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"What is your phone number?"
800-581-6186
"Why should I buy from you?"
Because we have a fantastic plumbing products inventory with over 1,600 pages in our catalog, fast service, our prices are low, we're very easy to deal with, our shipping costs are easiest to understand and calculate.
Our shopping cart is very easy to use, and your plumbing products are delivered right to your door. Over 99% of our customers are happy with us, and our repeat business is better than we had ever hoped for. If you use your credit card while shopping with us we guarantee your transaction security.
Once you try us you will be happy. We truly care about your business, and we treat you the way we wish to be treated, ourselves, when we shop on the Internet. We sell top-quality Plumbing Products and have a very knowledgeable and caring staff. This is the way America will be doing much of their shopping in the future. We are, have been, and will continue to be the leader in Plumbing Products sold on the Internet.
"After I place my order, how long before you will ship it?"
If we receive your order by 4:00 pm (Central Time), it will generally be shipped the same day (Monday - Friday, excluding holidays) for items that are instock at our local warehouse.
"What are your shipping charges? How much do you charge for shipping?"
Our shipping charges are based on the cost of your products. We charge 8% of the product subtotal plus a process charge (for outside of the Continental U.S. we charge differently, just click here for our shipping FAQ's page). We believe that all questions in regards to shipping are answered on that page. Just click here.
"Are you people reputable?"
We have been in the business since 1995 as THE Internet mail-order Plumbing Products supplier.
We believe we do the most volume business of any Internet only Plumbing Products supplier.
We aren't a "fly by night" type of operation! We are proud of our Dun and Bradstreet rating. We will be here when you need us. We are part of The PlumbingSupply Group. Will most Internet plumbing suppliers be there tomorrow? Consider another exciting new industry... automobile manufacturing. Between 1900 and 1908 there were 485 car manufacturers. By 1908 only half survived, and it went down from there. We feel that only the "best" plumbing suppliers will last and we feel we are the best by far. We had the dream first, we have the best staff, we have great financial backing and we have a great inventory as well as excellent pricing. Long after many other Internet suppliers are gone, we will still be here.
"Do you have a catalog?"
Yes, you are looking at it. Feel free to print out any page you like. One of the reasons for our low prices is that we save money by not having a printed catalog. Our catalog on the net is not three months old. It is current with current prices.
"How risky is it sending my credit card number over the internet?"
U.S. News & World report, Dec. 7, 1998, page 44 had an article titled:
"A credit card is your best weapon on the Web." Here are a few quotes from it: "...it's no surprise some people fear their credit card numbers are vulnerable in cyberspace. But that belief is unfounded. When it comes to buying products and services on the Internet, the credit card is the best method of payment because it provides the most protection to the consumer... Federal law guarantees that cardholders are liable for only the first $50 in fraudulent charges if the number falls into criminal hands - though there are no reported incidents of numbers being grabbed en route to an online store... Criminals are more apt to target databases filled with credit card numbers."
According to AP writer Elizabeth Weise in an article dated Jan. 29th 1996:
"...experts say sending your credit car number over the Internet to buy
something is as safe as calling up L.L. Bean and ordering a sweater... By law,
if there is no signature, the customer is liable for nothing. Security
problems have been overhyped....Individuals buying a few CD's on-line aren't at risk..."
Also according to Stephen Cobb - security analyst - as quoted in
the April 30th 1997 issue of Investor's Business Daily ...
"I perceive it to be a lot safer (to use my credit card on the
Internet) than giving it to an underpaid waiter who takes it to a back
room for a time to do who knows what."
In the unlikely event of unauthorized use of your credit card, if your bank holds you liable, we will cover (pay) your $50 liability provided, of course, that the unauthorized use of your credit card resulted through no fault of your own from purchases made at our web site.
If you still don't feel comfortable, then you can fill out our
shopping cart order form (leaving the credit card information blank). Then, 24 hours per day, you can either leave your credit card information on our message phone (530-891-1556) or fax it to us (530-891-0654) or call us at 800-581-6186. For other ordering methods (we do offer them) please see our order page for details.
"I'm a repeat customer. Why do I need to re-enter my personal information each time I make a purchase from you?"
We take extreme measures to make sure your credit card number and other personal information is secure. Therefore, once we've completed your order, all personal information is removed from our servers. This way, in the event our information system is hacked, none of our customers will have to worry about their personal information getting into the wrong hands. Nobody is immune to hackers; financial institutions, software companies (including Microsoft), the Pentagon and many other organizations have been hacked into. In order to provide the absolute highest level of security, we choose not to keep your personal information on file. We understand this may be an inconvenience to some, but peace-of-mind knowing your personal information is safe is absolutely critical, and we believe it's worth the trade-off.
"Is your company environmentally sensitive?"
We are proud of our recycling programs. About 50% of our waste products are recycled. In addition, to save natural resources (and overhead as well), over 35% of the products that we ship come to you in recycled boxes. We have tested and found that shipping in new boxes compared to recycled (used) boxes has had no impact on the amount of shipping damage. The only effect has been that some customers will contact us initially complaining that they received the wrong products. They might get a box that on the outside says "Gateway Computers" but that on the inside contains the correct plumbing products. It is rare but it does happen that we get a complaint like that, but over 98% of the customers that we surveyed are happy that we recycle. Most customers don't care what the outside shipping box looks like. We have never had a complaint about recycled boxes once our customer knows that what is inside of the box is correct.
"I need a part and I'm not sure which one that I need. You show two different ones. I'd like to buy both and return the one that I won't need. What is your return policy?"
Our return policy is spelled out very clearly on our return policy page. Just click here and it will take you to that page. Basically (to make it short) we wish to offer the lowest prices. We also wish to stay in business. Returns cost us time and money and in some situations we have seen customers order over and over and continually returning products. Ultimately that would cause a company to go broke and so we have a return policy that we see as a "happy medium" and fair to both our customers and us. That also means that our return policy isn't the most generous policy on the Internet. Simply click here and you can read all of the specific details of our return policy.
"I wish to order large quantities and am wondering if you offer 'lower' prices than those listed."
Our prices are as low as we can offer. We simply cannot give lower prices.
To offer low prices to everyone is our way of getting large volume. Wew desire many customers rather than a few customers who purchase a large volume. We sometimes offer a better discount for volume and those volume discounts are indicated on each page that they are offered.
"What countries do you ship to?"
We only ship to the United States and its territories (in other words... anywhere where we can ship without our products having to go through customs).
"How long will it be until I receive my order?"
We normally ship by UPS. West of the Mississippi usually takes 1-5 days and
east of the Mississippi, 5-10 days. If you need to get it faster, no problem -
check out our "Faster rates page".
"Do you sell pipe?"
We do wish to be flexible and service oriented. Because of the high shipping cost, we don't sell any type of rigid (straight) pipe in lengths over 4'.
We do sell flexible pipe. Also, due to shipping costs we do not ship very common piping as this can be purchased locally at a reduced cost. If you "insist" on us shipping straight pipe we will do so on lengths up to 4 feet long but please do recognize that we will not have as low a price as you can get locally and that is due to shipping costs. Where you insist that we ship you straight pipes not listed we will/can quote you a price and charge you an actual shipping costs (which will be greater than if you can get the straight pipe locally in most cases).
"My products are being shipped to California and I noticed that I was charged sales tax on my shipping and processing charges. Is this correct?"
The California State Board of Equalization requires sales tax on shipping charges UNLESS you are charged actual shipping costs. If the shipping charges are other than UPS/Postal/etc. actual charges AND/OR processing fees have been added, then sales tax MUST be charged when shipping to California. Our shipping charges are based on the cost of your products, not the actual cost of shipping. We charge 8% of the products subtotal, plus a processing charge. Overall, it costs us more than the 8% (that we are charging for shipping to everyone),
but this allows you to figure out your true cost before you place your order.
"I click on a product link and it leads me back to your front page????"
That can happen. We have our site set so that if a link tries to go to a non-existing page
(in other words, when we are human and list a bad link) then generally it will send you to
our front page. Please let us know by emailing us and we will
fix the link as well as direct you to the right page.
"Why do you charge my credit card even if it takes a week to ship ?"
We do hold your funds on special orders and back orders as a deposit on the goods until the product ships. If some situation comes up that results in us not being able to proceed with your order we will issue the proper credit back to you using the same method that you originally paid us with.
Frequently Asked Plumbing Questions:
We get lots such as:
Noise/Pipes banging/Water hammer...
Blue/Green stains ...
Misc. questions ...
What is hard water...
Jetted tub considerations...
Iron/red stains in your water ...
Hot water isn't hot enough ...
Water quality ...
Pure water...
What is an expansion tank...
Drain maintenance hints...
Disposer odors...
stainless steel sink care tips
Water heater troubles...
Preventing sink stoppages...
We try to answer FAQ's about individual products on most products' pages.
As you ask questions we add those to those particular plumbing products pages.
Looking for a specific product? Then just click here.
Other questions?
You can ask us or
you can post your question at the best internet plumbing forum —
Plbg.com (we are one of the sponsors of that popular site).
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