Every custom closet company serving Baltimore offers a free in-home design consultation, a lifetime warranty of some kind, and a sale that seems to never end. The differences live in the details, and you only find them by asking. Here are the twelve questions we tell homeowners to ask before signing anything.
1. What is the panel made of, and how thick is it?
Most systems use 3/4-inch particleboard with a thermally fused laminate (TFL) surface. Ask whether the core is industrial grade or furniture grade, and whether the laminate is thermally fused or cold-pressed (thermally fused is more durable). Lower-priced systems sometimes use 5/8-inch panels, which sag under long shelf spans. Wood veneer over MDF is the luxury option.
2. Wall-hung or floor-based?
Wall-hung systems mount to a rail on the wall and float above the floor. They cost less and are easier to clean under. Floor-based systems sit on the floor like furniture, carry more weight, and are required for islands and tall towers. Some companies default to one or the other, so ask which you are being quoted.
3. Are the drawers full-extension with soft-close?
Drawer glides are where budget systems cut corners. Full-extension, soft-close glides rated for 75 pounds or more should be standard on anything above the entry tier. Ask to see the drawer box construction too: dovetailed wood or metal-sided boxes outlast stapled particleboard.
4. Who measures, who designs, who installs?
In the best companies, the designer measures on site, designs from those measurements, and the installers are employees rather than day-rate subcontractors. Ask whether the person in your home will be the one responsible if a panel is cut wrong.
5. Is the warranty transferable?
Both major national franchises offer limited lifetime warranties that apply to the original owner only and are not transferable at sale. Some local manufacturers offer transferable warranties, which matters if you plan to sell within five years. Ask for the warranty in writing, and ask what is excluded (lighting, moving parts and installation are commonly limited to one year).
6. Will you remove my old shelving and repair the walls?
Most companies will remove builder wire shelving for a fee. Almost none patch and paint the anchor holes. If your walls will show after the install, budget for a painter or ask the designer to specify back panels that cover the wall.
7. What is the real price without the promotion?
If a company advertises 40 percent off every month of the year, the discount is the price. Ask for the price per linear foot or per closet after the discount and compare that number across companies. A Closets by Design franchise agreement filed in 2026 shows an average sale of about $5,700, which is a useful sanity check for a multi-room quote.
8. What is the deposit, and when is the balance due?
Standard is 50 percent at signing and 50 percent at installation. Be cautious with companies that want more than half up front, and get the payment terms on the contract.
9. How long until installation, and how long does installation take?
Expect two to eight weeks between signing and installation depending on the season, and one day for most walk-ins. Wood veneer and custom millwork run longer. Ask what happens if a part arrives damaged.
10. Can I see a job you completed in my neighborhood?
Any established company has installs in Towson, Roland Park, Ellicott City or Annapolis. Ask for two references or a nearby project photo. Houzz and Google reviews with photos are the fastest check.
11. Is lighting included, and who does the electrical?
LED strip lighting is the most-requested upgrade in the industry right now. Plug-in and battery systems need no electrician. Hardwired lighting needs a licensed Maryland electrician, which the closet company may or may not coordinate.
12. What if I want to change the design after signing?
Ask about the change policy and the cutoff date before manufacturing. Good companies allow revisions until the order releases to production, usually a few days after signing.