Frequently Asked Questions

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 1-888-92-BUILD (1-888-922-8453). You can also email us at ContactUs@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 Kitchen Cabinets Door Sample.

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 ContactUs@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.

To better assist our customers, we put up the following FAQs by categories, so that you can easily locate the most repeated questions based on our past interaction experiences assisting our customers:

FAQs in General: these are general questions that are company or shopping processes related.

FAQs in Products: we divide the FAQs by product categories as follows:

FAQs in General

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.

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.

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.

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.

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.

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.

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.

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.

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.

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? ContactUs@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.

Q:
Does BuilderElements install products or refer customers to installers?
A:

At present, BuilderElements does not provide any installation service.

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 ContactUs@BuilderElements.com if you still want to discuss with us on this topic.

Q:
What is your return policy?
A:

Please refer to our return policy by clicking on the following link: Return Policy.

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.

Q:
May I see the product before I buy? May I 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.

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.

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.

FAQs for Mother of Pearl Tiles

Q:
Why Mother of Pearl Tiles qualify for Green product?
A:

Mother of pearl tile, it is called shell tile, seashell tile, shell mosaic tile. Mother of pearl tiles are 100% natural products that coming from the natural shell, no industrial waste or energy were used in manufacturing the beautiful shell mosaic tile, thus qualifying as green products.

The American leading designers & architects have been using mother of pearl tile as wall and floor tile & covering.

Mother of pearl tiles is becoming popular as wall tiles, kitchen backsplash tiles, shower tiles, bathroom and more…

Only the best quality mother of pearl tile will be selected as our products, both 2mm and 8mm are suited to your remolding project.

Q:
Whether or not Mother of Pearl Tiles applies to your kitchen & bathroom project?
A:

Absolutely! Mother of Pearl Tiles are completely impervious materials. And mother of pearl tiles are 100% made of natural shell materials, turning used-to-be waste into beautiful décor products, is great product for your kitchen & bathroom wall and flooring projects.

If you visit the most popular professional home improvement and design website: www.Houzz.com, you can see thousands of mother of pearl tile projects that used mother of pearl tiles for kitchen and bathroom wall and flooring projects by leading American designers and architects.

Q:
What is the difference between 2mm & 8mm thickness Mother of Pearl Tile? Will 2mm thick shell tile have any installation issue that will not align with other surface covering materials such as glass tile, porcelain tile, stainless steel tile or copper tile?
A:

In fact, the chip (surface) of 2mm and 8mm thickness Mother of Pearl Tiles are same. The only difference is that 8mm thickness is with a porcelain base to make the mother of pearl tile is more convenient to align with other porcelain or glass tile with the same 8mm (3/8") thickness, thus making the installation easier.

However, the 2mm has much better cost-effective solution because after the pearl tile is installed, the appearance and effect will be the same between 2mm and 8mm. For the shell tile, the beauty is the natural shell iridescence of the surface of the shell, different than glass tile, which the beauty of glass tile partially created by the light reflection inside and through the glass, the thicker glass is, the better reflection and feel it is; that is why 8mm thickness glass mosaic tile is the mainstream in today's market place.

Although the installation of 2mm thick shell tile will be tougher than that of 8mm thickness pearl tile, your tile contractor/installer with experience can easily level the area where the Pearl tiles will be installed to other thickness tile, whatever it is glass tile or porcelain tiles or even stainless steel tile or copper tile or any other wall covering materials.

Q:
Most of your Mother of Pearl Tiles look white, but which one is the whitest option for our entire Mother of Pearl Tiles?
A:

In general, we have following three types of Mother of Pearl Tile in terms of color.

  1. Whitest. Natural White, majority chips are white, with small percentage of natural yellow and minimum natural grey; overall is white.
  2. Less White. Natural White + Natural Yellow + Natural Grey Randomly Mixed, reflecting the very natural color in original shell.
  3. Least White (more natural yellow and gray). Gorgeous shine with original color richness of iridescence. Almost every chip with Natural White + Natural Yellow + Natural Grey. The iridescent chips reflect different colors and views from different angles, especially under the light.

Different people have different tastes. Some people prefer whitest, some people prefer the natural colors with more natural yellow and gray. No matter what your Before placing a full order, strongly recommend you to get some FREE samples, we are confident that when you see the sample, you will love it.

Q:
Is there any color difference between the full order tiles and the previous ordered sample/photos on the website? Can you get a fully refund if you don’t like the color of the tiles?
A:

As mentioned above, Mother of Pearl Tiles is 100% natural products that made/polished by hands. So not to mention the color difference from the products you received and the photo on the website/sample, actually no 2 chips of the pearl tile in the whole world will match each other. Even the photos on the same page of our website, you can see for the exactly description between different product items. This is naturally color variation that comes by the nature of the products.

Therefore, we are sorry that the statement "the tile I received does not match the internet description/picture or sample" does not have the ground for the return.

However, just for courtesy and we value our customer as we bring it to our personal attention no matter how small the order is, we are offering a conditional return option: if we have other customer who wants to buy this SKU in the US, we will let you know and if you mail these products to our appointed new customer address, we will issue you the refund. You will need to pay for the return shipping and 25% restocking fee as we will use these restocking fee for the coordination and discount to attract our new customer accepting tile from a return, since we have to be honest with them that this is return products but in resalable/brand new condition. This is the best we can do.

Q:
What type of grout should you choose? Sand-free or fine-sand?
A:

Please use unsanded (sand-free) grout. Unsanded grout is for smaller grout joints and it will not scratch the polished pearl surface. In order to enhance the luster and shine in your Mother of Pearl tile installation, make sure that the grout haze is removed from the Mother of Pearl right after you finish grouting.

Q:
What grout color should you choose?
A:

Choosing the Right Grout is important for your project. Just like picking out tile, there are many different types of grout to choose from. Choosing a specific grout color could change the overall color appearance of the mosaics and the way that your entire project looks! Usually, there are three approaches to selecting grout colors that are used: blending, contrasting, and accenting.

Blending is the most common approach and what we recommend for most projects. This involves choosing the grout color that matches with the color in your tile. For example, you can blend by using white grout with our Mother of Pearl tile which is Natural White, majority chips are white, with small percentage of natural yellow and minimum natural grey; overall is white.

Similarly, if you are looking to blend grout with our Natural White + Natural Yellow + Natural Grey Randomly Mixed, reflecting the very natural color in original shell Mother of Pearl tiles, we recommend picking up on the beige and white undertones in the tile, so using a beige or white grout would blend perfectly.

Q:
Is your "Home Elements Brand Mother of Pearl Tile" made of real mother of pearl or glass?
A:

Absolutely! Home Elements brand is one of biggest brand in the mother of pearl tile business, only selected the best quality REAL mother of pearl tiles for their shell tile products.

Although glass mosaic tile is one of the major product lines for Home Elements, when we say “Home Elements Mother of Pearl Tiles”, we mean it. It is made of real mother of pearl tile, shell tile and not glass.

However, we do have mother of pearl tile and glass tile blending product and now we do not sell the mother of pearl tile and glass tile blending on our website yet.

Q:
What do I cut the Mother of Peal Tiles with?
A:

Sometimes, Mother of pearl tile is used with other tiles for wall and floor covering in different size. Perhaps it needs to cut the Mother of Pearl Tiles into small pieces.

Most of our Mother of Pearl Tiles is mesh mounted on high quality fiber glass; however, it is easy for you to cut them into pieces with a knife which is used for cutting paper as bellow, and it will not damage the tiles with rough edges.

FAQs for Kitchen Cabinets

Q:
What is the minimum quantity of cabinets I need to buy in order to get free shipping?
A:

On top of the premium quality and the best features BuilderElements.com offers for its kitchen and vanity cabinets, BuilderElements.com has implemented a new policy, we are offering free shipping and handling for kitchen cabinets above $2,300.

Q:
How can I know for sure the color and the quality are what I am really looking for?
A:

BuilderElements Kitchen City is proud of the kitchen and vanity cabinet quality we have to offer. We are so confident that we encourage you to place an order for a door sample first before placing a full size order. Kitchen door sample is the reflection of the true color, finishes, quality and style of the whole kitchen. And it is the industry standard that a kitchen door can reveal almost the quality, feel and look of the whole kitchen.

Q:
Is the kitchen door sample really free? I saw it charged some money when I try to check out the free kitchen door sample?
A:

We will refund the money for the door sample or samples after we get a full order of kitchen cabinets. Our products shows the color, quality and beauty in a door sample, therefore, order it is essential.

Plus, when you like our kitchen door samples, based on our experience, 90% of our customers who order our door sample will buy a full size kitchen from us; and when you place a full size kitchen and vanity cabinet order, we will fully refund your shipping and handling fee of the kitchen door sample.

Q:
Are your kitchen cabinets RTA?
A:

Yes, our kitchen cabinets are Ready to Assembly, each kitchen cabinets is delivered in a flat box. We ensure our products will be delivered and protected from factory.

Q:
What is your return policy about kitchen cabinets damaged?
A:

The return policy is described in Warranty and Policy.

Q:
Once I place my order, how long does it take to arrive the kitchen cabinets?
A:

BuilderElements Kitchen City has the fastest delivery lead time for RTA kitchen and vanity cabinets in the kitchen industry. When you place an order, we process it immediately; it takes 3-5 business days to deliver the order. It is important to read and keep in mind these following steps before you accept and sign the delivery of your kitchen cabinets.

Steps to follow accepting material from BE.doc

Q:
How can I see the quality of your kitchen cabinets?
A:

You can place an order for a door sample also you can see our kitchen galleries in which we included original photos of actual customers about their kitchen project, showing before the project started and after the project is done.

Q:
How can I order touch up kit and/or replacement parts?
A:

Select the style/color of your kitchen cabinets then the second step is select the option "Kitchen Accessories" where you are going to find the touch up kit as well as other kitchen accessories.

Q:
How does a kitchen designer help me in my project?
A:

We offer 3D design for your kitchen project. Contact one of our kitchen designers, it is simple and easy, together you will follow the steps in order to give you a 3D kitchen layout.

Using the right tools to provide a good design, we are using the 20-20 Technologies: Interior Design Software for Professionals, with this tool rest assure that our kitchen designer will work for you to provide a design and visualize the kitchen and bathrooms for your project.

Q:
Does the glass insert and glass shelves come in the wall glass cabinet?
A:

No. Wall glass cabinets do not come with the glass insert or glass shelves. When you select one of these wall glass cabinets, we specify to buy and pay these accessories when you are buying this wall glass cabinet.

Q:
Can I customize a style/model of kitchen cabinet?
A:

We have, at the moment, only six styles or model of kitchen cabinets. What you see is what you get. Sorry, but we cannot customize a style for you.

Q:
What else can I buy at BuilderElements.com?
A:

You can select more products to buy at BuilderElements.com, to complete your kitchen project we offer a variety of new hot tile as backsplash, kitchen sinks and kitchen faucets. One of our kitchen designer can guide you through the process of selecting the right elements for your kitchen project. Please, contact us at the email or phone number described above.

Q:
What is the process of assembly the kitchen cabinets?
A:

We offer a very helpful video where one of our contractors shows the way a wall cabinet, base cabinet and lazy Susan cabinet are assembly. Also, he shows the right tools to use and the step by step process of assembly the kitchen cabinets. This will be a DIY (do it yourself) task, you can see the videos in the following link or follow the step by step illustration instruction.

Q:
How to maintain my Kitchen and Vanity Cabinets? Can BuilderElements.com provide a kitchen maintenance guide?
A:

Yes. Remodeling a kitchen and bath with new cabinetry is a big investment. Keeping these cabinets in good shape is important way to protect your home improvement investment. Please click here for our Kitchen and Vanity Cabinetry maintenance guide.

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