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Welcome to Inspector Pumphead’s Frequently Asked Questions! In this feature, I will be answering some of the most common questions we get on a specific topic. Some of this information may be available elsewhere on our site, but hopefully the FAQ category will act as a convenient one-stop source. 

In this edition we will discuss web security on PumpProducts.com, return information and the warranty process.

Q: What do you do with my credit card information?

A: We use it to buy a lot of cool stuff for ourselves. If you see a credit card charge from Entertainment 720, that’s us buying cool stuff for our office, including: comfortable chairs and couches, tablets, high tech speaker systems, a big screen LCD TV,  designer clothes…

Haha, I’m just kidding! Old Pumphead got you good, huh?

In all seriousness folks, credit cards get encrypted so that not even our salesmen can read the numbers once they type it into our system. That’s why sometimes a salesmen will ask for you to repeat the number over the phone. This is to ensure that your information remains safe and secure from potential threats.

Q: I need to return my pump, what do I do?

A: Our full terms of sale and return policy is can be found on our site, and I highly encourage you read the full version to get the relevant details. The bottom line is you can return uninstalled and unopened merchandise within 30 days of the receipt for a full refund (minus shipping if the original order included free shipping). Uninstalled and opened products are subject to a restocking fee to cover examining, cleaning and testing the product, as well as the cost of the product taking up space on our shelves.

Q: So I can’t get a full refund if I install the pump? How am I supposed to know if it works?

A: The returns policy specifically covers instances where the customer, for whatever reason, simply no longer needs or wants the pump. This sometimes happens when conditions at a job location changes or if someone ordered the pump as a backup option. If the pump is installed and is not working properly, the situation becomes a warranty issue.

Q: Okay, so how does the warranty process work?

A: Warranties are serviced by the manufacturer of the pump. Pump Products has dedicated service representatives to handle warranty claims.

The first step, however, will be to contact the manufacturer directly to try and troubleshoot any issues. Often we find that suspected issues with a pump are actually problems with another aspect of a system. Clogged pipes in particular are a common problem.

If the pump continues to to give you problems despite the troubleshooting, then we can start the warranty process. Call us at 1-800-429-0800 and one of our representatives will contact the manufacturer and start the paperwork. The process can sometimes take a few business days while the manufacturer evaluates the claim. If the claim is granted, you will be getting a new working replacement pump of the type you originally ordered. A new pump is not sent out until warranty is granted by the manufacturer.

Pump Products applications engineers are standing by to help you find the right pump, as well as provide price quotes, availability and shipping information. Call our toll free number 1-800-429-0800.