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DOOR & HARDWARE SOLUTION
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Clearance
Closers
Cylinders
Electronics
Exit Device
Flatgoods
Hinges
Locks
Parts
Pivots
Washroom Accessories
Weatherstripping

Questions and Answers

Q: How do I contact ACME Architectural Hardware?

A: Sales:

Phone: 866-294-8447, Email: Sales@AAHDW.com

AAHDW.com Online Customer Service:

Phone: 866-294-8447, Email: OnlineCustomerService@AAHDW.com

Q: Are quantities available shown on website guaranteed to be available?

A: ACME works hard to show accurate inventory numbers on our website, however it is possible that

quantities shown could be incorrect. Once an online order is placed, availability will immediately be verified and confirmed by email. Should available quantities be inadequate to fulfill the order, our customer will be contacted and informed of discrepancy.

Q: How do I request a quote?

A: It is recommended that your request for quote is placed directly with one of our experienced

Hardware Consultants by calling AAHDW Online Sales line at 866-294-8447. They will be able to provide you a quote, place your order or add it to an existing online order. Request for quotes may require 24-48 hours and will be emailed to you awaiting approval before processing your order.

Q: Will I be charged sales tax?

A: ACME is required to collect sales tax on all orders shipped in Texas. Customers in Texas will be

charged sales tax unless a current Sales Tax Exemption is on file at ACME.

Q: What payment options may I use?

A: American Express, MasterCard, Visa and Discover. Customers with a current AAHDW Customer Account

may use account to handle payment.

Q: How do I create an AAHDW Customer Account?

A: See AAHDW Customer Account description for creating a new account.

 

Q: Does the pricing shown on AAHDW.com reflect the pricing available to me?

A: In order to receive the best pricing available, please Register for an online login. If you have acquired

an online login, once logged in, the pricing will reflect your current pricing. Customers may receive additional discounts on orders exceeding $10,000.00. To see if you might be entitled to a volume discount, contact AAHDW.com’s online Sales Team at 866-294-8447 to inquire.

Q: Is there a difference between an AAHDW.com Customer account and acquiring an online login?

A: Acquiring an online login might provide a visitor to our site with a preferential discount. Orders

placed by a customer with only an online login would require payment by credit card for order to be processed. An AAHDW Customer Account is a credit-based account offering additional discounts and 30 day terms. When placing orders online, customer may choose to pay for orders by credit card or by using their AAHDW.com Account. Customers interested in applying for an AAHDW.com Account may do so by completing an AAHDW Account credit application. A determination regarding your application is normally provided within 5 business days of receipt of a completed application.

Q: Am I able to pick up my order from ACME’s warehouse?

A: Customers in the Greater-Houston, Texas area may choose to place orders online to be picked up at

ACME’s warehouse. When placing these orders, select Will Call when choosing shipping method. A confirmation email will be sent confirming Will Call orders within 6 hours and will be available to be picked up the following day.

Q: How do I handle problems on my shipment?

A: See information regarding Returns Policy.

 

Q: Does ACME charge restocking fees on items returned?

A: It depends on numerous factors. Such factors as type of items returned, time frame for return and

the reasons for return all enter into ACME’s Returns Policy See Returns Policy for more details.

Q: Do I have access to my previous orders and the items that were ordered?

A: Yes, once you set up an Online Login, you will be able to review previous orders, as well as

the status of current orders.

Q: May I return items ordered from the Clearance section of the website?

A: No, the sale of items identified as “Clearance” are purchased on an “as supply lasts” basis and

are not returnable.

Q: Can I place a special order on an item from a manufacturer other than the ones represented on the website?

A: We are often able to assist our customers to locate hard-to-find products. Due to the complexity

that can exist in ordering certain items, it is recommended that your order or request for quote is placed directly with one of our experienced Hardware Consultants by calling AAHDW Online Sales line at 866-294-8447. They will be able to provide you a quote, place your order or add it to an existing online order. Request for quotes may require 24-48 hours and will be emailed to you awaiting approval before processing your order. Certain special order items may not be able to be returned. Should this be the case, you will be informed accordingly at the time your order is placed. Any special order that does qualify to be returned will be charged a 20% restocking fee.

Q: What kind of warranty comes with items purchased online?

A: ACME stands behind their Manufacturers warranties. We also warrant that our online orders are

new merchandise and will be delivered in good condition.

Q: When will my order be shipped?

A: Most orders of in-stock items received by noon, CDT, will ship the same day.

 

Q: Can I purchase items for the price shown on Monthly Specials a few days after the end of that month?

A: No, ACME tries to offer substantial discounts on our Monthly Specials and for our discount to be

honored, the item must be ordered in the month the item is offered. If by chance, an item listed as a Monthly Special was purchased online within the final 10 business days of the month prior to a new Monthly Special may contact Online customer service and request a credit for the price difference.

Q: Does Acme carry parts for the items shown on the website?

A: Even though, at this time, we have very few parts listed on our site, we have thousands of parts in

stock. If you are looking for certain parts, please contact our Online Sales Team to inquire.

Q: Does ACME provide keying services in addition to the hardware it offers?

A: Yes, ACME has a professional key and lock shop to help our customers with all their keying needs.

We also carry exclusive, proprietary keying solutions such as Medeco, CoreMax and Primus.