Frequently Asked Questions

Please take a moment to look through our frequently asked questions. If your query is not answered here then please feel free to contact our Customer Service department at 800.423.3531.

You can view the answers by clicking the relevant question to your query.

Account Questions

I am a homeowner, can I buy from Hafele?

While many of our products are often sold through other businesses, everyday homeowners can apply for a Häfele account with payment set up via a major credit card. Most often though, we encourage homeowners to look to our Häfele Dealer network as these are professionals with deep technical knowledge and familiarity in installing and servicing our catalog of products. Customers can also look to www.hafelehome.us for select Häfele products which can be purchased without the need to set up an account.

Do I have to have an account to order from Häfele?

Yes, industry professionals (example: manufacturing, contractor, architects, designers, dealers) can register using this registration form.

Benefits include:

  • 24/7 ordering
  • Order history information
  • Track and trace all orders
  • View pricing and stock availability
  • Create shopping list
  • Quick order entry
How do I set up an account to access Häfele online?

Please complete the registration form to request an account.

If you already have an account, but need sign in credentials, just email your request to info@hafele.us or contact our Customer Service department at 800.423.3531

Benefits include:

  • 24/7 ordering
  • Order history information
  • Track and trace all orders
  • View pricing and stock availability
  • Create shopping list
  • Quick order entry
How do I setup co-users on my Häfele online account?

As the main user for your account, you’ll be able to add additional users to have access: After signing in go to "My Account" and select "User Management" from the options.

Adding a new user is as simple as clicking "Add new user" and then filling in their details. Notable options for the co-user setup are:

  • Pricing shown: Can be configured based on needs
  • Ability to place orders: Yes or No
  • Ability to share wishlists: With other users or only see their own

Once set up, please communicate the sign in details as no email is sent upon creation. Include the account number, username and password.

For more information you can check out our Getting Started guide.

How do I manage co-users of my Häfele online store account?

After logging in as the admin of your Account - go to "My Account" menu and select the "User Management" function. Now you can add and modify co-users to your account. After providing the basic information about this new user you can also set preferences for this user.

Allowed to view pending purchase orders?
This allows the co-user to view all pending purchase orders - orders that have been placed with Häfele in the past.

Allowed to view shipping details?
This allows the co-user to view all shipping details on previously placed orders.

Allowed to order?
This option provides for the co-user to place an order. If the Admin does not allow a co-user to place orders they will still be able to build shopping carts and shopping list.

Which price will be displayed?
Häfele’s website allows you to set various price levels that a co-user can see when they access the website.

What is Sales price markup (%) added to net price?
If you want to show your net price, plus a mark-up, you can set that percentage here.

Allowed to access shopping lists of other users of the account?
This provides permission for the co-user to view other shopping list created by others on your Häfele account.

Complaints and Returns

Where and how do I communicate a product quality, pricing or shipping issue?

Regarding items which arrived to you damaged, incorrect items which you were sent or something entirely different you can contact our Customer Service department at 800.423.3531 or file a complaint online. To learn more about filing or viewing a complaint online click here.

What is Häfele's Return Policy?

If you received the wrong product, faulty or damaged item, please review Häfele's Return Policy carefully before initiating a return.

Ordering

Do I have to register to your site to be able to place orders?

Yes - you must be a Registered User of the site to be able to place orders on our website. By registering for our site you will be able to see your discounted price as well as availability of Items you wish to purchase directly from Häfele.

How do I view pricing and check stock availability for products?

Once you have a Häfele Account, you can view pricing and availability of our products, as well as place orders. Pricing and availability will be shown on the Product Detail Page - as well as in your Shopping Cart.

How can I pay for my online order?

If you are set up as an Invoice customer your online order will be charged to your account using your current credit terms. If you are setup as a Credit Card account you will need to add or select a credit card. Häfele accepts the following credit cards: MasterCard, Visa, American Express and Discover.

If you would like to apply for credit terms, please fill out the Credit Application form or contact our Customer Service team at 800.423.3531

When do I need to get my order in to have it ship today?

Hafele strives to ship same business day when orders are entered by 2 p.m. each business day.

How can I apply my PO number to an order?

A PO number can be applied to each item individually inside the shopping cart. To apply a PO to all items at once, you can skip updating PO numbers in the cart, and apply a single PO number to the order on the shipping page during checkout.

If you would like to apply item level PO numbers and also have an overall reference on the shipping page, all info will be retained and shown on your confirmation and invoice.

Can I directly enter items into my shopping cart if I know the item number?

Yes - when you select the "Direct entry" tab in the top right navigation bar you will view a sub-screen that allows you to key in Items that you would like to order. We will verify each Item availability and add it to your Shopping Cart. You may enter as many items as you wish. For more information see our Getting Started Guide for Placing Orders.

What happens after I place an order on the website?

Within moments of placing your order online, you will receive an order confirmation that recaps not only the items you’ve ordered, but also when the order will ship.

Once you’ve clicked ‘Place Order’ we won’t be able to make any changes or additions to your order. However, our Customer Service staff will be glad to work with you on managing your order.

We invite you to chat with us while browsing our website. You can find this feature in the top right corner of our website. This feature is helpful if you need assistance in selecting the correct product or make shipping arrangements that are not available via the website.

Can I pickup my order at your warehouse?

You may be able to pickup your order at one of our warehouses. If you select "Customer Pickup/Will Call" on the Shopping Cart page, you will see the warehouse that you can pickup your order from. You will also see Pickup Order selected during the checkout process. Please allow two hours processing time for your order to be ready.

What if an item is out of stock?

If an item is not available or not available in the quantities you are requesting, you will be informed when you view the Shopping Cart page. Please note that shipping time and charges will vary based on the warehouse assigned to your account. You may update the quantity selected in the Shopping Cart and we will re-check availability of the item at the new quantity. Please note that the estimated arrival date is estimated and we cannot guarantee that date.

Can I change, customize or modify the delivery date for some or all of the items in my order?

Yes, within the shopping cart, there is an option to update all order lines at once. Similarly, you also have the capability of updating a requested delivery date for individual order lines as well.

Can I apply for credit terms?

Yes, you may request credit terms for your Häfele America Co. account. Just fill out our Credit Application form and email it to info@hafele.us. We will contact you once approved. This will allow you to charge online orders to your account.

Website Questions

I can't sign in, what do I do?

If you have co-user access and your credentials aren’t being accepted, try logging in as a co-user by ticking the "Sign in as co-user" box at the top of the Sign in/Register screen. This will ask for your account number, user name and password. The Admin user for your company can help you recover your sign in details.

If you are the admin user and are having issues, use the Forgotten Password area, contact us here, or phone us at 800-423-3531.

I’ve forgotten my password, how can I recover it?

You can request your password through our Forgotten Password form.

How do I track my order?

1. Log into you Hafele account.
2. Click on the "My Account" link located in the top right corner and select "Orders".
3. Then select "Shipment History" in the left hand side navigation.
4. Change the "Period" to the selection range that you would like to search.
5. Click on the "Delivery Number" link.
6. Under the "Tracking Number" header, you will find the tracking number and a link to track your order (Note: Pick up orders will not have tracking information).

Where can I find my shopping lists?

Your shopping list are located under the "My Account" section and are only visible if you are logged in.

Where are my saved addresses?

Your saved addresses can be viewed on the shipping page during checkout, or through the "My Account" section of the site. A default shipping address can be assigned in this area.

Where can I report any issues I am having with the website?

Please email info@hafele.us or call 1-800-423-3531 if the issue is urgent.

General Questions

Who is my contact and how do I get in touch with them?

For any inquiry you can get in touch with us at info@hafele.us, we will take care of everything from there.

What is the warranty for Häfele products?

Häfele warrants for a period of one (1) year from the date of shipment the goods supplied to buyer (subject to terms).

Does Häfele offer products through a dealer network?

Häfele America Co. maintains a vast network of Dealers and Resellers in most areas of the country. In addition, Häfele products can be purchased through authorized online resellers. You may search our Dealer Locator or contact our Customer Service team at 800.423.3531 for more information.

Is there a Häfele Dealer in my area?

If you would like to find a Häfele Dealer in your area, you can access our Häfele Dealer Locator.

Can I be an Authorized eReseller for Häfele products?

To become an Authorized eReseller for Häfele, please review Hafele's Authorized eResellers Policy and then contact hafeleservice@hafele.us.

Still have questions or need help?

Contact Customer Service

800-423-3531

Email Customer Service