Shipping policy

Price

All prices are subject to change at any time without prior notice. Any applicable federal, provincial, state, local, or other government taxes, duties, or fees related to the sale or shipment of products will be added to the invoice and are the responsibility of the purchaser.

Payment

Credit terms may be extended upon submission and approval of a completed credit application. For approved accounts, standard payment terms are net 30 days from the date of invoice. Orders placed without approved credit must be prepaid by cash, certified cheque, money order, debit card, or credit card. Online orders are limited to payment by credit card. All merchandise remains the property of Mole Hardware Inc. until payment is received in full. Late payments are subject to interest charges of 2% per month (24% per annum) on any outstanding balance.

Order Fulfillment

Orders are typically processed and ready within 1–3 business days. At Mole Hardware, we strive to provide accurate and up-to-date inventory information. If an item is unavailable, you will be notified via email or phone within 2 business days of placing your order.

You can choose between two fulfillment options:

  • Shipping: Orders can be shipped directly to your address. Shipping fees and policies apply as outlined in our Shipping & Delivery Policy.

  • Pickup: Customers may also choose to pick up their orders from our warehouse/showroom. A confirmation email will be sent once your order is ready for pickup.

Pickup Policy

  • Orders must be placed in advance before pickup.

  • You will receive a confirmation email once your order is ready for pickup. Please wait for this confirmation before arriving.

  • All orders are available for pick-up at our designated warehouse or showroom locations. Please note that operating hours may vary by location. Customers are required to arrive during office hours to collect their orders.

  • Customers must provide a copy of the order confirmation (digital or printed) and valid photo ID at the time of pickup.

  • If someone else is picking up on your behalf, please notify us in advance and ensure they bring proper identification and the order confirmation.

  • Please ensure you have adequate space and proper transportation for oversized or heavy items.

  • Customers are encouraged to inspect their order at the time of pickup. Any damages or discrepancies must be reported immediately before leaving the premises.

Shipping & Delivery Policy

Order Processing & Shipping Timeline

Orders typically are shipped within 1–3 business days (Monday–Friday, excluding public holidays) after we receive your order. You will receive a shipping confirmation email containing a tracking number once your order has shipped. Delivery times (ETA) depend on the carrier’s schedule.

Orders are shipped via the most suitable carrier as determined by Mole Hardware Inc. Freight charges are prepaid and added to your invoice. If you request a specific carrier, all associated costs and risks become your responsibility, and the shipment will be sent and collected with the carrier billing you directly.

Order Changes & Cancellations

No changes, corrections, or cancellations can be made after your order has been submitted to our shipping department.

Local Delivery – Greater Toronto Area (GTA)

  • We offer free local delivery on orders of $300 or more (before tax) to commercial addresses located within the Greater Toronto Area (GTA), including City of Toronto, Peel Region, York Region, Durham Region and Halton Region. 

  • CAD $20 flat rate for orders under CAD $300 within the GTA.

Canada Wide Delivery

  • Shipping fee will be calculated on the checkout page. Orders are shipped via the best possible carrier at our discretion. 

  • Mole Hardware will cover up to $100 in shipping costs for Orders over $1,000 (before tax). If the actual shipping cost exceeds $100, we will contact you to settle the balance.

Remote Area Delivery: Additional delivery charges may apply as determined by the shipping company. Customers will be notified by email, and the order will only be processed upon approval of the surcharge.

⚠️ Note: All shipping policies apply to commercial address deliveries only. Residential deliveries may incur additional charges as determined by the shipping company. Customers will be notified by email prior to processing.


Product Availability

Products listed as "In Stock" are currently available at one or more Mole Hardware Inc. distribution locations. However, availability may vary by region, and not all "In Stock" items will be immediately accessible from every Mole Hardware Inc. location.

Products marked as "Usually Ships in (X) Days" are typically available or expected to be available shortly. Once these items are received into inventory, they will be packaged and shipped promptly. If an ordered item is unexpectedly unavailable, a Mole Hardware Inc. representative will contact you as soon as possible with further information.

Please note that Mole Hardware Inc. is not liable for delays in delivery caused by circumstances beyond our control, including but not limited to: supply chain disruptions, carrier delays, natural disasters, labor disputes, acts of war or terrorism, or government-imposed restrictions. All shipping timelines provided are estimates only and are not guaranteed.

Certain products are only available for local pick-up or GTA shipping. Please refer to the product description page for details.

Oversized / Overweight Items

Products that are oversized or overweight and may require LTL (Less-Than-Truckload) shipment will incur additional delivery charges as determined by the shipping company. Please refer to the product description page for details.

The shipping cost will be calculated after the order is received and confirmed with the customer before processing. Orders are shipped via the best possible carrier at our discretion. 

⚠️ Note: All ship out orders are subject to additional fees such as residential address, dangerous goods, odd sizes items or if tailgate is required no matter the address. Customers will be notified by email prior to processing.


Exchange Policy:

To request an exchange for defective or incorrectly delivered items, please notify Mole Hardware Inc. by email at info@molehardware.com within 30 days of receiving the product.

Items eligible for exchange must meet the following conditions:

  • In original, unused condition

  • All tags, accessories, and packaging must be intact

  • Accompanied by valid proof of purchase (e.g., order confirmation or invoice)

Exchange Options:

  1. In-Store Exchange – Items can be returned and exchanged at any of our showroom locations.

  2. Ship-to-Store Exchange – Items may be returned by shipping them to our designated return address. Once the return is received and verified, replacement items will be shipped.

If the return is due to a confirmed defect or delivery error, Mole Hardware will cover return shipping costs when the Ship-to-Store method is used. All returned items will be inspected upon arrival, and exchanges will only be approved once the product is verified as defective or incorrect.

If the original item is no longer available, we will offer an equivalent replacement or issue a refund.

Please ensure that your shipping address is complete and accurate at the time of purchase. Mole Hardware is not responsible for delays or issues arising from incorrect or incomplete shipping information.

Mole Hardware reserves the right to deny an exchange if the item does not meet the criteria outlined above. Any additional fees incurred during the exchange process (e.g., customs duties or taxes) are the responsibility of the customer.

If you have any questions or require assistance, please contact our customer service team at info@molehardware.com We are committed to ensuring your satisfaction.

Return policy:

To request an exchange for defective or incorrectly delivered items, please notify Mole Hardware Inc. by email at info@molehardware.ca within 30 days of receiving the product.

All returned items must be:

  • In new, unused condition

  • In their original packaging, with all components, labels, and manuals included

  • Accompanied by the original invoice or proof of purchase

Please do not return any products without receiving prior authorization from our team. Unauthorized returns may be refused or subject to additional handling fees. Please contact our customer service team to initiate the return:info@molehardware.com

Return Options:

  • In-Store Return – Items can be returned and exchanged at any of our showroom locations.

  • Ship-to-Store Return – Items may be returned by shipping them to our designated return address. Please contact our customer service info@molehardware.com for more details. Once the return is received and verified, replacement items will be shipped.

If the return is due to a confirmed defect or delivery error, Mole Hardware will cover return shipping costs when the Ship-to-Store method is used. All returned items will be inspected upon arrival, and exchanges will only be approved once the product is verified as defective or incorrect.

Once we receive and inspect your return, we will notify you of the status of your refund.

If approved, a refund will be issued to your original method of payment within 5–10 business days. Shipping charges are non-refundable, unless the return is due to a Mole Hardware error (e.g., incorrect or defective item). A restocking fee of 20%, along with any applicable freight charges, will be deducted from the credit prior to issuance. Cash refunds will not be provided. All returns must be initiated within 15 days of the invoice date, and items must be unused, in their original packaging, and in resalable condition.

Out of Stock / Backorders:

If a regularly stocked item is out of stock or on backorder, no additional shipping charges will apply. We reserve the right to make partial shipments as needed for unavailable items.

Special Orders:

Special order items are subject to applicable freight charges, which will be added to your invoice. Once confirmed, special orders cannot be canceled or returned for any reason.

Cancellations:

All Cancellations must be in writing by email, or mail.

Warranty:

Most products sold by Mole Hardware Inc. are covered by manufacturers’ warranties, which Essential, Basic hardware provide a limited lifetime warranty against defects in material and workmanship for as long as the original consumer purchaser owns the product. Kitchen and closet accessories are covered under a limited 3-year warranty. These warranties are solely the responsibility of the respective manufacturers and may vary by product. In all cases, warranty coverage is limited to the replacement or credit of the defective item and specifically excludes any associated costs for removal, delivery, or installation. Warranties are void if the product has been improperly installed, subjected to excessive loads, or misused. For specific warranty details, please contact your sales representative or our customer service team:info@molehardware.com