Customer Support Answers

• To view the status of your order, visit the Track Order page and first enter your order number, which can begin with a W, C or H. Then, if your order number begins with a W or C, please enter the email address used while placing the order and click Track Order to view the status. If your order number begins with an H, please enter the phone number used while placing the order to view the status. 
• If you placed the order while you were logged into your account with The Home Depot, you can also log in to view your order status in the Online Orders section of My Account. 
• If you are unable to view your order status online or need additional help, please contact Customer Support by texting “Support” to 38698, 24 hours a day, 7 days a week, or by calling for assistance at 1-800-430-3376 7 days a week, 6a.m. - 2a.m. ET.
  

DELIVERY/SHIP TO HOME 

This process varies according to your order type and which stage the order is in.

To cancel a Delivery/Ship-to-Home order, visit My Account or Track Order to see your order details and click on the Cancel Items button to cancel the order online. You may cancel the entire order within 45 minutes of placing the order. Individual items and orders completely or partially paid for with a gift card cannot be canceled online and require contacting Online Customer Support by texting “Support” to 38698 or calling for assistance at 1-800-430-3376. Online Customer Support can assist with canceling entire orders, individual items within an order and orders paid for with gift cards only if contacted within 45 minutes from having placed the order. Once the 45-minute window has passed, the order cannot be canceled.

To cancel your order, Customer Support can be reached by texting “Support” to 38698, 24 hours a day, 7 days a week, or by calling for assistance at 1-800-430-3376 7 days a week, 6a.m. - 2a.m. ET. Please have your original payment information available when calling to cancel your order. 

If it is too late to cancel your order, you may return any unwanted items in accordance with our returns policy.

Buy Online Ship to Store
 
To cancel a Buy Online Ship to Store order, visit My Account or Track Order to see your order details and click on the Cancel Items button to cancel the order online. You may cancel an entire order or individual items of an order within 45 minutes of placing the order. Orders completely or partially paid for with a gift card cannot be canceled online and require contacting Online Customer Support by texting “Support” to 38698 or calling for assistance at 1-800-430-3376. Online Customer Support can assist with cancelling entire orders, individual items of an order and orders paid for with gift cards only if called within 45 minutes from having placed the order. Once the 45-minute window has passed, the order cannot be canceled. 
 
To cancel your order and/or in-store pickup, Customer Support can be reached by texting “Support” to 38698, 24 hours a day, 7 days a week, or by calling for assistance at 1-800-430-3376 7 days a week, 6a.m. - 2a.m. ET. Please have your original payment information available when calling to cancel your order. 

If it is too late to cancel your order, you may return any unwanted items in accordance with our returns policy.

Buy Online Pick Up in Store
 
To cancel a Buy Online, Pick Up in Store order, visit My Account or Track Order to see your order details and click on the Cancel Order button to cancel the order online. Entire orders may be canceled only if they meet the following criteria: 1. The order was not paid for completely or partially with a gift card, 2. All items in the order are being picked up at the same store, 3. The order may not be partially picked up, and 4. All items were purchased as Buy Online, Pick Up in Store items. If your order does not meet the above criteria, it may require contacting Customer Support by texting “Support” to 38698 or calling for assistance at 1-800-430-3376.
 
To cancel your order and/or in-store pickup, Customer Support can be reached by texting “Support” to 38698, 24 hours a day, 7 days a week, or by calling for assistance at 1-800-430-3376 7 days a week, 6a.m. - 2a.m. ET. Please have your original payment information available when calling to cancel your order.

Buy Online Deliver from Store

To cancel a Buy Online Deliver from Store order and/or the delivery from store, please contact Customer Support by texting “Support” to 38698, 24 hours a day, 7 days a week, or by calling for assistance at 1-800-430-3376 7 days a week, 6a.m. - 2a.m. ET. Please have your original payment information available when calling to cancel your order.

Appliances

To cancel an appliance order, visit My Account or Track Order to see your order details and click on the Cancel Appliance button to cancel the order online. The entire order may be canceled up to 72 hours prior to the scheduled delivery day. You also may contact Customer Support by texting “Support” to 38698, 24 hours a day, 7 days a week, or by calling for assistance at 1-800-430-3376 7 days a week, 6a.m. - 2a.m. ET to cancel entire orders, individual items and associated parts. 
 
To cancel your order, contact Customer Support by texting “Support” to 38698, 24 hours a day, 7 days a week, or by calling for assistance at 1-800-430-3376 7 days a week, 6a.m. - 2a.m. ET. Please have your original payment information available when calling to cancel your order.

Online Return Policy

Most merchandise can be returned within 180 days of purchase unless noted in our Online Return Policy Exceptions. Refunds will be issued to the original form of payment. Original shipping charges will be deducted from the refund unless the return is the result of an error by Homedepot.com. Please note bundled items need to be returned with all components for a full refund.

Online Return Options:

Return to Store

While items purchased on homedepot.com can be returned to any of our retail stores nationwide, we ask that customers refrain from making in-store returns at this time, in order to limit store traffic.

• Credit will be issued in-store at time of return and no return shipping charges will be incurred. * 
• To enable quick processing of your return, please bring with you a copy of your bar coded shipping confirmation email or the credit card used to make the purchase.
  

By Mail

For most orders delivered by UPS or Fed Ex, you can use the enclosed small parcel return label to mail your return. Alternately, you can arrange to return on your own, using the address specified on the return label.**

• Credit will be issued at the time the merchandise is received in our warehouse. * 
• Return shipping costs will be the responsibility of the customer unless the return is the result of an error by Homedepot.com.
  

Call

If you need assistance with the return of larger items, or if you have any other questions, please contact Customer Support by texting “Support” to 38698, 24 hours a day, 7 days a week, or by calling for assistance at 1-800-430-3376 7 days a week, 6a.m. - 2a.m. ET.

*Please note that, depending on the form of payment tendered, it may take 2-10 business days after your credit is applied for it to post to your account.

**All Alaska and Hawaii non-UPS returns must be returned to a retail store.

Visit our Return Policy Page for additional information and exceptions to our online purchase return policy.

In-Store Purchase Return Policy Basics

In order to limit store traffic, we ask that customers refrain from making in-store returns at this time. Returns within 180 days of purchase and with a valid sales receipt will be exchanged, refunded in cash, credited to your account or refunded via The Home Depot store credit.

Visit our Return Policy Page for exceptions to our in-store purchase return policy.

To reschedule your Major Appliance order, visit My Account or Track Order to see your order details and click Reschedule Delivery. Select from the available calendar dates then click Update.

The option to reschedule Major Appliance orders on Homedepot.com is not available within 48 hours of the scheduled delivery date. To reschedule an order within 48 hours of delivery, please contact Customer Support by texting “Support” to 38698, 24 hours a day, 7 days a week, or by calling for assistance at 1-800-430-3376 7 days a week, 6a.m. - 2a.m. ET.

Major Appliance orders cannot be rescheduled past 30 days from the original delivery date. Orders that need to be rescheduled past 30 days from the original delivery date must be cancelled and re-ordered.

To cancel an appliance order, visit My Account or Track Order to see your order details and click on the Cancel Appliance button to cancel the order online. The entire order may be canceled up to 72 hours prior to the scheduled delivery day.

To cancel your order within 72 hours of the scheduled delivery date, please contact Customer Support by texting “Support” to 38698, 24 hours a day, 7 days a week, or by calling for assistance at 1-800-430-3376 7 days a week, 6a.m. - 2a.m. ET.

There are two ways to search for Home Depot Store locations.

Using Our Store Finder

• Click the Store Finder link at the top of the page 
• Once you have reached the store finder page, enter your zip code in the Find A Store search box and press enter 
• The listing of stores within 50 miles of your searched zip code will display on the left side of the screen 
• Each listing will include the store address, phone number, hours and offered services, as well as links to get directions to the store, current local ads, and store layouts
  

Selecting Your Local Store

• At the top of the home page, just above the search box, click the orange Change link next to your current store location. If you do not have a local store selected, click on Select Your Local Store. 
• Enter your zip code or city and state in the box labeled Find A Store and then click the orange magnifying glass button to the right. This will populate a list of stores within 50 miles of your searched location. 
• Each listing will include the store address, phone number and hours, as well as a link that allows you to view the store locations on a map. 
• Click the Make This Your Store button next to the store you wish to choose.
  

• To schedule an installation or request a quote, please visit our Home Services page. 
• Once on that page, select the type of installation or service you are looking for and you will be taken to the page specific to the type service you chose. 
• On the top of our various service pages are links to schedule installations or measurements as applicable.
  

Visit our Credit Offers page to view current credit promotions.

• To schedule a payment, visit our Credit Center page. 
• Select the appropriate card image to sign-in to your account. 
• If you have a payment source added to your account or would like to add a payment source, click the Make a Payment button from the home page or go to the Payment dropdown from the main menu. 
• From the Make a Payment page, select a payment amount, payment source and payment date. 
• Click Verify Information and you'll see the verification page with the payment information populated. 
• To continue with the payment, click Authorize and you'll see a payment confirmation. 
• To cancel or modify the payment, click Cancel. 
• To confirm a payment was received, go to the Payment dropdown from the main menu, select View Scheduled Payments, then Payment History. This page will allow you to view the posted payments for your account.
  

After you finalized your order, you should have seen an Order Confirmation page. If you saw that page, the order was successfully submitted. If you did not see that page or don't remember it, the next way to know your order was successful is through the email confirmations that you will receive.

For orders that are shipping directly to you:

• You will get an Order Confirmation Email after payment has processed soon after your order is submitted on homedepot.com.
  

For buy online, in-store pick up or major appliance orders:

• You will receive an Order Confirmation email within 5 minutes after payment has processed.
  

For buy online, ship to store orders:

• You will get an Order Received email within five minutes after payment has processed.

If you don't receive email confirmation, the third way you can make sure that your order was successful is to validate the order on homedepot.com.

• Go to the Order Status Page
• If you were logged in to your account when you placed the order, Log into My Account on the left hand side of the Order Status using your email address and password.
  
• The list of the orders that have been placed under your account will display, with the most recent order at the top. If you see your order listed there, it was placed successfully.
• If you were not logged into your account when you placed the order or do not have an account on homedepot.com, enter your email address on the Order Status page and then select the I checked out as a guest option.
• Enter the order number you are trying to validate in the box that appears and click the Submit button.
• If the order is found and displayed, it was placed successfully.
  

• Visit our Credit Center page, then select the appropriate card image to access the online account management site; log in or register to access your online account. 
• After logging into your account, go to the Account Activity menu from the home page and select Download Statements to view your billing statements. 
• You then have the ability to create reports and download transactions into spreadsheets, PDFs and other formats.
  

• Visit our Credit Center page, then select the appropriate card image to access the online account management site; log in or register to access your online account.
• Go to the Account Activity area from the home page and select View Account Activity; from this page, you will be able to see the current balance and due date on your account.
  

• Using the search bar on the site, find the product you are interested in and bring up the Product Information Page.
• Product Availability is shown at the top right of the Product Information page in the gray box where the Add to Cart or Add to List button is displayed.
• If the product is available to be purchased online for shipment directly to you, the Ship to Home option will display.
• If the product is available to be purchased online, shipped to your local store and picked up there, the Ship to Store option will display.
• If the product is available to be purchased online from current store inventory and picked up there, the Pick Up In-Store option will display.
• If the product can only be purchased by going to a store and buying it there, the message Item Must Be Purchased In-Store will display.
• If the product is normally sold online but is out of stock or backordered, Out of Stock Online or Backordered Online will display (you may place an order for a backordered item if you wish, but not for an out of stock item).

We accept the following payment methods on homedepot.com:

CREDIT CARDS:

• The Home Depot Consumer Card 
• The Home Depot Commercial Card 
• Visa 
• Mastercard 
• American Express 
• Discover

GIFT CARDS:

• The Home Depot Gift Card 
• eGift Card
  

PAYPAL

PROPURCHASE CARD