FAQ – Frequently Asked Questions

Shipping Overview

QHow long will it take for my products to ship?
AShipping times are in addition to production times. Please refer to each product’s page to find out the lead-time time. As lead-times change, we update these pages as quickly as possible. In-stock items generally ship within 3 business days. Please see our shipping page for complete shipping information.
QCan I change the shipping address after I place my order?
AYes. Please send us an email to make a change to your shipping address as soon as possible. We ask that you email within 12 hours of placing your order as we cannot make changes once the package has shipped.
QWhat are my USA shipping options?
AFor orders shipping to USA addresses (including Hawaii and Alaska), we default to either USPS Priority Mail, FedEx Ground, or UPS Ground. If you have an urgent delivery need, please contact us prior to placing your order so that we can quote you some options.
QDo you ship internationally?
AYes.  We ship internationally via USPS Priority Mail or FedEx International (Economy or Priority). Ship-time and cost vary widely depending on the items ordered and the destination. Please contact us with the items you are interested in + the destination city and postal code. We will email you a few options. Please note you will be responsible for any import duties and taxes. These vary country by country. Please see our shipping page for complete shipping information.
QDo you offer expedited shipping?
AWe definitely can! If you need something to arrive by a certain date, please call us (866-923-9273) so we can discuss your order.

General FAQ

QWhat are your customer service hours?
AOur phone hours are from 6am to 6pm PST Monday through Friday; Customer service (order placement, technical questions) hours are 8am to 2pm PST Monday through Friday. Emails sent to customerservice@360yardware.com are returned within a few hours during regular business hours Monday – Friday.
QWhat is your return policy?
A360 Yardware stands behind the products we sell. If you are not happy with the quality of your order or believe your product has a manufacturing defect or damage – please contact us so we can make things right.
To begin the exchange or return authorization process, you must contact us within 14 days of receiving your order. Depending on the defective issue with your product, we will request you to ship the product back or provide photographic proof of the problem or shipping damage. Should your order be damaged in shipping, please keep the original packaging as it will be needed to issue a full refund. Simple returns, not for defect or damage, are subject to a restocking fee, which will be applied prior to refunding your order. The restocking fee depends on the manufacturer of the product. Restocking fee info should be available on the product page. If you have questions about restocking fees, please contact us at customerservice@360yardware.com.
Returns are not accepted for any custom-made pieces, including address plaques and stone doorbells nor for any items that have been installed. 360 Yardware cannot provide refunds or exchanges due to damage caused by customer handling, storage or treatment. To ensure an easy return process, please send us an email at customerservice@360yardware.com including your order number and photo of defect or shipping damage. Please allow 1-2 business days for us to be in touch with you.
QHow do I redeem a coupon / promotional code?
ATo redeem your order code – you MUST enter the coupon/promotional code on the shopping cart screen on the same page as your card information. The discount will be reflected prior to checking out. Please do not hit the “back” button after entering your code, or the code will be nullified.
QCan I make changes to a product after I’ve placed my order?
AYes! As long as the order hasn’t been put into production, or shipped, we can likely change it. Please contact us within 12 hours of placing your order to make the change. Send us an email with your order number and what change you’d like to make. We will get back in touch to confirm.
QWhat forms of payment do you accept?
AWe accept Visa, Mastercard, Discover, and American Express credit cards, or you can use PayPal upon checkout.  We also accept Check By Phone or checks. We will ship your order after your check clears.
QI haven’t received an order confirmation – What should I do?
AIf you have not received an order confirmation, it is likely your order has not gone through.  Please contact us at customerservice@360yardware.com so we can assist you. If you have Gmail, AOL, or Hotmail email addresses, check your spam folder as our order and shipping confirmations can end up there.
QCan I place a bulk or high volume order at a discount?
APlease refer to our Coupon page for existing coupon codes for bulk purchases. Trade members (architects, contractors, designers, and landscape industry folks), please contact us for a trade quote.

Technical FAQ

QWhere can I get installation instructions for my purchase?
AInstallation instructions should be included in your shipment’s box. We have a number of them available on our Technical Information page. If you don’t see them, please contact us at techsupport@360yardware.com and we’ll send them to you. Some of our items do not come with installation instructions–for example, doorbells and hinges.
QDo you have cutsheets for your products?
AAll available cutsheets can be found on our Technical Information page.
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