FAQ's

I'm currently a Tenet customer or a part of the APi Group family; how do I sign up for an e-commerce account?

At the top right of the webpage, current customers can request access to e-commerce by filling out the "Contact Us" form. Once approved, an activation link will be sent to you via email. Please note your activation link is active for may take up to 24 hours to be completed. 

  • Click on “Sign In” on the top right-hand corner of any page 
  • Click on “Contact us" form
  • Fill out the form under “General" --I am a current customer and need online access
  • The registration will be sent to our E-Commerce Team for approval. An activation link will be sent to your email.  The activation link is active for 24 hours and will need to be resent if it's not activated in time. 
  • Activate your account and you are all set!

I have forgotten my password, how can I gain access again?

There is a “forgot your password” reset feature located right underneath the sign-in button.  It will guide you through the process to securely reset your password.  All passwords must be a minimum of 8 letters long and require at least one upper case letter, one lower case letter, one number, and one special character to be considered valid. 

How can I view my order history or reorder?

In the “My Account” dropdown, you can access all of your online and offline order history. You will see ALL orders you have placed with us – whether on e-commerce or not. From here, you can look at every order receipt with full detail of what was purchased. You can also use the “Select to Re-Order” button at the top of every previous or current order that will add the same or selected products directly to the cart without having to search for them again. 

  • Click on "My Account" on the top right-hand corner of any page 
  • Click “Order History” from the drop-down menu 
  • Click on an Order # to view the details of a specific order 
  • If shipping is available, a box will appear with tracking information. There could be one tracking number or multiple depending on order quantities and if everything ships at one time.
  • To re-order hit the “Reorder” button at the top of the page. When Items are in your cart, you can adjust quantities or shipping information. 

How will I find out about back-ordered products?

You will be contacted by our team if a product is currently back-ordered or you can contact us. 

How can I request a quote?

When shopping on our website there are certain products that don't display pricing, those items can be added to the cart and then click "Create a Quote" vs "Checkout"

  • Add items to cart (priced items and non-priced items)
  • Click “Create a Quote” from the cart page
  • Confirm your shipping location and add in any notes 
  • Click on the “Submit Quote Request” button at the bottom of the page when you’re finished 
  • A Sales Representative will contact you promptly with information about your request 
  • Another option could be that a Sales Representative proposes a quote to you. You will be notified by email in your inbox. You can edit the quantities, remove items to continue through the checkout process or deny the quote.

How do I upload items for Quick Order?

To quickly order product(s), click on our Quick Order link at the top of the webpage. This can be used by inputting keywords or part numbers with the desired quantity or uploading your order using our template

  • Click on “Quick Order" from the top header menu bar
  • Use one of the Quick Order options: Search by keyword/ products number or file upload
  • To upload a quote order click on "Upload an Order" and follow the instructions on the right column. You will notice our template is labeled as "Order Upload Template" 

Can I save my favorite products that I purchase frequently?

You can create specific Lists or use the Saved Cart feature for quick re-ordering. All product listings have these specific buttons for you to create quickly and easily. You can find these options within your “My Account” section. 

My Lists: 

  • Click on the “+ Add to List” button on any listing or product page 
  • To create a new favorites list, type a name in the box and hit enter 
  • To access “My Lists”, click on "My Account" on the top right-hand corner of any page 
  • Click on “My Lists” from the drop-down menu 
  • Click on a list to view the products 
  • To order products, just select the products you want and click the "Add to Cart” button 

Save Cart:

  • Click on the "Cart" button on the top of any page 
  • Click the “Save Order” button to save your entire cart 
  • To create a new saved cart, type a name in the box and hit enter 
  • To access your saved cart, click on "My Account" on the top right-hand corner of any page 
  • Click on “Saved Orders” from the drop-down menu 
  • Click on a cart to view the products 
  • To order products, just select the products you want and click the “Add to Cart” button 

I have reoccurring orders that I place weekly/monthly, can I set up reminders?

You can create specific Lists for re-ordering and set up how often you want to be reminded. Add products to this list and set up the frequency of how often you need to be reminded. The reminder will appear in your inbox. You can find these options within your “My Account” section. 

  • To access “MyLists”, click on "My Account" on the top right-hand corner of any page 
  • Click on “My Lists” from the drop-down menu 
  • Click on a list to view the products 
  • To set a reminder, click on 'Schedule Email Reminder" and enter a value in every field for the weekly or monthly recurrence. Select a day of the week or month you want to be reminded
  • Change the Start Date and End Date, if needed
  • There is also a note section to help with the reasoning behind the email reminders. 

Can I see up-to-date inventory on the website?

We do not publish actual quantities of inventory on the website however, you will see the status of "Stocked Item" for our stocked products, and "Manufacturer Drop Ship" for products that are special orders we do not normally carry at our local warehouses.  

Can I compare different products?

Yes, you can! Compare products from our listing pages by clicking on the checkbox to the left-hand side of the product preview and clicking “Compare Products” at the bottom of the page. On this page, you can view similar or different features as well as adding these products to your cart. 

  • Get to any product listing page by getting down to a subcategory 
  • For example: Products > Insulation > Fiberglass Insulation > Fiberglass Boards
  • Click on the “Compare” button at the bottom left of any product listed 
  • Do this for multiple products 
  • Click on the “Compare” button link at the top of the product listing page 
  • The comparison page will show you the attributes of each product 
  • From this page, you can highlight the similarities or differences, view product pages, and add products to your cart