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BuilderElements appreciates you for taking some time in reviewing the Frequently Asked Questions. If you do not find answers addressing your questions or concerns, please call us at toll free 1-877-227-8111. You can also email us at support@BuilderElements, we will respond your questions within 24 hours during weekdays.
FAQ's by Product Category
For product info, specs, and photos please go to the specific product page or product order page to find the related links (for example, in page Glass Mosaic, under “Product details”, there are 3 links: installation instruction.pdf, specification, What it looks like? Show case e-catalog photos).
If you have further product related questions that our customer service representative could not answer, BuilderElements notifies our product managers or engineers to answer it instead of the customer service representative. Please send email to support@BuilderElements, our customer service representative will review your email and forward it to the right person immediately after receiving it. Your email will be answered within 24 hours during weekdays.
General FAQ's:
- How do I know the products from BuilderElements are in good quality?
- Who can buy from BuilderElements?
- Why I will save money and time when I buy from BuilderElements?
- I cannot find the color and style I want for my project in my local building materials stores and not find them in BuilderElements.com either, can BuilderElements custom make it for me?
- How comfortable can I be when I order directly from your website? Is my financial data secured and safe?
- Which forms of payment does BuilderElements accept?
- Can BuilderElements ship globally?
- Does BuilderElements provide residential delivery service? How does that work?
- I find many products in different categories on your website are so appealing to me, in terms of style, quality and pricing, however, can I order different products in different categories in one order?
- If I order less quantity than the minimum requirement, what should I do?
- Does BuilderElements install products or refer customers to installers?
- Do you offer any discounts to distributors or resellers?
- What is your return policy?
- How much should I allow for breakage/damage?
- May I see the product before I buy? May I obtain a sample?
- What is your shipping lead time?
- How can I track my order?
Q. How do I know the products from BuilderElements are in good quality?
A. BuilderElements.com owns, selects, and cooperates with prestigious high quality building material brands around the world such as Home Elements™, Lafarge, Diricks Fences, Sattui Stainless Steel and more, These brands or manufacturers obtain one or multiple US or Canadian quality certifications which comply with US or Canadian building code, ANSI standard, or ISO standard. These are the most important quality traits recognized by a third party national or international quality evaluation organization.
In addition, these brands or manufacturers are members of one or multiple professional associations in US or Canada.
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Q. Who can buy from BuilderElements?
A. BuilderElements provides flexible buying options. Anyone can buy depending on your lead time needs. While there are minimum order quantity requirements for some buying options, which may used by professional buyers such as builders, contractors, however, as long as the minimum order quantity requirements are met, anyone can buy and save.
For more of our products, we do offer minimum quantity as low as 1 box, which will allows D-I-Ys to benefit from the vast selections, convenience and savings offered by BuilderElements for individual residential end users.
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Q. Why I will save money and time when I buy from BuilderElements?
A. We are a shareholder of some brands we are offering here, which enable us to have a deep influence in supply chain management and quality improvement as well as manufacturing costs optimization. This is a unique advantage most of other building materials suppliers do not have.
For other brands that we do not own, our founders have a deep relationship with them through many projects and we directly deal with their manufacturing facility rather than their "global headquarters", which means more effective and efficient communications with operation implementation, these great overhead savings and “direct” business modes make the most cost-effectiveness possible.
In addition, BuilderElements develops the state-of-art supply chain process and technology that allows us to instantly select the best available shipping rate from our third party logistics and transportation companies’ network. Thus we can pass the savings from shipping to you with improved lead times.
Hence, BuilderElements encourages you to buy different products in different categories when buying directly from our factories, and we consolidate the products into one single shipment that directly deliver to your selected address, thus providing you the one-stop shopping, that will save you precious time which is one of the most valuable assets to builders, contractors because time is money.
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Q. I cannot find the color and style I want for my project in my local building materials stores and not find them in BuilderElements.com either, can BuilderElements custom make it for me?
A. We offer custom make service based on your specifications or samples with some minimum quantity requirements. The procedure is to email us at sales@BuilderElements.com, we will review your requirements and engage with you on clarification of your requirements. Our turnaround time varies depending on the specific products and the technical complexity, in general, it is very fast. For example, glass mosaics, for the similar product of our standard products, with change in colors, surfaces, and finish texture, it usually takes 1-2 weeks to make a sample for you to sign off. After we can make the sample, we can finish production within 1-2 weeks. This is the extra service especially welcomed by architects and designers.
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Q. How comfortable can I be when I order directly from your website? Is my financial data secured and safe?
A. You are talking about internet security on your financial data such as credit card info. BuilderElements uses VeriSign SSL certificates to protect your financial data security. Hence, we do not store any of your financial data in our own server, neither management of BuilderElements nor our employees or contractors can view your financial data. Your financial data is stored in our credit card processing bank or financial institution’s server, where they provide the best security for you.
For more info, please view our Privacy Security and Policy page.
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Q. Which forms of payment does BuilderElements accept?
A. We offer multiple payment methods including Visa, MasterCard, American Express, PayPal, bank drafts (cashier's checks or money orders), and wire transfers.
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Q. Can BuilderElements ship globally?
A. Currently, we ship primarily to the continental US and Canada. However, we also ship to other areas beyond the US and Canadian areas including other countries with the condition that the shipping costs need to be quoted separately. Please contact us before you place an order where you are not located in the US and Canada.
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Q. Does BuilderElements provide residential delivery service? How does that work?
A. Yes. The difference between residential delivery and commercial/industrial delivery is without and with a loading dock. Without a loading dock as a commercial/industrial address but requires a lift gate equipment truck will increase the shipping costs. Usually a $50-75 extra cost occurs, however, it is more dependent on the weight.
The pallets will be put down on the ground by lift gate and pull onto your driveway with a pallet-jack. You may be asked to unload the pallet-jack yourself, depending on the products but usually our third party trucking driver will do it for you. The driver will coordinate with you for the arrangement.
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Q. I find many products in different categories on your website are so appealing to me, in terms of style, quality and pricing, however, can I order different products in different categories in one order?
A. Yes. You can order anything on the website, then we handle the rest.
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Q. If I order less quantity than the minimum requirement, what should I do?
A. Please contact us to see if we can find a solution for you. Please email us at?sales@BuilderElements.com for the product SKU number and quantity you want to buy. Usually, a justified shipping cost to compensate for the less-than-adequate economic scale will allow us to make an exception for you. However, it is solely BuilderElements’ discretion and decision which will be made on a case by case basis.
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Q. Does BuilderElements install products or refer customers to installers?
A. At present, BuilderElements does not provide any installation service.
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Q. Do you offer any discounts to distributors or resellers?
A. BuilderElements offers the best prices on the website. Transparency in our pricing is one of the key operation factors making the lowest prices possible without any compromising in quality. Anyone meeting the minimum quantity requirement will have the same price.
Please contact us at sales@BuilderElements.com if you still want to discuss with us on this topic.
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Q. What is your return policy?
A. Please refer to our return policy by clicking on the following link: Return Policy
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Q. How much should I allow for breakage/damage?
A. Depending on specific products, the industry standard is to include a 3-10% leeway to be accounted for when ordering building materials to avoid the shortage due to breakage/damage, or even due to the mis-measurement or mis-calculation of the sq footage you may need. It is strongly recommended that at least 5% more quantity is added to what your measurement is.
BuilderElements ships product quantity solely based on the quantity you entered when you placed an order. Although due to our quality packaging and palletized for overseas shipment, the breakage/damage is very minimum, however, please allow up to 10% breakage/damage rate, which is considered as normal in this industry.
For breakage/damage claim more than 10%, please follow our return policy procedure (Return Policy) to file a claim with our customer service department.
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Q. May I see the product before I buy? May I can obtain a sample?
A. You can order a sample on our website. A sample will usually be a swatch of a product, such as glass mosaic tile, porcelain tile. For some products, such as stainless steel sink, you have to buy one complete product in order to see how the product looks.
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Q. What is your shipping lead time?
A. Under buying option, “Directly ship form overseas factory”, the lead time for West coast delivery is 3-8 weeks, the lead time for East Coast delivery is 4-9 weeks. Under buying option, “Ship from US warehouse”, the lead time is 1-2 weeks.
For some products, such as glass mosaic tiles and stainless steel mosaic tiles can be expedited by air ship. Extra air ship cost will be applied. But in most cases, even adding the air ship costs, your delivered price is still significantly lower than what you can buy from somewhere else. Please contact us by email sales@BuilderElements.com or call our customer service specialist for a quote for the air ship costs. We have a lot of customers using air ship and are very happy about the final delivered prices.
However, unfortunately, although it is very rare and we even have not had any of the delay situations occur yet, there are some factors beyond our control that may cause delay, for example, containers retained by US Customs and Border Protection for further inspection, Force Majeure, delay caused by steamship liner such as port work strikes. Therefore, BuilderElements cannot guarantee the delivery lead time will fall into the estimated range hereby due to any reason beyond our control.
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Q. How can I track my order?
A. On the top menu of the homepage, you can either go to “My account”, or “Order Tracking” to track your order easily. The step of your order status is clearly defined and you will know exactly where your shipment is by logging into your account.
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