(877) 787-8833

Customer Service

Talk to a Human

We’re a small business, so your phone call won’t be met with an annoying long phone menu. And your email won’t end up out somewhere on the web, never to be answered.

So give us a call, send us an email, or join us on social media. We love tweets, likes, pins, and follows!

We look forward to helping you upgrade your RV’s waste system, so dumping your tanks is as clean and simple as putting gas in your car.

Shipping

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Shipping Methods

Processing of your order will be approximately 1-3 days on most items. Others can take 5- 6 days. To ship your merchandise, we use both UPS and USPS. Keep in mind that ground transit time can be 6-10 days depending on how far the destination is from Hollister, CA. If you want expedited service – you can choose different expedited shipping options at check out.

UPS- transit and delivery days are Monday – Friday (excluding major holidays)
USPS- transit and delivery days are Monday – Saturday (excluding major holidays)

Shipping to a Different Address

We know that most of our customers are travelling in their RV’s and may not be at their home address so our website makes it easy to ship to a different address. If shipping to an RV park, do include the name of the park and your site number. Inform the person in the RV park’s office that you are expecting a package and to hold it for you. In some parks the delivery driver will deliver the package to your campsite, and often in this case you will need to be there to receive it. Another option is shipping your order to a UPS store or depot. Please contact us to make those arrangements.

General Delivery
If you need to have your order delivered to the local post office with General Delivery, you will need to call us. Not all post offices offer that service and we will be happy to do the leg work and find out if it’s possible.
Local Pick Up

If you are in the area and would like to pick up your products, please call us first so we can have your order ready for you. Some items are not assembled until an order is placed for them.

Due to COVID19, you must wear a face mask to enter our facility.

International Shipping
Shipping outside the US can take from 4-22 days. It all depends on the selected carrier. You will get a more specific estimate at checkout when you pick your desired carrier. These shipments can be subject to import taxes and customs levied by the destination country. Generally, most foreign customers are not charged when the shipment is received. However, additional custom charges must be paid by the recipient. You should check custom policies in your destination country. If you do get charged, payment is expected immediately by the carrier. If you decide to refuse shipment because of these charges, or your order is rejected due to item restrictions by customs, or if your order is returned by the local post because they can’t locate your address – we can only refund the cost of the product, not the shipping or return shipping fees once the package is returned and processed by our warehouse.
What does "Billing Information Received" mean?
This means we have created a label for your order and the information has been electronically sent to either UPS or USPS. The first scan will be visible once the package has been picked up by the carrier. Normally you’ll see tracking progress within 24 hours of the “billing information received” notice.
Damaged or Lost Shipments

Please examine your order immediately upon arrival. Inspect the package for signs of damage, missing or incorrect parts. We put a lot effort into packaging your order to prevent shipping damage. However, it does occur occasionally. If you receive a damaged part DO NOT accept the package. Return to Sender immediately. If it was left in your absence, contact us immediately so we can initiate a claim with the carrier. Save everything, all packaging included because it may be needed in order for the claim to be processed.

If you think your package has been lost in transit, you can report it 24 hours after expected delivery date and time.

Product Availability

We are open Mon-Fri 7:30am-4:30pm PST

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Electronic Waste Valves, Premium & Pro-Series

We build our valves right here on site, by hand. They typically ship out in 1-3 days from order placement.

Sewer Hose Kits, Storage Systems

We build these by hand as well, so they ship out 1-3 days from order placement.

The Items Listed Below Ship Within 24 Hours (If placed on a weekday)

Valve Accessories
Plumbing Fittings
Sewer Hose Accessories
360 Roof Vents
Hepvo Waterless P-Traps
Biffy Bidet
Pure Power Holding Tank Treatments

Coordinating Shipping with RV Travel
We realize that many of you are traveling and staying in RV Parks, so if you’d like to get a better idea of when your valve will ship out, feel free to call us after placing your order. We’re happy to coordinate shipping your order, according to when you’ll arrive at your next destination.

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Order Changes or Cancellations

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Order Changes or Cancellations

Need to change or add something to your order after submitting? We’re happy to help. Call us at 877 787-8833 as soon as possible after placing your order if you need to make any changes. If you email us, we may not receive them in time to stop the order from shipping out.

*Please note that if paying by PayPal, we may not be able to make changes to your order.

If you need to change the address on an order that has already been shipped via UPS, please call us right away. There will be a fee of $16.00 per tracking number to reroute the order while in transit. Orders shipped via USPS cannot be changed while in transit.

Returns

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Return Due to Change of Mind

Drain Master will happily accept returns due to change of mind as long as a
request to return is received by us within 30 days of receipt of item and are
returned to us in original packaging, unused and in resalable condition.
Customers are responsible to pay for and arrange the return shipping of the product.

Once returns are received and accepted, refunds will be processed via the original method of payment. We will notify you once this has been completed, via email.

We will refund the value of the goods returned but are unable to refund the value of any shipping paid.

Warranty Returns

If you’re having an issue with a product that you think may be caused by a defect in material or workmanship, please contact us immediately to obtain an RMA number. We may request that you send in pictures or for the item to be returned to us so we can inspect and test it. You will be required to pre-pay the return shipping, however we will reimburse you for the product and return shipping cost, upon successful warranty claim. We recommend that you use a trackable shipping method to return the part to us.

Once warranty claim is confirmed, we will refund you using the original payment method and notify you by email.

Contact Us

Need to update your order? Questions? Comments?

Call Us (877) 787-8833

Monday-Friday 7:30AM-4:30PM (PST)

Mailing Address

400 Park Center Dr. Suite 6
Hollister, CA 95023

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