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Frequently Asked Questions

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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 – 6 pm PST (11 am – 9 pm EST)
Saturday: 9 am – 6 pm PST (12 pm – 9 pm EST)

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 – 6 pm PST (11 am – 9 pm EST)
Saturday: 9 am – 6 pm PST (12 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, Oregon and Florida). 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 by using the Club Orchard database if you made your purchase in the past 90 days.

  • 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.

Credit Cards accepted 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 order within one to two business days from the time you place your order. For orders placed during the weekend, order processing will occur on the next business day. 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 received by 10:00 am PST (1:00 pm EST) will ship the same business day. Orders received after 10:00 am PST (1:00 pm EST) will ship the next business day. For Next Day Air, your order is delivered the next business day after processing. For 2nd Day Air, your order is delivered two business days after processing.

If your order contains more than one item, your shipment may be fulfilled from multiple locations and may result in multiple packages. No additional shipping cost will be added to your order.

Each order will receive an order shipment confirmation email at the time the order is shipped. This email contains tracking infomation for your order.

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 lb. 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 – 6 pm PST (11 am – 9 pm EST)
Saturday: 9 am – 6 pm PST (12 pm – 9 pm EST)

Free Shipping Details

 

Occasionally free shipping is offered on our website. During these offers, the following criteria apply:

  • To qualify for free shipping, your order must total the stated promotional amount or more before any taxes or shipping charges are added.
  • Free shipping applies only to locations in the contiguous United States. We cannot ship to PO boxes, Alaska, Hawaii, foreign countries or APO/FPO addresses.
  • Free shipping applies to standard ground shipping via UPS.
  • Offer not valid on expedited shipping.
  • Offer not valid for oversize/overweight items requiring home delivery via a third party freight carrier unless otherwise stated.
  • Free shipping does not apply to prior purchases or special order items.
  • Free shipping will not apply if eligible items are cancelled, resulting in an order total of less than the stated promotional amount.
  • Free shipping is a limited-time offer and subject to change without notice.

Store Delivery

 

Announcing $10 Delivery on in-store purchases of $399 or more. Ask a store associate for details. Some exceptions do apply:

  • Delivery is made from the store where you purchased your item(s).
  • Delivery distance over 20 miles from the store will be charged $3 per mile.
  • Purchases of over 5 pallets will be charged an additional $10 per pallet.
  • Any assembly charges do apply.
  • $10 delivery applies to in-store purchases. Shipping fees for online purchases still apply. See osh.com/shipping for details.

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.

Good Neighbor Price Pledge

At Orchard, we love being your neighbor helping you love where you live. Our goal is that, as our neighbor, you never shop elsewhere for what you can get at Orchard. We do that with some simple retail principles that include standing behind our products and our prices. If you find the same item for a lower price at another retailer (locally or online), Orchard will match the price. Our Good Neighbor Price Pledge applies to all offers except:

  • Bonus or free item offers
  • Clearance or closeout pricing
  • Rebate offers
  • Typographical errors
  • Financing or credit offers
  • Prices on used, damaged, returned, open-box, or display merchandise
  • Prices on service contracts or product installation services
  • Commercial bid pricing, volume discounts, or special orders
  • Third party or reseller marketplaces

We reserve the right to limit quantities. All competitor prices may be verified with a current print or online advertisement prior to the check-out process.

Paint Color Guarantee:

At Orchard, we love being your neighbor helping you love where you live. We do that with some simple retail principles that include standing behind our products and our prices. We’re proud of the interior and exterior paint we offer and our color specialists take pride in mixing the right colors for your home.

If you’re not completely satisfied with your interior or exterior liquid paint purchase, bring back the unused portion in the original container. We’ll be happy to replace it with the same paint in a new color. If we can’t find a color that fits your space, we’ll refund your money based on our return policy.

We reserve the right to limit quantities of returned unused paint cans.

Orchard Supply Hardware Business Account

 

For questions regarding your Orchard Supply Hardware Business Account please contact Synchrony Financial at 1-855-791-7997.

Customer Service hours:
Monday – Friday: 7:00 am – 10:00 pm Eastern Standard Time
Saturday 7:00 am – 9:00 pm Eastern Standard Time
Sunday 8:00 am – 7:00 pm Eastern Standard Time

Customer Payment Mailing Address:
Orchard Business / SYNCB
PO Box 530970
Atlanta, GA 30353-0970

Customer Service Mailing Address:
SYNCB/Orchard Supply Hardware
PO Box 965004
Orlando, FL 32896-5004

MSDS

 

For Material Safety Data Sheets, please visit your local Orchard Supply Hardware store or call 1-888-746-7674.

New Vendor Inquiries

 

If you are a Supplier and have products you would like to discuss with Orchard, or have questions, contact a Merchant by clicking here.

Contact Us

 

Have a question?

Gift Card Inquiries

 

Orchard Supply Gift Cards may be purchased at any Orchard Supply Hardware store; at this time we are not able to offer purchase of gift cards online. We are not able to accept Orchard Supply Hardware gift cards for online purchases. Gift cards cannot be exchanged or returned for cash, check or credit. If you have a question or problem with your gift card, please visit our Gift Card site, or contact Orchard Customer Service at 1 888 SHOP OSH (1 888 746 7674) .

Orchard Supply Hardware stores

 

Orchard Supply Hardware stores are only located in California, Oregon and Florida. See store locator.

Appliance Stores

 

We're sorry - Orchard Supply Hardware no longer sells appliances.

Workbench Services

 

For a list of stores offering Workbench Services, click here

Regular Store Hours

 

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

Sunday
8:00 a.m. – 8:00 p.m.

2018 Store Hours

Holiday Day Date Store Hours
Presidents’ Day Monday 2/19 7 a.m. – 9 p.m.
Easter Sunday 4/1 8 a.m. – 6 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. – 9 p.m.
Halloween Wednesday 10/31 7 a.m. – 9 p.m.
Thanksgiving Eve Wednesday 11/21 7 a.m. – 9 p.m.
Thanksgiving Day Thursday 11/22 CLOSED
Black Friday Friday 11/23 7 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 1/1/19 8 a.m. – 6 p.m.

 

Orchard Supply Hardware advertising policy

 

We strive for accuracy in our advertising. There are times, however, that errors occur relating to product descriptions, pricing and availability. We reserve the right to limit orders if inventory runs low due to overwhelming demand. We reserve the right to correct any typographical errors, inaccuracies or omissions at any time without prior notice.

Orchard Supply Hardware product and pricing policy

 

Every effort is made to ensure that the products displayed on this website are currently available, but we cannot guarantee the availability of any particular product. Prices on this website may differ from prices found for the same products in our retail stores, and product prices may vary among our retail stores due to varying conditions in different geographic markets.

Orchard Supply Hardware inventory policy

 

We do our best to update store inventory amounts as they change. However, there may be slight differences in store inventory compared to what is indicated online. Please contact the store directly if you have any questions about in-stock.

Orchard Supply Hardware online promotional codes

 

Only one promotional code or Club Orchard certificate number may be used per order.

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