Shipping policy
Last updated: September 24, 2026
This Shipping Policy describes the shipping methods, delivery terms, fulfillment procedures, freight procedures, destination limitations, and related shipping conditions applicable to orders placed with Factory Direct Hardware, Inc. (“Factory Direct Hardware,” “we,” “us,” or “our”). By placing an order through our website, you agree to this Shipping Policy.
How Orders Are Fulfilled
Factory Direct Hardware is an online retailer. Products may be stocked or fulfilled from different warehouses, manufacturers, distributors, or other authorized fulfillment locations. Because products within the same order may be sourced from different locations, an order may ship in more than one package and items may arrive on different dates.
Inventory information and estimated availability can vary by product and fulfillment location. We do not maintain a live inventory feed for every supplier or fulfillment location. If your order is needed for a specific installation date, project deadline, or other time-sensitive purpose, please contact us before ordering so we can help confirm estimated availability and shipment timing.
Shipping Methods
Factory Direct Hardware currently offers the following shipping methods, as available for the products in your order: UPS Standard Ground, 3 Day Select, Second Day Air, and Next Day Air.
Certain items may not be eligible for all shipping methods due to size, weight, carrier restrictions, hazardous-material restrictions, or product characteristics. Large, heavy, oversized, or highly breakable items may be required to ship by freight carrier and may be subject to additional handling or shipping charges.
Order Processing and Transit Times
Shipping transit times begin only after an order has been processed, prepared, and submitted to the carrier for shipment. Processing time is separate from carrier transit time.
Orders are generally processed during normal business days only. Orders received on weekends, holidays, or after daily carrier cut-off times may not be processed until the next business day. During holidays or periods of high order volume, processing may be delayed.
Estimated transit times are provided for general informational purposes only and are not guaranteed unless expressly stated otherwise. Delivery times may vary due to weather, carrier delays, routing conditions, destination location, seasonal demand, or other circumstances beyond our control.
Expedited shipping affects carrier transit time after shipment; it does not guarantee same-day processing and does not shorten any manufacturer, supplier, warehouse, special-order, or product lead time that applies before shipment. If timing is critical, please contact us before placing the order.
Estimated Standard Shipping Transit Times
UPS Standard Ground: Typically 1 to 5 business days in transit after shipment.
3 Day Select: Delivery by the end of the third business day after shipment, not including processing time.
Second Day Air: Delivery by the end of the second business day after shipment, not including processing time.
Next Day Air: Next business day delivery after shipment, not including processing time. Carrier cut-off times apply, and orders placed later in the day may not ship until the following business day.
Split Shipments and Backorders
If your order contains multiple items, the items may ship separately, arrive in multiple boxes, or be delivered on different dates due to product availability, fulfillment location, manufacturer or distributor timing, or shipment method. We do not charge additional shipping solely because an order is fulfilled in multiple shipments.
Some items may occasionally be placed on backorder. If we are unable to ship your complete order, we reserve the right to ship available items first and backorder the remaining items. If this occurs, we will provide notice of the estimated delivery timing for the backordered items when that information is available. You will not be charged additional freight charges solely because a portion of your order is backordered.
Inventory Availability and Lead Times
Items not specifically marked as in stock may be unavailable, temporarily out of stock, or located in a manufacturer, distributor, supplier, or warehouse facility for which we do not maintain a live inventory feed. Availability and lead-time information shown on the website should be treated as an estimate unless specifically confirmed for your order.
If your project is time-sensitive, please contact us before placing your order to confirm estimated availability and shipment timing. Product availability can change before an order is processed, particularly for products sourced from outside fulfillment locations.
Freight / LTL Shipments
We use less-than-truckload (“LTL”) freight shipping for certain large, heavy, oversized, or highly breakable items. Freight items are commonly palletized and transported by truck in order to reduce the risk of transit damage.
LTL freight shipments generally require approximately 7 to 10 business days in transit after shipment, although actual transit times may vary.
Unless expressly stated otherwise in writing, freight delivery is curbside delivery only. Freight carriers do not provide inside delivery, room-of-choice delivery, unpacking, assembly, installation, or debris removal. The customer is responsible for being available to accept the shipment, for providing a safe and accessible delivery location, and for inspecting the shipment at the time of delivery.
Shipping Destinations
Factory Direct Hardware ships only within the contiguous United States.
We do not ship to Alaska, Hawaii, Canada, APO addresses, FPO addresses, or DPO addresses.
Freight (LTL) shipments are available only within the contiguous United States.
Additional Shipping Charges
We make reasonable efforts to calculate shipping charges accurately before checkout. However, we reserve the right to notify you after an order is placed if additional shipping or handling charges are required due to carrier limitations, oversized freight requirements, remote delivery location, accessorial freight services, address-related issues, or other delivery conditions not fully reflected at checkout.
If we notify you that additional shipping or handling charges are required before shipment, you may choose to approve the revised charges, modify your order if available, or cancel the affected order for a full refund prior to shipment.
Undeliverable, Refused, and Returned Shipments
The customer is responsible for providing a complete, accurate, and deliverable shipping address at checkout. If a shipment is returned to us by the carrier due to an address issue, failed delivery, refusal, missed delivery appointment, inability to contact the recipient, or another delivery failure not caused by Factory Direct Hardware, the customer will be responsible for any return shipping charges, redelivery charges, storage fees, rerouting fees, reconsignment fees, address correction fees, and other carrier-imposed charges associated with the shipment.
Examples of non-delivery events for which the customer may be responsible include, without limitation, missing apartment or suite information, invalid or undeliverable addresses, incorrect ZIP code, recipient unknown, refused delivery, package unclaimed after a carrier holding period, failed signature-required delivery attempts, restricted-access locations, gated properties, and missed freight appointments.
If the customer requests reshipment of a returned order, the customer must pay the full cost of reshipment together with any applicable carrier fees. If the customer declines reshipment, the order will be treated as a return and any refund will be subject to applicable restocking fees, non-refundable shipping charges, and any carrier fees incurred.
Damaged, Missing, Defective, or Incorrect Shipments
Please inspect merchandise promptly after delivery and before installation. If an order arrives damaged, short, appears defective, or is different from the item ordered, contact Factory Direct Hardware as soon as possible. Claims for shortage, freight damage, defective merchandise, or incorrect items must be reported within 5 days of delivery.
Do not install, alter, discard, or return the affected merchandise before receiving instructions from Factory Direct Hardware. Photos of the product, packaging, shipping carton, shipping label, damage, defect, or model information may be required while the issue is reviewed.
If shipping damage or loss is confirmed to have occurred in transit, Factory Direct Hardware will handle the appropriate carrier claim. Depending on the circumstances, the available resolution for damaged, defective, missing, or incorrectly shipped merchandise may include replacement parts, a replacement product, manufacturer warranty service, a return authorization, store credit, or a refund.
Factory Direct Hardware is not responsible for labor costs, installation costs, project delays, or other consequential expenses arising from damaged, defective, delayed, missing, or incorrect shipments, except where such limitations are prohibited by applicable law.
For additional information regarding returns, refunds, eligibility requirements, and claim procedures, please review our Refund Policy.
Shipping Confirmations
After an order is placed, you will receive an email confirming that we have received your order. When your order ships, you will receive a shipment confirmation email. If your order ships in multiple packages or shipments, you may receive more than one shipping confirmation email.
Free Shipping Offers
Factory Direct Hardware offers free shipping on qualifying orders over $299.00 delivered by UPS Standard Ground and on qualifying orders over $2,500.00 delivered by curbside freight (LTL), within the 48 contiguous United States only.
Free shipping promotions are offered for a limited time, may be modified or discontinued at any time without notice, and do not apply where excluded by product type, destination, freight requirements, carrier restrictions, or other stated limitations.
Contact Information
If you have questions about product availability, shipment timing, freight delivery, or a shipment-related issue, please contact Factory Direct Hardware at cs@factorydirecthardware.com or (855) 368-1040.