| |
Some topics below include:
|
When you receive your merchandise
|
Please open all boxes immediately and check contents. We must
be notified of any damaged or defective products within 2 business 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.
|
|
|
Wrong Products Received:
|
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 contact us using this online RGA request form. We will issue an RGA number
and return instructions on how and where to return the product. We will ship you
the correct product and pay the shipping costs both ways.
If you ordered the incorrect product and would like to return it, then please see the "Returns" section.
|
|
|
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 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.
|
|
|
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 ground rates/charges (not 2nd day air) that the shipping company 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, a restocking fee will be assessed
and your original shipping and processing charges will not be refunded.
If after 30 days of receiving your product, it proves to be defective,
we would like for you to deal with the manufacturer. They will inform you on how to proceed based on their policies.
|
|
|
Returns:
|
CRITERIA REQUIRED FOR RETURNING ITEM(S):
- Must be within 30 days from the day you received the item
- Item must not have been installed
- The item must be in perfect resalable condition in the original packaging
- The item must be listed on our site; custom orders or quoted items are non-returnable
- Item must have been shipped by a Common Carrier (UPS/FedEx/USPS)
If the above criteria is met, then we will issue an RGA number.
If you ordered the wrong products and wish
to return the product, you will need to use our online form and request an
RGA number.
Please do NOT return any product that you have ordered without using our online RGA request form. Many products ship
direct from the manufacturer or one of their access warehouses and need to be returned to the same warehouse or different location. 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.
|
|
|
NON
Returnable
Items:
|
ITEMS THAT ARE NOT RETURNABLE:
Items in your possession for more than 30 days may not be returned.
Items that have been installed may not be returned.
Items that don't have original packaging may not be returned.
Items that have been used may not be returned.
Items that are quoted (not listed on our web site) or custom ordered may not be returned.
Items that ship by a freight company may not be installed (mainly heavy items like: bath tubs, large sinks, drinking fountains, outdoor showers, etc) - If an item ships by freight (not UPS/FedEx/USPS), it will be noted on the page that the product shows up on.
|
|
|
RGA Explanation:
|
Returned Goods Authorization (RGA)
When it is necessary to return a product,
please contact us using our online RGA request form
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.
Packages returned to us or to the manufacturer without an RGA number will be refused and returned to you. We process thousands of orders weekly and subsequently receive a sizable number of returns. Thus, handling returns in the manner that we do is necessary to ensure that you receive proper credit in a timely fashion.
When you request 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. 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.
|
|
|
Restocking Fee:
|
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 about the same amount or more as the original item, the restocking fee will be reduced from 15% to 10%.
For a product to be considered a "reorder", it must be for a product that directly
replaces the item that is being returned, in both price and type. For example: If a $200.00 sink is returned, the reorder must be for a sink that costs about the same price (not more than 10% less than the original cost of the sink). In this case you would need to order a sink costs at least $180.
If for some reason the reorder must be returned,
the restocking fee for the return of the reorder will be at least 25%.
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 your reorder, you can do so, but we will need to receive the product and/or credit
for the product before doing so.
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. Therefore, a restocking fee is required in order to keep our prices at their lowest.
|
|
|
Summary:
|
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 say:
please be certain that the product(s) you are ordering are exactly what you want/need before placing your order with us.
|
|
|
Questions?
|
If you have any other return questions, please contact us before placing your order.
|
|
RGA Request
|
If you have read and understand our return policy, and would like to request an RGA number, please click here to begin the process.
|
 |
Ten Testimonials about how we deal with errors and returns:
(click here to read over 500 other Testimonials about us):
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
|
|