FAQs

General Questions

Q: What products do you offer?
A: We offer a comprehensive selection of plumbing, heating, HVAC, refrigeration, and PVF products, as well as expertise in nine additional areas. Our inventory features boilers, water heaters, radiators, pipes, fittings, valves, and bathroom fixtures.

Q: Why are certain products restricted?
A: In the interest of safety and responsibility to the communities we serve as a company, F.W. Webb has chosen to sell certain products only to registered customers who are licensed contractors.

Q: Where are you located?
A: We have multiple branches across the Northeast. Find a branch or showroom near you here.

Ordering and Payment

Q: How can I place an order?
A: Orders can be placed through our website, by phone, or in person at one of our branches.

Q: What payment methods do you accept?
A: We accept all major credit and debit cards.

Shipping and Delivery

The following Terms apply to transactions completed as a guest during checkout. If you have an existing F.W. Webb Company account, please contact your local branch for more information on account related policies.

Q: What are your shipping options and rates?
A: We offer ground, two-day, overnight, and truck freight (LTL) shipping options. Shipping rates vary based on the size and weight of your order and your location. You can view shipping costs at checkout.

Q: How long does delivery take?
A: Ground delivery typically takes up to 7 business days from the ship date, while truck freight (LTL) delivery takes up to 12 business days from the ship date. Delivery times may vary based on your location and product availability.

Returns and Refunds for Guest Customers

The following Terms apply to transactions completed as a guest during checkout. If you have an existing F.W. Webb Company account, please contact your local branch for more information on account related policies.

Q: What is your return policy for guest customers?
A: We offer a satisfaction guaranteed 30-day return policy on purchases. Review some of our restrictions here.

Q: How do I initiate a return?
A: To initiate a return, please contact our guest customer service team at [email protected] with “RGA# Request” in the subject line. We will provide you with a return authorization and instructions.

Contact Us

Q: How can I contact guest customer service?
A: You can reach our guest customer service team by phone at 888-833-8277, by email at [email protected], or by submitting our online contact form here. For customer service, please contact your local branch.

Q: What are your guest customer service hours?
A: Our customer service team is available Monday to Friday, 7:30 AM to 5:00 PM (EST). *Holiday hours may vary.

Website

Q: What should I do if I forgot my password?
A: Click “Forgot Password” on the login screen. Enter your email address associated with your customer account. If that email is one we have as a login, you will receive an email with your current password

Q: What should I do if I didn’t receive the “Forgot Password” email?
A: If you do not receive a “Forgot Password” email, please reach out to us at [email protected].

Q: How do I login with a temporary password?
A: If you find your temporary password doesn’t work, please reach out to us at [email protected].

Q: How do I update my email address?
A: You will need to add the correct email as a New User. Once this is done, you may remove the bad email. If you remove the old email first, you will lock yourself out of the account. If this happens, please reach out to us at [email protected].

Q: How do I contact guest customer support?
A: Reach us at [email protected] or call 888-833-8277. Our support hours are Monday to Friday, 9:00 AM to 5:00 PM (EST). *Holiday hours may vary.

Q: Why is my email is already registered to another customer account?
A: An email address can only be registered to one customer account. If you receive an error message that states that the email you are providing already exists, please contact [email protected].

Q: I currently have a Customer Account. How do I sign up for credit terms?
A: If you already have a Customer Account with us, please follow these steps:

1. Sign In
2. Hover over you Customer Account Number
3. Select My Account
4. Select Request Credit Terms
5. Fill out and sign the form.There is a 2-3 day review period on the request.
6. Our Credit Department will contact you via email or phone call if further information or additional signatures are required to complete.

Q: I do not have a Customer Account. How do I sign up for credit terms?
A: You must register for an account here first before signing up for credit terms.

Q: I have an account and I can't submit my order. Can you help?
A: If you already have a Customer Account with us, please follow these steps:

1. Please check to see if there are any fields in RED that would state that it is required and is missing info or there is an error in what you entered. Job Name, PO#, and Release# are typically where this RED font will be. If you require any of these when at the store, they are required online too.
2. If you are having another issue, please contact [email protected] and provide what error message you are seeing. If you can also provide screenshots, this will help our team troubleshoot the issue quicker.

Q: I do not have an account. I am a guest and I can't submit my order. Can you help?
A: If you DO NOT already have a Customer Account with us, please follow these steps:

1. You can reach our guest customer service team by phone at 888-833-8277, or by email at [email protected].

Accessibility and Privacy

F.W. Webb is committed to ensuring digital accessibility for all people, including those with disabilities. We are continually improving the user experience for everyone and applying the relevant accessibility standards.

Still have questions?

If you didn't find the answer you were looking for, please don't hesitate to get in touch with us. We're here to help!