If an item arrives damaged, there is an issue with your order, or you need to request a return or refund, you can report it through chat. This process creates a support ticket so the issue can be reviewed. This article explains how to submit a request and what happens after you do.
Supplier policies vary and may affect available resolutions.
Submitting a request does not guarantee approval.
- If the question is related to a product's warranty, please check the product information page or start a chat.
Reviewing return information by item
Before you begin
For the best experience, sign in to your Direct Supply account.
Reporting order issues
Select the chat icon in the lower right corner of your screen.
Start a chat and explain the issue, including your order number and a description of the problem.
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This creates a support ticket for the Customer Service team.
The team will contact the supplier to review the issue.
If the issue is not resolved in chat, a ticket will be opened for our customer service team to contact the supplier.
Reviewing return information by item
Some products are flagged with a "returnable item" tag. Use this to review any return information or restrictions for that particular item.
If you have a question about refunds, please start a chat with our Customer Service team.
Troubleshooting order issues
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Orders missing for a location:
Confirm the correct location is selected.
Verify your user role includes access to that location.
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Cannot switch locations:
Your account may only be assigned to one location.
Additional access may be required to view other locations.
Need help or want to submit a request?
Sign in and start a chat for the fastest support!
Customer Service Contact information:
Phone Number: 800-260-8558 (Option 1)
Fax: 800-770-1707