Shipping policy

Effective Date: April 5, 2026

This Shipping Policy describes the shipping methods, delivery terms, 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.

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.

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, warehouse location, vendor fulfillment timing, or shipment method. We do not charge additional shipping solely because an order is fulfilled in multiple shipments.

Although we maintain strong fill rates, 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. You will not be charged additional freight charges solely because a portion of your order is backordered.

Inventory Availability

Items not specifically marked as in stock may be unavailable, temporarily out of stock, or located in a supplier or warehouse facility for which we do not maintain a live inventory feed. If your order is time-sensitive, please contact us before placing your order to confirm estimated availability and shipment timing.

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

If your order arrives damaged, short, defective, or incorrect, you must notify 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.

If shipping damage or loss occurred in transit, Factory Direct Hardware will file the appropriate claim with the carrier. If an item is confirmed to be defective, we will send a replacement item together with a return label for the defective merchandise. If we shipped the wrong item, we will send the correct item and provide a return label for the incorrect item.

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.

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 shipping, freight delivery, or shipment-related issues, please contact Factory Direct Hardware customer service at (855) 368-1040.