HardwareElf FAQs

Don't find your answer here? Email us at info@hardwareelf.com.

What are your hours of operation?


Customer service is open Monday - Friday 8a - 5p EST except for standard business holidays. 



Do you need your order shipped out today?


HardwareElf works diligently to ship in-stock orders by the next business day. If you must have your order shipped same day, please contact Customer Service and they will do what they can if it's possible. Call 800.899.8108 at the hours below. 



Do you ship internationally?

Yes, we do! Please note that import duties, taxes and other charges are not included in HardwareElf’s shipping charges and are the responsibility of the buyer. Please check with your country’s customs office to determine these additional costs.

What do these measurements mean?

Good question! It can be confusing.

  • ·         On rings & slide adjusters, we refer to their sizes by inside diameter.
  • ·         Buckles are sized by the width of strapping that would go through them.
  • ·         We categorize our snap hooks by the inside width of the top loops (where strapping would go).
  • ·         Rivets are usually shown by head diameter and post length.
  • ·         Grommets & eyelets are measured by inside & outside diameters, as well as flange depths (depending on the thickness of the material on which you’re installing them).
  • ·         Four-part snaps have different eyelet/post lengths and cap diameters.
  • ·         Individual replacement wheels are categorized by the diameter across the center of the wheel, and by thickness.
  • ·         Zippers are categorized by material type and industry-standard sizes of the teeth.

Unsure? Just give us a call! Our customer service has many years of experience – and we are happy to help!

How do I return an item?

A Return Authorization (RA) must be requested from Customer Service before returning any merchandise. Returns sent to HardwareElf without a valid RA number will not be accepted and no credit will be given, regardless of the reason for return.

Returns are accepted only upon the following conditions:

  1. A request for a RA # must be made within 60 days of the invoice date. This RA is valid for 30 days from date of issuance. A copy of the RA will be emailed or faxed to the customer when possible. A copy of the RA should  be enclosed with the returned merchandise to ensure quick and accurate processing.
  2. If unable to receive or include a copy of the RA, a packing list must be sent along with the returned merchandise. The packing list must contain the following information: RA #, Reason for return, Original Invoice #, Date originally purchased merchandise
  3. It is the customer’s responsibility to pay for any return shipping charges.
  4. No returns will be authorized or accepted for non-stock items, special orders or cut material. Please be sure to get samples before ordering.
  5. Damaged items must be inspected and evaluated by HardwareElf before approval for credit is granted.
  6. If a package is refused or is not deliverable, the customer will be responsible for shipping charges.

                             

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Terms Of Sale
All items sold on this web site are sold in accordance with and subject to HardwareElf's standard Terms and Conditions. Please note the Terms of Sale are subject to change, please click here for the most current version.

 

Policy Modification and Agreement
HardwareElf reserves the right to modify this Agreement at any time without notice and effective upon posting of the modified agreement on HardwareElf.com. By accessing this site, you agree to this policy.

Contact us

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