Frequently Asked Questions
FAQ'S
Please call our sales and customer service team directly at 800-358-2469
What payment methods are available?
We accept Visa, Mastercard, Discover and American Express cards as well as Paypal and Apple Pay.
How are items shipped?
We ship using FedEx, UPS and USPS ground service depending on the size of the package and shipping destination. Expedited and international shipping options are available when checking out via UPS. If you have specific shipping instructions please call us directly at 800-358-2469 and we will do our best to accommodate you.
What are the shipping costs?
We offer free ground shipping within the continental US for orders over $99. There are additional shipping charges for orders going to AK, HI and Puerto Rico. A $12.95 shipping charge is applied to all orders below $99
How do I cancel or change an order?
Pleaes call us at 800-358-2469 with any changes to your order. Orders can be changed or cancel if they have not shipped. Once an order is shipped, you will need to return any items no longer needed and order the correct ones.
Need to know when your order will ship?
Please reply to your confirmation email for status of your order. If you do not have this email, please call us at 800-358-2469 with the name on the order and the phone number you provided when ordering.
Need assistance locating a specific product or part?
There are many custom items, parts and special order products that may not be for sale on the website. If you are looking for a specific item, or need to customize something please call us at 800-358-2469
Can my order be shipped today?
In many cases yes! We would recommend calling us to place the order at 800-358-2469. If you place the order online you can select the "Quick Ship" option when checking out and your order will be shipping within 1 business day.
I placed a special order but the charge is not showing on my card yet?
When you place an order with us, your payment method is authorized. We do not apply the charge to your account until the order is shipped. If you ordered a custom item you will not see the charge on your account until the order has been shipped to you.
How Should I Clean My Hardware?
For the majority of our finishes we suggest:
Use warm, soapy water and then towel-dry the hardware.
Spray rubbing alcohol on the hardware and allow the hardware to air-dry.
For our living finishes (those intended to age over time due to the natural oils on your hands), we suggest:
Spray rubbing alcohol on the hardware and allow the hardware to air-dry.
What are the Differences Between Traditional Baldwin and Baldwin Prestige?
The traditional Baldwin product, Estate provides the discriminating showroom customers the broadest style, finish, and function offering within the decorative hardware industry. Baldwin Prestige, a newer line to the Baldwin brand, was designed and developed to exceed the expectations of the big-box retail customer. While the traditional Estate Baldwin product leverages a diamond shaped broach on both tubular and mortise mechanics, the Baldwin Prestige product leverages a tubular only chassis with a half round design meant to be easier to install for the do-it-yourself consumer. Solid forged brass material is used throughout the traditional Baldwin line of entrance sets, knobs, levers, and deadbolts; Baldwin Prestige uses solid forged brass for the entrance sets and other solid material for knobs and levers. Both the traditional and Prestige lines offer a limited lifetime mechanical warranty. Traditional Baldwin product features the C-Keyway pin and tumbler entry technology along with the classic Baldwin key bow shape that customers have recognized for over 60 years. Unlike the Baldwin traditional product, Baldwin Prestige features SmartKey® Re-key Technology, which allows consumers to re-key their lock themselves.
My front door is currently drilled for a tubular handleset with 6” between the handle grip and deadbolt. Can I install any of the tubular ¾ or full escutcheon handlesets designs? What about emergency-exit handlesets?
No. All Baldwin ¾ and full escutcheon handlesets are designed to accommodate a 5-1/2” center-to-center spacing between the handle grip and the deadbolt. If your door is drilled to a dimension other than 5-1/2”, we recommend you use either a sectional handleset or deadbolt with the knob or lever of your choice. All Baldwin emergency-exit handleset designs use a large one-piece escutcheon on the interior which requires a 5-1/2" center-to-center spacing.
How do I determine if I need to buy a right-hand or left-hand lever for my door?
Handing is required for Baldwin Prestige dummy levers, as well as Images & Estate mortise locks, keyed entry levers, and handlesets with a lever interior style. Determining the handing of a door is simple; facing the door from the outside of the room or home, locate the location of the door hinges. If the hinges are on the right, it is a right-hand door. If the hinges are on the left, it is a left-hand door.