Returns & Exchanges

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Create a Return Goods Authorization Form (RGA)

You can create a return (RGA) form online by signing in or by entering your order number and email address. Choose an option below to create a return.

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No Restocking Fee for 30 Days

Create a return within 30 days of receiving any product and pay no restocking fee. Between 31 and 90 days of receipt, returns are subject to a 10% restocking fee, and returns from 91 days to 1 year are subject to a 20% restocking fee. Products may only be returned for up to one year from the date of purchase. Click here to create a return.

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Ordered the Wrong Products

If you have ordered the wrong product, please use our online return tool to create and print your RGA form. You can also call or email our Customer Service Team to set up the return for you. The products must be returned in new and unused condition in the original packaging. The RGA form must be included in the box. The customer is responsible for all shipping charges associated with the return or exchange. There will be no restocking fee if you exchange the item by placing a new order or if you return the item within 30 days of receipt. After 30 days, a restocking fee will be applied.

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Received Defective Products

SupplyHouse.com must be notified of defective products within 14 days of receipt. Please use our online return tool to create and print your RGA form. You can also call or email our Customer Service Team to set up the return for you. Return the defective product immediately in the same box it was received in with the original packaging (be sure to include all pages of the RGA form). For fastest replacement, we can place a new order for the replacement items and ship them out to you as soon as possible (you will be credited for the full amount of the original order when we receive your return). If you do not place a new order, we will ship your new items after we receive your return. SupplyHouse.com will pay the shipping cost associated with the replacement. There will be no restocking fee if you set up a return or replacement within 30 days of receipt. After 30 days, a restocking fee will be applied.

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Replacing Items Under Manufacturer Warranty

SupplyHouse.com honors all manufacturer warranties for our products. If you are experiencing an issue with a product purchased through SupplyHouse.com that is still covered by a valid manufacturer's warranty, please contact a Customer Service Representative. SupplyHouse.com will advise you of the next steps for getting your replacement as fast as possible. In some cases this will require you to troubleshoot the issue with the manufacturer directly to obtain a case or claim number. Because of the nature of warranty claims, this process can sometimes take several business days. We will do everything we can to minimize the wait and resolve your issue.

In many cases, larger items that are malfunctioning will not be eligible for a whole unit exchange; examples inlcude boilers, water heaters , and air conditioning units. Warranty policies for such items typically cover parts only and labor costs are rarely covered. Most manufacturer warranties will allow for replacement only. Items are generally not eligible to return for credit. Customers are responsible for the shipping costs to send the warranty item back to us and SupplyHouse.com will pay the shipping costs to send out the replacement.

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Received a Damaged Package

If a damaged package is left at your door, please contact us immediately using our online return tool to create and print your RGA form. You can also call or email our Customer Service Team to set up the return for you. For fastest replacement, we can place a new order for the replacement items and ship them out to you as soon as possible (you will be credited for the full amount of the original order when we receive your return). If you do not place a new order, we will ship your replacement items after we receive your return. All returned products must be unused and in the original packaging. The RGA form must be included in the box. There will be no restocking fee if you set up a return or replacement within 30 days of receipt. After 30 days, a restocking fee will be applied.

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Received Incorrect Products (Not What You Ordered)

It is rare that SupplyHouse.com sends out the wrong products, as we double check every order. However, if you receive an incorrect product, you must notify SupplyHouse.com within 5 days of delivery by using our online return tool to create and print your RGA form. You can also call or email our Customer Service Team to set up the return for you. For fastest replacement, we can place a new order for the replacement items and ship them out to you as soon as possible (you will be credited for the full amount of the original order when we receive your return). If you do not place a new order, we will ship your replacement items after we receive your return. All products must be returned in new and unused condition in the original packaging. The RGA form must be included in the box. There will be no restocking fee for the first 30 days. After 30 days, a restocking fee will be applied to the return.

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Freight Packages − Please Inspect Upon Delivery

Please inspect all freight packages carefully before signing for them. If a package looks damaged in any way as a result of the shipping process, please do not sign for it. Refuse delivery and contact a SupplyHouse.com customer service representative immediately with a description of the damage. We will contact the freight company and begin a claim so that we can send a new product to you right away. If you are unsure whether the shipment looks damaged or not, please inspect it further and open it in front of the driver before signing that it has been received. It is your right as a customer to 15 minutes of the driver's time in order to fully inspect any freight packages. In the event that you notice concealed damages after the driver has left, you must notify SupplyHouse.com within 5 days of receipt. Note: if you would like a lift gate, there is no extra fee.

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All Other Returns

All returns that don't fit into one of these categories are eligible for return within 1 year of receipt of the product. There will be no restocking fee if your return is set up within 30 days of receiving the product. After 30 days, a restocking fee will be applied to the return. Please use our online return tool to create and print your RGA form. You can also call or email our Customer Service Team to set up the return for you. All items must be returned in their original packaging and your RGA form must be included in the box.

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Changing Your Order Before It Has Shipped

We are able to make changes to orders that have not yet been shipped if you contact us immediately after placing the order; please be prepared with your order number. At SupplyHouse.com, we work hard to ship orders as quickly as possible, and your order could ship within a few hours of being placed. Unfortunately, we are unable to make any changes to an order once it has left our warehouse.

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Cancellations

SupplyHouse.com must be notified of all cancellations by phone. Orders can only be cancelled before they have shipped. If you wish to cancel an order that has already shipped, you will need to set up a return and send the material back with an RGA form. You can set up your return and create your RGA form by using our online return tool or calling customer service. The customer is responsible for the initial shipping charges for the order and the shipping charges associated with the return.

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Return Procedure

  • Use our online return tool to create a Return Goods Authorization (RGA) or call customer service at (888) 757-4774 to set up an RGA over the phone.
    • Your RGA form MUST be included in the return package.
  • Pack the item(s) securely in the original product packaging.
    • Include all paperwork, parts, and accessories.
    • All returned items must be brand new, unused and in their original packaging.
    • Do not write on or place shipping labels directly on manufacturer packaging.
    • Returned items will be inspected upon arrival.
  • Send the return package to the address listed on your RGA.
  • The return package can be sent using the carrier of your choice. Keep the tracking number to monitor delivery status.
  • You can expect a refund in the same form of payment originally used for the purchase within 5-10 business days of our receipt of the returned items.

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International Returns

We no longer ship to any location outside of the United States, however, customers with existing orders will still be fully covered under our return and warranty policies. If you need to process a return or warranty claim for an item and you are outside of the US, please call (888) 757-4774 and we'll be happy to get you set up.

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When item
was purchased
Restocking
Fee
Within the
last 30 days
0%
31 days
to 90 days
10%
91 days
to 1 year
20%

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SupplyHouse.com
P.O. Box 416
Farmingdale, NY 11735

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