Welcome to our FAQ!

Here you can find answers to commonly asked questions about our site, purchases, shipping, and much more.
Click on a Category Tab to begin:


  • How can I find an item on the site?
    To find a specific item, use the search bar to search by item names or SKUs. You can also click on the categories or subcategories in the upper panel to find the one that contains the items you are looking for.

  • How can I shop by brand?
    There are two ways to shop by brand on our website:

    Option 1: Start by opening our Featured Brands page. This will open a page that shows all of the brands we offer at Builders. Click the logo of the brand you wish to shop for. This will direct you to all of our products under the brand you selected. 

    Option 2: Click the Advanced Search feature found under the search bar. On the search settings under the Manufacturer section, scroll through and select the brand of your choice. Once selected, click the search button at the bottom of the page. This will direct you to all of our products under the brand you selected.

  • How can I check the product availability?
    Using the search bar on the site, find the product you are interested in and bring up the Product Information Page. Underneath the words “IN STOCK” you will see the number available. If the product is available to be purchased online for shipment directly to you, the (Add to Cart) option will display. Call us for specific lead times and estimated shipping dates.

    Any item with the "SPECIAL ORDER-NON STOCK" notice is a product we do not have stocked in our warehouse. For information about direct ship and will call for Special Order products, refer to the When will my Order Be Shipped question below.

  • How do I place an order?
    Once you have decided on the product(s) that you want to order, use the (quantity tool) to select the number of items that you would like to purchase, then click the (Add to Cart) button. Continue shopping in this manner until you have completed your order. When you are ready to checkout, click the (Cart) button in the upper right-hand corner of the page and then select (proceed to check out). You will be asked to enter your email, name, shipping address, and phone number.

    Next, you will be asked to enter your payment information. Please ensure that your billing address is correct and that the zip code on your credit card matches the billing address you provided. If the zip code does not match, the transaction may not be authorized. After entering your information click (Place Order).

  • Can I place an order over the phone?
    No. Due to liability, all orders need to be placed through our website.

  • How do I know if my order was successfully processed?
    After you place your order, you will know that your order was successfully processed through the email confirmation that you will receive.

  • What browsers does your website support? 
    Our website currently supports the most recent versions of Chrome, Firefox, Microsoft Edge, and Safari. Please contact customer service if you encounter any issues while browsing Builderswarehouse.com via email at [email protected]

  • Can my order be expedited?
    Yes, if the item is Regular-stock then the expedited order(s) must be placed before 2 pm CST.

    Freight orders cannot be shipped out on the same day as the order is placed. These orders are larger and often more complex and therefore they will require more time and care to properly prepare for shipment.

  • When will my order be shipped?
    Regular Stock: (Allow 1-2 business days) for the order to ship. These are items that are stocked in our warehouse.

    Freight Orders: (Allow 5-7 business days) for the order to ship. These are larger and often more complex orders that require more time and care to properly prepare for shipment.

    Special Order/Will Call orders: (Allow 7-10 business days) for the order to ship. These orders will be sent to our warehouse first and then shipped to the customer.

    Special Order/Direct Ship orders: (Allow 5-7 business days) for the order to ship. These orders will be shipped directly to the customer from the manufacturer.

  • How can I cancel my order?
    Email [email protected] for cancelation requests.

  • Can I make changes to my delivery?
    Email [email protected] for any delivery changes.

  • Can I receive an order quote?
    Yes, you may receive a quote by filling out the Builder’s Warehouse Quote Form. 

    If you need further assistance, please contact us at [email protected]

  • Do I need to create an account to place an order?
    You will not need to have an account in order to make a purchase, however, if you would like to sign up for an account, some of the benefits include: checking out faster, keeping more than one address on file, and accessing past order history. 

  • What are my payment options?
    American Express, Visa, Master Card, Discover

  • Can I pay with PayPal?
    We do not accept PayPal at the moment. 

  • When will my order be billed to my credit card?
    You will be charged immediately after you place the order. 

  • Do you have any credit offers? 
    We currently do not offer any Builder's Warehouse credit card promotions. 

(For additional details please see our Shipping & Returns section)


  • What if my shipment says it was delivered but it is not there?
    If you are unable to locate your order once the shipment says that it was delivered please contact customer service via email at [email protected]

  • How do I track my order?
    After your order has been shipped you will receive a tracking number in your email. Please check the email that you used when you placed the order. If you do not see a confirmation email please check your junk mail/spam folder. If you still do not see your tracking information then you may contact us via email at [email protected]

    If you have an account with us then you will also be able to track your order by logging in.

  • Where do you ship from? And where do you ship to?
    All of our orders are shipped from Chicago, Illinois unless they are Direct-Ship orders. Special Orders/Direct Ship orders will be shipped directly to the customer from the manufacturer.

    Currently, we only ship to the United States and Canada. Please note that (freight orders are not accepted in Canada).

    We are currently unable to ship to P.O. boxes, U.S. Territories, and APO/FPO/DPO addresses

  • When can I expect to receive my order?

    Regular Stock: (Allow 1-2 business days) for the order to ship. These are items that are stocked in our warehouse.

    Freight Orders: (Allow 5-7 business days) for the order to ship. These are larger and often more complex orders that require more time and care to properly prepare for shipment.

    Special Order/Will Call orders: (Allow 7-10 business days) for the order to ship. These orders will be sent to our warehouse first and then shipped to the customer.

    Special Order/Direct Ship orders: (Allow 5-7 business days) for the order to ship. These orders will be shipped directly to the customer from the manufacturer.


(For additional details please see our Shipping & Returns section)


  • How do I make a return? 
    Items shall not be returned to Builders Warehouse without first obtaining written consent via email: [email protected]

    You will have 30 calendar days (from the date you received it) to return an item. 

  • How will I receive my refund?
    If your return is approved, we will initiate a refund to your credit card (or original method of payment). Please note that the shipping costs are non-refundable.

  • Are there products that cannot be returned?Evolve Stone and James Hardie Fiber Cement Products are non-returnable.

  • Who can I contact for product-specific questions?
     If you have a specific question about a product, there are two routes you can take:

Call Customer Service


You can reach a Customer Service Representative at 1-800-509-0414 at any time during our regular business hours: Monday through Friday 8am-4pm CST.

 

Recommended for immediate & time-sensitive questions.


Submit a Product Questions Form


You can submit any questions digitally through our newest Customer Service Initiative: Builders Answers. Fill out the form with the product name and details that you have questions about, and then your preferred method of contact.

Our Customer Service team will then follow up with you via your preferred contact. Answers will be provided during our regular business hours: Monday through Friday 8am-4pm CST.


Click the button below to submit a Product Questions Form



  • How do I register for an account?
    You can set up an account for free. On the top of the home page click (Create An Account) or you can click here to be redirected. 

  • What is my user ID and Password?
    Your user ID is the email address you used to register. You will choose your own password during the registration process. 

  • How can I log in to an existing account?
    You can log in to an existing account by clicking (Sign-in) at the top of the home page or by clicking here.

  • How do I reset my password?
    If you need to reset your password, you can do so by clicking (sign-in) at the top of the home page and then clicking (Forgot your password?), or click the link here to do so.

  • Can I change the email associated with my account?
    While you can change your password through the Forgotten Password Feature, you cannot change the email associated with your account.

  • How can I access my past order history?
    You can access your past order history by logging in to your account or contacting customer service at [email protected]

  • What does signing up for email updates do?
    Signing up for email updates allows you to receive order confirmation and shipping notifications, as well as receive exclusive deals and news from the Builders Warehouse newsletter. 

  • Where can I sign up for email updates?
    Click this text to join our email updates list.

  • How do I unsubscribe to email updates?
    To unsubscribe to email correspondance from Builders Warehouse, scroll to the bottom of an email from us and click the Unsubscribe text. 

  • What does signing up for SMS updates do?
    When you sign up for SMS updates in your account or at checkout, you consent to receive marketing text messages (such as shipping notifications, promotion codes, and cart reminders) from Builders Warehouse at the phone number you provide. This consent does include messages sent by autodialer. SMS updates are optional and are not a condition of any purchase. Message and data rates may apply.  

  • Where can I sign up for SMS updates?
    Click this text to join our SMS updates list.

  • How do I unsubscribe to SMS updates?
    You can unsubscribe at any time from SMS updates by replying STOP or clicking the unsubscribe link in one of our messages.