Single Ultimate Security Screen Door

Your Sanctuary team is focused on providing accurate information and timely delivery at a highly competitive rate, servicing the continental United States only. All orders are processed and shipped Monday through Friday during business hours, excluding holidays. Once your order is complete, we will e-mail you confirmation and it will ship within 72 hours, weekends and national holidays excluded. We will confirm shipping and provide tracking number with estimated delivery window via e-mail at that time.

Cancellations

Orders are cancellable within the first 24 hours. After the 24-hour window, a 5% restocking fee applies.

Shipping Rate, Delivery Scheduling & Details

All orders ship for $199 for the first product. A second item can be added for $65. Orders will be shipped curbside ground delivery by an LTL carrier. Appointment for delivery will be scheduled by the carrier and a responsible party must be available to sign for the shipment. If you live in an area with limited access for large delivery vehicles, advise the shipper when scheduling. Curbside delivery includes delivering as close to the curb as possible at a residential address and does not include bringing the product up to or in the home.  

Shippers Will Not Collect From You

If the freight company or driver attempt to collect any funds at any point during the process, do not pay and contact us immediately at 1-877-366-7002 or support@sanctuary.store or via chat.

Damages & Returns

Sanctuary packaging is designed, constructed, and tested to insure best possible protection of the product. If there is visible damage to the packaging at the time of delivery, take several clear photos of it and refuse the shipment. Submit the photos at our return’s portal for resolution. When opening the product, take care with and save the original packaging for required use if a return is necessary. If you find concealed damage, please provide several clear photos and a description at our return’s portal for resolution. For detailed returns information, please view our return policy. 

Painful and worthy of avoidance as they are, returns do happen. We’ve made the process as simple as possible. Just complete the form at our return’s portal and we will be in touch within 48 hours, weekends and national holidays excluded. Return submissions are accepted within 14 days of delivery. In all cases, we will endeavor to resolve your concern without the need for a return, which may include providing additional information and/or shipping you applicable parts or components.

Requirements

• Return must be submitted through the return’s portal within 14 days of delivery

• Product MUST be in original packaging

• Customer is responsible for return shipping rate of $199, plus $65 for a second product

• All returns are subject to a 25% processing/restocking fee

Damage

If there is visible damage to the packaging at the time of delivery, take several clear photos of it and refuse the shipment. Submit the photos at our return’s portal for resolution. When opening the product, take care with and save the original packaging for required use if a return is necessary. If you find concealed damage, please provide several clear photos and a description at our return’s portal for resolution. 

Exchanges

Whether we made a mistake in building or shipping the product, or you just changed your mind about the color, product exchange is likely the best solution. If the exchange is due to our error, there will be no additional charges due. If the mis-step was on your end, there will likely be additional charges involved. Just submit a description and, if applicable, photos at the return’s portal for resolution.

Refunds

When applicable, your refund should be paid within 4 weeks of initiating the return. Refund processing begins once the return has been received at our facility. A confirmation e-mail will be sent when complete, with any return shipping, processing, restocking or other applicable charges or fees deducted, and the refund issued to your original method of payment. The refund should be completed within four weeks of return submission.

Home Protection Guarantee

If your home is burglarized and entry was accomplished through a properly installed and locked Sanctuary Security Door, you will receive a new security door (product only, installation excluded) at no charge or reimbursement of up to $1,000 of your insurance deductible. Sanctuary is not responsible for any labor expense required to remove the damaged product, install the replacement product or for securing the property while warranted items are being repaired or replaced.

Product Warranty

Sanctuary Security Doors are covered by a 15 Year Replacement Warranty. You will receive a new door at no additional charge if your product shows defects in materials or workmanship within 15 years of the date of manufacture. Components pre-installed on the security door (such as locks, handles, rollers, sweeps) are covered for one year from date of purchase. Replacement items may vary in style due to changes in suppliers, products, and colors.

Warranty Exclusions

• The following are not included in the product warranty

• Accessories added to the security door by the purchaser

• Improper installation of the product

• Any problem caused by abuse and/or misuse

• Failure to follow the care and maintenance instructions

• Adjustments due to settling of the structure

• Acts of God

Care & Maintenance

Over time, airborne dust, dirt, and impurities can accumulate, which will cause visual defects to the door or window screen and the Meshtec screen, and - if not regularly and properly removed - can lead to further damage, staining, and corrosion. Your cleaning schedule depends upon your environment:

Environment Description & Cleaning Schedule

• Mild Inland, rural, and away from urban activity: Every 6 months

• Moderate Urban/suburban, inland: Every 3 months

• Extreme Urban/suburban, coastal (within 25 miles): Every 2-4 weeks  

Thoroughly wash the door frame and Meshtec screen using a soft cloth, mild soap, and water. Do not use strong solvent or abrasive based cleaners. Take care to avoid exposing handles, hinges, and lock(s) to excessive amounts of water. Using a dry, soft cloth, remove any excess water when done. Pay particular attention to drying the screen to frame attachment area fully. Avoid using any sharp objects or abrasive materials on the door frame or screen. Use white grease to lubricate the hinges as required at each cleaning.

Claim Submission

Email us at support@sanctuary.store with photos and a brief explanation and member of the Sanctuary team will contact you directly.