Add to Favorites

Frequently Asked Questions



How do I set up a Rowley Trade Account?

Click Create Account under the Sign In icon. From here, you can Request A Trade Account, Create Retail Account or shop as a guest with retail pricing.

>> Back to Top

What are your terms and conditions for billing?

Order Information

  • Minimum order is $20.00 excluding freight. For orders less than $20.00, an additional fee of $10.00 will be applied.
  • Catalog prices (USD) and product specifications are subject to change without notice. Current pricing is reflected on our website.
  • Terms are net 30 days from date of shipment for approved accounts. A 1.5% per month service charge will be applied to past due balances.
  • There is a $40.00 charge for returned checks.
  • American Express, MasterCard, Visa and Discover are accepted. Online orders paid by credit card are processed and charged at the time the order is submitted.
  • All orders are F.O.B. from any Rowley Company shipping point.
  • For any product that Rowley Company performs warranty service on, transportation charges are not included in warranty.
  • A fee may apply on wire transfers.
  • CODs are not accepted.
  • Additional charge for delivery to residential addresses also applies.
  • Customer is responsible for freight charges on refused and undeliverable orders.
  • Orders placed via FedEx Ground before 3pm ET on in-stock items are shipped same day.
  • State Tax Exemption Certifications must be provided and on file for tax exempt states.
  • Rowley Company is not responsible for printing or typographical errors within the catalog, website or other published information.

Merchandise Returns & Exchange

  • Returns must have and reference a Return Merchandise Authorization number (RMA#), be returned in original package and be resalable as new.
  • All returns made after 30 days from date of purchase, except for defective products, will be charged a minimum 20% restocking fee.
  • No returns will be accepted after 60 days from date of purchase.
  • Any product returned without a RMA# will not be issued a credit.
  • Credit will be issued on merchandise only, not freight.
  • Return shipping is customer’s responsibility and should be sent prepaid. Rowley Company does not accept COD's.
  • No returns on Finestra Custom Decorative Hardware, Custom Solutions, clearance, discontinued or cut yardage items.


  • Claims for merchandise shortages, damages and discrepancies must be made within 10 days of receipt of goods and must have original shipping carton.

>> Back to Top



After placing an order, may I change or cancel it?

Once an order has been submitted, you will not be able to edit or cancel it.

>> Back to Top



What are your hours?

Rowley Company's customer service representatives are available from 8am until 6pm ET, Monday through Friday.

>> Back to Top



Do you offer same day shipping?

Yes, orders placed before 3pm ET using FedEx will ship out the same day. Exceptions include batting, which requires compression to meet shipping guidelines. For same day shipping on batting, please place orders before 2pm. Orders with Design Your Window systems require a longer lead time due to being a custom build. During the checkout process, you will be given the lead time for your order based on all the items in your cart.

Orders placed after 3pm will ship the following business day.

>> Back to Top



I am having trouble with the website. Can you help?

Please email or call 1-800-343-4542 or 704-866-0650 for assistance.

>> Back to Top



I don't know my User Name.

Your user name is the email address we have on file for you.

>> Back to Top



I have an approved open account, but I am not getting that option at checkout. Can you fix this?

Yes, please email or call 1-800-343-4542 or 704-866-0650 for assistance.

>> Back to Top



How do I search for products on the website?

  • On all our brand sites, you can easily find products with robust filtering and search functionality.
  • Once you've selected a category from the main header, use the Shop by box on the left side of the page to further filter down your product results by sub-category, style, type, color, etc.
  • Use the search box in the upper right corner to find products by description, name or item #. When searching by name or description, the search results will show all products using any of the terms in your search string. When you select a product from the results, you will be taken to the Product Detail Page with a chart listing similar items if applicable.
  • When searching by item #, the results will bring back just the item # you entered in the box. When you select the product, the product page will only show the item name and price to add to cart. If you want to see more detail on the product, please search using the product name or description.

>> Back to Top

What new features are available on the Product Detail Pages?

  • Product content is now conveniently organized into tabs including Overview, Education and Instructions.
  • Above the main product image on the page, you'll find links for emailing to a friend, adding to your favorites list, adding to a project and download as a PDF for easy printing.
  • You can now download product pages to print or save as PDFs with the Download PDF icon. For optimal performance, we recommend using this while in the Google Chrome™ browser.
  • At the bottom of the page, you'll also find related products and recently viewed products, to ensure you get everything you need for upcoming projects.
  • On our decorative hardware brand sites, you will see Complete Your Window at the bottom of the product page. This feature allows you to search other items you may need to complete your window solution including finials, brackets, rings, poles and accessories.


>> Back to Top

How do I use the My Projects and My Favorites features?

My Projects

My Projects allows you to create groups of products per client project. For each project, you'll be able to store products needed, room type, project notes, special instructions and important client information. You can print, create a PDF and/or share this project with your client with the option to show or hide pricing. Easily push any saved project to the cart to quickly place an order and clone projects for use with other clients. Click My Account in the top right corner of the site to access My Projects.

My Favorites

My Favorites allows you to save your favorite frequently ordered products into a quick reference list. From each list, you can add the items directly to your shopping cart per item or per list, as well as share the list via email. Click My Account in the top right corner of the site to access My Favorites.

>> Back to Top

I need an item in a color that I don't see in the catalog. Are other options available?

Yes, often we have or can make other colors or sizes of items. Please, email with your special order request.

>> Back to Top



Do you offer any discounts or large quantity breaks for buying in bulk?

Yes, we have price breaks which save you money the more you buy. If your project calls for significantly larger quantities than you see listed, please send an email to with the details.

>> Back to Top



How does the shopping cart work?

Just as in a physical store, your shopping cart holds items until you are ready to check out. From the shopping cart you can:

  • Proceed to check out
  • Continue shopping
  • Remove items

You can always get back to your cart by clicking the "Shopping Cart" icon found at the top right corner of the page.

Shop across all three brand sites with one convenient sign in, including Rowley and our family of decorative drapery hardware brands: AriA® Metal Hardware, Finestra® Wood Hardware and Finestra® Custom Decorative Hardware. Add items to your shopping cart from any of the brand sites and checkout only once. Easily access these brands by clicking the logos in the top left corner of the site.

>> Back to Top



I registered but forgot my password, what do I do?

If you have forgotten your password, click on Sign In and then click Forgot My Password. Fill out the form with the email address that you registered with and you will be sent an email with instructions on how to reset your password. Once you have successfully reset your password, for future use, check the Keep me signed in box before signing in to keep you logged in on your personal computers and mobile devices.

>> Back to Top



Are all my transactions secure and safe?

We are committed to making our website a safe and fun place to shop. Our credit card processor, Paya, provides and maintains the latest security SSL (Secure Socket Layer) technology for our site. Every transaction conducted is encrypted for privacy and we do not store credit card numbers.

>> Back to Top



Where is my merchandise shipped from?

All orders placed on the online store are fulfilled and shipped from one of Rowley Company's shipping points, either in Gastonia, NC or Dallas, TX.

>> Back to Top



How are shipping charges calculated?

FedEx rates are calculated based on package dimensions and weight and zone location. Surcharges apply on oversized and residential addresses. Orders shipped within the U.S.A that qualify will ship under our Flat Rate Shipping Program.

>> Back to Top



Can I ship via a carrier other than FedEx?

Yes, we will ship via other carriers, but due to pick up schedules, these orders may ship on the next business day. Please, call 1-800-343-4542 to request alternative shipping methods.

>> Back to Top



Can I use my FedEx account number?

Unfortunately, we can't ship your package using your FedEx account number when purchasing online. However, our Customer Experience Center can arrange to use your account number when ordering by phone. Please, call 1-800-343-4542.

>> Back to Top



Can I place international orders with shipping outside the US online?

Orders placed through the website can only be shipped to addresses in the US and Canada. If you require international shipping, please place your order by calling our Customer Experience Team. View our International Customers section for more details.

>> Back to Top



Do you ship to P.O. Boxes?

No, our freight carriers are unable to deliver packages to a P.O. Box.

>> Back to Top



Do you offer pick-up for local customers?

Not for online orders. Please download our Printable Order Form to fax in or call us at 1-800-343-4542 to place your order. If you fax or call your order in and are local or just passing through, we invite you to drop in and pick up your items. We like being able to put a face with a name.

>> Back to Top



Can I print off an Order Form online and fax in my order?

Yes, please click on the link below for an Order Form you can fax to us with your order.
Printable Order Form

>> Back to Top



Can I order oversized items online?

Lengths over 104" will ship via truck carrier, excluding orders shipping to Hawaii or Puerto Rico. Oversized items will show in the cart with an oversized icon. If any item from your order is over 104", the whole order will ship truck. For more details on shipping fees, view Flat Rate Shipping Program.

>> Back to Top

Where can I view Rowley's Privacy Policy?

Rowley's Security & Privacy Policy can be viewed online in detail at

>> Back to Top

What forms of payment are accepted for online purchases?

American Express, MasterCard, Visa and Discover are accepted and approved customers can also opt to use their Net 30 Day Billing Terms. Online orders paid by credit card are processed and charged at the time the order is submitted online.

Conveniently save credit card information for future orders. Opt to save a payment method during checkout or go to the My Payment Methods link under My Account to add, edit or delete payment methods.

>> Back to Top

Can I view my invoices online?

Yes, view orders and invoices from the past 6 months including balances, due dates and shipping tracking numbers with the ability to print.

>> Back to Top

What should I do if I’m having issues viewing the website?

There are many factors that can affect the performance and load speed of a website including connection, browser compatibility, traffic volume and more. First, we recommend viewing our website in the Google Chrome™browser for optimal performance. Also for best results, make sure you are always using the most up-to-date version of your browser. If you don’t have it set to update automatically, make sure you check periodically to ensure you’re running the most current software version.

Here are some helpful troubleshooting tips if a webpage is not fully loading or loads with an error:

  • Your browser may be cached. Try deleting all cookies and other browsing data, then revisiting the problematic webpage.
  • Check your browser to ensure JavaScript is enabled. If it is, check your security program's settings and make sure it is not blocking online JavaScript.
  • Test viewing from other browsers and devices, such as your mobile phone to see if you still experience the same issue.
  • Ensure you are using a high speed internet connection.

>> Back to Top

Where can I learn more about the new website?

To help you get more familiar with our new site, view the full list of features and benefits.

>> Back to Top