Customer Service

Need assistance? We have helpful folks standing by ready to assist you. Use this page to check out our FAQs or talk to a representative. Our customers have ranked us No. 1 in satisfaction.

FAQ TOPICS:
GENERAL QUESTIONS
RETURNS
MERCHANDISE CREDITS
ACE REWARDS
GIFT CARDS
REBATES

General Questions

What are your store hours?
Our hours can vary slightly from store to store. Just enter a zip code or city/state in our store locator to check the hours at a specific location.

Can I have an item special ordered?
Yes. If you don’t find an item at your local Westlake Ace Hardware, we can order more than 60,000 items from Ace Hardware.

What credit cards do you accept?
Westlake Ace Hardware stores accept Mastercard, VISA, Discover and American Express.  We also take Google Pay, Apple Pay, and Samsung Pay.

Is there a Westlake Commercial credit card?
Westlake Ace Hardware does issue a commercial and business credit card for businesses, self-employed individuals, and rental properties. At this time we do not offer individual/consumer charge accounts.

Download the application above or pick up an application for a commercial/business account at any Westlake Ace Hardware store. When you complete your application, you can scan and email to ar1905@westlakehardware.com, fax it to 913-888-8665, mail it to the address on the application or return it to any Westlake Ace Hardware location.

Can I get a replacement receipt?
Yes. Simply contact the store where you made your purchase.

Returns

Ace Retail Holdings Return Policy applies to In-Store purchases. This 30-Day Return Policy can be discussed with the store team for additional details. Returns require a receipt, packaging, instructions, and accessories for ease of return. Returns which do not include these items may slow the return process and result in an in-store credit.

Return Exclusions:
Gift cards cannot be returned.

Apparel Returns:
Apparel may be returned if the item is unworn and has the product tags.

Stihl Returns:
Stihl powered equipment may be returned if the item is unused, uninstalled, and in its original packaging. Returns must be made at the store the item was purchased.

Outdoor Power Equipment Returns:
Outdoor Power Equipment (generators, tillers, edger’s, mowers, string trimmers, blowers, tractors, chainsaws, snow blowers, etc.) may be returned if the item is unused, uninstalled, and in its original packaging.

Power Tool Returns:
Power Tools may be returned if the item is unused and in its original packaging. Defective items may be exchanged or sent for repair based on the manufacturer’s warranty policy.

Grills, Smokers, and Griddles Returns:
Grills, Smokers, and Griddles may be returned if the item is unused, uninstalled, and in its original packaging. Assembly and delivery fees are eligible for a refund.

BOGA (Buy One Get Another) Returns:
If your transaction receipt does not identify a return value for each BOGA item, you must return all items purchased in conjunction with the BOGA sale. Your refund will be the purchase price you paid for such items. Partial returns of BOGA items will not be refunded.
If your transaction receipt identifies a return value for each BOGA item, you may make a partial return. Your refund will be the return value, as identified on the transaction receipt, of the item(s) you return.

Your receipt provides a no hassle return within the 30-Day Return Policy

Who do I contact with comments, questions or concerns about service, merchandise or stores?

There are a few ways to comment or raise concerns with your Westlake Ace Hardware experience:

1. Contact the General Manager of your local Westlake Ace Hardware store. Use our store locator to find contact information for any Westlake Ace Hardware store.
2. Call Westlake Ace Hardware’s Customer Relations at 913-888-0808 ext 2162 or Toll-Free 800.848.4307 ext 2162
3. Fill out the Contact form on this page.

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Merchandise Credits

Do merchandise credits expire?
No. Your merchandise credits are always good at the store where they were issued.

Where can I use merchandise credits?
You can only use store credits at the Westlake Ace Hardware store where the credits were issued.

Who do I contact regarding lost/stolen merchandise credits or if there are problems with my merchandise credits?
Customers should contact 1-800-848-4307 x 8905 for the store that issued the merchandise credit.

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Ace Rewards

How do I update my Ace Rewards membership?
Click here to visit the official Ace Rewards membership page.

How do I sign up for ACE Rewards?
There are two ways to sign up for an Ace Rewards Account:

1. 1. See a cashier to activate an Ace Rewards card with your purchase. This lets you begin to accumulate points immediately.
   2. Sign up online. Once you’ve completed the registration process and received your account number, you can use it on your next purchase.

How does the ACE Rewards program work?
You receive points every time you use your card when making a purchase. For every dollar you spend at Westlake Ace Hardware, you receive ten points.
For every 2,500 points you accumulate, you’ll receive a $5 Reward Card from Ace. You’ll receive extra reward cards for your birthday, special holidays and exclusive offers.

Download the Ace Rewards Mobile App and:

• • Always have Rewards information in your phone
  • Receive exclusive offers
  • Earn points in more ways
  • Access offers in one place
  • Track your Rewards Points

Who do I contact with changes, comments or problems regarding Ace Rewards?
For questions concerning your Ace Rewards account, call customer service at 888-827-4223. To update your account information, you can either call customer service at the same number or the Ace Rewards website.

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Gift Cards

You can purchase gift cards at any Westlake Ace Hardware location or order them online.

Where can I use my Ace Hardware gift card?
You can use your Ace Hardware gift card at any Ace Hardware location. Click here to find locations.

Who do I contact regarding lost/stolen Ace Hardware gift cards or if I have a problem with my gift card?
Contact Customer Service at 1-888-827-4223 immediately if your Card has been lost or stolen. Lost or stolen Cards will be replaced for the remaining Card value per Ace Incentives’ records only if you present the Card number and proof of purchase (of the original purchase or most recent reload, as applicable) satisfactory to Ace Incentives.

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Rebates

Where/how do I get rebate forms?
Your cashier should give you any applicable rebate form at the time of your purchase. Some rebate forms are also available online through ACE Hardware at AceHardware.com.

Who do I contact regarding the timing or processing of a rebate?
Many rebates take between six and eight weeks to process. If a rebate is taking longer than expected, please contact the store where the item was purchased.

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