Support Center

Log in to your account. On the dashboard, click on "My Orders" for a Personal Account or "Company Orders" for an Enterprise Business Account. This will pull up a list of orders where you can see the Order Status column. For more details, you can click on the specific order number. Once in the order, under "History" will be the detailed list for all status updates. Additionally, you should receive an email with the order confirmation and shipping notification. If you have further questions, please reach out to our team who would be happy to help.

Log in to your account. On the dashboard, click on "My Orders" for a Personal Account or "Company Orders" for an Enterprise Business Account. This will pull up a list of orders where you can see the Order Status column. If the order has shipped, you can click on the specific order number for more details including the tracking number. Additionally, you should receive an email with the shipping notification. If you have further questions, please reach out to our team who would be happy to help.

Please visit our Returns page with details on our returns process. See the link under Helpful Links to the left.

If you do not have an existing account, simply go to "Create Account" and select "Personal Account" and fill out the required fields. Hit submit and your account is instantly ready for your to place orders.

Users with an account can save addresses allowing them to check out faster, view order history, track new orders, and save items to a list. Enterprise Business accounts are for businesses that want to take advantage of custom account terms and tax free status if applicable to their business through an online portal. Businesses are able to move through the checkout process faster, store multiple shipping addresses, view and track your orders in your account and more. Enterprise Business accounts can accommodate multiple users within an organization, giving visibility to all orders that may be placed.

If you forgot your password, you can go to the login page and click on "Forgot your password?". You will receive an email with instructions on how to reset the password. Please check your spam folder if you are not seeing the email in your inbox. For security purposes and your account protection, we can not reset your password for you over the phone, email, or chat.

Please visit our Returns page with details on our returns process. See the link to the left.

Personal Accounts allow users to save addresses and check out faster, view order history, track new orders, and save items to a list. Enterprise Business Accounts have the same benefits as a Personal Account but also allow businesses to take advantage of account terms, invoice history, and tax free status if applicable to their business. Enterprise Business accounts can accommodate multiple users within an organization, giving visibility to all Austin orders that may be placed within their organization.

There are a few ways you can request a quote. Visit the Step-by-Step link to the left. If there is a specific item, you can go to that product page. Under the "Add to Cart" button, click on the "Add to Quote" link. Once you open a quote, you can add multiple items to the quote. After you have added the items you wish to have quoted, click on the "FINISH QUOTE" in the bottom left where it will open up the quote details. From this window, you can update any details needed including the quantity, adding or deleting items under the "Add to quote" section, or adding a message or attachment. Please be sure to choose the shipping address if you need a shipping quote. Click on submit when complete. Our team will receive your request and reply within 1-2 business days. You can see the quote response within your dashboard and you will also receive an email notification with the quote reply. Additionally, you can go to the bottom footer, and under Customer Service, click on "Request a Quote". Simply fill out the form and submit. Our team will review and follow-up with you within 1-2 business days.

If you started a quote and would like to delete it prior to submitting, follow these steps. First, visit your dashboard and open the quote. Delete the items on the quote by updating to zero or clicking on the trashcan icon. After you have removed the products on the quote, it will no longer be in your quote list.

Visit our dedicated page on how to create an Enterprise Business Account linked to the left.

Enterprise Business accounts are for businesses that want to take advantage of account terms and tax free status if applicable to their business through an online portal. Businesses are able to move through the checkout process faster, store multiple shipping addresses, view and track your orders in your account and more. Enterprise Business accounts can accommodate multiple users within an organization, giving visibility to all orders that may be placed.

If you require changes to your online Enterprise Business Account including adding, deleting, or updating the shipping address, billing address, or the users under your account, please reach out to our team via email, phone, or the online contact form. It is important that our team manages these changes at the Austin Account level. Once the updates are made there, they will sync over to your online account.

If you need to add users to your account, please reach out to our team via email, phone, or the online contact form. We will add those users to your Austin Account and they will sync to your online account.

There are a few ways you can request a quote. Visit the Step-by-Step link to the left. If there is a specific item, you can go to that product page. Under the "Add to Cart" button, click on the "Add to Quote" link. Once you open a quote, you can add multiple items to the quote. After you have added the items you wish to have quoted, click on the "FINISH QUOTE" in the bottom left where it will open up the quote details. From this window, you can update any details needed including updating the quantity, adding or deleting items under the "Add to quote" section, or adding a message or attachment. Please be sure to choose the shipping address if you need a shipping quote. Click on submit when complete. Our team will receive your request and reply within 1-2 business days. You can see the quote response within your dashboard and you will also receive an email notification with the quote reply. Additionally, you can go to the bottom footer, and under Customer Service, click on "Request a Quote". Simply fill out the form and submit. Our team will review and follow-up with you within 1-2 business days.

If you started a quote and would like to delete it prior to submitting, follow these steps. First, visit your dashboard and open the quote. Delete the items on the quote by updating to zero or clicking on the trashcan icon. After you have removed the products on the quote, it will no longer be in your quote list.

Please visit the Step-by-Step Help Page that is linked to the left for detailed instructions and images on how to upload a bulk order.

Please visit the Steo-by-Step Help Page that is linked to the left for detailed instructions and images on how to create a list.

We ship most orders within 1-2 business days, with 95% of orders reaching our customers in two days of transit time. For packages over 1 lb we offer UPS Ground, 2 Day, & Next Day. For packages under 1 lb we offer USPS Priority Mail, Priority Mail Express & First Class Package Service - Retail and UPS Ground, 2 Day, & Next Day.* * Delivery and ship times are not guaranteed. For more information on our shipping policies, please visit our Shipping page.

If you would like to apply for terms, you will need to set up an Enterprise Business Account and complete a credit application. If you have an existing Enterprise Business Account, go to the bottom footer and under "My Account", click on the Credit Application link. Once you have submitted the application, our team will review and be in touch with an update on the application status. To set up an Enterprise Business Account: If you do not have an existing account, simply go to "Create Account" and select "Business Account" and provide your company information. If you are an existing Austin customer, please include your Account number on the form. Creating a Business account will send a request to our Austin Hardware® Support team to review your business account and determine if you are suited for an Enterprise Business level account. Once your Enterprise account is created an Austin Hardware® Support Team representative will reach out to you with the details on how to access the online account and start ordering. If you have an existing online "Personal Account" and would like to switch to an Enterprise Business Account, log in and go to "Support" in the top right corner. Select "Business Account Application" from the dropdown menu. Fill out the form. Our team will receive and notification and review your request to determine if you are suited for an Enterprise level account. A representative will reach out with more information on the status of your application within 2 business days. Additionally, you can call and speak to a representative and they can assist you with the steps to set up an Enterprise Business Account.

If you would like to take advantage of your company's tax exemption, you will need to set up an Enterprise Business Account. You can submit your tax exempt certificate during the account set-up process. See the step-by-step guide linked above for creating a Enterprise Business Account. Additionally, you can call and speak to a representative and they can assist you with the steps to set up an Enterprise Business Account or adding your tax exempt certificate to your account.

Please visit our Returns page with details on our returns process.

Unfortunately we do not ship internationally or fulfill deliveries to US territories, PO boxes, or re-shippers at this time.

Please visit our Terms page with our full Terms and Conditions linked in the footer.

Please email sales@austinhardware.com to opt out of communications or a request to delete your personal data. You can read our full Privacy Policy linked in the footer.