FAQ

We’ve put together some of the most commonly asked questions from our customers… and we thought they might help you too!

FAQ: Help with Parts & Ordering

How do I know which part I need for my door or window?

The safest way is to remove your existing part and compare its measurements to the sizes listed on our product page.
Use the photos and diagrams as a guide to match the shape and fixing style as well.
If you are unsure, you can send us clear photos and measurements and we will help identify the correct replacement.

Many rollers, guides, seals and basic hardware can be installed by a confident home handyman using standard tools.
However, locks, complex hardware and very heavy doors may be better handled by a qualified tradesperson if you are unsure.
If you are not confident, it is always safer to get help.

In many cases, stiff or noisy sliding doors are caused by worn rollers, especially if the wheels are flat, cracked or rusty.
It is also important to check and clean the track and look for dents or heavy wear.
If the track is badly damaged, you may need to replace both the rollers and the track for the best result.

Good-quality rollers typically last around five to fifteen years, depending on the weight of the door, how often it is used, the condition of the track and whether it is in a coastal or harsh environment.
Choosing the right material for your conditions can help maximise the lifespan.

Measure the overall height and width of the part, plus any important details such as wheel diameter, wheel thickness and fixing hole positions.
Use a ruler or calipers for more accuracy.
If you cannot remove the part fully, take detailed photos from different angles and we can often identify it visually.

You should measure the overall height and width of the roller housing.
Measure the wheel diameter and wheel thickness.
Take note of how the roller mounts into the door or window, including any fixing holes or clips.
These measurements can then be compared directly to the size diagram on each roller product page.

Most DIY replacements can be done with common tools such as screwdrivers, a drill, a tape measure and sometimes a rubber mallet.
Track replacements may require cutting tools so you can trim the new track to length.
Always follow safety precautions and ask a professional for help if you are unsure.

Yes, we offer free part matching support.
Send us clear photos from a few angles plus any measurements you can get.
We will compare your part to our range and recommend the closest or exact replacement.
The more detail you provide, the easier it is for us to match it.

Parts can look almost identical, but even a small difference in size can affect how well they fit or operate.
We always recommend choosing based on measurements, not just appearance.
If your measurements are close but not exact, contact us and we will confirm whether it is suitable or suggest a better option.

Not all of our stock is online yet and we are always adding new products.
If you cannot find what you need, send us clear photos and any measurements and we will check our stock and suppliers.
In many cases we can suggest a suitable alternative or order in what you need.

Yes, we specialise in hard to find and discontinued parts that have been used in Australia over the last few decades.
In many cases we have either the original component or a modern equivalent that will work in the same system.
If you cannot see it on the website, send us photos and we will check our range for you.

Many of our parts suit popular Australian brands and systems.
Check the “Brands” information on each product page for known compatibility.
If your brand is not listed, send us photos of your existing part and we will check if one of our products is suitable.

We stock a mix of genuine manufacturer parts and high quality aftermarket replacements.
Each product page clearly states whether it is a genuine or aftermarket item so you know exactly what you are buying.
Where suitable, aftermarket options often offer excellent value while still performing reliably.

Nylon wheels run smoothly and quietly and suit most residential doors and windows.
Steel wheels are stronger and better for very heavy doors but can be a bit noisier.
Stainless steel wheels are ideal for coastal or high moisture areas because they resist rust and corrosion much better than standard steel.

For coastal or high moisture locations, we recommend stainless steel or specifically labelled coastal grade components.
These are much more resistant to rust and corrosion than standard steel parts.
If you are unsure which products are best, ask us for advice based on your location and door type.

Yes, we stock a wide range of top and bottom tracks, including replacement extrusions and coastal grade stainless steel options.
Many tracks have matching rollers designed to work together for smoother operation and longer life.

Yes, for many systems we offer hardware kits that include matching components and fixings.
Kits make it easier to get everything you need in one go and help ensure all parts are compatible.
They can also save time compared to sourcing individual pieces separately.

Many product pages include diagrams or downloadable instructions.
If a particular item does not have instructions visible, you can contact us and we will do our best to provide guidance, tips or links to helpful resources.

Yes, we offer trade pricing for builders, glaziers, carpenters, locksmiths, property managers and other regular buyers.
Contact us to discuss setting up a trade account or pricing for larger or ongoing orders.

Most orders leave our warehouse on the same or next business day. At checkout you can choose standard or express shipping options depending on how quickly you need your parts. Shipping times vary by location, but we always aim to get your order out as fast as possible.

If you order the wrong part, you can usually return or exchange it as long as it is unused and in original condition.
Refer to our returns policy on the website for full details, or contact us and we will help arrange the next steps.
If you are unsure before purchasing, ask us first and we can help minimise mistakes.

FAQ: Shipping

How quickly will my order be shipped?

If your item is in stock, orders are typically dispatched the next business day, excluding weekends and public holidays.

Yes. Rollerco ships standard size items internationally to selected regions including New Zealand, Asia Pacific, Canada, the UK, Europe, Sweden, and Saudi Arabia.
If you don’t see your region listed, or it’s not displaying in the checkout, please get in touch with us.

Shipping costs are based on item size and destination:

  • Australia (standard items): $18.70 flat rate
  • Australia (oversized items): $60.50 flat rate
  • International (standard items): Flat rates apply depending on region

Oversized items are not eligible for international flat-rate shipping unless otherwise quoted.

Oversized items include products such as:

  • Door and window tracks
  • Flyscreen frames and risers
  • Mesh rolls
  • Long capping tracks and glazing beads

These items require special handling and packaging.

If your order includes an oversized item, the oversized shipping rate will apply to the entire order.

Yes. Free local pickup is available from our workshop in Holden Hill, South Australia 5088.
You’ll receive an email when your order is ready.

Yes. All shipped orders include tracking details, which are emailed to you once your order has been dispatched.

Get in touch with us as soon as you can with any changes to your order.
If we haven’t packed or shipped your order, then we can often change it for you.
Usually, due to fast order processing, changes or cancellations cannot be made once your order has entered dispatch.

International shipping charges do not include customs duties, taxes, or import fees.
Any additional charges are the responsibility of the recipient.

First, check your tracking information using the link provided in your dispatch email.
If there’s no movement or a delay, contact the shipping carrier, then reach out to us with your name and order number so we can assist.

FAQ: Returns and Refunds

What is ROLLERCO’s returns and refunds policy?

ROLLERCO accepts returns on eligible items within 30 days of the original purchase date.
Items must be unused, unopened, and in original condition.
Our full Refund Policy outlines all conditions, exclusions, and special order terms.

You can request a return within 30 days of the original purchase date.
Returns requested after this period are not accepted.

Returned items must:

  • Be unused and unopened
  • Be in original condition and packaging
  • Include your order number or proof of purchase

Returns and refunds are not offered for:

  • Cut, altered, opened, damaged, or partially used items
  • Items returned outside the 30-day return window
  • Shipping or postage costs
  • Special order or made-to-order items (unless approved by the supplier)

To begin a return, contact ROLLERCO with your full name, order number, and a brief description of the issue.
If approved, you will receive instructions on how to return your item.

No restocking fees apply to standard, in-stock items returned in original condition.
Supplier restocking fees may apply to special order or made-to-order items and will be deducted from any approved refund.

Refunds apply to the product cost only, not shipping. Items must be returned complete and undamaged.
Partial refunds may be offered for damaged or incomplete returns at the discretion of ROLLERCO.
Refunds are issued via the original payment method.

Once your return is received and approved, refunds are typically processed within a few business days.
Processing times may vary depending on your bank or payment provider.

Special order and made-to-order items do not automatically qualify for a return or refund.
Any return consideration depends on the supplier’s policy.
Please contact ROLLERCO before returning any special order item so we can advise you on the correct process.

If your order arrives damaged in transit, contact ROLLERCO as soon as possible with clear photos of the damage and your name and order number.
All transit damage claims are assessed individually.

If the wrong item is ordered, it may still be eligible for return provided it meets our return conditions.
Return shipping costs remain the customer’s responsibility.
If you are unsure which product you need, contact ROLLERCO before placing your order.

ROLLERCO supplies products from various manufacturers.
Warranty claims are handled directly with the manufacturer, though we are happy to assist if needed.

No. ROLLERCO focuses on supplying quality parts and hardware and does not offer installation or repair services.

Absolutely!
The ROLLERCO team has extensive experience with window, door, and screen hardware and can help guide you before purchasing.
Choosing the right part upfront helps avoid delays and unnecessary returns.