use and conditions.
- Glass seal failure that causes internal fogging or condensation between the panes.
Q: What is not covered by the warranty?
A: The warranty does not cover:
- Normal wear and tear, surface scratches, or minor cosmetic blemishes.
- Damage resulting from misuse, abuse, accidents, or poor maintenance.
- Alterations, modifications, or repairs performed by unauthorized parties.
- Damage caused by improper installation by third-party contractors.
- Damage caused by extreme weather, fire, flooding, or other natural disasters ("acts of God").
Q: How do I file a warranty claim?
A: To submit a claim, please follow these steps:
- Locate your proof of purchase (such as your invoice or sales order number).
- Notify Cthru in writing via email (sales@Cthruworlds.com) within 30 days of discovering the issue, including photos of the defect.
- Allow reasonable cooperation for product inspection.
If a manufacturing defect is confirmed, Cthru will, at its discretion, repair, replace, or refund the defective component.
Q: Are there any limitations to the warranty?
A: Yes:
- This warranty is valid exclusively for the original purchaser and is non-transferable.
- Cthru’s total liability is strictly limited to the original purchase price of the product.
- This warranty replaces all other warranties, whether express or implied.
