FAQ

Who is Plumbing Base LLC?
We are a group of former plumbing contractors, who after years of purchasing plumbing supplies the old-fashioned and time-consuming way, discovered the efficiency, reliability, and savings of purchasing plumbing supplies over the internet. This discovery became the catalyst that founded Plumbing Base LLC. Today, Plumbing Base LLC provides a high-value and quality selection of plumbing supplies to our customers, along with superior service. We are able to do this by maintaining excellent relationships with manufacturers, suppliers, and key industry leaders, as well as utilizing the natural cost-efficiency of operating a web based business. We take great pride in our commitment to quality, value, reliability and customer service.

Do you have a catalog of products?
Yes. Our catalog of plumbing supplies is posted on this website. In order to keep our prices so low, we cut costs by not printing a paper catalog. But please feel free to download and print any of our website pages.

What is your privacy policy?
We respect your privacy. Your personal information will never be sold, traded, or rented to third parties. Click here to view our full privacy statement.

What if the product is damaged en-route?
Please inspect all boxes and packages before signing for them. Should you notice any damage to the packaging or its contents, you must note that on the shipper’s bill of lading, or refuse to accept the shipment. In the event that the damage is hidden (i.e. not visible from viewing the exterior of the packaging), you must advise us or the shipper within 24 hours of signing for the damaged product. Therefore, it is imperative that you open all packages and inspect all your products immediately upon receipt.

Is my credit card information secure on this site?
YES. Your credit card information is 100% secure. We use the latest credit card fraud prevention methods including V-codes and SSL security measures. Your credit card information is safe when making purchases at plumbingbase.com.

How much will I be charged for shipping?
You will only be charged for actual shipping costs. Unlike many of our competitors, we do not "overcharge" you for shipping or tack on additional handling fees. Shipping charges vary depending on your choice of shipping methods and the delivery location. We offer standard FedEx Ground, FedEx 2nd Day Air, and FedEx Next Day Air. To estimate your actual shipping costs for FedEx please go to your shopping cart and click on the "estimate shipping" button. Items that weigh more than 75 lbs must be sent via common freight truck. Due to the volatile nature of fuel charges on common freight, shipping costs for common freight will be quoted on a per order basis. Please also note that deliveries made by common freight truck to a residential address will be assessed an additional $50 surcharge.

What forms of payment do you accept?
We accept Visa, Mastercard, American Express, and Discover/Novus. Alternately, you may pay by check or money order (orders will not ship until we recieve your payment).

Will I be charged sales tax?
If the delivery address for your order is inside California, we must collect 8.25% sales tax. However, unlike many of our competitors, we will never charge sales tax on your shipping charges. We do not collect any sales taxes on orders delivered outside of California.

Do you offer quantity discounts?
Yes, we offer discounts on bulk quantities. We also offer job quotes as well. Please contact us with your quantity and/or job requirements so that we may offer you the best possible prices.

How long after I place an order before it is shipped?
We try to ship all FedEx orders within 24 hours, Monday through Friday, excluding holidays. Generally, orders received by 5:00pm (EST/EDT) will be shipped out the same day. You will be contacted by customer service if there are any delays or backorders. Orders shipped via common freight truck (for items that weight more than 75 lbs) will generally be shipped out the next business day.

How quickly will I receive my order?
Shipping times vary depending on your choice of shipping methods and delivery location. Please see the maps located at the Shipping & Returns Infomation Link to estimate your shipping time for FedEx Ground.

Can I pick up my order instead of having it delivered?
Since we are a 100% internet based business, orders cannot be picked up or will called. This helps us maintain the cost-efficiency of operating an internet based business so that we can always offer the best possible prices to our customers.

Do you only ship inside the United States?
Yes, we only ship within the United States and its territories.

Who do I contact if I have questions about my order?
Please contact us by filling out our electronic form. You should expect a response from us within 24 hours. We ask that you contact us in this manner to ensure accuracy. You will also be protected by having a written record of our response.

What if I changed my mind or ordered wrong and need to return some items?
Returns must be made within 30 days of receipt and be accompanied by an RGA (Returned Goods Authorization). Furthermore, products returned must have its original manufacturer’s packaging (including any instruction manual, warranty card, accessories, etc.) and be in perfect new condition. We cannot accept returns on any used or installed items. Returns are also not allowed on non-stock items, special orders, or tools. All returns will be assessed a 15% restocking fee, and no credit will be issued on your original shipping charges. Please DO NOT ship the product back before contacting us and obtaining an RGA first. No credit will be issued if your return is not accompanied by an RGA. An RGA may be requested by clicking here.

What if I receive my order and it is short or the wrong items were sent?
You must notify us regarding any shortages, discrepancies, or errors with your order within 24 hours of receipt. There are no exceptions to this policy; therefore please inspect your order as soon as it arrives. We will issue you an RGA (Returned Goods Authorization) for the wrong items and pay the shipping on both the return of the wrong item and the shipping on the replacement item. Please DO NOT ship the product back before contacting us and obtaining an RGA first.

What happens if the product contains a manufacturing defect?
Please contact us immediately should you discover a manufacturing defect in your product. Depending on the type of product and when it was ordered, we may either 1) ask that you return the product to us for a replacement, or 2) ask that you contact the manufacturer directly and proceed with their warranty policy. Please DO NOT ship the product back before contacting us first. If we determine that the product should be returned to us for a replacement, we will issue you a RGA (Returned Goods Authorization) and provide further instructions as to the product’s return. We will examine the product upon receipt, and if we determine that it is defective, we will send a replacement out immediately. We will also pay for both the cost of shipping the defective product back to us and for the shipping charges on its replacement. Should you choose to just return the defective item and not obtain a replacement, we will credit you for the original price of the defective item; however, we will not be able to reimburse you for the original shipping charges or pay for cost of returning the defective item. If we determine that the product was received by you 30 or more days prior to the date you contact us regarding the defect, we will ask that you contact the manufacturer directly and proceed with their warranty policy.

Why don't you offer customer support via the phone?
Amazon.com adheres to an "internet only" business model which keeps their overhead down and prices low. We use much the same model so that we can keep our overhead down and prices low. We do, however, offer superb customer service through email. By cutting the expense of 800 numbers and phone banks, we are able to pass the savings on to you. Additionally, by contacting us through email you will have a written record of your questions and our responses.