ACCOUNT HELP

  • Becoming a Customer

    • How can I become a Trivantage customer and set up a Trivantage.com account?

      • Existing Customers: If you are already a Trivantage customer, but need online access to Trivantage.com, contact a Customer Service Representative via Chat or call 1-800-786-1876, Monday through Friday, 8:00am - 7:30pm ET. They will help you set up a username and password for purchasing on Trivantage.com

      • New Customers: If you do not currently have a Trivantage account, you may complete our New Customer Sign Up form. After submitting the form, one of our Inside Sales Representatives will contact you by the end of the next business day to complete the process. They will also help you set up a username and password for purchasing on Trivantage.com. To ensure the best possible service, please have your Tax ID information ready to email or fax to our Inside Sales team and a credit card.

  • Signing In

    • I have forgotten or lost my password. How do I receive a new one?

      • Go to the sign in page. If you have forgotten or do not have your password, select “Forgot your password?” and enter your email address. A temporary password will be emailed to you. If you do not receive your temporary password within 10 minutes, please check your spam folder. If you find the email in your spam folder you will need to add the email address, service@trivantage.com, to your safe sender list in order to receive future email from Trivantage.com. If we do not have a record of your account, use Chat, call us at 1-800-786-1876, Monday through Friday, 8:00am - 7:30pm ET, or visit our contact form.

    • What information is saved when I sign in and check the "Remember Me" box?

      • To protect our customers' security, only the User ID is saved and remembered during future visits. We will not store your password. You will need to check the "Remember Me" box in each browser on each device or computer you want your User ID remembered. If you would like to save your password for future visits, you may choose that option through your preferred browser. In that situation, your password is saved directly in your browser.

    • How do I sign in for the first time?

      • Use the temporary password that was sent to you for your first log in. If you do not have your temporary password, visit our sign in page, select “Forgot your password?” and enter your email address. You will receive a new temporary password. If we do not have a record of your account or you have trouble getting into your account, use Chat, call us at 1-800-786-1876, Monday through Friday, 8:00am - 7:30pm ET, or visit our contact form.

    • Why can't I see pricing for items?

      • In order to see pricing for items on Trivantage.com, you must have an account with Trivantage, as well as a valid username and password. If you have an account with Trivantage, but cannot sign in, click here. If you do not have an account with Trivantage, click here.

  • View and Change Account Information

    • How can I view my account information?

    • How can I change my account information?

      • To make changes to any of your account details, please contact Customer Service via Chat or call 1-800-786-1876, Monday through Friday, 8:00am – 7:30pm ET. To change your password, visit your Account Details page.

    • How can I change my password?

  • New Trivantage.com

    • Where can I find more information on the features of the new Trivantage.com?

      • Click here to see more about our improvements and new features.

  • Product Listing Page

    • How can I filter the items on a product listing page?

      • The left-hand side on many Product Listing Pages (for example, all Fabric or Awning Fabric) contains options to help narrow down product choices, including brand, color, pattern type, and more. In the "Filter by" menu, simply select the filter (for example, "Blues" or "Stripes") you would like. Not sure what color or pattern? You can choose multiple options to see all available items. To remove a filter, simply click the 'X' next to a filter name at the top of the box. Select "Clear All" to remove all filters selected.

  • Search

    • How do I search for an item?

      • Use the search box at the top-right of any page to type in a word or item number related to the product you are attempting to find. If you want to look in a specific department, select it from the drop-down menu next to the search box.

    • How can I narrow down my search results?

      • Once you receive your search results, use the filtering options on the left-hand bar to narrow down by brand, color, pattern type, or fabric width, the same as you can on a Product Listing Page.

  • Product Status

    • How do I determine if the product I want is in stock?

      • On a product’s page, enter the quantity you wish to check in the ‘QTY’ box. After entering a number, click the ‘Check Warehouse Inventory’ button below the ‘QTY’ box. Our system will inform you of shipping availability and whether the product is available for pick up in your nearest branch.

  • Placing an Order

    • How do I place an online order?

      • First, add a product to your Cart by entering the quantity in the ‘QTY’ box and clicking the button “+ ADD TO CART.” A box containing a “Go to Current Order” button will appear at the top-right of your screen; press the button to proceed to your Cart. You may also access your Cart on any page by selecting the picture at the top-right of any page and clicking ‘Go to Current Order.’

      • In your Cart, select ‘Proceed to Shipping and Billing’ near the bottom of the page. After entering your shipping and billing information, select ‘Proceed to Order Summary.’ For help regarding shipping and billing information, click here. Finally, confirm all information is correct and select ‘Place Your Order.’ You will be taken to the Order Confirmation page, which includes your order number. You will also receive an email confirmation regarding your order.

    • How do I place a phone order?

      • Our customer service representatives are happy to help you over the phone. You may call in orders to 1-800-786-1876 Monday through Friday, 8:00 am – 7:30 pm ET.

  • Comparing Products

    • How do I compare products?

      • On a category or search results page, click the ‘Select to Compare’ box above any product image. After selecting another product to compare, a box will pop up above the selected products. Click the ‘Select to Compare’ button above any of the products you’ve selected and you will be redirected to the Product Comparison page. You may compare up to four products at one time. To remove a product, click ‘Remove’ or ‘X’ above the product on the Product Comparison page.

  • Contact Us

    • I have a question; how can I get in touch?

      • We are happy to help. Use Chat, our contact form, or call us at 1-800-786-1876, Monday through Friday, 8:00am - 7:30pm ET.

    • Live Chat

      • Getting help on Trivantage.com is easy. You can chat live with one of our Customer Service Representatives by clicking on the green ‘Chat with us!’ box on the bottom of any page. Just type in your question and press enter to begin chatting. Chat is available Monday through Friday, 8:00 am – 7:30 pm ET.


         

REQUISITION LISTS

  • What are requisition lists?

    • Requisition Lists are a great way to keep track of what you need to replenish inventory for specific projects or jobs and quickly re-order the items you use every day.

  • How do I create a requisition list?

    • Go to the Requisition List link at the top of any page on the site. To create a list, click on the Create List button. Type a Name for your list and then select the Type. You may then enter the Item Number and Quantity to add items.

    • By default, lists are “Private,” meaning they can only be accessed under your User ID. If you have more than one co-worker accessing your account (with more than one User ID), you may want to consider creating “Shared” lists. These lists may be accessed among multiple co-workers.

  • Can I create more than one list?

    • You can create multiple lists and name and organize them to accommodate the way you work. One way might be to create lists for awning fabrics, shade sail fabrics, awning hardware and so on. Another could be to create lists by projects.

  • How do I duplicate or remove requisition lists?

    • On the Requisition List page, select the Action button next to the list you want to duplicate or remove. Select the appropriate option from the drop-down menu.

  • How do I add items to my requisition list?

    • Once your list is created, you can easily add items to your requisition list. This can be accomplished by several methods:

      • You can enter an Item Number and Quantity immediately after creating the list.

      • Select the Action button on the Requisition Listpage, then “Add to current order” on the drop-down menu. Enter the Item Number and Quantity.

      • On any product’s page, click the “Add to New Requisition List” or “Add to Current Requisition List” button below the “Add to Cart” button.

      • In your cart, select “Add to Requisition List” under any product.

  • How do I remove items from my requisition list?

    • Select the list you wish to edit on the Requisition List page. Then, select the Action button next to time you wish to remove and “Remove item” from the drop-down menu.

  • How do I place an order from my requisition list?

    • To add an entire requisition list to an order, select the Action button on the Requisition List page next to the appropriate list. Select “Add to current order” from the drop-down menu.

    • To add certain items from a requisition list, check the box next to each item you want to order and click the “Add Selected Items to Cart” button. All items checked will automatically move to your shopping cart and you may complete the checkout process from that point.


       

ORDERING INFORMATION

  • Quick Order

    • What is a Quick Order?

      • Quick Order is the easiest way to order items you purchase often. Simply enter the Item Number and quantity desired in the form provided on the Quick Order page. You can add these items to your cart, to a new requisition list, or an existing requisition list. You can continue shopping to add additional items to your order.

  • Email Confirmations

    • Why did I not receive an email confirmation for my order?

      • Trivantage will send you an email confirmation as soon as your order is placed. After your order ships, we will send an additional email with shipment details and tracking information when available.

      • If you do not receive an email confirmation from Trivantage, please check your spam folder. If the confirmations are in your spam folder, you will need to add service@trivantage.com to your safe senders list (ie Microsoft Outlook). Check with your email provider for details on how to add service@trivantage.com as an accepted email address.

      • If you need additional assistance receiving email confirmations from Trivantage, use Chat, call us at 1-800-786-1876, Monday through Friday, 8:00am - 7:30pm ET, or visit our contact form.

  • Order History

    • How can I search through my order history?

      • Visit the Order History page in your account. To search for a past order, enter an Item Name, Item Number, Order Number, or PO Number in the "Order History - Search" box. You can customize the date range you search for in the "From" and "To" boxes. Click the 'Search' button to complete your search; previous orders that match your search will now display in the "My Order History" box.

  • Backorders

    • Can someone check to see if there is a smaller quantity available to ship now, and I can receive the rest later?

      • Yes, get in touch with us via Chat or call us at 1-800-786-1876, Monday through Friday, 8:00 am to 7:30 pm ET.

  • Paperless Invoice

    • How can I sign up for paperless invoices?

      • You can sign up for paperless invoices by contacting us via Chat or calling us at 1-800-786-1876, Monday through Friday, 8:00 am to 7:30 pm ET.

  • Security and Payments

    • What forms of payment are accepted for online purchases?

      • Trivantage accepts Visa, MasterCard, and American Express credit cards, as well as to Buy on Account or Pay at Branch. Credit card information is kept on file for future orders. Simply select your card type from the “Billing Method” drop-down menu on the Shipping & Billing screen during checkout.

    • How do I order for the first time with a new credit card?

      • On the Shipping & Billing screen, select your card type from the “Billing Method” drop-down menu under “Billing Information.” Select the “Pay with a new [Card Type]” radio button and fill in the form. Your credit card details will be saved to your account for easy checkout during future purchases.


         

SHIPPING INFORMATION

  • How will updated UPS shipping rates affect my Trivantage orders?

    • We would like to let our valued Trivantage partners know about an upcoming increase in shipping rates. UPS and other major freight carriers have announced a $10.50 surcharge added to packages 48" length and greater, effective June 6, 2016. This will likely affect any fabric over 45" wide. However, Trivantage will not pass this additional charge along to you until August 15, 2016.  We hope this delay will allow you time to plan any changes to future orders. For more information, please see UPS's official statement.

  • How can I view shipping charges?

    • You can review and select shipping options and charges on the “Shipping & Billing” page under the “Shipping Method” drop-down menu during checkout. You will be able to view the charge for each shipping option before submitting payment.

  • How do I add a new shipping address?

    • On the “Shipping & Billing” page, select “Add New Shipping Address” in the “Shipping Address” section at the top-left of the page. You will be redirected to the “Add a New Shipping Address” form on a new page. Fill in the form and hit the ‘Submit’ button; your new shipping address will save to your account for future orders. If you have more than one shipping address, you can select the one you need for your order from the “Shipping Address” drop-down menu.

  • What if I have more than one shipping address?

    • You may add more than one shipping address. Simply select “Add New Shipping Address” in the “Shipping Address” section at the top-left of the page. Fill in the form and submit; your new shipping address will save to your account for future orders.

  • How can I track my order?

    • Tracking your order from Trivantage.com is easy. After your order ships, you will receive an email with shipping details and tracking information if available.

    • If you need assistance receiving email confirmations from Trivantage, use our Chat, call us at 1-800-786-1876, Monday through Friday, 8:00am - 7:30pm ET, or visit our contact form.

  • What is Trivantage’s return policy?

    • Most returns are honored up to 60 days from the invoice date. See our Terms of Sale for more information regarding our return policy.


       

TRIVANTAGE.COM EMAILS

  • How do I sign up to receive emails from Trivantage?

    • Our personalized email communications are a great way to find out about new products, as well as special promotions and discounts. To sign up, simply visit our email signup page and fill out the form, then hit the ‘Submit’ button.