PRO Trade FAQ's

1. What types of professionals can join the PRO Trade program?

• Answer: The PRO Trade program is open to a wide range of professionals including designers, architects, contractors, plumbers, remodelers, builders, electricians, interior designers, lighting specialists, and anyone working in the home improvement industry.

2. How long does it take for my PRO membership to be approved?

• Answer: Typically, your PRO Trade membership will be approved within 5-10 minutes during normal business hours, but no longer than 24-48 ho8urs business days. You’ll receive an email notification once your account has been approved and you can start enjoying your benefits.

3. Can I update my PRO Trade account information after signing up?

• Answer: Yes, you can easily update your account information at any time by logging into your PRO Trade account. If you need assistance with any changes, feel free to reach out to our support team.

4. Can I use my PRO Trade membership for personal purchases?

• Answer: Our PRO Trade program is intended for professional use only. It’s designed to help industry professionals access discounted pricing for business-related purchases. Personal use may not be eligible for the same discounts.

5. How do I apply the PRO discount to my orders?

• Answer: Once your PRO account is approved, your discount will be automatically applied to eligible products when you shop online or place an order. If you’re shopping through an authorized dealer or showroom, simply provide your PRO account details to receive the discount.

6. What if I forget my PRO Trade account password?

• Answer: If you forget your password, simply click the "Forgot Password" link on the login page, and we’ll send a password reset email to the address associated with your account. Follow the instructions in the email to reset your password and regain access.

7. Can I access my PRO Trade benefits from mobile devices?

• Answer: Yes, your PRO Trade account is accessible from any mobile device. You can log in through your mobile browser to shop, access your order history, and manage your account while on the go.

8. What if I encounter an issue with an order?

• Answer: If you encounter an issue with your order, such as incorrect items or delivery problems, please contact our customer service team immediately. They will assist you in resolving the issue quickly. You can also initiate returns or exchanges directly through your account.

9. Are there any seasonal promotions for PRO members?

• Answer: Yes, we offer exclusive seasonal promotions and sales for PRO members such as Black Friday, Cyber Monday, Labor Day, Memorial Day, etc. Be sure to sign up for our email newsletter and regularly check your PRO account for updates on upcoming promotions, discounts, and product launches.

10. How can I cancel or modify an order I placed?

• Answer: If you need to cancel or modify an order, please contact our your PRO Account manager as soon as possible. Orders can only be modified or canceled before they have shipped. After shipment, please follow our return policy to handle any changes.

11. Do you offer product warranties for PRO members?

• Answer: Yes, all of our products come with warranties. As a PRO member, you’ll have access to extended warranty options, depending on the product. Details on specific product warranties can be found on the product pages or by contacting our customer support.

12. Can I share my PRO Trade account with my colleagues or subcontractors?

• Answer: Yes, you can invite colleagues or subcontractors to shop using your PRO Trade account. However, the primary account holder is responsible for managing the account and any associated orders.

13. What are the payment options available for PRO Trade orders?

• Answer: PRO Trade members can pay using a variety of payment methods, including credit cards, bank wire transfer, or financing options depending on your order volume. For larger projects, we may offer payment terms; please contact us for more details.

14. How do I request a product quote for a large project?

• Answer: For large projects, you can request a personalized quote by reaching out to your dedicated PRO account manager. They will work with you to provide a detailed quote based on your specific needs, quantities, and project requirements.

15. Can I use my PRO membership at physical stores or showrooms?

• Answer: No, your PRO membership is only valid on KingstonBrass.com. 

16. What is the return policy for PRO members?

• Answer: PRO members have an extended return period for products. You can return most items within 30 days of purchase, and in some cases, returns can be accepted up to 60 days. Please check our return policy page for full details on exceptions and the process or with your PRO Account Manager

17. How can I get a copy of my invoice for tax purposes?

• Answer: You can access and download your invoices directly from your PRO account. Simply log in, go to your order history, and download any invoices you need for tax purposes.

18. Do you provide product installation services for PRO members?

• Answer: We currently do not offer installation services directly. However, we can connect you with trusted installers in your area through our network, or you can work with your preferred contractors.

19. What are the requirements for becoming a PRO member?

• Answer: To join our PRO Trade program, you need to be a registered business or professional in the home improvement industry. You’ll need to provide proof of your business status during the signup process, such as a tax ID or business license.

20. Can I get design or technical support for my project?

• Answer: Yes! PRO members have access to free design resources, including CAD files, product specifications, and expert technical support for both plumbing and lighting products. If you need assistance, just contact your account manager or our customer support team.

21. Do I need to provide proof of business or credentials to join the PRO Trade program?

• Answer: Yes, to ensure that only professionals in the home improvement industry benefit from the PRO Trade program, we require proof of business. This may include a valid business license, tax ID, or other industry-related credentials. Once your information is verified, you'll have full access to all PRO member benefits.

22. What is the difference between the PRO Trade program and regular consumer shopping?

• Answer: The PRO Trade program offers significant benefits that are not available to regular consumers, such as exclusive pricing, bulk order discounts, early access to new products, and a dedicated account manager. These advantages are designed to support professionals in the home improvement industry by helping them save on purchases and gain access to tailored services that are relevant to their business needs.

23. Can I use my PRO Trade membership for any product in your catalog?

• Answer: Yes! Your PRO membership provides access to our entire catalog of faucets, fixtures, and other plumbing and lighting products. However, some specialty or custom items may be excluded from discounts, but our team will notify you if that’s the case for any specific product.

24. What should I do if I need a specific product or custom design that’s not listed on the website?

• Answer: If you can’t find what you need on our website, don't hesitate to reach out to your PRO account manager. Kingston Brass can often assist with custom orders or special requests, ensuring you have access to the right products for your project needs.

25. Is there a limit to the number of orders I can place using my PRO membership?

• Answer: There is no limit to the number of orders you can place with your PRO membership. Whether you're making a large order for a commercial project or small orders for individual jobs, you can use your membership as often as needed to access discounted pricing.

26. How does Kingston Brass ensure the quality of its products for professional use?

• Answer: Kingston Brass is committed to providing high-quality products that meet professional standards. Our products are made from durable materials such as high quality brass and are rigorously tested for performance and longevity. We offer a variety of designs that cater to both high-end residential and commercial projects, and our customer support team is always available to assist you with product specifications and compatibility.

27. Can I apply the PRO discount to products purchased from showrooms or dealers?

• Answer: No, your PRO membership benefits are only valid on KingstonBrass.com.

28. What happens if I no longer qualify as a professional for the PRO program?

• Answer: If your professional status changes and you no longer qualify for the PRO program, we will notify you of your account status. At that time, you may lose access to PRO benefits, but we can assist in transitioning your account to a standard customer account if needed. We want to ensure our program remains valuable and exclusive to industry professionals.

29. How do I track my orders and shipments as a PRO member?

• Answer: As a PRO member, you can track your orders through your online account. Once your order is processed, you'll receive tracking information via email, and you can also check your order status directly from your account dashboard. You’ll be able to monitor the progress and expected delivery dates for all your purchases.

30. How does Kingston Brass support ongoing education or training for PROs?

• Answer: Kingston Brass is committed to supporting professionals in their continued success. We provide educational resources, such as product catalogs, technical specifications, and installation guides, to ensure you are well-informed about our products. Additionally, we occasionally offer webinars and training sessions to help you stay ahead of trends and improve your product knowledge.

31. Can I earn additional rewards or incentives as a PRO member?

• Answer: Currently, the primary benefits for PRO members include exclusive discounts, early product access, and personalized support. While there are no formal rewards programs at this time, we are always looking to enhance the value of our PRO Trade program. Stay tuned for potential promotions and future offers that may reward your continued business.

32. How do I get help if I have technical or product-related questions?

• Answer: As a PRO member, you have access to dedicated customer support for all technical and product-related inquiries. You can reach out to your account manager or our customer service team directly via phone or email for any questions about product installation, specifications, or troubleshooting.

33. Can I use my PRO membership on custom orders or large-scale projects?

• Answer: Yes, you can use your PRO membership for custom orders and large-scale projects. Whether you're outfitting a luxury residential home or a commercial property, your membership will provide access to exclusive pricing. For larger projects, we recommend working directly with your account manager to ensure you get the best pricing and support.

34. How do I update my shipping or billing address in my PRO account?

• Answer: You can easily update your shipping or billing information by logging into your PRO account. If you encounter any issues or need assistance, feel free to contact customer support, and we will help you make any necessary changes.