Builddirect COVID-19 Update

COVID-19:

BuildDirect Customer Update

Updated as of June 5, 2020

Given the current demonstrations happening across most U.S. States, there may be delays in our expected delivery dates. We are working closely with our shipping partners to minimise disruption, and communicate as early as possible with our customers. We do appreciate your patience and understanding given the circumstances.

If you have any questions or concerns, please contact us through phone, text or email:

Email

Phone

(877) 631-2845 (Toll Free in North America)
(604) 662-8100 (International)

Servicio en español

(213) 394-2855 (y elige la opcion 5)

Hours of operation: Monday – Friday 9AM – 7:30 PM (EST)

Dan Park

CEO, BuildDirect

*Terms and conditions apply. See here



Updated as of April 2, 2020

As we continue to monitor the situation across both the US and Canada, we remain fully open for business to deliver our service commitments to you.

  • Free Samples delivered to your door within days
  • Nation-wide delivery of all our products across mainland US and Canada
  • 24/7 Online browsing, sample orders and buying
  • Ongoing customer support through phone, text and email
  • Email

    Phone

    (877) 631-2845 (Toll Free in North America)
    (604) 662-8100 (International)

    Servicio en español

    (213) 394-2855 (y elige la opcion 5)

    Hours of operation: Monday – Friday 9AM – 7:30 PM (EST)

We have also extended some measures to help provide additional customer support at this time:

  • 60-Day Returns* - in case things change on your project
  • ‘Buy Now, Ship Later’- we can store your floors for up to 90 days*

As always, safety is our number one priority, and we continue to update our safety protocols under the guidance of local and national authorities.

Dan Park

CEO, BuildDirect

*Terms and conditions apply. See here



Updated as of March 20, 2020

We are all pulling together during this time, and are taking new actions to help your business or renovation project. These are effective from March 15th 2020 until further notice.

  • We have increased our Money-Back Guarantee from 30-days to 60-days*
  • We have launched: ‘Buy Now, Ship Later’, where we can store your floors up to 90-days*
  • We continue to deliver on our Everyday Promises:
    • Free Samples Delivered to Your Door
    • Deliveries Direct to Job-Site or Home Delivery
    • Customer Service Reps [Contact us]
    • Home Shopping 24/7

Contact Us

×

Have questions about a product, shipping or just want a second opinion? We are here to help!

Email

Phone

(877) 631-2845 (Toll Free in North America)
(604) 662-8100 (International)

Servicio en español

(213) 394-2855 (y elige la opcion 5)

Hours of operation: Monday – Friday 9AM – 7:30 PM (EST)

These are in addition to a number of precautionary safety protocols we have implemented internally and in coordination with our distribution partners - as the safety of our customers and employees remains our top priority.

We will continue to update you on further changes we make to help our customers.

Dan Park

CEO, BuildDirect


*Terms and conditions apply. See here



As of March 17, 2020

As parents, children, neighbors and people who manage a business, we feel the stress that we are all under in both health and the economy as we manage through COVID-19. We have been in business for 20 years through a number of challenging circumstances, and are taking measures to keep our customers and employees safe while ensuring that we deliver our products and services to you with minimal disruption.

We remain open for business and you can still order free samples.


The safety of our customers and employees is our top priority.

Following guidelines and directives published by our local and national authorities, we have implemented a number of precautionary safety protocols internally and in coordination with our distribution partners in response to the COVID-19. We will continue to stay informed through our authorities and will revisit and revise our safety protocols as needed as the situation evolves.

We want to prevent any disruptions to your business or renovation project.

During this period where purchasing online is perceived to be more convenient and lower risk given the need for social distancing, BuildDirect is well equipped to assist customers with their online purchases. To meet our commitments to you and your business, we have implemented a number of service continuity measures:

  • Effective March 15, 2020, we have extended our 30-Day Money Back Guarantee to 60-Days until April 30, 2020;
  • We are coordinating with our delivery partners to continue services nation-wide;
  • We are working with our manufacturers to ensure product supply continuity;
  • We are increasing customer outreach in cases of delays;
  • We are continuing to deliver free samples within 1-2 business days (see here); and

We thank you for your understanding and patience during this time. We will continue to update information as circumstances change.

Dan Park

CEO, BuildDirect

Questions from BuildDirect Customers during COVID-19

Does your 30 day Money Back Guarantee still apply? Will you be extending your 30 day return window? +

Effective March 15, 2020, we have increased the 30-day Money Back Guarantee to 60 days to ensure customers have ample time to decide whether they will keep the purchase. This extended Money Back Guarantee is currently available through to April 30, 2020. All other terms and conditions of the 30-Day Money Back Guarantee will remain the same. Please see our full Terms of Sale here.

Is my order still going to be delivered? +

Our delivery partners continue to operate in impacted areas as local conditions and restrictions allow. The delivery partners are adhering to all regulations and guidelines from government authorities related to containment of COVID-19.

We are using our extensive logistics network to minimize service impacts and to continue providing our customers with the best possible service. Our logistics team will keep you updated if your order experiences any delay due to changes in the current situation.

Is there any impact on product supply? +

At this point, we do not anticipate any product supply problems in our warehouses. If you have questions about specific product availability, our customer support team will be happy to assist you.

Contact: customerservice@builddirect.com or call 1-877-631-2845

What happens if my floors are not delivered in time? +

While we don’t anticipate any delivery delays as of now, we request your understanding and patience considering ever changing situation. If your order gets impacted our logistics team will contact you to reschedule a new delivery appointment which works for you.

Where are your warehouses located? How have they responded to COVID-19? +

BuildDirect warehouses are located in Cranbury (New Jersey), Atlanta (Georgia), Bolingbrook (IL), and Carson (CA). Our warehouse providers have confirmed that they are following safe hygiene practices in their operations and ensuring compliance with their associates daily.

Will the current situation impact product pricing or the current sale? +

As of March 17, we are planning to continue our current Spring Flooring Sale promotion, and are not planning on implementing any price increases on our products.

Other questions? +

If you have additional questions or concerns that are not addressed above, please do email us at customerservice@builddirect.com