Support

Frequently asked questions

Answers to questions about your hardware order.

Orders

Can I change the items in my order after it's been placed?

No, once your order is placed you can't change it.
Can I cancel my order?

Fill out the Order Change Request form within 1 hour of placing your order.
What do I do if I have an issue with my order?

Submit a help request. Have your order number handy.
Can I get a copy of my receipt/invoice?

The invoice link is included in your shipping confirmation email. Contact hardware-store@shopify.com with your order number if you are having any issues.
What if I'm tax exempt?

Submit a help request with "I need to set up my tax exemption" selected. Have your tax exemption forms ready to upload. If the exemption was not in place at the time of payment, taxes can't be refunded.

Do you offer free shipping?

Yes! We offer free ground shipping on all orders.
Can I change my shipping address after placing an order?

Fill out the Order Change Request form within 1 hour of placing your order.
How long will it take for my order to arrive?

Orders are processed within 1–2 business days. Delivery times depend on the shipping method you select at checkout.
Can I expedite shipping on an order that's already been placed?

Expedited shipping can't be applied to orders already placed.
What happens if my package is returned to the sender?

If your package is returned to our warehouse, let us know by replying to your order confirmation email or emailing hardware-store@shopify.com with your order number. We will issue a refund, or re-ship your order.

What is the return policy?

We offer 30 days, no questions asked returns on all hardware. Check our full return policy for all the details.
Do you offer free return shipping?

Yes! We make returns easy with free pre-paid return labels. Only use the return labels we provide. Hardware sent with other labels may go to the wrong location and you'll forfeit your refund.
How do I start a return?

Visit our return portal to start your return.
What do I do after I submit my return request?
1. Print your return shipping label from the confirmation email
2. Schedule a pickup or drop off your return at your local carrier location
3. Track your return to confirm the warehouse received your hardware
4. Wait 7–10 business days for the refund to appear on your original payment method
How long will it take to get my refund?

Once we receive and verify your returned hardware, it can take up to 10 business days for the refunded amount to appear on your original payment. If it's been more than 10 days since the warehouse received your package, contact us.