Company Policy

Overview

Fasteners Direct maintains active customer accounts to ensure accurate records and efficient service.

Annual Activity Requirement

To maintain an active account status, customers must have a minimum annual spend of $5,000.

Inactive Accounts

Accounts with no purchase activity within 12 months may be designated as inactive and may be subject to closure.

Account Reactivation

Inactive accounts may be reactivated with a minimum purchase order of $500 and must be re-approved for payment terms OR pay with a Credit Card.

Assistance

If you have questions regarding your account status or would like assistance reactivating an account, please contact our team. We are happy to help ensure your account remains active and ready for future orders.

Overview

Fasteners Direct welcomes new customers and offers flexible options for placing orders and establishing an account.

Minimum First Order

To establish a new account, a minimum first purchase order of $500 is required.

Payment Options

New customers may place orders using one of the following payment methods:

• Credit Card Payment – Orders may be placed immediately using a credit card.
• Credit Terms – Customers may apply for payment terms by submitting a credit application.

Credit Application Process

Customers requesting payment terms must complete and submit a Credit Application.

• Credit applications should be sent to ar@fastenersdirect.com
• Applications are typically reviewed and processed within 5–7 business days.
• Customers will be notified once the review process is complete.

How to Request an Account

New accounts may be requested through any of the following methods:

• Submitting a request through our website: Create Account
• Contacting our team by phone
• Contacting our team by email

Assistance

Our team is happy to assist with any questions regarding account setup, payment options, or credit applications. Please contact us if you require assistance during the account setup process.

Customer Return Policy (RMA)

Fasteners Direct is committed to providing a clear, consistent, and fair return process that protects both our customers and our operations.

Before You Return

• An RMA (Return Material Authorization) number is required before any product is returned.
• Returns submitted without an approved RMA will be refused.
• Verbal approvals are not valid — all approvals must be provided in writing.

Return Process

To request a return, customers must submit the following at this link or as an e-mail:

• Original order or invoice number
• Item(s) to be returned
• Reason for return
• Date received

Return requests are reviewed based on item type, time from receipt, and product condition. If approved, customers will receive an RMA number, return instructions, and freight responsibility details. Approved product must be shipped within 15 business days of RMA issuance and will be inspected upon receipt. If accepted, credit will be issued less any applicable restocking fees.

Time Limits

• Stock items: Return request must be submitted within 30 business days of receipt.
• System orders: Return request must be submitted within 60 business days of receipt.

Requests submitted outside these timeframes may be subject to warranty review.

Non-Returnable Items

The following items are not eligible for return unless approved in writing: Made-to-print items, specialty items, and non-returnable or non-cancelable products.

Product Condition Requirements

• Items must be returned in original packaging.
• Items must be in resalable condition.
• Items must be returned within 15 business days of RMA issuance.

Restocking Fees

A standard restocking fee of 25% applies. Higher fees may apply based on item risk. Any fee reductions require written approval.

Freight Responsibility

If the return is due to Fasteners Direct error, we will cover return freight. Otherwise, the customer is responsible. Prepaid return labels must be approved in advance.

Credit Policy

All returned material is subject to inspection before credit is issued. Credits exceeding $250 may require additional review.

Overview

Customers may request to pick up orders directly from the Fasteners Direct facility. Pick-up orders are processed according to standard lead times, and customers will receive a notification once the order is ready for collection at Suite B.

Order Hold Time

Orders will be held for up to 5 business days. If not collected, we may contact you to arrange shipment or cancellation. Please contact our Customer Experience Team if you need more time.

Small Order Handling Fee

Orders under $100 are subject to a small order handling fee, whether shipped or picked up.

Order Pick-Up Process

Customers must sign for their order at the Customer Experience Desk. Orders are released only after documentation is complete.

Large Order Requirements

Orders over 250 lbs must be collected with a vehicle that can accommodate a pallet. Loading will not begin until all required documentation has been completed at the Customer Experience Desk.

Standard Shipping

Free standard shipping (ground or standard freight) may be available for qualifying orders. Other freight requests will be paid by the customer.

Order Fulfillment Standard

Orders are shipped complete as standard practice. If an order contains special items with a lead time of one week or more, those items may be separated into a new order. VMI items ship separately. Split orders may incur additional fees.

Expedited Shipping

Available upon request and approval. Expedited charges are the customer's responsibility unless the error was made by Fasteners Direct.

Partial Shipments

Customers may request a partial shipment. A separate order will be created for available items, and standard small order and shipping policies will apply.

Order Changes

Orders may be modified within 24 hours of confirmation. After 24 hours, an order change fee applies. Orders cannot be modified once they have entered the warehouse.

Overview

Fasteners Direct offers multiple shipping options. Certain products or methods may have additional charges.

Free Shipping Exceptions

Rods exceeding 6 feet in length will incur a special shipment fee. Free standard shipping may be available for qualifying orders, otherwise, charges will apply.

Preferred Carrier Requests

Customers may request a carrier from our approved network. For carriers outside our network, the customer must arrange for pick-up during our business hours.

Pick-Up Orders

Customers can request order pick-up at the time of order placement. Our team will coordinate scheduling.

Assistance

Please contact our Customer Experience Team for details on shipping, carriers, and special delivery requests.