JWL Hardware FAQ: Sizing, Shipping, Returns, Warranty and Trade

Customer Service

Measure the door height and the panel or stile the handle will sit on, then pick a length in proportion: wood handles come in 12 5/8″, 18 5/8″, 24 5/8″ and 30 5/8″; metal door handles are listed by overall length and centre-to-centre on each product page. Downloadable DWG, 3D and PDF spec sheets on every product page give exact hole spacing.

All thru-bolt and single-sided door handles, wood and metal, project 2″ (51 mm) from the door face. Back-to-back sets without backplates project 2″ (51 mm) per side; with backplates, 2 3/8″ (60 mm) per side including the backplate. Cabinet pulls project 1″ (25 mm).

Thru-bolt handles, wood and metal, fit doors 3/4″–2 1/4″ (19–57 mm) thick, which covers standard interior doors and panel-ready appliance doors. Back-to-back sets on wood or solid doors fit the same 3/4″–2 1/4″ range. Surface-mount barn door handles screw to the door face.

Back-to-back glass door handles, including U-shaped, towel-bar and offset sets, fit 3/8″ and 1/2″ (10–12 mm) tempered glass. Confirm hole size and spacing on the product page’s spec sheet before the glass is drilled, since holes cannot be added after tempering.

Stainless steel door handles, glass door handles, appliance handles and cabinet pulls all come in Brushed, Polished, Matte Black, Satin Brass PVD and White, so finishes match across a project. Wood handles come in Stained Oak, Oak Clear, Walnut and Uncoated. Free finish chip samples are available to trade offices.

Clean stainless steel with soap and warm water and a soft cloth; avoid abrasives and harsh cleaners, which scratch coated finishes. Stubborn marks on brushed stainless can be rubbed with a mild scouring pad along the grain. Wipe wood handles with a damp cloth and dry; coated wood can be touched up or refinished as needed.

In-stock orders dispatch in 1–3 workdays from Vancouver, BC. Shipping is free on orders over $500, and express delivery can be chosen at checkout. If an item is out of stock, JWL notifies you and you can wait or take a refund. JWL is not responsible for courier delays.

US orders ship DDP (Delivered Duty Paid), so any import duties are settled before delivery and the carrier does not bill the recipient for duties on arrival. Canadian orders are charged applicable Canadian sales tax. Contact [email protected] before ordering if you need a landed-cost estimate.

Unused items in original packaging can be returned within 30 days of delivery. Email [email protected] first, then ship the items back by a tracked method; return shipping is paid by the customer and original shipping charges are not refunded. Restocking fee: Canada – 20% on door and glass handles, 15% on cabinet pulls and knobs. United States – 25% on all items, reflecting the import duty JWL pays on every US shipment. Exchanges within 30 days: no fee in Canada; a 15% exchange fee in the US, because each border crossing carries duty. JWL errors and defects are refunded or replaced in full, shipping included. Custom and altered items cannot be returned. While the US tariff on Canadian-made wood products is in effect, wood handles shipped to the US are final sale except for defects; exchanges are possible with the tariff applied to the replacement. Free finish chips are available before you order.

JWL offers a limited lifetime residential warranty on materials and workmanship for the original purchaser in the original installation. Commercial installations are covered for 5 years (brushed stainless), 2 years (coated stainless) or 1 year (wood). Wear, improper installation and misuse are excluded. Full terms: jwlhome.com/warranty.

Designers, millworkers, glass installers, cabinet shops and showrooms can apply at jwlhome.com/wholesale-registration-page/ for a percentage off retail. Trade offices get free finish chip samples with shipping included, 50% off full-size cabinet pull samples, and a waived restocking fee on a first door handle sample order.

Wood handles can be made to custom lengths up to 36″ wide profile or 26″ narrow, with a 10-unit minimum, prepayment and a 3-week lead time. Custom wood finishes need 50 units and 6–8 weeks. Metal handles are not made in custom sizes; custom coatings are considered case by case. Custom orders are non-refundable.

Buying guide

How to choose
  • Solid or wood doors: thru-bolt or back-to-back handles, 3/4″–2 1/4″ (19–57 mm)
  • Glass doors: back-to-back sets for 3/8″ and 1/2″ (10–12 mm) tempered glass
  • Panel-ready appliances: thru-bolt wood or metal handles, 2″ projection
  • Cabinets: I, J or L pulls, 1″ projection
  • Still unsure: email [email protected] with door type and thickness

What’s on this page

Twelve questions and answers grouped as sizing and fit, finishes and care, shipping and returns, and trade, samples and custom orders. Product-specific questions are answered on each product page; warranty terms are at jwlhome.com/warranty.

This page answers the questions JWL Hardware receives most about its stainless steel and wood door handles and cabinet pulls: how to choose a length, projection from the door face, which door and glass thicknesses each mount fits, finishes and wood care, shipping times to Canada and the US, duties, the return policy, warranty, trade accounts, samples and custom lengths. It is written for homeowners, designers and installers. Orders ship from Vancouver, BC in 1–3 workdays when in stock.