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Customer Support

How to Order

Call (714) 564-9100 to place an order over the phone.

How to Apply for Credit Accounts

Please review the following important information about applying for credit.

Commercial Accounts

The primary payment method for commercial accounts is Purchase Orders issued by government agencies, the military, and municipalities. These accounts are typically Net 30 days.

Personal Accounts

The primary payment method for personal accounts is by major credit card, bank card, or company check.

International Orders

The primary payment method for international orders is payment in advance by wire transfer. Orders will ship once we receive confirmation of funds from 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 in person or over the phone using your existing account, provided that the terms of our credit agreement have been met. An invoice will be sent the following business day after your order has shipped. Invoices will be faxed or emailed to the contact information you provided. You may contact our Credit Department at any time for copies of orders or invoices.

Please pay according to terms. We reserve the right to charge interest at 1.5% per month on any past-due balance.

If an account has a credit card on file for security, the card will be charged once the account becomes past due (typically after 45 days). At that time, the account will convert to cash-only status, and no additional credit will be extended until the balance is resolved.
Credit limits will be established and adjusted based on payment history. Credit is a privilege earned, not a right automatically granted.

For Non-Credit Account Customers

You may purchase in person, by phone, or online and pay by:

Credit card (MasterCard, Visa, Discover, or American Express)
Cash or check
PayPal (online orders only)

Large Contract Orders

We work with contractors on payment terms for large equipment or construction orders.
WTI follows State Contractors License Board regulations concerning preliminary liens and contractor joint check payments.

For large equipment orders, your sales representative and our Credit Department will require:

Preliminary lien information
General contractor payment details and billing cycles
Complete shipping details (job name and location)
Job-site contact information (phone or mobile)
Confirmed purchase orders

Our goal is to ensure delivery prior to the billing cycle cutoff to help meet payment deadlines without delay.

Shipping

3:00 PM PST Deadline

All shipments must be processed before 3:00 PM PST to meet the same-day shipping deadline. Orders received after that time will ship the next business day. Some orders require special preparation depending on the selected shipping method.
Place your order early to ensure prompt shipment.

We can ship to virtually any address worldwide. Please note that some products may have shipping restrictions or international limitations.

Online prices are valid online only and not in-store.

When placing an order, shipping and delivery dates will be estimated based on product availability and your selected shipping method.
Shipping rates are weight- or dimensional-weight–based, rounded up to the next full pound.

Free Shipping

Free shipping applies only to the lower 48 United States. Orders shipped to Alaska, Hawaii, Puerto Rico, or international destinations will incur additional shipping or customs fees. Please inquire prior to ordering.

All international orders may be subject to customs fees, import duties, or taxes imposed by the destination country. These fees are the customer’s responsibility.

All orders are FOB Santa Ana, California, unless otherwise negotiated.

Southern California customers:
Refer to our Free Delivery Schedule. All deliveries require a $200 minimum order. Orders below this amount incur a $125 delivery fee.
Bulk chemical deliveries require a 100-gallon minimum; smaller orders will be billed as 100 gallons.

Typical shipping occurs within 2–14 days of placing an order (transit time not included).

Processing Fees

Special orders drop-shipped directly from the manufacturer may incur additional processing fees if shipped to the following states:

Alabama, Hawaii, Illinois, Louisiana, Maryland, Massachusetts, Washington, Washington D.C.

If your order requires additional fees, we will contact you immediately to confirm and proceed.
Please contact us before placing your order to check if fees apply.

Note: Due to manufacturing delays, some items may take up to 6 months to ship. We are working diligently to restock inventory and fulfill orders as quickly as possible.
For order inquiries, call (714) 564-9100 or email sales@waterlinetech.com.

Returns & Exchanges

We reserve the right to charge a restocking fee between 5–25% of the purchase price at our discretion.

Our return policy lasts 30 days from the date of purchase. After 30 days, we cannot offer a refund or exchange.

Returned items must be unused, in original packaging, and in the same condition as received.

Non-Returnable Items

Perishable goods (food, flowers, newspapers, magazines)
Intimate or sanitary goods
Gift cards
Downloadable software products
Health or personal care items
Opened or sealed chemicals

To process your return, a receipt or proof of purchase is required.
Do not send returns directly to the manufacturer.

Refunds

Once your return is received and inspected, you will be notified via email regarding approval or denial.
Approved refunds will be processed back to your original payment method within several business days.
(Restocking fees may apply.)

Late or Missing Refunds

If you haven’t received your refund:

Recheck your bank account.
Contact your credit card provider (posting delays are common).
Contact your bank.

If the refund is still missing, email sales@waterlinetech.com.

Partial Refunds

Partial refunds may apply if:

The item is not in original condition or packaging
The return occurs more than 30 days after delivery
The item’s seal is broken

Sale Items

Only regular-priced items are eligible for refunds. Sale items are non-refundable.

Exchanges

We replace defective or damaged items only.
To exchange for the same item, email sales@waterlinetech.com and ship to:
620 N Santiago St, Santa Ana, CA 92701, United States

Gifts

If the item was marked as a gift and shipped directly to you, you’ll receive a gift credit for the value of the return.
If the gift was sent to the purchaser, the refund will go to the gift giver.

Shipping Your Return

Mail returns to:
620 N Santiago St, Santa Ana, CA 92701, United States

Customers are responsible for return shipping costs.
Shipping charges are non-refundable.
If a refund is issued, return shipping costs will be deducted.

If your return is over $75, we recommend using a trackable shipping service or purchasing shipping insurance.

Freight & Delivery

Shipping costs are the customer’s responsibility unless otherwise negotiated.
Freight delivered by outside carriers is non-taxable.
Local deliveries via WTI trucks are taxable.
We utilize multiple carriers (UPS, FedEx, LTL, etc.) and pass along discounted rates to our customers.
Quoted freight charges are estimates only; actual billed rates will apply.

All orders are FOB Santa Ana, California, unless otherwise arranged.

Southern California deliveries require a $200 minimum order.
Shipping generally occurs within 2–22 days (transit time not included).
Shipping outside the continental U.S. may incur additional fees, which are the customer’s responsibility.

Damages or Shortage Claims

Claims must be made within three (3) days of delivery.
No returns are accepted without prior authorization and a WTI Return Goods Form.
Returned merchandise is subject to a 5–25% restocking fee.

Accounts more than 30 days past due may incur a 1.5% monthly service charge (18% annually).
In the event of default, the buyer is responsible for attorney or collection fees.

Under California Mechanics Lien Laws, unpaid contractors, subcontractors, or suppliers may enforce a claim against your property. Request a labor or material release to ensure all work and materials have been paid before final payment to your contractor.

Still Have Questions?

Talk to a live representative at our physical store:
(714) 564-9100

Privacy Policy

https://waterlinetechnologies.com/privacy-statement/

Terms of Service

https://waterlinetechnologies.com/terms-of-service/

We reserve the right to use Remarketing, Cookies, Marketing-Specific Cookies, Custom Ads, Third-Party Vendors, and Third-Party Shipping Services.
We also reserve the right to refuse service.

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