Hardware Retailing July 2025 by NHPA

Take Back Returns

Learning Meets Leisure at the 2025 IHI Conference Page 32 Taking the Guesswork Out of Impulse Products Page 44 Policies to Keep Customers Happy & Protect the Bottom Line Page 24

HARDWARE DEPARTMENTS

HEADQUARTERS

1025 East 54th St. Indianapolis, Indiana 317-275-9400 NHPA@YourNHPA.org YourNHPA.org

OUR MISSION

The North American Hardware and Paint Association (NHPA) helps independent home improvement, paint and decorating retailers, regardless of affiliations, become better and more profitable retailers.

NHPA BOARD OF DIRECTORS

CHAIRMAN OF THE BOARD

Ned Green, Weider’s Paint & Hardware, Rochester, New York

EXECUTIVE VICE CHAIRMAN

Joanne Lawrie, Annapolis Home Hardware Building Centre, Annapolis Royal, Nova Scotia

DIRECTORS

Alesia Anderson, Handy Ace Hardware, Tucker, Georgia

Jay Donnelly, Flanagan Paint & Supply, Ellisville, Missouri

Ash Ebbo, Clement’s Paint, Austin, Texas

Christian Herrick, Randy’s Do it Best Hardware, Jackson, Virginia

Michelle Meny, Meny’s True Value, Jasper, Indiana

Michael Sacks, FLC Holdings, LaGrange, Texas

SECRETARY-TREASURER

Bob Cutter, NHPA President and CEO

STATE & REGIONAL ASSOCIATIONS

MIDWEST HARDWARE ASSOCIATION

Jody Kohl, 201 Frontenac Ave., P.O. Box 8033 Stevens Point, WI 54481-8033

800-888-1817; Fax: 715-341-4080

NHPA CANADA

SUPPLY-BUILD CANADA

Rebekah Doerksen, Executive Assistant Direct: 204-953-1692 | Cell: 204-990-3536 Toll-Free: 1.800.661.0253 ext. 103 102-226 Osborne St. N. Winnipeg, MB R3C 1V4

CIRCULATION, SUBSCRIPTION & LIST RENTAL INQUIRIES

CIRCULATION DIRECTOR

Richard Jarrett, 314-432-7511, gcscs8@gmail.com

COMING IN AUGUST

EXECUTIVE STAFF

PRESIDENT & CEO

Bob Cutter

CHIEF OPERATING OFFICER

Dan Tratensek

CHIEF FINANCIAL OFFICER & EXECUTIVE VICE PRESIDENT, BUSINESS SERVICES

David Gowan

VICE PRESIDENT OF CONTENT DEVELOPMENT & PUBLISHER

Scott Wright, swright@YourNHPA.org

CONTENT AND PRODUCTION

317-275-9400, editorial@YourNHPA.org

MANAGING EDITOR

Strategic Sales

Earlier this year, the North American Hardware and Paint Association (NHPA) released its Merchandising for Profit Study, which shared the sales lift generated by different merchandising techniques.

Next month, Hardware Retailing takes a closer look at some of these merchandising techniques—specifically endcaps and promotional areas—and the ways retailers can strengthen these areas in their operations to improve customer service and boost sales.

Hardware Retailing (ISSN0889-2989) is published monthly by the North American Hardware and Paint Association, 1025 East 54th St., Indianapolis, IN 46220. Subscription rates: Hardware Retailing (Payable in advance): U.S. & possessions $50/year. Canada $75/year. All other countries $110/year. Single copy $7. The Annual Report issue can be purchased for $30.

Periodical postage paid at Indianapolis, Indiana, and additional mailing offices.

POSTMASTER: Send address changes to Hardware Retailing P.O. Box 16709, St. Louis, MO 63105-1209.

REPRINTS: For price quotations, contact the Editorial Department at editorial@YourNHPA.org. Printed in the U.S.

Lindsey Thompson, lthompson@YourNHPA.org

MANAGER OF MARKETING & PARTNER RELATIONS

Austin Vance, avance@YourNHPA.org

NEWS & DIGITAL EDITOR

Jacob Musselman, jmusselman@YourNHPA.org

CONTENT DEVELOPMENT COORDINATOR

Annie Palmer, apalmer@YourNHPA.org

LEAD GRAPHIC DESIGNER

Autumn Ricketts

MARKETING & DESIGN SPECIALIST

Olivia Shroyer

PRODUCTION & DESIGN ASSISTANT

Samantha Mitchell

SALES & PRODUCTION ASSISTANT

Freda Creech

SALES

NATIONAL SALES MANAGER

Greg Cole gcole@YourNHPA.org | 317-775-2206

REGIONAL SALES DIRECTOR

Jordan Rice jrice@YourNHPA.org | 217-808-1641

ASSOCIATION PROGRAMS 800-772-4424, NHPA@YourNHPA.org

TRAINING MANAGER & EDITOR

Jesse Carleton, jcarleton@YourNHPA.org

MEMBERSHIP MANAGER

Renee Changnon, rchangnon@YourNHPA.org

OPERATIONS COORDINATOR—ADVANCED EDUCATION & TRAINING

Amy Hayes, ahayes@YourNHPA.org

Get a Grip on Returns

Offering a seamless return policy while still keeping down costs and avoiding fraud can be a challenging balancing act for retailers. Hear from several retailers who shared their return policies and the ways they have found to mitigate fraud and keep customers satisfied.

The Whys Behind DIY

Home project activity dipped for the third quarter in a row, but demand for DIY help in multiple categories remains steady. Discover what’s motivating homeowners’ projects and how your store selection can meet their needs.

Starting Over

Chris McDaniel, this month’s Helmet to Home Improvement honoree, joined the U.S. Air Force after 9/11 with a desire to help others, and after a two-decade military career, he switched gears to serve customers in the independent channel.

INDUSTRY EVENTS

The Event You Can’t Miss

Bringing together the independent channel, the 2025 Independent Home Improvement Conference promises to deliver ROI for your operation with dynamic speakers, informational breakout sessions and face time with innovative service providers.

CATEGORY SPOTLIGHT Catch Their Eye

See how one retailer successfully develops a dynamic, flexible and well-placed impulse category that enhances the customer experience, sustains steady sales and keeps customers coming back.

Empowering you with the tools, service and partnership you need to succeed on your terms.

400+

With the industry’s largest sales team of over 400 dedicated representatives, Orgill provides consistent, on-site support and expert guidance to help you succeed.

13,500+

Orgill serves more than 13,500 locations in every state in the U S , throughout Canada and more than 50 additional countries

300+

Join the growing number of retailers—more than 300 conversions this year alone who have made the switch to Orgill for unmatched programs, service, and support.

7,500+

Drive sales and stay competitive against big-box retailers with access to more than 7,500 private-label products.

5,000+

Because Orgill serves such a diverse customer base, we offer more than 5,000 planogram assortments more than all of our competitors combined.

467,000+

Last year, Orgill’s private fleet, consisting of more than 420 trucks and 1,100 trailers, completed over 467,000 customer deliveries.

80,000+

Orgill stocks more than 80,000+ items in warehouse and continually works to find new and popular products and brands, helping retailers stay current and competitive.

TAKING CARE OF BUSINESS

CONNECTIONS

Send Dan a Message dant@YourNHPA.org

Dan Tratensek

“One of the best ways to achieve this progress is to look at what other, already successful operators are doing and emulate them.”

FROM THE ASSOCIATION

Learn From the Best

DO YOU EVER LOOK AROUND , whether it be at people in the news, celebrities, friends or fellow business owners and wonder: how did they become so successful?

I think we all do it, and I’m not talking about the snotty, “how did that no-talent hack end up starring in a blockbuster movie” kind of way. I mean when you are looking at someone and honestly admiring all they have been able to accomplish and perhaps wondering, “What do they do that I don’t?”

Throughout my time in this industry, I have been fortunate to work with some of these high achievers—the business owners and managers who truly set themselves and their operations apart from the field.

Over this time, I have come to notice some traits that most of these high-intensity operators share.

First: most of these folks aren’t scared of working really hard. I talk about this a lot when I am giving a presentation. Poring over sales reports, crunching numbers and drafting and re-drafting growth plans aren’t easy things to work into your schedule. They are hard, but this group of successful, progressive business owners make the time to do it.

Second: they are never content with the status quo. They are constantly looking to take their operations to the next level and spend more time on this planning than they do on making excuses about why they can’t grow.

Lastly, and perhaps the most important trait of the three: they are ravenous when it comes to learning.

Whenever I meet with one of these retailers, they can tell you about the latest books they read, courses they took, shows they went to and seminars they attended. Amid the day-to-day pressures of running their businesses, planning for growth and balancing a family life, they all take time to learn and grow.

It’s probably why every time I go to a show, NHPA launches a new program or holds a conference, we see the same group of progressive retailers among the first in line.

They all deeply understand how important it is to uncover new ideas, gain insight from others and dedicate themselves to becoming better at their vocation, regardless of the level of success they have attained.

Later this month, I will likely see many of these retailers at the Independent Home Improvement Conference in Orlando (IHIconference.org). In fact, many of these individuals or representatives from their companies are already signed up to attend.

So this begs the question: If the most progressive, most successful business managers in the industry can find the time, invest the resources and break free from their office to attend an event like this, shouldn’t retailers who are aspiring to improve their operations do the same?

I know a standard response to this admonition might be, “I don’t have the time,” or “I don’t know if it’s a good investment,” but again, taking your business from average to high-performing isn’t easy. One of the best ways to achieve this progress is to look at what other, already successful operators are doing and emulate them.

Dan M. Tratensek Chief Operating Officer

CONNECTIONS

Send Lindsey a Message lthompson@YourNHPA.org

Lindsey Thompson EDITORIALLY SPEAKING

“Customer expectations when it comes to returns seem to continually change, and retailers struggle to keep customers happy while still protecting their bottom lines.”

FROM THE EDITOR

Facing My Fear of Returns

MY DAUGHTER LIESL started driving a few months ago, which has been game-changing in many ways, but one of the ways I appreciate the most is being able to send her to run errands for me.

A few weeks ago, I had a pair of pants that needed to go back to Old Navy, and I asked Liesl if she would take them back for me. The look of horror that came across her face was funny but convicting. I realized that she had the same fear I did. I didn’t have time to take the pants back, but if I was being honest, I didn’t want to have to deal with the return and was going to push it off on her.

Take an Amazon return back to a UPS store or Kohl’s? No problem. I show them my phone, they scan the QR code and take my item and I leave. But having to return to an associate in a store? No thanks. For some reason, I always feel bad returning something even though I’ve only ever returned items legitimately and almost always with a receipt. I don’t want to inconvenience the associate, even though I logically know it’s their job, and I feel irresponsible for having to return something. I asked Liesl why she didn’t want to return my pants either, and she shared the same reasoning. We would both rather eat the cost rather than (perceivably) inconvenience someone or feel uncomfortable.

Coincidentally, when this whole exchange happened, I was in the middle of working on this month’s feature story on customer return policies (Page 24). I learned that returns can be just as stressful for businesses, albeit for much more logical reasons. Customer expectations when it comes to returns seem to continually change, and retailers struggle to keep customers happy while still protecting their bottom lines.

Fortunately, several retailers were willing to share their best practices and insights on customer returns for my story, which I think will be helpful whether you are looking to improve your own customer return policies or are needing to build policies from scratch. They offer practical tips for taking the stress out of returns for customers and associates and share why it’s important to have policies in place to mitigate profit-eating costs.

While I didn’t take those pants back myself—Liesl was kind enough to handle that task for me—after learning more about the lengths retailers are going to make returns easier on both sides, I feel much more confident that I can handle that errand myself next time.

Here’s to many happy returns!

Lindsey Thompson Managing Editor

The

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INDUSTRY VIEWPOINT

Celebrate the Future of the Industry

Attend the 2025 Independent Home Improvement Conference to honor this year’s Young Retailer of the Year honorees. Learn more at IHIconference.org.

Meet Jared

Jared Brown is a director with The Aubuchon Co. He has a degree in kinesiology and biomechanics from Miami University and came to Aubuchon in 2015 from the banking world. Jared grew up in Ohio and moved to Massachusetts in 2012, where he currently lives with his wife and daughter. At Aubuchon, he is involved in inventory planning and forecasting, margin management, retail pricing, process improvement and operations. Jared has been integral in streamlining and modernizing Aubuchon’s inventory management strategies after the company closed its distribution operations and transitioned to a supplier-based model.

CONNECT

Email jared.brown@aubuchon.com

LinkedIn Jared Brown

INDUSTRY AWARDS

The Real Work Starts Now

To the newest Young Retailer of the Year nominees and honorees alike: First of all—congratulations! Whether your name is on the plaque or on the finalist list, this recognition means someone saw a glimpse of who you are, and maybe more importantly, who you might become. That matters.

But here’s the part that doesn’t always get said: this isn’t a finish line, it’s a green light. Your accomplishments and engagement got you nominated, but that’s just the foundation. What you build on top of it is what really counts.

It’s easy to feel like awards come with the expectation that you’ve “figured it all out.” You haven’t—and you’re not supposed to. What matters now is what you build next. The drive, the vision, the hard-earned results—those haven’t crowned you. They’ve simply earned you the chance to go further.

The truth is, the best leadership rarely comes from a title. It comes from people who take ownership where others hesitate, who ask better questions, who quietly make things better without waiting for credit. You don’t need permission to lead, and this moment is your reminder to stop waiting.

Independent retail needs builders. People who care enough to fix what’s broken, challenge what’s stale and create what doesn’t yet exist. So use this recognition as momentum, not validation. Be curious. Be brave. Be useful.

And don’t let this moment be the peak of your story. Let it be the moment people look back on and say, “That’s when it really started.”

From one Young Retailer of the Year honoree to another—congratulations. And if I can ever help, just say the word. There’s a bench full of folks who believe in this industry and believe in you, and we’ve saved you a seat.

Jared Brown Director | The Aubuchon Co.

Jared Brown (far left) with his fellow 2024 Young Retailer of the Year Award honorees at the 2024 Independent Home Improvement Conference.

INDUSTRY

VIEWPOINT

OPERATIONS

The Right Policy

Read the cover story on Page 24 to learn more about how retailers are developing effective return policies.

Meet Dan

Dan Kurash is a store manager for JC Licht, the Midwest’s largest retailer of Benjamin Moore paint and a leader in high-quality wallpaper and window treatments. He has a degree in print journalism from the University of Illinois at Urbana-Champaign, and has worked in the newspaper and public relations industries. He lives in Illinois with his wife and children.

CONNECT

Dan Kurash

The Song and Dance of Customer Returns

When it comes to a contractor and DIY-centered home improvement location, it can be important to keep in mind this word regarding counter sales: reciprocation. Reciprocation within any interaction lends itself to both parties giving and taking. Sometimes, one side gets more and sometimes they get less. It is reasonable to suggest the relationship is ongoing within the parameters of sales transactions for this space, especially among long-time loyal customers. Depending on what rules a particular business has in place for returns and other sales transactions, the benefit of being partners often pays off with solid ROI.

For example, if the policy is a 60-day return period, and the long-time customer is back in 61 days needing to return a small stack of treated lumber and deck screws that were leftover from the deck job, is denying that return one day late worth an interaction that can possibly tarnish a relationship? It’s hard to say; it is a decision that each business should make according to their rules. Will accepting the return yield more long-term sales? Likely, but you never know.

According to a recent Forbes article, reciprocity is strongly rooted in human nature. It provides a sense of base and ability to interact well with others. The article points out how reciprocation is crucial because it increases trust, fosters a sense of collaboration and drives engagement among those involved with the transaction or business at-hand. In a sense, it empowers others to take ownership and also be a part of the sales mix.

This does not provide an invitation to get taken advantage of at the sales counter, so it is important to pay attention and notice trends relating to purchase history. If that particular customer is now returning items regularly, something may have changed. Perhaps the scope of their work shifted, or they are trying a different product. Either way, it does provide you with the opportunity to become a stronger partner with their business by being firm with returns but also understanding.

As a Business.com article points out, repeat customers ultimately spend more. This paves the way for long-term stability and takes the pressure off the constant need to find new customers—not that doing so is bad in any way—while also becoming natural advocates for your location and brand overall. At the end of the day, the harmony within a reciprocal business relationship can really pay off financially and professionally.

Dan Kurash Store Manager | JC Licht

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INDEPENDENT INSIGHTS

OPERATIONS

Making Improvements

Get a detailed look at renters’ behaviors, motivations and future intentions when it comes to DIY projects at hardwareretailing.com/DIY-channels

DIY Intentions

Latest Motivations in Home Improvement Initiatives

THE HOME IMPROVEMENT RESEARCH

INSTITUTE released its Quarterly Homeowner Project Activity Tracker Q1 2025, sharing the attitudes and motivations that drive home improvement initiatives. The first quarter saw a continued slowdown in home project activity, marking three quarters of straight declines, but the types of projects tackled held steady.

The report also looked at the types of information DIY customers are searching for before starting a project. To attract homeowners performing home improvement projects, consider tailoring your marketing messages to address those questions. For example, 30% of customers researched pricing information, so transparency is key to assuaging customer concerns.

Types of Information Customers Researched for Home Improvement Projects

Smarter Inventory Solutions

Onebeat is revolutionizing real-time decisions for smarter stock management. Discover how they help independent hardware retailers move faster and stock smarter at onebeat.co

Meet Onebeat

Onebeat helps hardware retailers optimize store inventory and maximize margins with AI-powered, real-time inventory execution. The platform transforms replenishment, transfers and liquidation from static processes into dynamic daily decisions, driving higher availability, lower inventory costs and better sell-through. With no complex integrations required, Onebeat delivers measurable results in 90 days or less. Trusted by 220+ brands globally, they turn inventory from a liability into a growth engine.

CONNECT

David Kozlovsky

david.kozlovsky@onebeat.co

Don’t Let Inventory Weigh You Down

How

Real-Time Execution Is Helping Hardware Retailers Move Faster, Stock Smarter and Protect Margins

Independent hardware retailers are facing a familiar but growing challenge: how to match constantly shifting demand with the right inventory without overloading shelves or losing sales to stockouts.

From weather-driven spikes to contractor requests and weekend DIY projects, demand patterns can swing daily. But traditional systems treat inventory like a static plan—set once, tweaked occasionally. That mismatch leads to overstocks, markdowns and the kind of operational drag that cuts into margins.

At Onebeat, we’re seeing a shift. Hardware retailers are beginning to treat inventory as a living, moving asset—one that needs daily care and responsiveness. With AI, they’re no longer forecasting what might happen. They’re executing in real time based on what’s actually selling, where it’s selling and how quickly it’s turning.

Onebeat’s real-time inventory execution system helps independent retailers dynamically manage replenishment, store transfers and liquidation decisions. No more waiting for end-of-week reports. No more reactive markdowns.

The Result?

• Bestsellers stay in stock

• Slow movers get cleared efficiently

• Less capital sits idle on the shelf

We’ve seen retailers increase sell-through to 90%, reduce inventory by 30% and boost full-price sales by 20%—all without a heavy lift from their IT teams.

In a category where agility is becoming a competitive edge, the ability to act daily—not quarterly—on inventory decisions is a game changer. It keeps operations lean, stores better stocked and profits protected.

David Kozlovsky Senior Sales Director | Onebeat

PARTNER COLUMN

NEW PRODUCTS

Retailer Recommendations

Send a note to editorial@YourNHPA.org about products you can’t keep on the shelf. Include your name, your business name and why you love it.

Insulated Tote

The 30 Can Insulated Tote from Titan By Arctic Zone is a soft-sided cooler with a leak-proof, easy-to-clean interior lining. This tote, available in five colors, features SuperFoam insulation and a Therma-Flect radiant barrier to keep contents cold. This tote also includes an adjustable shoulder strap, a durable exterior material and a zippered front pocket.

ARCTIC ZONE PRODUCTS | arcticzone.com

Painter’s Tape

ScotchBlue™ PROSharp™ Painter’s Tape provides our sharpest paint lines yet thanks to our new Edge-Lock™+ technology. Designed to handle both indoor and outdoor projects, it provides two-times better hold than our original Edge-Lock™ technology, sealing out paint to leave consistently sharp lines across multiple paint types and finishes. 3M | scotchblue.com

Impact Driver

The PROFACTOR 18V Connected-Ready ¾-inch Impact Wrench from Bosch delivers up to 1,180 pounds of torque with a brushless motor and drive train system with three speed settings and auto shut off. A limited five-year warranty is included.

ROBERT BOSCH TOOL CORP. | boschtools.com

Decorative Shower Drain

The Oatey Designline Decorative Shower Drain features a 4-inch square grate in a matte black finish with gold tile edging. This drain features a sloped body to ensure water flow and has an included debris basket to capture hair and prevent clogs. The drain includes a lifting key for easy removal and a 2-inch threaded outlet adapter that microadjusts without rotation to align with the finished floor height.

OATEY | oatey.com

Photo courtesy of CA Innovations

Metal Mailbox

The Mail Boss from Epoch Designs is a USPS-approved, locking mailbox with patented anti-theft features. Built with heavy-gauge steel, this mailbox includes anti-pry latches, commercial-grade locks and a baffle door design for mail and package delivery. This mailbox is backed by a lifetime warranty and comes in curbside, wall-mounted and package styles to fit different homes and package types.

EPOCH DESIGN | mailboss.com

Seasoning Mix

Blazing Star All-In-One Seasoning by Blazing Star BBQ is a versatile blend designed for use on meats, vegetables and more. It combines a mix of savory, sweet and smoky flavors with a balanced level of heat. This seasoning has no sugar or MSG and is keto friendly and gluten free.

BLAZING STAR BBQ | blazingstarbbq.com

Shower Drink Holder

The Shower Drink Holder from Tooletries, a silicone drink holder, can be affixed to glass, mirrors or shiny tiles, marble or fiberglass.

TOOLETRIES | tooletries.com

Home Security System

The Arlo Home Security System is a versatile, customizable and comprehensive smart home security system with minimal setup and no contract required. It provides total protection with professional monitoring. Included is the All-in-One Sensor with eight detection functions and a keypad hub for arming and disarming.

ARLO | arlo.com

Dog Food Topper

Bone Broth Mighty Toppers from The Bear and the Rat are a convenient way to hydrate and add real food to a dog’s bowl. The meal topper must be stored frozen and once thawed, can be added to dog food. Each 1.6-ounce pouch includes chicken bone broth, cinnamon, ginger and turmeric.

THE BEAR AND THE RAT | thebearandtherat.com

Tool Bag

The PACKOUT™ 15-Inch Structured Tote from Milwaukee Tool is a part of the PACKOUT modular storage system and is a tear-resistant, reinforced tool storage tote boasting a 50-pound carry capacity. The tote features all metal hardware including YKK zippers, 39 pockets and a padded shoulder strap.

MILWAUKEE TOOL | milwaukeetool.com

Lubricant Pen

The WD-40 Precision Pen is a compact version of the original WD-40 formula, used to help squeaky hinges, rusty bolts or stuck mechanisms. The compact and pocket-sized design allows users to take WD-40 anywhere.

WD-40 | wd40.com

Family Conversation Game

TableTopics Family Gathering from Ultra Pro International is a set of 135 conversation starter cards designed to encourage discussions among family members. The questions aim to bridge generational gaps and prompt sharing of memories and stories.

TABLETOPICS | tabletopics.com

BATH ACCESSORIES

Curved Shower Rods

Robe Hooks

Towel Rings

Paper Holders

Towel Bars

Grab Bars

BUILDERS HARDWARE

Door Viewers

Surface Bolts

Finger Pulls

Sliding Door Locks

Door Stops

Handrail Brackets

Ball Catches

Pole Sockets

OPERATIONS

Turning to Tech

Technology can be an effective tool to streamline the returns process. Learn more at hardwareretailing.com/returns-technology

BRE AK THE CYCLE OF Bad Returns

BY LINDSEY THOMPSON

AKEEP CUSTOMERS HAPPY WITH AN UPGRADE TO YOUR CUSTOMER RETURNS POLICY

ccording to the National Retail Federation (NRF) and Happy Returns 2024 Customer Returns in the Retail Industry Report, retailers estimated that 16.9% of their annual sales in 2024 were returned, making customer returns a headache for many retailers, regardless of their size. And customers are not making it any easier on retailers; the NRF report found that 67% of consumers said a negative returns experience would discourage them from shopping with a retailer again and 84% of consumers report being more likely to shop with a retailer that offers no box/no label returns and immediate refunds.

In its 2024 How Important Are Returns to Customers report, Appriss Retail, a software company specializing in omnichannel retail fraud and abuse protection, uncovered similar sentiments from customers. The report found 55% of consumers have decided not to buy from retailers due to restrictive returns policies, 31% stopped shopping at certain retailers due to negative returns experiences and 70% of consumers made additional purchases due to positive returns interactions.

These numbers don’t only apply to larger businesses; customers of small and medium-size businesses also have the same high standards when it comes to returns.

Pedro Ramos, Appriss Retail chief revenue officer, says independent retailers who don’t take a proactive approach to creating effective returns policies that fight fraud and satisfy customers expectations are just as vulnerable as larger, big-box retailers or department stores.

“Shoppers have become familiar with open and flexible returns policies ever since the e-commerce boom and expect an efficient, frictionless returns process both online and in-store,” Ramos says. “When that doesn’t happen, the shopper’s loyalty to the retailer is negatively impacted.”

Offering a seamless returns policy while still keeping costs down and avoiding fraud can be a challenging balancing act for retailers. To guide retailers as they develop their policies, several retailers share their returns policies and the ways they have found to mitigate fraud and keep customers satisfied.

Components of an Effective Returns Policy

When developing returns policies, many retailers are turning to blanket policies and restrictions or specific rules engines that apply to everyone across the board, Ramos says.

“An effective returns policy is not one-size-fits-all, it is one that considers a customer’s entire shopping history and behavior with the retailer,” Ramos says. “A blanket policy only harms customer loyalty in the long run as honest customers are treated the same as fraudsters.”

As retailers finesse their policies, Ramos says technology and artificial intelligence (AI) are useful tools to consider a customer’s total value to the retailer and create individualized decisions that stop fraudsters while maintaining seamless returns for honest shoppers.

“Retailers can leverage technologies that organize their data effectively. By unifying transaction data, shopper information and inventory management across all channels, AI-driven returns authorization technology can accurately identify fraudsters and introduce friction into fraudulent transactions, all while safeguarding honest customers,” Ramos says. “With fraudulent returns and claims on the rise, retailers must harness their customer data to minimize these losses effectively.”

For Amy Earls, vice president of operations at Page Hardware & Appliance Co. in Guilford, Connecticut, developing a customer returns policy for the operation was necessary to set customer expectations, protect the business and help employees understand what answers to give to customers. As they were developing the customer returns policy, Earls says they read through the returns policies for other area businesses and competitors.

“We want to remain competitive in the convenience factor that returns can offer,” Earls says. “We did our best to write a policy that is fair and protects our company, but is also a policy that our employees feel comfortable enforcing.”

Along with carrying a wide variety of categories, including hardware, lawn and garden, paint and housewares, Page Hardware & Appliance also sells major appliance products, which required a separate returns policy. Earls says the appliance returns policy is based on competitor policies and has become stricter over the years after the business was left with several custom ventilation pieces they could not resell and had designers try to return pieces that didn’t fit due to their own measurement errors.

Why It Works

At Page Hardware & Appliance Co., the returns policies manage customer expectations, protect the business and aid employees in understanding what answers to give customers.

OPERATIONS

Trained to Stop Fraud

NHPA’s Basic Employee Training loss prevention courses provide best practices on mitigating issues like returns fraud. Learn more at YourNHPA.com/education/academy

Key components of the hardware returns policy at Page Hardware & Appliance include:

• Any returns made within 60 days of date of purchase with original receipt are eligible for a full refund

• Returns without a receipt receive store credit in the amount of the item’s lowest sale price

• Refunds for purchases made with a credit card or debit card will only be credited to the card used to make the purchase, unless approved by a manager

• Items returned must be in new, unused condition, including all original packaging, manuals and accessories

• Cashiers may request a customer’s full name, address and phone number on all returns

• Returns are not accepted on customized products such as tinted paint, cut glass, rope, chain, tubing, wire, pipe and re-keyed locks

• For appliances, returns are only considered for products in the original, sealed packaging and there is a restocking fee of 40%

• Air conditioners and dehumidifiers are not returnable once the box is opened and special order and custom appliance orders are nonrefundable once the order is placed and finalized

Customer service goes hand-in-hand with Page Hardware & Appliance’s returns policies. The appliance department returns policy encourages customers to take advantage of the sales teams’ expertise to help them choose the right product for their project, hopefully eliminating situations where customers purchase a product that does not meet their needs.

“We will provide appliance specifications to customers’ contractors and designers or arrange for a measurement to ensure that the appliances that customers order fit their space,” Earls says. “Our goal is to provide the best service up front and through the entire sale.”

The returns policy at Woodstock Hardware in Woodstock, New York, is unwritten and unposted and is instead guided by customer expectations, industry norms and personal decisions, says owner Vince Christofora.

“Thankfully we live in an area and have customer demographics that result in minor returns and few attempts at fraud,” Christofora says. “As a medium-size, Main Street hardware store in a small town, selling relatively few large ticket items, our returns policy is quite simple.”

Woodstock Hardware’s policy starts with treating customers wanting to make returns with the same amount of enthusiasm as a customer who is making a large purchase.

Clear Expectations

The customer returns policies for

Appliance

posted throughout the store, on the operation’s website and on the store’s receipts and invoices for easy reference.

Page Hardware &

Co. are

Purging Product

Keep Returned Products From Piling Up in Your Store

Whether the product comes back to the store legitimately or not, retailers still have to figure out ways to purge returned products that cannot be sent back to the vendor or manufacturer.

Amy Earls, vice president of Page Hardware & Appliance Co., says she struggled with how to purge returns that are damaged or unsellable as new. Her first solution was to store these items over the course of the year and sell them at the annual sidewalk sale.

“We got tired of the junk pile of products, and then employees started asking if they could bring the products home. Unfortunately, the same handful of employees would always grab the best items, causing jealousy among the staff,” Earls says. “We decided that the fairest way to handle these returns is to throw away or recycle anything that cannot be resold on the shelf or donated.”

Dene Stevens, manager at Rangeley Lakes Builders Supply in Rangeley, Maine, created a nonstock return sale initiative. When a customer returns a product that cannot be sent back to the vendor, a SKU is created for that product and at the beginning of the year, all of those products are merchandised at the front of the store where the Christmas products were displayed. In January 2024, the store sold about $24,000 worth of nonstock returns items and this year, the number was lower but the store had fewer items to sell.

“We have about 40 feet to utilize when we move the Christmas items out,” Stevens says. “We look at every sale as a win; otherwise, it’s just going to be sitting in the back corner collecting dust. Whatever is left, we’ll donate. It’s a great program and has kept all of those returns right in line.”

“A smile and a positive attitude go a long way at diffusing any tensions and unreasonable expectations a customer may have with their return,” Christofora says. “At the same time, we are internally defensive while processing the legitimacy of the return. Fraud is always on our mind, and there are always cases where we have to rely on our gut feeling.”

At Woodstock Hardware, customers can return any like-new merchandise with a receipt and receive a refund in the same type of payment used at purchase.

“We return cash to long-time customers and store credit to any unfamiliar faces,” Christofora says. “Any credits for items purchased with a check must be approved by a manager.”

Without a receipt, employees confirm the store stocks the item through the point-of-sale system and then follow the same steps as a return with a receipt. Employees rely on the point-of-sale system purchase history to select a fair return price or find the sale through the store’s rewards system, which records purchases for each customer who is a part of the rewards program.

The store also processes returns for damaged or broken items that are obviously manufacturer defects quickly without question, Christofora says.

When it comes to gray areas, where the item being returned is not in new condition, has been used or broken through abuse, employees handle those returns “by committee” and if need be, by involving Christofora in the decision.

“For me, the most important thing is not alienating or losing a customer over a return, but we do not want to be taken advantage of,” Christofora says.

Woodstock Hardware owner Vince Christofora has found informal returns policies based in customer service to be effective for his operation.

Gen Z Speaks Up on Returns

As part of the North American Hardware and Paint Association’s Foundations of Merchandising Management Live! program that took place at the 2025 National Hardware Show, three students from the Kohl’s Center for Retailing at the University of Wisconsin-Madison provided insights on what Gen Z wants in a retail experience, including expectations for customer service, store experience and customer returns. One of those students, Caroline Koleszar—a 2025 University of Wisconsin-Madison graduate with majors in psychology and consumer behavior—says a clear returns policy is a must, whether it’s a returns page on the company’s website or the returns information clearly listed at checkout.

“As a whole, being kind, courteous and nonjudgmental is most helpful when processing a return.”

—Caroline Koleszar, University of Wisconsin Kohl’s Center for Retailing Graduate

“Additionally, if a receipt is required, I usually prefer if the receipt is accessible via email, as it is a pain to try and keep track of a little paper receipt,” Koleszar says.

Employees who are well-educated on the store’s policies and enforce them in a nonjudgmental way is also crucial.

“Not making the return seem like a hassle is always reassuring from a customer standpoint. I never want to make it seem like I’m giving the associate a project in which they have to call over their manager to approve the return or jump through a bunch of hoops to process the return,” Koleszar says. “As a whole, being kind, courteous and nonjudgmental is most helpful when processing a return.”

Big-Box Returns Policies

Stay up to date on the returns policies big-box retailers and other competitors have in place at hardwareretailing.com/big-box-returns.

Where’s Your Policy Posted?

The North American Hardware and Paint Association surveyed retailers on their customer returns policies and found the most common place to communicate returns policies. See the data below and dive into the full survey results on Page 54.

Communicating Your Policies

Regardless of the specifics of your returns policy, it’s crucial to communicate those policies in several different ways.

Ramos says if a retailer chooses to implement a blanket returns policy, the specific terms should be clearly available on the company’s website and in the stores during the purchase process.

“For retailers who take a more proactive, individualized approach to returns authorization—a strategy that benefits both the retailer and loyal customers—it’s crucial to be transparent about the reasons behind a denied return,” Ramos says. “Customers should also be able to access a retail activity report that details why a recommendation for a warning or denial of a return was given.”

Page Hardware & Appliance’s full returns policy is posted on the counter at the service desk, where returns are processed, a summary is printed on the receipts and the policy is listed on the store’s website. Additionally, some appliance SKUs have a note that automatically prints on the invoice, stating they are not returnable or subject to restocking fees.

At Page Hardware & Appliance Co., all product returns are processed at a customer service desk to streamline the process for all. Taking It Back

Keep Customers Coming Back

The National Retail Federation shares three ways returns and return policies are currently impacting retailers at hardwareretailing.com/returns-impact-retailers.

Avoid Running on Autopilot

To stay competitive and serve customers with the highest level of service, Page’s returns policy has evolved many times over the years, Earls says.

“I was recently going through some old files and came across merchandise returns slips that we used in the 1980s,” Earls says. “The cashier had to fill out customer information, product details, how the refund was made and get a customer signature.”

Today, the returns process is automated. The store utilizes Epicor’s Returns Validation, so employees processing returns only need to ask for a phone number to find the customer and purchase information. After Epicor introduced the ability to return money directly to a gift card, Earls set a time frame for a customer to receive their refund in the original tender. After that time, the refund is given on a gift card.

“For a long time, we collected returns in a box and the manager reviewed them at the end of the day, prior to

putting the product back on the shelf,” Earls says. “Problems were rarely discovered and the process created issues because the inventory was not on the shelf, so we no longer require manager review.”

Another major evolution was the move to process all returns at one desk. Previously, returns were processed at all cash registers, but when the store underwent a remodel in 2012, Earls added a service desk to process all returns. Having one desk to process returns eliminated having customers who were making purchases waiting in line behind unhappy customers looking to return defective products. Returns often take longer than sales, so the move also sped up the point-of-sale process.

“Limiting returns to the service desk also reduces the number of employees who need to be trained on the returns process, which in turn reduces processing errors and inconsistent messaging to customers about what is allowed,” Earls says.

Guard Against Fraud

Fighting Returns Fraud

Appriss Retail’s 2024 Consumer Returns in the Retail Industry report took a closer look at the impact of returns fraud. In 2024, total returns for the retail industry reached $685 billion and the total returns rate as a percentage of sales for 2024 was 13.21%. Of those returns, 15.14% were fraudulent, totaling $103 billion.

Fortunately for Earls, overall, customers are pleased with the store’s returns policies and the store has experienced minimal returns fraud. She says customers are often surprised they can make returns beyond 30 days, and the people who are unhappy about the policy are usually the ones who are trying to return a product they bought over a year ago or from another store, or they are trying to pass off a used product as new or a working product as defective. When it comes to fraud, there are a couple of customers who the employees know to watch out for and the service desk employees and managers know when to be firm and refuse a return.

“For the most part, we make the returns process easy and quick, to be convenient,” Earls says. “Customers appreciate this, and since they don’t need to be sneaky to get credit, it encourages honesty.”

Customer service is also a crucial part of how Christofora mitigates abuse fraud at Woodstock Hardware.

“If a customer pulls one over on you resulting in a loss, alienating them does little good. You can get mad at them and send them on their way and you can be sure you lost the money and will never recoup your loss,” Christofora says. “But if you can patiently serve the customer, assuming there is no repeat behavior, you will have the opportunity to recoup your loss through the profit you make on later sales.”

Occasionally, employees at Woodstock Hardware run into the instance where it is obvious a customer is trying to scam them. Christofora has the employees defer those situations to him, and if he is not in the store at that time, they have the authority to defer processing a return until he can review the situation.

In the end, Christofora says crafting returns policies and preventing fraud comes down to managing evolving customer expectations, providing a positive experience for the customer and ensuring the customer receives monetarily what is due—no less, no more. It’s also crucial to make sure your store’s inventory quantity on hand is adjusted correctly, something he says could be the most important item.

“It’s easy for anyone involved in the returns process to think that taking the return is the cost of doing business,” Christofora says. “That’s easy for them to say—it is not their money. We have to be purposeful in our policies.”

7 Types of Returns Fraud to Watch Out For

In order to guard against returns fraud in your operation, you need to be knowledgeable on the types of fraud customers could use against your business.

1 Wardrobing

Buying an item, using it for a time and then returning it for a full refund.

Price Switching

2

Putting a lower-priced sticker on a higher-priced item before purchasing and then returning for a refund at the actual higher price.

Return Stolen Merchandise

Attempting to return an item that has been stolen from the store by using a forged receipt or claiming the item was a gift.

Counterfeit Returns

Replacing genuine products with counterfeit or fake items to receive a full refund.

Empty Box Returns

Returning an empty box or replacing the original item with a worthless substitute, such as a brick or other filler, to manipulate the process.

Gift Card Fraud

Stealing physical cards, buying gift cards with stolen credit cards or using bots to hack digital balances.

Excessive Bracketing

Purchasing multiple variations of a product with the intent to return most or all of them.

Source: 8 Types of Return Fraud & Abuse Every Retailer Should Know, Appriss Retail

GEAR UP FOR SUCCESS

Open a Toolbox of Resources at the 2025 IHI Conference

BY LINDSEY THOMPSON

No other event brings the independent home improvement channel together like the Independent Home Improvement Conference (IHI Conference), which will take place July 30-31. Attendees will include retailers from every wholesaler umbrella, vendors and service providers and industry experts and players who will take part in educational sessions, engage in networking events and enjoy the sun and fun of the JW Marriott Orlando Grande Lakes.

With a focus on leadership, innovation and operational excellence, the IHI Conference provides an unmatched experience in a family-friendly, world-class setting, giving attendees the tools and inspiration they need to grow and succeed in today’s competitive retail landscape.

There’s still time to register! Visit to learn more and claim your spot at this year’s must-attend industry event.

WED 7/30

9:00 AM 1:00 PM Partner Pavilion Open 7:30 AM 3:00 PM Registration Open

9:00 AM 10:00 AM Continental Breakfast 9:00 AM 9:45 AM

BEYOND THE SESSIONS

AWARDS

Recognizing the best of the best in the independent home improvement industry, three awards ceremonies will take place during the IHI Conference: The Beacon Awards, the Young Retailer of the Year Awards and the Top Guns Awards. Scan the QR code to meet this year’s honorees for the Young Retailer of the Year and Top Guns Awards and learn more about the Beacon Awards and the awards galas that will recognize all the honorees.

EXHIBITORS

Interact with leading industry vendors and service providers in a casual setting. These high-caliber companies will be sharing their products and services as part of a robust Partner Pavilion and networking events. Scan the QR code to see what vendors and service providers will be a part of the 2025 IHI Conference and tips for getting the most out of your time with each during the event.

PARTNER EVENTS

In addition to the IHI Conference schedule of events, partner events hosted by Do it Best, Orgill and Epicor will take place on July 29 and 30. All IHI Conference attendees are free to attend these educational sessions and exclusive seminars. Scan the QR code to see why you should participate in these events and activities for a week of independent home improvement channel camaraderie and idea sharing.

HOTEL INFORMATION

Welcome to the ideal Orlando resort! Come and unwind in the stylish modern comforts of the JW Marriott Orlando Grande Lakes, set amid 500 acres of tropical gardens, lakes and undulating fairways. Scan the QR code for more information on the resort’s features, nearby activities and discounts to area attractions and parks.

THANK YOU TO OUR CONFERENCE SPONSORS

PUTTING PEOPLE FIRST

Chris McDaniel Transfers Passion for Service

From the Military to the Independent Channel

BY LINDSEY THOMPSON

Growing up watching family members serving in the U.S. Army and the U.S. Air Force, Chris McDaniel developed a desire to contribute in the same way and joined the U.S. Air Force in May 2002.

“When I was younger, I was able to see ﬁrsthand some of the aircraft that my family

worked on and kept in the air,” Chris says. “I always had planned to join the military right after high school, and then 9/11 happened. I immediately wanted to be a part of something bigger than myself and serve my country. Even back then, I knew the military was something I would retire from.”

ASSOCIATION

An Honor to Serve

NHPA is sharing the stories of these hometown heroes in all of its media brands. Visit YourNHPA.org/veterans to read more about these heroes.

PAYING TRIBUTE

While there is no way to repay the sacrifices made by veterans of the armed forces, the North American Hardware and Paint Association (NHPA) recognizes that not only have these individuals made a lasting impact on their country, but they are also a prominent and positive influence within the home improvement industry.

To honor the ongoing impact military veterans make throughout the home improvement industry, NHPA launched the Helmets to Home Improvement recognition program, with the National Hardware Show (NHS) as the program’s official founding sponsor and venue partner.

We need your help honoring these amazing men and women. Please visit YourNHPA.org/veterans to nominate a Helmets to Home Improvement honoree.

ASSOCIATION

Nominate a Veteran

Help us honor those who have served our country and our channel. Visit YourNHPA.org/veterans to nominate a veteran from your business to be recognized.

Chris worked in ground transportation, and his role offered major support to military action in the Middle East right after 9/11. He was deployed five times to Afghanistan, Iraq and Qatar, and he amassed more than 150,000 miles, traveling across some of the most dangerous roads in Iraq and Afghanistan.

“Once I started doing convoys, it really let me see the bigger picture where vehicle operators fit into the bigger mission,” Chris says. “At home station, you’re driving bus routes or something like that, and you don’t really see how you fit into the overall mission. Deployed, you’re moving stuff that is integral to someone, somewhere. You are taking vital supplies and cargo to other bases that need it.”

His favorite part about serving was being a member of an amazing team, including serving along with Senior Airman Ashton Goodman, who was killed when a roadside improvised explosive device detonated underneath the humvee she was driving while deployed in support of Operation Enduring Freedom in 2009. During his Afghanistan deployment, Chris served as morale and welfare coordinator, hosting Texas Hold’em tournaments, Spades tournaments and other events for the forward operating base.

“Our efforts put us in dangerous areas, and we had to take care of each other in the heat of the battle,” Chris says. “That teamwork and trust of your fellow Airmen is something I’ll never forget.”

During his time with the U.S. Air Force, Chris McDaniel amassed more than 150,000 miles, traveling dangerous roads in the Middle East. On the Road Again

“Our efforts put us in dangerous areas, and we had to take care of each other in the heat of the battle. That teamwork and trust of your fellow Airmen is something I’ll never forget.”

—Chris McDaniel, MANS Lumber

As a part of the U.S. Air Force, Chris McDaniel’s favorite part about serving was being a member of an amazing team, including serving along with Senior Airman Ashton Goodman, who was killed during Operation Enduring Freedom in 2009.

U.S. Air Force photo by Staff Sgt. Whitney Amstutz

Moving Into a New Role

In July 2023, after over two decades serving the country, Chris retired from the Air Force and started the search for a job and a company that would beneﬁt from his experience and allow him to continue serving others. With his background in logistics and transportation, a job opening as a shipping liaison with a lumber company caught his eye. He applied with MANS Lumber, which has six locations in Michigan, and has been serving as dispatch and shipping liaison since.

“I appreciate and enjoy that my job also has a focus on customer service, so I can ﬁnd that fulﬁllment in helping others,” Chris says.

Along with getting to serve others, Chris says his other favorite part about working in the independent channel is being viewed as a person rather than a number.

“MANS Lumber is an excellent place to work that has a long legacy of putting people ﬁrst,” Chris says. “We are celebrating our 125th year in business in 2025.”

While his role at MANS Lumber aligns with his operational background from his time as a leader in the military, Chris also took away customer service skills from the Air Force that apply.

“I am able to understand customer service situations and help where I can,” Chris says. “I am able to help the team where needed and be ﬂexible when it comes to jobs changing on the ﬂy.”

Chris says that military veterans like himself are well-suited for the independent home improvement channel.

“Military veterans are resilient and hard workers and will do what it takes to get the job done,” Chris says. “Veterans have high standards and want to do the best they can everyday.”

LAST LOOKS

3 Best Practices for Choosing Impulse Products That Deliver

BY JACOB MUSSELMAN

The impulse category plays a subtle yet powerful role in boosting sales and enhancing the customer experience. These small, low-commitment items, often placed near checkout counters or high-traffic paths throughout stores, capitalize on customers’ spontaneous decisions. When managed well, impulse products can build a store’s personality, drive repeat visits and even

provide a sense of local flavor. Impulse items are typically inexpensive and ideal for quick purchases that don’t require much deliberation, but they still require a thoughtful strategy. A successful approach combines core staples, seasonal items and trending products, all supported by strategic merchandising and a willingness to pivot based on sales performance and shopper feedback.

Grovetown Ace Hardware finds success stocking products with local and regional collegiate sports teams as an impulse product.

Show Team Spirit

CATEGORY SPOTLIGHT

OPERATIONS

Entice Extra Purchases

From snacks and battery banks to cleaning accessories, see what products grab extra sales and attract customers at hardwareretailing.com/extra-purchases

Focusing on locally made products, like the carpenter bee traps that Grovetown Ace Hardware stocks, has made the impulse category successful.

Lean Into Local

Raven Beasley, manager of Grovetown Ace Hardware in Grovetown, Georgia, has built a thriving impulse program that reflects both her customers’ interests and her team’s input. The impulse section at Grovetown Ace Hardware is broad, offering everything from snacks and seeds to toys and quirky gifts, but reflects the store’s brand and focus on the community.

“A lot of local and regional sports team products do really well for us,” she says. “Each school switches their designs yearly, and we work with our sales reps to order the newest designs.”

Longtime staples at the store include air-powered salt shooters and carpenter bee traps—products that catch customers’ eyes and are practical.

The carpenter bee traps at Grovetown Ace Hardware, made locally and regularly delivered directly by the maker, have become a hit with customers. Finding partnerships in your community gives your store a local touch and shows that you support other independently owned businesses.

For Beasley, impulse category success isn’t just about keeping local favorites around—it also involves rotating out the underperformers.

“We give each new product around six months, and if it’s not selling, we’ll mark it down and see if it’ll sell then,” she says. “Usually, if we mark it down, it’ll sell. Those that don’t sell, we donate to a local charity.”

Source: Impulse Buying Statistics, Capital One

Give Impulse Prime Real Estate

Placing impulse products around the store is crucial for success in this category. The checkout counter is one of the most powerful areas of real estate in the store at Grovetown Ace Hardware.

“Our checkout counter is full of last-minute items and products people don’t usually think about right away,” Beasley says. “But if they see the product while they’re waiting to check out, that’s usually when they think about making a purchase.”

Endcaps and category-adjacent displays are two other strategic spots to consider showcasing impulse products. For example, Grovetown Ace Hardware merchandises garden signs near its outdoor living category, where customers are already in the mindset to buy these types of products.

While the store still works to improve consistency in this area of training, employees are taught and encouraged to mention impulse products during the checkout process, especially when items are seasonal or part of a limited-time display.

“This additional step can go a long way to increasing sales in the impulse category,” Beasley says.

“Our checkout counter is full of last-minute items and products people don’t usually think about right away. But if they see the product while they’re waiting to check out, that’s usually when they think about making a purchase.”

—Raven Beasley, Grovetown Ace Hardware

5 Best Practices for a Strong Impulse Category

1 ROTATE REGULARLY

Give new products a set trial period and swap them out if they don’t perform.

LEVERAGE THE CHECKOUT COUNTER

Make the most of the space where you have the chance to make a last-chance sale. Stock small, useful and attention-grabbing products.

3 MIX PRACTICAL WITH PLAYFUL

Offer a mix of products from fun gadgets and snacks to tools and seasonal decor.

4 GET INPUT

Regularly ask your team members and customers the types of items they want to see on your shelves.

5 PAY ATTENTION TO CUSTOMER FEEDBACK

Shoppers will tell you, directly or indirectly, what they like. Listen and adjust accordingly.

Impulse Buying by the Numbers

Source: Impulse Buying Statistics, Capital One

Ask for Feedback

One of the most effective ways to discover new impulse products is by attending industry markets. Another way is through your employees. At Beasley’s store, younger team members have helped identify impluse products that resonate with their peers, such as trendy water bottle brands or fashion accessories, that have sold well in the store.

“We consistently talk with our younger employees about what they see trending in their worlds,” Beasley says. “We have brought in some of those products and several of them have done really well for us.”

Customer feedback is just as valuable. Grovetown Ace customers frequently recommend products or ask about items they’ve seen elsewhere, prompting Beasley to explore new additions to the store’s impulse category.

“We utilize our regular customers to help fill this category as well,” she says.

Grovetown Ace Hardware stocks related products together to make customers think about what else they need when shopping for a project.

RESOURCES

News to You

Subscribe to our daily newsletters at hardwareretailing.com/subscribe for the latest news, trends and more.

How Big Boxes Performed in Q1 2025

SEE HOW THREE home improvement big-box retailers—Lowe’s, The Home Depot and Tractor Supply Co.—fared during the ﬁrst quarter of 2025 as Hardware Retailing breaks down the ﬁnancial data.

SALES $39.9 billion (+9.4% YOY)

SALES $20.9 billion (+1.04% YOY)

SALES $3.47 billion (+2.1% YOY) NET EARNINGS

$3.45 billion (-5.5% YOY) NET EARNINGS

$1.6 billion (-6.5% YOY)

2025 OUTLOOK

• Total sales growth of approximately 2.8%

• Comparable store sales growth of 1%

• Open 13 new stores (for a total of 2,350)

• Operating margin of 13%

2025 OUTLOOK

• Total sales of $83.5 to $84.5 billion

• Comparable store sales ﬂat to 1% growth

• Open 5 to 10 new stores

• Operating margin of 12.3-12.4%

EARNINGS $179.4 million (-9.5% YOY)

2025 OUTLOOK

• Net sales growth of 4-8%

• Comparable store sales growth of 0-4%

• Open 90 new Tractor Supply Stores

• Operating margin of 9.5-9.9%

What You Need to Know in July

USDA Announces $200 Million Investment to Increase U.S. Timber Production

The U.S. Secretary of Agriculture announced a $200 million investment to implement the U.S. Department of Agriculture Forest Service’s National Active Forest Management Strategy. The plan aims at increasing timber harvesting in the U.S. and grow the industry 25% by 2028.

Do it Best Announces Formation of Member Care Team

Continuing its focus on enhancing the member experience, Do it Best announced the formation of a new member care team. This team’s primary goal is to make it easier for members to do business with the co-op by improving responsiveness, consistency and clarity across all points of the member experience.

Aubuchon Acquires 130th Store

The Aubuchon Company has agreed to purchase two Wolf Family Hardware stores, owned by Chris Wolf, in Woodbury and Watertown, Connecticut. The stores will continue to operate under their existing names following a settlement on July 8. With the acquisition, the Aubuchon Company will operate 130 stores across 10 states.

Home Hardware to Launch Farm Assortment Catalog

Home Hardware Stores Limited announced it is launching a farm assortment catalog in response to what it calls a gap in farm product availability in Canada. The catalog will highlight agricultural products and other new items being added to Home Hardware’s product selection.

Orgill Executives Provide Insights on Navigating Market Volatility

Headline after headline warns of the impending impact of global economic shifts, tariffs and other supply chain challenges on retailers. To better understand how retailers can best prepare for any market uncertainties, three members of Orgill’s executive team shared their insights with Hardware Retailing.

Lowe’s Announces Creator Network

Lowe’s announced the launch of its home improvement creator network, designed for DIY creators of all sizes. The Lowe’s Creator Network helps creators share project-driven stories that build affinity for their own brand and for Lowe’s. MrBeast, the most-followed digital creator in the world, is among the first creators to join the program.

JULY

July 30-31 |

AUG

Orgill Fall Online Buying Event

August 4-17 |

The Garden Center Show

August 12-13 | ROSEMONT, IL

Ace Fall Convention

August 12-14 | CHICAGO, IL

SEPT

Do it Best Fall Market

September 5-8 | INDIANAPOLIS, IN

PACOA – Fall Dealer Market

September 6-7 | FLUSHING, NY

Bradley Caldwell Fall Show

September 9-11 | ATLANTIC CITY, NJ

Blish Mize Fall Customer

Buying Market

September 11-13 | OVERLAND PARK, KS

*Events

To add your event to the industry calendar, send an email to editorial@YourNHPA.org

LAST WORD

OPERATIONS

Return Response

One retailer shares his top tips for keeping customers happy with a well-thought out return policy. Learn more at hardwareretailing.com/strong-return-policy

The Stats Speak

What Return Policies Look Like Across the Channel

THIS MONTH’S FEATURE STORY takes a closer look at customer returns policies and ways retailers can improve their own policies to keep customers happy while still protecting their operation’s bottom line. As part of the feature story on Page 24, during Q2 of 2025, the North American Hardware and Paint Association (NHPA) conducted a survey of retailers and their customer return policies to provide a benchmark for your business.

What is your return

window?

Retailers also shared what types of items they do not accept for return. The most common answers included:

Custom paint, stains, coatings Opened/damaged items

Special order products Close out items

Cut items (wire, tubing, PVC pipe and metal pipe)

Buy a Store | Sell Your Business | Post a Job, Get a Business Valuation | Find a Lender and More

BUSINESS FOR SALE

Northwest Farm & Home Supply Co.

Location: Lemmon, SD

Gross Revenue: $3.21 million

The main building is a total 27,213 sq. ft. of retail and warehouse space on 4 acres. The main bldg. was constructed in 1994 with additions constructed in 2002 and 2004.

Single story with 22’ clear height in 11,459 sq. ft. of lumber warehouse, three grade level doors and two dock height doors.

BUSINESS FOR SALE

Hoosick True Value

Location: Hoosick Falls, NY

Gross Revenue: $1.26 million

Price: $1.875 million

This opportunity offers a turnkey sale of a general hardware business located in northeastern Rensselaer Co., New York. The business serves five towns and southwestern Bennington Co., Vermont, and 25 miles east of Troy, New York.

SEEKING BUSINESSES

The Aubuchon Company

For our next acquisition, we are looking for:

• Single-store and multi-store hardware operations

• Located in northeast and southeast United States

• Store size of 5,000-30,000 ft 2

• At least $3 million in average store sales

SEEKING BUSINESSES

BUSINESS FOR SALE

Home Improvement Supply Store

Location: Missouri

Gross Revenue: $1.04 million

This historic home improvement and hardware store is a staple of its community and operates from its headquarters in the Kansas City Metropolitan Area of Missouri. The Company is a long-standing retailer and installer of consumer and commercial improvement products.

BUSINESS FOR SALE

Albrights Hardware & Garden Center

Location: Allentown, PA

Gross Revenue: $1.9 million

Price: $800,000

Albrights Hardware is an established hardware store with strong neighborhood ties and has been a Lehigh Valley staple for over 50 years. The current owners have owned the store since 1992. Albrights serves its loyal customer base by providing quality products and exceptional customer service.

SEEKING BUSINESSES

Bolster Hardware

We are looking for:

• Geography agnostic

• With or without real estate

• Store revenues of $1.5M+

• We prefer to honor the family name and heritage in the local community by not changing the name

• We prefer to keep all employees as part of the acquisition

JOB LISTING

The Helpful Hardware Company

We are looking for:

• Single-store units in the southeast and multi-store groups with 3+ units nationwide

• Store size of 5,000 ft2-35,000 ft2

• Supplier agnostic

• Store revenue: $1.75M+

BUSINESS FOR SALE

Central Vermont Paint, Flooring and Decorating Business

Location: Vermont

Gross Revenue: $2.82 million

Price: $1.1 million

Full-service decorating store providing flooring, paint, window treatments, kitchen/bathroom remodeling, cabinetry product offerings, design assistance, specialized service, and professional installation.

BUSINESS FOR SALE

Private Business

Location: Alabama

Gross Revenue: $2.21 million

Price: $649,000

BUSINESS FOR SALE

Private Business

Location: Pennsylvania

Gross Revenue: $1.6 million

SEEKING BUSINESSES

Gold Beach Lumber Yard

We are looking for:

• Single-store and multi-store hardware operations

• Located in the Pacific Northwest

• Store size of 5,000 ft2-30,000 ft2

Randall Lumber & Hardware, Inc.

Position: Hardware, Ranch and Feed Department Manager

• Annual Salary: $48,000-$55,000

• Bachelor’s Degree or 5 years of experience in similar role preferred

• Strong leadership skills and creative thinking are a bonus