Returns can be set up online 24/7! Setting up a return is quick and easy, just log into your account to access our returns tool. If you have any trouble or have a question, reach us by filling out the contact form, or via email or the phone number above. For more information on the returns process, read our returns information page.
If you have a cancellation request, we highly recommend contacting our call center staff at (800) 375-3403 as this allows us to process your cancellation request as quickly as possible. If you would like to view more information on the cancellation process and what it entails please see our cancellation information on the returns and cancellations page.
If you're not totally satisfied with your shipment, we're happy to replace it or accept a return of the merchandise if it meets the following criteria:
- All return merchandise must be in resalable condition
- The product must be free from scratches and/or defects
- The product must not have been installed
- You must have the original packaging for the item, and there cannot be any writing on the original packaging
Build.com accepts returns within 90 days of when the order was placed. There's no minimum value on returns, but be aware that restocking fees are applicable for all Flooring, Appliance and Generator products (see below for more details).
Need to setup a return? Setup a Return
Build.com isn't responsible for any labor costs incurred as the result of the installation of wrong or defective parts. In addition, we're not responsible for lost shipments. Instead, you must file a lost shipment freight claim with the shipping company. Finally, merchandise must have not been damaged in freight transit.
Items that are special ordered by calling our toll-free number may not be returnable. If the item is defective or damaged, we will issue credit in full OR send you a replacement product if it's still available for purchase. Call customer service if you're uncertain about any part of this return information or if you have unanswered questions.
We can process general returns and refunds only for items purchased from Build.com or one of its affiliates. Set up a general return here. All general returns must be set up within 90 days from the day you receive your product. To receive a refund, please make sure:
- Merchandise is in resalable condition
- Merchandise is free from scratches and/or defects
- Merchandise has not been installed
- You have the original packaging for the merchandise
- There's no writing or labels on the packaging for the merchandise
Customer must return packages using a traceable source (like FedEx or UPS, but not USPS). All items must be returned with their assigned return authorization (RGA) number. Items returned without an RGA number may delay credit.
Clearance items are not eligible for return unless defective. Please be aware that due to the nature of clearance sales, we may not be able to offer a replacement on a defective clearance item.
Items that have had gasoline put in them are NOT returnable due to shipping restrictions on hazardous materials. Once gasoline has been put in the tank, the item immediately falls under manufacturer warranty.
To cancel an order that hasn't yet shipped, please call our customer service department immediately. Once an order has shipped, it cannot be canceled, and you'll have to set up a general return.
Build.com provides pre-paid labels (PPLs) on all general returns when you set up a return through the call center. The cost to ship the item back to us is deducted from the credit the customer receives once the item is returned.
*We do not accept general returns for Appliances or Generators (including all GE products). Once they are signed for free and clear, the items are accepted as is and cannot be returned.
We can process defective returns and refunds only for items purchased from Build.com or one of its affiliates. To set up a defective return online, visit our returns tool. All defective returns must be set up within 60 days from the day you receive your product. There are no restocking fees on defective returns.
The following manufacturers do NOT accept defective returns: Campbell Hausfeld and Ridgid. Instead, items must be sent or taken to an authorized service center where they'll be inspected and repaired or replaced at the manufacturer's option.
Returns on Flooring Product
Purchaser is responsible for confirming the order accuracy and contacting us immediately with any discrepancies or changes. All orders are fulfilled as soon as they are placed. Once an order has been fulfilled the ability to change or cancel the order is not guaranteed.
If you need to cancel an order, please call us immediately. Order cancellations must be initiated over the phone. Orders canceled after being shipped will be treated as a "return" and will be assessed a 25% non-negotiable restocking fee plus any associated freight charges.
If you need to return an order, you may return and unopened and resalable cartons of flooring. Items must be returned within 30 days after receipt, some restrictions apply. Returned product will be assessed a 25% non-negotiable restocking fee plus any associated freight charges.
We will accept returns on entire orders and partial orders with a 1 carton minimum. We only sell in full-box quantities. Similarly, we only accept returns in full-box quantities. All wood flooring manufacturers recommend that you purchase 5% additional flooring to use as a waste factor. We do not take back waste, or left over flooring pieces. Returned products must be in resalable condition in their original packaging.
Missing and Damaged Items Information
Please inspect the merchandise immediately when you receive it. All claims for damages or shortage/deduction must be made within 3 days after receipt of goods. We will not honor any complaints on damages, including visible or material defects after the product has been cut or installed.
There are occasions when an order is shipped from multiple locations and will arrive at different times. In the event that all material is not delivered, please call us immediately. If you believe you have received the wrong product please verify the item number of the item(s) you received compared to you order confirmation and/or invoice. If it does not match, we recommend you refuse this delivery and contact us immediately. If you are unable to refuse the delivery, then you must return the product in original packaging and will be reimbursed for returned freight charges if the wrong product was shipped.
Freight Claim Information
We're committed to providing the best possible service in the industry. Although claims can be cumbersome, it is our intention to make this process as painless to you as we possibly can.
Please inspect the merchandise immediately when you receive it. It is important to mark on your delivery receipt or bill of lading at the time of delivery and damages including missing parts, pieces, rolls, or boxes. All claims for damages or shortage/deduction must be made within 3 days after receipt of goods. We will not honor any complaints on damages, including visible or material defects after the product has been cut or installed.
Please be prepared to follow the steps below so that your claim may be processed in a timely manner:
- Provide a brief description of the issue.
- Minimum of (6) pictures clearly showing the issue.
- Reference your order number on all communications.
- Include contact information; email address and a working phone number.
- Preferred resolution; either credit or replacement.
Returns from Canada
We strive to streamline the returns process. Please be aware that whether you’re doing a general or defective return, anytime you are sending something back across the border, certain documents are required by customs to clear the shipment. We will provide you with these documents along with detailed instructions of where to place them when you return the items to ensure that you’re not charged any taxes or duties to return them and to ensure that they clear customs with no delay.
Please follow all of the instructions included with your return authorization. Processing Canadian returns can take 1-2 business days longer in order for us to generate all of the appropriate customs documents.
Returns via mail
Follow the simple directions below to make your return by mail:
Contact our returns department by telephone or email to process your return and receive a return goods authorization (RGA) number. Once you’ve set up your return, you’ll receive an email with an RGA number within 2 business days. Along with this return number you’ll receive a ship-to address where you must send your merchandise. Be sure to include your RGA number with your merchandise. This number will be used to guarantee you receive your credit. Note: If you return a product to us without an RGA number, your return may be subject to additional fees.
- Include all original packing materials, manuals, and accessories with the product to avoid any additional fees.
- We recommend items be returned via UPS or insured parcel post for proof of delivery. Please be certain that items are secure in their packaging so damage does not occur while they are in transit back to our warehouse.
- You are responsible for all freight charges. However, you’ll be credited all reasonable and customary freight charges relevant to that item if product is defective or the wrong item was shipped.
You'll be notified via email of your refund once we've received and processed the returned item. NOTE: If the cause of the return is result of our error, Build.com will gladly refund the shipping costs.
Please allow 14-21 days for processing. Refunds will be credited to the original purchasing credit card account number only. If you paid by check, please allow an additional 14-21 days for delivery of check via USPS.