How do I return an order?

Simply complete the easy return/exchange form prior to shipping the item(s) back for return or exchange. It's fast and easy! Here's how it works: Submit the Return Request . We'll then send you an email that confirms your return/exchange and provide you with a record of your request. When we receive the item you've returned in the original box, in like-new condition, we'll get your replacement item shipped or credit issued quickly as possible. Customer is responsible for all shipping charges unless the product is defective or we made an error. We reserve the right to refuse returns at our sole discretion. Items must be returned within 30 days of the date of delivery. IMPORTANT NOTICE CONCERNING REFUNDS: As soon as you return your item to us and it's received into our systems, we will expeditiously send a refund request to your bank. Please note that while the funds are instantly deducted from our account, some banks are taking as long as a week to process and post these refunds to their customers' accounts.

What if I can't remember my username and password?

Our "forgotten password" feature provides an immediate recovery solution. To help prevent this problem from occurring again in the future, we highly recommend the use of https://lastpass.com/

How do I track my order?

You will receive an email with tracking information (if tracking is available). Please allow 24 hours for processing.

How do I contact customer service?

Click the "Contact Us" button at the top of the screen and send your information, or call us from 7:30 AM to 4:00 PM CST at 800-859-4077.

How do I view my order history?

After logging in, click on "My Account" and all previous orders will be listed.

How are backorders handled?

From time to time we may not have an item available for immediate delivery. A customer service representative will contact you in that case. You will have the option of having your order shipped without the backordered item or to wait until the order is complete. If your order is under $300.00, and you decide to have a partial order shipped, you will be charged freight for both the partial and final shipments at the applicable rates. If your order is over $300, you will not be charged freight under any circumstances.

How much does shipping cost?

All UPS, FedEx, USPS and/or LTL Truck shipment shipping costs are determined by the estimated weight and destination zip code of the order. We use "live" rates for the most accurate shipping cost as possible. We shop aggressively for the best truck shipment rates! During the order process you will be able to review your shipping charges before you finalize your order.

How do I set up an account for my company?

Click "Contact Us" and request a credit application.

Frequently Asked Questions | Big Rock Supply

Need Help? Call Us: (1) 800-859-4077

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How do I return an order?: Simply complete the easy return/exchange form prior to shipping the item(s) back for return or exchange. It's fast and easy! Here's how it works: Submit the Return Request. We'll then send you an email that confirms your return/exchange and provide you with a record of your request. When we receive the item you've returned in the original box, in like-new condition, we'll get your replacement item shipped or credit issued quickly as possible. Customer is responsible for all shipping charges unless the product is defective or we made an error. We reserve the right to refuse returns at our sole discretion. Items must be returned within 30 days of the date of delivery.

IMPORTANT NOTICE CONCERNING REFUNDS: As soon as you return your item to us and it's received into our systems, we will expeditiously send a refund request to your bank. Please note that while the funds are instantly deducted from our account, some banks are taking as long as a week to process and post these refunds to their customers' accounts.
What if I can't remember my username and password?: Our "forgotten password" feature provides an immediate recovery solution. To help prevent this problem from occurring again in the future, we highly recommend the use of https://lastpass.com/
How do I track my order?: You will receive an email with tracking information (if tracking is available). Please allow 24 hours for processing.
How do I contact customer service?: Click the "Contact Us" button at the top of the screen and send your information, or call us from 7:30 AM to 4:00 PM CST at 800-859-4077.
How do I view my order history?: After logging in, click on "My Account" and all previous orders will be listed.
How are backorders handled?: From time to time we may not have an item available for immediate delivery. A customer service representative will contact you in that case. You will have the option of having your order shipped without the backordered item or to wait until the order is complete. If your order is under $300.00, and you decide to have a partial order shipped, you will be charged freight for both the partial and final shipments at the applicable rates. If your order is over $300, you will not be charged freight under any circumstances.
How much does shipping cost?: All UPS, FedEx, USPS and/or LTL Truck shipment shipping costs are determined by the estimated weight and destination zip code of the order. We use "live" rates for the most accurate shipping cost as possible. We shop aggressively for the best truck shipment rates! During the order process you will be able to review your shipping charges before you finalize your order.
How do I set up an account for my company?: Click "Contact Us" and request a credit application.

Frequently Asked Questions

General Questions