Frequently Asked Questions
- How do I send my return?
- When and why do I have to pay a restocking fee?
- How do I cancel an order?
- I received store credit. Where can I use it, and for how long is it good for?
- When should I expect my refund?
- What is a Return Goods Authorization (RGA) and how long will it take to receive it after I set one up?
- What is a PrePaid Label (PPL), and when will I receive it?
- What is a Bill of Lading (BOL), and when will I receive it?
- What is a call tag and how does it work?
- I purchased flooring, how do I return it?
- I checked out using my standard (non-guest) account. How will my refund be issued?
- I checked out as a guest. How will my refund be issued?
- My purchase was damaged in transit. How do I return it, request a replacement, and/or file a freight claim?
- I did not receive all my products, or some items are not what I purchased. What do I do?
- My purchase was lost in transit, what should I do?
We recommend using the packaging from the original shipment. Follow the instructions provided with the RGA number we sent via email. If you’re using a Pre-paid Label that we provided, then print the PPL, attach it to the outside of the box, and drop your shipment off at any UPS location. If you are not using a PPL that we provided, then please use a carrier that offers tracking (like UPS) and remember to provide us with the carrier and tracking information.
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 BOL that we provided via email. Do not attach the BOL to the shipment. Use the instructions provided to contact the carrier and schedule your freight pickup.
Most returns will not incur restocking fee charges. However, any order that receives customer-negotiated discounts may be subject to restocking fees. We do charge a 15% restocking fee on all Flooring and Tile general product returns. For more details about flooring purchases and returns, see ‘I purchased flooring, how do I return it?’
Cancellation requests must be processed by a customer service team member. Please contact the appropriate customer service team for immediate cancellation requests as our orders process quickly. Speaking with our service representatives allows us to review and process your request as quickly as possible. An order can only be cancelled if it has not shipped.
Store credit can be used at FaucetDirect.com or any affiliate in the Build.com Network, without an expiration date.
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.
An RGA is used as a reference to help us track returns. This identifies the return and associates it with your order number. It may take anywhere between 3 to 5 business days to process and issue an RGA.
A PPL is a prepaid label to return your item(s) via UPS. PPLs are provided for all returns set up by one of our customer service team members, or via the web. PPLs for defective returns are provided at no cost. For general returns, PPLs are provided by default and the cost of shipping will be deducted from your credit. PPLs will be sent as an embedded URL link in the body of your RGA email.
A BOL is used to return items via freight (semi-truck, LTL, etc.). This shipping method is used for bulky, heavy, or palletized products. The BOL will be automatically issued and emailed at no charge for defective returns. BOLs for general returns are created by our customer service representatives and are offered at a low-cost per-pallet-flat-rate. The flat-rate freight amount will be deducted from your credit for general returns. BOLs are emailed in a separate email, and will arrive after your RGA email with instructions and carrier contact information for scheduling pick-up timeframes.
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 $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.
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. Please review our General and Defective Return policy for Flooring & Tile below.
General Flooring & Tile Returns:
A 15% non-negotiable restocking fee, plus any associated return freight charges, will be deducted from all general flooring and tile return credits.
We will accept general 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 leftover flooring pieces. General return products must be in resalable condition and in their original packaging. Items must be returned within 60 days of receipt, some restrictions may apply.
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 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 Sale items
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.
For customers that checked out using a standard account, general return refunds requested 1 to 30 days after receipt will be issued to the original payment method(s). If a combination of store credit and another payment method (credit card, PayPal, etc) were used on the original order, then store credit will be issued first. Once the full store credit amount has been refunded, then any additional amount due will be refunded to the second payment method used on the original order.
For customers that choose guest checkout, general return refunds requested 1 to 30 days after receipt will be issued to the original payment method. General returns requested 31 to 60 days after receipt will be denied unless a standard (non-guest) account is created.
Please contact the appropriate customer service team to assist. Once a standard account is active, then the general return window is extended to 60 days after receipt, where by any general returns after 31 days will receive store credit. Refer to ‘I checked out via my standard account. How will my refund be issued?’ for details.
For defective returns requested up to 90 days after receipt, the refund will be issued to the original payment.
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 appropriate customer service team.
If you notice damage after delivery (concealed damage), then take pictures of the damage, and contact the appropriate customer service team listed above. Carriers only allow two (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 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. Make sure to specify whether 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 it. If after 30 days you have not been contacted by FaucetDirect.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.
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.
If you believe you have received the wrong product, please verify the item number of the product you received against the order confirmation email and/or packing list. If anything does not match, please contact the appropriate customer service team so we can assist in getting the wrong item(s) returned and the order corrected.
In case of a lost shipment, please contact one of our customer service teams as soon as possible.