Where is my order?
Some items on our website are not regularly stocked. Availability of these items will show as Drop Ship, Coming Soon or Special Order. You can view tracking information and Estimated Shipping Dates (ESD) for back order items by checking your order status. Your items may be grouped into multiple packages but will show updated tracking information as it becomes available. Orders without tracking information may include stock exceptions like special orders or back orders which require more time to process. Please keep in mind that estimated shipping dates are subject to change due to manufacturing schedules and other factors outside our control. While we work hard to give you accurate shipping information, we recommend that you do not schedule your contractor based on these dates. We will do our best to keep you informed of any changes.
If your order does not appear, it may have been a guest checkout, phone or store order. If you have questions about your order or need to make changes, please give us a call at (866) 440-2288 or email us -- we'll be glad to help!
You can see your current ETA (Estimated Time of Arrival) by checking your order status.
We do our best to update you on the ETA that we receive from the manufacturer when an item is on back order.
If an ETA changes once, we inform all affected customers. If the same product’s ETA changes a second time, we contact all affected customers for permission to keep the item on backorder. The backorder is canceled if we are unable to reach you or if we do not receive permission to wait on a second ETA change.
You may remain on back order, choose a replacement, or cancel the order at any time.
Once an order has been placed, it cannot be changed online, but you may contact customer service to make this request. We will make our best efforts to apply the requested change, however, it may not be possible to stop or change an order that is already in process.
Note that many items that are non-returnable may not be canceled. These products are identified on the product page and on your order confirmation. If there are any concerns or questions, customer service will work with you to clarify your options.
Cancellation requests may take several days to process, and you will be sent an email upon confirmation. If order ships before confirmation, you will be asked to submit a Return Authorization Request once you receive the item. A refund will be issued following the standard return process.
Change orders can typically follow the same procedure as a cancellation. The same stipulations outlined above apply.