I Already Had An Account, Is My Password Still The Same?

A: Some existing account’s passwords were encrypted and transferred to the new website.  If you are having trouble logging in, we suggest you reset your password to a new one.

The Website says I already have an account OR that my email address is already being used, even though I have never signed up for the website before?

A: We created an online account for most existing customers.  If your email address is already in the system, but you don’t have a password, please reset your password.

How do I create an account?  What Are The Differences Between The Two Types of Accounts?

All memberships are free to join.  Click on the Sign Up button at the top right of the page.  Please select the type of membership that best fits for you.

RETAIL MEMBERSHIP:  A Retail Membership is available to anyone immediately and offers a discounted rate on most items from the Manufacturers Advertised Pricing listed on the website.

CONTRACTOR MEMBERSHIP:  A Contractor Membership is intended for industry professionals who specialize in backflow install and repairs.  Contractors Membership offers professional contractors further discounts on the Manufacturers Advertised Pricing listed on the website.  When you sign up for this membership there is a 1-3 day processing time period to be approved.  Only after you are approved as a contractor will you receive any available contractor discounts.  You will receive notice once your membership has been approved.  In the mean time you will have access to the retail discounts available.  Wholesale customers should also apply for this type of account.

What Do The Different “Statuses” Mean On “My Orders”?

PENDING:  We have received your order but have not completed the invoicing of it yet.

PROCESSING:  We have started working on your order.  As your items ship you will receive email updates with your tracking number(s).  In your Customer Portal under your orders you will be able to see the shipments and tracking as they are created.  

WILL CALL:  This status is for when your items are ready for will call at the location you selected.  If this status is not listed on your order in the Customer Portal, then your parts are not ready for Will call yet.

MULTIPLE SHIPMENTS:  This status will indicate that your order will be sent to you from multiple locations.  This could include our different facilities and/or direct from manufacturer.

WAITING FOR STOCK:  This indicated that we do not currently have the item in stock but we are already waiting for more stock to come in.  We will ship your items as soon as we received them.

DROP SHIPING:  You item(s) are being shipped directly from manufacturer.  If some items come from our location and others come from the manufacturer, this status will appear once our stock has shipped and we are just waiting on the manufacturer to ship.

COMPLETE:  Your order has been completed and all shipments have been made.

Who Is BackflowParts USA?

We have been a Master Parts Distributor of backflow parts and devices since 1985. We became an e-commerce national parts distribution company with our first website launched in 2009.  We are headquartered in Phoenix, Arizona and have 3 physical locations in AZ and CA with a huge inventory of  Watts, Febco, Wilkins, Ames, A.R.I. and Apollo-Conbraco, Reed™ tools, GuardShack™ Enclosures (security cages), Blue Monster and More.  If you have any questions or concerns about parts, please contact our staff who are extremely knowledgeable of all things backflow.

What is your return policy?

BackflowPartsUSA.com will accept returns for items that were ordered and sent incorrectly by us with no penalty to the customer. We will accept returns of product for up to (30) days from the date of purchase.

The following items may be returned for a full credit with full return shipping:
1) Merchandise that has been incorrectly sent to you.
2) Defective items (as determined by the manufacturer)

The following items may not be returned to us:
1) Custom Orders
2) Merchandise that has been installed, used or abused or has other cosmetic defects such as dirt, concrete, oil, etc.

All other items returned within 30 days are subject to a 25% restocking fee plus original shipping and handling.  Additionally, if items are missing parts or have been damaged an additional charge may be applied to bring product back to resalable condition. 

Credit for returned parts will only be issued once original parts are returned to our warehouse and are verified as in resalable condition. Customer is responsible for return freight to our warehouse.
Refunds will be reimbursed to the original credit card which was charged at time of purchase once returned part has been received.  

If you wish to return a part, please contact us and we will give you a Return Authorization. All merchandise has to be in resalable condition as determined by Backflow Parts USA. 

I received the wrong part, what should I do?

We hope this never happens but if we ship you something you did not order BackflowPartsUSA.com will replace it for you with the correct part. We will pay for the shipping back to our warehouse and pay for the shipping of the replacement item back to you. Please contact us immediately for any error in your order and we will resolve the issue right away.

What Is “Manufacturers Advertised Price”?

MAP pricing is a policy where a manufacturer sets the lowest price at which retailers can advertise a product’s price publicly without a login.  We Encourage our customers to create either a Retail or Contractor Membership to receive an appropriate cost quote.

Is there a tracking number for my order?

Tracking number(s) will be generated when a shipment is made to you. You will receive an email confirmation of the shipment including the tracking number.

Do you have a mobile app?

While we do not have a mobile app at this time, our website is formatted to a wide range of different mobile devices.

How can I contact support?

You can reach our support team via email at info@backflowpartsusa.com  or through our Contact Us page.