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Order Status
Has my order shipped?
 
Click the "My Account / Order Status" link at the top right hand side of our site to check your order status.
Click the "View or Change Order" button on the right. Your recent order will be displayed. Your order status is reflected on the top line.
PROCESSING-Your order is being processed and preparing for shipment. Your order can no longer be revised.
PENDING SHIPMENT-Your order is a custom order, the order has been processed and the acknowledgment from the manufacturer has been received, your order is in the final stages, we are awaiting shipping notification and tracking number details. 
SHIPPED-Your order has shipped, please click the "Track Your Package" to view package progress.
How do I edit or cancel items on my order?
  Click the "My Account / Order Status" link at the top right hand side of our site to view orders you have placed. Then click the "Change quantities / cancel orders" link to find and edit your order. Please note that once an order has begun processing or has shipped, the order is no longer editable.
How do I track my order?
 
Click the "My Account / Order Status" link at the top right hand side of our site to check your order status.
Click the "View or Change Order" button on the right. Your recent order will be displayed. Your order status is reflected on the top line.
PROCESSING-Your order is being processed and preparing for shipment.Your order can no longer be revised.
PENDING SHIPMENT-Your order is a custom order, the order acknowledgment has been processed and received, order is in the final stages, we are awaiting shipping notification and tracking number details from the manufacturer and/or warehouse. .
SHIPPED-Your order has shipped, please click the "Track Your Package" to view package progress. Please note this notification may be sent up to 3 days in advance of the actual shipping date. This is to notify you that your shipment information has been transmitted to the appropriate carrier. The physical package may or may not have been tendered to the carrier and will update periodically through out transit . To verify the actual transit status of your shipment, click on the tracking link provided.
My order never arrived.
  Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the appropriate carrier to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance. 901-317-6602
An item is missing from my shipment.
  Click the " My Account / Order Status" link at the top right hand side of our site to track your order status. Please confirm that all of the items in your order have shipped. If your order displays your Package Tracking Numbers, check with the appropriate carrier to verify your package status.  Some orders require shipment from multiple warehouses. Multiple inspection measures are taken to provide you with high quality merchandise and accurate order fulfillment, but ocassional mistakes will happen. In the unlikely event, although possible, various components can be mispackaged. (latches, strikeplates, faceplates, screws, mounting rings, privacy pins, etc.)  You must report any order discrepancy  or missing components via e-mail only, within 3 business days from receipt of your order. We will respond to your request, generally at the close of the business day with a detailed explanation on resolving the issue in the most convenient and expeditious manner.  If you are missing a part, please report to the e-mail address below. We will immediately ship you the missng part. We will not be held responsible for discrepancies not reported within 3 business days. Please send an e-mail notification to: 
 
Where do I return my product?
 

If you purchased items in the Emtek Products line, please refer to the instruction sheet included with your order. Return Goods Authorization Forms (RGAF) are required for all returns. Only new, uninstalled, unused items may be returned for credit for a period of 45 days from the date of purchase. No credits will be issued for $15.00 or less. Simpson's Hardware will not be responsible for shipping charges of returned merchandise. To obtain a Return Goods Form e-mail your request to: returns@simpsonshardware.com Please check your spam filters or junk mail as our responses are occassionally blocked. Please return merchandise to:

Simpsons Hardware
7010 Braden Rd
Arlington, TN 38002
Please include your name, address and phone number with a brief explanation for the return. All items must be returned in resalable condition. In the event you qualified for free shipping and the amount of the returns take you below the qualifying threshold, a flat rate fee of $12.95 will be accessed. Locksets that do not include the keys, will be accessed a fee of $7.00. In the event you have a defective product, or an item was shipped incorrectly, please contact our Customer Support Dept. via email only within 72 hours for assistance assistance@simpsonshardware.com

I received the wrong product.
 
Multiple inspection measures are taken to provide you with high quality merchandise and accurate order fulfillment, but occassional mistakes will happen. You must report any order discrepancy via e-mail only, within 3 business days from receipt of your order. We will respond to your e-mail request, generally at the close of the business day with a detailed explanation on resolving the issue in the most convenient and expeditious manner. We will not be held responsible for items not reported within 3 business days.  Please check your spam filters and junk mail as our responses are occassionally blocked. E-mail discrepancies to: 
 

 

My product is missing parts.
  Click the " My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance. You may e-mail your information to support@simpsonshardware.com Please check your spam filters and junk mail as our responses are occassionally blocked.
When will my backorder arrive?
  Most items are in stock are ready for shipment. Every effort is made to ship complete orders. In the event a product will not be available for more than 10 business days, we will notify you of the products status and anticipated arrival date. At that time you will have the option to cancel the item or wait for its avaibility.
When will my order ship?
  After placing your order, you may click the "My Account / Order Status" link at the top right hand side of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24 hours of shipment. Most items are in stock and usually ship within 24-48 hours of placing the order. Ground delivery services usually take 3-5 business days for delivery in the continental United States. Emtek Products are assembled and custom packaged to your order specifications, and generally leave the warehouse with 4-5 business days, plus transit time. Please choose your shipping method to accommodate your specific needs. Express delivery options are avaiable at the check-out.