Cancellations: Once we send an acknowledgment with a final order number (ie 123456), your order has been sent to our warehouse for fulfillment. It should arrive with the next merchandise truckload. If the order for regular non special order products can be caught before it has been processed by our supplier or pulled and packed by our warehouse, there is no Cancellation or Restocking Charge and all freight charges are also refunded. Certain items may be subject to a store credit as listed in our Return Policy.
Speed is important, do not email customer service or wait to telephone us. Click for our online cancellation form.
Returns: After an order is packed and shipped it is a return. We ship on multiple UPS and USPS trucks daily. Customer Service receives tracking numbers on most shipments after the end of every day and emails are automatically sent to all customers later that day or during the next business day with valid email addresses. If our suppliers drop ship it may take a few additional days to receive the tracking information.
Refused shipments will be charged the full 2 way freight charges. Click for our return policy
Processing Time: With over 100,000 items, Hardware and Tools buys and ships from multiple suppliers with warehouses located nationwide. Normal shelf quantities are based on the following schedule. Quantity orders may take longer. Orders placed are processed 24 hours a day, seven days a week. Products leave our Virginia warehouse Monday through Friday on multiple trucks daily. Products are pulled for our orders either in our warehouse or by our suppliers daily. Cross country trucks operate 7 days a week, except during certain holidays and holiday weekends. About 75% of our orders are for Rapid Ship Items. Orders placed daily by 8 PM Eastern Time, 5 PM Pacific, are in packing by Noon the following weekday. Freight Saver or Free orders take an extra day or two. Our Alternate Warehouse Items do take a few extra days. Special Order Items take a week or two to arrive at our warehouse.
One Day Shipping, Two Day Shipping and Back Orders for rapid ship items are shipped first and usually go out the day after they are ordered. If our orders arrive too late to catch shipment that day, they are packed and shipped on the following morning.
UPS Ground and USPS and UPS Orders are shipped next and
Freight Saver or Freight Free Orders are shipped later.
Orders calling for shipment from more than one warehouse are consolidated and take a few extra days. Orders placed during holiday periods are often delayed as trucks do not pick up and deliver on their normal schedule.
All orders are acknowledged via email to the email address you provide. An initial reference or cart number is given at checkout. You may look it up through the My Account link if you are a registered user. A fulfillment order number is sent as the order goes to our fulfillment warehouse. This order number (ie 123456) should be referred to on all inquiries.
