Shipping & Returns
Shipping & Returns
Here's what to expect when you order from SupplyTie — including lead times, freight, and how to return an item.
How Shipping Works
SupplyTie works with a network of supplier warehouses across the country. When you place an order, products ship directly from the supplier's facility nearest to you. This means you get competitive pricing without warehouse markups — but it also means a few things worth knowing upfront.
Multiple suppliers, multiple shipments: If your cart contains products from different suppliers, they will arrive in separate shipments on separate delivery timelines. You'll receive individual tracking numbers for each shipment.
Lead times: Most in-stock items ship within 1–3 business days. Made-to-order and custom products (including custom-cut matting and bulk pallet quantities) may require additional lead time — typically 3–7 business days. Lead time is noted on the product page where applicable.
Freight shipments: Large or heavy orders (pallet quantities, rolls of matting, etc.) ship via LTL freight. Freight orders are quoted separately and our team will contact you with a freight estimate before fulfillment. Delivery for freight shipments typically requires a dock, forklift, or liftgate — please let us know your unloading capabilities when placing a bulk order.
Tracking Your Order
Once your order ships, you'll receive a tracking notification by email. For freight shipments, the carrier will contact you to schedule a delivery appointment. If you haven't received tracking information within 3 business days of your order, reach out to us at our contact page and we'll look into it.
Returns & Exchanges
We want you to be satisfied with your purchase. Here's our return policy:
Standard products: Eligible for return within 30 days of delivery, provided the item is unused and in original packaging. Return shipping costs are the responsibility of the buyer unless the item arrived damaged or incorrect.
Custom-cut and made-to-order products: Custom-cut matting, custom-length products, and any product modified to your specifications are non-returnable unless defective or damaged in transit.
Damaged or incorrect items: If your order arrives damaged or you received the wrong item, contact us within 7 days of delivery. We'll arrange a replacement or refund at no cost to you.
To initiate a return, please contact us with your order number and reason for return. We'll provide a return authorization and instructions.
Questions?
If you have questions about shipping, lead times, or your specific order, we're here to help. Contact our team or use the chat in the bottom right corner.