Sales Policy

General Information

It is our intention that purchasing from Craftmaster Hardware be quick and easy. We strive to provide fast shipping from a massive inventory of products. As with every purchase, there's some fine print. Hopefully, it won't be too much of a burden.

  • We accept and process orders for goods shipped to a physical address in the United States of America
  • We accept Visa, Mastercard, and American Express cards
  • Our minimum Order Value is US$ 50 (orders under US$ 50 - excluding shipping and sales taxes - will be subject to a US$ 25 administrative fee)
  • All orders are carrier insured to ensure your satisfaction
  • You may return unused or defective merchandise by calling for an RGA (Returned Goods Authorization)
  • All Orders are processed during our Hours of Operation (Monday thru Friday from 8 AM to 5 PM ET)
  • Orders placed for in-stock items before 2 PM ET will ship the same day

Payment

We accept payment by Visa, Mastercard, and American Express. You can order online with confidence since we use secure SSL technology.

Ordering

You can place an order 24 hours a day from our website. If you have questions, our customer service lines are open Monday through Friday from 8:00 AM - 5:00 PM ET. We backorder out-of-stock items and ship them when they are available. Your email confirmation of shipment will include the tracking number(s).

Shipping & Freight Charges

Orders are shipped using UPS ground services to Alaska. You can select other UPS options, including Next Day, Two Day, and Three Day services. Charges for delivery services will be added to your order unless otherwise negotiated. All shipments include carrier insurance to guarantee satisfactory delivery.

For Hawaii, the US Virgin Islands and Puerto Rico - your order can ship by available services from UPS. Charges will be added to your order. Overseas orders ship by UPS International and charges will be added to your order.

COVID-19: Since March 26th, 2020, UPS has changed some terms of its UPS Service Guarantee (Changes to Commitment Times) program. Make sure you read and understand these UPS changes. Craftmaster Hardware is not responsible for late deliveries due to these UPS Service Guarantee changes.

Pricing

Due to frequent manufacturer price adjustments based on metal cost fluctuations and overall increased costs, prices are subject to change without notice. 

Special Orders

We solicit special orders and require full payment in advance. Delivery on special orders is based on normal factory lead time which varies based on the product. We try to provide the best delivery time available. No cancellations or returns can be accepted on special order merchandise. If there is a defect or error by a factory, we will accept it for credit or replacement at the manufacturer's option.

Returns

Merchandise may be accepted for return within 60 days of purchase if it is in its original packaging and condition and has not been used or installed. Electrical products may not be returned if power has been applied.

Some items, such as keying supplies and tools, are not returnable, and this will be noted when you are making your purchase. No returns can be accepted on special order products.

You must contact us to request an RGA number in advance of returning any product! Packages that arrive without the RGA number prominently displayed on the outside of the carton may be refused and returned to you unopened. It is strongly recommended that you declare value when returning material to us that is worth more than $100, as most carriers will not cover losses over that amount without additional insurance.

See our Return Policy for more details.

Shortages

Any report of shortage must be made to Craftmaster Hardware within 10 days of receipt of your order.

Claims

All claims for hidden damage must be made within 5 days of receipt of goods. If a package arrives in an obviously distressed condition, you may refuse the shipment or sign for the package as damaged. The carrier will be required to cover any merchandise loss incurred.

If you refuse a shipment due to damage in transit, please contact us and we will duplicate your order if possible, If there is hidden damage, please contact our customer service department with the damaged material present and the packing slip in your possession.

Sales Tax

Orders shipped to Alaska, Alabama, Arizona, Arkansas, California, Colorado, Connecticut, District of Columbia, Florida, Georgia, Hawaii, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nebraska, Nevada, New Jersey, New Mexico, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, Rhodes Island, South Carolina, Tennessee, Texas, Utah, Virginia, Washington, West Virginia, and Wisconsin are subject to local sales tax. If you are ordering for an exempt organization or for resale, please contact us directly before making your online purchase. Exempt or resale certificates must be faxed to us at (800) 501-7750.

  • Alabama Department of Revenue's Required Statement: Seller has collected the simplified sellers use tax on taxable transactions delivered into Alabama and the tax will be remitted on the customer's behalf to the Alabama Department of Revenue. Seller's program account number is SSU-R011795507.

Descriptions and graphics shown are representations of products being sold. The actual product shipped may vary slightly in appearance from the photo shown.

If you have any questions, comments, suggestions or complaints - we want to know! Contact us at  800-221-3212 or email info@craftmasterhardware.com

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