Frequently Asked Questions

If you do not see your question here, feel free to contact our team for more information.

Shipping

Do you ship to my country?

Comtrad ships product globally but most of our clients are located in North America.

Has my order shipped and how do I track my order?

You will receive an order shipped confirmation with tracking number.  For specific questions, you can contact our customer support team.

My order never arrived, or only part of my order arrived. What happened?

Confirm that every part of your order has shipped. If your order has a tracking number, contact the shipper to confirm your package’s location. If your order is classified as “delivered”, contact our customer service team.

Can you ship direct from your manufacturer to your customer?

We stock a large selection of standard items and products specifically for our customer’s unique application. We also ship product directly from overseas to our customers – depending on the unique requirement of the customer.

Ordering

Do I need an account to buy?

No. You can place COD orders, pay with Mastercard or Visa, or open a customer account to receive credit terms.

Is there a minimum quantity for purchases?

Smaller orders are best placed through our local distributors. If your local distributor does not carry the product you’re looking for, we can assist. Larger orders of custom products do have minimum order quantities (MOQs), but in many cases we can offer lower MOQs for trial orders. Please contact your local sales representative for a distributor in your area. If you are unsure of who your local sales representative is, please contact us directly.

What is the return policy?

Return Authorization Procedure

1)     Contact your Customer Care Representative

E-mailswilson@comtradsourcing.com or customercare@comtradsourcing.com

FAX: (905) 625-6798 OR (905) 625-0133

Tel:   US Toll Free: (866) 200-0564 or (905) 625-0564

x213 (Eastern USA)    x212 (Western USA and Canada)

2)      Obtain an RTA Number and a RETURN AUTHORIZATION FORM. Do not return any product to a COMTRAD warehouse unless it is authorized by COMTRAD with an RTA Number and a RETURN AUTHORIZATION FORM.

3)     Attach a copy of the original packing slip, invoice or purchase order of the products with the return.

Terms and Conditions for Returns

1) Products must be returned in their original packaging for credit.

2) Products must be returned within 10 days of the submission of the Return Authorization Form.

3) A 10% restocking fee will apply to all returned goods unless the return was the result of a COMTRAD error or product issue, and is agreed upon in advance.

4) Freight is the responsibility of the parties returning the products. For warranty returns, Comtrad will issue replacement parts free of charge and cover shipping costs associated with sending the new materials.

Product Information

Where are the installation instructions for CGS and KingSlide hardware products?

Installation Instructions for a given hardware product are available for download on the relevant product page of the Functional Hardware section. You can search by part number or use the category filters to find the product you’re looking for and the associated instructions in pdf format. If you don’t find what you’re looking for, contact us and we’ll be happy to help.

What is the tab distance of your long arm hinge?

The range is 3mm to 6mm

What is the standard set back for the baseplate of the long arm hinge?

The standard set-back for the baseplate of the long-arm hinge is 37mm

How do I achieve a full overlay?

To achieve a full overlay, use a full overlay hinge and calculate the baseplate thickness and the tab distance to achieve the desired overlay. Refer to the overlay chart for more information.

How do I achieve a half overlay?

To achieve a half overlay, use a half overlay hinge and calculate the baseplate thickness and the tab distance to achieve the desired overlay. Refer to the overlay chart for more information.

What is the difference between a half overlay and a 1/2” overlay?

Half overlay refers to the hinge overlaying half of the end panel, while 1/2” overlay is the measurement of the door overlaying the end panel or face frame.

How do I achieve an inset application?

Inset on a frameless design is achieved by moving the baseplate from the standard 37mm setback plus the thickness of the door. For example, if you are using a 19mm thick door you would set the baseplate back 37mm plus 19mm – for a total of 56mm.

What is the tab distance for short arm and compact hinges?

Compact hinges have a specific tab distance of 3mm. This is a single pivot hinge that has limited tab distance. The short arm hinge is different than the compact and is similar to the frameless hinge series that has a multi-pivot opening and closing mechanism. This hinge has a 3mm to 4mm tab range.

What is the diameter hole for the hinge cup and dowel distance for the CGS hinges?

The hinge cup hole is 35mm. The hinge can be doweled with 8mm dowels or for use with wood screws. The hinge cup dowel or wood screws have a 45mm hinge cup spread between the two.

How do I know what hinge and plate combination to use to achieve the overlay I want?

Refer to the overlay chart for more information.

What is the side clearance for these slides?

The side clearance of drawer slides varies by model. Most ball bearing slides have 13mm clearing per side, however some heavy duty ball bearing slides use a 19mm side clearance on both sides.

How do I mount cabinet members to the cabinet case at the back?

There are a few ways to mount ball bearing drawer sides, either with metal rear brackets or adjustable rear plastic brackets. For undermount slides, there are rear metal brackets as well as rear adjustable plastic brackets.

What size should I make the drawer box for FE DS both self-close and soft close?

Use the manufacturers specification for drawer construction.

What size should I make the drawer box for the undermount soft-close slide?

Use the manufacturers specification for drawer construction.

Can I buy direct from Comtrad? I only need 100 pairs of drawer slides.

Please send us your order request along with your contact information, location, e-mail and contact number.  A quote will be provided by our nearest distributor or one of our Comtrad Sales Representatives.

Custom Sourcing

Why should I custom source through Comtrad rather than doing it myself?

Comtrad has built relationships over the past 40 years with a network of trusted overseas vendors. In working with us, you gain access to a guaranteed level of quality and pricing that you could not achieve independently. We protect our customers from the financial risk of sourcing overseas by covering up-front costs and acting as quality assurance. We take the risk out of overseas sourcing.

What do you charge for your sourcing services?

The cost of our sourcing services are built into the final price of the product sold.

How long does custom sourcing take?

Timing depends on the type of item. In cases where we are sourcing a brand-new item that is being manufactured, the timing will be longer. In most other cases, customers should expect a timeline of 2 or 3 months.

Does Comtrad handle the shipping?

Yes! One of the benefits of working with us is that we take care of the shipping and logistics from overseas vendors on your behalf.