Shipping policy
Last updated: July 30, 2026
Atlas Door Hardware LLC ("Atlas") supplies commercial door hardware, washroom accessories, and other commercial building products through a network of manufacturers and distribution partners. Because these products vary widely in size, source, and availability, shipping arrangements and lead times may differ from one item to another.
Where we ship
Atlas ships only to addresses within the contiguous United States. At launch, we do not ship to Alaska, Hawaii, United States territories, or international destinations.
Customers may not use their own parcel-carrier or freight accounts for orders placed through the Atlas online store.
How orders are fulfilled
Atlas is an online commercial product supplier, not a traditional stocking distributor. Products may ship directly from a manufacturer, distributor, or other authorized fulfillment location.
An order containing products from more than one manufacturer or fulfillment location may arrive in separate shipments. Separate shipments do not necessarily indicate that an item is missing or backordered.
Processing time and lead time
Lead times vary by product, manufacturer, availability, order quantity, configuration, and destination. Any processing time, ship date, transit time, or delivery date shown on the website or provided before shipment is an estimate unless Atlas expressly confirms otherwise in writing.
Processing time and carrier transit time are different. A product may require manufacturer or distributor processing before it is tendered to the carrier.
Atlas does not guarantee a specific delivery date unless the commitment is expressly confirmed in writing.
Backorders and unexpected delays
Manufacturers and distributors may experience unexpected delays or inventory shortages. If this affects an order, Atlas will notify the customer as soon as practical, provide the updated estimated ship date available to Atlas, and discuss available options.
Atlas will comply with applicable law concerning delayed-shipment notices, customer consent to a revised shipment date, and refunds for unshipped merchandise. The appropriate resolution will depend on the order and circumstances.
Atlas will never substitute a different product without the customer's approval.
Shipping charges
Shipping charges and available delivery options are presented or confirmed as part of the ordering process. A shipping charge shown at checkout is not necessarily final for every commercial product. Orders may require additional review when products are oversized, unusually heavy, shipped in multiple cartons, shipped by freight, or subject to special delivery requirements.
If additional shipping or delivery charges are required, Atlas will contact the customer before proceeding.
Freight and special delivery requirements
Some commercial building products may require freight service, appointment delivery, liftgate service, limited-access service, or other special handling. Customers are responsible for providing complete and accurate delivery information, including whether the location is commercial or residential and whether the site has a loading dock, forklift, delivery restrictions, or appointment requirements.
If additional delivery information is needed before processing, Atlas will contact the customer.
Shipping addresses and changes
Please review the shipping address carefully before submitting an order. Contact Atlas immediately if a change is needed.
Atlas will make reasonable efforts to help, but an address or destination cannot always be changed after an order has entered processing or been released to a manufacturer, distributor, or carrier.
Tracking and split shipments
Atlas will provide tracking or shipment information when it is available. Separate packages or shipments may have different tracking numbers and delivery dates.
Delivery inspection
Inspect packages and products promptly after delivery. Report shipping damage, shortages, missing cartons, incorrect items, or other delivery discrepancies within two business days after delivery whenever reasonably possible. A delayed report may make a carrier claim more difficult, but this request does not waive rights that cannot legally be waived.
If there is visible damage, a shortage, an incorrect item, or evidence of mishandling:
- note the issue on the carrier's delivery record when possible;
- keep the product and all original packaging;
- take photographs of the packaging, shipping label, product, and damage; and
- contact Atlas promptly with the order number and a description of the issue.
Do not install a damaged or incorrect product. Do not discard the product or packaging until Atlas provides instructions.
Questions before ordering
Contact Atlas before ordering if a product is unusually large or heavy, the delivery is time-sensitive, or the destination has special delivery requirements. We would rather clarify the shipment before the order is placed than create a preventable delivery problem.
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