FAQs

Find quick answers to your questions below!

Order Status

• How fast can I get the item I need?
  We do not list active stock so please call us to check the availability of your item. We do offer express options and many items can ship directly from the manufacture.
• I do not know what part I need to order. Can you help me?
  Of course! Send photos of the item(s) you need to our tech team, customerservice@thefaucetshoppe.com, and we will get back to you in 24-48 business hours.
• My order is in processing. What does this mean?
  All orders will show in the processing stage until they ship. Please email  customerservice@thefaucetshoppe.com or call us to check on the time frame for your order.
• The item is shown as discontinued. Do you have this in stock?
  Unfortunately, if you can not add the item to your cart and we have it listed as discontinued we do not currently have any stock.
• When will my order ship?
  We do not list active stock. Please call or email customerservice@thefaucetshoppe.com to check the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment.
• How do I change quantities or cancel an item in my order?
  Please call us with your order number to make any changes to your order once it has been placed.
• How do I track my order?
  You will receive a shipment confirmation email when your order has shipped and tracking information within 24-48 hours of shipment. If your order has shipped please click the "My Account / Order Status" link at the top right-hand side of our site to track your order.
• How much does shipping cost?
  Shipping is automatically calculated prior to submitting your payment information.  Simply add items to your cart and proceed to the checkout page where you will be offered shipping method options and their prices.
• My order never arrived.
  If your order has shipped please check the tracking information with the carrier provided. If the status shows delivered but you do not see your package, please check with neighbors and call the carrier to see where they left the package. If the package cannot be located please call or email customerservice@thefaucetshoppe.com
• What is the return policy?
  Please see our Terms & Conditions for complete details regarding our return policy.
• An item is missing from my shipment.
  Claims for missing items from a shipment must be made within 72 hours of delivery. Please email customerservice@thefaucetshoppe.comwith photos of all the items you received and what you are missing. Missing items will only be replaced, a credit will not be given.
• How do I return my product?
  All parts are final sale. Please email customerservice@thefaucetshoppe.com with any questions regarding returns. All returns must have a Return Goods Authorization number (RGA), which can be obtained by contacting our customer service department. Once your item has been delivered to us, please allow 7-10 business days to see a refund on your account. A minimum 15% restocking fee will apply.
• I received the wrong product.
  Claims for wrong items from a shipment must be made within 72 hours of delivery. Please email customerservice@thefaucetshoppe.com with photos of all the items you received. Incorrect items will only be replaced, a credit will not be given.
• My product is missing parts.
  Claims for missing items from a shipment must be made within 72 hours of delivery. Please email customerservice@thefaucetshoppe.com with photos of all the items you received and what you are missing. Missing items will only be replaced, a credit will not be given.
• When will my backorder ship?
  Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship the item to you. Please email customerservice@thefaucetshoppe.comto check the status of your items.

My Account

• How do I create an account?
  1. Click the "My Account / Order Status" link at the top right side of our site.
  2. Enter your email address.
  3. Select "I am a new customer"

  
  Then simply follow the prompts to complete setting up your account. Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.
• How do I edit my account information?
  Click the "My Account / Order Status" link at the top right hand side of our site to edit your account information.
• I forgot my password.
  Click the "My Account / Order Status" link at the top right hand side of our site. Under the login box you'll see a link that says "Forgot your password? Click here". That link will send an email to you with your password.

International Shipping

• Do you ship to my country?
  Please create an account by clicking the "My Account / Order Status" link at the top right hand side of our site. During signup, we'll ask for your shipping address details including country. If your country is not in the dropdown menu of available countries, please email customerservice@thefaucetshoppe.com with your information so we can get it added to our database, and then you can place your order.
• What are my payment choices?
  During the checkout process, you may choose any of our current payment options and continue to place your order. You can also email customerservice@thefaucetshoppe.comor call us if you would like to send a check or pay via wire transfer.

Guarantees

• Low Price Guarantee
  It is our commitment to provide you with the best value, at the best price. We value your business and strive to keep our prices low, and SAVE you money!
• Privacy Policy
  We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect.
• Security
  This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.

Pricing and Billing

• Do I have to pay sales tax?
  You only have to pay sales tax if you are located in the same state as our warehouse.
• I have a question on my charges.
  Click the "My Account / Order Status" link at the top right hand side of our site to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance.
• I need a copy of my receipt/invoice.
  Click the "My Account / Order Status" link at the top right hand side of our site to print invoices.
• When will my credit appear on my account?
  Credits usually take 7-10 business days from the time we receive your item(s).
• When will my credit card be charged?
  Your credit card will be charged upon order placement.

Buyer's Guide

• How do I find my product?
  To find the product(s) you're looking for, you may (1) use the navigation menus on the top, left & bottom of our website. (2) type a keyword into the SEARCH box. If you have any trouble locating a product, feel free to contact customer service for assistance.
• How do I navigate the site?
  To navigate this website, simply click on a category you might be interested in. Categories are located on the top, left & bottom of our website. QUICK TIP: Place your mouse cursor over anything you think could be a clickable link. You'll notice that anytime you scroll over something that is a link, your mouse cursor will become a "hand". Whereas scrolling over anything that is NOT a link will leave your cursor as an "arrow". You may also type a keyword into the SEARCH box to quickly find a specific product. If you have any trouble locating a product, feel free to contact customer service for assistance.
• How do I use a coupon?
  After adding items to your cart, click the "View Cart" link at the top of this site to view your cart. At the bottom of the shopping cart you'll see a box where you may enter your coupon code.

Additional Support

• We'd love to hear from you!
  Toll Free: 800-969-8625 or Local: 773-267-1755
• How do I contact you?
  Email: customerservice@thefaucetshoppe.com
  
  Please visit the About Us section for more company information.