FREQUENTLY ASKED QUESTIONS
- GENERAL
- ORDERS
- PAYMENTS
- RETURNS
- SHIPPING & DELIVERY
GENERAL
Is shopping at AceHardware.com the same as Mountainhardwareandsports.com?
No - Items purchased on AceHardware.com will be processed differently than orders placed directly through our checkout. Certain products and brands are only be available for purchase through AceHardware.com or Mountainhardwareandsports.com.
Can I special order items that are not in stock?
If you can’t find your desired item at Mountain Hardware and Sports, we can special order from more than 60,000 items from Ace Hardware. If Ace Hardware does not have it, we can try and locate the source for that particular item.
Do you offer promotions, discounts, or coupons?
We offer new promotions or discounts for our customers on a regular basis. If you would like to stay up to date with any promotions, discounts, or coupons, we recommend signing up for our newsletter. Discounts and coupons may not apply to certain brands or products.
The monthly deals can be found online for each store here.
What is Ace Rewards?
Ace Rewards is a rewards program customers can use to earn discounts and coupons at participating Ace Hardware retailers. For every $1 you spend at our store, www.acehardware.com and/or at any participating Ace Hardware retail store, you will earn 10 Reward points. For every 2,500 points you earn (which means for every $250 you spend with us, or participating Ace stores), you will receive a $5 reward that can be used at any participating Ace Hardware store. You will also receive exclusive member only offers during each monthly sale.
To sign up for Ace Rewards – visit our store, or register online at acehardware.com/ace-rewards or in the Ace Hardware app.
What is your coupon policy?
Discounts are not progressive on cumulative purchases. Must present coupon in-store to receive offer. Discount applies to the regular price of in-stock merchandise only. No rain checks will be given. Cannot be combined with other offers. Discount does not apply to phone orders or special orders. Discount not valid on sale, discounted and clearance priced merchandise, rental, in-store services, Ace gift cards, city stickers, garbage tags and lawn/trash bags, lumber and building materials, fuel, previously purchased merchandise, Benjamin Moore®, Magnolia Home Paint, Weber® branded products, Nest branded products, STIHL® branded products, TORO® branded products including select power tools and power equipment, YETI® branded products, Traeger branded products, Big Green Egg branded products, water heaters, grills, and other items that each participating store may designate, or in conjunction with any other coupon, excluding Rewards coupons. Additional exclusions may apply. See store for full details. Offer good in USA except where prohibited or otherwise restricted by law. Void if copied, transferred, sold and where prohibited.
Do you offer senior citizen or military discounts?
At this time, we don’t have a senior citizen discount, but we do offer a military discount.
ORDERS
How do I make an online purchase?
To place an order online, make sure you are logged in to your Mountain Hardware and Sports account, or create an account.
Next, search for the items you would like to purchase using the search bar or browsing different categories. To add an item to the cart, select the ‘Add to Cart’ button on the product page. After you’ve finished adding your items, click your cart in the upper right corner of the screen and proceed to checkout.
On the checkout page, fill out your information as needed and follow the forms on each page. After you’ve added your payment method, make sure you review your items for purchase before placing your order.
After placing your order, you will receive an email confirming your order.
How do I purchase items on AceHardware.com for in-store pickup?
Because we are an Ace Hardware distributor, you can place orders for products in stock on AceHardware.com and choose in-store pickup to get your order as early as the same day.
Visit AceHardware.com and make sure your store is set to any Mountain Hardware & Sports location like below.
After setting your location, find the items you'd like to purchase. Items available for in-store pickup will be indicated with a "Free Store or Curbside Pickup" icon below the add to cart button.
How do I cancel or modify my order?
To cancel or modify an existing order placed in our online store, please reach out to graham@mountainhardwareandsports.com for any order changes.
To cancel or modify an existing order placed on AceHardware.com, please follow the instructions on your order confirmation email. For more information, visit Ace Hardware Customer Support Center.
PAYMENTS
What forms of payment do you accept?
We accept VISA, Mastercard, Amercian Express, Discover, Apple Pay and most other major payment methods in our store.
How long do I have to wait for a refund?
Typically, once the product has been returned and the refund has been processed, due to bank processing times it could take 5-7 business days for you to see the refund.
RETURNS
What is your return policy?
Items that are in new condition with the original packaging, we accept most returns within 90 days of purchase with a valid receipt. Products may be exchanged for the same currency with which they were purchased or for a store credit. Checks that have cleared a 10 day waiting period will be refunded cash.
Defective merchandise must be returned within 90 days of purchase unless covered under manufacturer’s extended warranty. A 20% restocking fee may apply to special orders, and products no longer carried by the store.
Can I return tire chains or cables I purchased?
No - due to safety concerns, we cannot accept any returns on tire chains or cables after they have been used.
SHIPPING & DELIVERY
What delivery carriers do you use?
We use UPS for most shipping needs. If you prefer another carrier, please contact us before placing your order. Shipping charges will be shown on your order before finalizing your purchase.
How long does it take for my online order to be delivered?
Typically, your order will arrive 5-7 business days after it has been shipped. Shipping delays can be caused by inclement weather or other factors.
How can I track my online order?
Depending on whether your product was ordered from AceHardware.com or MountainHardwareAndSports.com, you can locate your tracking link in the order confirmation sent to the email you provided for your order at checkout.
CAN'T FIND THE ANSWER YOU'RE LOOKING FOR?
If you can't find the answer to your quesiton, please don't hesitate to contact us at any of our locations.
