Frequently Asked Questions
Account / Profile
How do I update my information in my Ace Hardware profile?

Go to your Profile to edit your personal details, delivery address and contact details.

How much does it cost to get an Ace Rewards Membership Card?

Php 100.00 only.

How long is the validity period of Ace Rewards Membership Card?

Membership is valid for 2 years from the date of issuance.

What are the benefits that I can get in Ace Rewards Membership Card?

You can have access to members-only preview sales and member’s exclusive promotions and discounts. Rewards points are also good as cash. A member will receive 1 Ace Rewards point for every Php 200.00 spent.

Where can I purchase Ace Rewards Membership Card?

You may purchase the ACE Rewards Membership Kit by completing the Membership Application Form and submitting it to the Customer Service Counter at any ACE Hardware store for activation.

How do I renew my Ace Rewards Membership Card?

You may renew your Ace membership card by paying a Php 100.00 fee and by completing the Membership Application Form and submit it to the Customer Service Counter at any ACE Hardware store.

Order, Shipping & Delivery
What is Click and Collect?

Click and Collect is a pick up option available only for prepaid transactions. You may pick up your order at your selected Ace Hardware store.

What do I do once I select the Click & Collect option?

You will be notified by email or SMS once your order is ready for pick up. Proceed to your selected Ace Hardware store and collect your order from the Customer Service Counter. Present your transaction details.

Can I return or exchange my purchased item?

Yes, you can return or exchange your purchased item in any ACE Hardware store as long as the item is in good condition and still in its original packaging as inspected by our staff. Original sales transaction receipt is required.

Can I return a damaged or defective item?

Yes, you may return a damaged or defective item together with the original receipt to the Customer Service Counter Department in any ACE Hardware store.

Can I get a refund for my returned order?

Yes, you can refund your returned order. Purchased Item can be returned to any ACE Hardware store branch as long as it is in good condition and still in its original packaging as inspected by our staff. Original sales transaction receipt is required.

We will be processing your refund to your credit/debit card. The amount will be credited back your account and may take 14 banking days or longer, depending on your bank's turnaround time. We recommend checking your next billing statement to confirm the refunded amount and directly contact your issuing bank for any concern.

Can I cancel my order?

Yes, you may cancel an order within 48 hrs. You need to send a cancellation request via the Contact Us feature on our website. However, once your order is packed and subject for delivery, the transaction can no longer be cancelled.

How can I track my order?

To check the status of your order, click here or Go to your Ace Profile>Orders>View Details. Our couriers will get in touch with you before and during delivery.

What are the available couriers for shipment?

Grab Express for Same Day delivery. 2Go and XDE for Regular Delivery.

Can I change my shipping address?

Yes, go to your Ace Account Profile > Edit Addresses.

What if the customer is unavailable when the parcel arrives?

The customer needs to provide an authorization letter with customer’s detail (Order # and photocopy of ID with signature) upon receiving the parcel. Note that Ace Hardware will not be liable for missing items after the parcel had been successfully received by your representative.

What is the delivery time frame and fees?

Delivery Fee will be based on the dimensions and weight of the item.

Regular Delivery

  • 3 to 5 days Metro Manila
  • 5 to 7 days Luzon
  • 7 to 9 days Visayas
  • 9 to 11 days Mindanao
Payment
What are the available payment methods?

The customer can pay thru Credit / Debit Card, Gcash and GrabPay.

What to do if charged with incorrect amount?

If you think you were mistakenly charged with an incorrect amount, please contact our Customer Service Support at Contact Us immediately so we can properly assist you.