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Contractors Direct Order Support

Problem or questions about your order?

We want to make things right as quickly as possible, so we have introduced a new system for online inquiries about your order.

  • Get started by clicking File Support Case below
  • Log into your Contractors Direct account
  • Fill out the case form along with type of inquiry and submit!
  • You will be assigned a customer service representative and case number that you can reference at anytime
  • Must be logged into your Contractors Direct account to access cases

Refund Policy Chart

Store credit refunds may be an option in lieu of a restocking fee when applicable. Contractors Direct has created a grading system to help determine the quality of the item being returned. This chart will help you understand the policies and procedures we have set in place to help you get the correct refund.

Grade ANo sign of use and it is in the original unopened/undamaged packagingFull refund - No restock fee
Grade BThe item(s) is undamaged and unused but the package has been opened/damagedRefund - Minimum 15% restock fee
Grade CThe item(s) is undamaged but shows sign of use. The package is opened/damagedRefund - Minimum 25% restock fee
Grade DThe item(s) is undamaged but missing parts/ shows signs of useRefund - Minimum 25% restock fee plus replacement part cost
Grade FThe item(s) are damaged/destroyed/used and cannot be repairedNo Refund
  • Reconditioned / Refurbished items: All sales are final. Not eligible for standard returns.
  • All returns require a Return Authorization number
  • Please contact Contractors Direct prior to returning any item to ensure quick and accurate processing
  • Customers are responsible for securely packaging and shipping the return
  • Return shipping labels can be provided at cost through our FedEx account if requested
  • Returns to Contractors Direct are to be processed within 48 business hours of receipt and inspection
  • Standard return window is 60 days from receipt of the order
  • Used items are subject to a minimum 25% restocking fee pending inspection and evaluation
  • Factory drop ship items may be subject to a restocking fee pending manufacturer return policy
  • Special or custom-order items are not eligible for return or refund once the order is submitted
  • We reserve the right to verify and authenticate billing information needed for refunds
  • Refunds are shown in US dollars
  • A Refund can only be issued back to the original payment method
  • Customers are responsible for the quality of the item returned. Please ensure the items are packaged correctly to prevent shipping damages. If a returned item is damaged in transit, the customer is responsible for filing a damage claim if a Contractor's Direct label is not used. If a Contractors Direct label is used, We will file the damage claim on behalf of the customer. However, the customer's refund will be determined by the result of the carrier's inspection.
  • Return shipping costs are the customers responsibility unless the return is due to an error by Contractors Direct

The problem you are having with your order isn't listed here?

We understand the importance approaching each case integrally and believe in the power of simple, easy and fast communication.