Policy

Payment

• We accept Visa, Mastercard, American Express, Discover, and PayPal.
• All prices are shown and must be paid in US dollars.
• Product pricing is subject to change without notice.
• Sales tax is automatically applied to orders shipping to the states listed below.

States Where Sales Tax Applies

Order Processing

• Orders are processed Monday–Friday, 9:00 AM – 5:00 PM EST.
• Orders placed outside business hours or on weekends will be processed the following business day.
• Same-day shipping may be available depending on order receipt time and item availability. Contact us to confirm.
• Products may ship from multiple locations at different times.
• When ordering, use the Contractors Direct product code or manufacturer part number (MPN) for accuracy.

Order Comments & Special Requests

Customers may leave a comment at checkout to communicate special requests. Comments are relayed to our fulfillment team but cannot be guaranteed.

Bilingual customer service available. Se habla Español.

Shipping from Contractors Direct

• We ship via FedEx, UPS, USPS, and T-Force Freight.
• General delivery time estimates are available on our website and are not guaranteed.
• Day of order processing does not count as a transit day. Weekends are not counted.
• Stock items ship same day whenever possible. Drop-ship orders require a minimum 24-hour processing period.
• Expedited air services are available — contact us to confirm availability and pricing.

Factory-Direct Shipments

• Lead times vary based on availability, ship-from location, and delivery address.
• Free shipping applies to qualifying items shipped within the contiguous United States. Some restrictions apply.
• Customers outside the contiguous US (Alaska, Hawaii, Puerto Rico, Canada, international) should use the shipping estimator at checkout or email us for a quote.
• Refusal of delivery or inaccurate delivery information may result in delays and additional shipping fees charged to the customer.

Freight Shipments

• Freight transit times are typically longer than standard shipments.
• Inspect all freight deliveries upon arrival. Note any damage or irregularities on the carrier's paperwork before signing — failure to do so may limit your ability to file a damage claim.
• View Full Freight Policy

International Shipments

• Contractors Direct ships many items internationally. View our International Shipping Policy for full details.

Damaged Items

Cosmetic Damage Policy

Minor cosmetic imperfections (small scratches, surface dents) that do not affect functionality are considered acceptable and may not qualify for a return. If a product arrives with damage that affects its operation, contact us immediately.

Lost or Stolen Packages

Once a carrier marks a shipment as delivered, responsibility transfers to the customer. Contractors Direct is not liable for stolen packages.

• We will assist in filing a carrier claim, though recovery is not guaranteed.
• Customers who experience theft are encouraged to file a police report and contact their credit card company regarding package protection.
• Signature confirmation is available at checkout for an additional fee. Contact us to arrange.

Refund Eligibility Window

• Returns must be initiated within 6 months of the original purchase date.
• If a return is initiated within the 6-month window but the item is received back after the window closes, the refund will be issued as store credit only.
• Returns initiated more than 6 months after purchase are not eligible for a refund. Store credit may be issued at a manager's discretion.

Standard Return Policy

Our standard return window is 60 days from the date of purchase and applies to new, unused items only. All returns require a Return Authorization (RA) number issued by Contractors Direct before shipping.

• Contact us to request an RA number before shipping any item back.
• You have 30 days to ship the item back once an RA number is issued.
• Returns are processed within 48 business hours of receipt and inspection.
• Return shipping is the customer's responsibility unless the return is due to a Contractors Direct error.
• Return labels can be provided at cost through our shipping accounts upon request.
• Customers are responsible for securely packaging all returns to prevent transit damage.

Restocking Fees

• Minimum 15% restocking fee may apply to returns requested more than 30 days after product receipt.
• Minimum 20% restocking fee on all tile product returns due to their fragile and specialty nature.
• Used items are subject to a minimum 25% restocking fee pending inspection.
• Store credit may be offered in lieu of a restocking fee where applicable.

Return Condition Grading

All returned items are graded upon receipt. Your refund is determined by the condition assigned during inspection.

If a returned item is damaged in transit using a Contractors Direct label, we will file the claim on your behalf. If your own label was used, you are responsible for filing the claim. Your refund is subject to the carrier's inspection result.

Special Return Situations

• Reconditioned / Refurbished Items: All sales are final. Not eligible for returns.
• Special & Custom Orders: Not eligible for return or refund once the order is submitted.
• Factory Drop-Ship Items: May be subject to a restocking fee per the manufacturer's return policy.
• Freight Returns: Customer is responsible for packaging to meet LTL guidelines. Contact us for assistance.
• Affirm Returns: Call us to begin the process. A credit card is required on file before we issue a return label — it will only be charged if a restocking fee applies after inspection, and you will be notified before any charge.

Exceptions

Exceptions may be considered at our discretion for items that are unopened, in original packaging, and returned within the approved timeframe. To request an exception, contact us with your order number and reason for return.