FAQ

Vancouver, BC

We know questions do come up when sourcing and ordering specialty hardware products. We have provided the answers below to the most "Frequently Asked Questions" and one of our sales consultants can assist you if you have any further questions or concerns.

 

Do your prices include applicable import charges into Canada?

Yes. Since we special order and import most of our products into Canada, we pay all the applicable duties, taxes, brokerage, exchange, shipping and handling charges. The price we provide is a Canadian Landed Price.

Why do you not have prices posted on your website or on your showroom displays?

As we import most of our products into Canada, the import costs are constantly changing for the 70+ vendors we represent. Unfortunately it is not feasible to post current prices online or on our showroom displays as theses factors change constantly. We are available to provide you with current pricing via phone, email or when you visit our showroom.

How long are your prices valid for?

We try to hold our pricing for 30 days, but due to the import costs constantly changing, they are still subject to change without notice.

Do you have samples of your products?

We do not have samples readily available as we offer thousands of different specialty ordered items. We work diligently to ensure we have the latest products on display for our clients to view, but it is also not possible for us to have everything on display from any one vendor’s product line. If you are unsure and would like to order a sample, we can accommodate this request at a cost to you.

Do you offer custom made hardware to our specifications?

Yes. We have numerous vendors that can accommodate specialty made hardware to your specifications. We would love to share your vision and work towards making it a reality.

Upon ordering your products, do I pay a deposit or full payment?

Orders under $250 we collect full payment at the time of ordering and orders over $250 we collect a minimum of a 50% deposit at the time of ordering and the balance upon pickup.

Why do some of your products have a minimum order amount or no Estimated Time of Arrival?

Some of our vendors have a minimum order amount and will charge us a fee to place smaller orders. We offer two options to our customers, either pay the minimum order fee or avoid the fee and wait until we have other customer orders to combine with your order so we can waive the minimum order fee. In this circumstance we are unable to provide an accurate ETA.

Can I pick-up my items as they arrive at your showroom?

Most of our clients order from more than one of our 70+ vendors at one time. We will contact you once your order is completely fulfilled and ready for pick-up. If you wish to be notified as your items arrive, please let us know and we will make sure to notify you accordingly. If you decide to pick-up a partial order, we do require the order balance to be paid in full prior to releasing your products.

Can I expedite my order?

In most cases we can accommodate an expedite request if the vendor has stock. When it’s a custom made to order item, this will be more challenging however we can always inquire at the time of the order. If we can accommodate an expedite request, it will be an additional cost to you.

Can I add items to my existing order?

It will depend on the status of your order at the time of your request. If our vendors have not processed your order, then yes you can. If your order has been processed, then a new order will need to be placed.

Can you guarantee my order will be delivered in the Estimated Time of Arrival provided?

No. As much as we would love to promise you a firm delivery date, there are too many variables that can affect or delay a shipment from a vendor. Its dependent on when your order was placed, the size of the order, how busy the manufacturer or supplier is, available stock levels, weather conditions, Canada Border Services Agency and so on.

We do base our ETA timelines on our recent delivery experiences for each vendor and in most cases we can stay true to them. In addition, we can check with our vendor at the time of your order to provide a firmer timeline.

Can I order directly from the manufacturer or supplier?

No. We are the authorized dealer for our anufacturers or suppliers products within Western Canada. All vendor ordering and purchasing must be performed by Bradford Hardware.

Can I have my products direct shipped from the manufacturer or supplier?

No. We are the authorized dealer for our manufacturers or suppliers products within Western Canada. All product deliveries must be received, inspected and released by Bradford Hardware.

Can I have a courier or someone pick-up my products from your showroom?

Yes. We do require proper notification and the order balance must be paid in full prior to releasing your order. All courier expenses will be an additional cost to you.

Does Bradford Hardware warranty the products purchased?

No. All product warranty will be subject to the vendor’s terms and conditions.

Can I change or cancel my order?

It all depends on the status of your order at the time of your request. If your order has not been entered into the vendors system or has not been processed, then most likely we will be able to accommodate your request. If your order has already been processed or shipped, then unfortunately it will be too late to make changes or cancel your order. In a backorder situation where the vendor products are currently unable and you prefer not to wait for it to be manufactured, we can request the order be cancelled. In all circumstance, we will always try our best to fulfill our customer’s requests whenever possible.

Can I return my special ordered hardware for a refund or exchange?

Unfortunately in most cases we do not allow returns or exchanges due to a number of reasons. We offer special order products with custom ordering options from our 70+ vendors throughout the world. The products we offer have been specially ordered for you and in some cases manufactured to your specifications. Most of our vendors don’t offer refunds or exchanges and if they do, there is considerable restocking fees and return shipping charges that would apply. In addition, we have paid the import costs into Canada, which are not recoverable – making it extremely difficult to return products for any type of credit or exchange. We have invested heavily in our showroom and displays, welcoming our clients to view our products in order to ensure you are satisfied with your purchase.

VISIT OUR SHOWROOM

The Armoury District Vancouver

Our specialty hardware design center is located in the heart of Vancouver, British Columbia Canada. We have a wide variety of architectural products and our sales consultants can assist you every step of the way. We will ship products anywhere within Canada or the United States and accept payments by credit card, PayPal, or e-Transfer. Feel free to book an appointment or visit our decorative hardware showroom to discuss your home d├ęcor needs.

Bradford Decorative Hardware
101 1626 W 2nd Ave
Vancouver
BC
V6J 1H4
Canada