Why do you need my email address?
We need your email address to notify you of changes to your order and to send you updates on your order status. Emails you may receive from DrillSpot.com include: confirmation of your order and your order number, backorder notification, tracking number of your shipment, and return instructions and refund notification (if you return an item).
Can I place an order over the phone?
Sure. We require the same information over the phone as online. When calling to place an order over the phone, please have the SKU number(s) of the item(s) you wish to purchase ready and available. Having this information will make your order processing time much faster.
Why are items not staying in my shopping cart?
If you are experiencing issues with getting products to stay in your cart, please ensure that your browser is allowing cookies to be set. To check your settings, please follow these directions, which are different depending on the browser you are using:
After you have enabled cookies, please press BACK to return to the previous page, and try adding your item to the shopping cart again.
Why did my credit card decline?
When charging your credit card, you may receive one of the following errors:
“Decline” means either you have insufficient funds or your expiration date is incorrect.
“AVS mismatch” means that the billing address does not match the billing address in the credit card company’s records.
“Credit card number is invalid” means just that. A digit may have been transposed or may be missing, but the number as given is not a valid card number. If you attempt to charge the same credit card multiple times, you may be locked out and not be able to place an order on our site for approximately 24 hours.
Please call our customer service line at 720.204.3660 for further assistance.
Can I fax over a purchase order?
You may fax over an intended purchase, however all of our orders do require a credit card, check, or wire transfer prior to processing and shipment.
Do I need to be from a company to place an order?
No, you do not need to be associated with a business in order to place an order on DrillSpot.com. However we are able to ship all orders to a company or business address.
Will I be charged tax on my order?
Tax is only assessed on orders shipped within the state of Colorado. If you are a tax exempt company and shipping to a Colorado address, please contact our customer service department so that we can ensure taxes will not be assessed on your order.
My order went through but I never received the email confirmation. Where is it?
Please check your spam or junk filter for any email communication from customerservice@drillspot.com. Also please add us to your list of accepted email addresses to ensure you receive up-to-date order information.
How do I change my password?
To change your password you will have to log into your DrillSpot.com account, click on “My Account,” and then “Login Info.” This will take you to a page where you can enter a new password. If you cannot remember your password, please click on “My Account” and then follow the prompts under the “Forgot your password?” link.
Where is my stuff?
If you purchased an item directly on DrillSpot.com, then you can check on the status of your order by logging into your account. Use your email address and your password to log into your account, and then click “Order Status.”
If you processed an order through another website, such as Amazon.com, go to
www.DrillSpot.com/OrderStatus and log into your account using your email address and order number. From this screen you will see your order status, but will not be able to change or update your account information.
Why can't I send my order to a PO Box or APO/FPO address?
We apologize for any inconvenience; at this time we can not ship orders to a PO Box or an APO/FPO/Military address. We use UPS, FedEx, and other local couriers who do not deliver to PO Boxes. Please provide a physical street address.
APO/FPO addresses may qualify for fulfillment indirectly. Please contact us for more information.
Phone Customer Service at 720.204.3660
Email CustomerService@DrillSpot.com
or click the Live Help Link at the top of the page
Our business hours are M-F, 8am-5pm MST
How is my order going to be shipped?
Our orders are shipped using several shipping services such as FedEx and UPS. Some larger products or large quantity orders may be shipped using a local common courier. Common couriers are often faster and more efficient to use on these orders and help us ensure that your products arrive in good condition. We do not use the United States Postal Service.
Can I use my own shipping account?
At this time we are not able to ship orders using shipping accounts other than our own. The system we use is fully automated and does not accept other account numbers. We have automated our system to ensure our orders are processed and shipped both quickly and accurately.
Do you ship internationally?
Not at this time. Additionally, we cannot ship directly to APO/FPOs, customs brokers, or freight forwarders. DrillSpot.com reserves the right to review and reject any order for any reason. We comply with all local, state, and federal laws; all purchases intended for export outside of the U.S. will be rejected.
Can I place an order for will call and come pick it up myself?
At this time we do not offer will call purchase. The system we use is fully automated and is not able to process orders that will not be shipped. We have automated our system to ensure all orders are processed and shipped quickly and accurately.
Why does the shipping time not calculate 3 days?
While our shipping times are 3 - 5 business days (or faster for priority and/or expedited shipping), this does not include our processing time. Most orders are processed within a few hours, however some orders take a little longer, which is why this time is not included in estimated arrival dates.
Is there a processing time?
Yes, there is a processing time of approximately 24 hours. Most orders are processed within a few hours, however some orders take a little longer, which is why this time is not included in the estimated arrival dates. Processing time is not included in our shipping estimates, but it is considered when calculating our estimated delivery date.
Can I ship an item with overnight shipping?
Some of our items can be shipped via overnight services to our customers. However, these orders must be placed before 12:00 noon MST and must be placed over the phone. You will be required to pay for any and all additional fees and charges associated with shipping. If you request overnight shipping on an item and later decide that it needs to be returned, please note that the overnight shipping charges will not be refunded. At this time we are not able to use any UPS account number other than our own.
What are your shipping rates?
Our shipping rates are determined by posted shipping costs, which are based on the weight of the order and the distance it must travel. Yet while most shipping company’s charges for distance traveled, we do not. Our shipping rates are assessed by the average distance traveled and the weight of the item(s). If an item will cost more than $150 to ship, then it is either very heavy or an odd size, and has to be shipped using a local common courier. Local common courier’s fees start at $150.
My order says shipped but there is no tracking number. Where is my order?
If your order status says “shipped” and you have a company name, but not a tracking number, then it is likely that your order was shipped through a local common courier. We use these couriers when items are oversized, expensive, or large in quantity. We also use local couriers to expedite shipping speed if the item is shipped from a location close to your shipping address. This way you do not have to wait for the shipping company to send the package to their sorting facility and back. Please send us an email or call us if you have any questions on your order or shipment.
Where will my order ship from?
We currently ship from 12 nationwide warehouses. Your order will be shipped from the warehouse closest to your destination that has the product you want in stock.
I asked for Priority/Expedited shipping on my order but it came in many shipments. Why is that?
While we offer priority and expedited shipping services on many items, we are not able to offer these shipping options on some large-quantity or multiple-item orders. Not all of our warehouses stock every SKU, so your order may need to be shipped from multiple warehouses. If this is the case, we will refund the additional shipping charges to your account.
Where do you ship?
We ship directly to all 50 states in the U.S., though some items cannot be shipped to Alaska or Hawaii due to air freight restrictions. Please also allow additional time for Alaska and Hawaii orders (as much as 7 business days). We use UPS, FedEx, and other local couriers and therefore cannot ship to PO Box addresses; please provide a physical street address.
Additionally, we cannot ship directly to APO/FPOs, customs brokers, or freight forwarders. DrillSpot.com reserves the right to review and reject any order for any reason. We comply with all local, state, and federal laws; all purchases intended for export outside of the U.S. will be rejected.
Countries and localities have laws, codes, and regulations governing sales, construction, installation, and/or use of products that may vary from those in other areas. DrillSpot.com does not guarantee compliance and is not responsible for how the product is installed or used. Therefore you will be responsible for compliance with all applicable laws, codes, and regulations including, without limitation, ANSI, CE, DIN, UL, NEC, FAA, DOT, NOM, IMDG, IATA, and CSA regarding installation or use of products. Before purchase and use of a product, you must review and assure full compliance with applicable laws, codes, and regulations.
What is the difference between the model number and sku number?
The model number is the number assigned to an item by the manufacturer. The SKU number is our internal number associated with that item. We use our own SKU number to differentiate similar model numbers from different manufacturers.
Do you offer discounts to resellers?
The best prices we can offer are listed on our website. If you would like to purchase a large quantity, please email or call us with the following information and we can see if we can get a better price for you: SKU, quantity, destination address, and the time frame in which you will need these items. Please note that our quotes department can take five to eight business days to get back to you on a specific quote, and are not always able to get a better price. If you need a product immediately, we suggest processing an order for that product as soon as you can.
Can you ship me a sample product?
Since we do not manufacture any items, we are not able to send out a sample of any product. If you need to order an item to see if it will work for your needs, we suggest either contacting the manufacturer or ordering the item online at DrillSpot.com. Please note that if this item does not work for you and a return is authorized, a 15% restocking fee will be applied.
Can I get a discount if I purchase a large quantity?
While we are able to give quantity price breaks on some of our items, we are not able to do so on all of them. If you would like to purchase a large quantity, please email or call us with the following information and we will look into getting a better price for you: SKU, quantity, destination address, and the time frame in which you will need these items. Please note that our quotes department can take five to eight business days to get back to you on a specific quote, and they are not always able to get a better price. If you need a product immediately, we suggest processing an order for that product as soon as you can.
Why is the item I purchased now for sale at a cheaper cost?
Our item prices fluctuate along with those of the manufacturer. If the manufacturer raises the price, or the cost of materials used to make the item increases, then so do our prices. Conversely, if the price or cost goes down, we pass that savings along to you. For the most up-to-date prices, please visit
www.DrillSpot.com often.
Will you recommend one product over another for my use?
While we are happy to answer product questions, we are not qualified to make recommendations on products. If you are looking for a recommendation, we advise contacting a local certified contractor or the product manufacturer.
The product I am looking to purchase says it comes in assorted colors. How do I specify what colors I want to order?
While many products we offer come in assorted colors, we are not able to select specific colors. Because the manufacturer sends varying colors to our warehouses and these colors differ by warehouse and shipment, we do not store specific colors in our database.
Are the products on your website brand new or are they used and refurbished?
Every item listed on our website is brand new and in its original packaging. We do not sell any used or refurbished products.
Why does my item not exactly match the picture you have on your website?
The pictures on our website are given to us directly from the manufacturers, and sometimes they do not provide separate pictures for all items. The pictures can be generic, so we advise all customers to purchase based on the product summary, model number, and product specifications. If you ever have any questions regarding a product, we recommend contacting our customer service agents.
The product I ordered cannot be shipped to my state and I was refunded, why?
Certain products may not be available for sale in all areas due to varying state laws and regulations. We will contact you within 48 hours if the order has been cancelled for this reason. For legal reasons, there are no alternate shipping options available for restricted items.
Why was I charged a restocking fee?
As per our return policy, any order that was refused will be refunded less our 15% restocking fee. Likewise, if you ordered an item in error, and it is returned with a Return Authorization number, a 15% restocking fee will be assessed. This restocking fee is necessary to keep our prices as low and competitive as they are on our website. If you have any questions about a product, please call or email our customer service agents so that we may assist you prior to purchasing.
What is your return policy?
At DrillSpot.com, we are committed to providing our customers with the best online shopping experience possible. We are committed to excellent customer service, even after the products you ordered have been delivered. If for any reason you are unsatisfied with a product you ordered through DrillSpot.com, we will gladly assist you with our return program.
All return requests must be submitted within 15 days of shipment and meet the following terms for return.
RETURNING MERCHANDISE
To return an item, please follow these steps:
1. Contact us by phone, email, or Live Help to request a Return Authorization Number (RA#). Returns received outside of this process are subject to delay or refusal. Phone Customer Service at 720.204.3660
Email CustomerService@DrillSpot.com
or click the Live Help Link at the top of the page
Our business hours are M-F, 8am-5pm MST
2. Re-package the item and affix the shipping label, as instructed.
3. Include in the package a copy of your order confirmation or packaging slip with the RA# clearly written on it.
4. Make sure you receive a tracking number for the package so there is a way to track it back to us. Also, if the order was expensive, you may want to insure the package against loss or damage. DrillSpot.com is not responsible for returned items that are damaged in transit.
Please note the following when returning an item:
Returned products will incur a 15% restocking fee, except in cases of DrillSpot.com error. Return products must be in original condition (sealed, retail packaging), otherwise a refund may not be issued.
Oversized items, such as office furniture, are subject to a minimum $25 restocking fee or 20% of the product cost, whichever is greater.
Furniture and other items cannot be returned once they have been assembled or installed. Items that require installation cannot be returned after they have been installed, so please make sure the item you received is the item you need.
Special order merchandise, food and beverages, pharmaceutical products, and personal safety items (including, but not limited to, first aid items, masks, respirators, and cartridges) can not be returned, except in the case of DrillSpot.com’s error.
DrillSpot.com will not accept returns on products that have been used. If an item has been used and is returned to us, no refund will be issued.
Any shipment that is refused or undeliverable will be assessed a 15% restocking fee. The original shipping charge will not be reimbursed.
Some products are not returnable for any reason, per the manufacturer’s request. You may be directed to the manufacturer for resolution. Please understand that we have no control over this process but will assist you through the process as best we can.
If the information above does not answer your question, please contact our customer service department. We are happy to assist you!
Will you come pick up my returned item?
If an item needs to be returned, we will either send a pre-paid return shipping label or a return authorization number. At this time we do not offer a return pick-up service.
If I have a problem with my order, what should I do?
If you have a problem with your order, please contact us directly as soon as possible. We are available by phone or LiveChat from 8am to 5pm MST Monday through Friday, and are always happy to receive and respond to your emails. When you contact us, please have your order number ready for our representative, or list the order number in the subject line of your email. This will help us efficiently process your request.
Do you price match?
We do not match prices with any other website or catalog. We try to keep our prices as low and competitive as possible.
Can you mail me a catalog?
At this time we do not have a catalog available. For the most up to date products we offer, please visit us often at
www.DrillSpot.com.
Do you handle installations?
We do not install any of the products we sell. We are also unable to recommend any contractors for installation. If you require installation, we suggest you find a contractor first and then make sure the item you are going to order is the item that contractor will need.
Is your website secure?
Our website is secure and is tested daily by certified company Hacker Safe to ensure its durability. Once you add an item to your shopping cart, you will be transferred to our secure checkout pages. Please note that when browsing our product selections you will not be on our secure server.
My status says ordered, what does that mean?
As soon as you submit your billing and shipping information, your order is submitted into our system under the status “ordered.” Once this order is processed through our warehouse, the status will change to “processed.”
My status says processed, what does that mean?
After your order has made it into our warehouse system, the status of your order will change to “processed.” At this point it is too late for us to cancel or make any changes to your account. The status will change to “shipped” once we receive a tracking number.
Who is DrillSpot and how long have you been in business?
DrillSpot is a hardware supplier with a concrete foundation and a promise to offer you reliable products at affordable prices. For more information on our company, please visit the
About Us page.
Are you the manufacturer?
DrillSpot.com does not manufacture products. We carry over 200,000 different SKUs. For questions about a specific manufacturer, please call that manufacturer directly.
My status says shipped, but I have not received my order yet. Where is it and how do I track it?
Once an order has shipped and we have received the UPS tracking number, this information will populate into the Order History section. You can track the package on our website, or you can go to www.UPS.com to track the status there. If you do not see a tracking number, but instead see a company name, such as Roadway, then the item was shipped via a local freight carrier either to expedite the order or because the items were too large or too expensive to be shipped via UPS. Please call our customer service department at 720.204.3660 if you have any further questions.
Do you accept corporate accounts?
We currently do not accept corporate accounts. While we cannot extend terms to companies, we are happy to prepare quotes for our customers. If you are a company that requires a large quantity of an item and you are looking for a lower price, please send us an email with the SKU, quantity, and address the items would be shipped to. Our quotes department will get back to you as quickly as possible, but please allow five to eight business days for a proper response.
How do I cancel an order?
We can only cancel an order if its status is “ordered” or “backordered.” Once the order has been updated to “processed” or “shipped,” it can no long be changed, updated, or canceled. If you need to cancel or change an order, please call our customer service department at 720.204.3660, or send us an email with the necessary information and we will do what we can to update and change your order. There is an hour grace period after you submit an order to make any immediate corrections or changes.
How do I contact the manufacturer?
Each manufacturer has its own customer service number. If you require more information regarding the use of a specific item, please contact the manufacturer for detailed information. While we do have access to some manufacturers’ phone numbers, we do not have them all. Most of the time we search for their contact information the same way you would, by searching on Google.com. We are happy to provide you with customer service numbers that we have access to, but please understand that we do not have access to them all.
I received an error on the website, what do I do?
Depending on the error and when you received it, you will need to contact our customer service department. If you have entered your credit card number, please call us, as we will want to ensure your credit card was in fact not charged. We apologize if an error occurs while browsing; please continue to browse, as this error was logged and will be corrected as quickly as possible.
I have a question regarding a product on your website, can you help me?
We are more than happy to answer any and all questions you may have regarding a product. Please have the SKU number or the manufacturer’s model number handy when calling our customer service department so that we may answer your questions quickly and efficiently. We will be able to answer some questions more easily then others. If you have a question about an item’s specific use, or if you are trying to use this item in a way other than that intended by the manufacturer, please contact the manufacturer directly, as they are better able to answer those questions.
Do you sell parts for products you offer?
Some parts are for sale on our website. If you are not able to find the exact part you need on our site, wemay be able to source that item from the manufacturer, however it will take us a minimum of two business days to receive that information.
My order is damaged, what do I do now?
If you receive your order via UPS and it is damaged, please contact our customer service agents so that we may assist you. If your order is being delivered by a common courier and the item is damaged, please refuse the shipment and do not sign for it. A freight company requires a signature on deliveries and once they obtain that signature, all responsibility it transferred to the receiver.
My order never arrived, what do I do now?
If your order has not been delivered, please check the status and your email inbox to ensure the item was not cancelled or backordered. If you are not able to find any more information, please contact our customer service agents so that we may track down your order.
I received an email saying I was refunded. Why isn’t the money in my account?
Once we submit a refund request, the transaction may take five to eight business days to post to your account. If the transaction still has not posted after this time, please contact your card provider to verify the posting date.
My order was never processed. Why were the funds taken out of my account?
Some card providers place a temporary hold on funds that are part of an unsuccessful charge or a declined transaction. If you do not have an order in our system, it is likely that the withheld funds are not actual charges. Instead, the withheld funds are temporary holds that will be released back into your account. Please contact your bank or credit card provider with concerns regarding holds. If you still require further assistance, please contact our customer service agents.
I am shipping this order as a gift, can you take out the packaging slip?
Most of our orders are shipped with a packaging slip, however none of them contain pricing of the item or shipping. Some of our orders are shipped without any packaging slip; this is perfectly normal. If you need to return an item without a packaging slip, please either print out your order confirmation email or make sure your RA number is clearly located on your return.
Is pricing including on the packing slip?
Pricing is not listed on our packaging slips. If you require an invoice, you may either use your order confirmation or contact us and we can fax or email a formal invoice.
Why have I not received any e-mail communication on my order?
Our emails can get caught in your junk or spam filter. To ensure you do receive emails from us, please add customerservice@drillspot.com as one of your accepted email addresses. We often get emails from email companies like EarthLink and Spam Arrest asking us to verify that we are a valid company. While we strive to comply with these requests, we do not have the time to reply to every verification email. Please check your spam or junk filter if you are not receiving communication from DrillSpot.com.
