Frequently Asked Questions

Frequently Asked Questions

 

SHIPPING & DELIVERY

 

What is Cost Saver?
Cost Saver is a lower cost shipping option for select parcel items. Please note that transit time is longer than normal ground shipping. Final delivery will be made via USPS.

 

Why can’t I see tracking information on Cost Saver?
•  The first package scan may be upon arrival at a regional hub near the destination. (This is common when shipping volume is high and packages are processed in bulk.)
•  Tracking of Cost Saver packages may not be as detailed as regular ground parcel packages.

 

Which shipping carriers do you use?
The Home Depot utilizes UPS & USPS for small packages and Home Delivery carriers for larger packages.

 

May I choose my shipping carrier?
Customers may choose how they would like their order delivered between standard and expedited delivery on select parcel items. The Home Depot does not allow customers to select a specific carrier for delivery; however, The Home Depot will choose the best shipping carrier available for your needs based on location, items, etc.

 

Who do I call if my merchandise arrives broken or damaged from the carrier?
If you receive your order and it is damaged by the delivery company, please call 1-800-430-3376 within 3 days to report any damages seven days a week between 7:00 A.M. – 1:00 A.M. EST.  If possible, refuse delivery of the broken or damaged items.
Major appliances are non-returnable. Items should be inspected thoroughly at the time of delivery. If you are not satisfied, refuse the item before signing the delivery receipt. Be sure to report any product defects or damages with the delivery agent. Please call 1-800-455-3869 to report damages or other delivery issues. Damages must be reported within 48 hours of delivery.

 

What is "Home Delivery"?
The Home Delivery option is based on the size of an item’s packaging. Home Delivery is required when:
•  Packages weigh more than 150 lbs.   
•  Package size is greater than 108 inches in length
•  Package size is greater than 165 inches in length and girth

 

If Home Delivery is an option for your item, three levels of Home Delivery service are usually offered:
1.   Basic: Residential delivery to your door or first dry area outside the residence. No appointment or signature is required.
2.   Threshold: Residential delivery across the first doorway/threshold such as foyer, garage, first room of home, etc. An appointment is required and all appointments have a 4 hour window.
3.   White Glove: Residential delivery to the room of your choice. Includes unpacking and debris removal. An appointment is required and all appointments have a 4 hour window.

 

If the product arrives with visible damage, please refuse delivery and immediately contact customer service at 1-800-430-3376. Check the carrier website for scheduling and service level confirmation assigned to your delivery.

 

How do I check my order status?
To check the status of your order online, please visit The Home Depot order status page click here. Please enter your order confirmation number and email address in the space provided.

 

Can I ship to Alaska, Hawaii, U.S. Territories or APO/FPO/DPO?
You may ship select Home Depot.com products to any of these locations:
•  Continental U.S.
•  Alaska & Hawaii (Varies by product. Remote surcharges may apply.)

 

Total delivery timeline for Alaska and Hawaii orders may take an additional 2-5 business days.

 

We are not able to ship to international destinations or APO/FPO/DPO destinations at this time.

 

What destination area is covered by homedepot.com?
We gladly ship within the 48 contiguous states, Alaska and Hawaii. Products ordered online cannot be shipped to a The Home Depot store.

 

We now offer shipping on a limited selection of products to Alaska and Hawaii. Because some exclusions apply, we've indicated any locations to which we cannot ship an item on that individual product's information page.

 

Is Expedited shipping available on all products?
Expedited shipping is only available on those products that can be air shipped in accordance with UPS shipping requirements and Federal Regulations. Products exceeding the weight, girth measurements and products falling under the hazardous materials (hazmat) guidelines for dangerous chemicals cannot be expedited. Home Delivery products cannot be expedited. Products on the homedepot.com site that cannot be expedited are duly noted on the product information page.

 

Why do Express (or Expedited) deliveries sometimes take longer than the designated time period of one (or two) day(s) to arrive from date of shipping?
Express orders are delivered the day after they are shipped out to you. Expedited orders are delivered two days after the day they are shipped out to you. An order may not always ship on the same day that it is placed. Placing your order late in the day, after the shipping companies have picked up their last shipment of the day, is one factor that may affect overall shipping time. Some orders (i.e. due to size, availability of item, etc.) may also require a longer time to pack and ship than others. As a general rule, Express orders may take 1-2  days to arrive and Expedited orders may be expected within 2-3 days.

 

What is a “Shipping Address Nickname”?
When placing an order online, we ask for your shipping address. Each time you check out, you may enter a new address and that address will be stored in our records for your account. Assigning a "nickname" to each address is a way to help you easily identify which address you want to use each time you place an order. Examples of shipping address nicknames are "home", "office", "school", etc.

 

What is “Depot Direct Delivery”?
Depot Direct Delivery is the delivery method for major appliances. Major appliances include GE, LG, Maytag, Amana, Admiral, Hotpoint, and Americana kitchen and laundry appliances.  A delivery calendar with available delivery dates will be presented during the checkout process. Click here for further details on Depot Direct Delivery and for tips on How to Make Your Appliance Delivery and Hook Up a Success.

 

RETURN POLICY

 

What is your return policy?
For a complete review of the homedepot.com return policy, view our Return Policy for products purchased online.

 

ORDER STATUS

 

Can I track my order online?
You may track an order by accessing your online account and viewing the order status and tracking information in the order history details. Also, once your order has shipped, a Shipping Confirmation email is sent to you with the name of the carrier and the tracking number. You can use this information to track your order via the carrier's tracking site.

 

For major appliance orders, you will select a delivery date at the time of purchase. You will receive a phone call from the local delivery agency the evening prior to your delivery in order to advise you of the 4 hour delivery window. You will also receive a call 30 minutes prior to arrival on the day of delivery. To change your delivery date, call the delivery agency at 1-866-433-5879.

 

How long will it take for my order to arrive?
Order arrival timelines are dependent upon the product(s) and inventory status. Estimated arrival time is calculated for each item in checkout.

 

Total Delivery Timeline for Alaska and Hawaii orders may take 2-5 additional business days

 

In rare instances, when an item in-stock becomes unavailable after you have placed an order, you will be notified of the status of that order via email.

 

How can I review the details of an order I have already placed?
Registered users can log into their account and view the order history and details of any order they have placed online. Users who are not registered may determine the status of their order by clicking on Order Status, which is located at the top of each page on HomeDepot.com.

 

What is a backorder?
When a product is labeled as backordered, this means that there is currently none available in stock to ship to the customer immediately. You may still place the order for the item and as soon as the item becomes available, one will be shipped to you.

 

For major appliances, if the product is on backorder the delivery calendar will provide the first available delivery date based on the estimated date that the product will be available. If the product will not be available for 90 days or greater, you will not be able to place an order for the item.

 

Did you receive my order?
When an order is placed on homedepot.com, an order confirmation email is sent within 24 hours of the time you placed your order.

 

Can I make changes to my order?
Yes, anytime prior to your order being processed and shipped, you can make changes to your order. If your order has been processed, you may need to place a new order with the changes and return or refuse delivery on the original order. For assistance, call our Homedepot.com Customer Care Team at 1-800-430-3376. For processed and shipped orders you can find more guidance in our Returns section to process a return or exchange.

How can I cancel my order?
Our order-fulfillment and shipping systems are designed to deliver orders quickly and efficiently. Homedepot.com customer’s orders are sent to our warehouses frequently throughout the day for quick fulfillment and shipping. Therefore, it is not possible to change or cancel an order once it has been processed. 

If you would like to cancel or change your order, please call our Homedepot.com Customer Care Team at 800-430-3376 as soon as possible. We will do everything we can to accommodate your request if your order has not already been processed.

 

BUY ONLINE, PICK UP IN STORE

 

What are the features and benefits of ordering items online and then picking up my order(s) at a Home Depot store?
The Home Depot's Pick Up In Store option provides you with the convenience of placing an order on homedepot.com and subsequently picking up your order at a Home Depot store location. If you are unable to pickup an order yourself, you may also pre-authorize someone to pick up your order for you. This service not only saves you shipping charges but also helps expedite any time-sensitive projects.

 

How does the Pick Up In Store process work?
You will receive a series of email messages. First, you'll get an Order Confirmation acknowledging receipt of your order. Then, you'll receive a Pick Up In Store Notification when your order is ready to be picked up at Home Depot.

 

How soon will my order be ready for pick up after I've ordered it online?
Most items will be ready for in-store pick up within two hours of the time your place your order on homedepot.com.

 

Once my order is ready, how long will it be available at the designated store for pickup?
Your items will remain available for a minimum of seven days from the time you receive a Pick Up In Store Notification. Orders not claimed after that will be available based on the product type and store location. For more information please contact Online Customer Care at 1-800-430-3376.

 

Why do I need to provide my phone number when placing an order online?
If for some reason there is an issue with a specific store's inventory, a store associate may need to reach you directly to provide additional information in regards to your order.

 

How will I know my order is ready for pick up?
When your order is ready for pickup, you will receive a Pick Up In Store Notification email, which will include instructions for picking up your item(s).

 

Where should I go to pick up my order once I arrive at the store?
Once you arrive at the store, you can pick up your order at the Customer Service desk. If you are a professional contractor, please specify when placing your order that you would like to pick up your order at the Pro desk.

 

What do I need to bring to the store to pick up my order(s)?
For easy order pickup, please bring the following with you to the store:
•    A government-issued photo ID
•    Your order number or the Pick Up In Store Notification Email

 

What if I can't pick up my order at the store and need to send someone to pick up my order for me?
For your protection, only you or a pre-authorized pick-up person may pick up your order. During online checkout, simply provide the name and email address of the person who will pick up your order. Providing this information allows us to send the Pick Up In Store Order Notification email directly to you as well as your pre-authorized pick-up person.

 

Your designated pick-up person will need to bring the following to the store:
•    A government-issued photo ID
•    Your order number
•    Pick Up In Store Order Notification Email

 

Is the Buy Online Pick Up In Store option available at my local Home Depot store?
Yes, Buy Online Pick Up In Store is available at all Home Depot store locations. Select the 'Check Store Inventory’ option on the product description page or within the shopping cart to verify that the product is available for pickup at your local store.

 

What if I need to cancel my order?
To cancel your order and/or in-store pick up, please contact a homedepot.com Online Customer Service Representative at 1-800-430-3376 Monday - Sunday, 6a.m. - 2a.m. ET. Please have your original payment information available when calling to cancel your order.

 

How does the Free Grill Assembly option work?
Free Assembly is available on select grills when you choose Buy Online, Pick Up In Store today. Select FREE Assembly option in the Shopping Cart to have your items fully assembled by the time you pick them up at your local store. Please note that assembly times may vary and we cannot guarantee orders will be available within 2 hours. You will be notified by email when your order is assembled and ready for pickup.

 

What if the item(s) I ordered is being sold at a lower price at the time of pick up than at the time the original order was placed online?
If your item is available at a lower price at the time of pick up, your original form of payment will automatically be adjusted to reflect the lowest available price.

 

Can I purchase/order an item(s) on homedepot.com to give as a gift to someone else?
Yes, you have the ability to order item(s) online as a gift for someone else. Simply enter the recipient's name, email address and selected store for order pick up after you've entered your payment information. You will then receive the Order Confirmation Notice, and the recipient will receive the Pick Up In Store Order Notification once the order is ready.

 

For easy order pick up, the recipient should bring the following to the store:
•    A government-issued photo ID
•    The order number
•    Pick Up In Store Order Notification Email