Frequently Asked Questions
- Can I use my Friends of the Family card online?
- 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.
- Do you price match?
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.
- How can I see the status of my order?
- 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.
- How do I contact Online Order Support?
- You can contact Online Order Support online. Visit Sutherlands.com and sign into My Account>Order History and Details. FAQs and email options are available on your order page. Optionally, you can call (877) 444-7884 to leave a message for a return call or email. Please leave your name, order#, and return phone# or email address.
- What are your Online Order Support hours?
- Our Online Order Support operator’s hours are Monday-Friday: 8 a.m. – 5 p.m. CST, holidays excepted.
- What forms of payment does Sutherlands.com accept?
- We accept American Express, Discover, MasterCard, Visa and the Sutherlands credit card.
- When is my credit card charged?
- 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.
- Why was my credit card declined?
- Credit cards are declined for many reasons. If your credit card has been declined, please contact your credit card company.
- Why was my order canceled?
- 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.