Return Policy
Family Hardware gladly accepts returns within 30 days from the delivery date and must be kept in the original packaging. We do not cover return shipping unless the item was damaged/defective or the wrong item was shipped from one of our warehouses. Please include your name and order number and ship the order back to the address below. You will be contacted once the return is received.
Family Hardware
Received Damaged/Defective Merchandise?
All of our online orders ship from various warehouses through our supplier Do It Best. We do NOT ship from our main store. If you receive a damaged/defective item please email us at [email protected] with your order number and picture of the damaged/defective item. This will help start the claim process for either credit on a reship or credit for a refund of the damaged/defective item.
Order Incorrect?
If you received an item that does not match your order confirmation or does not match the item listed on our website please follow the same procedure as a damaged/defective item. Please email us at [email protected] with a picture of the item you did receive and your order confirmation number to start the claim process.
Did not receive tracking or problems with your tracking number?
Once the orders ship they are in the hands of USPS, UPS or FedEx and they are the responsible parties to get the items delivered to you as addressed. Since we are not the main shippers we do not have access to the accounts to make changes or receive notifications for tracking issues.
Did not receive tracking number: Tracking emails get sent out automatically once the tracking numbers are submitted to us. Sometimes emails can get filtered to spam if they are not recognized. If you have not received tracking after 3-4 days you can email us at [email protected] and we can check the status of the order and send the updated tracking.
Package reported damaged: Please contact [email protected] with your name and order number to notify us there was damage reported. We can make a claim to get the order reshipped or refunded depending on the current stock of the item.
Did not receive package: Please allow 24-48 hrs. for your tracking number to update from the time the order is shipped. If you have not received your package or your tracking number does not indicate an estimated delivery date after two weeks please email customer service. We can look into the issue and file a missing parcel claim to try and get the order reshipped or refunded.
Tracking says delivered but did not receive product: If the tracking number indicates the package was delivered but the package is missing it is up to the receiver to contact the carrier and file a missing parcel claim. Once you receive a claim number please email us at customer service with your claim number and your order number so we can either get the item reshipped or refunded.
