If you prefer to talk to someone, you can call us 800-581-6186
Some topics below include:
if we shipped incorrectly? - how to deal with shipping damage? -
how to return products? - if you ordered incorrectly? - if you receive defective products? - what isn't returnable? -
customer comments
Please: when you receive your merchandise - immediately - open all boxes and check for contents and damage
we must know within 2 days upon your receiving products of any damage/problems
We guarantee you will get top quality products exactly as described on any of our over 1,600 paged catalog. All products come with manufacturer's warranty. Please note our return policy time period.
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When you receive your merchandise
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Please open all boxes immediately and check contents. We must
be notified of any damage or other problems within 2 days of you receiving your products.
In order to serve you better, we request that you also inspect all of your products for obvious defects/blemishes within 2 days of receiving them. |
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Wrong Products Received:
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It is very rare that you will receive an incorrect product; we double-check
all orders before we ship them. However, if we made a mistake/error in
shipping (it does rarely happen),
please notify us within 2 days of
receiving your order. We will issue an RGA number
and return instructions on how and where to return the product. We will ship you
the correct product (along with a big apology from the two people who made
the error, because we truly do care that we get your order right the first time) and we
will pay the shipping costs both ways.
If you ordered the incorrect product (your mistake), then please see "ordered wrong" below. |
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Shipping Damage: |
If the packaging appears damaged on the outside, please refuse to accept it
from the carrier; or please make sure when signing the shipper's
proof-of-delivery slip, you include a note stating the package
is or appears damaged. If you do accept a damaged shipment, please inform us and the carrier (UPS, FedEx, etc.,) immediately. Depending on the product and where/how it was shipped, it may
be necessary for you to deal with the carrier.
Also, if there was any internal (non-visible) damage, this will need to be
reported to us or the carrier within two days of receiving the product. |
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Defective Products: |
Within thirty (30) days of receiving your order, if any product proves to
be defective; please contact us immediately. Please DO NOT ship the product
back to us without contacting us first and receiving an RGA number
and return instructions. After we receive the defective
merchandise, we will test it if need be, and we will ship back to you (at our
expense) a non-defective replacement product.
Should we determine that the product is in fact defective (and was returned
in accordance to our return instructions/policy), we will not only pay the cost of
shipping the new non-defective product to you, but we will also reimburse you for
standard UPS ground rates/charges (not 2nd day air) that UPS charges for shipping
the defective product back to us. This does not include any 3rd party processing
fees imposed by some shipping companies. This offer is only good in the
Continental U.S. If you ship the product back to us from outside of the 48
states, you will need to pay for the cost of sending the product to us.
If the product is defective, you will receive a
replacement. If you choose to return the defective item, rather than replace it, we
will charge a 15% restocking fee
and your original shipping and processing charges will not be refunded. Also, items returned after thirty (30) days are subject to a higher restocking fee or may not be returnable at all (we will let you know if this applies to your return). The return of the product is at your expense. We believe that this is a
fair policy because lower overhead results in lower prices for
all of our customers.
If after 30 days of receiving your product, it proves to be defective,
we would like for you to deal with the manufacturer. Whatever policy the
manufacturer has will determine how you will proceed. We supply products;
we do not warranty products and after thirty days we leave it up to the
manufacturers. There may be instances when the manufacturer, once they
have been contacted, will ask that we help in the replacement process.
If this is the case, we will assist you and the manufacturer with
the return process. However, 30 days after receiving
your product, it will be necessary for you to contact the manufacturer first. |
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Returns:
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HOLD ONTO THE ORIGINAL BOXES AND PACKAGING.
We will only accept a return if a Return Goods Authorization number (RGA) has been issued and the product is returned in the original manufacturer’s packaging. Listed products (items that have listed prices on our web pages)
may be returned within 30 days of receiving them; the products must be
brand new (never used) and in perfect condition with all
manufacturer's packaging. In order to
keep our prices at their lowest, we charge a 15% restocking fee and
your original shipping and processing charges will not be refunded. Items returned after 30 days are subject
to a higher restocking fee.
We do not accept returns for used or defective products. We do not sell used
products, and you will not receive any used or refurbished merchandise
from us.
Please contact us if you wish to return any products. Items must be brand new (never used), in perfect condition, with all manufacturer's packaging. We will issue you an
RGA number and return instructions on how and where to
ship the products.
Items returned after 30 days or without an RGA number are subject to a higher restocking fee and may delay the processing of your credit.
Non-listed and quoted items (items that do not have prices
listed on our web pages and/or items that you received a special quote on)
are considered special order items and may not be
returned.
Items that were NOT shipped by a Standard Carrier (for
example, UPS, FedEx, USPS) may NOT be returned. Items that ship by freight may not
be returned. For example, items such as tubs may not be returned. If they are defective, you
will either receive a replacement or it will be repaired, but we do not accept returns
for items that ship by freight.
Shopping by mail-order has many good points (low prices, shipped right to
your door, less hassles because no waiting in line, etc) and a few less
positive ones such as; you can't physically see (or touch) the products, it
takes a few days to get to you and if you need to return it, it is more
costly and less convenient.
It isn't easy or convenient (for you or us) when you need to return
something. If you aren't certain the products you are ordering are
EXACTLY what you want/need and expect; please do not order it from us. Keep in mind,
items returned after 30 days are subject to a higher restocking fee or may not be returnable at all. |
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NON
Returnable
Items:
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Items that are heavy or large (items that ship by freight)
may NOT be returned. Items such as tubs may not be returned.
If they are defective, you will either receive a replacement or it will be
repaired; but we do not accept returns on items that ship by freight.
Also, items that are "special ordered/quoted" cannot be returned.
Items stated as non-returnable on the page from which they are ordered may not be returned.
Items that have sanitary issues such as toilet/bidet seats cannot be returned.
Items that you have installed cannot be returned.
Items that are not brand new and/or missing any of the manufacturer's
packaging cannot be returned.
Items that have been specially manufactured for your order, such as the
3-phase Eemax water heaters, may not be returned.
Items that have been cut-to-order such as, spa flex and
copper tubing may not be returned.
Also, items that have a shelf-life, such as, reverse osmosis membranes
may not be returned. |
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Returns - if you ordered wrong:
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If you made an error and ordered the wrong products (from the items that
have listed prices on our web pages; not special quoted products), and wish
to return the product; you will need to e-mail us and request an
RGA number and return instructions.
Please do NOT return any product that you have ordered without prior contact. Many products ship
direct from the manufacturer or one of their access warehouses and often
need to be returned to the same warehouse. These warehouses will refuse
deliveries that are not properly marked and documented with issued RGA
numbers. This will make processing your credit
very difficult and may delay your credit.
Returns of incorrectly ordered products are subject to a
restocking fee. If
you have ordered incorrectly, wish to reorder the correct product and return
the incorrect product, your restocking fee can be as low as 10%.
Your reorder must be placed prior to your credit being processed. Also, the "reorder" product must be
a similar product, both in price and type of product. For example: A $200.00 sink must be replaced with a sink costing nearly the same amount, a faucet of specific value must be replaced with a faucet of the same value, etc. If you wish to reorder
right away, reference will be made to your return on your reorder to ensure
that you receive the lower restocking fee.
If you need to apply your credit to your reorder, you can do so;
but we will need to receive the product and/or credit for the product before doing so.
If you wish to return a product but do not place a reorder, the
restocking fee
will be 15% - if returned within thirty (30) days of receipt of the product. If you return an original product, reorder a replacement
and then return the replacement product, you will be assessed a 25%
restocking fee for
the return of the reorder.
In the past we have shipped products over and over again until our customers found
something they liked. We do not ship "trial" products; we choose not to operate this way. |
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RGA Explanation:
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When it is necessary to return a product,
please contact us via e-mail
prior to doing so. All returns, regardless of how they were
shipped or where they were shipped from must be referenced by an RGA Number
(Returned Goods Authorization Number).
Items returned without an RGA number may be set aside until we hear from the
customer OR even refused delivery entirely. We process thousands of orders weekly, and subsequently receive a sizable number
of returns. If not referenced by an RGA Number, a returned package will
need to be researched so that the customer can be contacted regarding the
return. This results in higher overhead, higher prices, and
delays the processing of credit.
This system is necessary to ensure that you receive proper
credit in a timely fashion.
When you contact us via e-mail requesting an RGA to return a product, we
will either issue the RGA at that time, or contact the warehouse that it
shipped from and request that one be issued. If we need to receive the
RGA from another warehouse, we will let you know by forwarding the
information to you along with shipping instructions
as soon as we receive it from them. The instructions for return must be
followed carefully.
Once the product has been received at our warehouse, it will
be inspected and you will be credited for the returned product less the
applicable restocking fee and original shipping and processing charges.
If the product is returning to another warehouse, they will contact us once
they have received the product, inspected it, and we have been issued credit.
Once we have been credited for the return, your credit will be issued less
the restocking fee and original shipping and processing charges.
All returns are subject to a restocking fee. If a reorder is placed
for a similar (as well as costing close to the same
amount of the original) product, the restocking fee can be lowered to 10%. Please note that if for some reason the
reorder must be returned, the restocking fee for the reorder will be 25%/ |
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Restock Fee:
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All returns are subject to a restocking fee. We have a standard restocking fee of
15% on all returned items. If you wish to return a product but do not place
a reorder, the restocking fee will be 15%. If a reorder is placed for a similar product (costing nearly the same amount),
the restocking fee can be lowered from 15% to 10%.
For a product to be considered a "reorder", it must be for a product that directly
replaces the item that's being returned, in both price and type. For example: If a $200.00 sink is returned, the reorder must be for a sink of comparable value.
Please note that if for some reason the reorder must be returned,
the restocking fee for the return of the reorder will be at least 25%. Also, items returned after 30 days
are subject to a higher restocking fee or may not be returnable at all. We will let you
know our decision when we respond to your request.
Your reorder must be placed prior to your credit being processed. If you wish
to reorder right away, reference will be made to your return on your reorder
to ensure that you receive the lower restocking fee. If you need to apply your credit
to you reorder, you can do so, but we will need to receive the product and/or credit
for the product before doing so.
If you return a product, reorder, and then return the reordered product, you will be
assessed a restocking fee of at least 25% for the return of the reorder.
In the past we have shipped products over and over again until our customers found
something they liked. We do not ship "trial" products; we choose not to operate this way.
There is substantial cost in processing orders and shipping products. There
is also cost in returning products; messages must be answered, RGA’s
issued, products received and restocked, paperwork
processed and mailed, etc. For this reason, we adhere strictly to our
Return Policy to keep those rare customers from "trying" and "trying"
products.
We are a plumbing supplier and some people (very few) think that
we "should" operate like a shoe store. What we are trying to say is this:
If you don't know exactly what you need or are not sure of a product,
whether or not it will work for you, or whether it is the quality you are
expecting, you are better off purchasing it locally. Mail-order is great and
so is the Internet, but with some products it is better to deal with a
local supplier. Over 99% of our customers are happy with us, and we have
tens-of-thousands of satisfied customers. We would rather lose a sale than
ship products to people who have expectations that we cannot meet, and who
will or could end up unhappy with us. Because of that, we again say:
If you aren't certain of what you want or need, please do not order
from us. |
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Questions?
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If you have any other return questions, please contact us before placing your order.
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If we make a mistake (no one is perfect) we will own up to it and do whatever we have to - "to make it right."
We hope that if a customer makes a mistake or changes their mind that they will accept responsibility.
Nationwide Warranty Protection:
No matter where you live within the US, manufacturers provide a complete warranty with every product.
to no waiting on hold
We wish that we could accept all returns without any questions or limitations.
But, because we plan on being here in the future, that is just not possible.
Testimonials about how we deal with errors and returns:
Our percentage of errors is much less than 1%, but we are human.
Please note: we have received written permission to show all of the following unsolicited customer notes/words/names/cities:
"...I'll admit when I realized the wrong parts had been shipped, a dread came over me wondering
what kind of hassle it was going to be to get it straightened out. We build pumping skids
and I buy all kinds of equipment and hardware from many vendors.
This was as painless and easy to make right as I've ever come across-absolutely no hassles at all.
....Great service!"
- Michael Cofer, Tucker, Georgia 30084-5017
"...I, and my friends, will use you for all future orders, and again, I thank you for your efficient and fair way you handled this problem.
It's refreshing to deal with an organization that REALLY has the customer at heart. Hoping to do business with you in the future."
- R. E. (Ed) Smith, Lake Stevens, Washington 98258-8668
"Thank you for your kind consideration and excellent customer support. I will feel comfortable in doing
business with your organization in the future based on you eliminating the usual hassle factor.
Much appreciated and please share this email with management so that they are aware that customers truly appreciate companies that are customer service friendly."
- Stephen Eichler, Chevy Chase, Maryland 20815-4414
"Great service to say the least. I really appreciate the effort and results on your behalf to make me completely happy with my purchase....Rest assured I will pass on my experience with your company, product and superb service."
- Douglas Byrum, Chillicothe, Ohio 45601-8440
"I just wanted to let you know I have been very pleased with your business.
Sometimes I'm leery about ordering products from businesses through the Internet, especially if I've never heard of the company. Before I came across your website, I'd never heard of your company, but I thought I'd give it a chance.
I ended up ordering a shower curtain rod enclosure (which ended up being not what I expected-no fault on your part).
I then returned it as per your company's request and ordered another one. The entire process went smoothly. I've book marked your website - when I need plumbing supplies, I'll look for you first.
Thank you for your good service. "
- Ms. Sheila Dull, Toledo, Ohio 43606-2325
"...There is no need to apologize for a 'mistake' like that....
I want to thank you for doing an excellent job of informing me through the entire process.
It is nice to know this day and age that there is still a company that cares about their customers and doing their
job professionally...It is a pleasure doing business with you and should I need plumbing supplies in the future,
you can rest assured your company will be the first one I contact...I have had dealings with companies (not necessarily all plumbing companies :-) ), both on-line and off-line and your team demonstrated more professionalism through e-mail (no easy task) than some people you meet face to face."
- Michael Barton, Hamilton, New Jersey 08619-1369
"I returned the spout, via UPS. For what it is worth, I am very pleased with your service and
will definitely recommend The PlumbingSupply Group to my friends."
- Mr. Dennis Fowler, Otego, New York 13825-3204
"...I was genuinely impressed with the polite and efficient response from your staff and the subsequent follow ups. Yes plural.... I want to thank you and your staff for the professional way my order and satisfaction was handled. You said what you would do and did more than you said. Most of all it was the right thing for this customer....I wish you all the continued success and your company has the metal that great companies are made of. Congratulations. P.S. - I have over twenty-five years in the management and the building of service and support business...you're tops."
- Robert Perks, Lighthouse Point, Florida 33064-7268
"You are a Saint! You don't know how good it is to deal with a company like yours.
You have made my week.....I will tell others about your company."
- Jim Bohn, Ferndale, Maryland 21061-2617
"...She explained that all I need to do is put the defective unit into the box and include the 'returned material request' paperwork with the old unit within seven days...Your Company is easy to do business with, as demonstrated by your quick, easy and efficient return policy. Your focus on Customer satisfaction
is very impressive and the next time I need plumbing supplies I plan to order from you."
- Bob Buckley, Stockton, California 95206
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