Navigating These Challenging Times Together

First, we want to thank you again for your continued support during this difficult time. Like everyone else we are just trying to take things one day at a time and get through this the best we can. We'd like to share some information with you to help you stay updated with what's going on at Hatchet Hardware in the coming days.

Store Hours:
As an essential business, our shops will continue to stay open. Our teams are working incredibly hard to be here for our communities in any way that we can so please be courteous. You can find our current store hours on the locations page: https://www.hatchethardware.com/pages/locations
Feel free to call the shops ahead to make sure we have whatever you need before coming out and please remember that you can shop online at hatchethardware.com at any time.

Steps We're Taking:
Our offices are all currently set up to work from home to help stop the spread of COVID-19. At our warehouse and shops, we have increased efforts to disinfect high-touch and high-trafficked areas throughout the day and increased daily cleaning routines. We are also making sure all employees have up-to-date information on how to stay healthy and what preventative measures should be taken and the ability to stay home if they are feeling unwell.

You may experience delays in shipping as we are taking the necessary precautions to protect you and our team. We are still working hard to get in-stock items shipped within 24 hours. Few items may temporarily have longer fulfillment times.

Customer Service:
Our customer service team is working hard to help all customers as quickly as possible. Due to technical difficulties and a higher volume of calls you may experience interruptions. In the event this occurs, please email us at sales@hatchethardware.com or message our chat here on the site. We apologize for any inconvenience and thank for your continued support and understanding.

Follow Us:
We are most frequently able to share updates on social media so if you aren't already please follow us on Instagram or "like" us on Facebook.
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Buy Online, Pickup in Store

How does store pickup work?

  • Shop from hatchethardware.com, when you're ready head to checkout, once you're there if all items your order are eligible for pickup you just choose the store to pick up from and checkout. Your local shop will be notified of your in-store pickup purchase and will notify you via email when it is ready for pickup. When you arrive, give the shop a call to let them know you’re there and pop your trunk. 

Order Pickup Time Info

  • Orders placed after 3pm may not be available for pickup until the following day. Shop hours vary, you can view them here.

Why is Store Pickup not available for my order?
  • All items in the order must be available at the shop you would like to pickup at in order for the pickup option to be available. Feel free to call your local Hatchet Hardware to see what alternatives they may have available for you to pickup!

Do I need an ID to pick up my order?

  • If your order is over $250 you will need to bring a valid ID at pickup. Otherwise, when you call just let us know who you are picking up for, your car make, and car color for contactless pickup.   

Can someone else pick up my order?

  • Yes! When checking out just update the name on the purchase or call the shop to let them know that someone else will be picking up for you.

How do I know I'm getting what I ordered?

  • You can always ask the team member who is bringing out your purchase to verify everything with you before you leave. If there are any mistakes, we will work quickly to make an exchange or return if necessary. 

Contact & Hours

Monday – Friday 8AM to 5:30PM EST
All current store hours are listed here.

How do I contact Hatchet Hardware?

Phone: (518) 629-0256 
Email: sales@hatchethardware.com

Hatchet Hardware of Brunswick
Phone: (518) 874-0251
Email: Brunswick@hatchethardware.com 

Hatchet Hardware of Palatine Bridge 
Phone: (518) 673-8200 
Email: Palatinebridge@hatchethardware.com

Hatchet Hardware of Troy 
Phone: (518) 687-0014 
Email: troy@hatchethardware.com 

Hatchet Hardware of Waterford 
Phone: (518) 233-1073 
Email: waterford@hatchethardware.com 

Gift Cards

Where to purchase a Hatchet Hardware gift card:

  • In store at any Hatchet Hardware locations. Find addresses, store hours, and more here.
  • You can purchase an e-gift card here and a gift card will be emailed to you.

Where to use a Hatchet Hardware gift card:

  • Hatchet Hardware gift cards can only be used at Hatchet Hardware locations in upstate New York. They cannot currently be used at www.hatchethardware.com or at any other authorized Ace Hardware dealers.

How to check your gift card balance:

  • You can check your balance here


Can I change or cancel my order? 

  • Once an order is released to the warehouse for processing an order can no longer be changed or canceled. Our system is designed to fill orders and get them on their way as quickly as possible. Orders are typically released for processing within 24 hours but often take less time. If a cancellation is needed, please contact customer service immediately and we will try our best to accommodate your request. Most items may be returned within 30 days of the order date with a return authorization. 

Can I ship to an address other than my own? 

  • You can keep multiple addresses in your account so that you can ship packages to your home, to work, or to someone else. If you are purchasing a gift for someone, you can send it directly to the recipient. Our packaging slips do not display any price information and make it easy for gift recipients to return their items if necessary. We do not require an RMA to return any merchandise back to us. 

How long will it take for my order to ship? 

  • We usually ship within two business days depending upon the number of orders we are processing, occasionally an item may be on back order and may take longerIf an item needs to be shipped via truck, additional processing time is required. Please contact us for delivery times. If an item is a special order item or large item, additional processing time might be required. Freight Insurance is included on all orders at our cost. 

  • We offer these shipping methods for most items: 
    - USPS Delivery (4 to 14 Business Days) 
    - Ground (2 to 6 Business Days) 
    - 3-Day (3 Business Days) 
    - Standard Delivery (7 to 14 Business Days) 

  • Keep in mind that shipping times do not include processing time and generally takes two business days to process. We may use air or ground shipping as necessary to get your order to you within the promised time frame. 

  • Shipping delays caused beyond the shipper (UPS, DHL, Federal Express, USPS, etc.) including, but not limited to, the following: the unavailability or refusal of a person to accept delivery of the shipment; acts of God; Public authorities acting with actual or apparent authority on the premises; acts or omissions of customs or similar authorities; riots, strikes, or other labor disputes; civil commotions, disruptions in air or ground transportation networks such as weather phenomena; epidemic, pandemic, and natural disasters, shall not be our responsibility. Please contact the shipping company directly. The shipping company does not provide refund for shipping for the above cases, and nor can we (for shipping charges) if your package does not get delivered. 

Why is my order coming in multiple shipments?

  • Due to varying item availability and warehouse locations, your items may be shipped separately when you place an order for multiple items. We will not charge you extra for split shipments. 

What shipping methods does Hatchet Hardware use? 

  • We typically ship via all the major shipping providers which include: UPS, FedEx, USPS, Yellow Freight, Old Dominion Freight & Con-way Freight. 


What is Hatchet Hardware’s return policy? 

  • Our goal is that you're completely satisfied with your purchase. If for any reason, you are not satisfied, simply return your purchase in its original packaging, with your original receipt/email confirmation within 30 days from the date of delivery. 

What do I need to do to make a return? 

  • Please examine the outer box and all contents immediately upon receipt for any signs of Wrong Item(s) Shipped/Defective/Damaged Item(s). 

  • For claims, please email us at sales@hatchethardware.com so that we can initiate the process. All claims must be initiated within 5 business days of delivery. 

  • Defective/damaged merchandise can ONLY be replaced. 

  • Products must be in new condition in order to receive a refund. 

  • Products with a limited useful life expectancy, such as batteries, may be sold with a product-specific limited warranty. 

  • Shipping charges are not refundable. 

  • Special/Bulk Orders and Seasonal items cannot be returned. 

  • Special Order Kiosk and Custom Installed Programs: Custom product(s) manufactured to our member’s personal and unique specifications cannot be returned or refunded, except for warranty repair/replacement due to failure to meet specifications. 


When will I receive my refund? 

  • You should expect to receive your refund within 2-5 business days once the package is received and inspected by our returns department; however, in many cases you will receive your refund quicker. We'll notify you via email of your refund as soon as it is processed.  After two weeks, if you don't receive credit, please contact us via email at sales@hatchethardware.com so we can investigate what happened to your refund. Please include: your full name (as it appeared on the order), address, order number, name of the shipper used, and the tracking number. 

Why didn’t I get a full refund? 

  • If the item(s) were purchased originally with Free Shipping they will have actual shipping charges deducted from the refund. Furthermore, if you refused the delivery, return shipping charges will be charged to you as well. 

What items are non-refundable? 

  • Typically, there are no refunds or exchanges for items in the categories below. Please contact us first if you have any questions: 

  1. Outdoor Equipment and Power Tools 

  2. Outdoor Living and Furniture 

  3. Heaters and Cooling Supplies 

  4. Special Orders  

  5. BBQ Grills 

  6. Gas-Powered Items 

  7. Oversize Items 

  8. Items including and over 50lbs. 

  9. Items that require special delivery 


Who do I contact about a product warranty? 

  • Products come with a manufacturer's warranty. No other warranties are expressed or implied. For warranty service, you must contact the manufacturer's authorized warranty service station closest to you. This information is available either with the material shipped with the product, or from the manufacturer directly. 

Can I change or cancel my order? 

  • Once an order is released to the warehouse for processing an order can no longer be changed or canceled. Our system is designed to fill orders and get them on their way as quickly as possible. Orders are typically released for processing within 24 hours but often take less time. If a cancellation is needed, please contact customer service immediately and we will try our best to accommodate your request. Most items may be returned within 30 days of the order date with a return authorization.