FREQUENTLY ASKED QUESTIONS

Revised 11/06/2013

At Primo Supply we make every effort to ensure your shopping experience is pleasant one. Below are answers to questions we hear frequently. In addition, you may want to check out our Sales Polices page. If your question still isn't answered we invite you to contact customer service directly at sales@primosupply.com or call us at 866-626-7867 (U.S.) / 530-622-3751 (International).

• I see a charge on my Credit Card from Western DataLynx. Who is Western DataLynx?

• Why do I see an authorization on my credit card for more than the amount of my purchase?

• Why was my credit card charged twice?

• Can I really hear a duck quack by pressing 7 on your phone system?

• Which pump is right for me?

• My old pump had a pressure tank. Does my Davey pump need one?

• Do I install my pressure regulator before or after my booster pump?

• Do I install my pressure regulator before or after my booster pump?

• How do I track an order I placed?

• What states do you charge sales tax to?

• Can I return something I ordered and what is your return policy?

• I returned something a while ago. Why have I not had my card credited back yet?

I see a charge on my Credit Card from Western DataLynx. Who is Western DataLynx?

Western DataLynx Inc. is the name of our parent corporation under which credit card transactions may appear on your statement.

Why do I see an authorization on my credit card for more than the amount of my purchase?

At checkout our system estimates the shipping cost for your order. Our credit card processing system automatically authorizes an additional 10% to cover any variance in shipping charges when your order is weighed and packaged for shipment. This is an authorization only and the final capture will reflect the correct invoiced total for your order.

Why was my credit card charged twice?

Sometimes when shipping an order the shipping charges end up higher than estimated and the total exceeds the amount authorized to your card (See above). When this happens the system will charge the difference to your credit card. This sometimes shows up as a small charge of only a couple of dollars immediately after the charge for the initial authorization.

Can I really hear a duck quack by pressing 7 on your phone system?

Yes, but he doesn't know anything about insurance.

Which pump is right for me?

There are many factors that go in to selecting the right pump for any particular application. We invite you to contact customer service directly at sales@primosupply.com or call us at 866-626-7867 (U.S.) / 530-622-3751 (International) to assist you in selecting the right pump for your application.

My old pump had a pressure tank. Does my Davey pump need one?

The Davey BT series of pumps don't generally require a pressure tank. However, the International Residential code does require tanks in certain instances and there are many factors that go in to setting up a pump for a particular application. We invite you to contact customer service directly at sales@primosupply.com or call us at 866-626-7867 (U.S.) / 530-622-3751 (International) to assist you in determining if your application may need a pressure tank.

Do I install my pressure regulator before or after my booster pump?

When needed, a pressure regulator is generally installed BEFORE the pump to ensure consistent output. However, there are many factors that go in to setting up a pump for a particular application. We invite you to contact customer service directly at sales@primosupply.com or call us at 866-626-7867 (U.S.) / 530-622-3751 (International) to assist you with your application.

How do I track an order I placed?

If you created an online account at checkout simply login to your account. From their you can view the status of your orders and obtain tracking information once your order ships. If you did not create an online account or cannot find tracking information please contact customer service directly at sales@primosupply.com or call us at 866-626-7867 (U.S.) / 530-622-3750 (International) to assist you.

What states do you charge sales tax to?

At the present time we only charge sales tax on shipments delivered to locations within the State of California.

Can I return something I ordered and what is your return policy?

Please refer to our Sales Policies page for complete information on returns and refunds.

I returned something a while ago. Why have I not had my card credited back yet?

There can be several reasons for a delay in seeing a credit appear on your card. Please contact customer service directly at sales@primosupply.com or call us at 866-626-7867 (U.S.) / 530-622-3750 (International) to assist you.