Frequently Asked Questions

We have assembled some of the most frequently asked questions to our customer service department. If you do not find the information you were looking for, feel free to contact us and we will answer your questions as soon as possible.

General Questions

How do I contact you?
A: If you have questions or comments for our customer service department please fill out the contact form below. For order cancellations or changes, please call our customer service department directly at (800) 708-6649.

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What is JavaScript and why does your site require it?
A: JavaScript is a scripting programming language that our shopping cart and some of the advanced features on our website require to function properly. In order to move forward, please enable JavaScript in your browser.

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Ordering & Purchasing Questions

How can I place an order?
A: Our website is designed for a seamless online shopping experience featuring category pages and an intuitive shopping cart. You can also place an order by calling us directly at (800) 708-6649 and speaking with a representative.

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What payment methods do you accept?
A: Payment types we accept include Visa, Master Card, Discover, American Express, Paypal, checks and money orders.Click learn more to see all accepted payment methods.

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Do you offer volume discounts?
A: WIth an active Trade or Hut Account, you can qualify for free Ground Shipping on orders over $600.

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Do you charge sales tax?
A: We collect sales tax in twenty-four US states. Additional taxes may apply to countries outside the US. Click learn more for our complete tax policy.

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Do you have a sample policy?
A: To assist in your decorative hardware selection we have a sample policy in place that includes a merchandise credit for unused samples. Click learn more for specific details and participating items.

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Do you have any testimonials I can look at before placing an order?
A: We receive many testimonials a day from our customers. Click learn more to see what they're saying.

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Is it possible to save items in my cart while I do further research (without placing an order)?
A: Our Trade Account program allows you to save your shopping cart for later use and more. Click learn more to view all benefits and sign up for a Trade Account.

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Do you have any coupon codes?
A: All our items are currently discounted from the original listed price and there are additional discounts on select items on our special offers page. You can also sign up for our Trade Account program where members receive additional special offers.

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Can I save my past orders for future reference?
A: Our Trade Account program allows you to save your orders for future reference. Click learn more to view all benefits and sign up for a Trade Account.

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Will I get an Email confirmation?
A: We email you a confirmation of your order as soon as it is placed. Once your order has shipped we send another email with an invoice showing that your order has been billed to your credit card.

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Why do I have multiple charges from your company?
A: You may see multiple charges on your card if you added to your order after it was placed or if you have asked for an express shipping method. If you received multiple invoices your order shipped from multiple locations and will add up to the total of your original order.

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Do you offer trade discounts?
A: Yes. If your application for our Trade Account program is approved, members qualify for special offers.

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Shipping & Delivery Questions

Can I track my shipment?
A: Shipment tracking processes vary per order, depending on item, carrier and stock status. Please call our customer service department at (800) 708-6649 to speak with a representative directly about the tracking of your unique shipment status.

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When will my order be dispatched?
A: All lead times are posted on the items themselves, on the confirmation page of the order form, and apply to orders shipping within the continental United States only. Lead times vary depending on item if they are custom.

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Why were my items shipped separately?
A: Most items on our website ship from independent manufacturer locations and do not ship together, arriving at slightly different times. You can check your invoice to see if an item you haven't received yet is backordered.

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What shipping carrier do you use?
A: Shipping carrier is dependent upon item. We frequently use UPS, FedEx, and US Mail.

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How much will shipping cost?
A: Our shipping and handling prices vary based on your purchase total. Click learn more to take a look at our comprehensive shipping and policy and pricing chart.

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Do you ship internationally?
A: We ship orders internationally with a minimum order value requirement of $100. Click learn more for the details of our international shipping policy.

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Can you ship to a P.O. Box?
A: We can only ship orders to a P.O. Box that is going to Alaska, Hawaii, International, or if it has a package weight under 0.5 lbs, being sent via Mail.

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Can I change my delivery address?
A: If you need to change the delivery address on an order you must contact our customer service department directly at (800) 708-6649. The representative will determine if the order has already been shipped. If it has already been shipped, A $19.50 fee will be charged to your credit card for any order that has an incorrect address. Additionally, if a package is undeliverable and returned you will be charged for the return shipping fees and shipping charges on the reshipment. Please check over your confirmation carefully to be sure all contact information was entered correctly. Please call immediately if any corrections are necessary.

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How long does it take to receive an order from you?
A: All lead times are posted on the items themselves, on the confirmation page of the order form, and apply to orders shipping within the continental United States only. Lead times vary depending on item if they are custom.

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What does it mean when a product says "signature required"?
A: The product's manufacturer requires your signature upon delivery (in person, no exceptions). Three attempts will be made for delivery. If you are unable to sign for the package(s) and it is returned, full restock fees will apply.

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What is my order's approximate delivery date?
A: Approximate delivery dates vary per order, depending on item, carrier and stock status. Please call our customer service department at (800) 708-6649 to speak with a representative directly about the approximate delivery date of your unique order shipment.

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Returns Questions

What is your return policy?
A: You must request a return goods authorization (RGA) prior to returning any items. For an item to be eligible for return, it must be on our restocking list and in the original packaging with all parts included. Click learn more for our complete return policy or to request an RGA.

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Which products can be returned?
A: For an item to be eligible for return, it must be on our restocking list and in the original packaging with all parts included. Click learn more for a complete list of our items eligible for return.

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Do you charge a restock fee if I return my order?
A: Our restocking policies vary depending on manufacturer and item. In most cases, restocking fees apply. Click learn more for our complete return policy and restocking fee schedule.

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How and when will credit be issued after I return something?
A: Credits are typically returned to the credit card that was used on the original order within 30 working days. If your item was returned to the manufacturer they will mail us a credit memo and we will issue credit to your card at that time.

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Trade & Hut Accounts Questions

What do I need to qualify for a Trade Account?
A: To qualify for a Trade Account you must provide proof of business document (business license, taxID, company letterhead, etc.) and you must occupy an address inside the US.

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How do I apply for a Trade Account?
A: Navigate to Sign Up on thehardwarehut.com, enter your contact information (must occupy US address), submit proof of business document (business license, tax ID, company letterhead, etc.).

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How long will it take for my trade account to get approved and how will I be notified?
A: Please allow 1-2 business days for us to process your request. When accepted, an email with your login information will be sent to the email address you provided.

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What are the benefits of a Trade Account?
A: A Trade Account is your resource for project and portfolio management, access to exclusive Trade Pricing, knowledge from our expert sales team, free Ground Shipping on orders over $600, access to hundreds of quality brands, ability to request expedited shipping quotes, save multiple shipping addresses, reference previous orders, and save your shopping cart for future purchase.

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What if I do not meet the requirements for a Trade Account?
A: If you do not meet the requirements for a Trade Account, a Hut Account is a great alternative that offers benefits like access hundreds of quality brands, ability to save your shopping cart for future purchase, request expedited shipping quotes, reference previous orders placed on your account, and qualify for free Ground Shipping on orders over $600.

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Product Questions

What manufacturers do you carry products for?
A: The Hardware Hut features over 200 manufacturers whose high quality products are available online. Click learn more for the full list of manufacturers.

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Door Hardware Questions

How do I know what door hinges are right for me?
A: Measure radius corners, find the proper size hinge, discover location of hinges, determine number of hinges needed. Click learn more for additional direction on how to select the correct hinges for your door.

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What is a backset for door hardware?
A: In the U.S. there are two common backsets for residential door locks, 2-3/8" and 2-3/4". The backset is the distance from the edge of the door to the center of the 2-1/8" bore hole. We will pack your locks with a 2-3/8" or 2-3/4" latch depending on which backset you specify. Dummy sets have no latch and are surface mounted so you can install a dummy set wherever you choose on the door. Click learn more for more details.

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How do I figure out what handing my door hardware is?
A: Door locks with lever handles are handed, locks with knob handles are not handed. Determine the handing of your door by standing on the outside of the door. If the hinge is on the right, it's a right handed door, and you need a right handed lock. If the hinge is on the left you need a left handed lock.

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What do the different functions for the door hardware mean?
A: Schlage locks are available in all the functions usually required in a house. These include Passage, Privacy, Dummy, and for deadbolts and keyed sideplate locks, Single Keyed and Double Keyed. Key-in-Lever and Knob locks are available with one function only, with a keyed cylinder on the outside and a turn-piece release on the inside.

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Cabinet Hardware Questions

How do you measure for your cabinet door overlay?
A: When referring to an overlay door, it means the entire door lays on top of the cabinet frame. Overlays can come in a variety of sizes but in common applications we most often see a 1/2" overlay or 1/4" overlay. Although, where European Hinges are used there is a broader range of overlay sizes. Click learn more for a step by step guide on how to measure for your cabinet door overlay.

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What are the differences between all of the various kinds of cabinet hinges?
A: The parts that make up a hinge will vary in appearance for different hinge types and styles, yet they still perform the same functions.

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