Building, Plumbing and Heating Supplies

Frequently Asked Questions

We’ve captured those questions you’ve been asking and tried to provide answers below. If you can’t find the answer you’re looking for, get in touch with us.

Accessing your Account

Logging on for the first time

We’ve put together a short (it’s only 70 seconds long) video on how to login. This video shows how to use your single-use password to complete your registration and so get access to your account details.

I can't login what do I do?

If you’re having issues logging into your account, the simplest way to get around the issue is to reset your password. You will need to know the email address linked with the account to do this.

If you do not know the email address linked with the account, please call 01529 303025 for assistance and have your Turnbull Account number to hand.

Where do I find all my account information?

In the below video, we’ll give you a tour of your online account. Where to find all your account information and how to use the handy filters to locate specific invoices, statements and credit notes.


I can’t find a specific invoice

Once logged in, you will automatically land on the tab to view ‘My Account and Outstanding invoices’. This page will only show outstanding invoices. If you’re looking for older invoices that ave been paid, once logged in, navigate to the  ‘My Invoices and Credit’ tab, you will be able to view invoices going back 12 months and use the filters to search for a specific invoice. For invoices going back any further than this, please contact our Finance team on 01529 303025 or email [email protected]

Can I pay my invoices online?

No, at the moment we don’t have the facility for you to pay invoices online. We are currently working towards offering this service in the near future though.

Payments can be made speedily by contacting our Finance team on 01529 303025.

Order Information

Where can I view the order I just placed?

All of your orders are available to view in the ‘My account’ section of the site, under “My Orders”. If you have a query about your order you’d like to speak to someone about. please ring 01529 308839 and have your order number to hand.

General FAQs

If I open an account online, will I be able to use this in any of your branches?

No, if you open an account online, then this account is for use on the turnbullsonline website only. If you would like to set up an account with one of the branches, please contact your local branch.

Is pricing Inc or Ex VAT?

All pricing states whether it is inclusive or exclusive of VAT on product pages and in your basket. If you’re browsing the website without logging in then all pricing will be displayed inclusive of VAT. If you’re a Turnbull Trade account customer, once you’ve logged in you will see pricing displayed exclusive of VAT.

Are my agreed terms set up online?

Yes, all your agreed terms set up in branch will be honoured and are reflected in the pricing displayed online

I can’t find products on the website I normally get in branch?

Unfortunately, we don’t currently list all products available in our branches on the website but we are regularly adding new product lines to the website. If you’re looking for something specific, please contact your local branch.