How to Set Up a Return Online
Click on the 'Find My Order' button below
Log into your account.
Select the order(s) you wish to return
Click on ‘Setup Return’
General Returns
With certain exceptions*, you may initiate a return for an item(s) within 90 days of receipt for a refund (minus return shipping). Returns outside of the 90-day return window will not be accepted. Refunds will be applied to your account (minus return shipping) once the item has been received and inspected through our warehouse.
To qualify for a general return, the item(s):
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 and be free of writing.
Must not be missing pieces
Must not be clearance/liquidations/closeout
You may initiate a return for most defective items within 90 days of receipt for a full refund. Once a return has been set up and the item has been returned to our warehouse, it will be inspected. If the item is deemed to be defective, a full refund will be applied to your account.
To qualify for a defective return, one of the following must apply:
- Item has a defect that hinders its usability for the purpose of which it was designed
- Incorrect item was received
- Exceptions
All Products: (800) 375-3403
Appliance Specialist Team: (855) 394-7243
Flooring and Tile Specialist Team: (855) 484-3293
Build.com and Build.com Network affiliates are 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 material.
- How long do I have to return an item?
- Which items are eligible for return?
- Is there a restocking fee?
- The item I received was defective. How do I get a refund?
- I received the wrong item. How do I get a refund?
- How do I set up a return?
- How do I send my return?
- How do I cancel an order?
- When should I expect my refund?
- What is a Freight Return Label and when will I receive it?
- 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/or file a claim?
- I did not receive all my products. What do I do?
- My purchase was lost in transit, what should I do?
- Who do I contact if I need assistance with a return?
1. How long do I have to return an item?
For most items, you may initiate a return for refund of the purchase price (not including shipping) within 90 days of receipt. Items cannot be returned or exchanged after 90 days from receipt of the order. Refunds will be applied to your account (minus return shipping) once the item(s) has been received and inspected by our warehouse team.
2. Which items are eligible for return?
*Most items can be returned within the stated time frame for a refund (see EXCEPTIONS list below).
To qualify for a general return, the item:
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 and be free of writing.
Must not be missing pieces
Must not be clearance/liquidations/closeout
EXCEPTIONS
Certain product categories have specific returns policies. Click on the links to learn more.
6. How do I set up a return?
You can set up your return online at with your Build.com account. An account is necessary to set up returns or cancel orders.
Account Holders
- Sign into your account.
- Choose “Set up a Return” and follow the on-screen instructions.
Guest User
- Select “Orders & Returns” link from the header on Build.com, then choose “Set up a Return”
- Follow the on-screen instructions to create an account so you may set up your return.
7. How do I send my return?
We recommend using the packaging from the original shipment if possible. Follow the instructions provided with the Return Goods Authorization (RGA) number we sent via email. If you’re using a return label that we provided, print the return label, attach it to the outside of the box, and drop your shipment off at any UPS location.
Return labels help us efficiently track your return. If you choose another shipping method, please inform us by contacting customer service.
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). Follow the instructions provided with the RGA number we sent via email. Print the freight label that we provided via email. Do not attach the freight label to the shipment. Use the instructions provided to contact the carrier and schedule your freight pickup.
8. How do I cancel an order?
Because our orders process quickly, there is a very short period of time in which an order can be cancelled.
Locate your order by logging into your account. You must have a Build.com account to cancel an order. If you placed your order as a “Guest” you must create an account to proceed.
If a “Cancel Order” button is visible, you may cancel your order online without assistance.
If the “Cancel Order” button is not visible, it may be possible to request cancellation before an order ships by contacting our customer service team.
9. 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 to 10 business days following delivery to our warehouse for credits to be issued. Refunds will be issued per our return policy.
For refused shipments, damaged shipments, and freight claims filed within two (2) business days of receipt, credit will be issued as soon as possible. However, please allow 5 to 10 business days to complete processing.
10. What is a Freight Return Label and when will I receive it?
A Freight Return Label is used to return items via freight (semi-truck, LTL, etc.). This shipping method is used for bulky, heavy, or palletized products.
A Freight Return Label will automatically be issued at no charge for defective returns.
Freight Return Labels for general returns are offered at a per-pallet-flat-rate. The cost will be deducted from your credit.
Labels are emailed separately from your return authorization email. Your label will come with instructions and carrier contact information for scheduling pick-up timeframe.
11. 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 and deliver it back to our warehouse. Call tags are for parcel shipments (UPS only) and must be set up through customer service.
The cost of a call tag is $8.00 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.
12. My purchase was damaged in transit. How do I return it, request a replacement, and/or file a claim?
You may log into your account to access the return request tool. When setting up the return please select “it was damaged in shipping” as the return reason. In the description please provide as much detail as possible of the damage. You will be prompted to upload three (3) photographs of the damage.
If you notice damage while the carrier is on site, DO NOT take possession of the damaged product(s). Instead, take a picture of the damage, gather copies of the paperwork from the carrier (if possible), and refuse delivery. Next, contact the customer service team.
If you notice damage after delivery (concealed damage), take pictures of the damage, and complete the return online, or contact the appropriate customer service team. Items shipped via ground shipping must be reported within 30 days. Freight carriers only allow two (2) business days after delivery to file a freight claim. You may set up a claim online through your account.
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.
13. I did not receive all my products. 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 our customer service team.
14. My purchase was lost in transit, what should I do?
In case of a lost shipment, please contact our customer service team as soon as possible for assistance.
15. Who do I contact if I need assistance with a return?
Please call one of our teams for help:
All Products: (800) 375-3403
Appliance Specialist Team: (855) 484-3292
Flooring & Tile Specialist Team: (855) 484-3293
General Flooring & Tile Returns
We will accept general returns on flooring and tile orders, with a 1 carton minimum and within 90 days of purchase. Returns must be in the same quantity measurement purchased - if purchased in cartons, we will not accept single sheets or pieces. All wood flooring manufacturers recommend that you purchase 5% additional flooring to use as a waste factor. We do not take back waste or leftover flooring pieces. General return products must be in resalable condition and in their original packaging.
The following flooring-related items are not eligible for general return, and 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 is and may not be an exact match to your flooring color)
Tile Trim (Including Chair Rails, Bullnoses, decorative accents, etc)
Installation materials: adhesives and trowels
Underlayment
Cleaning materials
Flooring from Mohawk Industries that is under 5 cartons or $50.00, whichever is greater
All Sample products
Defective Flooring & Tile Returns
Defective returns for flooring products will not incur a restocking fee. Defective returns must be requested within 90 days of when the order was received.
Appliance Returns Policy
You may initiate a return for an appliance within 30 days of purchase (Exclusions below).
To ensure eligibility, appliance returns can only be set up over the phone with our Appliance Specialist Team: (855) 484-3292.
Returns must meet the following criteria:
Return must be set up within 30 days of purchase
Product must be in original, factory sealed packaging with all associated literature and warranty cards in original condition
Product cannot have been installed or used
Post purchase rebates cannot have been claimed
Product cannot be special order, made to order, clearance/liquidations/closeout or final sale
Products must be returned using the same shipping method as it was originally shipped
Photos are required to ensure product is in original packaging
Build with Ferguson and Build with Ferguson Network affiliates reserve the right to deny any return if criteria is not met.
Furniture Returns Policy
As stated on each furniture product page, all furniture purchases are final. Please take the time to thoroughly research the products before proceeding through checkout.
We understand that occasionally items are purchased that do not fit our customers’ needs. If this is the case, please contact our customer service team immediately so we can correct the purchase prior to the item being shipped from our warehouse. If the warehouse has processed the order, we may not be able to cancel or change the item on the order.
If the item is found to be damaged during shipping, and you notice the damage upon delivery and/or inspection, do not sign nor take possession of the item. If delivery is accepted but you notice damage shortly after, provide pictures of the damaged box and product within the first 48 hours. Carriers only allow two business days to file a freight claim. Contact our customer service team immediately to report damages.
If there is no physical damage but the item has a defect that hinders its usability for the purpose of which it was designed, please contact us immediately to have this resolved with the manufacturer.
- How will my order be shipped?
- How long will it take to get my order?
- What is Freight Delivery?
- Will the freight delivery service bring my shipment inside?
- How long will it take to get my freight order?
- Does my order qualify for free shipping?
- How much will it cost if my order doesn’t qualify for free shipping?
- Where do you ship to?
- Can my order be shipped to a P.O. box?
- Can my order be shipped to an APO/FPO/DPO address?
- What happens after I place my order?
- Where can I find the manufacturer warranty info?
- My product is on backorder, what do I need to know?
- Can I change my address after my order is placed?
- My purchase was damaged in transit. How do I return it, request a replacement, and/or file a claim?
2: How long will it take to get my order?
Shipping times refer to when an item leaves the warehouse, not when it will be delivered. Delivery dates will vary depending upon the method you choose.
Here are some common standard shipping options:
- Standard Ground Shipping: 1-5 business days. This is the delivery method used for orders that qualify for free shipping.
- Second Day Air: Shipment time is 2 business days. The day following the ship day is the first day. For example, an item that ships on Friday (not counting Saturday or Sunday) will arrive on Tuesday.
- Next Day Air: Shipment time is 1 business day. An item will be delivered the following business day if the carrier receives that item prior to their daily cut-off (varies by carrier). NOTE: When choosing this method, please be aware of the product's expected shipment time. This is when the item is expected to leave the warehouse, and will be listed on the product information page.
3: What is Freight Delivery?
Freight delivery is the method used to transport heavy or oversized items, as well as large-quantity shipments. Products are loaded onto a semi-truck and delivered curbside. Watch our freight delivery video for more information.
6: Does my order qualify for free shipping?
Free shipping is available for standard ground shipping on orders over $49 and for freight orders over $1499 within the contiguous United States. Some restrictions may apply, always check the shipping on the shopping cart page after entering the ship-to zip code.
12: Where can I find the manufacturer warranty info?
Each product sold by Build.com includes its full-factory manufacturer warranty, which can be found on the product page. If you have a warranty inquiry on an item you purchased from Build.com, we can provide additional information to contact the manufacturer directly.
13: My product is on backorder, what do I need to know?
Occasionally, an item is out of stock and is on backorder.
Backordered items are charged in full at the point-of-sale, just like in-stock items. This is to reserve the item with the manufacturer or, in some cases, reserve an item that's made to order.
Within 24 hours of the order placement, we'll notify you via email if items are backordered and the estimated shipping date.
Prior to the shipping date, we will verify with the manufacturer or shipping warehouse that we are on track to ship. We'll notify you via email if there is a reason for additional delay.
If backordered items are confirmed as not shipped, the order CAN BE cancelled. Items that have left the manufacturer or original storage facility CANNOT be cancelled.
To cancel a backordered item, contact customer service and we'll do our best to halt shipment. We'll confirm your cancellation via phone or email, and credit or update your order.
14: Can I change my address after my order is placed?
Unfortunately, once you have placed your order we are not allowed to change the address. Once the order has been placed, we are no longer able to alter the shipping address due to variances in tax laws from state to state. Please make sure that all of your shipping information is correct before placing your order.
15: My purchase was damaged in transit. How do I return it, request a replacement, and/or file a claim?
If you notice damage while the carrier is on site, DO NOT take possession of the damaged product(s). Instead, take a picture of the damage, gather copies of the paperwork from the carrier (if possible), and refuse delivery. Next, contact the customer service team.
If you notice damage after delivery (concealed damage), take pictures of the damage, and complete the return online, or contact the appropriate customer service team. Items shipped via ground shipping must be reported within 30 days. Freight carriers only allow two (2) business days after delivery to file a freight claim. You may set up a claim online through your account.
You may also log into your account to access our return request tool. When setting up the return please select “it was damaged in shipping” as the return reason. In the description please give us as much detail as possible of the damage. You will be prompted to upload three (3) photographs of the damage.
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.
For more information, please visit our Shipping Policy Page.
Build.com and Build.com Network affiliates are 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 material.
Build.com is required to collect sales tax for items shipped to destinations in the United States. As of July 1, 2019, Build.com collects sales tax in all U.S. states unless a valid Sales & Use Tax Resale Certificate is presented prior to purchase. For more information, click here.
If Sales Tax has been charged on a recent order and you need to take advantage of your tax exempt status, please ensure that the exemption on file is current and for the state that you shipped to. Visit your Account Details Page, clicking the 'Go to TTR' button and address any incomplete or expired certificates and submit. Once submitted, email BLD-Taxexempt@Ferguson.com to facilitate a refund. If you have further questions contact a Build.com representative at 800-375-3403, or email cs@build.com.
We currently accept the following forms of payment:
Amazon Payments: Amazon Payments allows members to establish an account for easy payment at checkout. For more information, visit: https://payments.amazon.com/sdui/sdui/home
Build Pro Credit: Verified pros can purchase from Build.com and our network of sites using an approved line of credit. Please contact us for more information on setting up and using an account, or if you have a verified pro account visit this page for more information: https://www.build.com/trade-credit
Check: Once you've created your cart on one of our sites, contact us and we'll help by getting you additional information and assist with processing your order.
Credit cards: VISA, MasterCard, Discover, and American Express. Your card must have a verifiable billing address.
PayPal: PayPal allows members to have a personal account linked to any bank account or credit card for easy payment at checkout. Visit: https://www.paypal.com.
Wire transfers: Once you've created your cart on one of our sites, contact us and we'll help by getting you additional information and assist with processing your order.
Sales tax does not apply to purchases made by the United States Government. In order to document that a sale has been made to the U.S. Government, on your Account Details Page, click the 'Go to TTR' button and follow the prompts to select the states you're shipping too. Supply one of the following and submit
Federal tax ID certificate
Certificate of exempt status
Government Voucher
Check from the U.S. Government payable to Build.com
Everything can be filled out online and approved quickly. Once approved you'll check out tax free.
4. I have tax-exempt status, can you set my account to be Sales Tax Exempt?
On your Account Details Page, click the 'Go to TTR' button & follow the prompts to get the correct certificates for the states you're exempt in. Everything can be filled out online and approved quickly. Once approved you'll check out tax free.
If you have further questions contact a Build.com representative at 800-375-3403, or email cs@build.com.
Effective August 1, 2020 we discontinued direct fulfillment shipping services to Canada. However, we are happy to fulfill orders to US domestic addresses, such as international freight forwarding service providers. Return requests submitted on or after August 1, 2020 will be supported per the terms of our standard return policy. Please review the following additional considerations for returns from Canada.
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 being returned 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 additional processing time.
We strive to streamline the returns process. Please be aware that whether you have a general or defective return, anytime you send something back across the border, certain documents are required by customs to clear the shipment. We'll provide you with these documents along with detailed instructions where to place them when you return the items to ensure 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.
Your order can be tracked online 24/7 by logging into your account. Click the "My Account" link at the top or bottom of any Build.com page to login and view your orders and their current status.
You will receive an emailed tracking number once your complete order has left our Iowa consolidation center and has been successfully shipped across the border. In some cases, you may receive a tracking number that shows a destination address in Waterloo, Iowa. This is tracking your shipment from our drop ship vendor to our Cross Dock center. You will receive a separate tracking number once the order has shipped across the border to its final destination.
Charges will include all applicable taxes and duties, and no COD fees will be charged at the time of delivery.
Our Canadian customers will pay taxes based on the province they live in. Taxes will either be the 5% GST + appropriate PST or the combined HST. You are also charged appropriate duties at the time of purchase. By ordering goods from Build.com, you hereby authorize Build.com's licensed Canadian customs broker, chosen by Build.com, to act as your agent, and to transact business with the CBSA (Canada Border Services Agency) to clear your merchandise, account for duties and taxes, to return merchandise through Build.com's Licensed Canadian Customs Broker, and prepare and submit refund claims on your behalf for any merchandise that you return. You understand that the CBSA will send any refund of duties and taxes that were paid on the returned merchandise to the broker, and that you will obtain the refund directly from Build.com. In this connection, you also authorize the customs broker to endorse any refund cheque issued by the CBSA in your name, so that Build.com can be reimbursed.
You shall, in connection with your use of any of Build.com's websites & services, comply with all applicable import, export, and re-export control laws and regulations of any country, including:
- U.S. Export Administration Regulations
- U.S. International Traffic in Arms Regulations
- Council Regulation (EC) No 428/2009 on the control of exports of dual-use items and technology
- Country-specific economic sanctions programs or embargoes adopted against countries or individuals under any applicable national or international legislation, including any measures implemented by the U.S. Office of Foreign Assets Control
Access Lighting Contact Information
1-800-828-5483
1-843-377-8642
1-800-223-3900
1-877-304-3785
1-866-203-5607
1-818-882-6028
1-877-254-4729
American Biotech Supply Contact Information
1-800-648-4041
American Standard Contact Information
1-800-442-1902
1-800-435-6959
1-800-527-1953
Arctic King Contact Information
1-866-646-4332
Artisan Grills Contact Information
1-866-203-5607
1-866-319-5473
1-800-334-0455
1-800-566-1986
1-888-722-6488
Berenson Contact Information
TBD
Bertazzoni Contact Information
1-866-905-0010
1-800-451-5782
Blaze Grills Contact Information
1-866-976-9510
1-800-438-6788
1-800-944-2904
Bosetti Marella Contact Information
1-800-375-3403
1-949-417-5207
1-877-345-2749
1-800-637-1453
1-800-225-7727
Cal Lighting Contact Information
1-800-321-6677
Capital Cooking Contact Information
1-866-402-4600
Casablanca Contact Information
1-888-830-1326
Cavaliere-Euro Contact Information
1-800-509-5070
Char-Broil Contact Information
1-866-239-6777
Chicago Faucets Contact Information
1-847-803-5000
1-630-539-6850
1-855-520-1559
1-800-375-3403
1-855-770-5678
1-516-931-9090
1-800-263-2629
1-888-328-2383
1-866-332-6528
1-800-345-3358
Deltana Contact Information
1-800-665-2226
1-866-731-8378
1-800-835-4429
1-770-931-3575
DVI Lighting Contact Information
1-855-384-5483
1-847-324-5900
Easy Track Contact Information
1-800-562-4257
1-866-356-1992
1-866-319-5473
1-800-543-6163
Elco Lighting Contact Information
1-800-522-2626
Electrolux Contact Information
1-877-435-3287
Elegant Lighting Contact Information
1-888-388-3390
1-800-728-8018
Elk Lighting Contact Information
1-800-613-3261
1-800-223-5529
1-800-237-6511
Emtek Contact Information
TBD
1-508-358-5353
Fanimation Contact Information
1-888-567-2055
1-800-969-3347
1-800-523-9361
1-800-443-1410
1-800-626-5771
1-800-514-2143 (ext 1)
1-800-541-6645
Frigidaire Contact Information
1-800-374-4432
Fulgor Milano Contact Information
1-888-700-9778
1-800-432-2737
1-866-454-3526
1-949-417-5207
1-866-342-4089
Globe Electric Contact Information
1-888-543-1388
1-888-850-7928
1-800-375-3403
1-800-423-3531
1-800-325-9995
1-800-334-0455
1-918-241-4166
1-800-223-3902
1-800-772-0739
Hickory Hardware Contact Information
1-877-556-2918
Honey-Can-Do Contact Information
1-877-242-2636
1-800-233-1940
1-800-880-3639
1-888-227-2178
Ice-O-Matic Contact Information
1-800-423-3367
1-800-951-4192
1-916-388-1888
Insinkerator Contact Information
1-800-558-5700
1-800-288-4002
Jamison Collection Contact Information
TBD
1-800-536-6247
Justice Design Group Contact Information
1-213-437-0102
1-888-452-5547
1-800-375-3403
Kingston Brass Contact Information
1-877-252-7277
KitchenAid Contact Information
1-800-422–1230
1-877-289-5623
1-800-456-4537
1-866-319-5473
1-800-221-7977
1-800-775-0703
1-800-243-0000
Liberty Hardware Contact Information
1-800-542-3789
1-866-543-2437
Lite Source Contact Information
1-909-597-8892
1-888-588-7661
Lynx Grills Contact Information
1-888-289-5969
1-844-724-2273
1-800-223-3900
Marvel Scientific Contact Information
1-800-223-3901
Mastercool Contact Information
1-800-643-8341
1-800-486-2946
1-888-231-8817
1-800-344-1274
1-800-992-8368
Minka Aire Contact Information
1-800-221-7977
1-800-221-3379
1-877-742-4703
Mistubishi Contact Information
1-800-433-4822
1-800-289-6636
1-866-820-8686
National Chemicals Contact Information
1-800-533-0027
Newport Brass Contact Information
1-949-417-5207
1-866-766-7489
1-973-239-7272
1-866-292-7292
Park Harbor Contact Information
1-800-221-3379
1-800-438-6673
1-800-732-8238
Primo Lanterns Contact Information
1-225-296-6610
1-800-221-3379
Progress Lighting Contact Information
1-800-447-0573
1-631-273-2700
Quorum International Contact Information
1-800-934-8176
R. Christensen Contact Information
TBD
1-800-619-5446
Rev-A-Shelf Contact Information
1-800-762-9030
1-800-621-9419
1-800-877-2376
1-800-777-9762
1-877-314-7455
1-800-726-7864
Schaub and Company Contact Information
1-800-375-3403
1-888-805-9837
1-800-726-8762
Sedona by Lynx Contact Information
1-888-289-5969
1-800-237-4277
Shasta Vent Contact Information
1-844-742-7828
Signature Hardware Contact Information
1-866-855-2284
1-800-982-5839
1-888-763-4782
Smokehouse Contact Information
1-877-386-3811
1-513-772-9410
1-800-783-7546
Stiebel Eltron Contact Information
1-800-582-8423
1-800-932-4267
1-877-386-3811
1-844-322-2111
1-800-992-8368
1-800-325-7008
1-800-796-6667
1-800-527-1953
Tech Lighting Contact Information
1-847-410-4400
The Great Outdoors Contact Information
1-800-221-7977
Thor Kitchen Contact Information
1-877-288-8099
1-800-499-9095
1-888-295-8134
1-800-779-2547
1-866-591-7792
1-888-845-4641
1-888-604-8666
Weiser Lock Contact Information
1-800-501-9471
Westinghouse Contact Information
1-888-417-6222
1-866-698-2538
1-800-527-6690
1-877-350-5215
Wyndham Collection Contact Information
1-888-522-8476
1-888-880-8368 (ext 8368)
1-800-681-9943
1-855-663-9876