Frequently Asked Questions

Without getting too technical, the basic difference is that the old site was a compilation of static pages, while the new site is completely dynamic. What this means is that the new site is current and up-to-date by design. Pipes listed as available can be immediately purchased. It is no longer necessary to send an email just to find out if you can order something. Our new online ordering system is easy, quick, and secure.

Q: Can I still talk with a real person? How?

A: Yes, you can still speak with a real person. We can be reached by email at orders@thepiperack.com or by telephone at (800) 670-PIPE.

Q: Is my data secure?

A: We take data security seriously. Our online ordering system is secured by a Thawt SSL. We do not and will not retain credit card information. Any credit card information is submitted directly to our merchant bank and we do not store it.

Q: What is the most reliable way to ensure that I get the pipe I want?

A: The most reliable method of ensuring you get the pipe you want is to use the online order system. You do not have to submit your credit card information online; in fact, you don’t even have to pay by credit card. Our shopping cart system allows for “offline” payments such as checks and money orders, as well as a faxed- or telephoned-in credit card number. If you prefer to not submit credit card information online, simply click “offline payment” when you go to checkout.

Q: What are my options for ordering?

A: There are three options for placing an order at The Piperack. The easiest and most reliable is to place an order online using our shopping cart system. With this option you can choose to complete the order online using a credit card, or you can elect to make an “offline” payment by calling with your credit card information or sending a check or money order. In either case, once you submit your order through the shopping cart system, we have “reserved” the item(s) for you.

We can also take your order over the phone. When ordering by phone, we can take your credit card information or we can hold your order pending receipt of a check or money order. While we are happy to take your order by phone, this option is limited to normal business hours (Monday through Friday, 10:00 am to 6:00 pm Eastern Time,) and also by our workload, travel schedule, and call volume.

You can also submit an order by email. However, sending an email will not guarantee that you will receive the item(s) you ordered. Because the site is in “real time,” it is possible that another customer could purchase the items you have emailed about before we have a chance to review your message and remove the items from the site. For this reason, we strongly advise that you utilize the online shopping cart system to place your order.

One final note about ordering: orders are processed on a first submitted, first filled basis. Leaving a voicemail or sending an email is not the same as submitting an order, and in either case there is no guarantee that the item which was available when you contacted us will still be available when our staff processes your order. The most reliable way to be sure you receive the item you want is to order it online using the shopping cart system.

Q: Can I still order the old way?

A: Technically, you can still submit a request by email. However, it is not the most reliable way to ensure that you receive the pipe you want. Because sending an email does not remove an item from the site, it is possible that the item will be purchased by another customer before we can answer your email.

Q: Do I need a user account?

A: While a user account is recommended, it is not required. On the checkout page, you can select the button for “sign in as ‘Guest’”. If you do not create a user account, you will have to type in your contact information with each order. User accounts do not store any credit card information.

Q: If I’ve ordered from you in the past, do I have a use account already?

A: Since the user accounts require a password, we did not create user accounts for existing customers. Creating a user account is quick and easy, and once it’s set up, it’s in the system and you won’t have to type it in again. User accounts do not store any credit card information.

Q: I have a user account but I forget my password. What do I do?

A: On the user login page, there is a button to email you your password. It generally takes less than two minutes to receive your password via email.

Q: If I have an item in my cart, how long do I have to check out?

A: Basically, one hour. Once you place an item in your cart, the website automatically “reserves” it for you and marks it as such on the site. If you do not make any changes to your cart for one hour (either adding or removing items) your cart will be emptied and the items will be listed back on the website as available.

Q: I’m looking at an item and there is not an order button. Why not, and what should I do if I want it?

A: If there is no order button on an item’s detailed information page, it is not currently available to purchase. There are any number of possibilities, but most likely the pipe is reserved. To be notified if the status changes, simply click the “Questions about this item” link and send us an email. We will promptly notify you if the status changes.