FAQ's

Have a question? Let us help!

Check out these common questions and answers. If you don’t find what you need, give us a call and let us help. 1-800-821-8527

1. How do I become an approved customer?

Midwest Wholesale Hardware only sells to distributors who have prequalified and been issued a Customer ID number. To obtain a Customer ID number, you must complete the Midwest Wholesale Hardware credit application and be approved as a customer. A credit application may be found via the “apply for one” link on the Registration page of this site. Once approved, you will be issued a Customer ID number. You may then register to place orders on this site via the REGISTER link at the top of the HOME page of this site. You will be asked to provide: Name, Email Address, Customer ID and establish a Password.

2. Where do I find my credit application?

A credit application may be found via the “apply for one” link on the Registration page of this site.

3. How do I obtain a quote?

To obtain a quote, please send your request to quotes@midwestwholesale.com or call 1-800-821-8527.

4. How do I check pricing for stocked items?

Product is available if “In Stock” is shown on the product item page. Unless otherwise noted, manufacturers’ list prices are shown for each item on this website. For discounts or buying program pricing, please login and click on the button “Click here to see your price” for the item you wish to purchase” or contact a Midwest Wholesale Hardware representative. All prices are subject to change without notice and are not guaranteed.

5. How do I check prices or order a non-stocked item?

For pricing on items not shown on this site, please contact a Midwest Wholesale representative at hdwsales@midwestwholesale.com or call 1-800-821-8527.

6. How do I find specification sheets and templates for an item?

Specification sheets and templates for an individual item can be found under their specified tab on the product item page. If no specification sheet or template tab is found for an item, then no specification sheet or template is available for that item. For additional assistance, please contact a Midwest Wholesale representative at hdwsales@midwestwholesale.com or call 1-800-821-8527.

7. How do I place an order?

Midwest Wholesale Hardware only sells to distributors who have prequalified and been issued a Customer ID number. (See item #1) Once obtained, register and place your order via the item page for the item you wish to order.

8. How can I check the status of open orders?

To check the status of an open order, simply hover over My Account in the top right hand pane and select Orders from the drop-down this will take you to the orders that you have placed.

9. How do I cancel an order?

All requests for cancellations of orders must be confirmed in writing by Midwest Wholesale Hardware and may be cancelled only prior to shipment. Cancellation of factory-ordered product, whether shipped or not, will be determined by the manufacturer of the product and is subject to penalties or fees. Contact hdwsales@midwestwholesale.com or call 1-800-821-8527 to cancel any order.

10. What are your payment policies?

Terms are net 30 days from date of invoice, upon approval of credit by Midwest Wholesale Hardware. No shipments will be made unless your account is current. All C.O.D. shipments exceeding $2,000 will be shipped C.O.D. CASHIER’s CHECK. We accept Master Card, Visa, or American Express on all material purchased at standard book pricing.

11. What is your return policy

A RMA (Return Material Authorization) number must be issued before the return of material or request for credit.  To request a RMA number, email hdwsales@midwestwholesale.com , call 800-821-8527, or fax 800-621-6581.  Any material received without a RMA will not be accepted and returned at customer’s expense.  All customer requests to return “stock” material will have a standard 20% restocking fee in addition to original freight charges (if applicable) and will be credited after inspection (excluding return shipping and handling charges).  Returns on all factory ordered material are subject to the factory’s approval and have a minimum 45% restocking fee.  No returns of factory-ordered material under $250.00 will be accepted.  All Allegion Brands (Falcon, Glynn-Johnson, Ives, LCN, Schlage, Schlage Electronics, Von Duprin) factory ordered material is nonreturnable.  Replacement of defective material or material shipped in error will be invoiced and credited upon receipt of defective or incorrect material.  Products are warranted solely by the manufacturer.  The complete warranty is included with the product and is subject to the conditions set forth by the manufacturer.  Please note that a RMA number does not guarantee final disposition and all returns are subject to inspection.  RMA's must be issued within 60 days from the invoice date and are valid for 45 days after issued.  All exchanged or returned merchandise must be in original factory carton, including all packaging materials, inserts, manuals, and all accessories.

Package / Box Charges: Customers will be charged a repacking fee for damaged or altered boxes – to include tape or writing on package – if they need replacing (manufacturers charge MWH for replacement boxes).  Credit amount will be reduced for missing components (cylinders, strikes, etc.) at the discretion of MWH.  All returns must be packed in an outer shipping carton with valid RMA number on the outside of the shipping carton.  No returned material will be accepted without a Return Materials Authorization number.  Please ship your parcel Freight Prepaid using a Ground Service “Insured”.  COD or freight-collect shipments not accepted.

 

12. What is your cancellation policy?

All requests for cancellations of orders must be confirmed in writing by MWH and may be cancelled only prior to shipment. Cancellation of factory-ordered Product, whether shipped or not, will be determined by the manufacturer of the Product and is subject to penalties or fees.

13. What is your freight policy?

If you have an open account, MWH will prepay ground freight on shipments within the continental United States on all orders exceeding $750 net to one destination via the carrier of our choice.  If the order is less than $750, standard carrier rates apply.  Direct shipments must meet the manufacturer freight policy to qualify for prepaid ground freight.  All orders under $50 will include shipping and handling charges.  All goods are invoiced FOB Kansas City, MO; or Longwood, FL; or Fresno, CA; Elizabethtown, PA; Carrollton, TX; Greenville, SC (depending on the location from which the Product is shipped).

Product will be shipped to the address requested on customer purchase order.  All shipments are made pursuant to a shipment contract with an independent carrier not affiliated with, or controlled by, MWH.  Therefore MWH is not accountable for the delivery service.  However, our customer commitment includes assistance in filing any carrier claims for damaged or lost shipment.  Claims must be initiated within two weeks of delivery (or expected delivery in the case of lost shipment).

MWH in no event shall be liable to you for any damages, whether direct, indirect, incidental, consequential, special or otherwise, because of any failure to fill orders, delays in shipment or delivery, or any error in the filling of orders regardless of the cause therefore.