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Customer Service 

For Customer Service inquires please contact us by: 

phone: 844.790.SHOP

email: shop@mbci.com

Or complete this online form

 

Frequently Asked Questions

Please select a category below.

Shipping & Delivery
Checkout
Quotes
Orders
Dashboard
Favorites and Templates
Products
Account Settings
Cart

 

Shipping & Delivery


Packaging Options
There are several of packaging options a customer can choose from. Packaging options depend on the type of product selected. Therefore, products will have limited options that can be found on the product detail page.

Cardboard Box
A shipping container with cardboard material, multiple sizes are offered.

Plywood Crate
A custom built wooden container consisting of plywood. Crate is framed with dimensional lumber for support.

Skid
Typically built in the same fashion as a wooden pallet. Used to support items such as coil.

Block and Band
Sandwiching bundles in between dimensional lumber, wrapped with a plastic or metal banding material.

Block and Band with Waster Sheet
Similar to block and band, with the addition of a covered panel on top and/or bottom.

Block and Band with Waterproofing
Similar to block and band, with waterproof material for wrapping panels.

Ultra-Dek® Double-Lok® Bare
Banding of an Ultra-Dek® and Double-Lok® panel without dunnage. Cardboard rings are placed underneath the banding.

Painted Ultra-Dek® Double-Lok®
Banded with cardboard rings over waterproof paper and micro-foam inner leaf inserts.

Waterproof Paper
Bundles wrapped in waterproof paper.

Microfilm
A material that is thin and soft to insert between items.

Block and Band with Inner Leaf
Inner leaf material to separate bundled panels, using block and band packaging.

Charge per linear foot
Packaging is specific to certain panels, and has a cost per 100 ft. to package specific materials. Note: Minimum quantity applies.

ltl packaging
Packaging that incorporates block and band, waster sheet top and bottom, angle board sides and ends.

Export Packaging
Packaging that incorporates block and band, waster sheet top and bottom, steel and wood boxes.

 

Shipping Methods
Customers have the option to choose between pickup and delivery. If a customer decides to pick up an order, it will result in no shipping charges. Customers can pick up their order at their assigned selling plant. Information about your assigned selling plant can be found on the dashboard after you log in.

If a customer selects delivery, they are able to choose from the following options:

UPS or Fedex
Items under 8 feet of length are eligible for UPS or FedEx shipment.

Dedicated Truck
Customers may request a dedicated truck for their orders. Note that this is the fastest method of shipment but incurs a higher charge.

Route Truck
Route delivery is the standard method of delivery for orders made. Trucks will carry items and will make stops for multiple customers.

Note: All preferences or concerns regarding shipping can be communicated during the checkout process in the notes section.

 

Checkout


Tax Exemption
Tax exemption documents can vary by location and type. Uploading tax exempt documents during checkout will speed up the process. If a user is not able to upload documents during checkout, they can send their documents to --- or call --- for assistance.

Note: If a user selects tax exempt, but is not eligible for exemption, a representative will contact them.

Purchaser and Non-Purchaser Groups
An organization can enable users to have purchasing and non-purchasing rights. Both groups are able to checkout a quote.

When a non-purchaser completes checkout, they will see their status on the quotes dashboard change to “Sent to Purchaser.” Once a purchaser approves the quote, it will be submitted for an internal review.
For instructions on how to set up purchasing permission groups, refer to “NEW FAQ.”

Address Book
Customers can access the address book during checkout. Previously saved addresses are not editable. In order to change an address, please remove the original address from the address book and enter a new address in the fields available. To save the new address, select “Add to Address Book.”

Adjust Items in Checkout
A quote can’t be modified during checkout. Customers must exit checkout in order to make changes in a quote. The cart can be utilized to add, remove, or modify items selected.

Total Amount Adjustments in Checkout
The total amount may change during checkout due to factors such as tax exemption, shipping, and more. The final amount is quoted in “Step 4: Review” of checkout.

Payment Methods
Acceptable payment forms include invoices, COD, P.O. numbers, or credit cards. Payments using a credit card are routed though PayPal. Full or partial payments are accepted. Partial payments require a minimum 25% deposit. Remaining balance will be invoiced.

Quotes


Quote Total
Quote total includes subtotal of items, estimated tax, and freight. Each time the cart is modified, the quote subtotal will update. Quotes left open for an extended period of time may change total amount due to inflation in tax or freight.

Quote Statuses
Quotes created online track status updates from the point it was created up to completion. For quotes created offline, a user will see a null status until it becomes an order.

When a user starts a quote it will be in process until ready to checkout. If a user is checking out with purchasing rights the status will change to submitted, which signifies that it is under review from MBCI. In the case that they are not a purchaser, it will change the status to Sent to purchaser for purchaser’s review. Once the quote is approved by the purchaser and internally by MBCI, it will be ready to be processed as an order. Exceptions to this scenario are if a purchaser disapproves a non-purchasers order, in this case the status will be Contact Purchaser OR if an inside sales representative is not able to process the order, the status will turn into “Brand Sales Rep will contact you.”

Quote to Order Process
Users must start with creating a quote, and adding items to it. Users can access checkout from the mini cart, cart page, or quotes detail page. After checkout is complete, the quote must be approved from the purchaser and reviewed internally by our brand. If the review and approval process is successfully completed, the quote will be processed as an order.

Quote Options

Edit
A user can edit a quote by adding, removing, or adjusting quantity of items in the cart.

Rename
A quote can be renamed up to the point of checkout. Once it becomes an order, it can no longer be renamed.

Duplicate Quote
A quote can be duplicated in order to be created again. Duplicated quotes can be changed without impacting the original quote.

Save copy as quote template
A quote template is used to store quotes or orders for future use. For more information refer to Favorites Templates section.

Archive
The archived option will remove quotes or orders from the dashboard. Archived quotes and orders are moved from the active tab to the archived tab on the quote details page.
Note: An inactive quote after a certain period will automatically be archived.

Share/Unshare
Quotes can be shared or unshared with you from other users, or by you for other users to view and track. They appear on the dashboard and quotes/orders detail page. For a full history of shared items, view the shared tab on the quotes or orders detail page.
Note: Sharing allows the other user to make changes to the quote. Only one user should make changes to a quote at a time.

View Online Quote

Email Order Acknowledgement (PDF)
Email a PDF attachment of your quote or order with one simple click.

Orders


Order Statuses
After a quote is submitted, it will be placed in the orders section of the dashboard. The status will remain submitted until the warehouse is ready to work on fulfillment of the order; which will then turn the order status to In Process. If the warehouse is successfully able to complete
the order then the status will change to shipped. If an order is not able to be fulfilled, then a representative will contact the user. If a user decides to cancel the order after a representative contacts them, the status will change to cancelled. When a user wants to archive a completed or cancelled order, the status archived will appear underneath the archived tab. This status will not appear on the dashboard.

Order Options
Duplicate as a Quote
Users can’t make changes to an order, but they can utilize the “Duplicate as a Quote” option. This option is available on the orders landing page. If users select the option, “Duplicate as a Quote,” the original order will remain in the orders section, and a copy of the order will appear in the quotes section. Once the order appears as a quote, users may make changes or continue to checkout.

“Duplicate as a Quote” can also be used in the rare occurrence of an order that can’t be fulfilled due to items not being available. In this case, a customer service representative will contact the user to notify them that a particular item in the order was not available. Users may choose to remove the particular item, which will result in an offline order. If users decide to cancel the order completely then the status will appear as cancelled on the dashboard. The user may select “Duplicate as a Quote” to recreate the order as a quote, and remove item not available for further processing.

Save copy as quote template
A quote template is used to store quotes or orders for future use.

Archive
Archived quotes and orders are moved from the active tab to the archived tab on the order details page. Quotes/Orders can be removed from the archived tab by ----. Note: Inactive quotes and orders over – days will automatically be archived.
Note: An order can only be archived when the status is shipped or cancelled.

Share/Unshare
Quotes can be shared or unshared with you from other users, or by you for other users to view. They appear on the dashboard. Sharing allows the other user to make changes to the quote. For a full history of shared items, view the shared tab on the quotes detail page.

View Order Acknowledgement
For a copy of your order acknowledgement, users have the option to view and print it.

Email Order Acknowledgement (PDF)
Email a PDF attachment of your quote or order with one simple click.

Modifying an Order
Once an order is submitted changes can’t be made. All changes to items selected must be made when the items are in a quote.

Cancelling an Order
An order can’t be cancelled once created. The rare exception of an order cancellation may incur if order is made incorrectly or inventory is not available. In this occurrence, a sales representative will contact the user. If the order is cancelled, then the status will appear as cancelled on the dashboard. The user can recreate this order by selecting Duplicate as a Quote. The order will then follow the normal quote to order process, and will allow the user to make any changes needed.

Order Total
Order total includes subtotal of items, tax, and freight. Order total value does not change.

Dashboard


Shared Orders and Quotes
Quotes can be shared or unshared with you from other users, or by you for other users to view. They appear on the dashboard. Sharing does not allow the other user to make changes to the quote. For a full history of shared items, view the shared tab on the quotes detail page.

Order Number (MBCI /P.O.)
MBCI Order Number (#)
The order number generated by MBCI.

P.O. Number (#)
Customer provided job identifier or purchase order number.

Planned Load Date
The date the truck is loaded with items. Planned load date is not always the day before shipment date.

Quick Price
Quick Price allows users to search for items and their prices fast and efficiently. These prices only include the base item cost without any additional options or charges. The price of the items are subject to change up to the point of checkout.

Offline Quotes and Orders
Offline Quotes can be created by contacting a sales representative. A copy of the quote will be available to view online in PDF format. Offline quotes do not have status updates until they are processed as orders.

Note: Offline orders include status updates.


Favorites and Templates


Add to Favorites
Users can select “Add to Favorites” on product landing page in order to save items. Favorited items are under the products section of the mega menu.

Favorites Templates
Users can use a favorite’s template to save a quote for future use. To save a quote as a template a user must select the option “Save Copy as Quote Template” on the quotes landing page, and then select the template the quote will be saved in. A new template can be created when a new quote is created.

Products


Add additional lengths
Users can add additional lengths on the product detail page. Each lengths subtotal is impacted by its total feet and quantity.
Note: Users are able to customize additional lengths by applying a piece mark to group lengths together during packaging.

Options

Bundle Mark
A Bundle Mark name can be used to group products together at time of shipment. For example, if you use the same bundle mark code for PBR panels, then they will be packaged together.

Piecemark
Piecemark is an identification label to package products together. Shipments will include labels on products that Piecemark names are entered for.

Option Charges
Options may incur a charge depending on the type of item and option selected. An option may be required on particular items, while other items may allow it to be optional.

Note: Not all options incur a charge.

Related Products
Related items can help a user understand which items are important to purchase with the item selected. Users can view related items for panels on the product detail page. Related items for panels could be found on the products carrousel or inside the installation manuals in the documents section.

Note: Selective additional products may list related products available in the installation manual.

Buy American Act
This act requires the US Government to give first preference in purchases to US made construction products. Items that fall under the Buy American Act regulations must be purchased domestically by MBCI. Selecting this option ensures that MBCI knows that the Buy American Act is a requirement applicable to this order.


Account Settings


Add a User

Retrieve Password
Users can retrieve their password by selecting the “Forgot Password” option at login. An email will be sent to the user with login information.

Retrieve Username
Please use the customer support email ---- or phone number to retrieve username info --

Selling Plant Location
When a user logs in they will see their nearest selling plant information and helpful links.

Approve a Purchase Order
Enabling Purchaser and Non-Purchaser Permissions


Cart


Mini-Cart
Users can use the mini-cart to view a summary of recent items, access the cart to edit items, or checkout.

Edit Cart
The cart detail page allows the user to view a summary of their items, make changes to the cart, and checkout. Users can select edit to change an items quantity or attributes such as color or options selected.
Note: Users are only able to see quote items on the cart page. Order items do not appear here.

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