FREQUENTLY ASKED QUESTIONS
If you have an inquiry that is not listed, please send anemailto our Customer Service team or call1-800-782-0557.
Online Ordering
Website Tutorial
How do I sign up for emails
Head over to the top right corner on our home page and click subscribe. Once you enter your email address and click “enroll” you will begin to receive emails right away.
Do I have to register before ordering?
No, if you want to place an order right away you have the option of paying by credit card and using our guest checkout feature.
If you are associated with a business group then yes, you will need to create an account online or have someone in a management role email customerCare_CAM@hdsupply.com to have a new user created.
How do I cancel an order after I have submitted it online?
Call Customer Service at1-800-782-0557as soon as possible and tell them you want to cancel a web order.
How do I translate a page to 'English' or 'French'?
Head over to the top right corner on our home page and select a language from the dropdown to proceed.
My Account
How do I manage my account details and contact information?
UseMy Accountpage to manage all HD Supply transactions, monitor credit activity, and to change contact information.
Log in toMy Accountand you can:
- Edit Account- Change password and update email address
- See Order History- Review past orders dating back to when your account was first opened
- Check Invoices- Verify billing, payment due dates, and bill status
- Review Orders- Access details for any order placed online, or by phone/email. Track shipments and get PODs and easily reorder the same order again.
- Request to Add Ship-To Address- Easily edit product ship-to location
- Save payment method – For a faster checkout experience you can save one or more credit cards.
Call Customer Service at1-800-782-0557as soon as possible and tell them you want to cancel a web order.
Product Information
What if I need a product that's not on your website?
Our Special Orders team will help you find what you need and provide you with a quote. For large volume orders, they can also provide price quotes and bids in less than 48 hours.Visit our Special Orders page to get started!
Why don't all product descriptions include complete measurements?
While most measurements are listed in our catalogue and on our website, it's simply not possible to publish complete specifications for the thousands of products we stock and keep them current. Our Customer Care team is always happy to answer any questions about specific products via phone or email.
Distribution / Delivery
How soon will my order be delivered?
Order by 4PM local time (3PM in Manitoba, Saskatchewan, or British Columbia), and we will ship the same day. Most orders are delivered within 24-48 hours to most areas.
Can I Pickup My Order in Person?
When you phone in an order and request our "Quick Pick Up" service, you can pick up your items in just one hour at your nearest distribution center. Orders must be placed between 8AM and 4PM local time. Distribution center hours are 8AM–5PM, Monday–Friday local time.
Product Returns
How do I make a return?
We accept returns up to 90 days from date of purchase. To return a product, call 1-800-782-0557 and we'll arrange to have the item picked up and returned free of charge. Merchandise must be returned in unused, like-new condition along with a pre-authorized Return Authorization Number (RA#) or a credit cannot be issued. Freight charges will apply to returned products denoted with +FREIGHT in the catalogue. In cases involving damages, shortage, or a surplus, claims must be reported with seven days of delivery. View our Return Policy for further details. Conditions will apply.
What if my package arrives damaged?
Please note any obvious damage next to your signature line at delivery. If you find damage after the driver has left, keep the original shipping carton for possible inspection by the carrier. Call Customer Service at1-800-782-0557to report claims within seven days of delivery and provide your customer number and invoice number.
Credit
What is the address for mailing payments?
Please remit to:
Mailing Address
HD Supply Canada, Inc
Accounts Receivable
70 Carson Street
Etobico*ke, Ontario
M8W 4Z6
Phone:1-888-967-8635
Fax:1-800-620-2681
Email:HDSCFM.CREDITAPP@HDSupply.com
How do I contact Credit Services?
Credit Services can be reached at:
- Phone:1-888-558-6111
- Email:HDSCFM.CREDITAPP@HDSupply.com
How do I obtain tax exempt status with HD Supply Canada, Inc?
An exemption certification must be included with your credit application. Please visit your province's or territory's website for the most current information.
The exempt certificate should be completed in its entirety and will normally include the following information:
- Customer's name and address (same as Bill To on your customer account)
- Tax ID, registration, or permit number
- Description of customer's business activity
- Description of property being purchased
- Customer's signature and title
- Effective date and expiration date (where applicable)
- Type of exemption being claimed
- Seller's legal entity name (HD Supply Canada, Inc)
Where do I send a copy of my tax-exempt certificate?
Email (HDSCFM.CREDITAPP@HDSupply.com) a completed copy of the exempt certificate to our Account Services department. Be sure to include your customer account number so we can correctly exempt your account.
Special Orders
How do I know my request for Special Order was received?
You will receive an email confirming the request was received by our team.
How soon will I receive a price quote for a Special Order?
You can expect to receive a price quote within 2-3 business days.
How do I place my order once I accept the price quote?
Once you are ready to order,emailus with the quote number in the subject line and add any additional notes.
When can I expect delivery?
Most Special Orders are delivered to customers within 7-10 business days.
Can I request rush shipping?
Yes, please include any specific shipping requests in the « additional comments » box (for example, « Please expedite order via UPS Next Day Air »). You are responsible for all additional rush shipping charges.
How do I cancel a Special Order request submitted online?
To cancel a request submitted online, please email us with « Cancel Special Order Online Request » in the subject line. Please include your account information and the date you submitted the request in your email. Your request cannot be cancelled once it has been ordered and/or shipped.
Can I receive email notification of my online Special Order request?
At this time, there is no automated email notification of your submitted request. If you choose email as your preferred contact method, you should receive a quote confirmation within 2-3 business days.
What is the return policy on Special Orders?
Special Order items are non-returnable and non-refundable.
RETURN POLICY
We accept product back up to 90 days from the date of purchase. To return merchandise, call us at1-800-782-0557and we'll provide you with a Return Authorization Number (RA#) and arrange for your item to be picked up. Merchandise must be returned in unused, like-new conditions with a preauthorized RA# or credit cannot be issued. In case of an error such as damage, shortage or surplus items, claims must be reported within 7 days of delivery. In certain cases, a restocking fee may apply.
Some items cannot be returned to HD Supply. These include:
- Non-stocked, special order, or factory direct items
- Warranty items
- Items that have a gas-powered engine
- Hazardous materials
- Tinted paint
Please call1-800-782-0557to arrange a pickup and obtain a Return Authorization Number (RA#). Please use the original packaging materials, if possible.
CONTACT US
We're here to help!
Please feel free to contact us with any questions, comments, and suggestions. Our Call Centre is open weekdays, 7AM to 7PM EST**.
Hours of Operation
HD Supply Customer Care is available 12 hours a day, Monday through Friday*.
HD Supply Canada will be closed on New Year's Day, Good Friday, Victoria Day, Canada Day, Labour Day, Thanksgiving Day, Christmas Day and Boxing Day.
Pacific 4 AM - 4 PM
Mountain 5 AM - 5 PM
Central 6 AM - 6 PM
Eastern 7 AM - 7 PM
Atlantic 8 AM - 8 PM
Web Support
- Phone:1-800-782-0557
- Email:CustomerCare_CAN@hdsupply.com
Use the form below to email our Web Support team
Customer Service
- Phone:1-800-782-0557
- Email:CustomerCare_CAN@hdsupply.com
Credit Services
- Phone:1-888-967-8635.
- Email:HDSCFM.CREDITAPP@HDSupply.com
Mailing Address
HD Supply Canada, Inc
Credit Services
70 Carson Street
Etobico*ke, Ontario
M8W 4Z6
Renovations & Projects
- Phone:1-877-858-5854, ext. 67992
- Email:hdsprojects@hdsupply.com
Special Orders
- Email:specialorders@hdsupply.com
Voice of the Customer
Our Customer Advocate team listens to your concerns and welcomes suggestions on ways to improve our service and expand our product offering. We gather feedback from customer calls, emails, sales representatives, customer surveys, and customer suggestions. We are always looking for ways to better serve our customers.
- Phone:1-800-782-0557
- Email:CustomerCare_CAN@hdsupply.com
At HD Supply Canada, Inc, we value your comments, questions, and suggestions. Complete the form below, then click "Submit" to send your email to our Customer Care Team. If you haven't already, try our online FAQs for more information about our company and our website.
