Ordering & Payment
Ordering (B2B & B2C Sales)
To place and order with us you can either;
- Order over the phone
- Order via email
- Send a purchase order
Some additional items are available to buy online
We offer a few items for purchase through the website
The following information is for online orders only.
All other items need to be ordered with an official purchase order or by contacting our sales team
When you’re done, you will have the option to save your information for faster checkouts in the future.
We only sends e-mails based on your orders, never junk or spam.
For online orders we use PayPal or Stripe to process all credit and debit card payments because we believe it is a safer and more convenient way to process payments.
You can use your card to make payments through Paypal.
If you have any questions or would prefer to place your order by phone, please feel free to call Monday-Friday, 09:00 to 17:00 pm.
How do I change my password?
To change your password you will have to log into your HoseReelDirect.Co account. If you cannot remember your password, please click on My Account and then follow the prompts under the "Forgot your password?" link. Once you have logged into your account click on "My Account," and then "Login Info." This will take you to a page where you can enter a new password.
How do I find what I need?
We advise identifying the item you need based on model numbers and/or product specifications, not the pictures. Some of our images are provided by the manufacturers and therefore are not guaranteed to match the product. You can look through our categories, use our search function or our Narrow by Specification Tool on the far left side of the screen to assist in finding what you need.
How can I change or cancel my order?
In order to provide the best customer service possible, we typically process our customers’ orders within 90 minutes. If you need to cancel or change an order, please contact us within this time frame. The best way to ensure your change or cancellation is made is to reply back to your order confirmation email with the information. Unfortunately, we cannot add items to an order without canceling the original order and placing a new one or placing another order for any additional items you missed the first time around. Our customer service team will gladly assist you with this process. If you don’t realise the error until after the 90 minute time frame, we will do our best to accommodate your changes, but we cannot make changes to an order after it has already shipped.
My card was declined, I have no order, but it looks like you have charged my card.
Some card providers place a temporary hold on funds that are part of an unsuccessful charge or a declined transaction. If you do not have an order in our system, it is likely that the withheld funds are not actual charges. Instead, the withheld funds are temporary holds that will be released back into your account. Please contact your bank or credit card provider with concerns regarding holds. If you still require further assistance, please contact our customer service agents. Our system will never allow us to capture the funds if your card is declined by our system.
Do you carry spare parts?
While we do carry many parts for various items, we are not a manufacturer and cannot carry every part for every item. If you are not able to find the exact part you need on our site, please contact us and we will assist in providing suggestions of where to locate the necessary parts. Unfortunately we cannot special order any parts.
What if an item is out of stock?
Unfortunately, we occasionally do run out of stock on various items. Some of these delays are beyond our control, but we update our site as soon as we have inventory available. If you would like to be notified when this occurs, simply click “Click here to be notified” under the Out of Stock notification on the product detail page, enter your email address and any notes, and we will advise when the product becomes available.
Why did my credit card decline?
When charging your credit card, you may receive one of the following errors: "Decline" means either you have insufficient funds or your expiration date is incorrect."AVS mismatch" means that the billing address does not match the billing address in the credit card company's records."Credit card number is invalid" means just that. A digit may have been transposed or may be missing, but the number as given is not a valid card number. If you attempt to charge the same credit card multiple times, you may be locked out and not be able to place an order on our site for approximately 24 hours.
Please call our customer service line for further assistance.