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FAQs

Got questions? Below are answers to the questions we hear most often. If you don't find what you're looking for, please call customer service at 1-800-SITEONE (1-800-748-3663) or email us here.

Log-in and registration

To create an online account, complete the Request an Account form in the top right corner of the screen. You'll need your SiteOne customer number. If you are not currently a SiteOne customer and would like to become one, please contact us.

If you are an administrator on your customer account, you will see a manage users link on the Account Dashboard. Here you can add additional administrator level users or team members.

Click the reset password link on the home page to reset your password. We'll send a link to your email address on file that you can use to create a new password.

Please contact us, and we will unlock your account for you.

If you are an administrator, you can log in and disable a user on the manage users page on the Account Dashboard. You can also contact us for help.


Products

Yes, the majority of our products are online. If you are looking for an item and cannot find it, you can add a note on your order when you check out or contact us.

You may search on a keyword or product number and then use the facets on the left to refine your search. If your search returns too many results, you may want to modify your search to be more specific.

Search results are organized by items in stock at the branch first.

Please contact your local branch. If you are placing an order with other items, you can include a message to the branch with your order.

Please contact us, and we will connect you with your product team.


Orders

To place an order, log-in, confirm your selected branch, and then add products to your cart. Once you have added items to your cart, then move to checkout. You may place an order for pickup or delivery.

You can enter your requested pickup or delivery time at checkout. If you would like your order fulfilled the same day, please contact the branch to confirm your order.

When you checkout, note that in the "Message for branch" section.

Please note this in the Message for Branch section when you checkout. The branch will let you know if we can accommodate your request when they call to confirm your order. Please contact the branch for same day orders.

You can see order status on the Open Orders and the Order History pages in the Account Dashboard. This will include all orders, not just those placed online. For more details on a pending order, please contact your selected branch.


Buy Online, Pick Up In Branch

Buy Online, Pick Up in Branch is valid only at the specific branch selected when placing your order.  Pick up is available during normal branch operating hours and only for confirmed orders. Subject to availability. 

When ordering online, select a SiteOne branch location for Pick Up. You’ll get an Order Confirmation email acknowledging receipt of your order, and an Order Ready notification when your order is ready to be picked up.

When your order is ready for pick up, you will receive an Order Ready notification email, which will include instructions for picking up your order.

Once you arrive at the branch, please approach a branch associate for assistance with your order.

Your order will remain available for a maximum of seven days from the first time you receive an Order Ready notification email. Orders not claimed after seven days may be subject to cancellation.

For pick up, please bring a government-issued photo ID and your order number or the Order Ready notification email.

During online checkout, select a pre-authorized person from the dropdown by clicking “Change Contact” or you can provide the name and email of the person in the “Message for branch" section at checkout. They will need a photo ID and order number.

Contact the SiteOne branch that received your order to cancel or make changes to your order.

To return any items, bring your order receipt with you to the SiteOne branch location where you picked up your order. Please refer to SiteOne’s current return policy for details.

SiteOne offers local delivery on most orders within 60 miles of the branch. A delivery charge may apply.*

SiteOne offers parcel delivery in select markets. Contact a branch associate for more details.**


*Some exclusions apply. See product detail for local delivery eligibility. We reserve the right to change or end this offer at any time. A SiteOne Branch Associate will call you to schedule a store delivery. Please allow 1-7 business days for delivery, based on item availability. All returns are subject to SiteOne’s standard return policy. Void where prohibited.

**Some exclusions apply. See product detail for parcel eligibility. We reserve the right to change or end this offer at any time. A SiteOne Branch Associate will call you to schedule a store delivery. Please allow 3-7 business days for delivery, based on item availability. All returns are subject to SiteOne’s standard return policy. Void where prohibited.