See a hard copy of our Warranty, Returns & Exchange Policy (PDF format)
Cancellations:
If you cancel the order before 1PM PST on the day you place your order we can stop the order and refund your card without any fees. If you cancel the order after 1PM PST and before it's actually been picked up by the driver, we will refund your card, less a 10% restocking fee. If however, your order has already picked up, you will be responsible for shipping to you, shipping back to us and a 33% restocking fee if you want to cancel your order. Returns without an RMA number and/or returned to the wrong warehouse will be assessed a 50% restocking fee. Even if you refuse the order, you will still be charged shipping both ways because the shippers (UPS, Fedex, etc) no longer return goods for free. All special order and custom made parts are non-cancelable and non-returnable. Also all "cut pipe" orders are non-cancelable. Be sure to check your email, and your spam filters for your order confirmation and tracking number emails. We are not responsible if your ISP or your computer deletes or marks our confirmation and tracking emails as spam. If you have not received a tracking number and want to cancel the order, use the contact form to send an email, or reply to the order confirmation email. You can also call the number at the top of the page to leave a voice mail, however email is the official method of contact for this site. Always be sure flexpvc.com, pvcfittings.com, ups.com, usps.com, fedex.com, etc are always in your "whitelist" for your spam filtering.
Returns
Orders over $500 may not be returnable. Contact us if you need to return over $500 worth of merchandise.
Orders over 90 days old are not returnable.
Orders for "box quantity" fittings are returnable, provided the fittings are not more than 3 months old and in "as new condition," but you will be responsible for shipping to you, shipping back to us and a 33% restocking fee. Orders "by the box" are not returnable individually. In other words, you can't buy a box of 100, use 80 and return 20.
Orders placed on the website are generally returnable with the following conditions: You are responsible for shipping both ways. Both shipping to you and shipping back. All returns are subject to a 10% (exchanges) or 33% (returns) restocking fee, unless it was our mistake. In which case there would be no restocking fee and we'll pay to have the wrong items shipped back to us and we'll pay to have the correct items shipped to you. If this is the case you can email us or reply to the original confirmation email with the problem and we'll get it taken care of.
All orders placed via a "piecemeal fashion" are not returnable. These are cases of a customer calling or emailing, "add this to my order..." or "substitute xyz for abc fitting," or "can you change size to 1 instead of 1.5?" While we know this happens and every effort will be taken to accomodate our customers requests, situations like this are just bound to have problems. We make no guarantee that we won't mess up the situation further. Our business is built around efficient use of the internet and streamlining the ordering, processing and shipping processes. Piecemeal orders seriously disrupt this system and mistakes are more likely to happen. If you have placed an order and it's wrong, the best thing to do is email us, advise us the order is wrong, and cancel the order. (We will waive the cancellation fee for most such situations, as long as we have not already shipped the item or as long as the order is not huge.) Then resubmit a new order, and on the comment section, put a note to "cancel order no. XXX" and then put in your previous order number. You can also "combine with previous order no. XXX" and we will make a good faith effort to link the two orders together and save shipping charges when possible.
All orders must be placed via the secure order form. :-)
Note: Due to the high cost of shipping on some items we sell, it's important that you make sure you are ordering the correct items before you place your order. There are a lot of help pages on our site, so please be sure to read them before you place your order. You are also encouraged to call the toll free number to ask questions to get clarification on any technical question you might have or use the contact form to email us your questions. Under no circumstances will we accept returns of cut pipe or pipe that has been damaged, nor custom made fittings/parts. Nor will we take back boxes of fittings that have been damaged or worn from anything other than normal shipping. Water damaged boxes will not be returnable. (Imagine how you'd feel getting a box that looked like it sat out in the rain.) The very best way to handle returns is simply respond to the original confirmation email you received when you placed your order. (If you didn't get the email, please check your spam or junk mail filters.) You can also use the contact form to email us.
Other suggested reading:
