Policies

Store Hours
Payment
Privacy
Shipping Policies
Notes
Keying & Cylinders
Returns

Store Hours
1. Lock and Hinge.com is available 24/7.
2. Internet, Phone and Fax orders are processed during business hours at our main location in Brooklyn, New York Monday - Thursday from 9AM - 3PM EST and Friday, from 9AM - 12PM. 
3. Questions and comments are welcomed. Tel: 718-677-4186 Fax: 718-677-4189 Email at sales@lockandhinge.com 

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Payment
1. We gladly accept Visa, MasterCard, and Discover.
2. Personal and cashier checks will be accepted; however, merchandise can not be shipped until check clears your bank.

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Privacy
1. At Lock and Hinge, we value our relationship with you and place the highest importance on respecting and protecting your privacy.
2. We collect personal information such as your name, shipping/billing address, e-mail, and phone number, when you interact with us to purchase products. We do not share any information with third parties unless it’s to perform services on your behalf. This information is saved in the system so that future orders are easier to be made.
3. We do not collect, save or even see your credit card number, that goes thru Intuit Merchant service. All orders are processed thru Intuit Merchant service secure server certified by TRUSTe and are subject by their privacy policy, Click here to see Intuit's privacy policy.

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Shipping Policies

Order Processing
All orders are usually processed same or next business day and then shipped based on item availability.

1. Your credit card in most cases, will not be charged until order is shipped. You will receive a confirmation email that will have the tracking number so you can track the shipment.
2. Orders are shipped within 2-3 days. If an item is backordered, you will receive and email letting you know. You will not be charged any additional freight on backordered items. 
3. Orders shipments may arrive in multiple packages from multiple warehouses. In such cases you will not incur any additional freight charges. 
4. All orders are shipped via UPS or USPS. For your security we require a street address for all shipments.
5. Delivery time varies depending on your location and UPS/USPS shipping schedules.
6. If you have any special shipping requirements please call customer service during business hours or email us .
7. Any order placed during weekends and holidays will be processed the next business day.
8. We will never provide any information about you or your credit card number to third parties.
9. New York State residents will be charged sales tax, unless proof of tax exemption is provided.
10. Actual shipping cost will be included on your checkout page.
11. Most orders are eligible for our flat fee of $12.

Special or Factory Order Items
Items that are 'Special Order' on our site is due to manufacturer back orders and are industry-wide. All or most retailers will have delayed shipping on these items. At LockAndHinge.com we do our best to make sure to minimize any wait. We’ve posted a general delivery time-frame in the relevant product description.

Special orders are Non Returnable 

Please note: Some items that are marked for immediate shipping may have delayed shipment if other options/finishes are selected.

For any immediate concern or inquiry please contact us sales@lockandhinge.com or call 718-677-4186

Notes

1. We have made every effort to display as accurately as possible the colors and finishes of the products that appear on our site; however, the actual colors you see are dependent on your display monitor.
2. A particular manufacturer's color and finish will not always match the color and finish of another manufacturer. 
3. When doing commercial installations always check the local fire laws and building codes before ordering. 
4. All products are sold as new and covered by the standard mechanical and finish warranties offered by their respective manufacturers. Lock and Hinge does not offer any separate warranty.
5. In the event that an item is listed with an incorrect price or with any incorrect information, we reserve the right upon notification to cancel the order.
6. Prices and terms are subject to change without notice.
7. We have an extensive inventory and not all items are in our online catalog. If you can't find what you need, please email us and check back often to see new updates to our site.

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Keying & Cylinders
1. Keying instructions must be in writing and faxed or emailed to us with a return fax number or email address. 
2. If you desire to have your locks keyed to an existing key, please select that option when ordering. We will then hold your order until we receive your key. Please note that we can only do this if your key and the lock you are purchasing are from the same manufacturer. 
3. Master Keying is also available and must be sent to us in writing via fax or email. 
4. All Schlage locks will be sent with the standard, 'C123' keyway, unless otherwise instructed. 
5. Interchangeable core cylinders will come '0' bitted, and without the control key. A control key can be purchased separately.
6. All Interchangeable core locks come without the cylinder, interchangeable core cylinder and control key can be purchased separately.

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Returns
1. An RGA number must be obtained before any product can be returned for any reason, please call customer service for number. 
2. Please check your order a soon as possible, all shortages must be reported within 48 hours of receipt. 
3. You have 10 days to return an item. All returned items must be in their original boxes and in unused re-saleable condition. A restocking charge of 15% will be applied. Shipping charges are non-refundable.
4. The customer shall pay all freight on returns, unless there is a defect in product or an error on our part. If an item is damaged or has a defect we will ship another at our own expense upon return of the item.
5. Refunds will be credited to the original purchasing credit card account only after receipt of returned items. 
6. No returns or credit on any left over hardware due to over ordering or for any other reason on quoted projects.

7. All Closeout Sale and Special Order Items are Final. Non Returnable and Non Refundable

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