Ordering

Does BuyPumpsDirect.com accept phone, fax or email orders?
All ordering, price quotes, stock status and shipping quotes are provided online or by telephone. Please note that all telephone orders are processed the same as online orders. Call 888-668-9345 to place an order.

Can I add, change or remove items from my order after it has been submitted?
No. Once an order is submitted it can only be amended or edited by contacting BuyPumpsDirect.com customer service. Click here to Contact Us. Once our warehouses have shipped an order, products cannot be added or canceled.

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?
BuyPumpsDirect.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 BuyPumpsDirect.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 BuyPumpsDirect.com representative should be able to help best estimate the delivery time of a product based on warehouse and manufacturer information.

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

Does BuyPumpsDirect.com charge sales tax?
Only if the products purchased are being shipped to or billed to a California address. BuyPumpsDirect.com main office is located in California and therefore these orders are subject to a sales tax. If you are a tax-exempt government agency or have a Reseller’s permit in California, please call 888-668-9345 so that a BuyPumpsDirect.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, may take 24-48 hours to drop off of your pending transactions.

Account Information

Do I have to create an account to order from BuyPumpsDirect.com?
Yes. 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. Before confirming your order, you will have the opportunity to review the product order form and make changes and additions to the information as it pertains to your order and your account.

Is the BuyPumpsDirect.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.

What can I use my BuyPumpsDirect.com account for?
The BuyPumpsDirect.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.

Why is my email address different through Google Checkout?
Each time you purchase something with Google Checkout, you can decide whether you'd like to keep your email address confidential. During checkout, you can select to keep your email address private. If you select to keep your email address private, Google will forward all emails from our store to the address listed in your account, without actually sharing your real email address with BuyPumpsDirect.com. In this case Google Checkout assigns a temporary email address to BuyPumpsDirect.com which is why the email address associated with your account is different.

Contact

What information should I provide when I call or email BuyPumpsDirect.com?
When contacting BuyPumpsDirect.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 you are interested in.

Does BuyPumpsDirect.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 are placed online and shipped from our various warehouses.

Shipping

What is BuyPumpsDirect.com’s shipping rates and policies?
BuyPumpsDirect.com usually ships items via UPS and prices will vary depending on location, weight and shipping method. Heavier items will ship via a freight truck. If you have any questions or concerns regarding shipping, please call 888-668-9345.

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

Are all items shipped via the same method?
BuyPumpsDirect.com ships all normal shipping items via UPS. 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 Freight 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 taking delivery.

How can I track my order?
You can track your order online using the UPS tracking number. If your order is a freight shipment you may have to go to the shippers website and enter the pro number.

Does BuyPumpsDirect.com ship internationally?
Not Usually. However, if it is a special case, please call Customer Service at 888-668-9345 to make arrangements.

Does BuyPumpsDirect.com ship to APO or FPO addresses?
No. BuyPumpsDirect.com does not ship to APO or FPO addresses please contact our customer service department for special requests.

Why was my order sent in multiple packages?
BuyPumpsDirect.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 BuyPumpsDirect.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?
Please Contact Customer Service at 888-668-9345 immediately.

Returns

How do I return a product?
Please Contact Customer Service at 888-668-9345

What address should I send my return to?
BuyPumpsDirect.com
Attn: Returns Department
11744 Clark Street
Arcadia, CA 91006

Can I exchange my product for a different product?
No. BuyPumpsDirect.com will replace an item if necessary but if you would like to receive a different item a new order would need to be placed.

Approximately how long will it be before a refund/credit actually appears on my credit/debit card?
Once the return 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.

What is the restocking fee?
BuyPumpsDirect.com applies a 20% restocking fee to orders unless the products are defective.

When and why are restocking fees applied?
BuyPumpsDirect.com charges a 20% restocking fee on all returned items, unless they are 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.