Categories

Site Information

Shipping & Returns

Shipping & Returns:  FAQ's

Click on the below questions to view the answers or scroll down to read our policies regarding shipping and returns, as well as to read all of the frequently asked questions.

 

Order Processing

Typically it takes us 1-2 business days to process your order, package it, and ship it out.  This is the case for roughly 90% of orders.  If we have your products in stock, we can typically ship out the order the same day (if you order before 2:00 p.m. EST) or the next business day (if after 2:00 p.m. EST).  In some cases, customers may order products that we do not currently have in stock, but we can generally get those products in stock within 2-3 business days, or we can drop ship them to you directly from the manufacturer.

 

Shipping Information

We currently only ship to addresses in the United States. Note that there are restrictions on some products, and some products cannot be shipped to certain destinations.  We will contact you promptly should you order a product that has any such shipping restrictions.

Most orders are shipped via UPS Ground, and delivery takes 3 to 5 business days.  Our website can provide you with a shipping estimate - just add products to your cart and click the "estimate shipping & tax" button in the shopping cart for a quote.

In some cases, we may substitute an alternative shipping method at our discretion.  Typically this is for larger, heavier products that UPS doesn't ship.

We provide tracking numbers for all shipments, and your tracking number will be emailed to the email address you associate with your order.  Please note that tracking numbers are only provided AFTER your package actually ships, so it typically takes a day or two to receive this.  Because we work with outside shipping companies to ensure all shipments go out as timely and cost-effectively as possible, it isn't always possible to provide tracking information immediately upon shipment.

In some cases, we may drop ship your order direct from a manufacturer if we do not have those products in stock when you order.  If this is the case, we will cover any additional shipping costs, so your cost is the same as if we shipped it direct from our warehouse.

Please note that we cannot deliver to P.O. boxes, as the majority of our shipments are delivered via UPS.

 

Returns Policy

You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).  If it was your error (your ordered the wrong product), then we will credit you back for the cost of the product, less a 25% restocking fee, and you are responsible for any shipping costs.  

You should expect to receive your refund within four weeks of giving your package to the return shipper; however, in many cases, you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return an item, please contact us in advance, and we will issue a "Returned Goods Authorization Form" for you to send along with the returned goods package.

Please note:  We do not accept returns for Pipe, PVC Duct Fittings, or any custom or fabricated items, unless the error is our fault.

 

 

Frequently Asked Questions (Shipping, Processing & Returns):

 

How long will it take from when I order to when I receive my products?

Per the above-stated policies, most orders take 1-2 business days to process and then 3-5 business days for shipping.  In some cases, if we are out of stock or need to drop ship the product to you, it can add a day or two to this timeline.  As such, we generally say 4-7 business days is the expected time frame from when you order to when your shipment should arrive, but in some cases it may be a couple of days faster or slower depending on a variety of factors.

If for some reason you order a product that we cannot get to you within 10 business days, we will let you know, and you are free to cancel the order, and we'll issue you a refund.  Most orders arrive within 4-5 business days of placing your order.

 

Do you have XYZ product in stock?

We carry our top selling products in stock in our warehouse and do our best to keep an ample supply on hand.  Chances are that we'll have the products you order in stock when you order.  However, even for products we don't have in stock, we can typically get them within 1-2 business days, as we receive daily shipments from our manufacturers.  If for some reason it will take longer than that, we can also drop ship the product to you directly from the manufacturer, so you'll generally receive it along the same timeline whether we have it in stock or not.

The one noteable exception to this policy is for valves.  We buy our valves in large orders in order to get the best possible pricing, and as such, if we are out of stock, it typically can take up to a few weeks before we get that particular valve back in stock.  Therefore, we do our best to label all valves as "out of stock" on the product detail page on our website if they are indeed out of stock.  

 

Do you offer overnight or expedited shipping?

Generally speaking, we do not offer expedited shipping for general orders placed through the website or over the phone.  For custom-quote orders (over $1,000), we can quote expedited shipping as part of the custom quote.

 

How many shipments or packages will my order contain?

It depends...  Typically, the more products you order and the wider range of products you order will necessitate us packaging the order into multiple boxes, which will each get their own tracking number.  Also, in some cases, we may have part of your order in stock in our warehouse, whereas another part of your order may be drop shipped from a manufacturer.  Once your order has shipped, we'll provide a tracking number for each package, and you can contact us at any time should you need to know the total number of shipments for your order before receiving them.

 

What happens if I order the wrong product?

If you order a product and we ship you that product, but you find out you ordered the wrong size or otherwise the wrong product, then you can contact us to do a return.  In this case, as the correct product was delivered, you would be subject to a 25% restocking fee, and the cost of shipping the products back to our warehouse in South Carolina would be at your expense.  

Before returning the products, please contact us to make us aware of the situation and to request a Returned Goods Authorization Form.  You can then ship the products back to us along with the form.  Once received, we will then inspect the products and make sure they are in unused condition and able to be re-sold before issuing you a credit.  The credit would be issued back to the same credit card used to pay for the order and would be for the price you paid for those products (plus tax), minus the restocking fee.

For example, if you ordered $100 in products and were charged $7 in sales tax and $13 in shipping, then you would be credited back a total of $80.25 once your products were returned and checked in.  This represents a refund of your product cost ($100) plus tax ($7), which comes to $107, less the 25% restocking fee ($26.76).  

The sales tax you pay is refundable, however, only partially as the restocking fee is also subject to sales tax.  In the case that you ordered the wrong product, you are not elligible for a refund on the shipping fees paid when we shipped out your order, and you are also responsible for shipping the products you are returning back to us at your expense.

Exception:  We do not offer returns for Pipe, PVC Duct Fittings, or for any fabricated or special/custom order items.

Please note that if you are returning products whereby the return is at our fault - perhaps we shipped you the wrong products, or the products are faulty, then we will refund your full amount paid (including all tax and shipping fees), and we'll also provide a return mailing label for you to ship us those goods at our expense.

 

What happens if my products are damaged during shipping?

Coming soon...

 

What happens if my shipment is missing products?

If your package is missing items, the best thing to do is simply wait a day or two.  It is common for us to ship your order in multiple packages (depending on what was ordered) and most of the time it's simply the case that one box got there before the others.  This is typically the case if part of your order was drop shipped from a manufacture, whereas the rest was shipped directly from our warehouse.

You can generally tell if your order was shipped in multiple packages by checking your email for the shipping notication email, which should provide details and may list multiple tracking numbers.

If it has been several days and you are still missing products, or if you know that all of your packages were received and you are still missing products, then please notify us immediately, and we will make sure to get the missing products to you as quickly as possible.

 

What happens if my shipment contains the wrong products?

If your shipment contains the wrong products, please look at your order confirmation email to make sure you ordered the correct products initially.  If you did and the products you were shipped do not match what you ordered, then please notify us immediately, and we will provide you with a Returned Goods Authorization Form to return along with the products, as well as a UPS shipping label (at our expense), so you can return the products to us.  We will also ship you out the correct products as quickly as possible.