Contact Us / FAQs
- Tech support email [email protected] << Copy and paste this to your email account.
- For sales related questions or how to navigate our website call 877-848-2532 Monday-Thursday 8AM-4PM or Friday 8AM-2:30PM EST. You will need to leave a message for someone to return your call.
Q) Do your water softeners or filters come assembled? A) Yes. The control valve has been configured for the system and the bypass and/or connectors are shipped in the same box. The inner distributor is shipped inside the tank and we include a resin/media funnel for you to fill the tank with. The brine tank is completely assembled.
Q) How long does it take for my order to ship and for me to receive it? A) One to two business days. You can see our shipping information and map here >> Shipping Information
Q) How do I know what size system I need? A) We have a water softener sizing calculator on our home page. You will need to know your water hardness, iron levels (if any) and the number of persons or potential persons in your household. Go to our Test Kits page if you do not know your hardness or iron levels.
Q) Can you help engineer a system for me? A) Yes! Email us the following:
(1) Your water hardness and your iron level and pH if well water.
(2) Water usage per day (maximum). If home or business, how many persons?
(3) Total count of all water using fixtures for a commercial application or number of bathrooms if a home.
Q) What is the difference in the water softener resins that you offer vs. others found on the Internet?
A) The resin we offer is a high capacity 8% cross-linked that has been tested by the WQA (Water Quality Assn.). We do not offer 10% cross-linked resin or fine mesh resin because they simply do not last very long as do the resins that we offer. If these worked as promoted we would be sell[ng them.
Q) You mention that you sell US manufactured products.
A) Yes, the tanks, controls and most medias are produced in the US. Our resin is made in Canada. Otherwise all products that we offer are supplied by US companies. We buy the components and assemble and ship them from our warehouse in Ohio.
Q) What is the warranty of the product? A) The warranties of all components are spelled out on each product page. Field service warranty is handled by the buyer.
Q) Are your water softeners upflow or downflow brining? A) We offer both. The upflow systems are 12% more salt efficient.
Q) There is a lot of information on the Internet about various filter medias. How do I know what to believe? A) We use only industry standard medias that are certified by NSF for use in drinking water and we call them by their manufactured names. Some competitors make up their own brand name so that you cannot compare apples to apples. These companies attempt to disguise the product in an effort to have you believe that it somehow better that what the industry offers.
Q) Should I order a bypass for a water softener or whole house filter? A) A bypass allows to have the ability to turn off water supply to the softener without interrupting water supply to your home. The bypasses we sell will connect onto the back of the control valve. You may not need to order a bypass if you already have a "house bypass" that is in good working order and not connected to an old system.
Q) What do I need to know about the connectors to a water softener or whole house filter? A) Our available piping connectors are shown on a drop down box on each product link. You will need to know what size your plumbing is. Lay a ruler or tape measure across the pipe. 3/4" copper or CPVC pipe is 7/8" in diameter. 3/4" PVC would measure 1 & 1/8". 1" copper and CPVC would measure 1 & 1/8" in diameter and PVC would measure 1 & 3/8".
Q) Do I need to add a grid to my brine tank? A) An optional grid holds the salt up off of most of the water in the salt tank to prevent some salts from mushing or caking.
Q) What does a Res-Up feeder system do? A) This is a system that feeds a solution into the salt tank to assist the water softener is cleaning the iron, bacterial iron and/or sulfur from the internals of the system.
Q) How is media placed into the tank? A) We include a media funnel and a printed instruction sheet. Please refer to this sheet. If you ordered a filter or a commercial water softener then the gravel goes in first and the media second. We buy resin in one cubic foot bags so if you order a 1.25, 1.5 or 2.5 cu. ft. unit then the one half cubic foot quantities of resin come in a clear bag that you can see through and not the original bag. It all goes into the tank.
Q) What do I do if I have an installation or service question? A) There are some great videos online for both. Or refer to the supplied manual (also found online). If you get stuck for an answer then email us your questions.
Q) Why did my credit card fail? Can you place the order for me? A) We put the order in on the website the same way that you do. You can only use your card three times per day and if the transaction fails then you will have to try again tomorrow. The three big reasons that your card does not complete a purchase is (1) you used a different shipping address then your billing address and that address was not recognized (the message will say AV mismatch). Contact us and we will give you a procedure to go around this (2) there were spelling errors when entering the order and (3) your credit card provider flagged the purchase and you will need to contact them.