FAQ

How do I return an item?

Procedure:

Note: When exchanging a product your item must be fully returned to credit before you can exchange the goods. For this reason the procedure for an exchange and a return is the same. 

  1. Must Contact Total Hardware's Online Support Team (Whats app, email or phone) and confirm receipt information. (contact information at bottom of page)
  2. If the return/exchange is approved by your customer representative please package product(s) as best you can
  3. Depending on procedure you may need to bring the product in (with set appointment from Support Team) or we will pick it up (additional charges may apply) 
  4. Our Delivery Specialist Team will review the product(s) and confirm the condition with management and the Online Support Team. This process is often done right away.
  5. Once all product(s) have been checked off an information is processed your account will be credited the product value plus any taxes paid. 
  6. There are NO Cash Refunds for online purchases. You may use your account credit towards your next purchase. 

Items that do not qualify for returns/exchanges:

  • Cement
  • Paint
  • Spray Paint
  • Sanitary Ware

 

How do I cancel an order?

It is important to cancel your order as soon as possible. Our Delivery system is extremely fast as we try to serve our customers as soon as possible. It is important to remember that there are NO Cash Refunds for online purchases. Upon same day cancellation your card will be credited (please allow 1-4 Business days). Reasons for cancellation may include;

  1. Purchased the wrong amount of items.
  2. Purchased the wrong colour
  3. No longer wanting the item.

What is a "restocking fee"?

All Returns, exchanges and cancellations are subject to a restocking fee up to 20%. The restocking fee is non-negotiable.

 

Purchase with Confidence:

Our Main Goal is to provide our customer with a much simpler form of purchasing. Shop from home and do it confidently! We have several security measures in place to protect your information from any and all online threats. Please contact our Online Support Team with any questions!

Delivery Procedures:


All Items are inspected at the point of delivery.

Each item is removed from the box and inspected by the customer and the delivery staff.

The products are then signed off by the aforementioned persons.

This quality assurance check is to ensure that the customer is getting exactly what they requested in the condition it was requested. We always perform this QAC (Quality Assurance Check).

 

Delivery Policy


Standard Delivery:


​In most cases your products can be shipped within 1-4 Business days.

We are heavily focused on providing our valued customers with their products as soon as possible. In some cases next day delivery is available.

Delivery to Remote Locations:
At Total Hardware & Supplies, we endeavour to deliver above and beyond.

However there are some locations that we are unable to deliver to due to the remote nature of some areas. If you have any queries about this please call Monday - Friday 9am - 5pm (EST).


Next day delivery Charges and Information:


Next Day Delivery: To maximize the speed of delivery, all orders placed before 1:00pm in order to be eligible for next day delivery.

Delivery time is based on working days, are approximate only and may vary according to weather and road conditions. “Special order” items may take longer.

No liability for late delivery.

Orders which require more than one vehicle may be subject to an additional delivery fee.

Large Items:


Large items are those which require extra handling. Because of this, they take longer to transport and may incur a higher delivery charge.