Frequently Asked Questions

These FAQs are based on the most common questions we get from our wholesaler partners. If you are an installer you may find some of the “Products and Advice” and “General” questions helpful. If you cannot find the answer to your question here, please contact us and we will be happy to help.

Question topics:

FAQ-Main

Products & Advice

How do I check if an item is in stock?

To enquire about stock levels for any of our products, please call us on (248) 374-3100.

How do I find a part number?

Simply browse or search for the product you require and you will find part numbers on the individual product pages. Part numbers can also be found in the online product catalog. Click here to view our product catalog.

How do I find the dimensions of a particular product?

Enter the part number (if known) into the search bar on our website, or browse the online product section to find the product you need. Each individual product page will contain the article dimensions.

How do I find the load capacity of a particular product?

Enter the part number (if known) into the search bar on our website, or browse the online product section to find the product you need. Each product page will list the load capacity of the product (if relevant). If you need further assistance please contact us.

How do I find technical documentation about your products?

All relevant technical documentation for products is available on each individual product page. Alternatively, you can search our online downloads section.

I need to find your equivalent to a competitor’s part number, what should I do?

Please call our Internal Sales Team on (248) 374-3100 and they can find our alternative product.

Ordering

I am a wholesaler, how do I place an order?

Simply email your order to: [email protected] or fax them to: (248) 374-3232.
(Unfortunately, we cannot take orders over the phone).

I have received my order and something is wrong, what should I do?

Please contact our Customer Services Department by calling (248) 374-3100 or emailing [email protected].

How can I check my order progress?

Please contact our Internal Sales Team at (248) 374-3100 or email them at [email protected]. We will gladly provide you with the most current order information.

Can I cancel my order?

This is dependent on when the order was placed and the stage it is at in the order process. Please contact the Internal Sales Team at (248) 374-3100 for assistance.

Can I make changes to my order?

This is dependent on the stage of the order within the order process. Please contact Internal Sales Team for assistance, (248) 374-3100.

How long will my order take to arrive?

If the item is a stocked product and the order is placed by 12 noon, your item(s) will ship the same day. Any order placed after 12 noon, and is a stocked item(s), it will be shipped on the next business day. If there is an issue with your order, a member of our Customer Service Team will contact you. Depending on the shipping method used, orders can take anywhere from 2-10 days to arrive at your location. Please feel free to contact us to request tracking and shipping information. Made to order/special items will be quoted on an individual basis.

Delivery

How do I get proof of delivery?

Please contact our Customer Services Department via email at: [email protected] or call the Internal Sales Team at (248) 374-3100.

Can I pick up my order?

Yes, this is possible. Please discuss this with the Internal Sales Team and inform them of an estimated time of arrival to ensure the order is ready to be picked up.

Do you deliver to job sites?

Yes. We will do whatever it takes to get your parts to where they need to be.

What is your return and restocking policy?

Goods can be returned within one year from date of purchase. Items must not be faulty and/or damaged and must be returned in full box/bag quantities. Items must be returned in salable condition. All returns are subject to Walraven inspection and acceptance. Proof of purchase is required for all returns. Return freight expenses are the responsibility of the Purchaser.

You will need to request a RGA number from our Customer Services Department.

Contact us at [email protected] or (248) 374-3100.

Pricing and Payment

Can I pay by credit card?

Yes, but we encourage you to set up an account for which payments are accepted on terms agreed by us.

What is my discount?

Please contact the Internal Sales Team or your Regional Sales Manager who will be happy to assist you.

Can I get the price for a particular product?

Prices are not available online. Please contact the Internal Sales Team on (248) 374-3100 and they will be happy to answer any pricing questions you may have.

How can I get a copy of my invoice?

Contact us with your Walraven sales order number or your PO number and we can email you a copy of your invoice.

General

How do I contact the Internal Sales Team?

Telephone: (248) 374-3100
Fax: (248) 374-3232
Email: [email protected]

All other contact details can be found on our website.

Who is my area sales representative?

A list of Regional Sales Representatives, by state, can be found on the “Where to Buy” page of our website. If you require further assistance, please contact the Internal Sales Team.

How do I file a complaint?

If you have a complaint, please contact our Customer Services Department via email,  [email protected] or call (248) 374-3100. We will do our best to make things right.

What are your hours of operation?

Monday – Friday: 8.00 AM – 5:00 PM
Saturday and Sunday: Closed

I am an installer, where can I buy Walraven products?

We sell exclusively through electrical and plumbing distributors. To locate your nearest distributor, please visit the “Where to Buy” page on our website or simply call us at (248) 374-3100.

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