FAQ – Frequently Asked Questions

Shipping Overview

Shipping times are in addition to production times. Please refer to each product’s page to find out the lead-time time. As lead-times change, we update these pages as quickly as possible. 

Please see our shipping page for complete shipping information.

Yes. Please send us an email to make a change to your shipping address as soon as possible. We ask that you email within 1 hour of placing your order as we cannot make changes once the package has started processing.

We ship internationally to Canada only. Ship-time and cost vary widely depending on the items ordered and the destination. Please contact us with the items you are interested in + the destination city and postal code. We will email you a few options. Please note you will be responsible for any import duties and taxes. These vary by province. Please see our shipping page for complete shipping information.

PRIOR TO ORDERING:

If you need something to arrive by a certain date, it’s best to e-mail us a screenshot of your cart, as well as your shipping address. This will allow us to calculate potential shipping costs and lead-times specific to your situation.

AFTER ORDERING:

If you have already placed your order, we need to hear from you within one hour of order placement. E-mail us your order# and desired date of receipt. 

General FAQ

Our phone hours are from 6am to 6pm PST Monday through Friday; Customer service (order placement, technical questions) hours are 9:30am to 1:30pm Pacific time Monday through Friday. Emails sent to team@360yardware.com are returned within a few hours during regular business hours Monday – Friday.

To begin the exchange or return authorization process, you must contact us within 30 days of receiving your order. 

The return process in a nutshell:

  1. Request a return and receive an RGA e-mail with instructions.
  2. You’ll ship back the product(s) you want to return.
  3. When product(s) is received, we’ll confirm product is undamaged and resellable.*
  4. Refund, less 15% restocking fee (unless exchanging), will be issued.

Read our full return and exchange policy here.

Returns are not accepted for any custom-made pieces, including address plaques and stone doorbells nor for any items that have been installed. 360 Yardware cannot provide refunds or exchanges due to damage caused by customer handling, storage or treatment. 

To initiate a return, start here to submit a return request.

To redeem your order code – you MUST enter the coupon/promotional code on the shopping cart screen on the same page as your card information. The discount will be reflected prior to checking out. Please do not hit the “back” button after entering your code, or the code will be nullified.

Yes! As long as the order hasn’t been put into production, or shipped, we can likely change it. Please contact us within 2 hours of placing your order to make the change. Send us an email with your order number and what change you’d like to make. We will get back in touch to confirm.

We accept Visa, Mastercard, Discover, and American Express credit cards, or you can use PayPal or AmazonPay upon checkout.  

If you have not received an order confirmation, it is likely your order has not gone through.  Please contact us at team@360yardware.com so we can assist you. If you have Gmail, AOL, or Hotmail email addresses, check your spam folder as our order and shipping confirmations can end up there.

Please refer to our Coupon page for existing coupon codes for bulk purchases. Trade members (architects, contractors, designers, and landscape industry folks), please contact us for a trade quote.

Technical FAQ

If your product has installation instructions, they’ll be included in your shipment’s box. We have a number of them available on our Technical Information page. If you don’t see them, please contact us at techsupport@360yardware.com and we’ll send them to you. Some of our items do not come with installation instructions–for example, doorbells and hinges.

All available cutsheets can be found on our Technical Information page.