Here are answers to some of our most Frequently Asked Questions. For other questions you'd like answered, please
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| Our management company is planning to remodel several properties... Can you help? |
Sounds like a perfect project for our Renovations team! Call them at 1-800-431-3002. Our team of pros will place and fill large orders quickly, provide product specs for your rehab projects and - no matter what the project size - get you the help you need to make sure your project is a success! |
| If I want to talk to someone, what are your numbers and hours of operation? |
Call our Web Support Team toll-free Monday - Friday, 4 am - 6 pm PST, at 1-877-694-4932 or email customercare@hdsupply.com (Subject Line: HD Supply Facilities Maintenance). |
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| How Do I apply for HD Supply Facilities Maintenance Credit? |
Simply click on Customer Support from the menu bar and select 'Apply for Credit'. Click on the credit application link to print out the pdf form. Once completed, fax the form in to our Account Service department at 1-800-283-8883. |
| Online Ordering & Services |
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| How do I cancel an order after I have submitted it online? |
As soon as possible. Simply call our Web Support Team at 1-877-694-4932 and tell them you would like to cancel a web order. |
| What is a Source Code? |
To take advantage of special offers you have seen online or in a HD Supply Facilities Maintenance promotional mailer, you must use the appropriate "Source Code." This 3-character code is usually found on an email promotion or near the address label of any HD Supply Facilities Maintenance mailed catalog or flyer.
Click here to see an example.
| What is a Source Code? |
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| To take advantage of special offers you have seen online or in HD Supply Facilities Maintenance promotional mailers, you must use the appropriate "Source Code." This 3-character code is usually found on an email promotion or near the address label of any HD Supply Facilities Maintenance mailed catalog or flyer. |
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| Can I view all of my web orders? |
Yes you can. After you log in, check the "Review Orders" folder to find all your web orders. |
| When do tax and shipping charges show up on my order? |
Tax and shipping charges do not show up while placing an order. The charges appear on your shipping email confirmation as well as your invoice. Also, once your order has shipped, your total amount, including applicable charges, will be stored in your "Review Orders" folder. |
| What if I forgot my user name or password? |
Not a problem - if you forgot your password, simply click "Forgot Your Password?" on the home page. Please call our web support team at (877) 694-4932 or email us to retrieve your username. |
| Does the $5 handling fee apply to web orders under $50? |
Yes it does apply to all web orders under $50. |
| Can someone from HD Supply Facilities Maintenance download a product list into a saved list for me? |
Sure we can. Simply tell your sales representative to give the eBusiness Coordinator your list of items. Once the items have been downloaded into your saved list, you can add as many items as you would like later and as often as you wish. |
| Can I request a catalog online? |
Yes you can - simply go to the home page at hdsupplysolutions.com and click "Request a Catalog" from the menu called "Resources". You will then fill in your shipping information to receive the catalog. |
| How do I know the site is secure? |
HD Supply Facilities Maintenance understands your concern about entering confidential information online. Every area of our site that asks for confidential information (i.e. credit card numbers, billing information) is secure. You will notice that whenever you are in a secure area of our website that the "Security" or lock icon in the top and/or bottom toolbar of your browser will be "locked" and highlighted. |
| I just registered and placed my order. I am usually invoiced for my supplies so why am I being asked for my credit card number? |
If you didn't enter your HD Supply Facilities Maintenance account number in the Customer Number field, the system will not know to link your accounts. If the "Invoice Me" option is not showing please call 1-877-694-4932. |
| Why is my special pricing not shown on my order confirmation? |
When you place an order at hdsupplysolutions.com the first email informs you that we received your order - this is your order confirmation. Your special pricing will appear in the next email you receive - this is your shipping confirmation. If the shipping confirmation email still does not have your correct pricing please contact Web Support at 1-877-694-4932. |
| In my shipping confirmation email, part of my order is not listed. What happened to those items? |
Sometimes when items are out of stock in your local warehouse they will be shipped from the next closest warehouse to ensure you will get your order in a timely manner. Those items will have their own shipping confirmation email. |
| Is it possible to receive an email notification of my phone and fax orders? |
Get Email Confirmations on ALL orders. You can choose to receive Order and Shipping Confirmation emails for every order: Phone, Fax and Web. Simply login and click "My Account". In the Email Conformations box select "All orders at my property" and then "Update Profile". If you manage more than one property, you can get Order and Shipping Confirmation emails for each property for which you have an open web account. You may register new accounts by clicking " Register to Order" from our Home page. |
| How can I update my profile online? |
Click "My Account" at the top of the home page. If you have any additional changes to your profile please contact web support at 1-877-694-4932. |
| How do I change my password? |
Click "My Account" at the top of the home page. Simply follow the instructions in the Change Password box. |
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| How do I make sure I receive the "promotional price" for an item online? |
To take advantage of special offers you have seen online or in a HD Supply Facilities Maintenance promotional mailer, you must use the appropriate "Source Code." This 3-character code is usually found on an email promotion or near the address label of any HD Supply Facilities Maintenance mailed catalog or flyer.
Click here to see an example.
| What is a Source Code? |
Close |
|
| To take advantage of special offers you have seen online or in HD Supply Facilities Maintenance promotional mailers, you must use the appropriate "Source Code." This 3-character code is usually found on an email promotion or near the address label of any HD Supply Facilities Maintenance mailed catalog or flyer. |
| Please Note: Your Source Code discount will be reflected during the checkout process. Your savings will be calculated and the correct total will be shown during the Price & Availability Check. |
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| Where can I find my updated pricing? |
When you place an order on hdsupplysolutions.com, the site provides a real-time Price & Availability Check before the order is submitted. This allows you to make decisions about back orders, see estimated shipping times and review pricing. |
| I just registered and placed my order. I am usually invoiced for my supplies so why am I being asked for my credit card number? |
If you didn't enter your HD Supply Facilities Maintenance account number in the Customer Number field, the system will not know to link your accounts. If the "Invoice Me" option is not showing please call 1-877-694-4932. |
| Why is my special pricing not shown on my order confirmation? |
When you place an order at hdsupplysolutions.com the first email informs you that we received your order - this is your order confirmation. Your special pricing will appear in the next email you receive - this is your shipping confirmation. If the shipping confirmation email still does not have your correct pricing please contact Web Support at 1-877-694-4932. |
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| Why don't all of your product descriptions include complete measurements? |
Even in an online setting, it is not possible to publish complete product specifications for the thousands of products we carry and also keep them current on a daily basis. We do however list most of them in our catalog and web site. We will also be happy to answer your questions about specific products via phone or e-mail at the time you're ready to order. |
| What if I can't find the item I need in your catalog? |
Our experienced team of Special Order pros will find a source for what you need from among the hundreds of manufacturers we work with every day. This group can also provide price quotes and bids for large volume purchases in less then 48 hours. Call our Special Order department at 1-800-431-3003 or contact us via e-mail. |
| Product Returns and Damaged Goods |
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| How do I return items if I order the wrong thing online or the products don't work out? |
We've developed our Hassle-Free Return Policy to make returns as easy as possible for you. We accept product back in its original packaging up to 90 days from the date of purchase and we include an "Authorized Return Service" (ARS) label on all returnable shipments. To return merchandise, use the ARS label included with your package. Please complete the information, reseal your unused merchandise in the box, place the return label over the original shipping label and give the package to any driver from HD Supply or UPS. Please note that if you paid freight to receive an item, freight charges may apply to return the item. Certain items may not be returnable or may have specific return instructions. If you have questions about our Hassle-Free Return Policy, please call us at 1-877-694-4932. |
| What do I do if my order arrives damaged? |
To help us serve you better, please note any obvious damage or shortage next to your signature at the time of delivery. If you later find hidden damage or shortage, be sure to keep the original shipping carton for possible inspection by the carrier. Please make all damage or shortage claims within three days of delivery, and include your customer and invoice numbers. If you'd like to make a claim now, contact us here. |
