Frequently Asked Questions
Orders & Purchases
How do I cancel or edit an order?
How do I cancel or edit an order?
Unfortunately, our system is automated and purchase orders are sent directly to our vendors for processing. However, we understand that mistakes happen and in rare instances we may be able to catch an order before it ships. If you need to edit your order information, such as the delivery address or contact number, please contact our customer service as soon as possible.
Here’s what you can do:
- Contact our customer service via email address, or Live Chat.
- Have your order number ready when contacting customer service.
- We cannot guarantee changes to orders after 24 hours of placement. This is because orders are processed once received
How can I track my order?
How can I track my order?
You can track your order by checking the shipping confirmation email, which contains a tracking number and a link to the courier's website. Alternatively, log in to your account on our website, navigate to "My Orders," and click on the tracking link provided for your order.
What if there is a problem with my order?
What if there is a problem with my order?
If there is an issue with your order, please contact our customer service team as soon as possible. You can reach us via shop@nyhardware.com, phone, or through the contact form on our website. Provide your order number and a brief description of the problem so we can assist you quickly.
I didn't receive all of my order?
I didn't receive all of my order?
If part of your order is missing, please check the shipping confirmation email to see if the items were sent separately. If all items should have arrived together or if you have concerns, contact our customer service team with your order number. We’ll investigate and resolve the issue promptly.
Returns & Exchange
What is your returns policy?
What is your returns policy?
We offer a 30-day return policy for most products. Items must be in their original condition, unused, and with all packaging intact. Please refer to our Returns Policy page for more details on eligible products.
How do I initiate a return?
How do I initiate a return?
To start a return, go to our Returns Portal. We’ll provide detailed instructions, including where to send your item. Please review our Return Policy before initiating a return, to make sure it's eligible.
Important: Please don’t send items directly to the manufacturer without our instructions. Items returned without an RGA number can’t be refunded.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
Yes, exchanges are available for most products within 30 days of receipt. Simply let us know the item you’d like to exchange for, and we’ll guide you through the process.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once we receive your returned item, processing typically takes 5-7 business days. Refunds will be issued to your original payment method, or the exchanged item will be shipped promptly.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
Shipping typically takes 1-2 business days, on most items, after your order is processed. In total, you can expect to receive your order within 7-10 business days. Delivery times may vary depending on your location and the shipping method chosen at checkout. We do offer expedited shipping services, but please note that this is on top of processing lead times. Other items are custom ordered for you and may take up to 4-6 weeks, depending on the vendor.
Do you offer expedited shipping?
Do you offer expedited shipping?
Yes, we offer expedited shipping options at checkout. Delivery times for these services are faster, typically within 1-3 business days after processing. Additional charges may apply.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If your order hasn’t been processed yet, you can contact our support team to update your shipping address. Once the order is shipped, we’re unable to make changes.
General
What should I do if an item is not shown on the website?
What should I do if an item is not shown on the website?
If you don’t see a product listed on our website, we can likely order it through our showroom. Not all items are featured online, so please contact us at shop@nyhardware.com and a member of our team will be happy to assist you.
Please note: While our website features over 100,000 SKUs, our showroom has access to millions of products. If it’s hardware, we have it.
Where is New York Hardware located?
Where is New York Hardware located?
Even though our name says “New York,” we’ve always been based right here in Costa Mesa, California. Our showroom has been serving the design community for decades, and our team of hardware experts would love to help with your next project.
Fun fact: The name New York Hardware came from a vintage sign that the original owner, Scott Sarkisian, discovered reading “NEW YORK HDW & FURN CO.” The sign stuck — and so did the name!
