Customer Service & FAQ

Customer Service
FAQ: Frequently Asked QuestionsRETURN TO TOP
Contacting UsRETURN TO TOP
  • Please use this Contact Form and we will be back to you shortly. Please do include your phone number as that is often the easiest way to communicate.
  • If you wish to write us, our address is Bounty Brassware Americas, P.O. Box 7603, Spreckels CA 93962-7603
My Account: Updating Account InformationRETURN TO TOP
  • Select "Log in", located at the top left of most pages, or simply select "My Account" located to the left of the checkout and cart buttons at the top of the page. From either method you will be directed to the Log In page. Enter your email address and password.
  • If you have forgotten your password, click the "Forgot Your Password" link on the login page and we will email you a temporary password; please check your email. Once logged in, be sure to change your password. A minimum of 6 password characters are required; we recommend a combination of letters, numbers, and special characters.
  • If you have forgotten your email, too, please use this Contact Form and we'll try to help.
  • "My Account" brings you to "My Dashboard" where you may change your password, edit your subscriptions and addresses. The left hand side of the "My Account" page also shows a list of other information and settings: please review for accuracy.

 

Privacy & Security RETURN TO TOP
  • Bounty Brassware Americas is committed to you, our customer, and we will always show our commitment by respecting your privacy and keeping your information secure. Any and all customer information collected for the purpose of processing your order will be completely confidential. Bounty Brassware Americas will never share, sell or otherwise distribute any of your information. Your e-mail address will only be used for shipping and billing orders, information updates and, if you choose, to receive relevant Sales or promotional emails from us, not third parties not associated with the manufacture or sale of our products. These settings are customizable on you dashboard.
  • For additional information on your privacy and what we do with your information, please see our Pop-ups & Privacy Policy. If you have any other concerns about our privacy policy, please use this Contact Form

 

Shipping & Delivery RETURN TO TOP

We offer $8.75 FLAT RATE and FREE SHIPPING to the 50 United States, US Territories, and US Possessions.

  • FREE SHIPPING: Orders of 32 minimum quantity or more of Pop Down® drains are shipped free to all 50 United States and to the below listed US Territories and Possessions
  • $8.75 Flat Rate: For all other orders there is a flat rate charge of $8.75 to all 50 United States and to the below listed US Territories and Possessions
  • Flat Rate & Free shipping services are via carriers chosen by Bounty Brassware Americas, only
  • If USPS, Fed-Ex, or UPS is unable to deliver to your address, please Contact Us prior to placing your order
  • Please note that shipping time does not include weekends. Delivery times are approximate and based on packages going to urban areas. Delivery to remote locations may take longer. For a better estimate please visit the shipping companies website, USPS, UPS, FED-EX, etc. If you choose to have your package shipped to your place of business please ensure you put the company name on the first address line
  • INTERNATIONAL: Please note: It is difficult to have our system give you the best standard rate for shipping. During checkout, you will see an option to request a shipping quote and to bill you later for shipping. Please be assured that your credit card will NOT be billed for the product in your cart until AFTER you have approved the shipping cost.
  • INTERNATIONAL: When placing orders that ship to international locations, please note the price and estimated arrival times may vary between countries. All International sales are final unless prior arrangements have been made. Please contact us for your special freight requirements.

US Territories and Possessions

The US Territories and Possessions are considered "Domestic" by the USPS and are thus Included in our $8.75 Flat Rate and Free Shipping offer. Offer subject to change without notice and subject to the terms and conditions of the USPS. The following ship-to addresses are available in shipping menus:

  • Guam
  • Marshall Islands
  • Micronesia
  • Palau
  • Puerto Rico
  • Samoa, American
  • Republic of Palau Island (PW)
  • Palmyra Island
  • U.S Minor Outlying Islands
  • U.S. Virgin Islands

 

Returns & Replacements RETURN TO TOP
  • Bounty Brassware Americas would like to say THANK YOU! for your business, and we look forward to making your online shopping experience a good one. We truly want your input if you have any issues with our product!

    Within the first 30 days of your online order, if you are not satisfied, or the item in some way does not meet your expectations, merchandise can be returned if it is unused, unopened, and in original packaging. Refunds will be issued for acceptable goods received and credited to the original credit card less a 15% re-stocking/handling fee. If you prefer you may request a store credit for 100% of the amount of returned goods excluding shipping charges. Management reserves the right to refuse a return if not received in the manner stated above. A copy of the customer receipt or order number (you can find your order number in the “My Account” dashboard) must accompany all returns and indicate the reason for the return using our secure Orders and Returns form or if you are not sure of all your order information use our Contact Form.

    We are not responsible for items damaged in shipping. In that case, you must file a claim with the shipping carrier.

    Bounty Brassware Americas will ship a replacement of defective item(s) upon receipt and verification of the defective product at our cost. Please consider getting a tracking number for the package, as we cannot offer replacement of a defective item that we have not received for defect verification. Replacement may take two to three (2 to 3) weeks to process if the item is not currently in stock.

 

Payment, Pricing & Promotions RETURN TO TOP
  • Payment is expected at the time of check out. Bounty Brassware Americas does not currently offer terms. Bounty Brassware Americas is constantly working to maintain the accuracy of our displayed prices. If you feel we have made an error, please do let us know via our Contact Form. We appreciate any and all positive and constructive criticism feedback, Thank You!

    From time to time, we will offer promotions. The terms of the promotions will be given with each promotion and/or further clarified in this section. If you would like to receive notice of promotions, look for the subscription area of the "My Account" dashboard.

 

Viewing Orders RETURN TO TOP
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    To view your open orders and past orders, log in to your account.

    Guests cannot access this function. If you purchased product using the "Guest Checkout" function and have questions beyond the scope of your received emails, or if you did not receive any emails regarding your order, please use our Contact Form and give us as much information as possible including a telephone number where we may contact you to clear things up.

 

How well does the Pop Down® flow? It looks like it might be slow! RETURN TO TOP
  • Thanks for asking. The Pop Down® flows very well and the flow rate is fully tested by the North American authority: IAPMO. They exist to help stop sub-standard products from going to market. Our products are thus cUPC® approved to be sure they meet North American building code standards. Here's the test wording, if you are interested: "The pop-down drain permitted a minimum flow rate of 7.0 gpm when a sustained water head of 6.0” was applied above the inlet and the outlet was open to the atmosphere. Finding: The flow rate measured was more than 7.0 gpm."

 

How do I become a distributor? RETURN TO TOP
  • To apply to become a distributor of Bounty Brassware Americas' product, please click here. A Bounty Brassware Americas representative will contact you and verify your business entity. Once a wholesale account is set up, your pricing structure will be visible to you upon web store log-in.

 

Is the Pop Down® drain approved for use by my local building official? RETURN TO TOP
  • The World's First Pop Down Drain Drain® is approved for use in both the United States: Uniform Plumbing Code UPC®, and Canada: National Plumbing Code of Canada cUPC® and meets or exceeds IAMPO standards and is ASME A112.18.2-2011 / CSA B125.2-11 compliant. Please see our product specifications here for further information.
  • UPC Compliance IAPMO

 

What kind of finishes do you have?RETURN TO TOP
  • Please find more about our finishes HERE. Also, near the top of every page is a drop down menu "Finishes" with direct links to available finishes, finish care, and custom finishes.

 

How should I care for my {{customVar code=popdown_name-pop-down-possesive}} finish?RETURN TO TOP
  • Please find more about how to care for your Pop Down® drain's finish HERE. Also, near the top of the page is a drop down menu "Finishes" with direct links to available finishes, finish care, and custom finishes.

 

What is your warranty?RETURN TO TOP
  • Bounty Brassware Americas' product warranty is one year from date of purchase (exception: Pop Down® cartridge warranty is 10 years, see next section). Bounty Brassware Americas will replace your product free of charge for one year should a manufacturing defect become apparent. All products MUST be closely inspected at the time of the delivery of the goods for finish quality. Any defects in finish must be reported to Bounty Brassware Americas within 5 business days of receipt of product. Bounty Brassware Americas is not responsible for subsequent finish damage if our Finish Care Guidelines are not strictly followed. Product issues attributable to incorrect use, abuse, hard water, incorrect installation, and poor or insuficient maintenance are not covered by this warranty. IMPORTANT: The use of traditional oil based plumbers putty, harsh chemicals, and/or abrasive cleaners VOIDS the one year finish warranty.

 

What is the Pop Down® cartridge warranty?RETURN TO TOP
  • Bounty Brassware Americas' Pop Down® cartridge warranty is 10 years from date of purchase. Bounty Brassware Americas will replace your stopper mechanism free of charge for ten (10) years should a manufacturing defect become apparent. Warranty does not include abuse or normal wear. Shipping & Handling costs for replacement parts are not included and must be paid by customer. If you purchased your Pop Down® drain from one of our many distributors, please contact them directly.

 

What's the best browser to use? RETURN TO TOP
  • Bounty Brassware Americas uses the Mac OS X platform and recommends Safari, Firefox, and Chrome. We test on both Mac and PC platforms as often as we can. If you are having any issues viewing our site, we would love to learn what they are and see if we can correct them! Please give us feedback on our Contact Form

 

How do I talk to a real person? RETURN TO TOP
  • We want to talk to you and want to always be available to you as best we can. We prefer you to use our Contact Form so we can manage our time shipping and receiving and fulfilling your orders but realize sometimes that doesn't work and you want to talk to a real person.

    On the contact form, please leave us your phone number (maybe two phone numbers to try?) and a brief description, if you please, of your issue and we will call you back! If you need to talk right away, please call 831-293-7077. Our current goal is to return all calls within a few hours, if not one business day. Thank you for your patience and understanding.

  • If you wish to write us, our address is Bounty Brassware Americas, P.O. Box 7603, Spreckels CA 93962-7603.

 

I have an idea, comment, web issue you need to know about... RETURN TO TOP
  • We would love to have your input: constructive (please) criticism, and accolades are welcome! Contact Us now!

 

Is your site secure? RETURN TO TOP
  • Yes, it is very secure. It is also PCI Compliant. We take security very seriously and considered many platforms to host our webstore on. We host our site with Pixafy and they are very good with computer security -it's their job. Please also see our Pop Ups & Privacy Policy