Store Policies

Products may be returned or exchanged within 7 business days of your purchase or receipt of your purchase, with prior authorization from a manager or sales associate.

Please be advised that all items are not returnable/refundable. Therefore, you must call or email us for an approval prior to shipping or sending any items back to our location. Please do not return items without prior authorization. 

If your return is approved, we will inspect the product upon receipt and accept the return of goods as long as they were not used.  Special/custom ordered items are final sale.

Most returns such as large quantity items, fittings, pipe etc; may be subject to a 20% restocking fee.  

Return/Exchange Shipping & Fees 

If there was an error with your order and items must be returned or exchanged due to an error by a Mutual Hardware associate, we will cover any outgoing shipping and return costs. We will provide you with a return shipping label so that you may ship your items back to us. 

If Mutual Hardware was not at fault for the error with your order, shipping and return shipping costs must be fully prepaid by the customer and should be insured, if the cost of the item/s exceeds $100. Additionally, initial outgoing shipment costs will not be refunded if Mutual Hardware was not at fault for the error. If you do not have access to shipping services, we may provide you with a return shipping label for your convenience and/or request a pick up by our UPS carrier. The cost of return shipping will be deducted from the amount being refunded from the items returned.

Prepaid Terms Customer Item Exchange Policy 

Unfortunately, if you or your company do not have a Net 30 or billing account with Mutual Hardware, items being expedited for an exchange, prior to Mutual Hardware being in receipt of the incorrect items, must be prepaid by the customer, whether or not Mutual Hardware was at fault for the error. We will issue a refund upon receipt of the incorrect items. The purpose of this is to ensure that all items that have shipped out have been paid for, in case we do not receive the return.

You also have the option for us to send you a return label and you may wait until we receive the incorrect items, before we ship the correct items to you, if you prefer to wait. 

Claims and Shortages
If "B/O" appears next to an item on your packing slip, that means the product has been backordered. We will notify customers of any backordered items prior to shipping orders. You will have the option of having your order part shipped or being held to ship complete. Please examine your orders as soon as they arrive and contact us as soon as possible if there are any discrepancies with your order, so, that we may rectify the issue in a timely fashion.

On occasion we may be able to substitute an item that is out of stock. We will try our best to contact you, so, that you can decide if such substitutions will work for your needs. In the event we cannot get in touch with you, we may use our discretion in order to expedite your order. If there is a problem with the substituted item/s you've received, please do not hesitate to call us toll free at 866-361-2480.

If you sign for a UPS, Fed Ex or Common Carrier shipment, please note any damage or missing cartons and notify the carrier upon receipt and be sure to include "damaged or missing pkgs" with your signature. If you sign for a shipment without notifying the carrier at the time of delivery of any damages or missing cartons, it may be difficult for us to submit a claim. If a package is being delivered to you with obvious damage, you can refuse the delivery or examine the box to see if anything can be salvaged. Please speak with the driver about reporting the damage and then contact us as soon as possible, so, a replacement can be sent and a claim can be filed. Taking photos of the damaged boxes upon receipt can be emailed to us and would be great in assisting us to file a claim with the carrier. 

You may send us a message by completing the form below in regards to returns, claims  or any other inquiries we may assist you with, or email

Thank you for shopping on our online store!

We appreciate your business!.

Mutual Hardware