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FAQ

PlumberSurplus.com's Frequently Asked Questions (FAQ) is a list of the most common questions and their responses as they pertain to both account and ordering information as well as our most popular product lines. In addition to answers found in our FAQ, our buying guides and videos provide valuable insight to assist you in making purchasing decisions.

Table Of Contents

Ordering
Account Information
Contact Us
Shipping
Returns
Can't Find What You Are Looking For?

Ordering

Does PlumberSurplus.com accept phone, fax, email or mail orders?
I think I may have inadvertently placed a duplicate order. What should I do now?
How can I check my PlumberSurplus.com order status online?
Can I add, change or remove items from my order after it has been submitted?
How long does it generally take to process an order?
What happens if an item is backordered?
What happens when an item is out-of-stock?
What payment methods does PlumberSurplus.com accept?
Does PlumberSurplus.com charge sales tax?
My company is tax exempt, how can I purchase products without tax?
Why would my credit/debit card be declined when I know for certain that I have the funds available?

Account Information

How can I log in to my PlumberSurplus.com account?
How can I retrieve my password?
Do I have to create an account to order from PlumberSurplus.com?
Is the PlumberSurplus.com website secure? What types of security features are utilized to safeguard my information?
What can I use my PlumberSurplus.com account for?

Contact Us

What is the best way to contact PlumberSurplus.com?
What information should I provide when I call or email PlumberSurplus.com?
Does PlumberSurplus.com have a walk-in store or will call facility where I can physically pick-up my merchandise?

Shipping

What is PlumberSurplus.com’s shipping rates and policies?
Does PlumberSurplus.com offer free shipping?
Does PlumberSurplus.com ship to P.O. Boxes?
When can I expect delivery of my PlumberSurplus.com order?
Are all items shipped via the same method?
What is the difference between freight shipments and regular shipments?
How do I get my tracking number?
How can I track my order?
Does PlumberSurplus.com ship internationally?
Does PlumberSurplus.com ship to APO or FPO addresses?
Why was my order sent in multiple packages?
What do I do if my products arrive damaged?

Returns

How do I return a product?
What is the return policy for PlumberSurplus.com?
Is it mandatory to have an RMA number in order to return a product to PlumberSurplus.com?
What address should I send my return to?
Can I exchange my product for a different product?
Approximately how long will it be before a refund/credit actually appears on my credit/debit card?
Approximately how long does it take for PlumberSurplus.com to process an RMA?
What should I include with my RMA?
When and why are restocking fees applied?
Does PlumberSurplus.com pay the return shipping cost for defective merchandise?
My return package has been received by PlumberSurplus.com, what happens now?
How do refunds/credits work?
How is a refund/credit applied?

Ordering

Does PlumberSurplus.com accept phone, fax, email or mail orders? All ordering, price quotes, stock status and shipping quotes are provided online or by telephone. You can contact us via fax, email or mail for price quotes. Please note that all telephone orders are processed the same as online orders.

I think I may have inadvertently placed a duplicate order. What should I do now? Call PlumberSurplus.com customer service at 951-588-0385 or 888-859-2080. We will cancel the order for you as long as it has not yet been shipped. If duplicate orders have been shipped, please let customer service know and they will advise you with the best next step to take.

How can I check my PlumberSurplus.com order status online? Go to your account at PlumberSurplus.com and log in using the email address and password associated with your PlumberSurplus.com order. Once inside the your account page you can click on the order you would like check on and you will be given status on the items on that order. If you did not create a PlumberSurplus.com account, please contact customer service for order status.

Can I add, change or remove items from my order after it has been submitted? If you would like to request a cancellation of an item after the order has been submitted, you can log into your account, click on the order, then click cancel next to the appropriate item. Please Note: Once our warehouses has shipped an order, the order can no longer be cancelled or modified. We currently do not add additional products to existing orders. If you would like to purchase additional products you may do so online or by contacting customer service to assist you in placing a new order.

How long does it generally take to process an order? It usually takes one to two business days for us to process an order (prior to shipping it). Once the order has shipped, your estimated time of arrival will be determined by your selected shipping method. Estimated shipping dates are based on several factors, including how quickly we can obtain and assemble items for shipment.

What happens if an item is backordered? PlumberSurplus.com tries to accurately estimate ship dates on a product by product basis, occasionally products will be backordered by the manufacturer. If this is the case PlumberSurplus.com can ship the item as soon as we receive our shipment from the manufacturer or cancel the order and issue a full refund depending on customer preference.

What happens when an item is out-of-stock? Not all products listed on our site are immediately available for shipping. We do our best to accurately estimate when items will ship from our facilities. These estimates are based on several factors, including how quickly we can obtain and assemble items for shipment. If a product is out of stock lead times may vary. A PlumberSurplus.com customer service representative should be able to help best estimate the delivery time of a product based on warehouse and manufacturer information, and from there the customer can figure out whether they can wait or would like to cancel the item.

What payment methods does PlumberSurplus.com accept? PlumberSurplus.com accepts all major credit cards as well as checkout through Paypal. Checks will also be accepted upon approval. Orders paid for by check will not be shipped until the check clears.

Does PlumberSurplus.com charge sales tax? Only if the products purchased are being shipped to, or billed to a California address. PlumberSurplus.com's main office is located in California and therefore these orders are subject to California sales tax.

My company is tax exempt, how can I purchase products without tax? If you are a tax-exempt government agency or have a Reseller’s permit in California, please fax the appropriate documentation to 951-588-0463 and call customer service at 951-588-0385 or 888-859-2080 so that a PlumberSurplus.com representative can set up your account accordingly.

Why would my credit/debit card be declined when I know for certain that I have the funds available? A credit card can decline due to an incorrectly-entered credit card number, an address mismatch, an incorrect expiration date, a daily limit, insufficient credit or other reasons. Contact your credit card company for more information. Please note that authorizations that have been declined, may take 24-48 hours to drop off of your pending transactions.

Account Information

How can I log in to my PlumberSurplus.com account? If you have created a PlumberSurplus.com account, you can log in to your account by clicking on the Your Account icon in the top right hand corner of the PlumberSurplus.com website. Once at the on the login screen simply enter the email address and password associated with your account.

How can I retrieve my password? If you do not know your PlumberSurplus.com password click on the Forgot Your Password link. This will take you to the retrieve your password screen, from this screen enter your email address associated with your PlumberSurplus.com account and we will email you temporary password.

Do I have to create an account to order from PlumberSurplus.com? We recommend that you create a PlumberSurplus.com account to facilitate post order inquiries, however we do have the option to checkout as a guest. When you order from us we will collect your name, e-mail address, billing address, shipping address, telephone number, and product selections. We do this to fill your order, and to communicate with you about your order.

Is the PlumberSurplus.com website secure? What types of security features are utilized to safeguard my information? Yes. In order to most efficiently serve you, credit card transactions and order fulfillment are handled by established third party banking, processing agents, and distribution institutions. They receive the information needed to verify and authorize your credit card or other payment information and to process and ship your order. When you access your account information, the information is kept on a secure server. All of the customer data we collect is protected against unauthorized access by physical security means. No credit card information is stored on our server, which is why you must enter it every time you place an order with us. This is done to give you even more security when you shop with us. For more information regarding security please see our Security Policy.

What can I use my PlumberSurplus.com account for? The PlumberSurplus.com account you just set up allows you to securely store your account information, print order confirmations, track shipments, change your email and password, update your billing and shipping address and view your order history.

Contact Us

What is the best way to contact PlumberSurplus.com? The easiest way to contact a PlumberSurplus.com representative during normal business hours is through our live chat message system. When live chat is not available, you can click to leave a message or email customer service directly at info@PlumberSurplus.com

What information should I provide when I call or email PlumberSurplus.com? When contacting PlumberSurplus.com for information regarding an order please provide your order number, if this information is not readily available to you please provide your email address or full name. If you are looking for information regarding a product please provide the manufacturer name and model number and the color, material or finish you are interested in.

Does PlumberSurplus.com have a walk-in store or will call facility where I can physically pick-up my merchandise? We do not have a walk-in store or will call facility. All orders do have to be placed online and are shipped from our various warehouses.

Shipping

What is PlumberSurplus.com’s shipping rates and policies? For more information regarding shipping, please see our Shipping Policies.

Does PlumberSurplus.com offer free shipping? PlumberSurplus.com offers free shipping on thousands of products. Please Note: Free shipping is not available to Hawaii or Alaska. For shipments outside the United States please see our International Shipping Policy.

Does PlumberSurplus.com ship to P.O. Boxes? No. PlumberSurplus.com does not ship to P.O. Boxes.

When can I expect delivery of my PlumberSurplus.com order? For more information regarding estimated shipping, please see our Delivery Estimates.

Are all items shipped via the same method? PlumberSurplus.com ships all standard shipping items via UPS and FedEx. Freight items are shipped through various freight companies depending on where the order is being shipped.

What is the difference between freight shipments and regular shipments? Orders that are shipped via Light Truck Load (LTL) freight exceed standard size and/or weight restrictions, and require a customer telephone number so that the delivery company can schedule a delivery appointment. When freight products are delivered they must be thoroughly inspected prior to signing for delivery.

How do I get my tracking number? Go to your account at PlumberSurplus.com and log in using the email address and password associated with your PlumberSurplus.com order. Once inside the your account page you can click on the order you would like check on and you will be given status on the items on that order. If you did not create a PlumberSurplus.com account, please contact customer service for tracking information.

How can I track my order? You can track your order online by using the tracking number which can be found in your account. Once in your account, click on the order that you would like to track, the tracking number will automatically link to the shippers website where detailed tracking information is available. If your order is a freight shipment you may have to go to the shippers website and enter the tracking information.

Does PlumberSurplus.com ship internationally? PlumberSurplus.com ships to almost any international destination. We have partnered with International Checkout to provide payment processing and order fulfillment for international customers. International shipping rates, carriers, and methods will be determined by International Checkout. Please see our International Shipping Policy

Does PlumberSurplus.com ship to APO or FPO addresses? We do apologize, but PlumberSurplus.com does not ship to APO or FPO addresses.

Why was my order sent in multiple packages? PlumberSurplus.com may decide to package your items separately due to weight or size concerns. The most common reason why multiple boxes are used for a single order is that PlumberSurplus.com has multiple warehouse locations. If items are stocked in different warehouses they cannot be boxed together.

What do I do if my products arrive damaged? You can log in to your account at PlumberSurplus.com and request a Return Merchandise Authorization (RMA). Please specify how the products are damaged so that a PlumberSurplus.com representative can start a damage claim with the shipping company and ship a new product to you. You can also contact contact customer service at 951-588-0385 or 888-859-2080.

Returns

How do I return a product? Before returning a product please make sure that your return satisfies the requirements of our Returns Policy. To return a product request an Return Merchandise Authorization (RMA) by logging in to your account at PlumberSurplus.com. If you did not create a PlumberSurplus.com account, please contact customer service to request an RMA.

What is the return policy for PlumberSurplus.com? PlumberSurplus.com allows 30 days to return an item that is unused and is in resalable condition, because we understand that contractors, plumbers, and building projects can be delayed or entire designs may change by the time of installation. For more information please see PlumberSurplus.com's Returns Policy.

Is it mandatory to have an RMA number in order to return a product to PlumberSurplus.com? Yes. You must obtain an Return Merchandise Authorization (RMA) number within the applicable Returns Policy period. PlumberSurplus.com will not accept returns without prior authorization. Please Note: RMA number must be visible on the outside of any return package.

What address should I send my return to? Once your Return Merchandise Authorization (RMA) has been approved, you will receive a follow up email providing you with the location of one of our various warehouses. Please Note: Do not return the package to the ship from location noted on the delivery label. This will delay the returns process significantly.

Can I exchange my product for a different product? PlumberSurplus.com can issue a refund for the returned item, you can then place a subsequent order for the new item.

Approximately how long will it be before a refund/credit actually appears on my credit/debit card? Once the returned items have been received, inspected, and approved, it takes us approximately three business days to process a credit back to your credit card and 2-3 business days for it to appear on your statement.

Approximately how long does it take for PlumberSurplus.com to process an RMA? Please allow approximately three business days to process your return after it has arrived at our Returns Warehouse.

What should I include with my RMA? When preparing your return, be sure your return satisfies the requirements of our Returns Policy. Ship the product in a sealed package with plenty of padding. Place a printout of your order confirmation on the inside of the package. Please Note: RMA number must be visible on the outside of any return package, if the RMA number is not visible the package will be delivery refused by our returns warehouse.

When and why are restocking fees applied? PlumberSurplus.com charges a 20% restocking fee on all returned items not damaged or defective. The restocking fee covers any necessary re-boxing and/or re-packaging of the product that will need to be done, and all fees associated with returning the item to stock in one of our warehouses.

Does PlumberSurplus.com pay the return shipping cost for defective merchandise? Yes. PlumberSurplus.com will pay the shipping costs to have defective items shipped back to us, assuming the items are determined to be defective according to manufacturer specifications.

Does PlumberSurplus.com cross-ship replacement merchandise? No, PlumberSurplus.com does not offer cross-shipping. If you are in need of the item immediately, place a new order and PlumberSurplus.com will refund your original order when the item is returned to us.

My return package has been received by PlumberSurplus.com, what happens now? Once a representative in our returns warehouse receives and inspects the return, a refund will be issued back to your original payment method.

How do refunds/credits work? If you request a refund, your original method of payment will be credited as soon as possible after your return is processed and approved.

How is a refund/credit applied? A refund/credit is applied to the original method of payment.

Can't Find What You Are Looking For?

If you have a question that we have not answered in this guide please Contact Us and we would be happy to help you answer that question.