Frequently Asked Questions

Three ways, all equally good:

• Order yourself at supply-ontime.com
• Call or text 626-684-4060
• Text, chat, or email us your list and we'll build the order for you

If you'd rather not click through a cart, tell us what you need and we'll send a payment link.

No — you can check out as a guest. But an account lets you earn and redeem Privilege Club points, see order history, print invoices, reorder in one click, and start a return online.

Sign up with your email and a password on the Login page, then confirm the verification email. Your account holds your profile (total spent, total orders, saved addresses), your orders, your addresses, and your Privilege Club balance.

No. Points are linked to the email address you use at checkout. Create an account with that same email and your existing balance appears alongside everything you earn going forward.

Checkout stays locked until two things are confirmed: your delivery ZIP code and your delivery time. Enter the ZIP in the cart to verify we serve your address, then click Schedule delivery to pick a date and window. The button unlocks after that.

Product name, price, SKU, quantity selector, bulk pricing if the item qualifies, full description and specifications, plus how and where we deliver and the return policy for that item.

It's the fastest way for our team to find exactly the item you mean. If you're calling or texting an order in, read us the six-digit SKU from the product page — no ambiguity about size, grade, or brand.

Yes. Call or text 626-684-4060 to add items, change quantities, or adjust the delivery.

Reach us as early as you can — once materials are sourced and the route is built, changes get harder and the delivery fee generally can't be waived.

Yes. Contact us as soon as possible. If your materials haven't been sourced and the truck hasn't been loaded, cancellation is straightforward.

You get a confirmation by email or text as soon as payment succeeds, sent to whichever contact detail you gave at checkout.

Yes. Our catalog is large but not exhaustive, and some items — PSL, LVL, certain lumber grades, and some blocks — aren't listed online at all. Email order@supply-ontime.com or call with what you need and we'll source and quote it.

We contact you before doing anything. Usually we can offer an equivalent substitute or a different delivery date. If neither works, we cancel that line and refund it.

Talk to us. We source from several major suppliers and can often match a documented price from another local supplier. Send the quote to support@supply-ontime.com.

For qualifying items on larger projects, yes. Ask your rep — if the sample is inexpensive and your project is substantial, we'll usually bring it out with a delivery already heading to your area.

• Truck Bed (basic) — we bring your order to the nearest accessible spot and you or your crew unload it, so someone needs to be on site to meet the truck.
• Curbside (most popular) — we unload for you at the curb, within 5 feet of the truck. You don't need to be there.
• White Gloves (premium) — we carry your order through the first doorway, up to 100 feet from the truck, ground floor only. An adult must be present.

Truck Bed is cheapest, but only works if you have a crew on site to unload. If nobody will be there, choose Curbside — we unload and go. If you want material staged inside a ground-floor space, White Gloves.

It depends on the delivery type:

• Truck Bed — yes. Unloading is your crew's responsibility, so someone has to be on site to meet the truck and take the material off.
• Curbside — no. We unload for you within 5 feet of the truck, so nobody needs to be there. Just make sure there's a safe spot to park and room to stage the material.
• White Gloves — yes. An adult must be present, because we're carrying material into your space.

No. White Gloves is ground floor only, through the first doorway, up to 100 feet from the truck. If you need material moved further or upstairs, call us and we'll quote it separately.

Same-day delivery within a 4-hour window, Monday through Saturday. Or schedule ahead and get a precise 2-hour window on the day you choose.

Same-day orders get a 4-hour window because we're fitting you into routes already running. Scheduling ahead gets you a tighter 2-hour window on your chosen day.

Monday through Saturday, 6:00 AM to 6:00 PM.

Our standard delivery days are Monday through Saturday. For a Sunday job, call us and we'll tell you what's possible.

Orders under $200 may be rescheduled so we can optimize routing. If you need a small order urgently, call us and we'll tell you honestly whether it can make today's run.

Yes — 7,000 lbs per single delivery. If your cart goes over, the site prompts you to split the order or contact us, and we'll arrange multiple trucks.

No minimum. Note the under-$200 routing rule above if you need same-day.

We don't operate a warehouse, and there's no counter to pick up from. We source every order fresh from local retailers and wholesalers — Home Depot, Lowe's, Ganahl Lumber and others — and deliver straight to your site.

Our driver verifies both quantity and quality when collecting your materials, and again at your site. The order isn't marked delivered until you've accepted the goods.

Tell the driver before you accept. If you're rejecting part of the order for a quality or count issue, we update the delivery on the spot and bring the replacement out — with no second delivery fee. If you'd rather cancel the whole order, we can do that too.

Yes, for an additional stop fee. Call us to set it up.

Two things only: the total weight of your order and the delivery type you choose. No fuel surcharge and no per-mile charge inside our service area.

It depends on your order weight and which of the three delivery types you choose.

See the full rate table on the Delivery page →

Orders over 7,000 lbs need to be split across trucks — call us and we'll arrange it.

Yes. Your cart shows total order weight and the Truck Bed delivery cost. Curbside and White Gloves pricing appears at checkout when you switch delivery type.

Delivery is a real cost we don't hide inside product prices, so we don't zero it out. Privilege Club members do get a standing freight discount that grows with your tier — see the Privilege Club page.

Generally no — the truck still made the trip. The one exception is Curbside and White Gloves, where the fee can change if the weight we actually unload falls into a lower weight bracket.

Standard catalog deliveries have no separate time charge. Freight requests include a set amount of loading and unloading time, with a per-minute rate after that — the current allowances and rate are on the Freight Request page.

Los Angeles County, Orange County, San Bernardino County, and parts of Riverside County — over 100 cities. The Service Area page lists every city and ZIP code covered at the advertised flat rates.

Enter your delivery ZIP code in the cart. If we serve it, you'll be prompted to schedule. If not, you'll see "Sorry, we don't serve this area yet" — but don't stop there. Call us. We can almost always still deliver, just at a custom rate.

Yes, in most cases.

• Within 140 miles of our Arcadia hub (ZIP 91007) — a published per-mile rate on top of standard handling. See the Service Area page.
• Beyond 140 miles — we work with third-party freight carriers and can deliver nationwide. Call for a quote.

Yes, through freight and parcel carriers. Smaller items ship by parcel; anything oversized goes by freight. Contact us with dimensions, weight, and destination and we'll quote it.

• Los Angeles County — 70+ cities including Los Angeles, Pasadena, Long Beach, Alhambra, Arcadia
• Orange County — 20+ including Anaheim, Irvine, Huntington Beach, Santa Ana
• San Bernardino County — Chino, Ontario, Rancho Cucamonga and more
• Riverside County — Corona, Eastvale, Jurupa Valley, Norco

See the Service Area page for the complete ZIP code list.

You've already bought materials — from Home Depot, Lowe's, Ganahl Lumber, anywhere — and need them moved to your site. We pick up, load, and deliver them. You don't need to have bought anything from us.

A base fee set by weight and delivery type, plus a per-mile charge for the distance between pickup and dropoff. The base fee rises in 1,000 lb steps up to the 7,000 lb cap.

Current freight rates and a worked example →

You always see the final price before anything is booked.

Three things can add to the base fee:

• Loading time beyond the included allowance
• Unloading time beyond the included allowance
• Additional stops, charged per stop

The allowances and current charges are on the Freight Request page, and they're included in the quote we send you.

Fill out the form on the Freight Request page with your pickup location, dropoff location, total weight, preferred delivery type, and desired date. We review it and send back a custom order with final pricing before anything is booked.

Yes — Privilege Club members get a freight discount that increases with tier. Current percentages are on the Privilege Club page.

Visa, Mastercard, American Express, Discover, Diners Club, Apple Pay, Google Pay, PayPal, Shop Pay, and Cash on Delivery.

Choose COD at checkout and pay the driver when your order arrives. There's a ceiling on how much you can put on COD, and it rises with your Privilege Club tier — current limits are on the Privilege Club page.

We review COD orders before dispatch and reserve the right to cancel them.

Yes for account and larger orders — contact support@supply-ontime.com to arrange it. The order ships once funds are received.

Yes, for Privilege Club members at Pro tier and above. The term length and ceiling depend on your tier — see the Privilege Club page. We send an invoice with a payment link.

Yes. We set up credit arrangements case by case — email support@supply-ontime.com with your business details.

Your card is authorized at checkout and captured when the order is finalized. If your order changes and the total drops, we only capture the lower amount.

Yes — there's a discount code field at checkout. Privilege Club point redemptions also come through as promo codes.

On the website, yes — qualifying quantities price down automatically in the cart. If you're ordering by phone, mention it and we'll verify the bulk price applies to your quantity.

Prices are subject to change without notice, since we source from live retail and wholesale markets. The price you pay is the one confirmed on your order.

90 days from the purchase date on new, unopened merchandise in its original condition and packaging.

Two ways:

• Log into your account, open the order, and create a return
• Email info@supply-ontime.com

We'll issue a return authorization and agree a pickup slot with you.

We pick up. There's nothing to ship back — we schedule a truck. Just have the items in their original packaging and placed somewhere the truck can park.

It depends why:

• Something's wrong with the product (defective, damaged, wrong item, short count) — nothing to pay. No pickup fee, we do the loading, and if you return the whole order you get the delivery fee back too.
• You changed your mind — free if your timing is flexible. Give us a 4-day window inside our service area and the pickup costs nothing. A fee only applies if you need a specific 2-hour window, or you want us to load the material.

No. We don't charge a restocking fee on any category, on any return.

If the product was faulty, nothing at all — we collect it and do the loading.

On a change-of-mind return inside our service area, it comes down to timing:

• Flexible — free. Give us a 4-day window and we'll fold the stop into a route already heading your way at no charge.
• Specific 2-hour window — that's a dedicated trip, charged at the same rate as a regular delivery of that weight. See the Delivery page.
• You want us to load it — Curbside or White Gloves rates apply, same as on a delivery.

Outside the service area, contact us and we'll quote it before scheduling.

• Opened or used products
• Gift cards and store credits
• Promotional and discounted items
• Concrete forms

Special-order items may also be non-returnable — we flag that in your order notes before you buy.

Once we've picked up and inspected the items, refunds go back to your original payment method within 10 business days. You'll get an email confirmation.

Email info@supply-ontime.com with photos right away. If the truck is still there, tell the driver before you accept — we'll swap it out and bring the replacement with no second delivery fee.

No. Contact us and we'll offer a replacement. If you'd rather return it, we schedule a pickup and we do the loading — no pickup fee. Quality issues are on us.

Yes, within 90 days on unused items in original packaging. The difference from a quality return is who handles the loading: it's on you, or we can do it at the Curbside or White Gloves rate. The pickup itself is free if you can give us a 4-day window.

Yes, and it's usually cheaper. On an exchange you skip the return fee and pay only the delivery fee for bringing the replacement. If the new item costs more, we invoice you the difference.

Yes — refunds include the sales tax you paid on the returned goods.

Our loyalty program. You earn points on every purchase and move up tiers based on what you spend in a rolling 90-day period. Higher tiers unlock better point rates, freight discounts, larger COD limits, payment terms, and faster returns handling.

Three tiers — Master, Pro, and Expert — based on what you spend in a rolling 90-day window. Moving up raises your points rate and your freight discount, lifts your Cash on Delivery ceiling, unlocks deferred payment terms, and moves your returns up the queue.

See the full tier comparison on the Privilege Club page →

Exactly $1. No conversion math.

The product subtotal — before tax and before delivery fees.

Log in, go to the Redeem section of your Privilege Club page, choose an amount, and you'll get a promo code to apply at checkout.

• 10 points for creating an account
• 10 points on your birthday
• Up to 20 points for following us on Instagram and Facebook

No — earned points do not expire. Tier status is based on your rolling 90-day spend, so your tier can move up or down over time.

Yes — small and medium builders are our core customers. Business accounts include company profiles, multiple job-site locations, multiple authorized buyers with per-user permissions, consolidated billing, and credit terms.

Contact support@supply-ontime.com with your company name, EIN, main contact, billing and shipping addresses, and who should be able to order. We'll set it up and confirm each buyer's permissions.

Yes. Each person can be set to ordering only or location admin. You can also save multiple job-site addresses so crews order to the right place.

Complete a California Resale Certificate (CDTFA-230). Ask us and we'll send you the form. You'll need:

• A valid seller's permit number
• A description of what you sell and what you're buying for resale
• Your signature — we can't sign it for you

Return the completed form and we'll apply the exemption to your account.

California takes it seriously. Under Revenue and Taxation Code §6094.5, knowingly furnishing a resale certificate to avoid tax on items you don't intend to resell can be a misdemeanor, and you're liable for the tax due plus a penalty of 10% of the tax or $500, whichever is greater. Only use it for genuine resale purchases.

Yes, on approved accounts. We email an invoice with a payment link, or you can pay by check, Zelle, or bank transfer.

Yes, and plenty of customers do — it's often the fastest way to order. Text 626-684-4060 with your list. A photo of a takeoff sheet works fine. We'll build the order and send you a payment link.

Monday through Saturday, 6:00 AM to 6:00 PM. That's both our phone hours and our delivery hours.

The Proof of Delivery page publishes monthly reports on the deliveries and services we've performed.