Customer Service

Frequently Asked Questions

1. Customer Service

What are the lead times?

Order fulfillment for Robern products generally takes about 3 -5 weeks.  Contact your local showroom for specific lead time.

Can you help me troubleshoot my Robern product?

Installation Instructions specific to your Robern product contain helpful information to troubleshoot operational issues. Should the troubleshooting information in the document prove not to be helpful, please contact our Customer Service Department.

Can I perform basic care and maintenance or simple repairs myself?

Most care and maintenance and simple replacement or repair of components can be performed by a homeowner. Proper maintenance is an important factor in maintaining warranty coverage and ensuring your product functions to its full potential. Our Installation Instructions provide step-by-step instructions on how to install. For repairs not covered in one of these guides, contact an experienced contractor or submit an Online Service Request to see if we can assist.  A Customer Service Representative will contact you within two business days to discuss.

What if my product is not operating smoothly anymore?

Locate the Installation Instructions for your product. Each of these documents will provide useful information to ensure smooth operation.

Can I check the status of my order?

Please contact your local showroom for assistance with your order. Should you still need assistance, please contact the Customer Service Department.

How do I know if my product is a Robern product?

Please refer to our Identification Guide to assist with proper identification.

How do I determine my rough opening?

The rough opening is the opening in the wall where a product is to be installed. If you are installing one product, please refer to your Installation Guide.  When installing two or more products together, rough opening width equals total width of all products minus 3/4”.

How should I correctly measure for a replacement product?

Measuring information is included within each of our Installation Instructions. Please Find a Showroom to specify the appropriate product for your application.

Can I purchase products in special sizes?

Each product has standard sizing and most product lines have modular capabilities. Find a Showroom to assist with finding the right size for your particular project or Request an Appointment.

How do I submit additional questions?

To submit a product service request or question, a parts request or question, a request for a warranty-related issue or to connect with a Customer Service Representative for another type of concern, please use the Contact Us page to send an email or speak with a Representative during normal business hours.

Can you send me or can I download a catalog?

Please download catalogs here.  Please contact us if you are unable to find the catalog you are looking for.

How can I request an Architectural Binder?

Architects, designer professionals and builders may email a request to contactus@robern.com. Please be as specific as possible related to product interest and include your name, physical shipping address and phone number. Your request will be processed within three (3) business days. Please expect a reasonable amount of time for shipment of approved requests.

How can I request a product sample?

Please visit your local showroom to inquire about samples. 

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2. Purchase Considerations

Are your products made in the USA?

Robern products are designed and assembled in Bristol, Pennsylvania.

Why should I choose Robern products?

Please refer to: Why Robern.

Do you offer products that are ADA (American Disabilities Act) compliant?

Robern offers products that are ADA compliant. Find a Showroom to discuss ADA compliant products to meet your needs.

How do I find the best product for my home?

For information on finding the best products for your home, please see Help Me Choose. This guided process will help to narrow down products to help provide a solution that is right for you.

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3. Orders, Shipping & Returns

Can I return products?

As Robern does not sell direct, please contact your local showroom from whom you purchased the product for information on their return policy. Dealers and Distributors, reference our Return Policy.

Where can I buy Robern products and can I buy direct?

Robern is a manufacturer and sells through various independent and national retailers. Please visit Find a Showroom to assist with your particular product interest.  If you are a dealer that wants to sell Robern products, use the Contact Us form and indicate you want to become a dealer (provide specifics).

How do I order replacement parts?

Our Customer Service Department can offer assistance. Please refer to our Identification Guide. If your product has a serial number located on a sticker on the inside of your product, provide this information to aid in identifying the correct part. If there is no serial number on your product, uploading pictures can be helpful with identification. 

Can I order and install replacement parts myself?

Please submit a request on Contact Us to order replacement parts. A Customer Service Representative will contact your within two business days to discuss warranty coverage and assistance they can provide. Review your applicable warranty for coverage details.

What is the warranty on Robern products?

Every Robern product comes with a one (1) year limited warranty from the date of delivery. Moving components, such as door hinges and opening devices, comes with a limited lifetime warranty for the original owner.

How will my product ship and be delivered?

Contact your local showroom from whom you purchased the product for information on shipping and delivery options.

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4. Product Care

How do I care for my Robern product?

Do not store items in the cabinet area directly behind the hinge as damage may occur to cabinet or items.

What is the best method for cleaning?

A soft cloth dampened with water.

What is the proper way to clean a glass sink?

A soft cloth dampened with water.

What if my door comes out of alignment?

Periodic inspection and tightening of the hinge screws is recommended.

 

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5. Product Related

How can I find the rough opening when connecting/ganging multiple products?

Please refer to the Installation Instructions for your particular product.

I have a Robern product, but cannot find on the website. What do I do next?

Please contact Customer Service to see what options are available.

How do I determine the replacement bulb needed for my fixture?

The Bulb Order Form will guide you through the ordering process.

Is your product ETL/UL approved?

Please visit our Technical Documentation section for certification.

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Customer Service