Frequently Asked Questions

Quick Links

Orchard Supply Hardware online return/exchange policy

We hope that you will be completely satisfied with your Orchard Supply Hardware online purchase.

If you are not satisfied, you can return or exchange your new and unused item within 90 days of purchase for a full refund or exchange.

We will refund your purchase price based on your original method of payment.

To initiate a return, contact Customer Service at 1 888 SHOP OSH (1 888 746 7674) to obtain a Return Merchandise Authorization (RMA).

Customer Service hours:
Monday – Friday: 8 am – 9 pm PST (11 am – 12 am EST)
Saturday: 9 am – 6 pm PST (12 pm – 9 pm EST)
Sunday: 12 pm – 6 pm PST (3 pm – 9 pm EST)

The RMA can also be obtained online by logging on to your account at osh.com and clicking “Initiate a Return.“

Be sure to keep your original packaging materials to repack the item for return. Return items via UPS or insured parcel post for proof of delivery*

*If an oversized item was delivered to you via a home delivery service, contact Customer Care at 1 888 SHOP OSH (1 888 746 7674) for return instructions.

Customer Service hours:
Monday – Friday: 8 am – 9 pm PST (11 am – 12 am EST)
Saturday: 9 am – 6 pm PST (12 pm – 9 pm EST)
Sunday: 12 pm – 6 pm PST (3 pm – 9 pm EST)

Ship returns to:
Orchard Supply Hardware Distribution Center
Attention: Orchard Supply Hardware.com Returns
2650 N. Mac Arthur Drive
Tracy, CA 95376

You are responsible for all return freight charges. You will receive a credit for freight charges if the product is defective or the wrong item was shipped

If an item is returned after 90 days of purchase, we will issue a refund to your credit card with the price of the item when the return was initiated. This price may be lower than the purchase price.

You may also return items to your local Orchard Supply Hardware store (within California). You must present your packing slip at the time of the return to receive full credit for your order; otherwise a store credit may be issued. See store return policy for additional details.

Orchard Supply Hardware store return policy

We hope that you will be completely satisfied with your Orchard Supply Hardware purchase.

If you are not satisfied, simply return your new and unused item along with the original receipt to any Orchard Supply Hardware store within 90 days of purchase for a full refund or exchange.

We will refund your money based on your original method of payment.

To return or exchange an item, you will be required to present a valid ID (see below for the types of ID that we accept) that will be recorded at the time of the return.

Information from your ID will be retained in a company-wide database for customer return activity that Orchard Supply Hardware and its affiliates use to authorize returns.

Orchard Supply Hardware reserves the right to limit returns or refuse merchandise returns at any time.

For returns with an original sales receipt after 90 days of purchase, we will issue store credit for the original purchase amount.

For returns without an original sales receipt, we will look up your receipt if you made your purchase in the past 90 days with a credit card, debit card, or check.

  • For credit card purchases, we will credit your credit card (card must be presented with return).

  • For debit card or check purchases, we will refund cash.

Gasoline-Powered Items

  • Unused gasoline-powered equipment (mowers, chain saws, pressure washers, generators, etc) may be returned within 30 days of purchase when accompanied by a valid sales receipt.

  • Returns will NOT be accepted once gas/fuel has been added or if the product has been used.

  • After 30 days (or if gas/fuel has been added) this product may be sent for repair at the customer's expense.

We accept the following ID's for returns: U.S. or Canadian Driver's License, U.S. State ID, Canadian Province ID, U.S. Military ID, Passport and U.S. Laser Visa.

  • Credit cards cannot be looked up for online purchases.

  • Shipping charges are not refundable.

Change or cancel online orders

Online orders cannot be canceled once an order number has been created. Please obtain an online return authorization form to ship it back to us or return it to the store for a refund.

Check an online order without a login

If you have made an order without creating an account, you can check the status of your order here.

What credit cards can be used for online orders

  • Visa

  • Mastercard

  • American Express

  • Discover

  • We cannot accept Orchard Supply Hardware Credit Cards online at this time

osh.com Shipping Policy

We will ship your standard order within one to two business days from the time you place your order. We offer standard and expedited delivery options via UPS. Oversize items (patio furniture, large BBQ's, etc.) will be delivered via a home delivery service. Online orders can be shipped within the contiguous 48 states only. We cannot ship to PO boxes, Alaska, Hawaii, foreign countries or APO/FPO addresses. See below for service level details.

Standard delivery: Our standard shipping method is ground delivery via UPS. You should receive your products within 2 – 7 business days from the day your order is shipped.

Expedited delivery: We also offer Next Day Air and 2nd Day Air Services via UPS. Orders placed by 10:00 am PST (1:00 pm EST) will ship the same business day.

Home delivery of oversized items: Oversized items will be delivered through a third party freight carrier. Delivery generally takes 3 – 10 business days for orders delivered within California, and up to 15 business days for orders delivered to continental states outside of California (please note that we do not ship to Alaska or Hawaii). You will receive a confirmation email and a pre-shipment confirmation call prior to delivery. You must accept a four-hour delivery-window, which you can arrange with our delivery provider. Your item(s) will be delivered inside the threshold (and carried up to two flights of stairs prior to threshold). If any piece weighs more than 300 lbs. or pieces are greater than four, shipment will only be available for delivery to the first dry area or garage. Shipper's palletized or crated merchandise will be delivered to the first dry area or garage only.

Before signing the delivery receipt, please inspect the carton(s) for any damage, crushing, dents, etc. and note this on the delivery receipt before signing the receipt.

After accepting delivery, please keep all packaging materials in case you find damage or defects after delivery. If you do find damages or defects, contact Customer Care at 888 SHOP OSH (1 888 746 7674) and we will work with you to resolve.

Customer Service hours:
Monday – Friday: 8 am – 9 pm PST (11 am – 12 am EST)
Saturday: 9 am – 6 pm PST (12 pm – 9 pm EST)
Sunday: 12 pm – 6 pm PST (3 pm – 9 pm EST)

Gift Cards

 Note: At this time we are not able to accept Orchard Supply gift cards online and Orchard Supply Credit Cards

Gift cards and store credit cannot be exchanged or returned for cash, check, or credit.

Lifetime Plant Guarantee

If anything happens to a plant from Orchard Supply Hardware, just bring it back with your receipt and we'll replace it.

Our "Low Price Guarantee"

If you find an identical branded item priced lower at a local retailer's store, Orchard Supply Hardware will match that price.

Exclusions: Orchard Supply Hardware will not match competitors on:

  • bonus or free offers

  • special offers

  • rebates

  • financing offers

  • clearance

  • closeout prices

  • prices on used, damaged, returned, open box or display merchandise, service contracts, or installation, delivery, or assembly services.

Orchard Supply Hardware will not match competitors' prices that result from a price match or online purchases. We reserve the right to limit quantities. Orchard Supply Hardware Low Price Guarantee does not apply to parts.

Orchard Supply Hardware Consumer Credit Card

View your Orchard Supply Hardware consumer credit card account online

Address for Orchard Supply Hardare consumer credit card customer service:
World Financial Capital Bank
PO Box 183003
Columbus, OH 43218-3003
To enable us to better assist with your inquiry, please include your account number on all correspondence.

For questions regarding your Orchard Supply Hardware consumer credit card contact: 1 800 304 8710
Customer Service for the hearing impaired: 1 888 819 1918
Customer Service hours:
Monday – Saturday: 5 am – 6 pm EST (8 am – 9 pm EST)
Closed Sunday

Customer Service hours may vary due to Holidays. Automated Customer Service is available 24 hours, 7 days a week.

Orchard Supply Hardware Commercial Credit Card

View your Orchard Supply Hardware commercial credit card account online

Address for commercial credit card customer service:
World Financial Capital Bank
PO Box 183003
Columbus, OH 43218-3003
To enable us to better assist with your inquiry, please include your account number on all correspondence.

For questions regarding your Orchard Supply Hardware commercial credit card contact: 1 800 696 4674
Customer Service for the hearing impaired: 1 888 819 1918
Customer Service hours: Monday – Friday: 5 am – 6 pm PST (8 am – 9 pm EST)
Closed Sunday

MSDS

For Material Safety Data Sheets, please call the Sears and Kmart environmental helpline: 1 888 368 7327 and follow the prompts for obtaining MSDS information. The helpline is open 24 hours a day.

New Vendor Inquiries

If you are interested in contacting Orchard Supply Hardware regarding a new product or company, please submit a letter to the following address:

Orchard Supply Hardware
Attn: Merchandising Department
6450 Via Del Oro
San Jose, CA 95119

or call our Merchandising Department at: 408 365 2302

Contact Us

Online feedback form

Gift Card Inquiries

We currently are not accepting Gift Cards online.

If you have a question or problem with your gift card, please contact Gift Card Customer Service:

  • Phone: 1 888 SHOP OSH (1 888 746 7674)
    Customer Service hours:
    Monday – Friday: 8 am – 9 pm PST (11 am – 12 am EST)
    Saturday: 9 am – 6 pm PST (12 pm – 9 pm EST)
    Sunday: 12 pm – 6 pm PST (3 pm – 9 pm EST)

  • Email: gift@osh.com

We will respond to you during normal business days, Monday – Friday: 8 am – 5 pm PST.

Orchard Supply Hardware stores

Orchard Supply Hardware stores are only located in California. See store locator.

Investor Information

Please visit our investor relations site for more information.

Sears Gift Cards/Coupons

All Orchard Supply Hardware stores accept Sears Gift Cards and coupons.
We do not accept Sears Gift Cards or coupons online.

Appliance Stores

San Carlos
720 W San Carlos Street, San Jose, CA 95126
408 297 7173
Locate Store

Sunnyvale
777 Sunnyvale-Saratoga Road, Sunnyvale, CA
408 732 7734
Locate Store

Livermore
1450 First Street, Livermore, CA 94550
925 455 8555
Locate Store

Fremont
5130 Mowry Avenue, Fremont, CA 94538
510 797 1723
Locate Store

Silver Creek
1751 E Capitol Expressway, San Jose, CA 95121
408 270 2600
Locate Store

Stockton
1015 W Hammer Lane, Stockton, CA 95209
209 957 7770
Locate Store

Milpitas
125 N Milpitas Boulevard Milpitas, CA 95035
408 945 9555
Locate Store

East Modesto
1800 Oakdale Road, Suite A Modesto, CA 95355
209 551 2400
Locate Store

Millbrae
900 El Camino Real, Milbrae, CA 94030
650 873 5536
Locate Store

Redwood City
2110 Middlefield Road, Redwood City, CA 94063
650 365 7373
Locate Store

Clayton
5424 Ygnacio Valley Road, Concord, CA 94521
925 524 0342
Locate Store

Prospect
5365 Prospect Road, San Jose, CA 95129
408 446 0525
Locate Store

El Cerrito
1751 Eastshore Boulevard, El Cerrito, CA 94530
510 234 9818
Locate Store

Blackstone
5445 N Blackstone Avenue, Fresno, CA 93710
559 431 3197
Locate Store

Vacaville
220 Peabody Road, Vacaville, CA 95687
707 449 8430
Locate Store

San Rafael
1151 Andersen Drive, San Rafael, CA 94901
415 453 7288
Locate Store

Sand City
800 Playa Avenue, Sand City, 93955 CA
831 899 5144
Locate Store

N.E. Fresno
1536 East Champlain Drive, Fresno, CA 93720
559 434 8144
Locate Store

So. San Francisco
2245 Gellert Boulevard, So. San Francisco, CA 94080
650 878 3322
Locate Store

Petaluma
1390 N McDowell Boulevard, Petaluma, CA 94954
707 664-1114
Locate Store

Pasadena
3425 E Colorado Boulevard, Pasadena, CA 91107
626 395 7115
Locate Store

South Pasadena
452 Fair Oaks Avenue, Pasadena, CA 91030
626 403 8115
Locate Store

Burbank
641 N Victory Boulevard, Burbank, 91502 CA
818 557 2755
Locate Store

Mountain View
2555 Charleston Road, Mountain View, CA 94043
650 691 2000
Locate Store

La Crescenta
3100 Foothill Boulevard, La Crescenta, CA 91214
818 541 7075
Locate Store

Long Beach
4480 Atlantic Avenue, Long Beach, CA 90807
562 422 3353
Locate Store

Bakersfield
6465 Ming Avenue, Bakersfield, CA 93309
661 397 3800
Locate Store

Store Hours

Monday – Saturday
7:00 a.m. – 9:00 p.m.

Sunday
8:00 a.m. – 8:00 p.m.

2012 Store Holiday Hours
Presidents' Day Monday 2/20 7 a.m. – 9 p.m.
Easter Sunday 4/8 8 a.m. – 8 p.m.
Memorial Day Monday 5/28 7 a.m. – 9 p.m.
Independence Day Wednesday 7/4 7 a.m. – 7 p.m.
Labor Day Monday 9/3 7 a.m. – 7 p.m.
Thanksgiving Day Thursday 11/22 CLOSED
Black Friday Friday 11/23 6 a.m. – 9 p.m.
Christmas Eve Monday 12/24 7 a.m. – 6 p.m.
Christmas Day Tuesday 12/25 CLOSED
New Year's Eve Monday 12/31 7 a.m. – 6 p.m.
New Year's Day Tuesday 1/1 7 a.m. – 6 p.m.

Social Responsibility: Orchard Supply Hardware Social Responsibility Standards

Reflecting our philosophy of “Take good care of our customers and they will take good care of you” Orchard Supply Hardware believes that it makes good business sense to conduct business in a socially responsible manner and share our commitment to human rights and safety in the workplace.

Orchard expects that all Suppliers will abide by all applicable international and local laws, rules and regulations in the manufacture and distribution of merchandise or services provided to Orchard Supply Hardware. Orchard expects that all Suppliers will comply with Orchard’s social responsibility standards, and are strongly encouraged to exceed our guidelines and promote continuous improvement throughout their operations.

Orchard Supply Hardware is currently evaluating our global supply chain and developing plans:

  • To verify that vendors comply with Orchard’s vendor requirements;

  • For a comprehensive supplier audit program;

  • For improving vendor agreements and certifications;

  • For implementing internal accountability standards for employees and contractors, who fail to meet company standards, and:

  • For implementing a training program for Orchard employees and management who have direct responsibility for supply chain management.

These guidelines provide an introduction to the minimum requirements that all Suppliers will be expected to meet in order to conduct business with The Orchard Supply Hardware.

  • Laws and Regulations
    Suppliers must operate in full compliance with all applicable laws and regulations of the countries in which they operate.

  • Child Labor
    Suppliers must not employ workers younger than the minimum age established by law in the country of manufacture. In addition, Suppliers must comply with all local legal requirements for the work of authorized young workers, particularly those pertaining to hours of work, wages, and working conditions.

  • Forced Labor
    Suppliers will not use of any form of involuntary labor including forced, prison, indentured, bonded, slave, or human trafficked labor.

  • Harassment and Abuse
    Suppliers must treat all workers with respect. No worker shall be subject to corporal punishment, physical, sexual, psychological or verbal harassment or abuse.

  • Compensation
    Suppliers must comply with all wage and compensation requirements as defined under applicable local labor laws and regulations for regular work, overtime work and production rates.

  • Hours of Work
    Suppliers shall not have employees work more hours in one week than allowable under applicable local labor law and regulations.

  • Health and Safety
    Suppliers shall provide a safe and healthy working environment in accordance with applicable local laws and regulations.

  • Environment
    Suppliers shall comply with all local environmental laws and regulations applicable to the workplace. Factories should conduct business in a manner which minimizes their impact on the environment.

  • Subcontracting
    Suppliers shall not use subcontractors in the manufacture of products or product components for Orchard Supply Hardware without disclosing such information to Orchard Supply Hardware and only after the subcontractor has adequately demonstrated compliance with Orchard’s Social Responsibility Standards.

  • Business Ethics
    Suppliers will conduct business with Orchard Supply Hardware consistent with honesty and integrity and demonstrate the highest standards of business ethics.

  • Monitoring and Compliance
    The Orchard Supply Hardware will undertake affirmative measures, such as announced and unannounced on-site audits of production factories, to monitor compliance with these Social Responsibility Standards.

Suppliers are expected to take necessary corrective actions to promptly remediate any noncompliance. Orchard Supply Hardware reserves the right to terminate its business relationship with any Supplier who is unwilling to comply with these Social Responsibility Standards or who has been found to have violated these requirements.

Sign Up
receive products and promotional offers:

 Sign Up

Copyright © 2011 Orchard Supply Hardware. All rights reserved.Terms of Use | Privacy Policy | Site Map

Have a question? Call us at 1 888 SHOP OSH or visit our Contact Us page

youtube facebook twitter