Question 1

How long do I have to return an item?

Accepted Answer

For most items, you may initiate a return for refund of the purchase price (not including shipping) within 90 days of receipt. Items cannot be returned or exchanged after 90 days from receipt of the order. Refunds will be applied to your account (minus return shipping) once the item(s) has been received and inspected by our warehouse team.

Question 2

Which items are eligible for return?

Accepted Answer

*Most items can be returned within the stated time frame for a refund (see EXCEPTIONS list below).

To qualify for a general return, the item:

Must be in resalable condition 
Must be free from scratches and/or defects 
Must not have been installed 
Must be in the original manufacturer’s box and packaging and be free of writing. 
Must not be missing pieces 
Must not be clearance/liquidations/closeout

EXCEPTIONS

Certain product categories have specific returns policies.

Tile & Flooring
Appliance
Furniture

Question 3

Is there a restocking fee?

Accepted Answer

No. There is no restocking fee on returned items.

Question 4

The item I received was defective. How do I get a refund?

Accepted Answer

You may initiate a return for a defective item within 90 days of receipt for a full refund.

Question 5

I received the wrong item. How do I get a refund?

Accepted Answer

You may initiate a return for an incorrect item within 90 days of receipt for a full refund.

Question 6

How do I set up a return?

Accepted Answer

You can set up your return online at with your Fergusonhome.com account. An account is necessary to set up returns or cancel orders.

Account Holders

Sign into your account.
Choose “Set up a Return” and follow the on-screen instructions.

Guest User

Select “Orders & Returns” link from the header on Fergusonhome.com, then choose “Set up a Return”
Follow the on-screen instructions to create an account so you may set up your return.

Question 7

How do I send my return?

Accepted Answer

We recommend using the packaging from the original shipment if possible. Follow the instructions provided with the Return Goods Authorization (RGA) number we sent via email. If you’re using a return label that we provided, print the return label, attach it to the outside of the box, and drop your shipment off at any UPS location.

Return labels help us efficiently track your return. If you choose another shipping method, please inform us by contacting customer service.

If your shipment will travel via freight (semi-truck, LTL, etc.), then repack all items very well, secure them to the original pallet(s), and prepare them for shipment (we recommend using the packaging from the original shipment). Follow the instructions provided with the RGA number we sent via email. Print the freight label that we provided via email. Do not attach the freight label to the shipment. Use the instructions provided to contact the carrier and schedule your freight pickup.

Question 8

How do I cancel an order?

Accepted Answer

Because our orders process quickly, there is a very short period of time in which an order can be cancelled.

Locate your order by logging into your account. You must have a Fergusonhome.com account to cancel an order. If you placed your order as a “Guest” you must create an account to proceed. 
If a “Cancel Order” button is visible, you may cancel your order online without assistance. 
If the “Cancel Order” button is not visible, it may be possible to request cancellation before an order ships by contacting our customer service team.

Question 9

When should I expect my refund?

Accepted Answer

For most general or defective returns, we will process your credit once we have confirmation that the item has been received and inspected by our warehouse. Please allow 5 to 10 business days following delivery to our warehouse for credits to be issued. Refunds will be issued per our return policy.

For refused shipments, damaged shipments, and freight claims filed within two (2) business days of receipt, credit will be issued as soon as possible. However, please allow 5 to 10 business days to complete processing.

Question 10

What is a Freight Return Label and when will I receive it?

Accepted Answer

A Freight Return Label is used to return items via freight (semi-truck, LTL, etc.). This shipping method is used for bulky, heavy, or palletized products.

A Freight Return Label will automatically be issued at no charge for defective returns. 
Freight Return Labels for general returns are offered at a per-pallet-flat-rate. The cost will be deducted from your credit. 
Labels are emailed separately from your return authorization email. Your label will come with instructions and carrier contact information for scheduling pick-up timeframe.

Question 11

What is a Call Tag and how does it work?

Accepted Answer

A call tag is an additional convenience option for general returns, and is set up when a shipping carrier needs to pick up an item from your home or business and deliver it back to our warehouse. Call tags are for parcel shipments (UPS only) and must be set up through customer service.

The cost of a call tag is $8.00 per package, plus the cost of shipping. The total cost of all call tags combined with all shipping charges will be deducted from your credit amount. A call tag takes 24 hours to process. Once processed, the carrier will make up to 3 attempts to pick up the package(s) from your home or business.

Question 12

My purchase was damaged in transit. How do I return it, request a replacement, and/or file a claim?

Accepted Answer

You may log into your account to access the return request tool. When setting up the return please select “it was damaged in shipping” as the return reason. In the description please provide as much detail as possible of the damage. You will be prompted to upload three (3) photographs of the damage.

If you notice damage while the carrier is on site, DO NOT take possession of the damaged product(s). Instead, take a picture of the damage, gather copies of the paperwork from the carrier (if possible), and refuse delivery. Next, contact the customer service team.
If you notice damage after delivery (concealed damage), take pictures of the damage, and complete the return online, or contact the appropriate customer service team. Items shipped via ground shipping must be reported within 30 days. Freight carriers only allow two (2) business days after delivery to file a freight claim. You may set up a claim online through your account.

We will not be able to help with any complaints of damages, including visible or material defects, after the product has been installed or altered.

Question 13

I did not receive all my products. What do I do?

Accepted Answer

There are occasions when an order is shipped from multiple locations and will arrive at different times. In the event that all material is not delivered, please contact our customer service team.

Question 14

My purchase was lost in transit, what should I do?

Accepted Answer

In case of a lost shipment, please contact our customer service team as soon as possible for assistance.

Question 15

Who do I contact if I need assistance with a return?

Accepted Answer

Please call one of our teams for help:

All Products: (800) 375-3403
Appliance Specialist Team: (855) 484-3292
Flooring & Tile Specialist Team: (855) 484-3293

Question 16

What can I pay with?

Accepted Answer

We currently accept the following forms of payment:

Amazon Payments: Amazon Payments allows members to establish an account for easy payment at checkout. For more information, visit: https://payments.amazon.com/sdui/sdui/home

Ferguson Line of Credit

Check: Once you've created your cart on one of our sites, contact us and we'll help by getting you additional information and assist with processing your order.

Credit cards: VISA, MasterCard, Discover, and American Express. Your card must have a verifiable billing address.

PayPal: PayPal allows members to have a personal account linked to any bank account or credit card for easy payment at checkout. Visit: https://www.paypal.com.

Wire transfers: Once you've created your cart on one of our sites, contact us and we'll help by getting you additional information and assist with processing your order.

Question 17

What products does Ferguson Home offer for home projects?

Accepted Answer

Ferguson Home offers a wide selection of bath, kitchen, and lighting products from renowned brands, suitable for new construction or renovation projects.

Question 18

What are the operating hours of Ferguson Home in Burlington, MA?

Accepted Answer

Ferguson Home is open Monday to Friday from 9:00 AM to 5:00 PM, Saturday from 10:00 AM to 2:00 PM, and closed on Sundays and certain holidays.

Question 19

How can I return an item purchased from Ferguson Home?

Accepted Answer

You may initiate a return within 90 days of receipt for most items by logging into your Fergusonhome.com account and following the return process online.

Question 20

Are there any restocking fees for returns at Ferguson Home?

Accepted Answer

No, Ferguson Home does not charge any restocking fees for returned items.

Question 21

How can I set up a return if I don't have a Fergusonhome.com account?

Accepted Answer

Guest users can go to the 'Orders & Returns' section on Fergusonhome.com, select 'Set up a Return,' and follow the instructions to create an account for return processing.

Question 22

What payment methods does Ferguson Home accept?

Accepted Answer

Ferguson Home accepts Amazon Payments, Ferguson Line of Credit, checks (with assistance), credit cards (VISA, MasterCard, Discover, American Express), PayPal, and wire transfers.

Question 23

Can I visit other home improvement businesses near Ferguson Home in Burlington?

Accepted Answer

Yes, nearby you can find Ferguson Plumbing Supply and Ferguson HVAC Supply, which also specialize in kitchen, bath, and appliance products, useful for comprehensive project needs.

Question 24

Are there any nearby places to eat or relax after visiting Ferguson Home?

Accepted Answer

Yes, American Food Systems restaurant and Marriott Hotels Resorts Suites are nearby and great options for dining or relaxing after your visit.

Question 25

What contractor and home improvement services are available near Ferguson Home?

Accepted Answer

Nearby service providers include Driscoll Electric Co., Fresh Start Contracting, and Fidess Group Inc., which offer electrical, contracting, and related professional services.

Question 26

How can nearby educational or community services be useful when visiting Ferguson Home?

Accepted Answer

Facilities like Burlington Day Care & Nursery and Metro Boston EMS Council provide education and community support nearby, which might be beneficial for families and local residents visiting Ferguson Home.

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