Below you will find some helpful information on using the website, purchasing from us and other tidbits! Just remember you may always call us toll free 877-597-1669
Cheers, The Drip Store Family
Q: What does "Freight Quote" mean?
A: “Freight Quote” is a shipping option we use for orders that require a special shipping option. When you choose “Freight Quote” as your shipping option at checkout, you won’t be charged for shipping. Once we receive the order, the warehouse team will come up with a shipping cost. We will then contact you with the shipping cost and re-process the order with the appropriate shipping cost applied. Orders that have “Freight Quote” as the shipping option will not be shipped until the freight cost has been paid. “Freight Quote” does NOT mean the shipping is free!
Q: When should I use “Freight Quote?”
A: Freight quotes are generally only required for very large orders. By “very large” we mean orders that would require one or more wooden pallets to ship. As a general rule, you shouldn’t choose “Freight Quote” unless it’s your only option. If you think your order might require a freight quote, please call us at 877-597-1669 and ask us.
Q: What does “Will Call” mean?
A: “Will Call” means that you want to pick up your order in person. This means you don’t pay anything for shipping, but you have to physically pick the order up from our warehouse.
Q: When should I use “Will Call?”
A: You should only choose “Will Call” as your shipping option if you want to pick the order up in person. Our warehouse is located at 221 E. Willis Rd. in Chandler, Arizona. Unless you live in the Phoenix area or want to drive there, “Will Call” probably isn’t for you. When you place an order for “Will Call” you will receive an email from us when the order is ready to be picked up. Please call us for the gate code as we do not take any customers in through our front office.
Q: I placed a freight quote/will call order. How long will you hold it?
A: We will hold all will call orders for 7 days from the time the order is ready for pickup. After 7 days we will cancel the order and refund the purchase price to the card you paid with.
We will keep all freight quote orders in our system for 7 days from the time we contact you with the shipping cost. If we haven’t heard back from you after 7 days regarding whether you’d like to proceed with this order, we will cancel the order and refund the purchase price to the card you paid with.
Q: What’s the deal with free shipping?
A: Okay, Seinfeld. Free shipping is offered on orders totaling over $125 before tax or shipping charges that don’t include any excluded items. Very few items are excluded, mostly rolls of 3/4” tubing.
Every eligible item on our website has a green truck with a thumbs up on the product page
while ineligible items have the same logo but crossed out. If you have any excluded items on your order, it’s no free shipping for you!
TIP! If the items which qualify for free shipping total $125 or more, place that order separate from the non-qualifying items. This way those will ship free and you only have to pay for the actual non-qualifying product(s).
Q: How much will it cost to ship my order?
A: The best way to see your shipping cost is to put all of your items in your cart and go through the checkout process. Once you’ve put in your shipping address but before you pay, you’ll be given a list of shipping options and what each of them costs. As much fun as our customer service team is, they’ll take much longer to get you a freight cost than using the website.
Q: I’m checking out and I don’t see any shipping options except “Freight Quote” and “Will Call.” What do I do?
A: The most common reason for this is an issue with the shipping address. Make sure that the shipping address is entered correctly. The other reason this may happen is that sometimes the USPS and/or UPS servers go down or get overloaded and their services/prices don’t load. This doesn’t happen often, and when it does it usually requires waiting 5-10 minutes for things to get back to normal. After waiting, just re-load the page and the shipping options should show up.
Q: Do you ship outside the US?
A: We used to, but we don't offer international shipping anymore. We can ship anywhere in the US though, so feel free to send the product to a US-based freight forwarder or an American friend to have it sent on to you.
Q: I got an "address out of range" error when I tried to place my order. I know my address is correct/you have shipped there before without issue. What gives?
A: This is an error with some of our software that has proven very difficult to solve. Please call us at 877-597-1669 if you have this error. We have a workaround, but it requires a customer service rep.
Q: Can I get Saturday delivery?
A: Saturday delivery isn't available for all services or at all locations. USPS Priority Mail might (their words) deliver on Saturday depending on the type of package. FedEx Home Delivery is an every day service that delivers on Saturday and Sunday. UPS offers Saturday delivery on a number of their services *only* with an additional charge. Saturday delivery is NOT standard on UPS. If you'd like Saturday delivery on a UPS shipment, please contact us at 877-597-1669 so we can assist you, as it's not an option during checkout.
Q: Where’s my invoice/ where’s my tracking number?
A: Our system sends two emails after you complete an order. The confirmation email goes out as soon as you complete the order and acts as a receipt. The second email goes out after the order has been processed and leaves the warehouse, and it includes a tracking number for the service your order was shipped with. If you lose track of one of these emails please let us know and we can send another copy to you.
Q: Email? I didn’t get an email!
A: The most common reason that customers don’t get the confirmation and/or shipping email is that they entered their email incorrectly during checkout. Please double check the email you entered during checkout to ensure it’s correct. If you did enter it incorrectly, give us a call and we can send it to you manually. The other most common reason is due to spam filters. Spam filters love to hide automated emails, so check to make sure your invoice/shipping confirmation didn’t get sent to the spam or trash folder.
Q: I don’t have an email, can I still order?
A: Yes! You can order through the website without entering an email, or you can call us to place an order. If you don’t have an email then we can’t send you the confirmation or shipping email, so keep that in mind. We can snail mail the receipt to you if you’d like, and we’re happy to give you the tracking number over the phone.
Q: Why am I being charged tax if I’m not in Arizona?
A: Due to the Wayfair ruling and the establishment of economic nexus laws, the days of not paying tax when shopping online are over. We are obligated to collect tax in any state that we meet certain thresholds, in addition to collecting in our home state of Arizona. Right now we collect in MI, IL, OK, CO, CA, PA, MA, OH, MD, MO, ME, and AZ, but that can change depending on our sales and changes to state laws.
Once you go to checkout but before you’ve entered your shipping address, you’ll get a cost estimate. Since the system doesn’t know where you are located yet, it shows your order including some amount of tax. If your shipping address isn’t in one of the above mentioned states, then you won’t be charged tax once you enter your shipping address. If you are in one of those states then the tax amount might change once the system knows your address, as tax rates vary wildly between states and local jurisdictions.
Please keep in mind that tax is based on the shipping address, not the billing address.
Q: Why is/isn't an item called CO-FEE being added to my order automatically?
A: On July 1st 2022, Colorado implemented a new tax called the Colorado Retail Delivery Fee. This is a flat $0.28 tax applicable to any order being delivered in Colorado via motor vehicle. This covers any orders with physical product that we ship to Colorado. Colorado's law states that the inclusion of the fee must be listed as its own line item, which is why we have needed to add the item CO-FEE to your order instead of just adding $0.28 to the tax line. Please note that CO-FEE has a price of $0.00, and that this fee only applies to orders with physical items shipping to Colorado.
As of July 2023, some small businesses (including us) are exempt from collecting this tax. We are leaving this in the FAQ because who knows if they'll change their minds in the future, but as of July 2023 we will no longer be collecting this tax on CO orders.
Q: Should I order on the website or by calling you?
A: We are happy to take your order over the phone, but it’s often easier and quicker to order on the website. This is especially true if you already have a cart or wish list filled out with all the products you want to order. Our customer service reps go through exactly the same steps to place an order as you do.
Q: Will my order ship out the same day I place it?
A: The early bird gets the worm! The earlier you order, the better chance your order has of leaving the same day you place it. Generally, orders placed before 1pm Arizona time will ship out the same day, although this is not guaranteed. Remember that irrigation is a seasonal business, so we have far more orders to process in April and May than we do in November and December.
Monday is always our busiest day, and while we do our best to ship everything placed before 1pm, some days it’s just not possible. The later in the week you order, the more likely your order is to get shipped the same day you place it.
All that being said, the rule laid out in our shipping policy still stands: orders with standard shipping will be shipped within two business days of placement.
Q: Is this Drip Depot or Dripworks?
A: No, this is The Drip Store, www.dripirrigation.com. We are all different companies with different websites, so if you call us with a Drip Depot or Dripworks model number we won’t know what you are talking about, but we will try to help you find the same product on our store. We also don’t honor any of their coupons and we can’t help you track your order on those sites because we’re not the same company. We are also not Sprinkler Warehouse, Home Depot, Lowe's, The Department of Homeland Security, or the ASPCA. We’re The Drip Store.
Q: What are your office hours?
A: We are open 7:30am to 4pm. Since we’re in Arizona – which doesn’t participate in Daylight Saving Time - we’re on Pacific Time during Spring and Summer and Mountain Time during Fall and Winter. Be aware that the staff is often busy opening from 7:30-8am and closing from 3:30-4pm, so there may not always be someone available to answer your call during those times.
Q: Nobody picked up the phone. What should I do?
A: If you leave us a voicemail, someone will call you back ASAP. This is usually the same day, but it may be the next business day depending on when you leave the voicemail. You can also use the contact form on the website to send us an email.
Q: Will being mean get me extra stuff?
A: As they say, you’ll catch more flies with honey than vinegar. Why you’d want to catch flies we’re not really sure, but the point still stands! We want to make working with us as pleasant as possible for everyone involved, and the best way to ensure that it’s not pleasant is to be mean to our customer service reps. The Drip Store is a family owned and operated business, and taking an unwarranted attitude is the quickest way to get transferred to Dad.
Q: Do I need X item for my system?
A: We’re happy to answer any questions you have regarding your system. You can call us at 877-597-1669, use the contact form on the website, or send us an email from HERE
Q: What about Y item?
A: Come on.
Q: Z item?
A: Now you’re just trying to be annoying! At this point we may just transfer you to DAD (Ominous music plays)
Q: How can I return something?
A: All you need to do is get an RMA number from someone at the office. Give us a call at 877-597-1669 to get an RMA. As it states in our return policy, orders without an RMA may not be accepted. All returns must be shipped to our warehouse at 221 E. Willis Rd. Ste. 7 in Chandler, AZ 85286.
Q: Do I have to pay return shipping?
A: This depends on the reason for the return. As a general rule, if we screw up we’ll take care of it, but if it was your mistake we won’t.
We will pay the shipping back in the case of a defective product or in situations where we shipped you the wrong item and need it shipped back. In some of these cases we will refund the outbound shipping as well.
However, if you ordered something you simply don’t need or ordered the wrong product of your own volition, we will ask you to pay the return shipping.
Since we have had one or two people try this over the years, now is a good time to mention that you shouldn’t try to pull one over on us. We can see who placed every order, when it was placed, what the weight at shipment was, if anyone called about the order at any point, and a hundred other things that will help us figure out if and why an issue with an order occurred. Additionally, we send all defective items to the manufacturer so they can be tested to determine whether or not they are truly defective. We won’t try to cheat you, so we’d appreciate it if you don’t try to cheat us.
Q: When will my credit be processed?
A: We will process your return as soon as we receive the product back. Any credits will be issued to the card they were paid with.
Q: A product I ordered isn't in the box! What do I do?
A: If your order is short, PLEASE CONTACT US WITHIN 7 DAYS OF RECEIPT. As stated in our returns policy, we must be notified of shortages within 7 days of your receipt of the shipment. After 7 days, whether or not we can help you will be at the discretion of the customer service rep you end up talking to. You paid good money for the product, so open the box when you get it to ensure you got your money's worth.
Q: How long after I buy a product can I return it?
A: Short answer: 30 days if it's unused.
Long answer: It depends on a couple factors. Some items, such as DIG controllers, have a manufacturer warranty that you can take advantage of. That usually involves returning the product to the manufacturer instead of us, but it is sometimes an option. We have up to 90 days to refund money to a credit card used through our website, so that sets a technical limitation on how far back we can issue refunds. If a product is defective we can be flexible, of course. Lastly, the customer service rep you deal with can make exceptions on a case-by-case basis.
Q: I was told that a product I ordered has been "backordered." What does that mean?
A: We have well over 1000 individual products, and while our warehouse is large, it isn't large enough to have a massive supply of every item at all times. This means that sometimes items get bought out in a short timeframe, before we can get more shipped to us from the manufacturer. A "backordered" item is one that is waiting for product to get to us. As soon as we receive new product in, the oldest orders with backordered items on them take precedence.
Q: Do you have any discounts available?
A: We run sales periodically throughout the year. Our biggest sales are usually in early Spring and late Fall. If you don’t see any sales running on our Seasonal Specials or Sale Items page, then we don’t have any special discounts available.
Q: Can I get a volume discount?
A: We have volume discounts for various items listed on the website page for those items, with a breakdown of the per-unit cost at different quantities. We do offer volume discounts on other items, but generally for very high volumes. While 100 1/4" barbs may be a lot for your yard, our manufacturers unfortunately don’t agree. Call us at 877-597-1669 to discuss special volume discounts.
Q: Can you special order X item for me?
A: It depends on the quantity. The majority of our manufacturers have order minimums, so it’s difficult for us to order small quantities of an item we don’t already stock. The larger the quantity you need, the more likely we’ll be able to get it for you. If you’d like to special order an item, please call us at 877-597-1669.
Q: Do you offer payment terms?
Q: But I’m a school/nonprofit/longtime customer/leprechaun!
A: Only for leprechauns, but you have to show us where your pot of gold is first.
Q: I'm getting an error that says "card number does not match card type" and it's preventing me from placing my order.
A: This happens when you let your browser autofill your credit card info. Type your card number in manually to avoid this issue.
Q: I got an error message during checkout and now there are multiple charges on my card. Why did you charge me multiple times?
A: When the system tries to process a payment, even one that has been declined, your bank will put a pending payment on your card for the amount of the order. If you try to pay and the transaction gets declined (whether due to lack of funds, incorrect card number, bad billing address, etc), your bank will act like the money has been taken out until they figure out that the transaction was declined. We don’t know why they do this. The pending charge will fall off of your card at your bank’s discretion, usually within a day or two. We know this is stupid, but there’s nothing we can do about it. We can’t call the bank and make decisions about your account because we are not the account holder. When you get your money back is entirely up to your bank.
Since we have dealt with this hundreds of times, we already know what the bank will say if you call them: they’ll say that it’s our fault and to call us. This results in a frustrating runaround that aggravates everyone except the bank and yields no results. We unfortunately can’t do anything about the bank holding your money, so our only option is to tell you to wait for the bank to figure it out.
We will only collect one charge from you. We cannot collect a charge until we have shipped an order corresponding to that charge, so we will never be able to collect more than one charge per order.
Q: That sounds like a pain in the neck. How can I avoid that?
A: The most common culprit is an address mismatch, which means the billing address you entered doesn’t match the billing address on the card. Make sure to double check the billing address you entered during checkout, because if it doesn’t exactly match the billing address for the card you’re using, you’ll get an error. Incorrect card information can also cause an error, so double check the number, CVV, and expiration date of your card to make sure it’s been entered correctly.
All of this is especially important when ordering by phone. When your customer service representative asks you for the billing address, be sure to give them the address for the card you plan to use.
The second most common error is a generic "this transaction has been declined." This can mean a lot of different things, but it usually comes up when there aren't enough available funds on the card or if the transaction gets flagged as fraudulent. Make sure you have enough available funds for the transaction and that you're not hitting any pre-set spending limits, as both of those can cause a transaction to get declined.
Finally, if you do experience an error message, take a moment to figure out exactly what it was and how to fix it. Getting frustrated is easy, but if you angrily click the button 50 times you could end up with 50 pending charges. Don’t hesitate to call us with any questions on this. We don’t want the bank to hold your money any more than you do.
Q: I made an account years ago, why can’t I log in?
A: In early 2017, we switched to a new backend for our website and it unfortunately could not import all of our old records. This means we don’t have any records of your account or orders from prior to 2017. If you created an account before 2017, you’ll need to make a new one.
Q: Someone in your office created an account for me when I called to order. How do I log in?
A: When one of the office staff makes an account for you, they will have the system send you an email with an auto-generated password for your account. If you find that email, you can use the password in it to log in. Once you’re in you can change the password to something you can easily remember.
Q: I can’t find the password email and I desperately need to order irrigation!
A: Don’t worry! You can always check out as a guest, which doesn’t require a password or an email. You can also call the office at 877-597-1669 and we can re-set the password for you.
Q: How can I find X item?
A: If you know the model number (sometimes called a “SKU”), you can enter it in the search bar. The search bar is at the top of every page on the website.
If you don’t know the model number, you can use the drop-down menus. The drop-down menus can be found on a bar near the top of the page. Each category has a name – like Drippers or Water Connections – with a little down arrow next to it. If you hover over the name a list will drop down with sub-categories.
For example, if you wanted to find 1/4” fittings you would hover over the button that says “Fittings” and then click on the button that says 1/4". This will bring you to a page that displays all of our 1/4” fittings.
Q: I’m on mobile, how do I navigate?
A: Things are a little different on mobile. At the top left corner of the page, just to the left of the logo, is a button with three horizontal lines. If you click on that, a menu will pop out on the left side of the screen. It will have buttons for each category such as “Timers” and “Water Connections,” with little plus signs next to them. If you click on the plus sign it will expand the button to show sub-categories. You will also see the search bar at the very top of this menu.
Q: How do I log into my account?
A: If you’re on your computer, use the button at the top right of the page that says “My Account.” When you click on that, you’ll get a list of things you can do, one of which is log in.
If you’re on mobile, click on the three horizontal lines at the top left corner of the page and scroll down to the bottom. The last button you see will say “log in.”