FAQ

Who is Explore Hardware?

We started Explore Hardware with a clear vision : provide long-lasting pieces that enhance any space. From stunning door handles to gorgeous kitchen cabinet knobs all the way to our extensive selection of accessories, we truly have something for everyone.

With over 15 years of experience providing door hardware and accessories to hospitality, luxury homes and large-scale residential projects, we thought it was time to offer our products directly to our customers! Every project, no matter the size, is special and our new e-commerce division is here to make sure you get access to the best. 

We spent over 18 months designing and then redesigning our products to make sure that they are easy to install yet look as luxurious as if you had the world's greatest designer and contactor in your home with you.

Founded in Montreal in 2020, Explore Hardware creates high quality products that elevate your home. We are proud to be a Canadian company with our office and warehouse located in Canada and with an amazing team that designs and manufactures every product that you see on our website.

Where do you ship to?

We currently ship all across North America!  

How long does it take before my order ships?

We try to keep all our products in stock at all times! If the product is in stock, then we will ship within 3-5 business days( sometimes faster!) If the product is out of stock, then we will email you within 1-2 days  to advise you of the back ordered date. 

Is it hard to install your products?

No! we specifically designed Explore Hardware products that even a first timer can install our products extremely easily! All you need is a Phillips head screw driver and you are now an expert! If you have questions about installation, feel free to reach out to our team of experts any time at info@explorehardware.com 

How do I know if your products will fit on my doors?

All our products are manufactured to standard North American specifications to fit on 99% of doors. We offer both 2 3/8” or 2 3/4” backset for standard prebored 2 1/8” holes. If you any questions or concerns our highly qualified team will be more then glad to help! 

How do I care for my products?   

We strongly recommend a quick wipe down of any of our products on a monthly basis with a slightly damp towel. This will make sure it removes finger prints, dust, salt and anything else in your environment. If the product is located outside near the ocean, we recommend bi weekly wipe downs to remove all the salt on the product. NEVER use harsh chemicals or else it will ruin the finish in the long run. 

How do I know the products that I am buying are quality products?   

That’s a very good question! For those who have never bought hardware before, everything may look the same. Did you know you can buy a door handle for $20 and you can even spend $1,000! This is no different then clothing or car purchases. We feel so strongly that you will love our quality, designs and ease of install, we have a 30-day money back guarantee! We know that once you touch our products, you will feel the weight and the quality of each item.

Is my credit card information secure?    

Yes! We use an encryption service to process your payment. Your credit card information is hidden from us and we do not store your credit card information. We use Shopify Payments secure encryption service to process all payments. 

 Can I track my package?

We will send a shipping confirmation email once your product is on its way and it will include a tracking link to track your package. 

What is your return policy? 

We think that you're going to love our products but in case you don't, we offer a 30-day money back guarantee on unused items. Please contact our support team at info@explorehardware.com within 30 days of your received order for instructions. Our customers are responsible for paying for the shipping cost to send back returning product. 

* Any orders purchased with a special discount code or sale items, will have a maximum of a 14 day return and exchange policy from the date the order is received at the customers address. Please note that discount codes cannot be applied to already discounted items. Any price adjustments to purchases already made will be considered final sale ( no exchanges and no returns)*

During the End of Summer Sale 2022 (Items were discounted starting 35% up to 50% OFF). All items purchased during this period are exchange only. This instruction has been added on all our shopping pages to make the information accessible to everybody who wishes to place an order and to be aware of it. The exchange can be made within 14 days from the delivery of the items. All items must be in its original condition and packaging.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item or missing quantities so that we can evaluate the issue and make it right. We allow our customers up to 14 days from the receipt of their order to let us know about any issues to make it right. 
 
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. 
 
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. This can take up to 5-7 days.  If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. 

 

What method of payment do you accept?

We currently accept all of the main credit cards - Visa, MasterCard, and Amex. We also accept PayPal and Sezzle! You may finance your payments interest free over 4 payments.

Do you have a wholesale program? 

Explore Hardware is always looking for great distributor partnerships with people like yourself! Please contact us at trade@explorehardware.com  and one of our specialists will be in touch with you. 

Do you provide special pricing for designers/ architects/ contractors/ developers?  

Yes! Of course, we do! Feel free to reach out to trade@explorehardware.com and one of our specialists will be more then happy to assist you!  

What is your warranty policy?

For a period of ten (10) years from the date of purchase EXPLORE HARDWARE warrants that all items sold are free of any material defect of material and manufacturing.  This warranty is limited to the original purchaser only and is non-transferable.  Upon return of the product(s) under warranty with original proof of purchase and subject to our findings after inspection, we will supply a suitable replacement if available or, if the style is no longer available, a credit equivalent to the original purchase price which may be used to purchase additional items.For more information on our warranty, please visit the Terms and Conditions page on our website  

Need help with Installation?

Here is our guide for passage, privacy , single dummy and double dummy sets

Installation Guide