WILDEN STORE FAQ

ORDERING & SHIPPING

How can I order items from the Wilden Store?

All products listed on the Wilden Store can be ordered online.

Find your product(s), click the “Add to Cart” button, click the “Checkout” button and proceed with your shipping address and credit card information at hand.

If you are a first time customer, you will need to create an account by entering your first and last name, email address, password, zip/postal code and company name.

If you are a returning customer, you can sign in with your email address and password.

When you reach the Checkout page, click the “Place Order” button to submit your order for processing.

Once your order has been submitted, you will see an order confirmation page with your order number and details. You will also receive an email confirmation with the same information.

Where will my order be shipped from?

Upon checkout your order will be assigned to a Wilden distributor based on your shipping address. Anytime you enter a different address, you may encounter a change in distributor assignment.

Look for the Distributor information, including the origin address, in the top right corner of the Checkout page.

When will I receive my order?

We work hard to ship every order within 2 business days or less after it’s been received.

Time in transit depends on the shipping option you choose at the checkout. Standard Ground and Overnight options are available.

I am in a rush. Can you expedite my order?

Wilden distributors will do their best to get your order out the door in the shortest timeframe possible. Feel free to use Find Your Distributor feature to find your local distributor and contact them directly for the most current availability info and/or request expedited handling.

Can I order with a PO?

Yes, but you need to place at least one order using a credit card first to get assigned to a Wilden distributor. Then, you can contact the Distributor and request Pay by Terms payment option “turned on” for your account. Unless you are a known customer and had prior business relationship with the Distributor, you may have to go through a standard credit application process. Once the Distributor updates your account settings with Pay by Terms option, you will start seeing both Credit Card and Purchase Order payment methods available to you as you go through checkout.

Note: Pay by Terms arrangement is only valid between you and the Distributor that has approved it, which means that when you place an order shipping outside of the Distributor’s territory you may not find Purchase Order option available to you and have to go through the approval process again with another distributors.

I’ve been buying Wilden products before and have a discount. Can I apply it to my order?

Yes, but you need to place at least one order first to get assigned to a Wilden distributor. Then, you can contact the Distributor and request the discount you’ve negotiated added to your account.

Note: you will not see discounted pricing as you browse the site and add products to the shopping cart, but you will see it on the Checkout page right before you pay.

Note: the discount you’ve negotiated with your Distributor will not be available to you when you place an order shipping outside of the Distributor’s territory.

I am tax exempt. How can I avoid paying sales tax on my order?

Initially you will need to place your order and pay sales tax. However, once it is assigned to a Wilden distributor you should contact them directly and provide proof of your sales exempt status. After the Distributor receives your tax exemption documents, you will receive a sales tax refund back to your original method of payment.


RETURNS, EXCHANGES and CANCELLATIONS

How do I cancel my order?

You can cancel your order at any time before it ships by contacting the Distributor it has been assigned to. Look for the Distributor contact information on your order confirmation.

What if I need to return/exchange the product(s) I ordered?

You must contact the Distributor that’s been assigned to your order to request return/exchange of the product(s) you purchased.

Refunds

After contacting the Distributor, should you decide to return your order, we will process a refund within 5 business days after receiving the return.


ORDER STATUS

Why didn’t I receive my Order Confirmation via email?

Check your “junk mail” and “spam” folders in your email inbox to make sure that the Wilden Store order confirmation is not stuck there.

If it is not there, be sure to verify your email address on the My Account page of the Wilden Store.

Feel free to contact the Distributor that’s been assigned to your order and request them to send you the confirmation.

How can I view my order status?

To check your order status 24/7, sign in to your Wilden Store account and click on the “Order History” link for a complete list of your orders.

You may also choose to contact the Distributor that’s been assigned to your order.


SIGNING IN

What is my User ID?

Your User ID is the email address you used to create your account. Please contact your local Wilden Store distributor if you forgot it.

What is my Password?

If you have forgotten your password you can create a new password by resetting it on your own. Here’s how:

  • Go to the Forgot Your Password page and provide your email address.
  • We will send instructions on how to reset your password to the e-mail address stored in your account.
  • Click the link contained within the password reset email and provide the required information.

Note: The information you enter must be identical to the information submitted on your registration.

Why can’t I sign in?

Please follow these steps to ensure that you are signing in with the correct information:

  • Are you registered on the Wilden Store? If not, register.
  • Check your email address and password. They must be entered exactly the same way as they were during registration.
  • Note: Your password is case sensitive (e.g. password or PASSWORD).
  • If you cannot remember your login information, go to Forgot Your Password page and provide the required information. We will send instructions on how to reset your password to the e-mail address stored in your account.
  • If you are still having problems signing in, contact us at 1-909-422-1758 or send an email to wildenstore-customercare@psgdover.com.

UPDATING MY ACCOUNT

How do I update my address/account information?

Sign in at the top, right-hand side of any page or if you are already signed in, click the “Account Profile” link in the global navigation bar at the very top, right-hand side of the screen.

The My Account page will be displayed. Use left navigation to:

  • Change your password
  • View order history
  • Check order status
  • Manage saved carts
  • Update address book
  • Manage payment methods

How do I change my email address?

Your email address is not only used to sign in to your account and communicate about orders. It is also treated as your “account ID” and therefore cannot be changed.

If you must use a different email address, please create a new Wilden Store account.


PRODUCT INFORMATION

Who do I contact for specific product information?

Our distributors can provide you with information about product selection, application assistance, installation, troubleshooting, performance data, maintenance and general technical guidance.

Please use Find Your Distributor feature to find your local distributor and contact them directly.

Technical support documents are available online for most products. Navigate to the product page and look under Features, Performance, Certifications and Literature and Drawings tabs. Also, visit our Support section for the Chemical Guide as well as to search for manuals, brochures and flyers.

How do I find a Wilden pump based on a competitor part number?

In response to customer feedback, we’ve developed competitor cross-reference feature that allows you to find a Wilden pump comparable to equipment from other manufacturers. The feature uses competitor part numbers and currently supports ARO, Sandpiper and Yamada nomenclature. Please visit AODD Pumps page and look on the left (under the navigation) to get started.

Note: although we took a lot of time and due diligence to develop the look-up algorithm, its accuracy is highly dependent on the data (competitor part number) you input. Mistakes in the part number may produce no matches, but they may also produce invalid matches. Please make sure to review properties and specifications of the Wilden pumps prior to placing an order as we cannot guarantee 100% match every time you use the tool.


INTERNATIONAL

What countries can I have my order shipped?

Currently Wilden Store accepts orders shipping within the United States and Canada only. Orders with destinations in Canada are processed and shipped by Wilden Canadian distributors, so the goods never cross the border.

If you are located in another country and would like to purchase a Wilden product, please visit us at www.wildenpump.com to find a distributor near you.

How does Wilden Store calculate Canadian pricing?

Canadian pricing is calculated by applying a fixed multiplier to the USD pricing. The multiplier is reviewed and updated regularly to reflect the most current exchange rate.

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