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.
Can I order by phone instead of online?
Because of security, fewer mistakes, and convenience, we strongly encourage customers to place orders on this website instead of by phone. >More Details
However, if you still prefer to order by phone, we'd be more than happy to assist during our regular business hours of 8 AM to 5 PM CST, Monday through Friday. You can call our Order Desk at 800-523-4321.
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.
A promo code I found on a coupon website doesn't work. Why?
They're not legitimate. We're not sure where some of these websites get their information, but if you see a posting for a code that is supposed to provide you a discount on Eley products...it won't work. We do not generate nor honor any such codes.
Do you charge sales tax?
Currently, we charge sales tax in the following states: AZ, CA, CO, GA, IA, IL, IN, KY, LA, MD, ME, MI, MN, NC, NE, NJ, NV, NY, PA, SD, TN, TX, UT, VA, WA, WI
I don't live in the United States. How can I buy your products?
At this time, Eley neither sells or ships to international destinations, including Canada. Unfortunately, the processing of international shipments is complicated and problematic. Currently, 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, where it can be retrieved and transferred across the border.
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
For products we don't produce, unfortunately, we're not in a position to recommend other brands.
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.
I have a question or 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, including:
- Product dimensions
- Pressure & temperature ratings
- Hose capacities
- Features & capabilities
- Installation & applications
- Common questions
Still can't find the answer to your question? Contact Us
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:
- Mis-keystroke. The most common issue encountered is simply entering the credit card information incorrectly. Slow down and give it another try.
- 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.
- Mismatch Billing Address. Make sure the billing address and zip code associated with your credit card match 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 card 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?
Our mission is to design, manufacture and deliver the highest-quality outdoor watering products in the world and back them up with the industry-leading warranties and the highest-quality customer support available. To that end, we have taken a global approach to resourcing the services needed to meet this goal.
- Product Design, Engineering, and Testing (In-house USA)
- Production & Packaging - Garden Hose (In-house USA), Reno, NV
- Production & Packaging - Reels, Watering Tools & Accessories (China)
- Warehousing & Order Processing (In-house USA) Reno, NV & Nashville, TN
- Sales & Marketing (In-house USA and numerous USA vendors)
- Shipping & Delivery (FedEx, USPS)
- Customer Support (In-house USA)
I need to change or cancel the order I just placed.
During business hours, (M-F, 8 am - 5 pm, CST), contact our Order Desk.
After hours and weekends, send us this Change or Cancel Order Form.
Please keep in mind that we process orders very quickly, and if it has already shipped, then 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 are 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'm having an issue with product assembly or installation.
- Hose Reel Cover Installation. Watch this video
- Hose Strap Assembly came apart? Watch this video
- Missing or Defective Part(s)? - Contact Us
All the parts are there and okay, but I'm having difficulty with the assembly process:
My hose reel has developed a leak.
I need to make a warranty claim.
If you believe your product is still under warranty, please initiate the warranty claim process by filling out and submitting our Warranty Claim Form.
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.
Find your part(s) using the following links:
I'd like to return or exchange a product I recently purchased.
Exchanges are handled by issuing a return for your original purchase and then having you make a new purchase for the desired item.
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.
Can I return unused components for credit?
Hose reel components that are not used in your particular application, (i.e. inlet hose, cart bumper, etc.), cannot be returned for credit or exchanges.
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
How do I change the password for my online account?
Reset your password using the following link.
If you're already logged into your account, first log out. Then on the account login page, click on the Reset My Password link.
Your inquiry not covered in the above topics or still having issues? Contact Us
If you’re wanting to sell products or services to ELEY, do not contact our customer support staff. Use this Vendor Inquiry Email