Help Center
Returns or exchanges
Do you make returns or refunds?
We have a 30-day return policy, we recommend you review our refund policy. Click here to see our refund policy
Frequent questions
What products can I return?
Most new, unopened items sold and shipped through Hardware Collection can be returned within 30 days of delivery for a full or partial refund, depending on the case.
NOTE: Products made to order such as imports, manufacturing or special orders confirmed and paid are not refundable.
When will I receive my refund?
Normally within 15 business days. Most refunds are received in full within 3 to 7 days once the return is received and processed. See refund policy
Does Hardware Collection perform replacement?
We can only replace the product with an identical product of the same version, and you are responsible for returning the damaged product within 30 days. If you want to exchange it for another product, you will have to return the product, receive a refund and place a new order.
How long does it take to process a return or exchange?
Once the package has arrived at the warehouse, our team will inspect the items and then return them to inventory within 3 to 7 business days.
Upon delivery and processing of your return package, the payment amount will be issued to the original payment method used after placing the order. This can take 3-5 business days after our inspection team has returned the items to inventory and warehouse.
Remember that your bank may take 15 business days or up to two billing cycles to reflect the refund on your account statement.
Please note that sometimes we will not be able to refund the full amount of the order, in this case we will make a partial refund of the amount paid for the order.
When will I receive my refund?
Upon delivery and processing of your return package, the payment amount will be issued to the original payment method used after placing the order. This can take 3-5 business days after our inspection team has returned the items to inventory and warehouse.
Remember that your bank may take 15 business days or up to two billing cycles to reflect the refund on your account statement.
Shipping and deliveries
¿How much time does my order take to arrive?
Normally our standard shipping times are 3-7 business days. In the same way, we recommend you review our shipping policy.
What is the parcel you use to make shipments?
What parcel can reach my city to deliver my order?
If you have doubts about which package we will use when sending your order or you are in a remote area where there is little coverage and you can provide us with additional information, we recommend following these steps:
1.- Contact our customer service via email or WhatsApp
2.- You can provide us with your shipping address and mention that you are in an area where there is little coverage
3.- If you know which parcel service has coverage in your area, you can let us know so we can report it to the warehouse and have it taken into account.
It is important to consider that for deliveries to remote towns, third-party partners may be used to ensure the arrival of your orders. Although this may take a little longer, we work diligently to ensure the safe and efficient delivery of your shipments.
We appreciate your patience and trust in our service as we extend our delivery network to reach remote locations.
Where can I find my tracking number?
You will find your tracking number in the shipping confirmation email. In case you do not receive this email you can contact our customer service to support you, give you your tracking number.
You can also ask us about the status of the shipment, you just have to provide us with your order number and we will be happy to help you.
What can I do if my order was delivered but I didn't receive it?
The first thing we recommend is that you don't worry, you can always contact us to review different solutions.
We suggest triple checking around your property, mailbox, reception area, locker, or even with your neighbors. Sometimes parcels may have errors in their system.
Generally, parcel couriers visit the shipping address 2 to 3 times during 3 to 7 additional business days for the delivery of the package. We recommend that you wait. It is very common for packages to be delivered a few days after being marked as delivered. .
If after that time you have not received your package, we recommend that you contact us to open a case internally and provide you with a solution.
What can I do if my order arrived incomplete or broken?
Do not worry, if you have this problem, you can contact us and we will provide you with different solutions, your satisfaction is our priority.
You can always send us a photo to our customer service via email, WhatsApp or social networks and we will respond for the error.
For most items sold at the Hardware Collection, you can return items you receive damaged for a refund or replacement within 30 days of delivery of your order.
What can I do if my order has not been shipped yet?
The shipping process for your order may take several days to start and complete, and your order may not ship until the day before the delivery date or even the same day.
If at the time of placing the order, the item was not available, check if we have sent you an email in the first 15 days since the order was placed.
What can I do if my order has been shipped but has not yet been delivered?
If your shipment is still in transit and has not been delivered on the originally scheduled date, in our experience, most shipments usually arrive 2 or 3 days after this date.
We recommend that you wait this additional time to receive your order. If you do not receive your package, we will be happy to assist you through our customer service.
It is important to consider that for deliveries to remote towns, third-party partners may be used to ensure the arrival of your orders. Although this may take a little longer, we work diligently to ensure the safe and efficient delivery of your shipments.
We appreciate your patience and trust in our service as we extend our delivery network to reach remote locations.
What can I do if my item is incorrect or not what I expected?
Do not worry, if you have this problem, you can contact us and we will provide you with different solutions, your satisfaction is our priority.
You can always send us a photo to our customer service via email, WhatsApp or social networks and we will respond for the error.
For most items sold at the Hardware Collection, you can return items you receive damaged for a refund or replacement within 30 days of delivery of your order.
Orders
How to place an order?
1.- Go to our page www.hardwarecollectionofficial.com
2.- Select the product of your preference. (You can contact our customer service for more personalized attention if you have any questions)
3.- Remember to read the product description and all the details .
4.- Add the product to your cart.
5.- Proceed to the payment screen (Checkout).
6.- Register your address and contact details.
7.- Choose the type of shipping and payment method (We have several payment methods: Credit/Debit Card, PayPal, Bank deposit and transfer).
Click here to review our payment methods
8.- Confirm your purchase.
9.- You will receive a confirmation email with your purchase information.
Can I make changes to my order?
We understand that errors can occur when making your purchase through our online store, which is why we recommend you place your order slowly or if you have questions you can contact our customer service to help you place your order.
If your order has not yet been completed, we are happy to make changes. Remember that we cannot make changes after 1:00 pm central time or if your order has already been shipped.
What happens if I haven't received my confirmation email?
After you have placed your order, confirmation is usually sent within 15 minutes. We recommend checking your spam/junk folder, sometimes emails can end up there.
If you cannot find your confirmation email, don't worry, you can contact us and provide us with your order number, or personal information to search it in our database.
Where can I check the status of my order?
Imported products?
Some of our products are imported internationally and import times can range from:
- FritsJurgens 4.0 to 6.0 weeks
- Athmer 4.0 to 4.5 weeks
- SIMONSWERK 5.0 to 8.0 weeks
- DON-JO 3.0 to 4.0 weeks
- LE Johnson 3.0 to 3.5 weeks
- OTLAV 6.0 to 7.0 weeks
- Samsung 3.0 to 3.5 weeks
- HCW 12.0 to 13.0 weeks
- EMTEK 3.5 to 4.0 weeks
- BALDWIN 4.0 to 6.0 weeks
- Hafele 3.0 to 4.0 weeks
- Strongar Hardware 3.0 to 4.0 weeks
- Valli&Valli 10.0 to 11.0 weeks
- Accurate 4.0 to 6.0 weeks
Imported products must go through a customs review process and this may cause your order to be delayed in its delivery date. We will notify you if you have any problem or customs restriction.
General information
How can I contact your customer service?
If you have any questions about your order, clarification or suggestion, do not hesitate to contact us, it will be a pleasure to assist you.
Customer service: Monday to Friday 9:00 am to 18:30 pm and Saturdays 9:00 am to 2:30 pm
Email: support@hardwarecollectionofficial.com
Telephone: 52 800 461 0779
WhatsApp: 1 475 405 1219
Headquarters: Calzado San Pedro 108 B Del Valle, San Pedro Garza García, Nuevo León, México, 66220.
What happens if I have not received a response to my request?
Remember that you can communicate with us through email, WhatsApp or social networks.
Keep in mind that we receive a considerable volume of tickets per day, which is why we ask for your patience so that a member of our team can assist you. Be sure to check your email or inboxes. Usually our support team responds very fast, speed is one of our qualities to meet our needs. If the request was sent outside of our business hours or during the weekend, we recommend that you wait 24 hours.
In the unlikely event that the requested timeframes have passed and you still haven't found a response, we recommend submitting another ticket or request.
Payments
What are your payment options?
PAYMENT METHODS
Currently Hardware Collection offers 2 payment methods through which you can make your purchase.
1.- PayPal
Pay through your PayPal account. Remember that if you do not have an account directly with the gateway, the first thing you should do is create an account through the official PayPal page, associate your debit and credit card and then you can pay for your product in our online store.
If you have a PayPal account, when you click on "finish the order" in the payment window, you will be redirected directly to PayPal where you can enter your personal account and make the payment with your debit card. or credit.
2.- Market Payment
Our online store also has the Mercado Pago option through which you can pay with a debit or credit card (Mastercard, American Express, VISA), cash payment through participating stores such as Oxxo, Seven Eleven, among others. , or deposit or bank transfer. Once you select the Mercado Pago option in the payment window, you must click on "finish the order" to be redirected to Mercado Pago and select the payment option that suits your needs.
Remember that if you have any questions, do not hesitate to contact our customer service , and we will gladly advise you.
Can I make my payment in cash?
Shop the Hardware Collection and pay cash at participating stores. If you do not have a debit or credit card, you can make your purchase in cash using our payment gateway called "Mercado Pago". All you have to do is follow these steps:
1.- On the payment screen select the gateway called "Mercado Pago"
2.- Click on "Finish order" to be redirected to "Mercado Pago"
3.- Select the "Cash" option
4.- Select the option that is to your liking
5.- Click on "Pay"
6.- You will receive a confirmation email to be able to make your payment, also in the window you will see the reference number and the agreement to use.
7.- Make your payment and contact us to process the order
participating stores
Oxxo, 7-Eleven, Circle K, Soriana, Extra, Calimax, Chedraui, Telecomm, Farmacias del Ahorro or Casa Ley
Frequent questions
What is "Pay in store or in cash?
“Pay in cash or in store” is a payment option that allows our customers to pay for their Hardware Collection orders in cash at any participating store location.
How long do I have to pay?
For a limited time, you have 72 hours to pay for your order. If you do not make your payment within 72 hours, your order will be canceled and you will have to place a new order for your products.
What impact does cash payment have on delivery times?
We will send the products soon after receiving the confirmation of your payment from the store. Estimated delivery times reflect the 72 hours* you have to pay for your order. *Limited Time
Are there fees associated with purchases paid in cash?
Hardware Collection does not charge additional fees, merchants charge a fee per transaction. Oxxo, Farmacias del Ahorro, 7-eleven, Circle K, Extra charge an additional fee per transaction.
What can I do if I want to pay cash and the participating store is not available?
If the “Pay Cash in Store” or convenience store option is not available, your purchase may not qualify.
How can I locate a store near me?
Remember that you can pay at any store of the following chains: Oxxo, Farmacias del Ahorro, 7-eleven, Circulo K, Extra. To locate your nearest store, you can do it directly from the geolocation (GPS) application on your phone.
Do you still have doubts? Let's talk, we will be happy to help you!
Can I make my payment by bank transfer?
Of course! You can make your purchase using our payment gateway called "Mercado Pago". All you have to do is follow these steps:
1.- On the payment screen select the gateway called "Mercado Pago"
2.- Click on "Finish order" to be redirected to "Mercado Pago"
3.- Select the option "Bank Transfer"
4.- Select the option that is to your liking
5.- Click on "Pay"
6.- You will receive a confirmation email to make your payment, also in the window you will see the account number, branch and bank reference
7.- Make your payment and contact us to process the order
Do you still have doubts? Let's talk, we will be happy to help you!
Can I invoice my purchase if required?
What can I do if my payment is not authorized?
Gift cards and discounts
Can I use multiple gift cards in one purchase?
What if my gift card doesn't work?
We recommend that you verify the gift card code exactly as it is displayed as well as the expiration date.
In case the gift card does not work, you can contact our customer service and we will gladly assist you.
Can I use more than one discount code on a single order?
Do you offer discounts?
We know you love discounts! That is why during the year on some important civic dates we launch exclusive discounts in our online store.
If you have an active discount code, you can apply it directly on the payment screen.
Do not hesitate to contact us in case you have any problem with your discount code.
Why doesn't my discount code work?
We recommend making sure you enter the code exactly as shown, with no spaces or extra characters for it to work.
In case your discount code does not work, we recommend you contact our customer service directly, we will be happy to help you.
Hardware Collection
How does the company guarantee work?
We're sure you'll love our products, that's why we have a 30-day money-back guarantee in case you have any problems.
Contact us to review the validity of the warranty on the products you purchased.
Do you need more help?
Get in contact with us
Service and customer support
support@hardwarecollectionofficial.com
Commercial consultations, relations, press and media
support@hardwarecollectionofficial.com
Follow us on our social networks
Facebook: @hardwarecollectionofficial
Instagram: @hardwarecollectionofficial
YouTube: @hardwarecollectionofficial
Pinterest: @hardwarecollectionofficial
TikTok: @hardwarecollection
Headquarters
- Calzado San Pedro 108 B Del Valle, San Pedro Garza Garcia, Nuevo Leon, Mexico, 66220
Transforming your spaces through hardware for doors, closets and cabinets.