Ace Hardware Customer Service

Frequently Asked Questions

Q. Do I pay online or in store?

A. Your payment is submitted online.

Q. Can I check the status of my order?

A. Yes. If you have an acehardware.com account, simply log in here and click on order history. If you do not have an acehardware.com account, you will have a shipment tracking number located on your confirmation email for ship to home orders. If you have any other questions about your order, email Customer Care here.

Q. Who do I contact if I have questions or want to return my purchase?

A. Please contact Customer Care here or visit your local store for a return. You can find your local store here. The item must be returned in good condition, in original boxes (whenever possible), and with all paperwork, parts and accessories to ensure full credit. You must have your receipt. Gas powered Outdoor Equipment cannot be returned once gas or oil has been put in it, even if the Equipment has been drained of these materials. Assembled items are not returnable. For additional information regarding returns, please click here.

Q. What if I need to return an item due to it being defective?

A. Please return the item to the store that made the delivery and make sure to have your receipt.

Q. What if I have to cancel my Ship to Home order after it's already on the way?

A. Unfortunately you are unable to cancel your ship to home order if it is already on its way to you. If you wish to return the item(s) once received, please return to your nearest Ace store. You can find your local store here. You must have your receipt.

Q. What if I have to cancel my order?

A. Please visit our Cancellations page for more information on how to cancel your order.

Q. What if I have to cancel my Deliver from Store order after it's already on the way?

A. For Deliver from Store orders, you may attempt to cancel the delivery before the order is out for delivery by calling the store delivering your package, however this will vary by store.

Q. What if I can't find my password or need to reset it?

A. You can reset your password here.

Q. Where can I find a store location?

A. Please visit our store locator here.

Q. Where can I find if a product is excluded from a promotion?

A. Please visit our "Exclusions" page here.

Q. How long does a Free Store Pick up — Fulfilled from Store order take to process?

A. Free Store Pick up — Fulfilled from Store order processing time is dependent on store hours of operation and product availability. Typically an in stock item is available for pickup within 2 hours of placing your order.

Q. How will I know when to pick up my items at the store?

A. You will receive a "Ready for Pickup" email. This email will indicate that the item(s) are ready to be picked up at the store.

Q. How long will the store hold my order?

A. Typically a store will hold your order for 5 days.

Q. What do I need when I go to my local Ace to pick up my order?

A. You will need the following items:

Receipt with Order Number
Photo Identification

Q. How long does it take to receive my In Stock in Warehouse order?

A. In Stock in Warehouse orders typically take 1-7 business days to arrive depending on your location. Please note, business days are Monday - Friday, excluding federal holidays within the United States. Your order will indicate the date the items will be available.

Q. Is there a shipping charge on Ship-to-Home orders?

A. Yes, there are shipping charges associated with Ship-to-Home orders. Shipping costs for orders placed on acehardware.com are based on the weight of the total order. An order containing multiple items typically receives a volume-shipping discount and therefore your total shipping and handling cost may be lower than the sum of individual ship charges appearing in your cart. You will be provided with the total shipping cost for your order during checkout.

Q. Does Ace offer expedited shipping options?

A. Yes, Ace offers Next Day and Second Day shipping options in addition to Standard Ground.

Q. How long does it take to receive my Ship-to-Home order?

A. Next Day Shipping (Arrives Next Business Day), Second Day Shipping (Arrives within 2 Business Days) and Standard Ground Shipping (Arrives in 3 to 8 Business Days) *Total delivery time includes processing and carrier transit time for all 50 states.

*Note: Due to COVID 19 and high demand, shipping times may be delayed.

Please note, business days are Monday - Friday, excluding federal holidays within the United States. Most items may be shipped to all 50 states via Standard Ground, Second Day and Next Day Service. However, Gift Cards can only be shipped via Standard Ground.

Q. How quickly can you Deliver from Store?

A. Please refer to the product page for the earliest delivery option.

Q. What items are eligible for Deliver from Store?

A. Not all items are eligible for delivery. If an item is available for Deliver from Store, it will be indicated on the product page and in the cart.

Q. Can I have some items delivered, some items shipped to store and other items shipped to my home?

A. Yes!

Q. Can I have some items delivered and others for pick-up at the store the same day?

A. Yes, you may choose In Store Pickup on some items in your order, while choosing Delivery from Store on others in the same cart. All Delivery items in a single order must be delivered to the same location

Q. I was able to choose Deliver from Store while shopping, but when I tried to check out, it was no longer an option. Why?

A. The delivery address you entered may not have been within the Delivery radius of the store you selected.

Q. What Should I Do If My Order Arrives Damaged?

If you pick up your order in-store or receive it through Delivery from Store or Ship to Home, please inspect the package and its contents as soon as possible. While minor wear to the packaging during transit is normal, any damage to the product itself should be reported right away.

If your item is damaged, please have your order number ready and contact the Ace store that fulfilled or delivered your order, or contact us.