FAQs

Order changes or cancellations depend on how far along your order is in the production or fulfillment process. Please contact us as soon as possible, and we’ll do our best to accommodate your request.

Yes. We offer a trade program that includes a lifetime 20% discount for approved accounts. Simply fill out the application form—once submitted, a representative will review and either approve or deny the request based on eligibility.

Yes. You'll receive a confirmation email after placing your order, followed by a separate email with tracking details once your order ships. If you don’t receive either, please contact us directly and we’ll assist you.

For custom finishes or sizes, please visit sabaxter.com to explore our bespoke, made-to-order product line. These offerings are tailored to suit unique design needs beyond our standard collection.

All of our hardware is crafted from high-quality solid brass, chosen for its durability, weight, and refined finish. We use premium-grade materials to ensure each piece meets our standards for performance and design integrity.

Many of our finishes are living finishes and are meant to age with time and use. We use wax as a sealant to provisionally preserve our finish types. If you prefer to retain the finish color of your hardware as received, please apply an appropriate wax on a frequent basis. We prefer the use of a suitable carnauba based wax. Application frequency will depend on hardware usage and environment. The cessation of frequent wax application will result in the hardware developing a natural patina that makes every item we make one of a kind. A living finish develops a gentle patina and ages through regular use by reacting with the oils in your skin as well as the to the natural environment. Areas that have consistent and frequent contact will be become lighter and more polished, while areas that don’t have as much contact will mellow and potentially darken over time.

All polished finishes ARE NOT subject to wax application.

When cleaning is necessary always use a non-abrasive cloth and never use harsh chemicals, solvent-based products, or soaps.

To clean any hardware with a polished or burnished finish use a dry jewelers cloth. If spot cleaning is truly necessary, use a damp cloth. For hardware with all other finishes, use a dry, non-abrasive cloth.

Yes, our hardware can be used outdoors; however, exposure to the elements will naturally accelerate the aging process, altering the color, sheen, and texture over time. This patina is a characteristic of solid brass and part of its organic appeal.

In-stock items typically ship within 6 weeks. For out-of-stock or made-to-order items, the lead time is approximately 12 weeks.

Yes, we offer international shipping and can deliver to most locations worldwide. If you have specific shipping needs or questions about your destination, feel free to contact us directly.

While we don’t offer formal expedited production, we understand that timelines can be tight. If you have a specific deadline, contact us—we’ll do our best to accommodate your schedule whenever possible.

Once your order has shipped, you’ll receive an email with tracking information so you can follow its progress. If you don’t see it in your inbox, be sure to check your spam folder or reach out to us directly.

If your order arrives damaged, contact our team as soon as possible. We’ll assess the issue and guide you through the next steps to resolve it quickly.

We only accept returns for damaged items or if there is a hardware issue. Exchanges, however, are available and encouraged if you need a different item.

We do offer a 90-day return window for products marked as “SAMPLE.” These individual items must be unused, in original packaging, and include proof of purchase to be eligible. Orders with quantities greater than one are not eligible for return.

To start a return or exchange, contact us at hardware@sabaxter.com. Any items sent back without prior approval will not be accepted.

To begin a return or exchange, email us at hardware@sabaxter.com. A member of our team will guide you through the next steps and help ensure everything is handled properly.

Once your return is received and inspected, we’ll notify you of the approval status. If approved, your refund will be processed to your original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or credit card provider.

No, shipping charges are non-refundable. Refunds apply only to the product cost unless the return is due to a damaged or incorrect item.