FAQs

I. Trade / Non-Trade Accounts
  1. I have a Trade Account - can I still order online?

    Yes, of course. We can replicate your trade terms online. When you register online for the first time, simply enter your Westburne account number (located on your invoice). When you shop online thereafter, just login to see your trade terms.
  2. Can I apply for a Westburne Trade Account?

    You can apply for a Westburne Trade Account online. Alternatively, you can contact your nearest branch for information on becoming a Westburne Trade customer. To find details on a local branch, please use our branch locator.
  3. I want to place an order - can I phone it through?

    Yes, simply call our National Service Center at 1-866-585-3338 or any of our branches. To find details on a local branch please use our branch locator.
  4. Can I order without becoming a Westburne Trade Customer?

    Yes, you can. By quickly creating an online Credit Card account using the option 'No, I want to pay by Credit Card' under Register, you can order online without going through the application process.

II. Ordering and other website services
  1. How do I create a Fast Order?

    There are three simple steps to fast ordering:
    1. Browse the online catalogue.
    2. Enter the item numbers and quantities of the products you wish to order into the Fast Order form.
    3. Click 'Add to basket' to go to your basket and proceed to checkout.
  2. I've forgotten my password, what do I do?

    Don't worry; we can email you a new one. Just click on 'Forgotten your password' link, type your user name and email address in the required box and hit 'send'. A new password will be randomly generated and emailed to you along with your matching username. The next time you login, you can change your password on your 'My Account' page.
    If you are still experiencing problems please contact us directly using the contact us form.
  3. How do I get technical help with a product?

    If you are requiring technical help, please contact the National Service Center at 1-866-585-3338 or any of our branches, they will be happy to assist you. To find your local branch, please use our branch locator.

III. Managing your account
  1. Can I obtain a copy of my invoice/receipt?

    Yes you can. Click on 'My Account' from any page on the website and select the Invoice tab. You may search invoice history to find the invoice you are looking for. Once the correct invoice is found, click on the PDF icon to the right and print
  2. How do I change my contact details?

    Please click on 'My Account' from any page on the site, once logged in you can change your details on the 'My Details' tab.
  3. How do I change my password?

    Click on 'My Account' from any page on the site. You are able to change your password once logged into your 'My Details' tab.
  4. How do I change my email address?

    If you wish to change your email address, this can be done in the 'My Account' area of the site under the 'My Details' tab.
    Once your email address has been changed you will receive a confirmation email to your new email address and your original email address. This is to protect your security in the event of fraudulent behaviour.

IV. Job Lists
  1. What is a Job List?

    A Job List is a list of products you can create and save online. A list could be a frequently ordered group of products that you often need or expect to re-order in the future, or a list of products you require for a particular job or project.
  2. How do I create or add a Job List?

    You can create Job Lists in a number of useful places across the site, such as from your current shopping basket, or from previous orders listed in your 'order history', 'order details' or 'order confirmation' page.
    You can also make a list by adding products to your basket as if you were creating an order. In the basket click 'Save to Job List' and give it a name you will be able to easily recognize it by.
    Another way to add an individual item to a Job List is from the product details page. When you select the 'Add to Job List' option on the product page, you can either select a current list to add to or create a new one.
  3. How do I order from a Job List?

    To view your Job List, click on 'My Account' from any page. Within 'My Account', click on the 'My Job Lists' tab to show all the lists you have created.
    You can add an entire Job List to your basket, or order selected items from a list. Then, either continue shopping or proceed to your basket and checkout in the normal way.

V. Ordering / availability / stock
  1. Why haven't I received email confirmation of my order?

    All orders are followed by an email confirmation almost immediately. If you do not receive confirmation within 2 hours of placing your order, please contact the National Support Center at 1-866-585-3338, or you may contact your local branch. To find your local branch, please use our branch locator.
  2. Why can't I find the product I'm looking for?

    Our website only holds a selection of the products we are able to source and supply, if something you are looking for doesn't appear on our site, it doesn't mean we are unable to locate the stock for you. If you are still experiencing problems, please contact the National Support Center at 1-866-585-3338. Alternatively, you may contact your local branch. To find your local branch, please use our branch locator.
  3. Large orders

    If you are planning a large project please contact your sales representative who will look at a competitive quote for you. You may also contact one of our branches for assistance. Please use our branch locator to find a branch.

VI. Mixed content with Internet Explorer
To ensure that our site is secure, we have enabled our sites to be secure with a SSL certificate. By default, most versions of Internet Explorer when mixed content is displayed a prompt window appears for the user to agree to show both content. To disable this prompting and allow mixed content by default please perform the following steps in Internet Explorer.
  1. In Internet Explorer, go to Tools, Internet Options, click the Security tab; make sure that in "Select a zone..."  window that Internet is selected.
  2. Click Custom Level and scroll down about half way to 'Display mixed content' in the 'Miscellaneous' section.
  3. Change it from 'Prompt' to 'Enable'.
  4. Click OK, Yes, and OK. The change should take effect immediately.
If you continue to have issues, please contact your sales rep for assistance.

Westburne is a Division of Rexel Canada Electrical Inc.
Copyright © 2014 Rexel Canada Electrical Inc. A Rexel Group Company