hdsupply.ca - Welcome To HD Supply Facilities Maintenance
Virtual Catalogue | Services | Resources | Customer Support  

Frequently Asked Questions
Click on any of the links below for more information. For other questions you'd like answered, please send an email to our Customer Service team or call 1.800.782.0557.

Online Ordering
Product Information
Distribution / Delivery
Product Returns
Credit
Updated Hours of Operation
We're ready to take your order 13 hours a day, from
7am - 8pm Eastern Time, Monday through Friday.*
Pacific: 4am - 5pm Mountain: 5am - 6pm
Central: 6am - 7pm Eastern: 7am - 8pm
Atlantic: 7am - 8pm  
* Closed on New Year's Day, Good Friday, Victoria Day, Canada Day, Labour Day, Thanksgiving Day, Christmas Day and Boxing Day.

Online Ordering
Can I open a web account online? Yes, you will need to register online before you can make any purchases. Please visit www.hdsupply.ca and look for the "Create Online Account" link on our site. A customer service representative will confirm your account information and get back to you within 48-hours. If you would like to order immediately, you can do so on your credit card. If you have any questions, please feel free to contact us at 1.800.782.0557.
How do I cancel an order after I have submitted it online? Simply call Customer Service as soon as possible at 1.800.782.0557 and tell them you would like to cancel a web order.
Product Information Top
What if I need a part or supply that is not on this web site (and is not in the catalogue)? No problem. A team of professionals in our Special Orders department is ready to help you by finding a source for your item and telling you what it will cost. For large volume orders, they can also provide price quotes and bids in less than 48 hours. Call or send an email. Simply describe what you need, when and in what quantity and one of our pros will quickly get back to you.
How do I return parts or products that don't work out? We realize there are occasions when you will need to return an item and we accept product back up to 90 days from the date of purchase. To return merchandise, call us at 1.800.782.0557 and we'll arrange your item to be picked up and returned free of charge as well as provide you with a Return Authorization Number. Merchandise must be returned in unused, like-new condition with a pre-authorized Return Authorization Number (RA#) or a credit cannot be issued. Please note freight charges will apply to returned products denoted with +FREIGHT in this catalogue. In case of an error such as Damaged, Shortage or Surplus Items, claims must be reported within 7 days of delivery. Click here to learn more.
Why don't all your product descriptions include complete measurements? Even in an online setting, it is not possible to publish complete product specifications for the thousands of products we carry and also keep them current on a daily basis. We do however list most of them in our catalogue and web site. We will also be happy to answer your questions about specific products via phone or email at the time you're ready to order.
Distribution / Delivery Top
How long will my deliveries take? Order by 4 p.m. local time (3 p.m. in Manitoba) and we will ship the same-day. Most orders are delivered to many Canadian addresses the next business day. Some conditions apply, call for details.
How do I request my orders to be held until they can be shipped complete? Two options are available:
  1. At time of check out, click on the box to the far right of the checkout page that states: ?Do Not Ship Until The Order is Complete?. When this box is selected the system is instructed to not process any back orders and will hold your order until all line items can be 100% fulfilled. Your order will then be shipped complete.


  2. Contact our Customer Service Centre (Phone: 1.800.782.0557 or Email:hdsorders@hdsupply.ca) to request that your account be set up for all orders to ship complete. This ensures any order placed (including phone, fax, email, etc.) will automatically set the order to ship complete. When ordering online however, you would still be required to select the ?Do Not Ship Until The Order is Complete? box at time of checkout to avoid reversing this setting.
Product Returns Top
What do I do if my package arrives damaged? Please note any obvious damage next to your signature at the time of delivery. If you find damage after the driver has left, please be sure to keep the original shipping carton for possible inspection by the carrier. Please call Customer Service at 1.800.782.0557 to report claims within seven days of delivery and include your customer and invoice number.
Credit Top
Who do we make the payables out to? Please send your remittance to HD Supply Canada Inc., Attn: Credit Services, P.O. Box 9239, Postal Station A, Toronto, Ontario, M5W 3M1
How do I reach Credit Services? Credit Services can be reached at:
     Phone: 1.888.558.6111
     Fax: 1.800.620.2681
     Email: HDSC.Credit@hdsupply.com
How do I request electronic invoices? Simply download, complete and submit the e-invoice Request Form. You can also sign up for electronic payments on the same form. Click here to link to the Credit Centre for more information and to download the form.
Can I pay my invoices via an Electronic Fund Transfer (EFT)? Yes. Simply download, complete and submit the e-payment Request Form. You can also sign up electronic invoices on the same form. Click here to link to the Credit Centre for more information and to download the form.
Once you?re set up, remember to email or fax the HD Supply Credit Services team (email: HDSC.Credit@hdsupply.com, fax: 1.800.620.2681) after every payment is made so we can ensure you account is quickly and accurately reconciled.
Ideallygreen Top
What is an ideallygreen product? Ideallygreen represents HD Supply?s selection of environmentally preferable products and services that fall into one of five categories: energy efficiency, water conservation, hazardous material disposal, indoor environmental quality or waste reduction. Products that are tagged as ideallygreen have either earned a certification from a recognized third-party or have been identified by our suppliers to be an environmentally preferable alternative to a similar product. For specifics regarding these products, please refer to the manufacturer's information for each product.

HD Supply also offers an ideallygreen Lamp Recycling Program in partnership with HTR-GROUP, a fully certified resource recovery facility enabling you to recycle 100% of your spent lamps ? nothing is ever land filled!

For more information about ideallygreen products and services, visit www.ideallygreen.ca

 
  Returning Customers Login
  Username
  
  Password
  
  Forgot Your Password?
  
Not Registered Yet?
Enables you to peruse our catalogue and place an order using a credit card only.
  
Registering to create a Customer Account and/or link your order to your Current Account provides faster service, customized reporting and access to exclusive shopping features.
Home  |  FAQs  |  Company Information  |  Help  |  Terms of Use  |  Terms of Sale  |  Privacy & Security
© 2007-2010. HDS IP Holding, LLC. All Rights Reserved. HD Supply Facilities Maintenance and HD Supply Facilities Maintenance logo are trademarks of HDS IP Holding, LLC.
Use of this site is subject to certain terms of use which constitute a legal agreement between you and HD Supply Canada Inc. (1)