Add to Favorites
Your company account is blocked and you cannot place orders. If you have questions, please contact your company administrator.

Frequently Asked Questions



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.
  • Any COD orders will be charged a minimum $14.00 fee in addition to freight charges. To avoid the COD fee, faxed checks are 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



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, all orders placed before 3pm ET using FedEx will ship out the same day. The only exception may be batting, which requires compression to meet shipping guidelines. For same day shipping on batting, please place orders before 2pm. During the checkout process, you will be given the lead time for your order based on all the items in your cart.

All 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



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.

>> 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.

>> 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

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



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 Las Vegas, NV. Except for Finestra Custom Hardware, which is fulfilled and shipped from our Dallas, TX location.

>> Back to Top



How are shipping charges calculated?

FedEx rates are calculated based on package dimensions and weight and zone location.  Surcharges may apply on oversized and residential addresses.

>> 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



How much is shipping/handling for international (shipped outside US) orders?

You may be subject to import duties and taxes, which are levied once the package reaches your country. Additional charges for customs clearance must be paid by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information. Additionally, when ordering merchandise, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.

>> 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?

Yes, items over 108" in length are considered oversized and can be ordered online to ship via truck carrier. Oversized items will show in the cart with an oversized icon.
If any item from your order is oversized, the whole order will ship truck.

>> 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.

>> 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.

>> Back to Top