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.\
I am unable to reach the site. What should I do?
Our website has been updated as of 30 Sept, 2022. In the event you encounter an error page when attempting to connect to the HD Supply site, please ensure you are using the address https://hdsupplysolutions.ca or that saved bookmarks are updated with the URL https://hdsupplysolutions.ca
How to I translate a page to 'English' or 'French'?
Head over to the top right corner on our home page and select a language from the dropdown to proceed.
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.
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:
- Phone: 1-888-558-6111
- Email: HDSCFM.CREDITAPP@HDSupply.com
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.
How do I cancel a Special Order request submitted online?
To cancel a request submitted online, please email us with « Cancel Special Order Online Request » in the subject line. Please include your account information and the date you submitted the request in your email. Your request cannot be cancelled once it has been ordered and/or shipped.
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.