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 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.

7.       A 15% restocking fee will be charged to all returns.


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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.

Product Liability

It is the responsibility of each customer to determine the suitability of any products purchased from to HardwareElf or our web site for use in their applications. HardwareElf makes no expressed or implied warranties regarding our products. There are no implied warranties of any kind including merchantability or fitness for a particular purpose. HardwareElf will, in no event, be liable for any incidental or consequential damages whatsoever, or for any sum in excess of the price received for the goods.


Information Warranty and Suitability

All information provided on this web site is copyrighted property of HardwareElf. It is provided solely for the use of HardwareElf and the Customer whose information is being accessed. This information is intended for historical reference and for conducting business with HardwareElf. Any other use of information or content, including but not limited to pictures and descriptions, on this web site is strictly prohibited. 

Any content or information accessed by or provided to you from HardwareElf or our website is provided AS IS, with all faults. HardwareElf does not warrant the accuracy, completeness or timeliness of any information or content provided.


Brand-Named Items

Our Branded luggage repair items are meant only for the brand for which they listed. Every effort has been made to list specific models of the luggage for which that item is intended. We cannot sell branded items for luggage other than the intended brand.


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 our web site. By accessing this site, you agree to this policy.

Contact us

Send us a question or feedback on our website.