If something we sold you is wrong, damaged, or not what you ordered, we fix it. This policy covers materials bought from our store, memberships, and site services we coordinate through our provider network.
01Materials and tools
Returns. Items can be returned within 30 days of pickup or delivery if they are unused and in the original box or packaging, with the order number. Bring them to the yard, or message us on WhatsApp at (718) 925-1010 to arrange a pickup.
Restocking fee. Returns are subject to a 25% restocking fee. The fee does not apply when the return is our mistake (wrong item, wrong quantity, or damaged on arrival).
Refunds go back to the original payment method, less the restocking fee, within 5–10 business days after we receive and check the item.
Our mistake, our cost. Wrong item, wrong quantity, or damaged on arrival: tell us within 48 hours of delivery, with a photo if you can. We replace it or refund it, and we pick up the wrong item at no charge.
Not returnable:
- Special orders and items sourced to order for you (lumber cut lists, sheetrock, roofing, anything not normally on our shelf), unless they arrive wrong or damaged
- Material cut, mixed, opened, installed, or exposed to weather on site
- Partial bags, boxes, or bundles; used blades and bits
- Safety gear and workwear that has been worn
Delivery fees are not refunded once the delivery has gone out, unless the delivery was our mistake.
Cancelling an order. Before it is picked or loaded: full refund. After it leaves the yard: treated as a return.
02Memberships (Starter, Growth, Partner Pro)
- Plans are billed monthly in advance. Cancel any time by messaging us; cancellation takes effect at the end of the current billing month, and you keep your benefits until then.
- We do not give partial-month refunds, except where the law requires it or where we made a billing mistake.
- Unused monthly office credits do not roll over; credits reset every month and have no cash value. Extra credits bought at $30 each are non-refundable; unused extra credits carry over to the next month.
- Upgrades take effect right away. Downgrades take effect at the next billing date.
- Billed in error, or charged after you cancelled? Message the Accounts Desk and we refund it.
Always free and never charged credits: questions, advice, order status, explaining or translating a notice, and fixing our own mistakes.
03Site services and providers
Site services (dumpsters, trucking, fencing, porta potties, expediting, engineering, subs and others) are performed by independent providers in our network. We coordinate them; the provider does the work under its own license and insurance.
- Before you say YES to a quote, we tell you the provider’s cancellation terms that apply to that booking.
- Cancel in writing (WhatsApp or email). Once a booking is confirmed, cancellation fees the provider charges may apply.
- Problems with the work itself: tell us within 3 business days. We take it up with the provider on your behalf and keep you posted in writing. Refunds for provider work depend on the provider’s terms.
- Fees we charged for our own coordination are refunded if we failed to deliver what we promised.
04Norma (Collections) and Lisa (Payroll)
These are part of Growth and Partner Pro and follow the membership rules above. Extra payroll workers ($4.99 per worker per month) are billed monthly and can be removed any time; the charge stops at the next billing date. We never take payment for a member’s customer: money Norma collects goes directly to the member.
05How to ask for a refund
- WhatsApp: (718) 925-1010 — say “refund” or “return” and your order number
- Phone: (718) 925-1010
- Email: info@partnersupplyusa.com
- Hours: Monday–Friday, 7 AM–4 PM. Our AI coordinators answer any time; a person in our office reviews and approves every refund.
This policy does not limit any rights you have under New York law.