Policies

Our policies and procedures are designed to support you at every step. We aim to make every interaction exceptional. If you have any suggestions to improve your experience with us, please let us know by calling or emailing us.

Phone: 1-800-235-9484

Email: customer.support@belwith.com

• Product Orders

  For Non-Dealers:
  
  To submit an order, please place your order online via the HickoryHardware.com website.
  
  If you are a professional and haven't yet opened an account to become an official Hickory Hardware dealer, please contact Customer Service at customer.support@belwith.com.
  
  For Dealers:
  
  As an official Hickory Hardware dealer, you can submit orders through the following methods. Please ensure all orders include the necessary details for accuracy.
  
  Order Submission Methods:
  B2B Portal: portal.belwith.com
  Email: belwith.orders@belwith.com
  
  If you need assistance or have questions, please contact Customer Service at customer.support@belwith.com.

• Customer Service

  Hickory Hardware's dedicated customer service team is here to fit your schedule. We have specialists for every part of the country available when you need them.
  
  Hours:
  
  Monday to Thursday: 8:00 AM – 5:30 PM EST
  Friday: 8:00 AM – 5:00 PM EST
  Phone: 1-800-235-9484
  Email: customer.support@belwith.com

• Locations

  Looking for a store near you? Use our dealer locator to find one close by. If you don’t see a location nearby, no worries! You can shop online or reach out to our friendly customer service team at customer.support@belwith.com.
  
  Store Locator

• Minimum Order Requirements

  At Hickory Hardware, there’s no minimum order size required. If you’d like to try out a sample, our sample program is here to help. For just $5.00 for shipping and handling, you can receive up to three different samples (some exclusions apply). For more information, please visit our Request Sample page.

• Terms & Payment Options

  For Dealers:
  
  As an official Hickory Hardware dealer, your business is important to us. To ensure your terms and payment options align with your needs and our guidelines, please connect with your sales manager or email us at customer.support@belwith.com.
  
  Not interested in terms? We also accept Visa, MasterCard, American Express, Discover, and C.O.D. in the United States.

• Prices

  Please note that all prices are subject to change without notice. Any special pricing must be approved in writing.

• Sales Tax

  Sales tax will be applied to all orders placed on this website.

• Cancellations

  Orders may be cancelled or changed, however, they require written approval and may be subject to a service charge.

• Shortages

  If you experience any shortages, please notify us within ten (10) days of receiving your shipment.

• Damaged Merchandise

  Damages can occur during handling by carriers. If you discover damaged merchandise upon unpacking, please contact the delivering carrier to request an inspection for concealed damage. The carrier will send an inspector and provide the necessary forms for your claim.
  
  Please do not return damaged merchandise to Hickory Hardware as the carrier is responsible for the shipment from the moment it leaves our facilities. Returning items to us may affect your ability to file a claim.

• Returns

  If you need to return an order that was correctly fulfilled by Hickory Hardware, simply contact our Customer Service team to obtain a Return Goods Authorization (RGA) number. Please note that a 20% restocking fee and freight charges will apply. This covers repackaging, processing, and restocking. To facilitate the return, please include your order number, item part number, quantity, and reason for the return.
  
  If the return is due to an error on our part, simply contact our Customer Service team to obtain a Return Goods Authorization (RGA) number and a call tag for return shipping, and we’ll cover the freight costs. Be sure to include your original order number when requesting the RGA, and mark "RGA" and "RETURN" on the outside of the box for quicker processing.
  
  Please pack items carefully to prevent damage, and return them in their original, unopened poly bags. Opened polybags will not be given credit. Returns should be made within 60 days of the invoice date. Please note, clearance items are final sale and cannot be returned.
  
  For assistance, contact us at:
  
  Phone: 1-800-235-9484
  Email: customer.support@belwith.com

• Shipping

  Processing Time:
  Orders are processed and shipped within 24-48 hours, Monday through Friday (except holidays). All shipments are Free On Board (FOB) from our Hickory Hardware warehouse in Grand Rapids, MI.
  
  
  Shipping Carrier:
  Hickory Hardware ships via FedEx Ground unless otherwise noted.
  
  
  Flat Rate Ground Standard Shipping:
  
  United States:
  Orders under $100 net: $16.00 flat rate per shipment.
  Orders over $100 net: $21.00 flat rate per shipment.
  
  
  Additional Charges:
  A $20 fee applies for address changes, delivery refusals, or returns to sender.
  
  
  Canada:
  Orders under $100 net: CAD $19.75 flat rate per shipment.
  Orders over $100 net: CAD $24.75 flat rate per shipment.
  
  
  Additional Charges:
  A CAD $27.50 fee applies for address changes, delivery refusals, or returns to sender.
  
  
  Expedited Shipping:
  
  Monday - Thursday: Orders can be expedited the same day if placed by 1:30 PM EST. Orders placed after this time will ship the next business day.
  
  Friday: Orders can be expedited the same day if placed by 11:15 AM EST. Orders placed after this time will ship the following Monday.
  

  Priority / Overnight / 2nd day / 3rd day: Customer pays FedEx published rate less 10%

  
  For expedited shipping inquiries, please contact customer service:
  Phone: 1-800-235-9484
  Email: customer.support@belwith.com

• INTELLECTUAL PROPERTY

  Hickory Hardware's decorative designs, including logos, catalogs, displays, websites, and photography, are original works protected by trademark and common law under Belwith Products. We safeguard our intellectual property through Design Patents and Copyrights. It is our corporate policy to enforce our intellectual property rights vigorously, using the full extent of United States and international laws against any violators.

• Sample Program

  Found a knob or pull you like, but want to see how it fits with your project? Ensure the design and finish align with your vision by seeing it in-person or virtually.
  
  See It In-Person:
  
  Experience the quality and finish firsthand by ordering a sample online on the product page you’re interested in or even better, see it in your local showroom. Find yours here. For any inquiries, please contact our customer service team:
  
  Phone: 1-800-235-9484

  Email: customer.support@belwith.com
  
  Please be advised that the sample ordering program available on the Hickory Hardware website is not applicable for shipping to Canadian addresses. Canadian customers wishing to request samples are encouraged to reach out to their local showroom, where representatives will be available to assist with sample orders. We appreciate your understanding and cooperation.
  
  See It Virtually:
  
  Utilize our Augmented Reality (AR) tool to visualize our products within your environment. Use your smartphone or tablet to see how the knob or pull complements your project. Access the AR tool here.

• Commercial Projects

  Are you working on a commercial or hospitality project? Hickory Hardware partners with authorized dealers to assist with bids and quotations for such projects. If you're unsure who to contact, simply email our customer service team, and we'll connect you with the right dealer and provide the information you need for a smooth quoting process.
  
  To qualify for a commercial or hospitality project, a minimum quantity of 200 pieces is required for decorative hardware. This can include a combination of styles, sizes, or finishes. Please note that this does not apply to stocking orders.

• Vignettes

  For Dealers:
  
  Hickory Hardware is eager to support your showroom and sales growth. To take advantage of our Showroom Vignette Display Discount, please email your order to customer.support@belwith.com and include “Showroom Display” prominently in the subject line. Please note, Hickory Hardware reserves the right to limit Showroom Display orders. We appreciate the opportunity to be featured in your vignettes.
  
  We would love to feature your vignettes or projects on our social media. Please tag us or send your photos to social_media@hickoryhardware.com.

• Warranty

  Subject to the terms and conditions of this warranty, Hickory Hardware (Belwith Keeler Decor Solutions), LLC. (“Company”) extends a limited lifetime warranty to the original consumer user (“Original User”) of Hickory Hardware product (“Product”) against defects in material and workmanship, as long as the Original User purchased the products from an authorized dealer or distributor of Belwith Products. This warranty only applies to the Original User of the Products. This warranty is not transferrable.
  

  
  

  Original User

  To make a warranty claim, the Original User must return the defective product to the Company, free of all liens and encumbrances, with shipping prepaid. The return should include a statement of defects and proof of purchase.
  
  What Hickory Hardware Will Do:
  Upon receiving the defective product, Hickory Hardware will, at its option, either repair or replace the product or refund the original purchase price. This is our sole obligation under this warranty.
  
  The Company makes no other warranties beyond those expressly stated herein, and all implied warranties, including warranties of merchantability or fitness for a particular purpose, are excluded. The Company’s maximum liability is limited to the purchase price of the product. We are not liable for any consequential, indirect, incidental, special, or punitive damages arising from the sale or use of the product, whether based on contract, warranty, tort, strict liability, patent infringement, or otherwise, even if advised of the possibility of such damages.
  
  Please note that some local laws do not allow the exclusion or limitation of incidental or consequential damages, so the above limitations may not apply to you. This warranty provides specific legal rights, and you may have additional rights which vary from state to state.
  

  
  

  What Is Not Covered

  This limited warranty does not cover the following costs, expenses, or damages:
  
  · Labor costs, including but not limited to the removal and reinstallation of the product.
  · Shipping and freight expenses for returning the product to Belwith Products.
  
  Additionally, this warranty does not apply to products:
  
  · Used in commercial applications.
  · Used in common areas.
  · Used for purposes other than those for which they are designed or intended.
  · Subjected to alteration, abuse, misuse, negligence, or accidents.
  · Improperly stored, installed, maintained, or operated.
  · Used in violation of written instructions provided by Belwith Products.
  · Exposed to improper temperature, humidity, or other environmental conditions.
  · That, upon examination by Belwith Products, do not meet warranty standards.
  
  This warranty also does not cover scratches, abrasions, or deterioration caused by paints, solvents, or other chemicals.
  

  
  

  Warranty Claims

  For warranty service and shipping instructions, please contact customer service:
  
  Phone: 1-800-235-9484
  Email: customer.support@belwith.com
  
  Mailing Address:
  Belwith Keeler Decor Solutions
  3100 Broadway Ave. SW
  Grandville, MI 49418

• IMAP Policy

  At Belwith Products, we strive to be the best in class and brand. To maintain this standard, we have established an IMAP policy that limits discounted sales prices of any Hickory Hardware product to no more than 10% off MSRP.
  
  For a full disclosure of this policy, including our actions to address violations and ensure enforcement, please email customer.support@belwith.com for the complete details.

• Images, Creative Assets & Data Pack

  Images, Creative Assets & Data Pack
  
  Dealers may use Belwith Products’ trademarks and brand assets in connection with the sale of our products. However, this requires prior approval and must include the appropriate notices and legends specified in the asset packages. All trademark use benefits Belwith Products.
  
  To request images for web or print use, or for information about data and picture packs, please contact customer service:
  
  Phone: 1-800-235-9484
  Email: customer.support@belwith.com

• Prop 65 Warning

  CALIFORNIA RESIDENTS – Proposition 65 Warning

  California’s Proposition 65, also called the Safe Water Drinking Act and Toxic Enforcement Act is a right to know law enabling California residents to make informed decisions to protect themselves from chemicals known to cause cancer, birth defects, or other reproductive harm.

  Belwith Keeler Décor Solutions has chosen to provide a warning based on our knowledge relating to the presence of one or more listed chemicals without attempting to evaluate the level of any exposure. The level of exposure for our products may be negligible or well within the “no significant risk level”. However, to uphold California residents right to make informed decisions, we have decided to place the following Proposition 65 warning on this product .

  • WARNING: This product can expose you to chemicals including lead, nickel or chrome, which are known to the State of California to cause cancer and birth defects or other reproductive harm. For more information go to: P65Warnings.ca.gov
• Terms & Conditions

  TERMS OF PAYMENT

  1%, 10 days, net 30 days. Monthly statements are provided.

  PRICES

  All prices are subject to change without notice. Any firm price or special conditions must be approved in writing prior to shipment.

  CANCELLATIONS

  Orders for any item in this catalog may be canceled or changed by the customer, subject to written approval and subject to a service charge.

  SAMPLES

  Samples are subject to change and are not returnable without written approval.

  SHORTAGES

  We must be notified within ten (10) days of receipt of shipment if any shortage is experienced.

  DAMAGED MERCHANDISE

  Concealed damage can occur in handling by carriers. This damaged is recoverable by you from the carrier upon presentation of a proper claim. If you find damage upon opening the shipment, call the delivering carrier and ask for an inspection of concealed damage. An inspector will be sent and will furnish proper forms for your claim. Do not return Hickory Hardware damaged merchandise to parent company Belwith Keeler Decor Solutions. The shipping carrier is responsible for the shipment when it is picked up from our facilities. If merchandise is returned to us, you may be unable to file a claim.

  RETURNED GOODS

  Hickory Hardware will promptly rectify any defects or errors for which it is responsible. With regards to buyer’s remorse, approval for return of these goods must be requested and a RETURN GOODS AUTHORIZATION (RGA) number affixed to the return PRIOR to credit being issued. Any merchandise sent to Belwith without the proper RGA number will not be accepted and will be promptly returned to the sender. Any returns requested for reasons other than defects or errors will be credited, less a handling charge of 25% of the invoiced price or a minimum of $10.00. Merchandise held over 30 days from date of shipment without an RGA request will NOT be accepted. Any merchandise returned to Hickory Hardware must be in resalable condition. All returns are subject to Hickory Hardware inspection for this purpose. Displays and display items are not returnable for credit. No merchandise will be accepted without an authorization number, as issued by Hickory Hardware . All freight costs for returned merchandise must be paid by the sender.

  INTELLECTUAL PROPERTY

  Hickory Hardware brand products, under Belwith Keeler Decor Solutions, are original art, as well as logos, catalogs, displays, web sites, and photography, and as such they are protected by trademark and copyright law. Belwith Keeler Decor Solutions protects intellectual property through both Design Patents and Copyrights. It is Belwith Keeler Decor Solutions corporate policy to prosecute violators of its intellectual property rights in the most aggressive manner under the full extent of United States and international laws.

  SATISFACTION GUARANTEED

  Hickory Hardware branded products are manufactured to provide quality which you can count on with normal use and wear. If you are not completely satisfied with this product, please return it for replacement to the place of purchase or to Belwith Keeler Decor Solutions. Belwith Keeler Decor Solutions is NOT LIABLE FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES. This guarantee is in lieu of any other warranties expressed or implied, including any implied warranty of merchantability or fitness.

  For more information, please contact:

  Customer Service - Belwith Keeler Decor Solutions
  3100 Broadway Ave SW
  Grandville, MI 49418
  1-877-556-2918
  1-616-247-4000 (if calling from outside the USA)