Shipping & Return Policy

All orders will be shipped through FedEx, USPS, UPS or another common carrier currently used by RoofingDirect.com and/or our supplying partners. The shipping carrier selected will depend on the product, order quantity, weight, and destination. Due to liability issues, RoofingDirect.com will not use a collect account number to ship your order. RoofingDirect.com’s products are sourced from hundreds of vendors who may have a manufacturing or fulfillment lead time. Most orders ship within 2-10 business days. The estimated delivery dates for a product are displayed on the product and checkout pages. Custom orders and bulk orders may require additional handling time. RoofingDirect.com will make all attempts to ship through the most effective methods and keep customers up to date on all shipping details. Once your order ships you will receive an email confirmation with the tracking number. If you do not receive our emails, please be sure to check your junk/spam mail folders, and approve us, in order to receive any additional correspondence.

Other Declarations:

• Duties and any other special requirements will be handled by the customer.
• RoofingDirect.com will not be liable if an error is made in selecting an incorrect address type or liftgate requirement.
• Any claims or disputes arising from a shipment are to be handled between the customer and the carrier.

LTL Shipping
For certain products, an LTL or flatbed carrier will be used for transport. If this method is required it will be noted on the product page or communicated by a sales representative. RoofingDirect.com will not be liable if an error is made in selecting an incorrect address type or LTL requirement. Please note that if your order is shipped via an LTL carrier and arrives damaged, any damages must be noted on the Bill of Lading (BOL) at the time of receipt, and the delivery driver must be made aware of the damage in order for any damage claim to be approved. Please see our Return Policy under “Damaged or Missing Products” for further details.

What is Route?

Route is a package protection solution that helps cover your order in the event that it gets lost, stolen, or damaged while in transit while also protecting the planet.

How Much Does it Cost?

The cost of the service is determined by a percentage based on the size of the order amount. If you do not wish to purchase you can deselect the option at checkout.

What does Route Protection Cover?

Route will cover your order if it was lost, stolen, or damaged in transit. Route’s expert support team helps ensure that your order gets replaced or refunded as quickly as possible. Claims will be reviewed for approval within 1-2 business day after filing.

How do I File a Claim?

If you insured your order with Route Protect at checkout, you will receive a confirmation email from Route with a link to file a shipping issue after your order is placed.

You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your Roofing Direct order number OR Route ID number and the email address that was used for the order.

Return Policy

Damaged or Missing Products

If your order becomes damaged in transit, please call or email us within 48 hours of receiving the product. Please provide a photo of the damaged item and the order number. Please note that if your order has been shipped via an LTL carrier and arrives damaged, any damages must be noted on the Bill of Lading (BOL) at the time of receipt in order for a damage claim to be processed. The delivery driver must also be made aware of the damage. If damages have not been noted on the applicable paperwork, RoofingDirect.com cannot provide reimbursement or replacements. Once the required info is received by RoofingDirect.com, we will issue a credit or replacement. If a product is missing, please contact us within 48 hours, and we can issue either a credit or replacement. Damaged and missing item claims must be filed within 72 hours after delivery confirmation.

Authorized Returns

For returns, the product must be in original factory condition, in the original packaging and without defects. Please contact us with your order number and the items you’d like to return, and we will issue a Return Authorization form that must be placed with the shipment. All returns are subject to a 25% restocking fee, and the customer is responsible for all return shipping fees. Returns must be requested within 30 calendar days of receiving the shipment. Disclaimer: Not all products are returnable. Please review the Non-Returnable terms and conditions for more information.

Non-Returnable and Non-Cancelable Products

Please note, that due to our supplier agreements, some products are non-returnable as they are “manufactured” once the order is placed. These products that are non-returnable would include all products listed under Metal Flashing and all products made from Copper. This would include Copper Roof Vents and Copper Flashing. Please view the provided links to see these excluded products. Due to the complexity of offering these products for sale online, our suppliers will not allow us to return them. If for some reason your order is damaged or missing, then the policy listed under “Damaged or Missing Products” will take effect. Also, all “Metal Flashing” and “FAMCO” brand ventilation products are made to order and orders cannot be canceled or returned. Other products that are not advertised on our website and are non-stock items are non-returnable . Please double check all specs and measurements prior to ordering metal flashing and ventilation products.