If something's wrong with what we brought you, fixing it costs you nothing. If you simply need to send materials back, here's exactly what it costs and how it works.
90 days
To return new, unopened items
No restocking fee
Not on any category, ever
Free pickup
When your timing is flexible
What you can return
We accept returns within 90 days of the purchase date on merchandise that is:
- Unused and unopened
- In the same condition you received it
- In its original packaging, where applicable
What we can't take back
- Opened or used products
- Gift cards and store credits
- Promotional and discounted items
- Concrete forms
Special-order items may also be non-returnable. When that applies, we flag it in your order notes before you buy — you'll never find out after the fact.
What it costs
This is the part most policies make confusing, so here it is plainly. Everything depends on one question: why is it coming back?
| Something's wrong with the product | You changed your mind | |
|---|---|---|
| Pickup fee | None | Free if your timing is flexible — otherwise the standard delivery rate (see below) |
| Restocking fee | None | None — we don't charge one |
| Who loads the truck | We do | You do — or we can, at the Curbside or White Gloves rate |
| Original delivery fee | Refunded if you return the whole order | Not refunded |
Defective, damaged, wrong item, short count? That's on us, and it costs you nothing. No pickup fee, we do the loading, and if you send the whole order back we refund the delivery fee too.
What a return pickup costs
We don't charge a restocking fee — not on any category, ever. The only thing that can cost you on a change-of-mind return is the pickup itself, and that depends on how much flexibility you can give us.
Give us a 4-day window and the pickup is free. Anywhere inside our service area, if you can let us collect on any day within a four-day span, we'll fold the stop into a route already heading your way and there's nothing to pay.
A fee applies in these cases:
- You need a specific 2-hour window. That's a dedicated trip, so it's charged at the same rate as a regular delivery of that weight — see the Delivery page.
- You need us to load the material. Curbside or White Gloves pickups are charged at those service rates, the same as they would be on a delivery.
- Outside our service area. Contact us and we'll quote the pickup before scheduling anything.
Put simply: if you're not in a hurry and the material is ready for our driver to load onto the truck bed, the pickup costs nothing.
How to start a return
- Tell usLog into your account, open the order, and create a return — or email info@supply-ontime.com.
- Get your authorizationWe'll confirm the return and agree a pickup slot — a flexible 4-day window if you want it free, or a fixed 2-hour window for a fee.
- Prepare the itemsRepack them in their original packaging and place them somewhere our truck can park and reach.
- We collectOur driver picks the items up and verifies the quantity.
- You get your refundAfter inspection and approval, the refund goes back to your original payment method within 10 business days. We'll email you when it's sent.
Sales tax paid on returned goods is refunded along with the price of the items.
Damaged or incorrect materials
While the driver is still there
Tell them before you accept the delivery. If you're rejecting part of the order for a quality or count problem, we update it 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 instead.
After the truck has left
Email info@supply-ontime.com with photos as soon as you notice. We'll offer a replacement first. If you'd rather return it, we schedule the pickup and we do the loading — no pickup fee. Finding the problem an hour later doesn't make it your problem.
Exchanges
Swapping an item is usually cheaper than returning it. On an exchange you pay no return fee — only the delivery fee for bringing the replacement out. If the new item costs more, we send you an invoice for the difference. If it costs less, we refund the balance.
A note on pickups
Our truck needs somewhere to park and a clear path to the materials. On a change-of-mind return, having the items stacked and ready for the driver is what keeps the pickup free. On quality returns none of that applies — we handle the loading either way.