Customer Service

Shipping & Delivery
  • Most orders are shipped via UPS or Fedex.  In situations where a signature is required please fully inspect the contents of your package before signing for the delivery.  Perform this inspection even when the packaging appears to be in good condition.
  • For in-stock items there can be up to a one day processing time for picking, packing and shipping.
  • Because we want to be able to provide the best value at the best price, all orders are shipped directly from Häfele America.  We gladly provide free shipping on all orders over $250 (Contiguous USA only).
Privacy & Security
  • Hartert-Russell-Home.com does not disclose your identity nor any other private information to any third part except as it relates to the fulfillment of your order.  At pertinent times will send you newsletters, via email, to inform you of new products or special offers.  At your request, we will remove you from our mailing list.
Returns & Replacements
  • Returns must be accompanied by an RMA (Return Material Authorization).  An RMA may be requested by telephone [(615) 386-0020] or email (sales@hartert-russell-home.com).  Return goods must be shipped to the appropriate manufacturer's or distributor's warehouse. Goods returned to our office address without approval will not be accepted and will be returned to you.
  • In the case of a defective (not damaged in shipping) we will provide a replacement at our expense.  This is provided so long as report the product defect to us within 10 days of delivery.  Claims made after the 10 day grace period will not be accepted under this section and will be treated as an ordinary return.
    • Defects must be reported within the 10 day grace period.  If you do not intend to use the item immediately, please inspect it upon receipt and examine it for possible defects.
    • Please report any defect by email to sales@hartert-russell-home.com or by phone at (615) 386.0020.
    • Ordinary returns are returns whose defect claim was not reported within the 10 days from delivery grace period.  Ordinary returns must be completed within 30 days of delivery.  A Return Material Authorization (RMA) is required for this type of return.  All original goods and shipping contents must be returned in their original packaging; including manuals, warranty cards etc.  BOTH the goods and the packaging must be in re-saleable condition otherwise we cannot accept the return.  Customer agrees to pay freight for the return.  Credits are less the original shipping charges incurred for the original shipment.  The restocking fee will be waived in the events of exchange or replacement or equal or greater value.  Otherwise, you may elect to choose a full store credit or a refund less a 20% restocking fee. The initial shipping charges are not refundable.
      • No item with an MSRP of $50 or less may be returned, regardless of manufacturer.
      • No item designated as “make-to-order” may be returned.
    • Damage returns are returns based on shipping damages.  Shipping damage is normally rate, but when it occurs we have procedures to help resolve the situation.
      • Inspect goods upon receipt even if you do not intend to use them until a later point in time.
        • When a signature is not required you must notify us of shipping damage within the 10 day window.
        • When a signature is required for delivery inspect you may write “Uninspected – Possible Damage” above or near your signature.
  • In the event of shipping damage notify us as soon as possible, but within 10 days of delivery.  After that time no damage claims may be filed with the shipping carrier.  If you wait until after this period no claim can be made which means that the return will not be accepted, neither will we be able to provide a replacement nor refund.
  • Contact us via the contact information above.
  • We will help with claims from UPS and Fedex.
Ordering
  • You may cancel any order without charge or penalty as long as the order  has not already shipped. However, items already shipped cannot be cancelled and, if returned, will be subject to a restock fee and shipping costs. Custom, Special Order and Made-To-Order goods may not  be cancelled after three days from order placement.
Payment, Pricing & Promotions
  • Hartert-Russell-Home.com endeavors to provide our customers with the best prices possible.  However, the cost of order processing requires us to maintain a minimum order value of $40.  Orders less than this amount are subject to a $10 minimum order fee.  Orders above $40 are not subject to the minimum order fee.  Note, also, that minimum order items cannot be returned.
Viewing Orders
Updating Account Information