Vendor Service Standards

Vendor Fill Rate

Ace Hardware’s high standards of service begin with vendor fill rates. All Ace authorized vendors must guarantee that all orders will be filled at 100% on a timely basis. The term "timely basis" means all Retail Support Center orders must be shipped within three working days from receipt of order. Ace will produce monthly report cards informing you of your fill rate percent.

Back Order Policy

If a back order situation does arise, the back order must be shipped as quickly as possible. Ace Hardware will accept back orders. Do not cancel back orders unless discussed or directed by the buying office.

Delivery

1. All Ace shipments to our Retail Support Centers must be shipped complete within 72 hours from receipt of the purchase order (unless special instructions are given by the buying office).
2. All Ace shipments to our Retail Support Centers must be shipped by the list of preferred carriers enclosed for each location.
3. All vendor shipments to our Retail Support Centers are required to schedule a delivery appointment.
4. Handling full truckload shipments is also detailed in the next few pages.
5. Any transportation cost or expenses incurred by Ace because of vendor’s noncompliance with the terms of an order, and any additional transportation or administrative charges due to split shipments, errors in classification of merchandise, or for any other reason shall be charged back to the vendor.

Vendor Restitution

Any long-term problems related to fill rates, back orders or delivery procedures which cause Ace Hardware, or its dealers, lost sales will result in some sort of restitution from the vendor. The type of restitution will be determined between the buyer and the vendor.