General and defective returns are accepted for any item purchased from this Site or any affiliate in the Build.com Network. We accept general returns within 30 days of the day the order was received and defective returns within 60 days. There's no minimum value on returns. We do not charge restocking fees (except for flooring product returns). Clearance/Liquidation/Closeout items and all appliances can only be returned if found to be defective, or damaged upon delivery.
Qualifications for a general return:
- Return requested within 30 days of receipt
- Must be in resalable condition
- Must be free from scratches and/or defects
- Must not have been installed
- Must be in the original manufacturer’s box and packaging
- May not have any writing on the original packaging
- May not be missing pieces
- Must not be a clearance/liquidation/closeout item
Qualifications for a defective return:
- Return requested within 60 days of receipt
- Has a defect that hinders its usability for the purpose in which it was designed and manufactured
Build.com is not responsible for any labor costs related to handling, installing, or uninstalling items purchased.
Items that have had gasoline in them are NOT returnable due to shipping restrictions of hazardous materials. Items that are special ordered may not be returnable. If an item is defective or damaged, we will issue credit in full, provide replacement parts, or send you an exact replacement. If you're uncertain about any part of this return policy information, or if you have unanswered questions, please contact the appropriate customer service team below:
Setting up returns for our neighbors to the North is easily accomplished. Just keep in mind the following additional considerations and requirements:
- Shipping charges are not refundable unless the product you’re returning is defective or damaged.
- Taxes and duties on Canadian shipments are fully refundable, but subject to current exchange rates.
- The customer is responsible for including all necessary return documents with the return shipment. If documents are missing, then taxes or duties may be charged to generate new documents and re-import the item back to the United States. These fees will be charged at current exchange rates.
- Returns for Canadian customers may be subject to an additional 3-5 business days of processing time.
If you have a cancellation request, you can contact the appropriate customer service team listed below. Speaking with a team member allows us to process your request as fast as possible. We can cancel an order up until the time it has left our warehouse. Once the order is en route, it then becomes a return and must follow our return policy listed above.
(800) 375-3403 – All products
(855) 484-3292 – Appliance Specialist Team
(855) 484-3293 – Flooring and Tile Specialist Team
- How do I set up a return?
- What is an RGA and how long will it take to receive it after I set up my return?
- What is a PPL and when will I receive it?
- What is a BOL and when will I receive it?
- How do I send my return?
- What is a call tag and how does it work?
- My purchase was damaged in transit. How do I return it, request a replacement, and file a freight claim?
- My purchase was lost in transit, what do I do?
- I did not receive all of my products, or I received the wrong product. What do I do?
- When and why do I have to pay a restocking fee?
- I purchased flooring, how do I return it?
- When should I expect my refund?
Setting up a return request online is quick and easy; just login to your account to access our returns tool. You may also contact the appropriate customer service team listed above, and a team member will create a return request on your behalf.
Once you've submitted a return request, you'll receive an e-mail with an approved RGA number or a denial within 3-5 business days. Reasons or additional instructions will be provided with any denials.
Return shipments must use a carrier who offers tracking (like UPS). Please avoid non-traceable carriers (like USPS). All items must be returned with the return goods authorization (RGA) number that we provide. The RGA will be sent via e-mail. Items returned without an RGA number may experience credit delays.
By default, a low-cost pre-paid labels (PPLs) are provided for all general returns set up by one of our customer service team members. The cost to ship the item back is deducted from your credit amount once the item is received and inspected by our warehouse. You may opt-out of receiving a PPL by contacting the appropriate customer service team listed above. If you opt-out, then you must provide us with valid tracking information to receive your credit and avoid processing delays.
What is an RGA and how long will it take to receive it after I set up my return?
An RGA is the Return Goods Authorization number that we use to help track your return. This identifies the return and associates it with your order number. Please allow 3-5 business days to process and issue an RGA.
What is a PPL and when will I receive it?
A PPL is a pre-paid label to return your item via UPS. It will be automatically issued and e-mailed at no charge for defective or damaged returns. PPLs will also be issued for general returns created by one of our customer service team members. We encourage you to accept and use the low-cost PPL that we provide, but remember the cost of shipping will be deducted from your credit for general returns. Regardless of return type, the PPL will be sent in a separate e-mail, and will arrive after your RGA e-mail.
What is a BOL and when will I receive it?
A BOL is a Bill of Lading to return your item via freight (semi-truck, LTL, etc.). It will be automatically issued and e-mailed at no charge for defective or damaged returns. BOLs will also be issued for general returns created by one our customer service team members. We encourage you to accept and use the low-cost BOL that we provide, but remember the cost of the shipping will be deducted from your credit for general returns. Regardless of return type, the BOL will be sent in a separate e-mail, and will arrive after your RGA e-mail.
How do I send my return?
Repack all items very well, and prepare them for shipment (we recommend using the packaging from the original shipment, at least). Follow the instructions provided with the RGA number we sent via e-mail. If you’re using a PPL that we provided, then print and attach the PPL to the outside of the box and drop your shipment off at any UPS pick-up facility. If you are not using a PPL that we provided then please use a carrier who offers tracking (like UPS).
If your shipment will travel via freight (semi-truck, LTL, etc.), then repack all items very well, secure them to the original pallet(s), and prepare them for shipment (we recommend using the packaging from the original shipment, at least). Follow the instructions provided with the RGA number we sent via e-mail. Print the BOL that we provided via e-mail. DO NOT attach the BOL to the shipment. Contact the carrier to schedule pick-up.
What is a call tag and how does it work?
A call tag is an additional convenience option for general returns, and is set up when a shipping carrier needs to pick-up an item from your home or business, then deliver it back to our warehouse. Call tags are for parcel shipments (UPS) only. The cost of a call tag is $7.00 per package, plus the cost of shipping. The total cost of all call tags combined with all shipping charges will be deducted from your credit amount. A call tag takes 24 hours to process. Once processed, the carrier will make up to 3 attempts to pick-up the package(s) from your home or business.
My purchase was damaged in transit. How do I return it, request a replacement, and file a freight claim?
If you notice damage while the carrier is on site, then DO NOT take possession of the damaged product(s). Instead, take pictures of the damage, gather copies of the paperwork from the carrier (if possible), and refuse delivery. Next, contact the appropriate customer service team listed above.
If you notice damage after delivery (concealed damage), then take pictures of the damage, and contact the appropriate customer service team listed above. Most carriers only allow 2 business days after delivery to file a freight claim, so please contact us as soon as possible.
You may also log into your account to access our (link to ECRM login page). When setting up the return please select "It was damaged in shipping” as the return reason. In the description please give as much detail as possible of the damage. Make sure to specify if you would like a replacement item or would like to return the item for a credit.
After the return is set up please hold the damaged product(s), along with any damaged packaging, for 30 days as the carrier may want to pick-up or inspect. If after 30 days you have not been contacted by Build.com or by the Carrier you are free to dispose of the damaged product(s).
We will not be able to help with any complaints of damages, including visible or material defects, after the product has been installed or altered.
My purchase was lost in transit, what do I do?
I did not receive all of my products, or I received the wrong product. What do I do?
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 contact the appropriate customer service team listed above. If you believe you have received the wrong product, please verify the item number of the item(s) you received compared to your order confirmation e-mail and/or packing list. If anything does not match, then please contact the appropriate customer service team listed above so we can assist in getting the wrong item(s) returned and the correct item(s) sent out.
I purchased flooring, how do I return it?
When receiving flooring it is
important to confirm the order accuracy and contact our Flooring and Tile
Specialist Team at (855) 484-3293 with any discrepancies.
We will accept returns on flooring and tile orders, with a 1 carton minimum. Since we only sell in full-carton quantities, we only accept returns in full-carton 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 and in their original packaging. Items must be returned within 30 days of receipt, some restrictions may apply.
A 15% non-negotiable restocking fee, plus any associated return freight charges, will be deducted from all general flooring and tile return credits.
The following flooring-related items may only be returned if defective:
- Special order and/or custom milled flooring
- Flooring accessories; molding, trim and/or transition items. (Note: Moldings are generic and are sold as a complimentary color and may not be an exact match to your flooring color).
- Installation materials; adhesives and trowels
- Cleaning materials
- Promotional products; including Coupon and/or Weekly items
When should I expect my refund?
For most general or defective returns, we will process your credit once we have confirmation that the item has been received and inspected by our warehouse. Please allow 5-10 business days following delivery to our warehouse for credit to be issued. Credit will be issued to the payment method used on the original order.
For refused shipments, damaged shipments, and freight claims filed within 2 business days of receipt, credit will be issued as soon as possible. However, please allow 5-10 business days to complete processing.