FAQ

Can I check out as a guest? 

No, guest checkout is no longer available on DillonSupply.com. To place an order, you must be logged into your website account. This change ensures you receive your specific contract pricing, accurate shipping rates, and a complete history of your digital transactions.

Note: You can still add items to your cart as a visitor, but you will be prompted to log in or create an account to finalize your order.

Why can't I see metals in the product categories?

To view and purchase our full range of metal products, you must be logged in and have specific permissions enabled on your account.

• Already have a login? Contact us to request metals permissions.
• Have an account but no login? Request your login credentials here (Select "Request Login Credentials" in the Subject dropdown menu).
• New customer? Please see our guide above on How to apply for an account.

How do I find my local branch?

The fastest way to find a Dillon Supply location is to use our Branch Locator.

• If you allow your browser to access your location, it will automatically show the closest branches.
• You can also search manually by entering a zip code or address.
• A full list of all branches is available on our Locations page.

Who do I contact with questions about my order or invoice?

For questions regarding any order or billing inquiry, you can reach us via:

• Email: Send your inquiry to [email protected].
• Phone: Call your local Dillon Supply branch or your dedicated account representative.
• Contact Form: Use our Online Contact Form and select "Billing and Invoices" or "Sales/Order Management" from the dropdown menu.

What payment methods do you accept?

We accept all major credit cards, including Visa, Mastercard, and American Express. Because a login is now required to checkout, your preferred payment methods can be securely saved to your profile for a faster experience.

For our approved business account holders, we also offer the option to pay via Purchase Order (PO) at checkout.

Can I make tax-exempt purchases?

Yes. To make tax-exempt purchases, you must have a valid tax-exempt certificate on file with us. Please contact our accounts team to provide a copy of your certificate. Once approved, your website login will automatically reflect your tax-exempt status during checkout.

How do I request a quote?

Quote requests are reserved for account holders. To request a quote online:

1.  Log in to your website account.
2. Add the desired products and quantities to your shopping cart.
3. Select the "Request a Quote" option instead of proceeding to checkout.

If you do not have a business account yet, please apply for one here to access quoting features.

How do I manage credit cards on my account?

Managing your saved cards makes future checkouts faster and easier:

• To Add a Card: After signing in, go to your Account Dashboard (or "My Account" link at the top of the page), select "Saved Payments" and choose "Add a Card".
• To Edit or Delete: Navigate to My Account > Saved Payments. From here, you can update expiration dates, billing addresses, or remove a card entirely.
• At Checkout: Simply select your preferred saved card from the "Payment Method" dropdown menu on the Review and Pay page.

What are my shipping options? 

We provide several shipping methods tailored to the size and urgency of your order:

• Standard Shipping: Fast, reliable delivery via FedEx.
• Freight Shipping: For large or heavy orders that require specialized handling.
• Expedited Shipping: Available for urgent needs (please call us for a quote).
• Dillon Delivery: If your location is within our local delivery area, this option will automatically appear at checkout.

Do you offer local pickup at your branches?

Yes. If you prefer to pick up your items, simply select "Will Call" during the checkout process. You can specify your preferred branch and any special instructions in the "Notes" section before finalizing your order.

How can I track my order?

Because a website login is now required for all orders, tracking your shipment is easier than ever:

• Online Account: Log in to your account at any time and navigate to Order History to view real-time tracking numbers for each of your shipments.
• Email Notifications: You will receive an initial order confirmation after your purchase, followed by a separate shipment confirmation email containing a direct tracking link as soon as your order leaves our facility.

What is your return policy? 

We accept returns on most items within 30 days of purchase. To be eligible for a return, items must be clean and in sellable condition. Please be aware of the following:

• Restocking Fee: A 25% restocking fee applies to all returns.
• Proof of Purchase: Verification of purchase is required for all returns. For online orders, this can be easily found in your Order History.
• Non-Returnable Items: All cut materials are non-returnable.
• Special Orders: Returns for special order items are subject to the specific manufacturer’s return policies and approval.

How do I start a return for an item?

To begin the return process:

• In-Person: Visit your local Dillon Supply branch with the item and your proof of purchase.
• Online Purchases: Contact our customer service team at [email protected].

Note: Please provide your original order number found in your online account and a brief reason for the return. We will then provide you with specific instructions and a return authorization number.

What should I do if my order arrives damaged or is incorrect?

• Shipping Damage: If a product is damaged in transit, you must file a claim directly with the carrier.
• Defective or Incorrect Items: You must provide written notice to Dillon Supply within fifteen (15) days of delivery. Reporting issues within this timeframe is required to ensure we can resolve the discrepancy.

How do product warranties work?

Warranties are provided by the product manufacturer. If you believe an item is defective, please contact us. Our team will assist you in gathering the necessary documentation from your account history to help you file a claim with the manufacturer.