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Frequently Asked Questions

General
HOW DO I CONTACT CUSTOMER SERVICE?

Our customer service representatives are happy to assist you by phone at 1-888-419-8885 or by email.
Business hours:
Monday - Friday: 8 AM to 5 PM (EST)

IS IT SAFE TO SHOP AT FIRSTIMPRESSIONSINT.COM?

Absolutely. Our server is housed in a secure location and is monitored by our hosting company. We use 128-bit SSL encryption for all personal information transactions. For more information, please visit our Privacy and Security page.

DO YOU CHARGE A SALES TAX?

Items purchased and shipped to Florida and orders from our showroom are subject to sales tax. All other orders are free of tax.

HOW DO I CANCEL OR CHANGE AN ORDER?

We will allow order cancellations within 24 hours of the order placement as long as it has not already been shipped. Please send us an email/call customer service at sales@fii/888-419-8885 with your order number and the reason for cancellation. Back ordered or custom orders cannot be cancelled after 3 business days of the original order date.

HOW DO I MAKE A RETURN?

We accept returns on items in saleable condition made within 30 days of purchase. For guidelines on how to return an item and exceptions, please see our Returns and Cancellation page.

DO YOU HAVE A CATALOG?

Our website is our catalog. We continually grow our product line and constantly update our website to reflect new offerings. Utilizing the web as our catalog allows us to quickly offer you new products virtually overnight without the delay of the printing process.

HOW WOULD I LOCATE A PRODUCT ON YOUR SITE?

We have a superior search engine that allows you to find exactly what you are looking for. You may search by name, style, application, material, length, design and price. You can use any or all of these features to narrow down your search.

HOW LONG WILL IT TAKE TO GET MY ORDER?

All of our standard products are inventoried and available for immediate shipping. If there is a backorder on the items, you will be notified within two business days of placing your order via email and by telephone.

WHAT IF I HAVE A QUESTION ABOUT INSTALLATION?

Please send requests to customer service by phone at 1-888-419-8885 or by emailing customer service.

HOW DO I MAINTAIN MY NEW HARDWARE?

With proper care, all hardware should provide our customers with years of beauty. Do not use harsh chemicals or cleaners. Use only mild soapy water and then dry immediately to care for your hardware. Most modern day finishes should last a lifetime with the proper care and maintenance.

I CANNOT FIND PULLS TO FIT THE PRE-DRILLED HOLES IN MY DOORS. WHAT CAN I DO?

We offer a large variety of shapes and sizes on our site. If all else fails and you cannot find the correct size, consider using and ADJUSTABLE pull or using a back plate. Adjustable pulls can accommodate your existing holes. Type the word “adjustable” into our product search to pull up all of our adjustable pulls. Back plates can be used to cover the existing holes so that new standard holes may be drilled.

I AM IN THE TRADE. DO YOU OFFER ANY SPECIAL PRICES?

Yes, we sell wholesale to the trade. Please fill out our trade/dealer application by clicking here. We require proof of business prior to giving trade information to anyone. Proof consists of your Company’s Federal Tax ID certificate and Resale Certificate or W-9.