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FREQUENTLY ASKED QUESTIONS
Getting Started with the Benjamin Moore National Accounts Partnership Program
What is the Benjamin Moore National Accounts Partnership Program?
What businesses can apply to become a National Accounts Partner?
I’m already enrolled in the National Accounts Partnership Program. Do I need to re-register?
How do I become an Account Administrator?
What is the difference between a Cash and Credit Account?
What if I have other questions about Benjamin Moore products or the National Accounts Partnership Program?
Placing Orders and Check-Out
What if I cannot find a colour?
Can you help select the right paint product?
How do I order colour materials, such as fan decks or draw downs?
Can I merge shopping carts?
Who can help me with pricing?
What is an eco fee?
How do I reorder a product I purchase frequently?
How do I apply a Sales Deal to my order?
How do I order Canadian products?
Can I place a rush order?
How do I assign a preferred Benjamin Moore retailer for my account or for my order?
Will my preferred Benjamin Moore retailer fulfill my order?
Can someone other than me pick up my order?
Can I place a National Account order at a Benjamin Moore retailer location?
How do I get my User PIN?
My order hasn’t been billed. What should I do?
Who can I speak to about my account being blocked?
Orders Placed and Invoices
How do I change or cancel my order?
My order has not arrived. What should I do?
How do I return products?
Can I see orders that were not placed by me?
I have a Credit Line account. How do I pay my invoices?
Why is there no Purchase Order (PO) Number on my invoice?
Who do I contact with an issue, dispute, or question about my invoice?
My Profile and Account Management
How do I change my Personal Details?
How do I get added onto another Sold To?
How do I set my default bill-to?
How do I switch my Cash Account to a Credit Line account?
How do I request a line of credit increase?
Privacy
How do you protect my privacy, including my financial information?
Getting Started with the Benjamin Moore National Accounts Program
What is the Benjamin Moore National Accounts Partnership Program?
The Benjamin Moore National Accounts Partnership Program makes it easier to buy and manage paint, colour and coatings. The program offers online access to all Benjamin Moore products at consistent, negotiated pricing. It also provides project management from planning through completion. Aimed to help you reduce the total cost of ownership of any painting project, the National Accounts Partnership Program combines tailored service with online efficiency.Benefits include:
- Centralized billing
- Streamlined purchasing
- Negotiated, consistent pricing
- User and order management
- Personalized support, including a dedicated project management team, on-demand customer service, and support from local field reps
- Colour consultation, matching and customization
- One-stop-shopping for all Benjamin Moore premium brands including industry leading SCUFF-X®
- Commercial & industrial products including Coronado®, INSL-X® & Corotech®
- Low and zero VOC® products for LEED® Certification, MPI-compliant products and other accreditations
- Thousands of fulfillment centres, nationwide
What businesses can apply to become a National Accounts Partner?
Any company that needs to buy paint and coatings (not for resale) and that would benefit from consistent pricing and centralized billing is a candidate to apply. If you have any questions, please call 877-623-8484, Option #3, or Contact Us.
I’m already enrolled in the National Accounts Partnership Program. Do I need to re-register?
If your business is already enrolled with the National Accounts Partnership Program, you can log in with the email associated with your existing account.If you are not sure what your credentials are, or have issues logging in to your existing account, please reach out to your business’s Account Administrator, or please call 877-623-8484, Option #3, or Contact Us.
How do I become an Account Administrator?
During the National Accounts Partnership Program application, you must identify a Primary Account Administrator. The Primary Account Administrator will receive an email to set up the account once your application is approved.If you have an existing account and would like to become an Account Administrator, reach out to an existing Account Administrator of the account you’d like to join. If you do not know who that is, please call 877-623-8484, Option #3, or Contact Us.
You do not need to be the business owner to become an Account Administrator, and there is no limit on the number of Administrators per account.
What is the difference between a Cash and Credit Account?
With a Cash account, you’ll pay for purchases at the time of order using a credit card. With a Credit (house) account you have access to a credit line and credit terms; you may pay your account using whatever method you choose: credit card, cheque or wire.If you’ve initially applied for a cash account and would like to switch or apply for a Credit (house) account, please contact 877-623-8484, Option #3, or Contact Us.
What if I have other questions about Benjamin Moore products or the National Accounts Partnership Program?
For more information, visit our Benjamin Moore FAQ or call 877-623-8484 for product information, select Option #2; for questions regarding the National Accounts Partnership Program, select Option #3 or email us at napp@benjaminmoore.com.
Placing Orders and Check-Out
What if I cannot find a colour?
If you need a color that’s not included in the colour library, please contact 877-623-8484, Option #1 or Contact Us.
Can you help select the right paint product?
For questions regarding paint products and colours, please contact 877-623-8484, Option #2 or Contact Us.
How do I order colour materials, such as fan decks or draw downs?
For colour tools, fan decks, merchandise, and colour material, please order through Archway.For draw downs, please contact 877-623-8484 Option #3 or Contact Us.
Can I merge shopping carts?
Due to billing processes, you cannot combine carts. Orders may only be placed from one catalogue at a time.
Who can help me with pricing?
For details on pricing, please contact 877-623-8484, Option #3 or Contact Us.
What is an eco fee?
Eco fees, or environmental handling fees, are used to finance the recovery or recycling of regulated products at the end of their life cycle. Associated Eco fees are calculated during check-out.
How do I reorder a product I purchase frequently?
To keep a frequently ordered product accessible, add it to My Favourites. If you want to re-purchase an entire order, it can be reordered directly from your Order History.
How do I apply a Sales Deal to my order?
Sales Deal codes are generated for large commercial contracts. Enter your project-specific Sales Deal number during check-out to determine if that order is eligible for a discount. To determine if your large commercial contract qualifies, contact 877-623-8484, Option #3, or Contact Us.
How do I order Canadian products?
We do not trans-ship. Canadian market products are shipped only within Canada. If you are a U.S. customer and need to order Canadian market products, you will need a Canadian Account with a Canadian shipping address. If you have questions, contact 877-623-8484, Option #3, or Contact Us.
Can I place a rush order?
You can request "date needed" during check-out, including same-day pickup orders for eligible products. We cannot guarantee retailers will approve fulfillment within the specified time. If there is an issue with your delivery date, our customer service team will contact you directly.
How do I assign a preferred Benjamin Moore retailer for my account or for my order?
Under My Profile, you can choose a preferred Benjamin Moore retailer. Please note that even though your retailer options will be pre-populated with your preferred retailer, you can still change your preferred Benjamin Moore retailer every time you place an order.
Will my preferred Benjamin Moore retailer fulfill my order?
We will try to use your preferred Benjamin Moore retailer. However, based on product availability and other circumstances, we cannot guarantee that your preferred retailer will fulfill your order. If not, we will work with another nearby retailer.
Can someone other than me pick up my order?
If someone other than you is picking up your order, you will need to provide your email order confirmation and a form of ID to present to the retailer.
Can I place a National Account order at a Benjamin Moore retailer location?
Yes, retailers can place walk-in orders on your behalf. You will need to give the retailer your Sold To number, email and User PIN to verify access to your account.
How do I get my User PIN?
You will receive your four-digit User PIN in the new User Account Registration email. You can also find your PIN under My Profile, within Personal Details.From the Personal Details page, you can easily reset your User PIN at any time.
My order hasn’t been billed. What should I do?
The billing and invoicing process will begin once your order is fulfilled. You can check your Order Status under Order History within My Profile. For questions regarding the status of a specific order, please contact 877-623-8484, Option #3, o Contact Us.
Who can I speak to about my account being blocked?
If your account has been blocked, please call 877-623-8484, Option #3, or Contact Us to resolve the matter.Orders Placed and Invoices
How do I change or cancel my order?
Once an order has been placed, we cannot guarantee that your order can be modified or cancelled. If you need to add additional product, a new order must be placed. Please note that custom made/special tint products are final sale. If you need to change or cancel an order, please call 877-623-8484, Option #1.If you need to return an order, please see our Return Policy for more details.
