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    Have a question?  Need help?

    • The answer to most inquiries can be found on this website, 24/7/365. 
    • It's quick, easy and thorough.
    • Please start by clicking on the appropriate topic from the list below.    

    Pre-Purchase 

    Are your products available through any local retailers?

    Sorry, no. Eley products are sold from this website and ship consumer-direct from one of two Eley warehouses, reaching 95% of all locations within the 48 states in just 1 to 2 days.  

    How quickly will my order arrive?

    We ship Monday through Friday. The strict cut-off time for orders to ship the same day, is 2:30 PM (your local time).  Orders placed after 2:30 PM or on weekends will ship the following weekday.  Visit our Shipping Policies page for complete details and delivery-time maps.  

    Do you offer any discounts? 

    Sorry, no. We like to keep things simple and uncomplicated.  This policy is firm. A more thorough explanation can be viewed on our Discounts and Special Offers page. 

    I prefer to order over the phone instead of online.

    Security, fewer mistakes, speed of shipment and convenience are the reasons we strongly encourage customers to order from this website instead of by phone. Still want to order by phone?  Contact our Order Desk.  

    I don't live in the United States.  How can I buy your products? 

    At this time we neither sell or ship to international destinations, including Canada.  Unfortunately, the processing of international shipments is complicated and problematic. The solution we had in place with our carriers was not cost effective.  We are currently exploring alternatives with various international carriers in hopes of securing a better and more sustainable solution. We have no estimate on when, or if, such a solution can be implemented.  As of now, the only way to get an Eley product into Canada, is to buy it online from our website and have it shipped to an address in the USA, near the border, and then make the trip across the border to pick it up. 

    I don't see the type of product I'm looking for.  Do you make it?  Recommend others?

    Products We Offer

    The only products we design, manufacture and sell at this time are found on this website.  Specifically, at this time we do not offer:

    • Pressure Washer Hose Reels (We discontinued that line in 2017)
    • Assisted-rewind hose reels (spring or electric rewind, etc.)
    • Swinging or pivoting hose reels

    Brand Recommendations?

    For products we don't produce, unfortunately, we're not in a position to recommend other brands. We'd suggest researching reviews and forums online.

    Product Suggestions

    Customer feedback is given serious consideration at Eley.  If you have a suggestion for a new product or a product improvement, we'd love to hear from you.  Use the following link to submit your feedback. Thank you for sharing.  It helps give direction to our design team. 

    Submit Product Suggestion 

    I need clarification on a specific product feature or capability. 

    It's sometimes easy to miss all the fine details that can be found on our product pages.  Select the following link that best matches your question:  

    • Product dimensions
    • Pressure & temperature ratings
    • Hose capacities
    • Features & capabilities
    • Installation & applications
    • Other questions

    I'm having trouble checking out of your shopping cart. 

    If you did not see a Thank You page, then your order was not successfully submitted.  Most checkout issues have to do with the credit card information entered.  Here's a checklist and then try it again:

    1. Mis-keystroke.  The most common issue encountered is simply entering the credit card information incorrectly.  Slow down and give it another try. 
    2. Duplicate entry.  You will usually get this error message if you made a mistake entering your card information on the first attempt, and then attempted a second attempt took quickly.  Many credit card processing services have a time delay before a second attempt can be made.  Wait a good 60 seconds and then make another attempt.
    3. Mismatch Billing Address.  Make sure the billing address and zip code associated with your credit card matches the billing information entered on the order. 

    Still having issues?  Contact Customer Support

    Can I use a credit card gift card along with my regular credit cart to make a purchase?

    Unfortunately, our website cannot process two cards for a single order.  However, there is another method of accomplishing the same thing.  Use your existing Gift Card to purchase an ELEY Gift Card from this website.  Once you receive your Eley Gift Card & Code, (which can take up to 24 hours to process), then return to this website and simply enter the Eley Gift Card Code at checkout.  You can then complete checkout by paying for the remaining balance with your regular credit card.

    Where are Eley products made?

    USA Operations

    • Product Design, Engineering and Testing (In-house)
    • Production & Packaging -  Garden Hose (In-house), Reno, NV
    • Warehousing & Order Processing (In-house) Reno, NV & Nashville, TN
    • Sales & Marketing (In-house and numerous US vendors)
    • Shipping & Delivery (FedEx, USPS)
    • Customer Support (In-house)

    Overseas Operations

    • Fabrication & Packaging - Reels, Watering Tools & Accessories (China)
    As you can see, even though some fabrication operations take place overseas, your purchase of ELEY products supports both American families and the American economy across a wide range of industries.   So, why are some of our products fabricated overseas?  Read History of Our Manufacturing Operations

    Post-Purchase

    I need to change or cancel the order I just placed.

    During business hours, (M-F, 8 am - 5 pm, CST), call our 'Change Order' staff at 800-523-4321 for immediate assistance. After hours and weekends, send us this High Priority Email

    Please keep in mind that we process orders very quickly, and if it has already been shipped out the door, then our options become limited.  We will reply to your email promptly to let you know the status of your request.  

    Where is my order....or the rest of it? (Tracking)

    Check Tracking Numbers

    Step one is to check the tracking numbers on the Ship Notification email we sent to you.  Be sure to check your junk and spam folders if you don't see it in your inbox.  We ship using both FedEx and USPS, depending on the size of the package.  Also, depending on inventory, some packages may ship from our Nashville, TN warehouse, while others (especially hose products) may ship from our Reno, NV warehouse.   View Sample Ship Notification Email.   

    Open & Check All Boxes

    Do you have any unopened boxes?  Some smaller items can be often packed inside larger boxes. If tracking shows all packages delivered and all packages have been opened and you're still missing something, then please send us an email at the following link. Missing Package Email

    I need assistance with product assembly. 

    • Missing Part(s)? - Please send us an email with your order number and the item or items your missing. Missing Parts Email
    • Defective Part(s)? - Please take a picture (and/or video) of the defective item and send it to the following email link and we'll get back to you promptly during normal business hours.  New Product Defective Part Email

    All the parts are there and okay, but I'm having difficulty with the assembly process:  

    I need replacement parts. 

    • Replacement parts can be ordered directly from this website. 
    • All parts are available for products sold since 2009. 
    • Limited parts are available for products sold prior to 2009. 

    If you believe your product is still under warranty coverage, visit our Warranty Submission page.  Otherwise, select the the appropriate link below to find your replacement part(s).  

    Garden Hose Reels & Kits

    Watering Tools & Accessories

    Pressure Washer Hose Reels

    Air Hose Reels

    I have a problem, issue or concern with my product.

    I need a receipt or copy of my invoice. 

    Please send us an email using the following link and a PDF copy of the paid invoice will be emailed to within minutes during regular business hours, (M-F, 8 am - 5 pm, CST)  Copy of Invoice Request

    I'd like to return or exchange a product I recently purchased. 

    Exchanges
    Exchanges are handled by issuing a return for your original purchase and then having you make a new purchase for the desired item.

    Returns
    If your purchase is within the 30 day Return Policy time period, you can submit a return request using the link below.  Successful refunding of your purchase requires the use of a Return Good Request number (RGR#), which we'll provide , along with complete return instructions in a follow-up email. Please keep in mind that returns must be sent back to our warehouse freight prepaid.

    Submit Return Request

    How do I change the password for my online account?

    Reset your password using the following link. 

    Reset My Password

    If you're already logged into your account, first log out.  Then on the account login page, click on the Reset My Password link.  

    I own a Rapid Reel air hose reel.  Are replacement parts still available?

    Visit our Air Hose Reel parts page for details. 

    Your inquiry not covered in the above topics?    Contact Us

    VENDORS
    If you’re wanting to sell products or services to ELEY, do not contact to our customer support staff.  Use this Vendor Inquiry Email.
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