Customer Support Answers

What's the status of my order?

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.

How can I cancel my order?

We understand circumstances change and you may need to cancel your order. You have the option to cancel your order before it’s shipped or before your order is picked up from the store, as described below.

DELIVERY (For appliance orders, see below) To cancel an online order, please visit MyAccount. Select the order number and click on the Cancel Items button to cancel your order. If you’re unable to cancel your order, you may return any unwanted items in accordance with our Return policy. Please note: Customer Support can assist with canceling specific line items and orders involving The Home Depot Gift Cards.

STORE PICK UP/SHIP TO STORE To cancel a pick-up order, please visit MyAccount. Select the order number and click on the Cancel Items button to cancel your order. You can cancel your pick-up order at any time prior to pick-up. If you’re unable to cancel your order, you may return any unwanted items in accordance with our Return policy. Processing times could vary depending on the order size.

APPLIANCES To cancel an appliance order, please visit MyAccount. Select your appliance order number and click Cancel appliance order to cancel your order. The entire order may be canceled up to 72 hours prior to the scheduled delivery day.

ONLINE CUSTOMER SUPPORT If you need of additional support, please contact our Online Customer Support team by texting “Support” to 38698 or by calling 1-800-430-3376. Hours of Operation: For SMS, we’re available 24 hours a day, 7 days a week. For phone, we’re available 7 days a week, 6am – 2am EST.

How do I return an item?

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.

How can I reschedule my Major Appliance Delivery?

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.

How can I get details about my local store?

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.

Can you measure my home for installation services?

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.

Do you have any credit offers?

Visit our Credit Offers page to view current credit promotions.

How can I make and verify credit card payments?

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.

Was my order placed successfully?

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.

If you receive the email(s) indicated below by order type, your order was successfully submitted.

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.

Can you show me my bill information?

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.

How much is my payment and when is it due?

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.

Can I check online/in-store product availability?

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).

What forms of payment can be used online?

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