FAQ

You will receive a shipping confirmation email with your tracking information. Additionally, you can check the status of your order by logging into your account. 

All orders ship throughout the United States via LTL (less-than-truckload) freight carriers. Once your order reaches the carrier’s local terminal, the freight company will contact you directly to schedule a curbside delivery date and time window. Orders are delivered palletized to the curb only. Boxes typically weigh 35–60 lbs each, so please plan ahead for assistance in moving materials from the curb to your space, as drivers are not permitted to bring materials inside or assist beyond curbside drop-off. Delivery timelines are estimates and may vary based on location and carrier availability. The carrier will confirm the final delivery window once your shipment is ready for local delivery.

Missed delivery appointments or refused shipments may result in storage, re-delivery, or return fees charged by the freight carrier. These fees are the responsibility of the customer.

Customers are responsible for inspecting all shipments at the time of delivery for visible damage or shortages. Any issues must be:Noted clearly on the delivery receipt before signingPhotographed while the driver is presentFailure to note damage or shortages at delivery may prevent us from filing a freight claim.If you notice any issues, please contact Reno Source within 48 hours of delivery with photos and written documentation. We’ll work quickly to resolve transit-related damage or shortages. Claims reported after this window cannot be processed, as carriers do not accept claims beyond that timeframe.Installation of materials constitutes acceptance of the materials. Please do not install materials if you believe to be in any way problematic. Once materials are installed we are no longer responsible. 

If you’d like to make changes to an order please contact us as soon as possible. We will do our best to accommodate your request but once an order is processed we will be limited to what we can do. To make changes please email us at support@renosource.co or call us at 702-900-7366

If you feel that you received the wrong product please email us at support@renosource.co or call us at 702-900-7366

While we take great care to package orders securely, materials can occasionally be damaged during freight transit. If your shipment arrives with damaged or missing items, we’re here to help. Please inspect your delivery at the time it arrives, before signing the delivery receipt. If you notice any visible damage or shortages: Clearly note the issue on the delivery receipt before signing. Take photos of the damage while the driver is present. Failure to document damage at delivery may prevent us from filing a freight claim with the carrier. If damage is discovered, please contact Reno Source within 48 hours of delivery with the following: Your order number. The quantity of damaged material. Clear photos of the damaged items and packaging. Once received, we’ll work quickly to evaluate the claim and coordinate replacements for any items damaged in transit. Please note that freight carriers only allow one claim per shipment, and claims reported after the 48-hour window cannot be processed. Do not refuse deliveries with damaged product. Usually the vast majority of the material is still usable and only a small portion is damaged. 

Reno Source will only accept cancellations prior to an order shipping. If you need to cancel please contact us as soon as possible.  

We accept returns on regularly priced items within 30 days of purchase. Samples and sale items are final sale and not eligible for return. Original shipping charges are non-refundable. All approved returns are subject to a 15% restocking fee, returned materials must be in their original packaging and in the same condition as received. Customers are responsible for arranging and covering return shipping costs. An RMA (Return Merchandise Authorization) is required for all returns. To request an RMA, please email support@renosource.co