Answers to our most frequently asked questions are listed below, if you have a question which is not listed or answered below, please just contact us by clicking here. We endeavour to make your experience as simple as possible.
Answers to most of the questions are also explained within our tutorial videos. The videos explain different features within the portal, and how to utilise it – videos are located at; https://sbsonline.net/tutorial-videos
How do I register to the online portal?
As long as you are an existing SBS customer, you can register to view your account online. To do this, you must fill in an online access form – available here. Once received we will confirm your details and send a confirmation email on how to proceed.
I have forgotten my password?
You can simply request a password reset by clicking on the forgot password button/link, which will prompt you to enter your registered email address. You will then be sent an email with instructions. Please note, the reset email takes approximately 2 minutes to be received, resubmitting the password reset again within those 2 minutes will invalidate the original reset link.
I am unable to log into my account, who do I need to contact?
If you are having issues logging into your account, please contact online@sbs.co.uk
Can I turn a quote into an order?
For those with permissions on their account, all quotes saved on to your account will be viewable online. 'Active' quotes can be converted to an order by contacting the relevant branch which is highlighted within the PDF document. They currently cannot be converted to an order online.
Can I re-order a previous order online?
Yes, online ordering is now available (for those with permissions), if all items on your previous order are available online then a total re-order is possible. If you only want to order some of the products from a previous order, click the plus sign on the relevant order which expands all items line by line – user can then individually select the items they wish to purchase. If you order a certain item regularly, a better way is to add the item to your Wishlist, from here the saved items can be added straight to the online cart.
Items which are not on the portal (i.e. specials), re-order is not possible online. Our branches can process these items, or add them to your online order, after checkout.
Can I cancel my order placed online?
Providing it has not been dispatched or collected, you can cancel your order, contact the relevant dispatch branch as soon as possible or the online support team at online@sbs.co.uk
How quickly can I collect my C&C order?
If all items are stocked at collection branch, the order will be available within 60 minutes, within store opening hours. Stock location of items is viewable within the tabs bellow the product image. Items not stocked at required branch can take between 1-3 working days to source, therefore either remove these non-stocked items (if a quick turnaround is needed), or allow for a longer collection time. You will get email confirmation once your order is picked, ready for collection.
What if I don’t collect my C&C?
If you don’t collect your order on the within 1 week of your requested date, order will be automatically cancelled and items no longer reserved.
When will my online delivery order arrive?
The relevant despatch branch will work hard to meet your requested date. If they are unable to accommodate an SBS representative will be in touch to confirm exact delivery method (type of vehicle, courier...etc...) and timings. Should this not be adequate, and you wish to cancel, this can be actioned prior to dispatch.
Split and Full Deliveries / Collections?
Should all stock not be immediately available, customers can request (within the special instructions box) for a split or complete order.
My order was delayed even though items were stocked at dispatching branch?
On rare occasions there can be a delay to dispatch which can be account (over credit limit) or stock related (item not available), if this situation arises an SBS staff member will be in contact with you.
I can't see a product online I usually order through Smith Brothers?
Whilst we have made every effort to include our full product range online, specials and certain stock lines/sizes may not be available online. However, we may have missed certain products which don't fall into this category. Therefore, if you come across fittings, sizes, products...etc... that are frequently purchased items, please let us know by completing the form available on webpage here; https://sbsonline.net/new-product-stocking-request
With your help and support, we can develop the online service to provide and achieve excellence.
Do we ship overseas?
Unfortunately, at this moment in time, we are unable to ship internationally.
Delivery charges
By default, it is FOC, but certain products, locations and order sizes may be subject to a delivery charge. If a delivery charge is applicable this will be confirmed at order placement by your local branch.
Can I view POD's (proof of delivery)?
This information is seen within the delivery note screen if you have access to the online portal. Each delivery note document is viewable, when clicking 'VIEW' this will expand giving both the Delivery Note Document and POD Document. If it is unavailable or you have any issues viewing, contact the dispatching branch who can assist further.
Can I pay invoices online?
Yes (for those with permissions), users can individually select the invoices you are wishing to pay, which will adjust your amount accordingly. By clicking on the submit button, this will take you through to the payment screen. We accept all Visa and Mastercards, both debit and credit. Unfortunately, we do not accept Amex cards.
Can I return unwanted/faulty items?
Yes, unwanted items can be returned to your local branch within 28 days of delivery/collection, a restocking charge may apply. All returns are subject to our terms and conditions, which can be found clicking here.
Any faulty items, please contact the dispatching branch stated on the paperwork and they will process accordingly.
