Frequently Asked Questions
We have assembled some of the most frequently asked questions to our customer service department. If you do not find the information you were looking for, feel free to contact us
and we will answer your questions as soon as possible.
Q: How do I contact you?
Q: How can I order at the Hardware Hut?
Q: What do you charge for shipping?
Q: Do you charge sales tax?
Q: Will you ship orders internationally?
Q: Do you have a sample policy?
Q: Do you have any testimonials I can look at before placing an order?
Q: Is it possible to save items in my cart while I do further research (without placing an order)?
Q: How do you ship your orders?
A: Most of our orders are shipped via UPS ground or US Mail. Orders shipping to Alaska, Hawaii, US Territories or Internationally are subject to additional fess and/or shipping charges and may be shipped by another method such as UPS 2nd Day Air.
Q: How long does it take to receive an order from you?
A: All of the lead times are posted on the item itself, and on the confirmation page of the order form. The lead times vary depending on the item, some things are custom made and take longer. The lead time applies to all orders shipping within the continental United States only.
Q: Why did I receive part of my order but not all of it?
A: Most items on our website ship from independent manufacturer locations and do not ship together. Depending on where you are located some items may get to you sooner than others. If an item is on backorder, it will typically be posted on our website or a mention of it will be on your copy of the invoice that is emailed to you.
Q: Why do I have multiple charges from your company?
A: When an order is placed with our company, you are given a grand total of that order. We bill your credit card for this amount at the time the order is placed. You may see multiple charges on your card if you added to your order after it was placed or if you have asked for an express shipping method. You may receive multiple invoices if your order ships from multiple locations. These are copies of the shipment receipts for your records and will add up to the total of your original order.
Q: Will I get an Email confirmation?
A: We do email a confirmation of your order as soon as it is placed. Once the order has shipped out we will send another Email with a PDF file invoice to show the order has been billed to your credit card.
Our email confirmations are automatically generated from an Internet server, please do not respond to these Emails as they do not get back to us.
If you do not see an email confirmation from us, the email has either gone into a junk mail or SPAM folder or the email address was entered incorrectly on the order.
Q: Can I save my past orders for future reference?
Q: What does it mean when a product says "signature required"?
A: The Manufacturer for the product in question requires your signature upon delivery (in person, no exceptions). 3 attempts will be made for delivery. If you are unable to sign for the package(s) and it is returned, full restock fees will apply. Please call our customer service with any further questions.
Q: Do you have any coupon codes?
A: We currently have a coupon code for all Emtek Hardware. Just enter the code EMTEK in the shopping cart during checkout.
Please note, coupon codes found on third-party "Promotional" websites are not accepted.
Q: How do you measure for your cabinet door overlay?
Q: What are the differences between all of the various kinds of cabinet hinges?
Q: How do I know what door hinges are right for me?
Q: What is a backset for door hardware?
Q: How do I figure out what handing my door hardware is?
Q: What do the different functions for the door hardware mean?
Q: What manufacturers do you carry products for?
Q: What is the difference between a grille and a register?
A: A register is a vent cover that is typically used on forced air ducts, they have a pre-attached damper or louver to control airflow. Registers typically do not come with screw holes and are made to be "dropped" into an opening.
A grille is a vent cover only; it does not come with a damper. A grille typically has screw holes to be mounted onto a ceiling, wall, or floor. A grille is sometimes known as an air return cover.
Q: What is oil rubbed bronze?
A: "True" oil rubbed bronze is a "living" finish that will change over time. Unlike other finishes (like brass or chrome) there is not a standard oil rubbed bronze finish, instead it is a manufactured process that is applied over brass. This is why there are different shades of oil rubbed bronze and why no two oil rubbed bronze finishes will ever truly be the same. That process will vary even more from one manufacturer to another.
Q: What is your return policy?
Q: Do you charge restock fees if I return my order?
Q: How and when will credit be issued after I return something?
A: Credits are typically returned to the credit card that was used on the original order within 30 working days. Some items will be returned to the individual manufacturer locations and some will be returned to our warehouse. The manufacturer will not issue credit to you directly as they do not have access to your credit card information. They will mail us a credit memo upon receipt of your merchandise and we will issue credit to your card.