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FREQUENTLY ASKED QUESTIONS

If you have an inquiry that is not listed, please send an email to our Customer Service team or call 1-800-782-0557.

Online Ordering

Do I have to register before ordering?

Yes, you will need to register and create an account online to receive pricing and discounts associated with your account or business group. A customer service representative will confirm your account information and contact you within 48 hours. If you have any questions, call 1-800-782-0557 or register online.

How do I cancel an order after I have submitted it online?

Call Customer Service at 1-800-782-0557 as soon as possible and tell them you want to cancel a web order.\

My Account

How do I manage my account details and contact information?

Use My Account page to manage all HD Supply transactions, monitor credit activity, and to change contact information.

Log in to My Account and you can:

  • Edit Account - Change password and update email address
  • See Order History - Review past orders dating back to when your account was first opened
  • Check Invoices - Verify billing, payment due dates, and bill status
  • Review Orders - Access details for any order placed online, or by phone/email
  • Change Ship-To Address - Easily edit product ship-to location

Call Customer Service at 1-800-782-0557 as soon as possible and tell them you want to cancel a web order.

Product Information

What if I need a product that's not on your website or in the catalogue?

Our Special Orders team will help you find what you need and provide you with a quote. For large volume orders, they can also provide price quotes and bids in less than 48 hours. Visit our Special Orders page to get started!

Why don't all product descriptions include complete measurements?

While most measurements are listed in our catalogue and on our website, it's simply not possible to publish complete specifications for the thousands of products we stock and keep them current. Our Customer Care team is always happy to answer any questions about specific products via phone or email.

Distribution / Delivery

How soon will my order be delivered?

Order by 4PM local time (3PM in Manitoba, Saskatchewan, or British Columbia), and we will ship the same day. Most orders are delivered within 24-48 hours to most areas.

Ships From Manufacturer (Drop Ship)

What is the difference between 'factory direct' and 'ships from manufacturer' products?

‘Factory direct’ products are similar to ‘ships from manufacturer’ products. The ‘Factory direct’ products will evolve into and be identified as ‘ships from manufacturer’ items in the near future.

What is a "ships from manufacturer product?

To ensure we have the right assortment to keep your business running smoothly, we have extended our product offering through way of virtual skus. These products ship directly from our manufacturers to you and may be subject to extended delivery timelines.

How can i identify a ships from manufacturer product?

When viewing a product, you will see a “ships from manufacturer” banner.

When can i expect my order?

Your orders should arrive within 2-7 business days depending on where the product is shipping from. If the product is not in stock shipping times could be delayed. 

How can i track my order?

Please contact Customer Service at 1-800-782-0557 and one of our customer service representatives will be happy to assist in providing you with you order status and tracking details. 

I qualify for free shipping so why am i being charged for 'ships from manufacturer' products?

To service you better, ‘Ships from Manufacturer’ items ship from various locations using 3rd party delivery and as such these orders do not qualify for free shipping. 

Why do shipments arrive with a different driver than stocked items?

To service you better, ‘Ships from Manufacturer’ items ship direct from the manufacture, using 3rd party delivery.  

Can i use the same purchase order number for stocked and 'ships from manufacturer' products?

Yes, you can use the same purchase order number for one order. The same purchase order number will appear in the associated invoices to ensure you can process your invoices accordingly. 

Can i receive one invoice to process?

No, your stocked items will ship separately from ‘Ships from manufacturer’ items. Invoicing is automated and you will invoice once the item(s) have shipped. If you place an order containing both stocked and ‘Ships from manufacturer’ items, the same purchase order number will appear on your invoices.  

Can i purchase 'ships from manufacturer' products if my account is setup to not allow duplicate PO's?

Unfortunately, you will not be able to purchase "ships from manufacturer" items online. If you would like to order "ships from manufacturer" items or if you would like to have your account settings changed, please contact Customer Care by calling 1-800-782-0557. 

What is the return policy for 'ships from manufacturer' products?

  1. ‘Ships from manufacturer’ products are not eligible for returns.  See our full returns policy for details. 

We accept product back up to 90 days from the date of purchase. To return merchandise, call us at?1-800-782-0557?and we'll provide you with a Return Authorization Number (RA#) and arrange for your item to be picked up. Merchandise must be returned in unused, like-new conditions with a preauthorized RA# or credit cannot be issued. In case of an error such as damage, shortage or surplus items, claims must be reported within 7 days of delivery. In certain cases, a restocking fee may apply. 

Some items cannot be returned to HD Supply. These include: 

  • Non-stocked, special order, factory direct items or ships from manufacturers 
  • Warranty items 
  • Items that have a gas-powered engine 
  • Hazardous materials 
  • Tinted paint 

Please call?1-800-782-0557?to arrange a pickup and obtain a Return Authorization Number (RA#). Please use the original packaging materials, if possible

Why can't i order 'ships from manufacturer' products online?

  1. Accounts setup as ‘ships complete’, do not allow backorders and do not allow duplicate purchase orders are blocked from ordering ‘Ships from Manufacturer’ products online.  

Please call Customer Service at 1-800-782-0557 to speak to a Customer Service representative who will be happy to place your ‘Ships from Manufacturer’ products order on your behalf. 

Note, if your accounts is blocked from ordering ‘Ships from Manufacturer’ products, you must be logged out of your user account to view them. 

 

Product Returns

How do I make a return?

We accept returns up to 90 days from date of purchase. To return a product, call 1-800-782-0557 and we'll arrange to have the item picked up and returned free of charge. Merchandise must be returned in unused, like-new condition along with a pre-authorized Return Authorization Number (RA#) or a credit cannot be issued. Freight charges will apply to returned products denoted with +FREIGHT in the catalogue. In cases involving damages, shortage, or a surplus, claims must be reported with seven days of delivery. View our Return Policy for further details. Conditions will apply.

What if my package arrives damaged?

Please note any obvious damage next to your signature line at delivery. If you find damage after the driver has left, keep the original shipping carton for possible inspection by the carrier. Call Customer Service at 1-800-782-0557 to report claims within seven days of delivery and provide your customer number and invoice number.

Credit

What is the address for mailing payments?

Please remit to:

Mailing Address
HD Supply Canada, Inc
Accounts Receivable
70 Carson Street
Etobicoke, Ontario
M8W 4Z6
Phone: 1-888-967-8635
Fax: 1-800-620-2681
Email: HDSCFM.CREDITAPP@HDSupply.com

How do I contact Credit Services?

Credit Services can be reached at:

How do I obtain tax exempt status with HD Supply Canada, Inc?

An exemption certification must be included with your credit application. Please visit your province's or territory's website for the most current information.
The exempt certificate should be completed in its entirety and will normally include the following information:

  • Customer's name and address (same as Bill To on your customer account)
  • Tax ID, registration, or permit number
  • Description of customer's business activity
  • Description of property being purchased
  • Customer's signature and title
  • Effective date and expiration date (where applicable)
  • Type of exemption being claimed
  • Seller's legal entity name (HD Supply Canada, Inc)

Where do I send a copy of my tax-exempt certificate?

Email (HDSCFM.CREDITAPP@HDSupply.com) a completed copy of the exempt certificate to our Account Services department. Be sure to include your customer account number so we can correctly exempt your account.

Special Orders

How do I know my request for Special Order was received?

You will receive an email confirming the request was received by our team.

How soon will I receive a price quote for a Special Order?

You can expect to receive a price quote within 2-3 business days.

How do I place my order once I accept the price quote?

Once you are ready to order, email us with the quote number in the subject line and add any additional notes.

When can I expect delivery?

Most Special Orders are delivered to customers within 7-10 business days.

Can I request rush shipping?

Yes, please include any specific shipping requests in the « additional comments » box (for example, « Please expedite order via UPS Next Day Air »). You are responsible for all additional rush shipping charges.

Can I receive email notification of my online Special Order request?

At this time, there is no automated email notification of your submitted request. If you choose email as your preferred contact method, you should receive a quote confirmation within 2-3 business days.

What is the return policy on Special Orders?

Special Order items are non-returnable and non-refundable.