Knowledge Base


Common Questions

Welcome to the TMS-Menagerie Knowledge Base.


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Creating an Account

In order to purchase products, create and save projects, utilize coupons, and access support you must Create an account with TMS-Menagerie. Doing so is quick and simple. In doing so, you are able to:

  • Buy online direct from the manufacturer

  • Customize products via guided configurators

  • Create and save multiple projects

  • Gain access to coupons and exclusive offers

  • Track orders and shipments

Additionally, resellers who register gain access to the following additional benefits:

  • Wholesale pricing

  • Earned Rewards on every purchase

  • Priority Support

Tax-Exempt Orders

Only resellers who register and provide their Tax ID number are able to place tax-exempt orders. For more information, pleae review our Payment Policies.

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If you have forgotten your password, please use our Password Reset Tool. Support cannot look up or provide your password to you. If you do not receive an email when attempting to reset your password, you may not have an account. In this case, please Create an Account.

Support Tickets

Only registered users can create a support ticket. If you're already registered, you should log in and then submit a new support ticket.

Order Tracking

Upon submitting an order, you will receive an Order Confirmation email. When your order ships, you'll receive another email with tracking information. Please keep an eye on your inbox for these details.



Support Hours

At Menagerie, we're here to assist when needed. Please use the information below to reach out if our Knowledge Base does not answer your questions.

Sales Support

Questions about Menagerie products? Reach out to us via our contact form or call us at our number below.

+1 (407) 339-4768

Mon-Fri 8am to 5pm EST

1356 Bennett Dr, Longwood, FL 32750

Live Chat

For the fastest service, please use the Live Chat found in the bottom right corner of our website. We are available on Live Chat Mon-Fri 8am to 5pm EST.



Traverse Rod Installation Instructions

Important Notices:

Professional Installation Recommended

It is recommended that a Professional Installer mount your traverse rod.

Important Notice

The following information are guidelines and exact installation requirements may be different based upon your unique installation needs.

Step 1 Install Brackets

Menagerie provides wall anchors and screws with colored coordinated ends to blend with your brackets. These screws and anchors are designed to mount your traverse rod to a drywall surface. If you are mounting your traverse rod to any other surface, please consult a professional for the correct hardware to use.

Determine the placement of end brackets based on the rod length. In most cases you will mount brackets outside the window frame and a minimum of 2.5” to the inside of the end of the traverse rod on each side.

All brackets have a “ceiling bracket” attached to them that is crucial for the installation of your traverse rod.

TIP: Make sure your End Brackets and Center Support Brackets are level.

Step 2 Adjust Bracket Projection

Loosen the Ceiling Bracket to slide the mounting position forward or back as needed. Tighten this screw once you adjust the projection.

Step 3 Attach Traverse Rod to Brackets

Step 3A Insert the Ceiling Clip

Insert the ceiling clip into the leading edge of the Traverse Track.

Step 3B Lock In the Ceiling Clip

Next lower the ceiling bracket into position over the back lip of the Track and rotate the latch on the ceiling bracket over the back lip.



Other Products

Professional Installation Recommended

For other products, it is recommended that you utilize a Professional Installer to mount your rod. Please reach out to us if you have questions about seeking professional installation.



Warranty Against Damange

In the event that you receive a damaged order/product please log into your account on our website and submit a new support ticket specifying damage. A picture of damage is required to be submitted. Someone from our Customer Service team will get back to you regarding the damage and the reshipment of your order/product(s). Please do not discard any of the packaging until your Damage Claim has been processed.

IMPORTANT: Damage Claims must be submitted within 10 days of order receipt if your order was delivered by FedEx and within 24 hours of order receipt if delivery made by Freight Truck.



Reqeusting a Replacement

If you receive an incorrect item or finish from what you ordered, log into your account on our website and submit a new support ticket referencing the issue with your order and include a photo. Someone from our Customer Service team will get back to you with an RA number and label for the wrong product return, as well as to confirm with you that we will be shipping out correct product(s).



Returning a Product

Change your mind on a non-custom product? No Problem. Log into your account on our website and submit a new support ticket referencing that you would like to return your order. Someone from our Customer Service Team will get back to you with approval and an RA number that must be noted on the return when it is received by Menagerie – an RA number is necessary to link the return to your account. Return requests must be requested within 14 days of order receipt for return approval to be given. All products being returned must be in original packaging and received back undamaged for credit to be issued. Returns must be received by Menagerie within 30 days of the original shipment delivery date. Please note that returns are subject to a 25% Restock Fee. For resellers only: returning products will deduct from your loyalty points accordingly.

IMPORTANT: All custom products, including custom cut poles, are non-returnable for any reason other than manufacturer error.



Payment Policy

For more information about our policies on payments, discounts, and coupons, and tax-exempt status, please visit our Payment Policies page.



Shipping Policy

For more information about our policies shipping, please visit our Shipping Policies page.

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