Frequently Asked Questions
the Market
Q. What is the Market?
A. the Market is a searchable online library of more than 4,000 standard modular and broadloom products that is accessible either through the Bentley Prince Street or Interface brand sites, as well as contract / client specific extranets. Registrants to the Market are qualified as Professional Users with varying levels of access to the site’s functionality. Depending upon the access level, Professional Users may create and manage project folders, order samples of any product featured in the Market, check inventory availability, compare products and check the status of production and sample orders.
Q. Who can use the Market?
A. Anyone may browse the Market at Bentley Prince Street or Interface, but only Professional Users may create and manage project folders, order samples of any product featured in the Market, check inventory availability, compare products and check the status of production and sample orders in accordance with their access level.
Q. How do I become a professional user?
A. First, you must register from the Market home page. Then, our customer support team will determine qualification by confirming that you are involved in the specification, selection, or purchase of commercial interior products. Because sampling is a service we provide at no cost, we only want to send samples to customers or potential customers. Following qualification, a member of our customer support team will be back in touch with you within one working day regarding your registration status.
Q. What is a sample?
A. A sample is a small cut of carpet used to represent the color and pattern of the product. Sample sizes vary according to pattern scale and color, and range from a 9"x9" to 18"x27". Each product is available in only one sample size.
Q. How much does it cost to order samples?
A. There is no charge for ordering or shipping samples. However, we limit the number of samples you may order to sixteen per visit, and we ask that you order only what you need.
Q. What are the shipping terms for same day shipping?
A. All orders received before 6:00 pm EST Monday-Friday will be shipped the same business day. Any orders received after 6:00 pm EST Monday-Friday will be shipped the next business day. All Saturday, Sunday, and holiday orders will be shipped on the next business day. If, for any reason, you need to contact a member of customer support, you may do so by telephone at 877-605-1500 or by email at sampleorders@us.interfaceinc.com.
Q. Can I return my samples?
A. When you are finished with your sample, you may return it to us at no cost in the original packaging by following the instructions enclosed in your shipment.
Customer Service
Q. How do I contact Interface?
A. If you need to contact Interface, you can go to the "contact us" navigation on the right side of most the Market pages and email us from there, or you may call us at 800-336-0225, ext. 6511 for further assistance.
Q. How do I contact Bentley Prince Street?
A. If you need to contact Bentley Prince Street, you can go to the “contact us” navigation on the right side of most the Market pages and email us from there, or you may call us at 1-800-423-4709 ext 2228 for further assistance.
Q. How do I check the status or detail of a sample order from the Market or a production order from Bentley Prince Street or Interface?
A. You will receive an email message that your sample or production order has shipped. You may view your sample or material order status by clicking “your orders” on the left hand navigation after you have logged in.
Q. How do I check inventory availability of products at Bentley Prince Street or Interface?
A. The Available Inventory of a product is viewable at the bottom of the product detail page in accordance with the user’s level of access.
Q. How do I view the pricing for products on my contract?
A. Pricing is only available to companies and users that have a contract with Bentley Prince Street or Interface or both. The ability to view pricing is a permission granted at the time of qualification of a professional user. You may view pricing in the downloadable contract document or on the specific product detail pages of the products on your contract.
Project Folders
Q. What is a project folder?
A. A project folder is a tool for organizing and storing the product swatches that you select. You may have several different project folders at a time, and there is no limit to the number of swatches you can have in a folder. The contents of the active project folder that you are using are displayed to the left of most Market pages.
Q. How do I create a project folder?
A. Click the Project Folder navigation link available on the left hand side of every Market page. In the “Create a Project Folder” Section, type the name of the new folder in the “Name” field and click “Create”.
Q. How do I rename a project folder?
A. Click the Project Folder navigation link available on the left hand side of every Market page. In the “Rename a Project Folder” section, select the folder name to change from the drop down list at the “Current Name” field, type the new name of the folder in the “New Name” field and click “Rename”.
Q. How do I delete a project folder?
A. Click the Project Folder navigation link available on the left hand side of every Market page. In the “Current Project Folders” summary, click “Delete” on the line of the appropriate project folder.
Q. How do I add product to my project folders?
A. To add product to your project folders, click “add to folder” from the search summary or product detail page.
Q. How do I remove a product from my project folder?
A. Choose the name of the project folder you wish to access from the drop down list in the left hand navigation and click “GO” or “View Folder Details” or click the Project Folder navigation link available on the left hand side and choose the folder you wish to access. This will take you to the “Current Folder” page where you can click “Remove” on any of the products in your project folder.
* Please note that if you are removing an item from your project folder that you have added to your sample center, it is not simultaneously removed from the sample basket.
Q. How do I keep track of what is in my project folders?
A. From most pages in the Market you can choose the name of the project folder you want to manage from the drop down list in the left hand navigation. Then, you will click the "GO" button or “View Folder Details”. This will take you to the "Current Folder" page where you can make project notes, edit your swatches or order samples. You may also go to the project folder manager page by clicking on the navigation link on the left hand side of every Market page.
Q. How do I order samples from my project folder?
A. Choose the name of the project folder you wish to access from the drop down list in the left hand navigation and click “GO” or “View Folder Details” or click the Project Folder navigation link available on the left hand side and choose the folder you wish to access. This will take you to the “Current Folder” page where you can click “Order Sample” on any of the products in your project folder. You may also order your entire project folder at once by clicking “Add All Items to Sample Basket?”
Q. How do I know if I have ordered samples from a particular project folder?
A. Choose the name of the project folder you wish to access from the drop down list in the left hand navigation and click “GO” or “View Folder Details” or click the Project Folder navigation link available on the left hand side and choose the folder you wish to access. This will take you to the “Current Folder” page and if you have ordered any samples from this particular folder, “last order date” will show for each product ordered.
Q. How do I email my project folder to a colleague or customer?
A. From your active project folder, click “Email Page” and a snapshot of the current page you are on will be sent to an email address that you provide along with a note if you desire.
Q. How long do my project folders last?
A. Unused project folders will remain active for up to 90 days. After 90 days of inactivity, the project folder will be removed automatically. Your active project folders will not be affected.
* Need to find out if there is an expiration period on this site.
Q. How do I keep my project folders “active”?
A. If you view the contents of your project folder at least once every 90 days, you can keep project folders active indefinitely.
* Need to find out if there is an expiration period on this site.
Quick Samples
Q. What is quick sample order?
A. Our quick sample order system offers a faster way for you to order the samples you want. Simply type in the following information and our database will help correct and confirm your entries: 1) Brand 2) Color Number 3) Product Name 4) Quantity
Q. Who can use quick order?
A. Any registered professional user with permission to order samples may access quick order.
Q. How can I get the information to use quick order?
A. There are several avenues from which to choose. Whether you are browsing a product portfolio (our print catalog) or an architect folder, speaking with a designer, or meeting with your sales representative, take note of these details: 1) Brand 2) Color Number 3) Product Name
Q. May I still use the Sample Basket?
A. Absolutely. You may use our traditional sample basket method or the quick sample order form to submit your request.
Search
Q. How do I search for products in the Market?
A. There are two ways to search: Quick Search and Attribute Search.
Q. What is a quick search?
A. A quick search involves entering a color or style number, or a partial or full product name. You could also enter a word or phrase which would describe the product you're looking for, including color name, carpet type, or yarn system. The keyword search will scan across all product information for the term(s) you've entered. A quick search will serve you best when you're looking for a specific product. Quick search is most commonly referred to as keyword search.
Q. What is an attribute search?
A. If you are using the "advanced search," you may select search parameters from among a small selection of categories, such as carpet type, pattern or pattern scale. For instance, you may search for a "geometric" pattern in "broadloom." You may also limit your search results to only products with available inventory or quickship products.
Sample Basket
Q. What is a sample basket?
A. The sample basket holds all of the samples that you have indicated you would like to order.
Q. What is the difference between the sample basket and quick order?
A. The Quick Sample Order method is designed for users who already know which products and colors they want to order. The traditional Sample Basket method is for users who need to search through the catalog to find the products and colors they want or are utilizing the order functionality within their active project folder.
Q. Who can use the sample basket?
A. Any registered professional user with permission to order samples may use the sample basket.
Q. How do I place products in my sample basket?
A. You must be logged in to use the Sample Basket. To enter products into your Sample Basket, click on the "order sample" button underneath the thumbnail swatches or on the product detail pages throughout the site.
Q. How do I remove a product from my sample basket?
A. Click on the sample basket navigation link available on every Market page and check “remove” on the line(s) of the product you wish to remove and confirm your action by clicking “Remove Checked Items”.
Q. How do I send my sample order to different addresses?
A. Click on the “Split Shipment” button available on the second confirmation page of your sample basket. This will duplicate the item/product directly below and you may choose a different shipping address from the drop down list at the “Ship to Address” field.
Q. How do I add a shipping address to my available ship to addresses?
A. Click on the “New Shipping Address” button available on the second confirmation page of your sample basket. This will provide you with an additional shipping address form. Complete the form and “Submit”. This new address will now always be available in your drop down list at the “Ship to Address” field.
Sample Center Terms
Q. What is Quick Ship?
A. Quick Ship is a program available from Interface and Bentley Prince Street providing a number of products in limited quantities to be shipped within 10 working of a completed order. See guidelines below for specific details for each brand.
Q. Interface Quick Ship Guidelines
A. Quick Ship products from Interface Flooring Systems are available in quantities of up to 1,000 square yards shipped within 10 working days from the date of order placement.
Q. Bentley Prince Street Quick Ship Guidelines
A. Quick Ship products from Bentley Prince Street are available in quantities of up to 1,000 square yards. Piece dyed products available through this program have a lead time of 5 working days, and yarn dyed products available through this program have a lead time of 10 working days.
Q. What is a collection?
A. A collection is comprised of coordinating product lines that share the same color bank.
Q. What is a color line?
A. A color line is the entire range of colors offered in a product.
Q. What are coordinating products?
A. Coordinating products share a combination of similar color lines, textures, or patterns.
Q. What is quarter-turn?
A. Quarter-turn products are designed to be turned 90 degrees (or one "quarter" of a complete "turn") during installation so that each tile in a pattern points in a different direction than the tile next to it.
Q. What is parquet II?
A. Parquet II applies to the 50cm x 1m products within the Florentine collection wherein the tiles are installed light edge to light edge.
Q. What is parquet III?
A. Parquet III applies to the 50cm x 1m products within the Florentine collection wherein the tiles are installed with their dark edges top and left.
Q. What is parquet IV?
A. Parquet IV applies to 50cm x 1m products wherein they are quarter-turned (in the manner of typical 50cm Tile)
Q. What is herringbone?
A. Herringbone applies to 50cm x 1m products wherein they are arranged in rows of short, slanted parallel lines with the direction of the slant alternating row by row.
Q. What is Herringbone II?
A. Herringbone II applies to the 50cm x 1m products within the Florentine collection wherein the tiles are installed with their dark edges top and left.
Q. What is non-directional?
A. Non-directional installation allows the product to be installed without regard to direction or orientation.
Q. What is brick?
A. Brick installations offset the side joints of the tiles.
Q. What is ashlar?
A. Tiles laid in an ashlar installation are laid so that the front and back tile joints are offset.
Q. What is monolithic?
A. Monolithic installation requires that each tile be laid in the same direction to create the appearance of a uniform, whole floorcovering.
Q. What are detailed product specifications?
A. Product specifications include performance specifications in addition to detailed information about the materials and methods used to make the product.
Registration / Log-in
Q. What if I forget my log-in or password?
A. Just click the "“Forget your password” link on the left hand side of the page and you'll be asked to provide your email address. You will then be presented with your password hint. Enter your hint in the “Answer” field and click “Submit”. After successful entry you will be automatically logged into the system and your password will be emailed to you If you still can't remember it, you can email us at updateprofile@us.interfaceinc.com.
Q. How do I change my password?
A. Click the Your Profile navigation link on the left hand side of the page and click the “Change your password” link.
Q. How do I update my profile?
A. Click the Your Profile navigation link on the left hand side of the page and change/correct any applicable fields and “Submit”.
Q. How do I invite another user to participate in a customer/contract specific extranet?
A. This functionality is only available to those users/companies who have a contract with Bentley Prince Street or Interface or both and also have the permission to add a new user. Click on the Your Profile navigation link on the left hand side of the page and click “Invite Someone to Join this Contract”. You will be asked to provide the new users’ email address and you will either confirm this is the appropriate user and they will be processed or if the user does not already exist in our system, they will be emailed a registration form.