Ace Hardware Reviews & Complaints

Ace Hardware sells tools, paint, lawn and garden supplies, grills, household hardware and other project supplies through AceHardware.com and local stores. Ace Hardware Corporation operates as a retailer-owned cooperative; many stores are independently owned and operated. That matters for customer service: Ace’s published website return policy applies to purchases made on AceHardware.com, while each local store sets its own policy for purchases made in that store. Some website items ship directly from a vendor and have a separate process.

This independent ZeroStars page welcomes first-hand reviews of shopping with Ace online or in a local store. Ratings may be positive, neutral or negative on the −5 to +5 scale; 0 is valid.

Tell readers whether you bought in store, ordered online for pickup, received local delivery or used ship to home. Include the item type, purchase and fulfillment dates, participating store, promised pickup or delivery time, and what happened. If the issue concerns a return, say whether the item was used, installed, fueled, tinted, assembled or shipped directly from a vendor, and whether you had the receipt. Share the outcome without posting private order, payment or account details.

The Ace Care Center lists 1-888-827-4223 for website orders and other general help. Its posted phone hours are Monday through Friday, 6 a.m.–10 p.m. Central, and Saturday and Sunday, 7 a.m.–7 p.m. Central, subject to holiday changes. For an in-store purchase, local delivery, service or a store-specific policy, contact the particular store using the official store locator. Ace asks customers dissatisfied with a store visit to contact that store within 24 hours under its customer-service guarantee, then contact the Care Center if unresolved. Resolution is assessed case by case.

Ace’s shipping guidance distinguishes ship-to-home orders from delivery by a selected local store. Ship-to-home fees depend on the order and selected service, with the total shown at checkout. Standard ground and eligible expedited options are available; item restrictions and timing vary. Track the order through the website or contact Customer Care if the shipping confirmation, address, charge or delivery status does not match what you expected. If a package arrives damaged or incomplete, save the package and photos and report it promptly through Ace or the delivering store, as appropriate.

Eligible store-stocked AceHardware.com items can be ordered for free pickup at a participating location. Ace advertises pickup in about 15 minutes for qualifying in-stock items placed at least 30 minutes before that store closes; assembly and tinted paint are excluded from that speed claim. Items shipped from a warehouse for pickup take longer. Wait for the Ready for Pickup email before heading to the store, and bring the order number and matching photo ID or the designated alternate pickup person’s ID. The published guidance says a local store holds pickup orders for up to five days.

Participating stores also offer curbside pickup. After the ready notice, follow the confirmation’s instructions and call the store from the curbside area. Store participation, stock and pickup hours vary.

Delivery from Store is offered in participating stores’ delivery areas, with the earliest available date and any delivery charge displayed during checkout. Depending on the order, it may be available as early as the same day. Some deliveries require an adult to be present and sign. For an incomplete, damaged or missed local delivery, Ace directs customers to the delivering store. Ace Rewards members can qualify for free next-day delivery from a participating store on eligible in-stock online orders with a $50 merchandise subtotal before rewards discounts and tax. The benefit excludes same-day delivery and ship-to-home shipping; the store’s area and participation matter.

Ace’s 30-day website return policy says most eligible items purchased on AceHardware.com can be returned within 30 days of the original purchase date with the original receipt. They must be unused, uninstalled, in their original packaging and accompanied by instructions, packing slip and all accessories and parts. Ace also asks shoppers to bring a valid photo ID. The company recommends taking a qualifying website purchase to a nearby Ace store that can issue the refund, or calling Customer Care for another return method.

For a qualifying mail return, the shopper usually pays return shipping unless the item was incorrect, damaged or defective. Refunds generally go back to the original payment method, less nonrefundable shipping or applicable services. Ace says issuing the refund may take three to five business days, with additional bank posting time. If the original payment method is unavailable, Ace says it credits a gift card. A coupon or Ace Reward used for a returned product is forfeited under its stated online terms. Without the original receipt, the website policy does not promise a return; ask the local store or Care Center what proof is needed.

Each Ace store has its own return and customer-service policies for in-store purchases. Ask the store where you bought the item for its deadline, receipt requirements and accepted return conditions. Do not assume that the AceHardware.com 30-day policy covers a store purchase or that every store will process every specialty item.

For website orders, gift cards, trading cards and clearance items have final-sale restrictions. Outdoor power equipment and grills must remain unused, uninstalled and in original packaging; outdoor power equipment cannot be returned after fuel or oil has been added, even if drained. Hazardous materials have return restrictions. Tinted paint ordered on AceHardware.com is final sale, and assembled or locally delivered items may need to go back to the same store and may carry restocking or pickup fees when not damaged or misfulfilled. Cut and programmed automotive keys cannot be returned. Read the item page and receipt before ordering.

Ace’s online catalog includes products shipped directly by manufacturers or other vendors. The vendor-direct return rules vary by supplier and may require a return authorization and shipment directly to the vendor instead of a local store. Some supplier windows are shorter than 30 days, and shipping or restocking fees may apply. Check your purchase history or the product detail page to see whether the item was vendor-direct before transporting it to a store.

A manufacturer’s product warranty is separate from Ace’s return deadline. If powered equipment has been fueled or an item develops a problem after the return window, review the manufacturer’s instructions or contact Ace Customer Care for service-center guidance. State clearly in your review whether the concern is an ordinary return, a defective product or a warranty claim.

Ace works to fill orders quickly, so an online cancellation request is not guaranteed once processing begins. Under its order guidance, a ship-to-home order already on its way cannot be canceled; an eligible item can be returned after arrival under the applicable policy. For local delivery, contact the delivering store before the order goes out; the store’s ability to cancel varies. Keep order confirmation and any cancellation message for reference.

Ace Rewards is free. Ace currently advertises 10 points per dollar on most qualifying purchases and a $5 reward for 2,500 points, along with participating-store offers. Qualifying spend, excluded items, expiration, coupon conditions and store participation are governed by the current program terms. The Ace mobile app can connect to a Rewards account and show applicable offers and order information. Check the cart and receipt to confirm that an offer applied.

Ace gift cards can be used for eligible merchandise at Ace stores or on AceHardware.com; certain Ace Home Services are excluded. Promotional cards can have different expiration or restrictions from paid gift cards. Ace warns customers not to give a gift-card number or PIN to an unexpected caller or email sender.

Ace Hardware is a retailer-owned cooperative with independently operated member stores, so your local store’s policies and services can differ from the website’s. For comparable shopping experiences, see Home Depot, Lowe’s, and Walmart. These retailers are comparisons, not associated companies. Browse the Retail Stores & Shopping category for more.

Official sources checked September 28, 2026: Ace Returns and Vendor-Direct Policies, Pickup, Delivery & Shipping, Ordering & Tracking, Contact Us, Ace Rewards and Ace corporate newsroom. Confirm the selected store’s terms and your product details because independent stores and vendor-direct items can have different policies.

For most eligible AceHardware.com purchases, Ace publishes a 30-day return period from the original purchase date with a receipt and unused item in original packaging. A purchase made inside an Ace store follows that store’s own policy. Vendor-direct and excluded products have special rules.

Ace recommends returning an eligible website purchase to a nearby Ace retail store that can issue a refund. Vendor-direct merchandise, hazardous materials and specialty products may require another route. Check the product’s return instructions or call the Care Center before going.

The published website policy calls for the original receipt and does not guarantee no-receipt returns. A local store may have its own rules, so ask the store where you bought the item.

No, under Ace’s website return exceptions, outdoor power equipment cannot be returned after fuel or oil has been added, even if later drained. For product trouble, consult the manufacturer about warranty service.

Eligible online items can be picked up free at participating Ace stores. Curbside service also depends on the store. Wait for the ready notice and follow the order’s instructions.

Qualifying members can receive free next-day delivery from a participating store on eligible in-stock online orders of $50 or more, subject to the store’s delivery area. This does not cover same-day delivery or ordinary ship-to-home shipping.

Ace says it may take three to five business days to issue an eligible online-order refund; the financial institution may take more time to make funds available.

Start with the store where you shopped, using the official locator. For website orders and escalation, the Ace Care Center number is 1-888-827-4223.