Learning Center

Find the answers to all your flooring questions.

General FAQ

BuildDirect is pleased to provide answers to Frequently Asked Questions (FAQ) on a wide variety of our products. If your questions are not answered on these pages, or you simply wish to speak with a Customer Service Representative, our customers can contact us toll free from anywhere in North America at 1-877-631-2845 or by email at customerservice@builddirect.com

Q. Do I have to be a professional to buy from BuildDirect?

A.The prices on our website are offered to anyone who meets our minimum order requirements. That means that if you are a homeowner, or a large construction company, BuildDirect’s prices are available to you when you buy in pallet and container quantities.

Q. I want to buy from BuildDirect. What are my options?

A. BuildDirect is a wholesaler with proprietary Internet technology and toll-free customer service to provide incredibly low prices on top quality building products. We process orders for building materials in two ways. The first is selling pallet multiples out of warehouses around North America. The second is shipping container orders directly from select manufacturers and delivered to your job site or distribution point of your choice.

Q. Which forms of payment do you accept?

A. We accept Visa, MasterCard, American Express, and wire transfers.

Q. Does BuildDirect ship worldwide?

A. At present, we ship container orders (5000 sq. ft. +) worldwide. The options for shipping pallet quantities vary from product to product. Consult the FAQs by category for more details, or contact a BuildDirect sales rep toll-free or by email for more information.

Q. Does BuildDirect ship to residences? How does that work?

A.Yes. A residential delivery is considered completed once the product is placed on the driveway. Some products require a vehicle with a lift-gate, depending on weight. The pallets would be lowered to the ground and pulled onto your driveway with a pallet-jack. You may be required to unload the vehicle yourself, depending on the product. Building materials are heavy and will require proper equipment or labour to accept goods on delivery. Please check weight of goods before they are delivered so you are properly prepared. Consult the FAQs by category for the details on your product of interest, or call a BuildDirect sales rep for more information.

Q. When ordering containers, can I mix-and-match on colors and styles of material?

A. For certain product lines, yes. Consult the FAQs by category for the details on your product of interest, or call a BuildDirect sales rep for more information

Q. I need a smaller amount of product than the minimum order. Where do I go from here?

A.Please consult your local Yellow Pages for information on retailers that sell in smaller quantities.

Q. Does BuildDirect install products or refer customers to installers?

A.BuildDirect is not an installer, nor does BuildDirect refer or advocate any specific installation firms or individual installers. Consult your local Yellow pages for professionals in your area.

Q. Do you offer any discounts to tradespeople?

A. Yes! BuildDirect’s BDPros rewards program gives tradespeople and contractors the opportunity to earn an annual rebate. As a BDPro, you’ll also receive a bonus if your sales go above $5,000, and an even larger bonus if they go above $50,000. This means you can earn up to $2,500 in rebates each year. Click here for more information about how you can become a BDPro.

Q. May I see the product on the pallet before I buy?

A. We are unable to show you the product at the warehouse. The warehouses we use are privately owned facilities and all products are in factory-sealed crates. We suggest ordering a sample and reviewing the graphics on the website.

Q. How do I obtain samples?

A. Samples can be ordered online or over the phone at 1-877-631-2845.

Q. Can you give me an exact arrival time for my order?

A. Unfortunately, we cannot offer guarantees on standard order and container shipment timelines. Most standard orders take 6-14 business days depending on how far the product has to travel to reach you. If the product is out of stock, however, wait time is approximately 6-8 weeks. Container orders generally take 8-10 weeks from time payment is received. There is a chance that it may take longer because of factors beyond our control. For example, security measures undertaken by U.S. Customs and Border Protection could possibly delay shipment of container orders.

Q. How much should I allow for breakage/damage?

A. It is reasonable to expect anywhere from 2%-10% breakage or damage, depending on the product. If breakage is above 10%, we would ask you to have it noted on the logistics receiving document and take pictures. Please make a claim with us within 10 days of receiving the order.

Q. Where are you located? Do you have a showroom or store front?

A. We are an online marketplace and as such do not have any showrooms for you to go and view the products in person. We do have samples for a large range of our products that can ship direct to you on an overnight timescale. You can click “Add Sample” on any available product to add it to your cart.

Q. Am I able to order less than your minimum order requirements?

A. Unfortunately you are not able to order under the minimum order quantities. If you have a previous order over the minimum for the product please call in and one of our reps will assist you.

Q. Do you sell accessories to certain products?

A. Most of our products do have matching accessories. You can click the ‘Add Accessories’ button in your cart or you can browse options in the ‘You May Also Need’ section near the bottom of the product page. You can also find a list of all of our flooring accessories (adhesives, grout, cleaner, underlay, etc.) here: https://www.builddirect.com/Accessories

Q. Do you offer contractor, military, or volume discounts?

A. Unfortunately we do not offer any military discount at this time. We do have a program designed for home improvement professional. You can find more out about this program here: https://www.builddirect.com/BDPros 

Q. My shipping address is incorrect. Can you update my address for me?

You can update all your billing and shipping information in the ‘My Account’ section of the website. If this is for an order that has already been placed please contact a rep to make the change.

Q. I want to order a sample, but the product I’m viewing doesn’t have that option. How do I order a sample for this product?

A. Unfortunately not all of our products are available as samples. If the product states ‘no samples available’ then we do not have any samples to send out at this time.

Q. How much does shipping cost?

A. Shipping is calculated based on the weight of your order and the distance it has to travel. You can get a quote for the shipping cost of any product you are viewing – simply enter your square footage on the product page, then click the green “Add to Cart for Shipping Rate” button. Or you can always call us at 1-844-717-5811 and have a customer consultant assist you.

Q. Do you sell and ship to Canada?

A. BuildDirect sells and ships to all consumers, no matter where they are located.

Q. Are the prices listed on your site in CDN or USD?

A. All of our prices and rates are listed in USD.

Q. Can I order just one piece of a product (i.e. a single floor board) to sample what it looks like?

A. Unfortunately we cannot send out single pieces or sections of product for sample. We can however send out multiple samples of the same product – this can provide a better idea of color variation across the whole floor than a single piece.

Q. Do you do provide any installation services or cost estimates?

A. Unfortunately we do not provide any estimates or installation services. We do recommend www.pro.com and www.topinstallers.com to find professional installers in your area.

Q. Where are your products manufactured?

A. We offer products manufactured around the world. To find out where your product of interest was manufactured, simply scroll down to the “Specifications” section of the product page, and look for the “Country of Origin.”

Q. Can I return extra product?

A. All of our products are covered by our 30 day money back guarantee. If you would like more specific information on your order please call a rep for detailed assistance.

Q. Can I delay a shipment or pick my delivery time?

A. BuildDirect is unable to delay a product shipment once the order is placed.

Q. Does BuildDirect offer financing?

A. BuildDirect does offer financing through Affirm. To learn more about this process, check out our Financing FAQ page or reach out to one of our customer service representatives via email at customerservice@builddirect.com or call us toll free at 1-877-631-2845


Visit Our Company blog

For interactive discussion with our experts, as well as articles and links which serve as valuable building materials information you’re looking for, visit our company blogs at www.blog.builddirect.com.

Feel free to read articles, make comments, and ask questions that will reveal the answers to questions about building materials to which others like you want to know the answers.