Marketplace Orders: How to Get Help (Amazon, Home Depot, Menards)

If your order was placed through one of our marketplace partners (such as Amazon, The Home Depot, or Menards), we're happy to help, but please note that we can only assist you through the marketplace's messaging system. Contacting us through the marketplace (not our website or email) is the fastest way to resolve your issue.

Quick Answer: For marketplace orders, the fastest way to get help is by contacting us through the marketplace where you purchased (Amazon, Home Depot, or Menards). In some cases, marketplaces allow customers to reach out to us directly—if so, we'll be happy to assist you as long as we're following that marketplace's policies.

Why Contact Through the Marketplace?

Reaching out through the marketplace ensures:

• Your message is automatically linked to the correct order
• The right team member sees your request quickly
• All communication stays within the marketplace's approved channels
• We can access the tools needed to help resolve your issue
• We remain compliant with marketplace policies and agreements

How to Contact Us About Your Marketplace Order

Please use the messaging or help options provided by the marketplace where you placed your order:

Amazon

• Go to Your Orders → select the order → choose "Problem with order" or "Contact seller"

The Home Depot

• Go to Your Orders in your Home Depot account → select the order → use the contact seller or help option available

Menards

• Go to Recent Orders / Order History → select the order → use the contact seller or customer service option linked to that order

What If I've Already Contacted You Directly?

If you've reached out to us directly (via our website, email, or phone) about a marketplace order, don't worry! Here's what will happen:

• We'll verify which marketplace your order is from and check their current policies
• If the marketplace allows direct contact, we'll assist you right away while following their guidelines
• If the marketplace requires communication through their system, we'll kindly redirect you to contact us through the marketplace messaging platform to ensure we can properly access your order and resolve your issue

Why this matters: Some marketplaces require that all support communication happens within their platform so they can monitor service quality and maintain proper order documentation. This protects both you and us.

Why Marketplace Communication Requirements Exist

For orders placed on Amazon, Home Depot, Menards, or other marketplaces, we often need to:

• Handle communication within the marketplace's system (per their policies)
• Follow each marketplace's specific procedures
• Use their tools to view, update, or resolve order issues

What this means for you: While we want to help immediately no matter how you contact us, marketplace policies may require us to redirect you to their messaging system. This isn't a preference—it's a requirement we must follow to maintain our partnership with these platforms and ensure we can access your order details.

Common Issues We Can Help With

Once you reach out (through the marketplace or directly, depending on the marketplace's policies), we can assist with:

• Order status and tracking questions
• Missing, damaged, or defective items
• Returns, exchanges, and replacements
• Product questions related to your order
• Billing or charge concerns (as allowed by the marketplace)

Price Matching Policy

We do not offer price matching on marketplace orders. Each marketplace sets its own prices independently, and pricing may differ between Amazon, Home Depot, Menards, and our direct website due to:

• Marketplace fees
• Shipment costs
• Marketplace fulfillment costs

Not Sure Where You Ordered?

Check your order confirmation email for these clues:

• Sender name (Amazon, Home Depot, Menards vs. our company name)
• Order number format (marketplace orders often have different number patterns)
• Payment processor or charge description on your credit card statement

You can also check:

• Your account on Amazon, Home Depot, or Menards to see if the order appears there
• The email subject line or header for marketplace branding
• Your email inbox for confirmation messages from the marketplace

Once you confirm which marketplace your order is from, please contact us through that platform for the fastest resolution—or if you've already reached out directly and the marketplace allows it, we'll take care of you right away!

Still Have Questions?

We appreciate your understanding! These marketplace requirements exist to help us provide you with faster, more accurate support while maintaining our partnerships with these platforms.

For general product questions or orders placed directly on our website, please visit our Help Center or contact us directly—we're always happy to help!