Customer Support
How to Order
Call (714) 564-9100 to order over the phone.
How to Apply for Credit Accounts
Please read important information about your application for credit.
The primary method of payment for commercial accounts is by using Purchase Orders by government agencies, military, and municipalities. These accounts are typically Net 30 days.
The primary method of payment for personal accounts is by using any major credit card, bank card or company check. The primary method of payment for International orders is payment in advance by wire. Your order will be shipped once we receive confirmation of funds received by the bank. You may also pay using any major credit card. All International orders must be paid in full prior to shipment.
For Customers with Credit
You may purchase from us either in person or over them phone using your existing account if the terms of our credit agreement have been met. You will be sent an invoice the following business day after your purchase has been shipped. The invoice will be faxed or emailed to the fax number or email address you designated. You may always contact our credit department to ask for a copy of any order or invoice.
Please pay per terms. We reserve the right to charge interest at the rate of 1.5% per month on the total balance of the account.
If accounts have credit cards for security, the account will charge the card on file once the accounts become past due. Typically, the 45th. The account will become a cash-only account from this point forward. No credit will be issued for accounts over their credit limit. The credit limit will be established as credit history is gained. Credit is a privilege to earn, not a right that has to be given.
For Non-Credit Account Customers
You may purchase from us either in person, over the phone or from our online store and pay using credit cards (Master Card, Visa, Discover or American Express), cash, or check. You may also make purchases through our website store and pay using Paypal.
Large Contract Orders
Will work with contractors for payments of large equipment orders for construction. WTI abides by State Contractors License Board regulations con-preliminary liens and request for contractor joint check payments. Your sales rep and our Credit Department will require the following for large equipment orders:
1. Preliminary Lien Information
2. General Contractor payment information - billing cycles
3. Complete shipping details - job name, location
4. Job-site contact - Job trailer phone or cell phone
5. Confirmed Purchase Orders
Our goal will be to get your order delivered prior to the billing cycle cut off so that the billing cycle of the lead contractor can be met and allows for payment without delays.
Shipping
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
* Please note, prices are valid online only, NOT in store
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight or dimensional weight based. The weight and size of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
Free Shipping only applies to customers in the lower 48 United States. Orders to Alaska, Hawaii, Puerto Rico, and all international orders are subject to shipping/international fees.
All International Orders may be subject to additional fees per Custom Regulation of the destination Country. These fees are not Waterline Technologies responsibility and will have to be paid by the customer separately.
All orders are FOB Santa Ana, California or origin unless otherwise negotiated.
If you are a Southern California customer, please refer to our free delivery schedule. All deliveries are subject to a $200 minimum. Any orders that do not meet the $200 minimum will be charged a $125 delivery fee. If you are a bulk chemical customer we have a 100 gallon minimum for delivery. If your delivery is below 100 gallons you will still be charged for a 100 gallons.
Shipping will typically happen within 2-14 days of placing an order; this does not include transit time of purchased item**
** We are dealing with many delays from manufacturing and are experiencing long lead times on many items. Some items may take up to 6 months to ship. We are working hard to get inventory in stock so we can ship orders as fast as we can. If you have questions about your order please call us at 714-560-9100 or email sales@waterlinetech.com
Returns & Exchanges
*We reserve the right to charge a restock fee between 5-25% of the purchased item at our discretion.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Non-Returnable Items
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods.
Other non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
- Any chemicals that have been sealed.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
*We reserve the right to charge a restock fee between 5-25% of the purchased item at our discretion.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at brobair@waterlinetech.com.
Partial Refunds (if applicable)
There are certain situations where only partial refunds are granted:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
- Any item that has a broken seal.
Sale Items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at brobair@waterlinetech.com and send your item to: 620 N Santiago St, Santa Ana, CA, 92701, United States.
*We reserve the right to charge a restock fee between 5-25% of the purchased item at our discretion.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping Your Return(s)
To return your product, you should mail your product to: 620 N Santiago St, Santa Ana, CA, 92701, United States.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
The cost of shipping your order is your responsibility unless otherwise negotiated. Our freight charges delivered by other carriers are non-taxable. Any delivery charge for deliveries using our trucks in our local area will be taxable. We ship using many types of carriers and receive large discounts.
We will pass along our saving to our customers. UPS and FedEx and most LTL carriers are available. Our freight quotes are always an estimate – the actual billing price shall apply.
All orders are FOB Santa Ana, California or origin unless otherwise negotiated.
If you are a Southern California customer, please refer to our free delivery schedule. All deliveries are subject to a $200 minimum.
Shipping will typically happen within 2-22 days of placing an order; this does not include transit time of purchased item.
Shipping outside of the 48 continental United States may cost extra. Any extra fees are customers responsibility.
Damages or Shortage Claims must be made within three days after delivery. No returns accepted unless authorized and accompanied by a WTI return goods form. Merchandise returned will be subjected to a 5-25% restocking fee at our discretion. A service fee may be charged to accounts 30 days past due at the rate of 1 ½% per month or 18% per annum. In the event of default buyer shall pay all attorney or collection fees. Under California mechanics lien laws, any contractor, subcontractor, laborer, supplier or other persons who helps to improve your property but is not paid for his work or supplies, has a right to enforce a claim against your property. You must request a labor or material release to insure all labor and materials have been paid up to the date of your payment to the contractor. Your property could be sold by the court and the proceeds of the sale could be used to satisfy the indebtedness, this can happen even if you have paid your own contractor in full, if the laborer or supplier remain unpaid.
Still Have Questions?
Talk to a live person at our physical store! (714) 564-9100
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