Frequently Asked Questions
|
At Truitt & White, we offer a wide variety of products and services that can be used in thousands of different applications. Even the most experienced professional sometimes has questions and that's why we're here. Below are some of the most frequently asked questions with the answers you may be looking for. If you can't find what you want below, click here and send us an email with your question and one of our qualified staff members will respond.
Credit Questions & Policies
Customer Service
Merchandise Returns
Power Tool Repair
Education & Seminars
Estimates & Ordering
Other Questions
Credit Questions & Policies
How do I find out the balance on my credit account?
The balance on you 30 Day Credit Account or for your larger purchases on our Installment Account can be obtained by either contacting our Credit Department (510) 649-2664 or, if in our store, asking for the Credit Manager.
How long does it take to process my application for a credit account?
We can process an application for our 30 Day Credit Account generally within 5 days.
How do I get a credit rating for one of your customers?
Please fax all requests for credit ratings to (510) 548-1302. We will process any request within 24 hours.
What's the interest rate on the 30 Day Credit Account?
Our 30 Day Credit Accounts are assessed an annual interest rate of 18%. All credit accounts are due in full the 10th of the month after the purchase and past due 30 days after our closing date, the 25th of each month. Any balance that remains unpaid beyond the terms of the credit agreement will be accessed the annual rate of 18%.
Can I send my contractor with my credit card?
We require that all credit card transactions must be conducted by the authorized card holder.
Someone used my account who is not on my Authorized Buyers list. What do I do?
If you suspect someone unauthorized used your credit account, please contact our Credit Department and give them an invoice number and date. We will research the purchase and attempt to determine who is responsible for the purchase. You will not be responsible for any fraudulent purchases.
Can I get a copy of a lost invoice?
Contact any salesperson, cashier or our credit department with the invoice number and date of purchase and we will be able to forward by fax or U.S. mail any requested invoice copy.
How do contractor discounts work?
All purchase discounts are earned by cumulative tracked purchases on a quarterly basis, or if a given project based on size and scopmerist preferred pricing.
How do I add/remove buyers to my account?
Contact our Credit Department by phone (510) 649-2664 or fax any request to (510) 548-1302.
How do I change my mailing address?
Contact our Credit Department by phone at (510) 649-2664 or by fax at (510) 548-1302 to change the mailing address on your account.
Customer Service
What are your store hours?
Our business hours are:
Main Store and Yard
Monday - Friday 7:00am to 4:30pm
Saturday 8:00am to 12:00 noon
Window and Door Showroom
Monday - Friday 8:00am to 4:30pm
Saturday 8:00am to 12:00 noon
Are you open on Sunday?
No. We are open Monday to Friday 7:00am to 4:30pm and Saturdays 8:00am to 12:00pm noon.
Where are you located? (Directions)
Truitt & White
Main Store and Yard
642 Hearst Avenue
Berkeley, CA 94710
Telephone (510) 841-0511
Fax (510) 649-2640
Window and Door Showroom
1831 Second Street
Berkeley, CA 94710
Telephone (510) 649-4400
Fax (510) 486-0552
From Walnut Creek / Lafayette / Orinda
West on Highway 24 to Oakland / San Francisco, take the I-580 West exit toward San Francisco. Exit on I-80 North to Richmond / Sacramento. Exit on University Avenue (Frontage Road), turn right on Hearst Avenue.
From San Francisco
East on I-80 Bay Bridge toward Oakland, take exit to I-80 North to Richmond / Sacramento. Exit on University Avenue (Frontage Road), turn right on Hearst Avenue.
From San Rafael
East on the Richmond / San Rafael Bridge, continue on Highway I-580. Exit on Gilman Street exit; turn left onto Gilman Street, and right turn onto Eastshore Highway, left turn on Hearst Avenue.
Are you close to the 4th Street shopping area?
We are located 1 block west of the 4th Street Shopping Center on Hearst Avenue.
Do you have a location in Concord, Danville, Walnut Creek, or Hayward?
No, our only location is in Berkeley, California.
Do you have a Showroom in Danville, California?
No. We did operate a showroom only in Danville, but relocated to our main store and lumberyard.
Where is your Window and Door Showroom?
Our Window and Door Showroom is located at 1831 Second Street, Berkeley, CA. across the street from our main yard. We are proud to offer the Bay Area's most complete Showroom featuring a full range of window and door displays of major manufacturers including Marvin, Integrity, Milgard and Velux.
Please see our Window and Door page by clicking here.
Do you have any job openings?
We always accept employment applications and keep them on file for 2 years. When positions become available, we review the qualified applicants on file. If you are interested in completing an application for employment, please contact a receptionist in our store for additional information.
Can you refer me to a contractor?
We maintain a contractor Referral list covering many trades. The building professionals that we recommend are not employees of Truitt & White. All agreements, terms, and conditions are between yourself and whomever you select to perform the work.
Do you recommend using the Day Labor standing on Hearst Avenue?
We will not make any recommendations on using the Day Labor standing on Hearst Avenue or the surrounding area.
Merchandise Returns
What is your product return policy?
We will accept returns of most products purchased from our inventory. Products for return and all requests for credits must be accompanied by the original purchase receipt. Returns for all products are required to meet the following conditions: Lumber and building materials must be in unused, clean, and saleable appearance. All lumber must be returned in the lengths purchased. All hardware and packaged items must be in its original packaging and be in its original condition.
Where do I return lumber, hardware?
Return hardware to our Hardware Center located inside the main store. To return lumber, start inside our main store and tell the sales clerk that you have a lumber or building product return. The sales clerk will contact a yard clerk and have you proceed to our lumber yard for product inspection and take possession of the return. You will then return to the store for the refund or credit to be written.
What if I don't have my original purchase receipt?
If you don't have your original purchase receipt, bring the product, come into the main store and take a number for service. Please be prepared to provide information regarding the approximate date of original purchase and method of payment. We possibly may require 24 hours to locate your original purchase receipt. Returns may be subject to a 15% restocking fee.
How long after purchasing a product(s) do I have for returns?
Any packaged product that is in sales condition is eligable for return. The only important exception to that would be if the product has a lifespan. For example, an adhesive, caulking or roofing product that has exceeded its lifespan would not be eligible for return. Dated lumber and building materials would be eligible for return by the decision of the Lumberyard supervisor at the time of the return
Power Tool Repair
Do you repair power tools?
Truitt & White is an Authorized Service Center for Bosch, Milwaukee, Makita, Paslode, and Senco. If the repair is minor (switches, cords, cleaning etc.) the service can be performed on site within 1 week. If the repair requires parts or product specific expertise for the repair, we will send it to the manufacturer which will generally require a minimum 2 week lead time.
How does your Tool Repair work?
All tools submitted for repair are received in our Fastener Department within our main store. We will ask you to describe the failed condition of the tool and collect your contact information. A repair work order will be assigned to your tool. Our repair analysis often requires our technicians to disassemble the tool to determine to how and what to repair on the tool. We have a $15.00 minimum inspection fee on all power and pneumatic tools. Our policy is to contact you with an estimate for the repair and, with your approval, we will repair your tool. Our estimate will include the parts and labor costs. If you choose not to repair the tool, we will return your tool un-assembled. If repairs are made in-house, generally most repairs can be completed within 1 week, however if we need to send your tool to the manufacturer, consider the lead time for repair to be approximately 2 weeks. We will discuss the repair and lead times when we contact you for your approval for the repair. For more information on our Tool Repair service, please call and speak to one of our power and pneumatic tool specialists.
Do you sell tool parts?
We do not sell power tool repair kits. All repairs are processed through our Tool Repair Service Department.
How long will it take to have a tool repaired?
The time is usually dependent on the nature of the failure. If the repair is within the scope of service we can offer on site, most repairs should be completed within 10 days. If the failure is beyond the service we can provide, we will contact you and inform you of the need for factory repair in which case we cannot predict the service/repair time until after the factory contacts us.
How will I know when the tool is ready for pick up?
You will be contacted by our Tool Repair Service Department. All customer contact occurs after 5:00pm on Monday's and Wednesday's regarding the status of your tools.
Education & Seminars
Where will I park for the Saturday seminars?
Parking for seminars is on Second Street by our Conference Room. Our Conference Room is located at 1817 Second Street, Berkeley, CA.
Will there be enough parking at the Conference Center?
There is parking both in front of the bonference room and in our Window and Door Showroom parking lot.
Will I need a reservation for any seminars?
Seminars are free of charge, but reservations are required.
Is there a fee for your seminars and workshops?
The majority of our seminars are free but pre-registration is required. If there is a fee associated with a seminar, the information will be posted on the Seminars and Events section of our website.
Will refreshments be provided?
Refreshments are provided.
Estimates & Ordering
Can I get a quotation over the telephone?
We have a telephone sales department available for price quotations, placing orders for will call, and deliveries. The Main line phone number is (510) 841-0511.
Where do I order lumber and building materials?
Lumber is ordered in one of two places. Building professionals can go directly to our Contractors Office, which is open and available from 7:00am to 2:30 pm daily. The Contractors Office also offers a minimum selection of routinely needed hardware and related merchandise. If your needs are greater than the convenience of our Contractors Office you can shop in our fully stocked hardware store and place your orders for all of your building material needs as well. We also offer the most extensive Special Order capability in the Bay Area for all of your specialty product needs.
Can I place an order over the telephone for a next day pick-up?
Orders placed on the telephone will only be assembled when the customer arrives at our store.
Can I fax my order in?
We accept fax orders at (510) 845-2604. Our response time to quoting faxed orders is the same as the telephone orders we receive. We generally respond within 24 hours to all requests for quotation.
Will my faxed order be ready to pick up when I arrive?
We do not pre-build faxed orders before the client arrives for any will-call orders. We will deliver faxed orders with pre-payment.
Do I get a Professional Contractor's Discount?
We offer a professional level of pricing to individuals or companies who use lumber and building materials in their businesses. Please contact our Customer Service Department for more information about the discounts we offer and how to sign up for our professional level of pricing.
Where do I pick up my special order?
Window and door special orders may be picked up at Receiving Department #2 located at:
1805 Second Street Unit 'C'
Berkeley, CA 94710
(510) 644-2671
All other special orders may be picked up at Receiving Department #1 located at:
1817 Second St.
Berkeley, CA 94710
(510) 649-2660
Our Receiving Departments are open Monday - Friday 7:00am - 4:30pm and Saturday 8:00am - Noon.
Will you load my lumber and building materials for me?
We have a full-time staff in our lumberyard to load your purchases and to expertly tie down your purchase on your vehicle.
Do you deliver lumber and building materials?
We deliver throughout the greater San Francisco Bay Area. Our delivery fees vary by the delivery destination. Generally, deliveries within the Berkeley and Oakland areas have a $35.00 fee. The fees do graduate to more distant destinations in the Bay Area. We deliver all lumber and building materials on our fleet of flat bed trucks, and all windows and doors are delivered more securely in our larger box van vehicles.
I received my delivery, and all of the items ordered did not arrive. What should I do?
When any product ordered is not available at the time of the delivery, our Dispatch Department will contact you. If you discover the missing products while the delivery driver is present, have him contact the Dispatcher for information. We will determine the status of the products and contact you and arrange for a future delivery.
Where is your Receiving Department located?
Lumber, Building materials, and Hardware
1817 Second St.
Berkeley, CA 94710
(510) 649-2660
Our Receiving Departments are open Monday - Friday 7:00am to 4:30pm and Saturday 8:00am to 12:00 noon.
Where is your Receiving Department for Windows & Doors?
Our Window and Door Showroom is located 1831 Second Street, Berkeley, CA. across the street from our main yard. We are proud the Bay Area's most complete Showroom featuring a full range of window and door displays of major manufacturers including Marvin, Integrity, Milgard and Velux.
Please see our Window and Door page by clicking here.
Where is your Window and Door Showroom?
Our Window and Door Showroom is located in our main store located at 642 Hearst Avenue, Berkeley, CA. We offer a 3000 sq. ft. showroom featuring a full range of window and door displays of Marvin Integrity, and Velux products.
Please see our Window and Door page by clicking here.
Do you sell Certified Lumber?
Yes. Please see our List of Green Products page by clicking here.
If I already have the lumber, will you cut it to size for me?
We only cut lumber that is purchased from our company. Our policy requires that any lumber must be cut to size when purchased, not at a later date.
Which Window and Door products do you sell?
Please see our Window and Door page by clicking here.
Why do you only sell 8' and 16' lengths in many mouldings?
We offer many pre-primed mouldings in stock. All pre-primed mouldings and trim are only available to us from the manufacturers in the 8' and 16' lengths. Our inventory of stain-grade pine mouldings is available in additional lengths ranging from 7' to 16' usually in 2' increments. Please contact our Sales Department for more specific information on the mouldings and trim that will be appropriate for your needs.
Do you sell sheets of drywall?
We sell our drywall in 4x8, 4x9, and 4x10 sizes only. The thickness varies with the size. Please contact our Sales Department for more specific information on the drywall sizes that will be appropriate for your needs.
Do you sell sheets of CDX Plywood?
We sell CDX Plywood in 4x8, 4x9, and 4x10 sizes only. The thickness varies with the size. Please contact our Sales Department for more specific information on the CDX Plywood sizes that will be appropriate for your needs.
Do you mix paint?
We are a Benjamin Moore Paint dealer. We custom color/tint paint as well as mix it for you.
Do you recommend using the Day Labor standing on Hearst Avenue?
We will not make any recommendations on using the Day Labor standing on Hearst Avenue.
Additional questions:
What is the Mechanics Lien Law?
This California law was created many years ago with the intent of protecting subcontractors and suppliers from less-than-reputable building contractors. Because of the complexity and scope of this law, both homeowners and builders should be familiar with it. Click here for an in-depth discussion of this topic.
Do you have a scrap lumber pile?
We do not offer any scrap lumber to the public.
Do you make donations?
All requests for donations must be made in writing and addressed to 642 Hearst Avenue, Berkeley, CA 94710.
Are you set up to handle resale transactions?
Yes, we will ask that you complete a California Resale card which we will maintain on file for future use.
Are you affiliated with Ace Hardware?
Our affiliation with ACE Hardware is as a purchasing partner only. Much of our merchandise in our store is ACE branded, but we do not participate in the ACE sales and marketing programs. As a result, what you might see advertised on television by ACE will not be available at our store.
|
