FAQ for 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 30 days of receipt. Items returned between 31 and 60 days after receipt will only qualify for a store credit. Items cannot be returned or exchanged after 61 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 or store credit (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
Must not have any writing on the original packaging
Must not be missing pieces
Must not be clearance/liquidations/closeout
Must not be furniture or paint
3. Is there a restocking fee?
In most cases, there will not be a restocking fee. However, If you bought the wrong product or size by yourself, you need to bear the shipping costs, but don't worry, under normal circumstances, we will give you other better solutions, you can contact: yy589842@gmail.com for specific operations.
4. The item I received was defective. How do I get a refund?
You may initiate a return for an incorrect item within 90 days of receipt for a full refund.
5. I received the wrong item. How do I get a 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.
6. How do I set up a return?
If you want to return the goods, please contact: yy589842@gmail.com
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.
Once the return has been approved, you will have 30 days to return the product(s). Because each vendor has their own return policy, we urge that you pack and ship the item(s) within the 30 days so that no delays or credit denials may occur.
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. How long do I have to use a store credit?
Store credit can be used at Build.com or any affiliate in the Build.com Network, without an expiration date.
14. My purchase was damaged in transit. How do I return it, request a replacement, and/or file a claim?
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.
After the return is set up, please hold the damaged product(s), along with any damaged packaging, for 30 days as the carrier may wish to pick up or inspect it. If after 30 days you have not been contacted by Build.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.
15. 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.
16. 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.
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17. Who do I contact if I need assistance with a return?
Please call one of our teams for help:
For most items, you may initiate a return for refund of the purchase price (not including shipping) within 30 days of receipt. Items returned between 31 and 60 days after receipt will only qualify for a store credit. Items cannot be returned or exchanged after 61 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 or store credit (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
Must not have any writing on the original packaging
Must not be missing pieces
Must not be clearance/liquidations/closeout
Must not be furniture or paint
3. Is there a restocking fee?
In most cases, there will not be a restocking fee. However, If you bought the wrong product or size by yourself, you need to bear the shipping costs, but don't worry, under normal circumstances, we will give you other better solutions, you can contact: yy589842@gmail.com for specific operations.
4. The item I received was defective. How do I get a refund?
You may initiate a return for an incorrect item within 90 days of receipt for a full refund.
5. I received the wrong item. How do I get a 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.
6. How do I set up a return?
If you want to return the goods, please contact: yy589842@gmail.com
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.
Once the return has been approved, you will have 30 days to return the product(s). Because each vendor has their own return policy, we urge that you pack and ship the item(s) within the 30 days so that no delays or credit denials may occur.
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. How long do I have to use a store credit?
Store credit can be used at Build.com or any affiliate in the Build.com Network, without an expiration date.
14. My purchase was damaged in transit. How do I return it, request a replacement, and/or file a claim?
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.
After the return is set up, please hold the damaged product(s), along with any damaged packaging, for 30 days as the carrier may wish to pick up or inspect it. If after 30 days you have not been contacted by Build.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.
15. 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.
16. 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.
Back to Top
17. Who do I contact if I need assistance with a return?
Please call one of our teams for help: