Frequently Asked Questions

Know your door brand and model. Most door frames have a label on the inside edge near the hinge side. Once you have that, browse by brand. If you're still unsure, send us a photo of your existing roller and door label.

Yes. Send us clear photos from multiple angles, plus the wheel diameter, overall height, and housing width if you can measure them. We'll cross-reference against our catalog.

A single roller has one wheel per housing. A tandem roller has two wheels side-by-side, distributing the door's weight more evenly. The correct type is determined by your door frame's roller pocket. They are not interchangeable.

We stock a mix of genuine OEM parts and high-quality aftermarket replacements that meet or exceed OEM specs. Each product listing specifies which it is.

Most items ship within 2 to 5 business days of ordering. You will be notified as soon as possible if there is a delay with your order.

For contiguous US customers (Alaska and Hawaii may be extra):

USPS Snail Mail (First Class, 10 to 21 days): $11.95
USPS Priority Mail (7 to 10 days): $14.95
UPS Ground: $19.50
2nd Day Air UPS: Call our office

The shipping carrier may differ from the option selected at checkout based on size, weight, and destination. If you have a preferred method, please call our office or note it in the comments when placing your order.

Yes, we ship to Canada and internationally via flat rate USPS envelopes (317mm × 241mm). If items don't fit in the flat rate package, additional fees may apply.

Canada: $49.95 (10 to 15 business days once shipped)
Mexico & outside North America: $69.95 (10 to 15 business days once shipped)

Customers are responsible for all duties and local/import taxes. Pricing applies to a 4-pound weight limit.

Notify us right away. For USPS shipments, we'll need: a photo of the shipping label, a photo of the damaged box, and a photo of the damaged goods. You'll also need to take the package to your local Post Office. They'll issue a Damage Report Receipt. Once we receive your photos and a photo of the receipt, we'll send a replacement at no charge. Please note: if we're notified after 30 days we may not be able to assist.

Carrier scans can occasionally lag. If your tracking hasn't updated in more than 5 business days, contact us with your order number and we'll look into it.

Please contact us within 30 days of receipt of your order to address any issues. Our inventory changes constantly, and we cannot guarantee we can resolve outstanding issues if significant time has passed since delivery.

We accept returns on qualifying orders within 60 days of the shipping date. Items must be in new, re-sellable condition with all parts included. A Return Authorization (RA) must be approved before sending anything back. See our Returns & Refunds page for the full process.

Submit a Return Request within 60 days of your shipping date. You'll need your Order ID, the item numbers you're returning, your name and contact info, and the reason for the return. Once approved, you'll receive a Return Authorization (RA) number by email. Include that with your shipment. We cannot accept returns without an RA number.

Mail returns to: All About Doors & Windows, C/O Returns, 110 E. 16th Avenue, North Kansas City, MO 64116.

Yes. We reserve the right to charge a minimum 25% restocking fee on most returns to account for original shipping and handling costs. All weatherstrip returns carry a minimum 50% restocking fee. Refunds are issued minus the original shipping charges.

We do not process direct exchanges. You will need to return the original item through the standard returns process and place a new order. You'll be charged for the new order when placed and refunded for the original once we receive it in good condition.

We may not refund items that are scratched, broken, used, or missing parts; special order or final sale items identified as non-returnable; or items damaged in return shipping due to improper packaging. We reserve the right to refuse full or partial refunds.

If the error was on our end, please let us know immediately and we'll make it right. For damaged shipments, we'll need photos of the damage and may need the item returned. Our team will arrange a replacement or refund as quickly as possible.

Once we receive your return, it may take up to 7 business days to process and issue a refund. You'll receive a refund minus the original shipping and any applicable restocking fees.

Not yet. Vacuum the track and wipe the rail dry. Grit, pebbles, and old lubricant make a good roller feel broken. Do not use WD-40, grease, or household oil. They attract dirt and gum up the rail. If the door still drags after a clean track and even roller adjustment, then replace both bottom rollers as a pair. See the installation guide.

No. WD-40 is a solvent, not a lasting track lubricant. It pulls in grit and can leave a sticky film that wears wheels faster. Clean the track first. If you need lubrication, use a dry silicone spray on a clean, dry rail. Never soak the wheels.

For most sliding patio doors, roller replacement is a manageable DIY project that takes 30 to 60 minutes with basic tools. Contact us if you need guidance and we'll walk you through it.

Not necessarily. Most standard sliding doors can be serviced by a confident DIYer. Larger multi-pane or heavy commercial doors may be safer to handle with two people or a professional.

Yes. Contact us with your door brand, model, and a description of the issue. We're happy to walk you through the process.