Frequently Asked Questions
How long is the turnaround time for my Shutters?
From the moment your confirm your order with us and when a deposit is paid, we guarantee your products in as little as 5 weeks.
*All specialty shapes and stain colored orders will take an extra week for production time.
Can I visit your store to look at your products?
Yes, of course! We gladly welcome anyone who is interested in our products to come check out our showroom. We know all window covering products are an investment and we want to be sure you’re fully satisfied with our product. (Although, we can assure that you won’t be disappointed!) Please feel free to stop by to view our showroom and all the different types of products we have to offer first hand.
*We recommend calling in to set up an appointment so that we can ensure one of our well-trained staff members is here to walk you through all products and address any questions you might have.
What if my product comes damaged?
While our factory does a fantastic job minimizing the chances of production error, there is always the rare occasion that something might come damaged during transit or due to the cause of manufacturing defect. All ONYX products are covered by our 5 year warranty and as long as we receive pictures of the error within a reasonable time frame, we can get a re-make going right away at no cost to you.
*Lead time for all re-makes fall between 3-4 weeks.
Where are your Shutters manufactured?
Our factory is located overseas in China. We use top quality material for our wood and polyvinyl range of shutters, high quality paint and stain for all finishes and we invest in the all around best manufacturing machinery so that your orders are produced at the highest quality.
How do I set up an account if I'm a dealer?
We gladly welcome any company to look into starting a new partnership with us here at ONYX. Simply, shoot us an email or give us a call and we can get in touch to set up a time for our sales representatives to meet with you. We also have our application forms available for you to fill out online.
When do surcharges apply to my order?
Surcharges are included in all specialty orders such as French Doors, By-Pass Shutters, Arch, Sunbursts etc. There is a flat surcharge price for these specialties, no matter the size of your shutter. Surcharges are also applied to hidden tilt, double hung, and custom colored shutters.
What if I feel hesitant about how my Shutters will look?
Our manufacturing team works hard to ensure that everything you order is everything you want. No order goes into production without a detailed CAD diagram being sent for approval first. If you feel hesitant about your order and need to visualize it prior to production-we are more than happy to send you a final drawing of your order. As promised, everything made through us is controlled by you (the customer) so we won’t begin production on any order until you feel comfortable with how it looks!
How much will delivery cost me?
We have great relationships with multiple third party trucking companies whom we have been working with for many years. No matter where you’re located — we guarantee to find you a price that you won’t be able to say no to.
How difficult is it to maintain my Shutters?
Out of all window coverings available, shutters are the easiest and least costly to maintain. They don’t accumulate dust over time so you never have to worry about dirt or buildup getting in the way. When you see that it’s time for a quick clean, simply take a feather duster or damp cloth and gently wipe the surface.
Can I check my order's status?
Of course! Our manufacturing team provides us with detailed ETAs every week and our customer service team is more than happy to give you updates if you wish to call in and ask. In addition, we send out pre-arrival text messages and emails to every customer just so you can be notified ~1 week before your product arrives at our warehouse.
Are you the manufacturer?
Yes. Unlike most companies who claim that they are the manufacturer, we stay true to this statement. We work directly with our factory so when there’s any updates to your order — we’ll be the first to know. If any changes need to be made to your already existing order, we talk to them directly to ensure that all information gets relayed in a timely and efficient manner. We don’t go through a third party — we are the manufacturer and we oversee everything that happens during the production process.
Do you carry samples that I can show to my customer?
Now, what kind of business would we be if we didn’t have samples available for your reference? We carry full sample bags filled with everything you need. This includes all our paint and stain colors, all frame options, all hinge colors, all slat sizes (in both the wood and vinyl material) and two hand-held shutter samples for your convenience. These Shutter sample bags can be purchased at a small price.
Additionally, we have sample books of all our blinds, dual shades and roller shades material also available for your reference. Please call and ask to speak with one of our representatives if you are interested in receiving samples from us.
What if I want a custom color for my Shutters?
We gladly welcome custom colors! All we require from you is a physical color sample of your desired color. From there, we mail it to our manufacturing team who then does a color match. Then, we send you the final color sample for your approval (just to ensure that you like what you see). As always, nothing goes into production until we get your approval.
*Please advise that there is a custom color match fee that will be applied.
*Orders with custom color will take about a week longer to manufacture.