| Helpdesk |
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Note: This HelpDesk is For Online Customers of www.acehardwareoutlet.com only. |
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How to do I contact acehardwareoutlet.com? |
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Telephone Numbers & Hours
Please contact customer service at the following numbers:
1-(212)-400-7488
1-(877)-289-9760
Our normal business hours are from Monday through Friday between 8:30 am and 7:30 pm EST and 11 am to 7:30 pm EST on weekends.
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Mailing Address:
acehardwareoutlet.com
Ace Hardware
347 Knickerbocker Ave
Brooklyn, NY 11237
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I am interested in Volume/Bulk Discounts |
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If you would like to place an order, please send a fax to 718-821-2609. We require the following information:
- Name, phone number, company/institution
- Date when the order needs to arrive
- Ship-to address
- Ship-to telephone number
- Method of payment - Credit Card. Please provide Credit Card Number and Expiration Date.
- Exact Name on the Credit Card
- Exact Bill-to address of the Credit Card
- If applicable - Please provide daily limits and/or transaction limits on Credit Card Provided Above
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Yes, we do! Please provide addresses and the quantity to be sent to each. (Shipping and Handling fees are applicable.)
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We accept Visa, MasterCard, Discover, wire transfer, company check, money order, and Paypal. Please note: The Volume Ordering program is separate from our consumer program and does not accept American Express.
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We handle our volume/bulk orders outside our system to facilitate the processing and delivery of these large orders; therefore, due to the weight and handling, there may be a Shipping and Handling fee that is included in our quotes.
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Inventory is always checked at the time a Price Quote is requested. Inventory is subject to change. We will note on the Price Quote if we will not be able to fillfull your request.
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Price Quotes are valid for 10 business days.
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Volume Orders with non-returnable.
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It depends. Please contact the Commerical & Industrial Division to determine if we can honor your request.
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Yes we do, but it depends. Please contact the Commerical & Industrial Division to determine if we can honor your request.
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Tax is applicable when shipping to NY if ship within the US. Outside the US, taxes are put on by your government.
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Yes we have a NYC-FMS Vendor Number. Our number is 0002605508. Please contact us regarding your New York City needs.
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We recommend using the following freight forwarders:
1. NNR GLOBAL LOGISTICS (USA) INC
New York office
Contact Name: Sean Shodo Machidori
machidori@nnrusa.com
TEL : 516-561-5010
FAX : 516-561-5012
2. BAX Global Inc.
896 Frelinghuysen Avenue
Newark, NJ 07114
Contact Name: Candice Hess
Chess@BaxGlobal.com
Tel: 973 954 2000 x 6810
Fax: 973 848 1284
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Our D-U-N-S® Number is 154777098.
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Please fax your request to 718-821-2609 along with your name, business, and contact information and we will reply to your request within 24 hours.
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Yes, we accept Purchase Orders from major companies, manufactuers, and universities though approval is required. Please call us at 1-(212)-400-7488
or 1-(877)-289-9760 if you have questions or fax your signed purchase order to (718) 821-2609 along with any other forms that you might required to be filled out.
If you are faxing the purchase order, please leave a name and phone number so we can contact you if there are any questions.
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I have a question about a land-based store |
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Our land based store is located at 347 Knickerbocker Ave, Brooklyn, NY 11237. Questions about item availability or prices at a other land-based retail store besides this one should be directed to the individual store in your area directly. We do not have access to this information.
For sales and customer service about our land-based and online store, please call us at 1-(212)-400-7488 or 1-(877)-289-9760 or e-mail us at sales@acehardwareoutlet.com
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Our online prices typically don't match prices in local stores because of a number of factors. All Ace Hardware stores are independently owned and range from small hardware stores to major home centers and pro/contractor suppliers. They all have different costs associated with their operations and need to set pricing at the local level.
Some prices may be higher,
some may be lower,
some may be special reduced prices,
others may be regular everyday low prices.
The price shown on acehardwareoutlet.com can not be used as a claim to an advertised price at local ace hardware store or other website.
We buy items in bulk to offer great discounts. In additional, we are online store, so our overhead is lower than most Ace Hardware dealers. We also try to keep our online prices competitive with other online stores so we can properly serve customers who prefer to buy on the Web.
Do not expect that the price listed will be honored at your local ace hardware store.
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Defective, Return, Exchange, and Refund Policies |
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What is your return policy?
Please refer to the our Return Policy.
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For your protection, please send your return via a shipping service that can be tracked, such as UPS, DHL, or Federal Express with insurance. We cannot guarantee refunds for returns sent via a non-trackable method such as USPS. Please include the RA number on the outside of the shipping package near the return address label and return packages to:
RMA #____________ (email us for RMA #)
Ace Hardware Outlet
347 Knickerbocker Ave.
Brooklyn, NY 11237
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If you received an item that was damaged or defective upon arrival, please call us or e-mail us immediately. It is important that you contact us before returning the item, so that we may assist you with the exchange. If you do not contact us, you are responsible for all return shipping charges.
Before you call or e-mail us, please have your order number available. In addition, please be prepared with a detailed description of the damage or defect before contacting us.
We prefer e-mail as we will be able to e-mail you back with details how to replace your damaged or defective item. Our e-mail address is sales@acehardwareoutlet.com. Our telephone number are 1-(212)-400-7488 or 1-(877)-289-9760.
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If you received an item that was wrong item, color or size, please call us or e-mail us immediately. We apologize for tihs inconvenience and it is important that you contact us before returning the item, so that we may assist you with the exchange quickly. If you do not contact us, you are responsible for all return shipping charges.
Before you call or e-mail us, please have your order number available. In addition, please be prepared with the following information:
- Detailed description of the wrong product
- Model Number of the received product
- 13 digit Barcode Number found on the product
We prefer e-mail as we will be able to e-mail you back with details how to exchange or refund you for the wrong item received. Our e-mail address is sales@acehardwareoutlet.com. Our telephone number is 1-(212)-400-7488 or 1-(877)-289-9760.
Please note that we are not responsible for shipping, handling, gift wrap, or other additional charges for returned items for refunds. In additional, product images may differ from actual product appearance and we can not be held responsible.
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After your merchandise has been received in our warehouse, we will issue you a refund to your credit card account within 10 business days. A refund by check will take up to 14 business days. The refund may not show up on your credit card billing statement for up to 2 billing cycles.
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Shipping & Shipping Options |
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We ship our products around the world, using a variety of shipping options and delivery methods. We ship mostly via DHL, USPS and UPS. The total time it will take to receive an item is determined by adding the time shown in its shipping availability message to the number of days your chosen shipping method will take. For example, if the item you want to order says, "Normally ships Next Business Day" and you choose "Standard Shipping (1 to 6 business days)," you can expect to receive the item 2 to 6 business days after the day you ordered it.
They are many factors that will determine how quickly you will get your product. If there is a great delay you will be e-mailed. If you have any questions or need more precise delivery schedule, please contact our Customer Service at 1-(212)-400-7488 or 1-(877)-289-9760.
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Will you ship my order outside the US?
acehardwareoutlet.com ships to the US (including APO, FPO & Puerto Rico addresses), Canada and Mexico. We also ship to stateside freight forwarding companies who can ship your order overseas.
Your order will not be processed until we confirm your USPS shipping charges via e-mail. Upon your approval we will charge your credit card and release your order to the warehouse for processing.
For international inquiries please call 1-(212)-400-7488 or place your order online.
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What does USPS Shipping Charges will be confirm via e-mail mean?
It means that your order will have to be ship via USPS. Your order will not be processed until we confirm your USPS shipping charges via e-mail. Upon your approval we will charge your credit card and release your order to the warehouse for processing. We only collect your credit card information, but we don't process your credit card unless we get your approval. The reason why we collect your credit card information is to make the process easier in the event that you decide that you want to process your order. If you want to know the approximate USPS Shipping charges before placing your order, please e-mail us at sales@acehardwareoutlet.com along with your address, zip code, and country and the items that you are interested in buying. An approximate shipping charges will be e-mail to you within one to two business days.
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It means that your shipping charges couldn't be calculated at the time of your order. Your order will not be processed until we confirm your shipping charges via e-mail. Upon your approval we will charge your credit card and release your order to the warehouse for processing. We only collect your credit card information, but we don't process your credit card unless we get your approval. The reason why we collect your credit card information is to make the process easier in the event that you decide that you want to process your order. If you want to know the approximate Shipping charges before placing your order, please e-mail us at sales@acehardwareoutlet.com along with your address, zip code, and country and the items that you are interested in buying. An approximate shipping charges will be e-mail to you within one to two business days.
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Generally, orders placed before 12:00pm EST ships the same day. While orders placed after 12:00pm EST will typically ship next business day.
Orders that has to be shipped via ORM-D requires special handling and has to be to be shipped via UPS GROUND ORM-D. It is posted on our website that we "Normally ship within Five Business Days" for these items. We collect all orders to be shipped via UPS ORM-D during the week, process and package them on Wednesday and ship them out on Thursday. If you are interested in placing this type of order, please place your order before Wednesday.
If we encounter problems with your order, we will notify you by email or telephone as soon as possible.
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We make every effort to ship your order promptly.
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We only offer this method of shipping if you call our customer service center at 1-(212)-400-7488 or 1-(877)-289-9760 by 1:00, EST, on the day of the order. Additional shipping fees might apply.
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We will send you an e-mail as soon as your order has been shipped which will include the information to track your order.
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Common Carrier (Truck) Shipments
If your order is shipped via Common Carrier (Truck). It is very IMPORTANT YOU READ THIS SECTION IN ITS ENTIRELY TO AVOID ANY POTENTIAL PROBLEMS WITH THE TRUCKING COMPANY.
In keeping with the high quality of service we provide our valued customer, acehardwareoutlet.com will assist in filing and negotiating all freight loss or damage claims. The following guidelines will not only aid in the claim process, but will also allow for speedier replacement or credit adjustments.
If you choose to accept delivery without following these guidelines,
but later determines the contents are missing or damaged, you will have to keep the merchandise up to 45 days at your location, so the trucking company can perform an inspection without an guarantee that will approve it.
Overall, it is better to refuse a damaged delivery, then to accept it. If these guidelines are followed, we will most likely ship a replacement to you within 48 hours while we handle the claim with the trucking company. Sometimes we will request a signed inspection report from you to be faxed to us before reshipment.
Guidelines:
1. Inspect freight BEFORE YOU SIGN. Freight drivers are professionals, however, they have a lot of stops to make and sometimes appear to be in a hurry. The driver must wait for you to complete the inspection. If you have any problems with a driver, notify us immediately. You will find his employee identification number at the bottom of your delivery receipt.
2. Count the pieces received against the driver's delivery receipt.
3. Note any discrepancies in writing on the delivery receipt. Be specific: identify or describe the missing item(s).
4. Inspect the freight for visible damages such as holes in boxes, water damage, dents, or anything else and verify the entire contents of the order.
5. Note on the freight bill any obvious damage at the time of delivery (i.e. box corners crushed, tears, rips, marks, etc.) Again, be specific with details and note exactly what is damaged.
6. If you suspect internal damage, OPEN IMMEDIATELY! Even if no damaged goods is suspected, open the carton and make a thorough inspection.
7. You have the choice of refusing or accepting a damaged shipment. If the damage is major, refuse the shipment. If the damage is minor and damaged parts appeared to be replaceable, consider accepting the shipment and put clearly note the nature and extent of damage on the carrier's copy and the delivery copy of the freight bill. You can also refuse the damaged boxes and accept the undamaged boxes. If the driver refuses, then refuse the entire delivery then have the driver note the nature and extent of damage on the carrier’s copy and the delivery copy of the freight bill.
8. If you can not open the packages for inspection for whatever reason or you have any doubts, you MUST sign "SUBJECT TO INSPECTION" next to your signature on the delivery receipt. If you do not, you are liable for any damages and shortages. If any box is damaged beyond repair, please refuse the damaged box.
9. If the driver does not want to wait, sign the delivery receipt with the notation “SUBJECT TO INSPECTION. DRIVER REFUSES TO WAIT.” When you find concealed damage after the driver leaves, the trucking line ordinarily pays only a fraction of the cost of shipping damage. This is why it is important to inspect the contents while the driver is waiting or to include the notation “SUBJECT TO INSPECTION. DRIVER REFUSES TO WAIT” with your signature on the bill of lading.
10. Any problems or questions, please call us immediately at 212-400-7488 so we can assist you. Damage claims must be filed with the trucking company within five business days.
Bear in mind that you are signing a legal document when you are signing the freight delivery receipt under the statement "received in good condition except as noted" or "received piece(s) above described in good order except as noted." acehardwareoutlet.com accepts no financial burden caused by failure to follow these guidelines. We will gladly assist in replacing damaged goods in a timely manner if the above steps are followed. By following these guidelines, it will prevent potential problems and resolve any issues quickly. Thank you in advance for your cooperation on this matter.
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Ordering and Payment Options |
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Please call us at 1-(212)-400-7488 or 1-(877)-289-9760 an ask for the Commerial & Industrial Division (C&I) or e-mail us your order at sales@acehardwareoutlet.com for a quote. You can also fax us a request for quote at 1-(718)-821-2609. We usually response within one business day. Quotes are usually valid for 10 business days unless otherwise stated on Quote.
Our Volume Ordering team will ensure that your order arrives when and where you need it so you don't miss important deadlines.
Please note: Since we offer volume discounts, we cannot accept returns on bulk orders.
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Please call us at 1-(212)-400-7488 or 1-(877)-289-9760 an ask for the Commerial & Industrial Division (C&I) or e-mail us your order at sales@acehardwareoutlet.com for our current stock availability.
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We offer online order status, a feature that will let you check on your past and pending orders. Just click the Order Status link at the top left of any page. This will take you to a logon Page. Your using your e-mail address or your order number and billing zip code, you can log on to our systems to view your past or pending orders. To get the details of your order, click on Date of Order or Order #. You'll be able to see which items have already shipped and which are in process. If your order was shipped by UPS, we'll even tell you the UPS tracking number.
If you placed your order by phone with a Customer Service representative, use your order number and zip code to view your order or call us at 1-(212)-400-7488 or 1-(877)-289-9760 or e-mail us at sales@acehardwareoutlet.com Monday through Friday between 8 am and 6 pm EST.
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Yes. We use the latest encryption technology to keep your information safe.
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At www.acehardwareoutlet.com we are committed to respecting and protecting your privacy. See our complete Privacy Policy. If you feel that we missed something or you have any questions, please contact us at sales@acehardwareoutlet.com so we can address your concern.
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We accept American Express, MasterCard, Discover, Visa, wire transfers, checks, and paypal.
In some instances we accept purchase orders from major companies, manufactuers, and universities. Please fax your request to 718-821-2609 or contact the bulk order dept at 1-(212)-400-7488 or 1-(877)-289-9760, Monday to Friday, 10 am to 4pm EST to inquire more information to setup an open account.
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Sometimes items in you order may fall out of stock while we are processing your order. In this event, you will receive an email notifying you of a delay. We will continue trying to fulfill your order as quickly as possible. You can cancel your order at any time before we actually fill it and your credit card will not be charged until your order is actually shipped from our warehouse.
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After you have clicked "Checkout", you may log on to your account and click cancel in the order status screen. If the cancel button does not appear, then your order is being process by the warehouse and you may not be able to cancel or change your order. Please contact us immediately at 1-(212)-400-7488 or 1-(877)-289-9760 Monday to Friday, 8 am to 6 pm EST to determine if we can cancel or change your order. If the order status shows shipped, then we absolutely can not cancel your order. Our system is designed to package orders as quickly as possible regardless what time it is and once packaged it is impossible to find. We process orders, twenty-four hours a day, seven days a week. However, you can return the order within 30 days from the date of shipment, and we will provide the appropriate refund. See our Return Policy posted on our website.
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We don't issue or accept coupons/promotional codes so there is NO place these codes. We believe in offering a good price all the time. We don't get involved in issuing promotional codes.
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We accept money orders, but not personal checks for amounts greater then $100. You can send a money order or check to:
Ace Hardware
Billing Dept
347 Knickerbocker Ave
Brooklyn, NY 11237
Please make check payable to acehardwareoutlet.com Please be sure to include a shipping address, price of the product and shipping, SKU # and quantity along with your complete address and your telephone number. Please include both your UPS and USPS shipping addresses.
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Yes, if you would like to place an order over the phone, please call our Customer Service at 1-(212)-400-7488 or 1-(877)-289-9760. Or, if you prefer, we can call you.
If you would like for us to call you please email your name, telephone number, and the best time to call you to sales@acehardwareoutlet.com.
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After you place your order, you will receive e-mails about your order. Below are examples of e-mails you might receive:
Order Confirmation. This e-mail confirms that we have received your order. It includes your order number. Keep this e-mail for your records.
Shipment Confirmation. This e-mail confirms that your order or part of your order has shipped. You may receive multiple e-mails depending on the items you selected, or if you ordered multiple items and they were shipped separately. The arrival time of your order depends on the shipping method selected, item selected, and the shipping location.
Important notice about your order. There are a few reasons why you would receive this e-mail, including: difficulty in processing your order, inability to ship to the address provided, credit card declines, out of stock, duplicate order, or cancellation of order. Should you receive a notice like this, please call a Customer Service at 1-(212)-400-7488 or 1-(877)-289-9760 or e-mail us at sales@acehardwareoutlet.com so the problem can be addressed
You can e-mail us at any time to request the status of your order.
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Do you send order confirmations?
We automatically send you an e-mail confirmation of your order, usually within an hour of when your order was placed.
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What if I don't receive a confirmation of my order?
If you don't receive confirmation of your order within 24 hours please e-mail us at sales@acehardwareoutlet.com and one of our agents will check our system for your order. Our customer service agents answer e-mail inquiries from 6:00 am to 6:00 pm. Please provide us with your last name, your billing zip code, and the date the order was placed.
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What if I'm having trouble ordering from your site?
Customers sometime experience problems that are related to the security settings on their browser (Netscape, IE, and AOL). You can place your order with our customer service department by calling 1-(212)-400-7488 or 1-(877)-289-9760.
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CVV2 is another anti-fraud tool used by merchants to confirm that the actual credit card is in the possession of the customer. The CVV2 code is the 3-digit number located on the back of most credit cards (usually last 3 digits.) If a customer submits the corresponding 3-digit code for the credit card being used, it is a strong indication that the customer possesses the actual card and is not just using stolen credit card numbers from a database.
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| Email us or Call us |
| To help us answer your questions as quickly as possible,please choose from one of the categories in the page that follows.Your emailwill be sent directly to the best person to help you. |
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| You can call us at : |
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| Tel: 1-(212)-400-7488 |
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| Tel: 1-(877)-289-9760 |
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