Frequently Asked Questions

HardwareAndTools.com is very different from the traditional "Hardware Store." Every visitor has the ability to buy at "cost plus" pricing. We supply full access to our own warehouse and much more. In 1995 our owners created DoItYourself.com and grew it into "The Internet's Leading Home Improvement Community and Website."

HardwareAndTools.com is a reliable place to buy everything needed for home and business maintenance. We carry 5 to 10 times the number of hardware products big box chain stores carry. We "Welcome You. . . and Save You Time and Money."

Do I Need to Log In to See Quantity Pricing?

NO! Unlike other wholesalers and buying clubs, you can view HardwareAndTools.com freely. You can view, place orders and see individual and quantity prices. You can also calculate the shipping charge for any quantity of any item right from the shipping tab on every item page. When you checkout we automatically combine all qualified items for freight saver allowances. We must have a valid email address and phone number at checkout for contact purposes. We need your name and address for billing and shipping. We hold all information confidential, therefore you must Log In to order. Logging in also qualifies you for:

• Freight Saver Allowances on Online orders of $59 and over shipped to most
   US street addresses.
• Wish Lists - A great way to remember the items you'd like to have
• Order Histories - Information about all the orders you place
• Faster Checkout - Every time you visit you will not have to re-enter basic
   information
• Easier Returns - Priority document processing service to access information

In addition, if you log In and receive our Free Newsletter, you qualify for:
• Occasional Discount Dollars Off Coupons
• New Product Introductory Coupons

Note - For your protection:

We do not sell or share any email addresses, physical addresses, phone numbers or any personal information.
We never store Credit Card Numbers, Expiration Dates or Credit Card Security Codes.

Log In is available to customers in the United States (including APO, FPO & US Territories) and Canada. You may checkout with VISA, MasterCard, Discover, American Express and PayPal. If you reside elsewhere please use the International Checkout option when placing your order. For more details see Do you ship internationally?

_{Return to Top of Page}

---

How Do I Update My Information?

You can update your Log In Profile directly through our web site. Just click on the following link to change your billing address, phone number, shipping addresses or email address.

Update Log In Information

You can also update your Email Preferences. Click Email Subscriptions.

_{Return to Top of Page}

---

I forgot or never had a password.

If you remember your password, log in with your email address and password. We support email addresses and no longer store or use usernames.

If you have forgotten your password, or never had one, please click the link below:

Forgot Password

Note: This feature is only available to Customers who have shopped with us during the last three years who still have access to their email address. It will give you the opportunity to change or create a new password, which must be different than the last password you may have used.

_{Return to Top of Page}

---

Do you ship internationally?

Yes, HardwareAndTools.com has partnered with Bongo International to support shipping to customers outside the United States (which includes APO, FPO, DPO & US Territories) and Canada. Simply add the items you are considering purchasing, click View Cart inside My Cart (or the My Cart Link) and click International Checkout. You will be redirected to Bongo International's shopping cart where you can complete your order.

Please be aware that once you've completed your order you must contact the Bongo International Customer Service Department on any matters regarding your order.

Note: We are not responsible for parcels confiscated by local law enforcement or customs. Please be certain there are no import restrictions concerning the items you intend to purchase.

_{Return to Top of Page}

---

Do you ship to APO FPO and DPO Addresses?

Yes, HardwareAndTools.com does support directly shipping to the men and women serving in the United States Military and at our Embassies overseas.

Orders shipping to an APO, FPO or DPO address must be shipped via USPS Priority Mail. Due to USPS limits, products over 70 lbs. and those marked Ships Ground Only cannot be shipped to an APO, FPO or DPO.

_{Return to Top of Page}

---

When do you charge my credit card?

Your credit card is charged upon the receipt of your order. This allows us to begin processing the order immediately and ship to you as quickly as possible.

_{Return to Top of Page}

---

Can you ship to an address different than my billing address?

Yes, but there be a slight delay in your order. We must have a local ground based phone number at the delivery address and an accurate delivery address that validates with the delivering carrier. If your Credit Card issuer refuses to allow drop shipments, you will be notified.

_{Return to Top of Page}

---

How long will it take before my order ships?

All orders are consolidated so you only pay one lower shipping charge. We process orders 7 days a week, but trucks operate on regular business days. Orders placed for processing after 9 PM Eastern (6 PM Pacific) 7 days a week are normally considered being placed as of the following day. Some larger quantity orders may have to be ordered into our warehouse from multiple warehouses and may delay your order an extra day or two. National Holidays also delay orders as well.

• Limited Stock & Hot Buys:
Normally leave our warehouse in 1 to 2 business days from the order date. These orders selecting overnight or second day service placed prior to 2 PM Eastern Time may ship the same day.

• Rapid Ship Items:
Normally leave our warehouse in 1 to 3 business days from the order date. Orders for Rapid Ship Items, selecting overnight or second day service placed prior to 9 PM Eastern Time weekdays ship the following business day, subject to final credit approval.

• Backup Warehouse Products:
Normally leave our warehouse in 3 to 5 business days from the order date.

• Alternate Warehouse Products:
Normally leave our warehouse in 3 to 5 business days from the order date.

• Special Order Products:
Normally leave our warehouse in 4 to 6 business days from the order date.

_{Return to Top of Page}

---

Can my order get faster service?

No. At the present time we need overnight processing to ship from all but our Hot Buys warehouse.

Orders for hot buys and limited stock products placed for shipment by overnight or second day service will ship the same business day if ordered before 2 PM Eastern Time.

All orders are staged so that overnight or second day service orders ship ahead of Ground Orders. The United States Postal Service then follows. The slowest methods to select are Basic Economy and Freight Saver which ship last.

Items arriving from Alternate Warehouses which have automatically been delayed coming in are processed before newer orders. We expect to ship all Back Orders on the day they arrive.

Items marked "Special Order" can never be expedited because the Special Order Warehouse will not ship directly to you. We must receive the merchandise in bulk, bar code scan the items in, consolidate it with other items in your order, then ship it to you. Very large quantities of some "Special Order Items" may be drop shippable from their manufacturer, but the costs and required quantity can be considerable in some cases.

Placing your order online as early as possible is the best way to get the fastest service on an order. For Example: It is better to order a product Sunday Afternoon than wait and call Customer Service on Monday morning. If it is from our Rapid Ship Warehouse and shipping Ground, it may ship Monday and most alternate warehouse products may ship Tuesday. Mondays Phone order would not ship until Tuesday or Friday.

_{Return to Top of Page}

---

What are your Freight Saver Economy or Free Shipping Options?

Not every order can be packed and shipped before UPS and FedEx do their regularly scheduled pickups. We created our Freight Saver and Basic Economy Shipping options for customers whose orders are not time sensitive to control our labor costs. We do not pack Freight Saver or Basic Economy orders on an overtime basis. If there is no space available on a truck it will leave on the following day. We can select the carrier and method to ship, including UPS, FedEx and USPS First Class, Fedex SmartPost, UPS SurePost, Parcel Post and Priority Mail. (Note: The USPS does not provide quality tracking information, basically a confirmation after delivery.)

_{Return to Top of Page}

---

How do I check the status of my order?

Orders placed in our online shopping cart are confirmed at the end of the order with a Cart Number you can print from the screen.

As the order is processed and sent to the appropriate warehouse, an Invoice Number is assigned, and a new email sent.

At the end of the business day that your order has shipped, you receive a tracking number from UPS or FedEx or a Label Receipt Number from the United States Postal Service. A link on the email will bring you to the UPS or FedEx tracking information. The USPS does not provide tracking information, simply a confirmation after delivery.

Our Customer Service Team can normally supply you with additional updates during our extended business hours which are:

Monday: 8:15 AM to 4:00 PM Eastern Time
Tuesday: 8:15 AM to 4:00 PM Eastern Time
Wednesday: 8:15 AM to 4:00 PM Eastern Time
Thursday: 8:15 AM to 4:00 PM Eastern Time
Friday: 8:15 AM to 4:00 PM Eastern Time
Weekends and Holidays: Closed

_{Return to Top of Page}

---

How do I get a tracking number?

At the end of the business day your order has shipped, you receive a tracking number from UPS or FedEx or a Label Receipt Number from the United States Postal Service. (The United States Postal Service does not have on route tracking, and for security reasons APO and FPO addresses do not receive delivery status updates.)

Orders shipped to you from alternate warehouses and/or directly from manufacturers may not receive tracking numbers for days.

Our Customer Service Team can normally supply you with additional updates during our extended business hours which are:

Monday: 8:15 AM to 4:00 PM Eastern Time
Tuesday: 8:15 AM to 4:00 PM Eastern Time
Wednesday: 8:15 AM to 4:00 PM Eastern Time
Thursday: 8:15 AM to 4:00 PM Eastern Time
Friday: 8:15 AM to 4:00 PM Eastern Time
Weekends and Holidays: Closed

_{Return to Top of Page}

---

How do I change or modify an order?

You may request a modification of your order, provided that it has not already been fulfilled or shipped. To ensure that your order is adjusted as quickly as possible, please click below to request a modification of your order:

Order Modification Request Form

Please note that any change to your order will affect the delivery time. Depending on the adjustment made, this may require additional charges for any shipping adjustments made.

Note: This feature is only available to customers in the United States (including APO, FPO & US Territories) and Canada. If you placed an order through the International Checkout option please contact the Bongo International Customer Service Department to make modifications to your order.

_{Return to Top of Page}

---

How do I cancel an order?

You may stop your order at any time prior to clicking the "Submit Order" button at the end of the checkout process. However, once an order is submitted, it cannot be cancelled automatically because we process orders multiple times throughout the day and evening.

You may request a cancellation provided that your order has not already been fulfilled or shipped by our warehouse or from an alternate warehouse or a manufacturer shipping directly to you. Speed is important. Do not email customer service or wait for a telephone callback. To ensure that your order is canceled as quickly as possible, please click below to request a cancellation:

Order Cancellation Request Form

Before requesting a cancellation please make sure to review the Cancellation Policy as it contains important information regarding the cancellation of orders.

Note: This feature is only available to customers in the United States (including APO, FPO & US Territories) and Canada. If you placed an order through the International Checkout option please contact the Bongo International Customer Service Department to cancel to your order.

_{Return to Top of Page}

---

Why did a product I ordered change to a back order on site?

We apologize for the confusion. When you placed your order, the merchandise was still available or appeared to be available. Our website updates multiple times a day and night, except for "limited to stock on hand" items that updates with every order. If at shipping time your merchandise was not available in our local fulfillment center, we probably automatically ordered it for you from another warehouse so we can ship on time. In rare instances, an order is placed on back order, and we would have notified you. This processing may delay shipment by a day or two, but is still rather quick. See "How long will it take before my order ships?

_{Return to Top of Page}

---

Do you match competitor pricing?

We do not. We do supply more hardware products at lower delivered prices and have the Industries highest fill rate - Over 99.7 Percent. Most of our products we offer have both individual and shelf pack pricing, a Freight Saver Allowance and many items Ship Free. We have no minimum order charges. Our lowest current pricing is always posted on our web site and updated daily. We have special offers and promotions and automatically post them on our web site for visitors to take advantage of. We do offer customers who receive our newsletters extra sales, and special coupons for free gifts.

_{Return to Top of Page}

---

What are "Clipless Coupons" and "Coupon Codes" and can I use them?

• Clipless Coupons are limited time Dollars Off offers. If you put an item with a
   "Clipless Coupon" in your shopping cart, it will automatically be priced at the special
   Hot Buy price.

• Special Coupon Codes are redeemable by "Logged In Subscribers Only." You must
   log in to redeem these coded coupons.

_{Return to Top of Page}

---

Do you offer volume discounts?

Most of our products already offer single piece and shelf pack pricing. Our commercial sales department can offer larger quantity pricing, as well as some OEM bulk packaging. For a bulk sales quotation please supply information here.

_{Return to Top of Page}

---

Do you charge sales tax?

Orders shipped to addresses in Virginia are subject to sales tax. Sales tax is charged on the product total only.

Tax Exempt Status: United States Government

Sales tax does not apply to purchases made by the United States Government. In order for us to document that a sale has been made to the United States Government, we need to obtain a copy of one of the following items:

• Federal Tax ID Certificate
• Certificate of Exempt Status
• Government Voucher
• United States Government Check payable to Hardware and Tools Corp.

Tax Exempt Status: Other Purchasers

All other tax exempt purchasers are required, if picking up at our Virginia warehouse or shipping to an address within the State of Virginia, to provide us with one of the following items:

• State Resale Certificate
• Exemption Certificate

How to submit this information

First, place your order through our web site. After you have placed your order, please submit the necessary information by fax to receive a refund of any sales tax. Our fax number is 540-242-9132.

Please include the following:

• Your cart number or fulfillment invoice number (6 digits in XXXXXX format)
• E-mail address
• Proof of your exempt status (See above)
• Put the following in the Fax Attention Line: HardwareAndTools.com - Tax Exemption

You only need to submit this information to us once if you're ordering with us for the first time. Subsequent orders will not require you to fax us the information again as we'll keep your status on record. You will checkout normally, with a note that we have tax exemption on file and we will credit the tax back.

_{Return to Top of Page}

---

How do I know what the shipping charges are?

Shipping charges are calculated in real-time based on your ship to postal code and can be accessed at anytime from both our product pages under the shipping tab and in your shopping cart. Simply add the items you are considering to purchase, click on View Cart inside My Cart (or the My Cart Link), select your Country, enter in your Postal Code and click Calculate to see a list of shipping options and costs.

Note:  This feature only supports residents of Canada and the United States (including APO, FPO and Territories).

_{Return to Top of Page}

---

What are my payment choices?

All prices are quoted in US Dollars. We currently offer the following payment methods to all customers:

• Credit Cards: Visa, MasterCard, Discover and American Express
• Debit Cards: With a Visa or MasterCard logo
• PayPal Payments: PayPal Account & Confirmed Address is Required!

Our Commercial Sales Department also accepts Wire Transfers in US funds. Additional payment methods will be available in the future so check back for updates. Sorry no COD's are accepted.

_{Return to Top of Page}

---

Does Hardware and Tools Corp. offer open accounts?

No. We accept Corporate, Business and Government American Express, VISA and MasterCard charge cards and procurement cards.

_{Return to Top of Page}

---

Can I use my UPS or FedEx Account?

Not at this time for online orders. Both FedEx and UPS require us to guarantee payment of any third party billing entity we ship to. Unfortunately many Companies do not recognize the invoice on their weekly FedEx or UPS bill, and charge backs with additional fees often occur. On bulk quotation orders we can do third party bill recipient freight orders. With UPS and FedEx, we do a real time look-up based on estimated packed or dimensional zoned weight and charge that amount without any adder. If a valid business ship to address recognized by the carrier has been entered, we upgrade the addresses to commercial and lower the rate from Residential to Commercial. Larger orders may qualify for a Freight Saver Allowance.

_{Return to Top of Page}

---

What are my shipping method choices?

United States 48 Contiguous States and the District of Columbia

For customers residing within the 48 United States and the District of Columbia we offer the following zone sensitive shipping methods if applicable:

• Ground or Home Delivery
• Second Day
• Overnight
• USPS Priority Mail
• USPS Media Mail DVDs & Books
• Freight Saver
• Basic Economy

Alaska and Hawaii

For customers residing within the States of Alaska and Hawaii we offer the following shipping methods:

• Ground (note: uses air from the West Coast to Regional Center)
• USPS Priority Mail
• USPS Media Mail
• Second Day
• Overnight

APO/FPO/DPO and US Territories

For customers shipping to the United States (including APO, FPO, DPO & US Territories), we offer the following shipping method:

• USPS Priority Mail

Canada

For customers shipping to Canada we offer the following shipping methods:

• USPS Priority Mail International - VAT & Duty will be collected by Canada Post
• USPS First-Class Mail International - VAT & Duty will be collected by Canada Post
• UPS Standard to Canada - VAT, Duty and Brokerage Fees will be charged and
   collected separately.
• UPS Worldwide Expedited - VAT, Duty and Brokerage Fees will be charged and
   collected separately.

International

Customers residing out of the United States (includes APO, FPO, DPO & US Territories) and Canada need to use the International Checkout option in their Shopping Cart.

Please note that only Economy and Express delivery is available through Bongo International and OTHER restrictions apply. See Do you ship internationally? for more details.

The above delivery methods do not include processing time or delivery on weekends and holidays.

Freight Saver and Basic Economy Shipping are not available for orders under $100 placed by telephone.

_{Return to Top of Page}