Frequently Asked Questions

Answers to the questions we hear most about shipping, returns, warranty, payment and trade accounts at The House Supplier. Can't find what you need? Email info@thehousesupplier.com or call (404) 678-9908, Monday through Friday, 8:00 AM to 5:00 PM Eastern Time.

Shipping & Delivery

Where do orders ship from, and how long does delivery take?

Orders ship from Seattle, Washington, via UPS Ground. Orders are processed within 1 to 2 business days after payment is confirmed (orders placed on weekends or U.S. holidays are processed the next business day). Standard delivery typically takes 3 to 7 business days after your order ships, depending on your location. Items marked “Special order” typically ship within 1 to 2 weeks. Delivery times are estimates, not guarantees. See our Shipping Policy for details.

Do you offer free shipping?

Yes. Standard parcel shipping is free on orders of $99 or more for eligible items. Some heavy or bulky items are not eligible for free shipping and ship at the carrier rate shown at checkout. Pipe, tube and other long lengths (8 ft and longer) ship by truck with one flat freight charge per order, and truck freight is free for those items when the pipe and tube in your order totals $1,500 or more.

How are heavy and oversized items shipped?

Large or heavy items, such as water heaters, boilers, storage tanks and bathtubs, ship by LTL freight carrier. The freight charge is shown at checkout and is based on the order weight and delivery region. The carrier may contact you to schedule a delivery appointment. Freight and oversized items ship within the contiguous United States only; for freight to Alaska, Hawaii or a U.S. territory, contact us for a quote.

What should I check when a freight delivery arrives?

Inspect the shipment carefully before you sign. Check the packaging and the product for visible damage, and write any damage on the delivery receipt before signing. Take photos, then contact us within 7 days of delivery at info@thehousesupplier.com or (404) 678-9908 so we can make it right.

Do you ship to Alaska, Hawaii or outside the United States?

Parcel orders ship to all 50 U.S. states, including Alaska and Hawaii, as well as U.S. territories and APO/FPO/DPO addresses. Freight and oversized items ship within the contiguous United States only (contact us for a quote elsewhere). We do not ship internationally at this time.

Orders & Payment

How do I track my order?

When your order ships, we email you a tracking number. Please allow 24 to 48 hours for tracking information to update. If you have an account, you can also check order status under My Account. If you can't find your tracking details, email info@thehousesupplier.com with your order number.

Can I cancel or change my order?

Contact us as soon as possible at info@thehousesupplier.com or (404) 678-9908. We can cancel or change an order before it has shipped. Once an order has shipped, it must be handled as a return under our Return & Refund Policy.

What payment methods do you accept?

We accept major credit and debit cards, including Visa, Mastercard, American Express and Discover, through Shopify's secure, SSL-encrypted checkout. Depending on your device, express options such as PayPal, Shop Pay, Apple Pay and Google Pay may also be available. The payment options available to you are shown at checkout. We never store your card details.

Do you charge sales tax?

Posted prices do not include tax. Any applicable sales tax is calculated at checkout based on your shipping address and the items in your order, and it is shown before you pay.

Returns, Damage & Warranty

What is your return policy?

You have 30 days after receiving your item to request a return. Items must be unused, in the same condition you received them, with all original tags and packaging, plus your receipt or proof of purchase. To start a return, contact info@thehousesupplier.com or call (404) 678-9908; we'll send instructions on how and where to ship it. Items sent back without first requesting a return will not be accepted. Custom or special-order products, hazardous materials, flammable liquids, gases, personal care goods, sale/clearance items and gift cards cannot be returned. Full details are in our Return & Refund Policy.

Is there a restocking fee?

Yes. A 15% restocking fee applies to returned items and is deducted from your refund. Customers pay return shipping unless the item was defective, damaged or incorrect. If the return is due to our error, we cover return shipping and waive the restocking fee. Approved refunds go back to your original payment method within 10 business days.

What if my item arrives damaged, defective or wrong?

Inspect your order when it arrives and contact us within 7 days of delivery if anything is damaged, defective or incorrect. Email info@thehousesupplier.com with your order number and photos, and we'll evaluate the issue and make it right. When the problem is our error, return shipping is on us and no restocking fee applies.

Do your products come with a warranty, and how do I make a claim?

Products carry the manufacturer's warranty. Warranty terms, coverage periods and claim procedures are set by each manufacturer and vary by product. Most claims are handled by the manufacturer or its authorized service network. We can help by providing your proof of purchase, confirming model and part numbers, and pointing you to the right manufacturer contact. See our Manufacturer Warranty Information page for more.

Products & Trade Accounts

Are you an authorized dealer?

The products we sell carry the manufacturer's warranty. The House Supplier is an independent reseller: unless expressly stated, we are not affiliated with, endorsed by or sponsored by the manufacturers whose products we sell. If you need documentation for a specific brand or project, contact us and we'll tell you what we can provide.

Do you offer trade or contractor accounts?

Yes. Our Trade Account Program is for licensed plumbing, HVAC and hydronic contractors, general contractors and remodelers, and property and facility managers. Benefits include trade pricing on eligible brands, a dedicated point of contact for part lookups and cross-references, and help with bulk orders and job-site shipments. Applications are usually reviewed within 2 business days.

Can I buy tax-exempt?

Yes, for qualifying businesses. Tax-exempt purchasing is available through our Trade Account Program for businesses that provide a valid resale or exemption certificate.

Can you help me find the right part?

Yes. Send us the manufacturer part number, model number or a photo of the existing part, and we'll help you find the right match. Our guides and technical reference charts also cover sizing, specifications and cross-references.

How can I contact The House Supplier?

Email info@thehousesupplier.com or call (404) 678-9908, Monday through Friday, 8:00 AM to 5:00 PM Eastern Time (closed weekends and major U.S. holidays). A real person reads every message, and we reply within one business day. You can also use our contact form.

Looking for a one-page summary? See Store Facts for our shipping, returns, payment and contact details.