Customer Service
877-713-6224
shop@mbci.com
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Frequently Asked Questions
Please select a category below.
Packaging
Shipping
Orders
Quotes
Products
Account
Cart
Packaging
What type of packaging is available?
MBCI facilities package each order to help minimize shipping damage based on best practices established from years of experience.
Block and Band
The Block and Band packaging technique involves stacking panels within blocks of lumber spaced along the length of the panels and securing them with plastic or metal banding. The blocks of lumber allow clearance for forklift access and are spaced based on the panel’s length to create rigidity for handling. Check the panel’s installation manual for proper unloading and handling techniques on the job site to help prevent damage; be sure to follow OSHA safety measures for forklift operation and lifting to avoid injuries.
This method can be combined with other packaging materials to fit various shipping and handling. Block and Band bundles may also include the following materials to minimize shipping damage based on the order details:
- Cover Sheet: A scrap panel of the same profile as the bundle placed on both top and bottom for rigid protection from debris and blunt strikes. Ideal for bundles on busy job sites that may not be installed immediately upon delivery.
- Slip Sheet: A cardboard or paper sheet placed between the layers of bundles that include mixed panel lengths. This helps prevent panels of dissimilar lengths from scratching the longer panels below as the bundle shifts during shipping & handling.
Ultra-Dek and Double-Lok Packaging:
Our trapezoidal standing seam panels utilize special packaging techniques. These panels nest with a slight curl as they stack. A layer of cardboard under each plastic or metal band helps create a uniform curvature throughout the bundle for additional rigidity. When properly installed utilizing the fasteners and following the steps in the corresponding installation manual, the panels will uncurl and achieve their original designed profile. Check the panel’s installation manual for proper unloading and handling techniques on the job site to help prevent damage; be sure to follow OSHA safety measures for forklift operation and lifting to avoid injuries.
Skid / Pallet
Typically composed of wood and constructed to allow clearance for forklift access. Skids and pallets are often used to package flat sheets, accessories, and trim.
Strippable Film:
Painted trim pieces ship with a thin plastic film covering the painted side to help prevent scratching and scuffing in transit. Peel to remove the plastic film before installing each trim piece.
How is packaging cost determined?
Most of our products have defined packaging costs in the product catalog on their respective product pages. We also include an itemized list of all packaging charges in every Sales Order Acknowledgement. Some products have no packaging charges.
Shipping
How can I get the shipping status for my order?
Our Logistics team strives to deliver orders to our customers in a timely manner. If you have any questions about your order’s ship status, please get in touch with our Customer Service team at 877-713-6224.
Orders
Order Status:
Where is my order?
For inquiries on order status or requests to modify or cancel your order, please get in touch with our Customer Service team at the phone number below:
MBCI Customer Service: 877-713-6224
Can I get an update on my order?
For inquiries on order status or requests to modify or cancel your order, please get in touch with our Customer Service team at the phone number below:
MBCI Customer Service: 877-713-6224
Is my order ready for pickup?
For inquiries on order status or requests to modify or cancel your order, please get in touch with our Customer Service team at the phone number below:
MBCI Customer Service: 877-713-6224
What is the process for picking up an order ?
Once an order has been verified, customers will immediately be informed of their designated pick-up date. Automated reminders will then be sent out a few days in advance of the scheduled pick-up, which not only allows customers to respond but also gives them the option to schedule an alternative pick-up time that works best for their schedule. On the day of pick-up, our team will call the customer to remind them that their order is ready. The customer will be subject to storage fees if the order has not been picked up after five business days.
Order Modifications
Can I remove/add this item to my order?
For inquiries on order status or requests to modify or cancel your order, please get in touch with our Customer Service team at the phone number below:
MBCI Customer Service: 877-713-6224
Quotes
Can I get a quote for a certain item?
MBCI’s online ordering site is a convenient way to get quotes, place orders, and build – anytime, anywhere. You can easily create quotes with accurate pricing, order the products, and save time to focus on what is most important – your business. You will also receive a 2% discount whenever you quote and order on our platform. If you need further assistance or prefer one of our team members to submit a quote on your behalf, we will be happy to help. You can contact our MBCI Customer Service team at 877-713-6224 for more information.
Am I able to share my orders and quotes ?
Quotes can be shared or unshared with you from other users, or by you for others to view. If you have been given access to an order, it will appear on the dashboard under the tab “Orders.” It is important to remember that sharing order information does not allow the other user to make changes to the quote. To grant certain individuals access to updates on order status or shipping, users can simply add their details to the Sales Order Contact or Ship to Contact fields on the Preferences page.
What are the different statuses that a quote goes through ?
Quotes created online provide status updates from the point it is created up to the completion of the quote. 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 the user is ready to checkout. If the user checking out has purchasing rights, the status will change to the “Submitted” status, signifying that it is under review from MBCI|ABC. If the user does not have purchaser rights, the status will change to “Sent to Purchaser” for the purchaser’s review. Once the quote is approved by both the purchaser and the MBCI|ABC team, it will be ready to be processed as an order. Exceptions to this scenario are if a purchaser disapproves a non-purchaser’s order. In this case, the order status will be “Contact Purchaser.” If an inside sales representative is unable to process the order the status will change to “Brand Sales Rep will contact you.”
Products
What do the different product options mean ?
Bundle Mark
A Bundle Mark code can be applied to certain items during the packaging process to help the installation team at the job site identify materials prior to unpacking them.
Piecemark
Piecemarks are used to identify specific components within an order to help the installer match against construction drawings for installation accuracy. Piecemark labels can be applied to primary and secondary structural parts during the production process upon request.
Option Charges
Select products are available with non-standard options for additional configuration based on your project’s requirements. Additional charges and minimum order quantities may apply; our Customer Service team will provide specifics for your order in the Sales Order Acknowledgement.
Accounts
Account Access
How can I unlock my account?
You may request to unlock your account by contacting us at shop@mbci.com or by completing the online form in our website's Help section.
How do I get access to the online quoting/shopping system?
Click on the “Login” button on the homepage's upper right side. Next, you will select the “Request New User Account” option and complete the New User Registration Form. Our team will then verify your information and complete your account setup within the next few days.
How can I add a new user to my account?
You can create new users online by navigating to the “My Organization” tab on the dashboard and selecting “Overview” in the dropdown menu. You will then need to scroll down to the “Users” tab and select “Add a New User.” Please fill in the required information about the additional user you would like to add and then hit the “Add User” button.
How do I reset my password?
You can reset your password by selecting the “Forgot Password?” option on our shop website login page here, located here: Login | MBCI. Next, you will enter the email address linked to your account, hit the “Send Email” button, and a link will be sent to your email. Follow the instructions provided in the email to create your new password. You can then log in utilizing your new password going forward.
Cart
How can I edit what is in my cart?
The cart detail page allows the user to view a summary of their items, make changes to the cart, and proceed to checkout. Users can select the “Edit” button to change item quantity, color, and other attributes.
Note: Users are only able to see quote items on the cart page. Order items do not appear here.