Frequently Asked Questions
Grilles
- How do I measure my grilles? What size of grille do I need?
- How do I know if I need mounting holes or not?
- I do not see the size of grille required listed on the website? Do you make custom sizes?
- Do you make wall grilles?
- What are your grilles made of?
- Do your grilles have dampers or the ability to open and close?
- Do you manufacture ceiling grilles?
Shipping and lead times
- How long will it take to get my grilles?
- Do you ship orders overseas?
- How do I use my tracking number to follow my shipment?
- How is the shipping value calculated?
- Are there customs and brokerage charges for my order upon arrival?
Guarantee and Returns
Discounts
- If I am an architect or a contractor, are there trades discounts available?
- How does a discount code work and how can I use it if eligible?
Payment
- I purchased grilles and have not had my order confirmed?
- How do I pay for custom grilles that are not listed on the website?
- What currency do I pay for my kul grilles?
- My credit card does not seem to work in the check out page! What do I do?
Grilles
Q: How do I measure my grilles? How do I know what size of Grille I need?
A: In order to properly measure your grilles, it is critical to understand that it is the duct work opening that kul grille sizing is based on. If you measure the length and width of your duct opening (ex- 10x3) you would order a 10x3 kul grille. Our grilles are manufactured slightly undersized to ensure a proper friction fit and compensate for any duct work or floor opening craftsmanship variances.
The portion of the grille that inserts into the duct work is the “stack” which represents the order size.
The overall grille size will be larger due to the grille frame that extends 1” past the stack and rests on the floor or mounting surface. The frame is also 1” to cover rough openings for a clean final appearance.
Q: How do I know if I need mounting holes or not?
A: Our grilles come with the option of mounting holes. The mounting holes are counter sunk into the frame material so that once the mounting screw is installed into the mounting surface it is flush with the frame and clean in appearance. Mounting holes are required for a side wall application, typically not selected for a floor application unless the purchaser would like to secure the grille into the flooring surface.
Q: I do not see the size of grille required listed on the website? Do you make custom sizes?
A: Our standard grille sizes are listed on the website. If you require a grille that is not listed, it is a custom grille. We do have the capabilities at kul grilles to manufacture custom grilles to suit almost any specification however typically do not manufacture custom sized grille orders with a value of less than $1,000 due to manufacturing setup variances, administrative fees and customization. For more information regarding custom sized grilles please contact support@kulgrilles.com
Q: Do you make wall grilles?
A: We do manufacture wall grilles. They are the same product as our floor grilles but mounting holes are required for a wall application. It is important to understand that our grilles recess into the desired location by 1” in depth.
Q: What are your grilles made of?
A: Our kul grilles are made of high quality, extruded aluminum with mitered corners for a clean finished appearance.
Q: Do your grilles have dampers or the ability to open and close?
A: Unfortunately at this time, our grilles have fixed cores to maintain a minimalist appearance and do not adjust or move.
Q: Do you manufacture ceiling grilles?
A: Ceiling grilles are also the same type of product as the floor and wall application grilles. However, overhead mounting of larger grilles is not recommended for safety reasons, unless mounted into a ceiling joist. The purchaser is vulnerable to the risk of mounting screws not holding securely into a drywall surface overhead.
Shipping and lead times
Q: How long will it take to get my grilles?
A: Our standard lead times are as follows:
- Non -anodized grilles: 3-4 weeks for non stocked sizes. Grille sizes that are in stock (10x3 and 10x4 of most finishes) will ship within the same week as ordered.
- Anodized grilles: 4-6 weeks for non stocked sizes. Grille sizes that are in stock (10x3 and 10x4 of most finishes) will ship within the same week as ordered.
- Please expect 3-4 business days depending upon location of residence for you grilles to reach you once shipped and you receive your email notification of shipment that includes tracking information.
Q: Do you ship orders overseas?
A: We do ship overseas, please contact support@kulgrilles.com for an overseas shipment quote.
Q: How do I use my tracking number?
A: When you receive an email notification that your order has shipped, within the email you will be provided with a link to click on to see the shipment status of your order. In the event that the link does not properly work, Google UPS tracking and enter the tracking number provided in the shipment notification into the space provided on the UPS tracking website.
Q: How is the shipping value calculated?
A: The shipping is calculated based on the dollar value of the order, not the size and weight of the order.
Q: Are there customs and brokerage charges for my order upon arrival?
A: At kul grilles, our top priority is customer satisfaction. Custom and brokerage fees are looked after by us as we know how frustrating it can be to purchase a product, wait for delivery and then have to pay an additional fee upon receiving your product.
Guarantee and Returns
Q: What is your guarantee?
A: At kul, our top priority is a happy customer. Every kul grille is hand made with extreme care from the finest metals and quality inspected throughout the process to ensure the grille you purchased is everything you expected.
If you have any problems or questions about your order, contact us immediately by email: support@kulgrilles.com, on twitter: @kulgrilles or by phone at 1.866.613.7771
Q: What is your refund policy?
A: We take great care and pride in packaging our kul grilles but sometimes things happen outside of our control and product gets damaged in transit. In this case, we will be happy to replace your kul grille free of charge.
Once an item has shipped, order cancellation is not possible. As our grilles are made to order, we only stock inventory on very few sizes and finishes and restocking customer orders made in error is difficult given our business model. In some situations, we will restock certain sizes/finishes. However, a 20% restocking fee will apply. Please contact us if you have order issues by email: support@kulgrilles.com, on twitter: @kulgrilles or by phone at 1.866.613.7771 and we will endeavor to work with you to make your experience a kul one.
Our goal is to have excited and happy customers who thoroughly enjoyed the kulgrilles shopping experience!
Discounts
Q: If I am an architect or a contractor, are there trades discounts available?
A: Discounts are available for repeat customers, architects, contractor or distributors. For more information on obtaining a discount code for larger volumes, please contact support@kulgrilles.com for more information.
Q: How does a discount code work and how can I use it if eligible?
A: You will be emailed, or verbally receive your discount code which can be entered into the prompted section of the check out page on the website when placing your order. Discount codes are provided via dollar value, order percentage or from specific advertisement codes.
Payment
Q: I purchased grilles and have not had my order confirmed?
A: Orders are typically confirmed within minutes of the order being placed. It is quickly reviewed and approved to ensure all order details are correct. Once we have confirmed your order, you will receive a confirmation email notification. From time to time, based on the users email settings the notification can go to your junk mail. If you have not received a notification email, please check all mailboxes. If notification is still not obtained, please contact us at support@kulgrilles.com
Q: How do I pay for custom grilles not listed on the website?
A: If your custom size grille order is approved by kul grilles, payment can be arranged via telephone using a virtual payment terminal. We accept Visa and Master Card, for more information on virtual terminal ordering please contact support@kulgrilles.com
Q: What currency do I pay for my kul grilles?
A: All of our transactions are in US dollars. This includes product, shipping and handling fees.
Q: My credit card does not seem to work in the check out page, what do I do?
A: We accept Visa, Mastercard and American Express. If you have any issues processing your credit card, please contact us and we will do our best to help!
Your satisfaction is important to us and we at kul grilles want you to have the best customer service experience possible.
If you do not see the answer to any inquiries listed in the FAQ’s section, please contact kul grilles at:
support@kulgrilles.com or 1.866.613.7771