FAQs

FREQUENTLY ASKED QUESTIONS

SIGNING IN

Q. How do I sign in to my account?
A. If you have previously purchased an item on our website, then you may have opted to create a personal account in on our website. If so, you can access this account by clicking on the Sign In link in the upper-right corner of your computer screen. This takes you to a page where you will be prompted to enter the e-mail address and password that you registered with us when you created the account. If you have forgotten your password, you can create a new one by click on the Forgot Password? link. After your data has been verified, your account data will appear and you can either edit existing information or proceed with the checkout process.

Q. Who do I contact if I have forgotten my username?
A. Please speak to a sales representative at your local branch.

Q. Who do I contact if I have forgotten my password?
A. To reset your password, enter the email address associated with the account.

Q. I am having trouble signing in, Is there anything I can try? 
A. Click on “Sign In” in the upper left-hand corner of your screen. Check your user ID and password and enter them into the appropriate field. Enter the User Name & Password exactly the same as they were during registration. Also note that your Password is case sensitive.

 

MANAGING MY ACCOUNT

Q. How do I change my password?
A. Once you are signed in you can easily reset your password. Simply click on the My Account drop-down on the menu bar. Select Account Options and you will be prompted to enter your existing password then enter and confirm a new one.

Q. Can I add Additional Users on my account?
A. Yes, Administrative Roles are able to create User Roles. To register additional users on your account, you will first need to log into your account by clicking the Sign In link in the upper-right corner of your computer screen. Click on the My Account link on the top right hand shown on every screen. On the left of the screen you will see a list of Quick Links. Click on User Administration. Once in this screen you will see the current list of users assigned to the account, their status, role, and default location.  You can adjust the settings of any of the users by clicking on the Username field.  On the right hand side of the screen you will see a green button called Create New User.  Click here and follow the prompts to add a new individual.  
When entering a new individual you will need to assign them a username, password and assign them a User Role. The options you have range from an Administrator Role, that can purchase anything on the site and approve the purchase to a Requisitioner who can order an item but not authorize the purchase without the approval of an Administrator.

Q. How do I create a Wish List /a list of items that I frequently order?
A. You must be signed in to create a wish list. Click on My Account to log in. Once you are logged in, navigate to the product you wish to add to your list. Below the green Add to Cart button, you will see the words Add to Wishlist in green. The system will prompt you to select a list to add the item to or to create a new one. In the field to the right of Create a New Wishlist, enter the name of your list. Once you have entered the name, click on the green Add to Wishlist button. The system will advise you that the product has successfully been added. Press the X on the top right hand of the field to go back and continue adding more items. You can now add additional Items to your Wish List.

 

ORDER PLACEMENT

Q. How do I place an order?
A. Be sure to select Your Current Branch to the location nearest you (or the location where you intend to pick up your product). Once you have finished adding items to your shopping cart and are ready to complete your transaction, click on the shopping cart icon located on the right hand side of the grey menu bar. You will then be transferred to our secure server and asked to either log in, create a new account or checkout as a guest.

A summary of your order will be displayed. Once you have verified the items in your cart, click on the Checkout button.  You will now be prompted to enter your billing information.  You will have the option of indicating that the shipping and billing details are the same, if applicable. Click the green Continue button. 

If you are a new customer or out of our delivery range all items will need to be picked up at the selected Branch. -If you have a negotiated Brock White account you will be able to choose the Shipping Method via a drop-down menu. You can select from Best Way which is the way items are normally shipped to you or Customer Pick Up, which allows you to pick it up from the branch you ordered the products from. If you have any specific instructions about the delivery or pickup of your item(s) you can enter the information into the field provided. 

Once your shipping information is complete, enter your payment method of choice using the Payment Details button.  A drop-down menu of choices will be shown for you to choose from. 

Once you have completed these steps, an order summary will appear at the bottom which includes the products selected, estimated fees & taxes and shipping costs. You may now click the green Place Order button to complete the transaction. You will receive a confirmation email with an order number which can be used to inquire on your order. Please call the branch directly if you have any questions. 

Q. Is there a way to Upload an order?
A. BrockWhite.com offers a Quick Order feature which is located above the search bar on the top right hand of your screen.  Simply click on the link and click upload order
Create a spreadsheet:
First column - add the Brock White part number.
Second column - add quantities (optional).
Third column - add unit of measure (optional).
Column headings can be added in the first row (optional).
Save the file in XLS, XLSX or CSV format.
Select the file to upload and click Upload Order.
There is a file maximum of 500 rows.

Q. Do I need to set up an account to place an order?
A. No, you do not need an account to place an order.  You can choose to simply place your order and checkout as a guest using one of our credit card options. If you expect to purchase additional materials from Brock White in the future, you may want to consider setting up an account.

Q. What are my payment options? 
A. Canada: We accept payments using Visa, MasterCard, or Interac. Payment terms may also be available to customers with approved credit. Please contact your local branch or sales rep for more information about payment terms. 
US: We accept payments using Visa, MasterCard, American Express or Discover. Payment terms may also be available to customers with approved credit. Please contact your local branch or sales rep for more information about payment terms.

Q. Our company has an account, but when I tried to place an order the only option I was presented was a credit card payment option. Why? 
A. There are a couple of reasons why you may only have credit card as the only payment option when placing your online order.
1. If you established your Brock White account online, you will only be able to pay by credit card. A credit application is required in order for an account with terms to be set up.
2. If you have an account with payment terms at Brock White but your online account has not yet been associated to the web account, you will need to contact your Sales Rep to adjust your online account. 

Q. I have placed an order online but would like to get payment terms set up.  How can I get this process underway?
A. Please work with your sales representative to get set up in our system. If you do not have a sales representative assigned, please contact the branch nearest you and speak to a member of our team and we can get you started. 

Q. I want to add a note to my order. Where can I do this?
A. When you reach the Shipping and Delivery part of the checkout process, there is a field called Delivery Instructions/Notes that enables you to type in a message regarding the order and delivery of your products.  Please place any notes in this field so that our team can review and follow up accordingly.

 

ORDER STATUS 

Q. How will I know that you have received my order?
A. After you complete the checkout process, you will receive confirmation via e-mail that we have received your order with a Brock White order number.

Q. I did not receive my confirmation email/receipt email for my purchase; what should I do?
A. If you did not receive an email confirmation, log in to the website and verify that the email address we have on file is accurate. To do this, log into BrockWhite.com, and click on the My Account button located on the top right of every page. On the left hand side you will see a list of green menu items. Click on Account Settings. When the window opens, your current email address will be shown on the right hand side of the page. If you need to make changes, please enter the information in the field and click Save.  
There are times when our system may be is down for upgrades or maintenance purposes. If so, there may be a delay in sending out your email confirmation. If you have not received an email within 24 hours of placing your order, please contact the location from where you ordered to product to check the status of the order.

 

PRODUCT AVAILABILITY

Q. I can’t find a product I normally purchase from Brock White on your website. Who do I contact?
A. Please contact your local branch or sales representative. 

Q. I am trying to purchase an item in different state/province but it is not available there. Who do I contact?
A. Some products we carry have distribution restrictions. Please contact the branch where you would like to receive the product to ensure they can determine product availability.

Q. What happens if I want to return a product I purchased online? What is your return policy?
A. We want you to be completely satisfied with your order. Brock White will accept customer returns that are authorized in accordance with our return policy. Return authorization can be obtained from the sales team at the Brock White location from which you purchased the product. Products being returned must be in saleable condition. We will not accept products that have been opened, damaged or are found to be leaking or defective. The products must have complete original manufacturer labeling and must not be expired at the time of return. All returns are subject to a restocking charge based on the original sales price.
For hazardous materials, proper shipping information must be available to the driver and proper point of purchase shipping packaging must be provided along with the material. No bill of lading is required for returns that are non- hazardous.
Brock White truck drivers or sales representatives are not authorized to pick up return products at jobsites unless they have been given prior authorization. Items returned via a third party carrier without prior authorization and may be refused.   
Special order and non-stock items may not be returned without prior authorization.
If you have additional questions about our returns policy please contact the Branch where the order was placed.

Q. I want to pick up my product at a specific location, how do I determine the location?
A. Yes, you can elect to have your product picked up at the Brock White location you purchased it from. Before making your product selection, be sure to select the location where you want to pick the products up as your Ship To location before selecting them.

Q. I would prefer to have my order sent to me. What options do I have for shipping?
A. If you would prefer to have your order shipped, please contact your Sales Representative or the local branch you purchased your order from and they can establish the best way to get you your products based on your time and location requirements. 

Q. I need to change a detail of my order, what can I do? 
A. In order to quickly and efficiently respond to the changes in your order, please contact your Sales Representative or the local branch you selected at time of purchase.