Orders & Returns
Returning an Online Purchase
For your convenience, your online purchase can be returned by mail or courier to J.R.E. Hardware within 30 days of your invoice date. Merchandise being returned must be unused and in the original packaging. Refunds will be credited to the original purchasing credit card or paypal account number.
If you are not completely satisfied with your online purchase for any reason, please request a Return Authorization. Some exceptions apply (please see below).
To request a Return Authorization:
Please email us at email@example.com. Include your name, order#, item(s) to be returned, and the reason. You will receive a Return Authorization # in 1-2 business days with shipping instructions.
Customers are responsible for return shipping charges with the courier of their choice. If the returned shipment is lost or damaged it is the customers’ responsibility to file a claim.
We will notify you via email once the return has been processed and the credit has been applied to the original purchasing credit card account number.
Return Directly to JRE Hardware:
Your original receipt must accompany your returned items(s) to process your refund.
Please email us at firstname.lastname@example.org within 30 days of your order date. Include your name, order#, defective item, a brief explanation of the defect and whether you would prefer a refund or a replacement. We will send you a Return Authorization # and a prepaid return label (for returns up to 70 lbs.). You will have the option of bringing the return to a Canada Post or FedEx drop-off location or calling the applicable carrier to schedule a pick up.
Please email us immediately at email@example.com. if you received the incorrect item(s). Please include your name, order# and details about the incorrect item(s) shipped to you. We will send you a Return Authorization # and a prepaid return label (for returns up to 70 lbs.). You will have the option of bringing the return to a Canada Post or FedEx drop-off location or calling the applicable carrier to schedule a pick up. Upon receipt of the returned items JRE Hardware will arrange to have the correct item(s) shipped.
Returns Exceeding 70 lbs.:
Oversized or heavy items that need to be returned may require being placed on a wooden pallet. Common carriers (freight trucks) may be used for pick-up.
Return Policy Exceptions:
Non-returnable items include: customized items (including but not limited to powder coated, cut or drilled items), clear-out items, special-order items (non-stock items), items not in their original packaging, items that have been used, and items not in their original condition.
ANY ITEM RETURNED WITHOUT A RETURN AUTHORIZATION NUMBER WILL BE REFUSED AND RETURNED TO THE CUSTOMER AT THE CUSTOMERS’ EXPENSE.
Goods Damaged in Transit
Do not accept shipments that are noticeably damaged upon arrival. If you discover any damage due to shipping contact JRE Hardware immediately at firstname.lastname@example.org. All customers must submit any claims for shortages or damage within 48 hours of signing for the shipment. Please include your name, order#, details of the damage and if possible pictures. Do not discard any damaged material. Retain the shipping carton, inner packaging and courier shipping label. JRE Hardware will file a claim with the courier.
Please contact us immediately at email@example.com if any items are missing from your order. Please include your name, order# and what item(s) are missing. Once confirmed we will immediately arrange to have the missing item sent.
Customer Service number is 250-824-5555, Monday-Friday 8:00AM-5:00PM EST