Customer Service

Customer Service

Our goal at Seconds and Surplus Building Materials/ is to offer our customers a wide selection of superior quality home improvement products at discount prices, with the excellent customer service they expect and deserve. If you need additional information regarding our products, have custom order needs, or if at any time you have a question or concern, please don’t hesitate to contact us: email: [email protected]  or phone: 1-800-323-2427 (customer service agents available Mon-Fri 8:30 am to 5:00 pm Central Standard Time).


When you choose to purchase from, we will require the following information to process your order:

  • First and Last Name
  • Contact Phone Number(s)
  • Billing Address
  • Shipping Address
  • E-mail Address
  • Credit Card Account Information

Placed Orders

Our terms are 100% due upon placing your Internet or phone order. Adjustments or Cancellations to your Order must be submitted within 24hrs of placing the order. We are unable to accept or process Adjustment or Cancellation requests placed over 24hrs after your order was originally placed. Failure to request an Adjustment or Cancellation to your order within 24hrs constitutes complete acceptance of the provisions and requirements listed in the Terms and Conditions section.

Order Confirmations

Please provide us with a valid e-mail address upon placing your order. If an e-mail address is provided, you will receive an email confirmation of your order. If you receive an Order Confirmation and find it in error, you may dispute the order within 24hrs of receiving the Order Confirmation. Failure to dispute an Order within 24hrs of receiving the Order Confirmation constitutes an agreement on your part to accept the provisions and requirements listed in the Terms and Conditions section.

Billing Information

All invoices and correspondence from will list the following address:

Seconds and Surplus Building Materials
909 Regal Row
Dallas, Texas 75247

Pricing Information

All online pricing information is correct at the time of posting. However, due industry and vendor variances, prices are subject to change without prior notice. We will notify you of any price changes. Changes in price will be reflected on your invoice.

Seconds and Surplus does not offer a Lay-a-Way program. Financing is available though Wells Fargo Financing; applications are available at our locations. Financing is subject to credit approval. Finance purchases are not accepted online through All purchases made on are prepaid only. We accept Visa, MasterCard, American Express, Discover and PayPal.

Shipping Policy

All shipments are carefully inspected and packed prior to shipment. Most merchandise will be shipped via your chosen carrier at rates calculated based on the  package weight, your zip code and speed of delivery (ex: Overnight vs. Next Day Air). Oversize items will be shipped via common carrier (charges will be determined by current industry rates). Responsibility is assumed by the carrier at the time of pickup for its safe curb side delivery. Once merchandise is received, please unpack carefully and inspect. If any damage is found, keep all original packaging. Report any damages to the carrier immediately. Any responsibility Seconds and Surplus Building Materials/ has for the condition for the merchandise ends when the carrier accepts them at F.O.B. shipping point.

It is the responsibility of the customer to file a claim with the carrier in the event the merchandise arrives damaged. We cannot file claims, we can only verify the state of the merchandise and packaging at the point of pick up and attest to when, where and by whom the merchandise was picked up for delivery.

Return Policy

Returns are permitted within 10 days of the receipt of merchandise with authorization. All Returns must be authorized by Seconds and Surplus Building Materials/ and a Return Merchandise Authorization is required. NO CREDIT WILL BE GIVEN ON MERCHANDISE RETURNED WITHOUT AUTHORIZATION (see refused merchandise below). There is a 20% restocking fee on all returned merchandise. Shipping and handling fees are not refundable. The customer incurs all return shipping charges. All returns must include: original factory packaging (box, foam, plastic, wrappings, etc.), unfilled warranty cards, all instruction booklets and paperwork. Do not deface original factory cartons or packaging in any manner. We will not accept a return if packaging is not in its original condition. All returned merchandise must be in its original mint and clean condition. Returns on damaged or scratched merchandise will not be accepted. Returned merchandise that is lost or damaged in transit is not the responsibility Seconds and Surplus Building Materials/, but rather the carrier’s. It is the purchaser’s responsibility to file claims with the carrier upon the discovery of lost or damaged returns. RMA numbers must be clearly visible and marked on the outside of the package. Returns are only allowed for merchandise purchased from website.

Privacy & Security Statement

Your privacy is important to us. Our privacy policy was created to help you understand what information we collect online and how we use that information. As new technologies are designed and implemented on our website to improve and/or enhance the features and service we provide, our policy is subject to change without notice. Please periodically review our privacy policy for any updates or changes. Registered users will receive an e-mail notification if any changes occur in the material of the privacy seal, the language used in the privacy notice, or our information practices. Registered users will be given the option to opt-out of any new practices or uses.

Information We Collect

The information we collect online falls into one of five categories. We will explain below why we compile this information and how it is used.

1. General Tracking Information

Each page that is visited by a user is tracked. Some information about you, including your IP address, is automatically collected by our web server when you request pages. Your IP address is a number used to identify your computer by other computers connected to the internet so that data, like the web pages you request, can be sent to you.

Your data and the data on the pages visited by other users is collected to track overall visitor patterns. We then use this information to improve our site, making it more responsive to the preferences and needs of our site users. You are not personally identified by this information.

2. Click Path Tracking

We use cookie technology to track your click path through our site. This information is used to customize your visit to our site. For example, if you read a tips-of–the-trade on tile, we may offer you a tips-of-the-trade on choosing the right grout or show you a new product for laying tile.

3. Registration Information (only if registered at

We require the following when you register on our site:

  • First and Last Name
  • Mailing Address
  • Shipping Address
  • E-mail Address
  • Home Phone Number
  • ZIP code
  • Log-In ID
  • Password
Registering at is optional for visitors to our website. Registration is required in order to shop online.
If you choose to register:
  • We request your first and last names to help differentiate your profile from others at This also allows us to automatically include this information on our shipping forms if you should decide to order from Your mailing address is required to make the checkout process faster. We also add your address to our customer database to allow us to customize our products and services for you and customers like you.
  • We request your phone number simply for contact purposes. We will not telemarket you. If an issue should arise with your order, we need a method to contact you in addition to your e-mail provided.
  • We request a zip code so we can calculate the appropriate shipping for your order.
  • We request an e-mail as a unique identifier and main means of communication. You will receive an e-mail confirming your registration on our site. If you forget your password, your reminder e-mail will be sent to your registered e-mail address. From time to time you will be sent promotional e-mails alerting you to sales or new features or products. You may unsubscribe to these emails at any time. Just click on the unsubscribe link at the base of each e-mail.
We request a unique log in ID and password combination to assure your secure access to your user profile and preferences. In the event that you forget your password, you may request that we e-mail the information to the e-mail address registered in your profile.
If you register as a Preferred Contractor, we require the   following information:
  • Business Name
  • Type of Business
  • Business Physical Address
  • Business Mailing Address
  • Business Phone
  • Business Fax
  • E-mail Address
  • Primary Contact Name
  • Primary Contact Mobile
Any company or licensed individual who is in the business of building, repairing, or redecorating homes would qualify for this special program. Currently we only offer the Preferred Contractor Program to those businesses and individuals that are either based in Texas or are currently doing business in Texas.   The data collected upon registration is used to send you newsletters, coupons and sale information pertinent to your profession.

Upon registering at, you will be offered the opportunity to receive our newsletters, sales fliers and coupons. This information will only be sent if you choose to sign up on our mailing list. We may use a third party provider to supply these services and would need to provide your information to them in order to deliver these newsletters, coupons and sale fliers to you. A third party company may also be used to validate and authenticate the information you provide to us. For our marketing purposes, your registration information is merged with information provided by the third party service. Information provided by you while visiting is combined with information from internal and external sources of marketing research. We use this collected informational data to determine shopping and information preferences.

All third party providers are prohibited from using your information for any other purpose than what has been instructed by Seconds and Surplus through various legally binding agreements. You can be confident that when you sign up for our e-mail newsletters, coupons and sale fliers, you will not receive any unsolicited e-mails from other companies as a result of the release of your information by Seconds and Surplus.

Should you need to update, change, delete or view any of your registration information, log in and click on My Account. You will then be directed to a page where you will have access to your information so that you may edit it.

Should you decide you no longer want to receive newsletters from, click here to send an e-mail to [email protected]. Please type REMOVE FROM NEWSLETTER LIST in the subject line. This option may also be chosen in the My Account Area or at the bottom of any newsletter – see Unsubscribe.

Should you want to be removed from all Seconds and Surplus marketing, click here to send an e-mail to[email protected].  Please type REMOVE FROM ALL MARKETING in the subject line; call 1-800-323-2427 ext 207; or mail your request to Seconds and Surplus Customer Support, 909 Regal Row, Dallas, TX 75247. Please remember to include your name, address, and phone number in your request.

4. Online Ordering Information

When you choose to purchase from, we will require the following information to process your order:

  • First and Last Name
  • Contact Phone Number(s)
  • Billing Address
  • Shipping Address
  • E-mail Address
  • Credit Card Account Information

This information is used to fulfill your order. We will also use this information to analyze and track shopping trends. Analysis of this information allows Seconds and Surplus to provide you with the high quality of goods and services you expect from our company.

Your personal information provided to complete your order is never sold to any third party by Seconds and Surplus under any circumstance. Your contact phone number is requested in the event that one of our customer service representatives has need to reach you, for example if a delivery time needs to be arranged or if an item is on back order.

Your e-mail is requested for communication purposes. We will send you a confirmation e-mail once we receive your order. This e-mail will list your order number, a detail of the items you purchased including quantities, and your chosen method of delivery; your credit card information will not be listed. We will also send you an e-mail letting you know the date your order is shipped and any tracking information (if available).

5. Well's Fargo Credit

Currently we do not have a feature available on our web site that would allow you to apply for an account, check your available balance, make a payment or otherwise check on your account with Well’s Fargo Flooring Solutions.

If you would like an application sent to you, click here to send an e-mail to [email protected].  Please type Credit Application Request in the subject line; call 1-800-323-2427 ext 207; or mail your request to Seconds and Surplus Customer Support, 909 Regal Row, Dallas, TX 75247. Please remember to include your name, address, and phone number in your request.

Customer Confidentiality

Pledge to Our Customers

We want to assure you:

  • Your Participation is completely voluntary.
  • You will not be telemarketed by Seconds and Surplus.
  • Seconds and Surplus will never sell your information to tohers.

Your Business is valued and your privacy is respected.

Use of Cookies Policy

Your browser must be set to accept cookies in order for you to register or purchase products from our site. Cookies are an entry in a text file or folder on your hard drive. Cookies are used when you visit our website so that the site may remember your specific area of interest and any other information you choose to save. Using Cookie technology, you are able to save items to your wish list. Cookies are also used as tracking devices to trace the items you place in your shopping basket and the pages you have visited. Cookies must be enabled on your Web browser for to function correctly. You may delete the file(s) after each browser session if you have concerns about the information contained in your cookie. For more information, view your browser’s help file.Only the personal information you supply regarding yourself is contained in our cookie. Seconds and Surplus cookies are unable to read data from your computer. For more information on how cookies work, go to

Better Business Bureau Online

Seconds and Surplus complies with all BBBOnLine Privacy standards and participates in the Council of Better Business Bureau’s BBBOnLine Privacy Program. For more information, go to

Policy Regarding Minors

Seconds and Surplus does not intend to collect any personally identifiable information from minors (children under the legal age) through our website. Please do not allow children to provide any personally identifiable information, send requests or orders, ask questions, or participate in chat rooms related to our web site. If it is determined that a minor has provided personal information in violation with this policy, we will remove and delete that information as soon as practical. If you are made aware that such information has been provided by a minor, please send an e-mail to [email protected]

Security Information

Many consumers are concerned about Internet security. Our web server at Seconds and is designed for our e-commerce needs and utilizes industry standards for protecting the security of the information sent over our site. You can feel assured that our Internet site uses the latest security measures for your protection. You can shop with confidence at In the event that you would rather place an order by telephone, please call us toll free at 1-800-323-2427. Our customer service representatives are available Monday – Friday 8:30am to 5:00pm Central Standard Time.

Security Questions & Concerns

Our goal at Seconds and Surplus is to provide you with a friendly and secure site where you can shop without worries about security. Once we receive your information, commercially reasonable efforts are used to protect the security of your information on our systems. However, no data transmitted over a wireless network or the Internet can be guaranteed to be absolutely secure. Due to this, we are unable to warrant or ensure the security of any information transmitted to us online. Should you have any comments, questions, or concerns, please send an e-mail to [email protected] or call us toll free: Monday – Friday 8:30am to 5:00pm Central Standard Time at: 1-800-323-2427

Effective 1/01/2008