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Frequently Asked Questions

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Online Ordering - Customer Support
Product and Website Information
Gift Cards
Friends of the Family Rewards
Online Ordering - Ship-to-Home
Company Information
Online Ordering - Pick Up In-Store
Online Ordering - Customer Support
Friends of the Family is only available at participating locations. When placing an In-Store pickup order, you can include your Friends of the Family card number. You may also ask the cashier add your number to the purchase to earn your rewards points.

In-Store Pickup Orders:
If after you place your order you find a lower advertised price for the identical, in-stock item, present the advertisement to the cashier when you pick up your order. The price verification and match will be handled at the manager’s discretion.

Once your order has been processed, you will receive emails from us regarding your order status. You can also track your order online. Visit Sutherlands.com and sign into My Account>Order History and Details.
You can contact Online Order Support online. Visit Sutherlands.com and sign into My Account>Order History. Select the Leave Order Feedback option. Optionally, you may use the chat option at the bottom of the screen.
Our Online Order Support operator’s hours are Monday-Friday: 8:00am to 12:00pm & 1:00pm to 3:pm CST, holidays excepted.
We accept American Express, Discover, MasterCard, Visa and the Sutherlands credit card.
Your credit card company authorizes your credit card immediately after placing an order. You will receive an order confirmation email once your credit card has been charged. You can follow the status of your order online. Visit Sutherlands.com and sign into My Account>Order History and Details.
Credit cards are declined for many reasons. If your credit card has been declined, please contact your credit card company.
Orders could be canceled for several reasons. We automatically cancel any order that we cannot fulfill in 30 days. If we expect a substantial delay, we will contact you. If you choose to cancel your order because of this, just log into My Account>Order History and Details.
Product and Website Information
Sutherlands.com strives to ensure the accuracy of product listed on the website. Unfortunately, mistakes do happen. In the event of incorrect pricing or product information, Sutherlands.com will cancel any orders associated with the error. Sutherlands.com reserves the right to not honor misprinted advertisements, incorrect internet pricing, and/or incorrect product information.
We?re adding new items to the website every day, and we value your suggestions! It?s possible we already carry the item and can check availability for you. Please submit your request using the Feedback option, and your notes will be sent directly to our buying department.
You can browse for an item by department using the navigation menu. You may also use the search box above the menu to search by the product name, manufacturer number, description, or vendor name.
We strive to minimize differences in retail pricing. However, each of our stores sets local pricing based on the region. To see the most accurate selection, pricing and availability, be sure to choose your local store first using our store selector. Otherwise, you might see incorrect pricing and/or information which doesn't pertain to you.
We would be happy to help answer product related questions. Please email order_support@sutherlands.com for help or contact your local store.
While we currently have over 150,000 items listed, we are still in the process of adding tens of thousands of more products found in our stores to Sutherlands.com. If you don't find what you're looking for, please feel free to ask us for pricing or information .
We?re always working to improve our website! If you notice something that needs updating, please share your comments using the Feedback option. Your note will be sent directly to our product data team for review and updates.
Gift Cards
Gift Cards are not available online at this time. They will be available again for online purchase in the future.
Yes! You have the option to pick from one of the many available card designs and type a personal message at the time of purchase. Please note that gift cards cannot be canceled, exchanged, or returned after shipment.
Gift cards cannot be used to make a payment on your Sutherlands consumer credit card balance.
Please visit our Gift Card Balance page
Please visit our gift cards terms and conditions page.

Gift card redemption is not offered on the website at this time. When placing an In-Store pickup order, however, you can present your gift card to the cashier when picking up your order.

Gift cards purchased online at Sutherlands.com or in-store from Sutherlands® stores identified in this website can be redeemed at any Sutherlands® store, EXCEPT Sutherlands HomeBase stores in Alexandria, LA, Amarillo, TX, Fort Worth, TX, Lubbock, TX, Mineral Wells, TX and Nevada, MO. Gift cards purchased at Sutherlands HomeBase stores in Alexandria, LA, Amarillo, TX, Fort Worth, TX, Lubbock, TX, Mineral Wells, TX, and Nevada, MO can only be redeemed or used at those stores.
Friends of the Family Rewards
Create or log into your account at https://sutherlands.com/myaccount Once logged in, go to "Account Summary" and check if your Friends of the Family account is linked. If not, link it. If you are enrolled and have no email listed, you will see "Pending Rewards" in your account. Once you add your email, you will see "Available Rewards." If your email address becomes invalid or you unsubscribe from our messages, you will receive rewards twice a year instead of within a week of purchase*. If this happens, update your email address and follow the activation process to have your pending rewards made available again.
Customize your email preferences in your account settings. Opting out of Friends of the Family emails means receiving biannual rewards in January and July, rather than within a week of purchase.
"Friends of the Family" is our customer loyalty program, available only at participating locations. Earn 3% in rewards when you shop in-store or online. Earn rewards within a week of purchase*. If your email isn't connected or you've unsubscribed, you'll get rewards twice a year, in January and July. You can learn more about it by clicking here.
Rewards may expire after one year where required by law.
If your email is linked to your account, and you have opted to receive Friends of the Family emails, then you will receive rewards within a week of purchase. If no email is listed or you have opted out of receiving Friends of the Family emails, then you will receive rewards twice a year, in January and July.
You can update it in your account settings. Your Friends of the Family Rewards status will remain the same.
Online Ordering - Ship-to-Home
At this time, we do not ship-to-home from our stores or distribution centers.
Company Information
Please contact the Store Manager of a store in your area directly to discuss your organization and needs.
The receiving hours for each of our store locations can be found by clicking on "Store Finder" at the top of each page, and then clicking on the Store Name next to the red location icon at the top of each page.
Each of our stores has an independent store return policy. Please contact your local store with questions or clarification about their return policy.
Each of our stores has independent business hours. Today's hours can be found at the top and bottom of every page. Click the store name for more information.
Sutherlands currently has 48 stores in 14 States. Use our Store Finder to find a store near you.
Your local store's phone number can be found at the bottom of every page. Click the "Change Store" link to view information for a different location.
Please contact our buyers via postal mail only:
Cimarron Lumber and Supply
Attn: Purchasing Dept.
4000 Main Street
Kansas City, MO 64111
Online Ordering - Pick Up In-Store
Yes! You can now purchase in-stock items online and pick them up at the store for no extra charge. At this time, we do not ship items between stores or ship non-stock items to your local store.
The website does not have a tax exempt registration option when placing an order. Please indicate your tax-exempt status in the special instructions during the checkout process. You will need to provide proof of your tax-exempt status when you arrive at the store.
Our goal is to fill orders as by your requested pick-up time, however, large orders and/or unforeseen circumstances may prevent us from filling the order within the time frame you choose. You will be notified by email once your order is ready to pick up.
When an In-Store Pickup order has been filled, you will receive an email notifying you that it is ready to pick up. We will hold your order for 72 hours before placing the item(s) back in circulation.
You will receive an email notifying you when your In-Store Pickup order is ready. The person specified as the “pickup person” on your order will need to bring their photo ID, a bar-coded copy of the order receipt (either printed or displayed on cell phone), and the credit card used for the purchase.
Because each of our stores works independently from one another and determines what items to stock or special order, you will need to contact your local store directly for this request.
Returns are generally allowed within 30 days of purchase, with the original receipt and original packaging however, customers should refer to the individual store return policy from whom product was picked up.
Still Need Help?
General Office 816-756-3000
Sutherlands.com (816) 756-3000

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