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
We pick up
Nothing to ship back to us
10 business days
Refund to your original payment
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 | Applies, based on weight and delivery type — see the Delivery page |
| Restocking fee | None | 15% on six categories (see below) |
| Who loads the truck | We do | You do — driver help may be charged |
| 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, no restocking fee, we do the loading, and if you send the whole order back we refund the delivery fee too.
The 15% restocking fee
It applies only to change-of-mind returns, and only in these six categories:
- Drywall & related
- Lumber & composites
- Plywood & OSB
- Mortars & aggregates
- Masonry
- Landscaping & gardening
Everything else in our catalog — insulation, roofing, hardware, fasteners, electrical, plumbing, paint supplies, tools, fuel — comes back with no restocking fee at all.
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 schedule a pickup date and time window.
- 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 at the scheduled time 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 and no restocking 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 change-of-mind returns, loading is your responsibility; if you need our driver to do the lifting, there may be an additional charge depending on the weight and the delivery type. On quality returns none of that applies — we handle it.