Customer Service


Pollardwater strives to deliver expert solutions for our customers across the water and wastewater industry. Our customer service team is ready to assist you with technical support and in-depth product knowledge. Use the resources below to find the information you need, and see how we are dedicated to providing our customers with the highest level of service.

Contact information

Call us toll-free: (800) 437-1146

Fax: (516) 746-0852

Email: info@pollardwater.com

Hours of operation: 7:30 a.m. to 7:30 p.m. EST

Location: 200 Atlantic Ave., New Hyde Park, NY 11040

Contact us

We want to hear from our customers. Use the contact form linked below to get answers to product questions, order status and account updates, or general Pollardwater feedback and inquires. Our customer service team will work as quickly as possible to respond to your request.

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Credit application

A Pollardwater credit account offers the convenience of bundling water and wastewater facility product purchases. Simply print and fill out the credit application linked below. Then, return it to Pollardwater via fax at (516) 746-0852 or email it to credit@pollardwater.com.

Pollardwater credit application >>

Questions about applying for credit? Call our customer service team at (800) 437-1146.

Registration benefits

Discover how Pollardwater.com account registration helps professionals in all facets of the water and wastewater industry. Take advantage of time-saving online tools and features that are exclusive to Pollardwater.com account holders. Explore the benefits of registration and see why you should sign up for a Pollardwater.com account.

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Register for an account

Sign up for a Pollardwater.com account with the simple-to-use registration form linked below. Our customer service team will process your application as quickly as possible, which may take to 2 to 3 business days for account setup. Once your account is ready, we’ll send an activation link to the email address provided.

Register for a Pollardwater.com account >>

Return policy

With Pollardwater.com, we want you to get the perfect product for your project and be happy with the result. We realize that you may receive something that turns out to be not what you needed or wanted, and if a product needs to be returned we will strive to make that process easy for you. Use the information on this page for help with returns and cancellations on orders placed with Pollardwater.com.

Any item purchased on Pollardwater.com (non-special order) can be returned up to 60 days of receipt of the product. No restocking fee will be charged. Initial shipping charges are not refundable. All products must be returned in 'AS NEW' condition - which requires the product to be in its original packaging and in 100% resalable condition (unless product is deemed defective). We are here to provide you with the best possible customer service experience, so please call (800) 437-1146 for any questions about completing the return process.

 

Returns via UPS or Fedex

Call us at (800) 437-1146 and let us help you set up your Return Goods Authorization (RGA). Then, drop it off at your local UPS or Fedex. Items with a pre-approved RGA will receive credit only. Products that are uninstalled (unless defective) will receive credit only. Special Order items that are deemed defective can be returned only.

 

 

Common carrier services

To return items that were delivered via common freight carrier deliveries (AKA – truck or LTL deliveries), call us so that we can arrange for pick-up of your product. Pollardwater will accept returns from common freight carriers that are arranged by our customer service department only. Give us a call for help with common freight carrier returns at (800) 437-1146.

 

*Return freight charges for larger items that are not shipped via UPS or FedEx (items that are delivered by common carrier freight companies) are the customer's responsibility. Customer will be notified of these freight charges at the time the return request is processed.

 

Refunds

Returns are inspected at our warehouse upon receipt. Credit will be given to items we determine have not been installed or used in any way (except in case of defect). We will issue a refund for qualifying returned merchandise within 30 days of receipt. We will issue credit to special order returns that are deemed defective only.

 

 

Damaged orders

Please inspect all shipments upon delivery prior to signing for delivery. Customers are responsible for damaged products if approval signature is received. Our customer service team will help you if your shipment appears to be damaged. Please refuse delivery of damaged material and notify our customer service department immediately by calling (800) 437-1146. Please do not sign for the material. Claims for common carrier deliveries that are signed for without damage noted by the customer must be filed by the customer directly with the common carrier. Customer Support will work to resolve concealed damage shipments on UPS or FedEx deliveries that are reported within 48 hours and will file a claim on behalf of the customer.

 

If you would like to return a product, we can help by issuing a Return Goods Authorization (RGA). To obtain an RGA and shipping instructions, please call our customer service department at (800) 437-1146. Requests for returns are generally processed within 2-4 days. You will receive shipping instructions along with your RGA via email. Once an RGA number is issued, you can do so at your convenience within 14 days.

Please note: Pollardwater will issue a refund for items returned with an RGA only.

 

Cancellation policy

You may cancel your order for any reason and receive a full refund prior to your order being shipped. Typically, most orders are shipped the same day they are received. Contact our customer service desk at (800) 437-1146 who can inform you of the status of your order and advise if the order can be cancelled for a full refund. Once an item is shipped the terms of our Returns policy will take effect.

 

 

Special orders

We are often able to order products for our customers that are hard to find elsewhere and are outside of our regular inventory. These orders are considered custom or special orders. A representative can help place orders for special order items.You may be able to cancel the special order prior to being shipped by contacting Pollardwater.com Customer Service at (800) 437-1146.

 

We are here to help you. For any questions about the Pollardwater.com return process, cancelling an order or special orders please call us at (800) 437-1146.

Warranty policy

The buyer’s sole and exclusive warranty, if any, is that provided by the product’s manufacturer. Seller makes no expressed or implied warranties. Seller hereby disclaims all expressed or implied warranties, whether implied by operation of law or otherwise, including without limitation, all implied warranties of merchantability and fitness or fitness for a particular purpose. Under no circumstances, and in no event, will seller be liable for personal injury or property damage or any other loss, damage, cost of repairs or incidental, punitive, special, consequential, or liquidated damages of any kind, whether based upon warranty, contract, strict liability, negligence or any other cause of action arising in connection with design, manufacture, sale transportation, installation, use or repair of the products sold by seller. Buyer hereby acknowledges and agrees that under no circumstances, and in no event, shall seller’s liability, if any, exceed the net sales price of the defective product(s); no additional allowance shall be made for the labor or expense of repairing or replacing defective products or workmanship or damage resulting from the same. Except as expressly set forth in the paragraph, all products and/or services provided by seller and its employees and agents are provided “as is,” “where is,” and “with all faults.”