Contact information

Thank you for choosing HORME STORE. We are committed to providing you with prompt and professional support. Below you will find our contact details and procedures for handling inquiries and complaints.

How to Contact Us

  • Email: info@hormehardware.shop – We aim to respond to all emails within 24–48 hours during business days.
  • Physical Address: 229 Scott Ave, Syracuse, New York, 13224, US

Customer Service Hours
Our support team is available Monday through Friday, 9:00 AM – 5:00 PM (local time). We are closed on weekends and public holidays. Emails received outside of these hours will be addressed on the next business day.

Common Inquiry Handling Process

  1. Submit your request via email to info@hormehardware.shop. Please include your order number (if applicable) and a clear description of your question or issue.
  2. Initial review – Our team will categorize your inquiry (e.g., order status, product information, shipping, returns) within 1 business day.
  3. Resolution or escalation – Most inquiries are resolved within 1–2 business days. If your issue requires further investigation, you will receive an update with an estimated timeline.

Complaint Handling Procedure

  1. Submit a complaint by emailing info@hormehardware.shop with “Complaint” in the subject line. Provide your order number, details of the issue, and any supporting documentation (e.g., photos, correspondence).
  2. Acknowledgment – You will receive an acknowledgment within 24 hours (on business days).
  3. Investigation – Our team will review the matter thoroughly and aim to provide a final resolution within 5 business days. Complex cases may require additional time, and we will keep you informed of progress.
  4. Outcome – You will be notified of the decision and any corrective actions (e.g., replacement, refund, exchange) in accordance with our return policy (30 days from delivery).

Response Time Commitment
We strive to respond to all emails within 24–48 hours on business days. For urgent matters, please indicate “Urgent” in the subject line, and we will prioritize your request.