Frequently Asked Questions

We’re here to help. If you don’t find an answer to your question on this page, please contact your local Therma-Tru dealer. To find a store near you, visit our Find a Dealer page. You can also call us toll-free at 1-800-THERMA-TRU (800-843-7628), Monday–Friday, 8 a.m.–6 p.m. Eastern Time, or email us at customersupport@thermatru.com.


General     -     Finishing     -     Patio Doors     -     Warranties    -     Building Codes     -    

Tru-Defense™     -     Glass     -     Multi-Point Lock     -     Components


Warranties

Door Limited Warranty

What are the warranties on Therma-Tru door systems? The Therma-Tru warranties can be viewed on our Warranties page.

How can I tell how old my door is and which warranty applies? All Therma-Tru door systems have a date code on the top of the door and on the hinge side of the door.

I can't find a warranty applicable to the time period when I purchased my door system. What should I do? We have conveniently listed earlier limited warranties in our warranty library on the Warranties page. Select the year you purchased your product to view the limited warranty.

I feel I have a warranty claim. Who should I contact? To initiate a possible warranty claim, contact the dealer, builder or contractor who installed or sold the product. If that party is unknown or unreachable, call us toll-free at 1-800-THERMA-TRU (843-7628), Monday–Friday, 8 a.m.–6 p.m., or email us at customersupport@thermatru.com.

Do I have to contact the original dealer if I have a warranty issue? No. Any local Therma-Tru dealer can assist you with a possible warranty claim. Or you can call us toll-free at 1-800-THERMA-TRU (843-7628), Monday–Friday, 8 a.m.–6 p.m., or email us at customersupport@thermatru.com.

Do you have someone who can look at the issue I’m having with my Therma-Tru door system? To initiate a possible warranty claim, contact the dealer, builder or contractor who installed or sold the product. If that party is unknown or unreachable, call us toll-free at 1-800-THERMA-TRU (843-7628), Monday–Friday, 8 a.m.–6 p.m., or email us at customersupport@thermatru.com.

How can I tell if I have a Therma-Tru door system? The “Therma-Tru” name stamp is typically on many of the components, including hinges, multi-point locking system and weatherstrip, and a watermark is on the glass and select glass frames.

Why am I asked if there is foam or wood behind the handleset on my steel door system? Therma-Tru offers a wide variety of steel door systems. This distinction helps us to identify the door line, which allows us to properly identify the applicable limited warranty.

I purchased a door system a few months ago. I am just installing and finishing it now, three months later, do I still have a warranty? This would depend on the claim. For more information, call us toll-free at 1-800-THERMA-TRU (843-7628), Monday–Friday, 8 a.m.–6 p.m., or email us at customersupport@thermatru.com.

Is the Therma-Tru warranty transferable? No. The Therma-Tru limited warranty applies only to the original purchaser or first owner of the home.

I purchased my home from a builder. It was vacant for a year and never occupied. Do I still have a warranty? Yes. As long as you were the first to dwell in the home, you are considered the original homeowner.

The builder who built my house lived in it for under a year. Do I still have a warranty? Yes.

I purchased a Therma-Tru door system to install in my newly built home, but I do not have a receipt that shows proof of purchase. Do I still have a warranty? Yes, if you are the original homeowner of a newly constructed home. Should a warranty claim be filed, we will ask for a copy of the deed to your home, purchase agreement or owner occupancy paperwork to serve as proof of purchase.

I purchased a Therma-Tru door system to replace my original entry door, but I do not have a receipt that shows proof of purchase. Do I still have a warranty? Yes, if you are the original purchaser of your Therma-Tru door system. Should a warranty claim be filed, we will ask for a copy of the deed to your home, purchase agreement or owner occupancy paperwork to serve as proof of purchase.

What is a Letter of Occupancy or Certificate of Occupancy? This applies only to newly constructed residences, and is a document issued by a local government agency or building department certifying a building's compliance with applicable building codes and other laws, and indicating it to be in a condition suitable for occupancy.

If the property is commercial, will I qualify for the residential warranty? No. For clarification, see our Residential Limited Warranty.

Will Therma-Tru install or reimburse my labor costs to have replacement product(s) or component(s) installed if I have a qualifying warranty claim? No. Therma-Tru’s limited warranty excludes labor costs, including costs related to installation of replacement products. For more information, call us toll-free at 1-800-THERMA-TRU (843-7628), Monday–Friday, 8 a.m.–6 p.m. Eastern Time, or email us at customersupport@thermatru.com.

There is a bare-wood surface exposed on my door and it is weathering. Is this covered under your warranty? No. All bare-wood surfaces exposed on Therma-Tru products after receipt of the product should be primed and finished within several days (such as if the sides of a door are sanded or planed, or if hinge mortise pockets are machined, after priming the edge of the door). See our Finishing & Painting Recommendations for details.

I just received my door system and need to cut the height. Will I void the warranty? Yes.

If I do not finish the door, will I void the warranty? Yes.

Will I void the warranty if I put in a storm door? The use of a properly installed and properly vented storm door with a Therma-Tru door system will not void the door system’s limited warranty. However, Therma-Tru is not responsible for any failure of, or any damage caused to, the storm door or any damage caused to your Therma-Tru door as a result of the storm door.

Will I void the warranty if I put in a peep sight or mail slot? Therma-Tru door systems are warrantied against manufacturing defects. If you are installing a peep sight or mail slot, it must have a water-resistant inner sleeve to protect the core of the door. Refer to the peep sight or mail slot manufacturer’s instructions. Or call us toll-free at 1-800-THERMA-TRU (843-7628), Monday–Friday, 8 a.m.–6:00 p.m. Eastern Time, or email us at customersupport@thermatru.com.

Will I void the warranty if I put in a pet door? Therma-Tru door systems are warrantied against manufacturing defects. If you are installing a pet door it must have a water-resistant inner sleeve to protect the core of the door. Refer to the pet door manufacturer’s instructions. Or call us toll-free at 1-800-THERMA-TRU (843-7628), Monday–Friday, 8 a.m.–6:00 p.m. Eastern Time, or email us at customersupport@thermatru.com.

Will I void the warranty if I hang a window treatment on my door? Therma-Tru door systems are warrantied against manufacturing defects. We do not recommend drilling into the fiberglass door. However, if you choose to use an exterior window treatment, you will need to attach the window treatment with a pass-through bolt and a finish ring or washer.




Glass Limited Warranty

Will I void the warranty if I put in a peep sight or mail slot? For complete information on the limited warranty, visit our Warranties page or contact your dealer, builder or contractor who installed or sold the product. If that party is unknown or unreachable, call us toll-free at 1-800-THERMA-TRU (843-7628), Monday–Friday, 8 a.m.–6:00 p.m. Eastern Time, or email us at customersupport@thermatru.com.

Is broken or shattered glass in my door covered under warranty? Therma-Tru glass that is an insert to a Therma-Tru door system is warrantied against manufacturing defects. To initiate a possible warranty claim, contact the dealer, builder or contractor who installed or sold the product. If that party is unknown or unreachable, call us toll-free at 1-800-THERMA-TRU (843-7628), Monday–Friday, 8 a.m.–6:00 p.m. Eastern Time, or email us at customersupport@thermatru.com.

I have broken glass in my door from a break-in. Is it covered? No. However, you can contact your local Therma-Tru dealer for replacement product availability.

What is the warranty on the internal blinds in my door? For complete information on the limited warranty, visit our Warranties page or contact your dealer, builder or contractor who installed or sold the product. If that party is unknown or unreachable, call us toll-free at 1-800-THERMA-TRU (843-7628), Monday–Friday, 8 a.m.–6:00 p.m. Eastern Time, or email us at customersupport@thermatru.com.

Can I change out the glass in my door or sidelite without voiding the warranty? To maintain your limited warranty, the replacement glass must be offered in the same door line as your Therma-Tru door system. You can only use Classic-Craft glass in a Classic-Craft door. Your Therma-Tru limited warranty will remain applicable, as long as the glass is installed per Therma-Tru written instructions. See Doorlite Glass and Frame Replacement in the Repair and Replacement section of our Site Manual. For product availability, contact your local Therma-Tru dealer.

Does a new warranty term start when I receive replacement glass pursuant to the limited warranty? No. The original term that applied to the original glass insert continues to apply to the replacement glass insert. For example only: If the original glass insert was purchased with a door system in 2010 and that glass insert has a limited warranty term of 10 years, and the glass insert is replaced in 2019, then the replacement glass insert is covered by the glass limited warranty through 2020, the same as the original glass insert would have been.

Is my shattered glass covered by warranty? Therma-Tru glass that is an insert to a Therma-Tru Door System is warrantied against manufacturing defects. To initiate a possible warranty claim, please contact the builder, dealer or contractor who installed or sold the Door System. If that party is unknown or unreachable, contact Therma-Tru Customer Care Department at (800) 843-7628 Monday through Friday 8:00 a.m. – 6:00 p.m. or at customersupport@thermatru.com.




Components Limited Warranty

Do I have to pay shipping for a replacement part that is covered under warranty? Therma-Tru recommends contacting the local Therma-Tru dealer where you purchased your door system to find out their guidelines. Some dealers will charge for warrantied parts to ensure the defective part is returned to them. Once the part is returned, full credit may be provided.

Are my door bottom sweep and weatherstrip covered under warranty? The door bottom sweep and weatherstrip are warrantied against manufacturing defects, excluding normal wear and tear.

What is the warranty on the multi-point locking system (MPLS)? The MPLS is covered by Therma-Tru’s limited warranty for the same duration as the limited warranty on the door system and covers the mechanical and locking mechanisms only when it is part of a fiberglass door system, and excludes installations within five (5) miles of a body of salt water, the finish and MPLS installed in steel products.

What is the warranty on the multi-point locking system (MPLS) finish? The finish on an MPLS, which includes the door handle and lockset, is not warrantied. View our Residential Limited Warranty for details.

What is the warranty on the multi-point locking system (MPLS) in coastal areas? If the MPLS installation is within five (5) miles of a body of salt water, it is not warrantied. View our Residential Limited Warranty for details.

Are my hinges covered if they rust? No. The hinge finish is not warrantied. Furthermore, the mechanical mechanism on hinges is excluded from the limited warranty if the installation is within five (5) miles of a body of salt water.

My jambs are rotting. I am the original homeowner. Is this covered under the warranty? Rotting, splitting, warping, swelling or other adverse condition, of or attributed to or arising from a frame system is not covered under the Therma-Tru limited warranty unless the frame system is a genuine Therma-Tru rot-resistant component part. To initiate a possible warranty claim, contact the dealer, builder or contractor who installed or sold the product. If that party is unknown or unreachable, call us toll-free at 1-800-THERMA-TRU (843-7628), Monday–Friday, 8 a.m.–6 p.m. Eastern Time, or email us at customersupport@thermatru.com.

What is the warranty on my factory applied finish? Therma-Tru does not offer a factory finished door system and therefore does not warranty the finish. If you purchased a pre-finished door system, contact your dealer or distributor for information about the warranty they may have provided.

What is the warranty on the Therma-Tru Same-Day Stain kit? The Therma-Tru Same-Day Stain kit offers a 5-year limited warranty. Visit our Warranties page for details.


Energy Star Partner
#ThermaTru ©2015 Therma-Tru Corp. | All rights reserved.