Freight Policy / Sample Policy / Return Policy
Shipping Policy:
B & B / Decor Hardware ships most orders from our warehouse in San Antonio, Texas. Although this may take a few extra days to process orders that are not in our warehouse stock, it allows us to verify items being shipped and offer mixed brand shipments without a "per brand" freight charge. If you want to mix items from 4, 5, 6 brands or more, no problem. Grab some craft wood items along with your cabinet knobs. Sure. Need a couple of soft close drawer slides to replace those high use drawers that are acting up. We will coordinate and bring it all together into a single shipment. (Please note, there are a few items that could void the free freight deal offered on our web site. Such as drawer slides.)
In stock orders ship within 2 business days.
Orders with items that have to be ordered usually ship within 7 to 10 business days.
We will email you once your order processes into our system and inventory levels are evaluated. If your product has to be ordered, we will include in that email a good faith estimate based on the factory or factories represented in your order. If there is a substitute item from a different brand in stock that would complete your order, that option will be made available to you in the email as well.
All estimates on shipping are based on the ship date, not the arrival date to your door.
Within the continental United States: (Lower 48)
Decorative knobs and pulls purchased through our web site qualify for the following:
**All decorative hardware only orders process with a flat $12.95 Shipping and handling charge. (Some smaller functional items like hinges also quality)
(Shipping method is at shippers discretion and is usually either UPS or USPS. If your address does not support both shipping methods, please let us know.)
**On orders of $100.00 or more decorative product valued at our standard web price, we will provide "no cost to you" shipping. (For any mix of decorative items sold on decorhardware.com at our standard web price.)
(Shipping method is at shippers discretion and is usually either UPS or USPS. If your address does not support both shipping methods, please let us know.)
**Functional items, such as drawer slides and cabinet organizers, will have a freight charge added to any order that contains those items.
B2B customers may have a modified freight program. Details will be provided upon the completion of your customer application.
Other locations outside the lower 48:
Freight is quoted on an order by order basis. (Location restrictions may apply.)
Sample Policy:
Samples are expensive for you to return (and for us to process) but we understand that sometimes there is no substitute to seeing an item "in the environment" to make that final decision.
In an effort to minimize the cost of handling and processing samples, but still offer you the option, the following program is in place.
First narrow down your options. We provide as much information on our website as we can to help this process. We have also created a BBI Color Tag that helps in matching colors between different brands. If you have questions, feel free to email us. We will do what we can to help. (Since we actually handle the product, we have some insight on how colors work together. We are not a web sales company, we are a hardware distributor/store that looks at this hardware every day.)
Once you have it narrowed down to 3 different options, process a separate order with the comment field noted as "Samples" (size and value restrictions apply, see below)
Process your order under the Money Order payment option and we will be in touch via email with any details concerning the sample order. (Different brands have different policies concerning samples and one piece orders. We will also be able to give you a time frame on the samples and then coordinate the $5.00 per item special freight charge if the items quality and we are all in agreement as to time frame.)
Limit of one (1) each of 3 different items.
There is a flat $5.00 shipping and handling charge per qualified sample item and the sample is FREE. (So, three qualifying samples would run $15.00 (plus tax if applicable.) Samples are sent out via USPS.
These samples are yours to keep. Use them, share them, set them on a shelf as decoration. (Well, not many people would do that.)
Restrictions to sample program.
One (1) each of any three different decorative hardware items
(Knobs or pulls) under 7" long and valued under $20.00 can be ordered as samples.
Samples are not returnable. They were FREE.
Samples may be shipped from our warehouse or directly from the manufacturer depending on the item and brand. Samples that do not qualify as samples under this program are considered a purchase and any returns are subject to the return policy.
Returns:
We have tried to make this as painless as possible. Returns are no fun for anyone, but we want you to be happy with your purchase.
We can only accept NEW, unopened items for return and within 20 days of the order delivery date.
(If you think about it, we only sell new product so this protects YOU from some previous persons return problem. Installed and stripped out the screw holes for example.)
Items purchased through this web site may be returned less a 20% restocking fee and less any freight costs, charged or included in the price of the item.
On returns accompanied by an order of equal or greater value, restocking fees are waived and the order total (less freight charges) is applied to your new order.
(On your replacement order, process your order under the Money Order payment option so we can apply your credit and coordinate with you on how to handle the difference.)
Return Process:
Email us with your order number and contact information for a return authorization number. We will email you back a form to enclose with the shipment. (Boxes are coming and going here every day. The paperwork is important to identify the box.) Once received, package up any un-opened items in a manner so they are protected properly. (Remember, if they are not in new condition, we can't offer the exchange or refund.)
Samples are not returnable.
Shipping charges are not returnable. (Weather billed separately or included in the price of the item.)
Defective item.
Please email us with a description and picture of the defect and include your order number and contact information. Our customer service department will contact you with the next step to get the problem resolved quickly. Keep all the packaging, we may need to send a call tag or shipping label to get the defective item back. (Variations in color on two tone finishes and living finishes are part of their charm and is normal and not considered a defect in the finish. If you have a question about a finish, please email or call.)
Freight damage.
Please take pictures of the package before opening it if possible. Keep all boxes and packaging. This may be needed to file a freight damage claim if the product inside was also damaged. Also take pictures of the damage to the product. Please email these pictures and your order number and contact information so we can resolve the problem quickly and efficiently.
care@decorhardware.com