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Shipping & Returns

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.

In-Store Return and Exchange Policy

We hope that you will be completely satisfied with your purchase at Orchard Supply Hardware. If you are not completely satisfied with your purchase, simply return the merchandise to any Orchard Supply Hardware store within 90 days for repair, replacement or refund.

We are unable to accept the return or exchange of the following items:

  • Used items
  • Items that are damaged or abused
  • Gift cards
  • Gasoline-/propane-powered equipment if fuel has been added
  • Items that are missing parts or accessories such as cords, cables or replacement blades
  • Items that have been customized such as tinted paint, cut-to-length rope, pipe, screen repairs, and other workbench products
  • Items with expiration dates that has expired such as batteries or flares
  • Items that are consumable such as food and drinks
  • Items that were special ordered and are not defective
  • Charges related to labor or delivery
  • Completed installation services
  • Repaired or refurbished product bought “as is”

Returns With a Receipt Dated Within 90 Days

We will:

  • Refund with cash if your purchase was made with cash or debit card. Merchandise paid for by check may be returned for cash after 10 days from the date of purchase.
  • Refund with a credit to the original card used if your purchase was made with a credit card
  • Refund with store credit if your purchase was made with a gift card or store credit
  • Refer to the “Returns of gasoline powered items” section below for policies related to these products

Returns With a Receipt After 90 Days

We will:

  • Issue store credit for the original purchase amount

Returns Without a Receipt

If your purchase was made within 90 days and with a valid Club Orchard membership account, we will attempt to look up your transaction in our system.

  • If we are successful, we will refund your purchase amount per the policies listed above.
  • If we are not successful, we will issue store credit for the lowest selling price of the item when a valid form of ID is presented

Returns of Gasoline Powered Items

Unused gasoline powered equipment such as mowers, leaf blowers, chain saws, trimmers, pressure washers and generators may be returned within 30 days of purchase with a valid sales receipt. There will be no refunds issued once fuel has been added to the equipment. Used gasoline powered equipment may be sent for repair through our Engine Shop at the customer’s expense if manufacturer’s warranty has expired.

Lifetime Plant Guarantee

If you are not satisfied with your live goods purchase from Orchard Supply Hardware stores, we will replace it with an identical item or item of equivalent value. You will need to bring the original plant back to our store along with your sales receipt.

Returns Tracking

In order to complete your return, a government-issued ID may be required. We will electronically scan this ID for the sole purpose of preventing return abuse. We do not sell the information obtained through this process. To obtain a copy of your return activity report, you may contact The Retail Equation by sending an email with your name and phone number to returnactivityreport@theretailequation.com or by writing to The Retail Equation, Inc., P.O. Box 51373, Irvine, California 92619-1373.

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

Online Return and Exchange Policy

We hope that you will be completely satisfied with your online purchase from Orchard Supply Hardware. If you are not completely satisfied, you can return or exchange your unused item in its original package within 90 days of purchase for a full refund or exchange.

Returns With a Receipt Dated Within 90 Days

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).

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 – Saturday: 8 am – 6 pm PST (11 am – 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.

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

Customer will be responsible for all return freight charges. Freight charges will only be refunded if the product is determined to be defective or the wrong item was shipped.

Return to Store

You may also return items to your local Orchard Supply Hardware store (within California and Oregon). 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.

Good Neighbor Price Pledge

We stand by our people, products and prices. Orchard Supply Hardware will match the price on an identical in-stock product that you find for less at another local retailer.

Our Good Neighbor Price Pledge does not apply to:

  • Bonus or free item offers
  • Clearance or closeout prices
  • Rebates
  • Typographical errors
  • Financing offers
  • Prices on used, damaged, returned, open box or display merchandise
  • Prices on service contracts, installation, delivery, or assembly services
  • Prices that result from a price match or online purchases
  • Bid pricing and volume discounts
  • Special orders

We reserve the right to limit quantities to those we regard as reasonable for the repair and maintenance or beautification of a single family home. All competitor prices must be verified with a current print or online advertisement prior to the check-out process.

Orchard Supply Hardware Warranty Information

For information regarding product warranties, please contact us at 1-888-SHOP-OSH (1-888-746-7674).

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