Customer Service

Account FAQ's

Ordering FAQ's

Product FAQ's

Returns FAQ's

How do I register for a website account at Pipeline Products?

To register for an account:

1. Visit www.pipeline-products.co.uk
2. Click “Login / Register” in the top left corner
3. Select the blue “Returning Customer?” banner
4. Enter your email and click “Forgot Password”
5. Follow the password reset instructions sent to your inbox
6. Return to the site and log in using your new password

This process activates your account and gives you access to your dashboard.

I forgot my password, how can I reset it?

Go to the login page, click “Forgot Password,” enter your email, and follow the reset instructions sent to your inbox. Then log in with your new password.

Can I change the email address I use to sign in?

Yes. Log in using your current email, go to your dashboard, and click “Edit My Details.” You can update your email, name, and display name there.

How do I view my previous orders?

Click the account icon in the top left corner to access your dashboard. Under “View Your Orders,” you’ll find both pending and completed orders.

Can I create a quote myself?

Yes. Add items to your cart, then click “Save as Quote.” Name your quote and choose whether to keep or clear your cart. All saved quotes are accessible from your dashboard.

Can I update my delivery address?

Absolutely. Log in and go to “Saved Addresses” on your dashboard. You can edit both billing and shipping details and use our postcode lookup for accuracy.

Do I need an account to place an order?

Not at all! Simply click the ‘checkout as a guest’ option upon checkout.

Can I pay by card?

Yes. We accept Debit/Credit Cards, Apple Pay, Google Pay, PayPal, Direct Bank Transfer, and Trade Account payments.

What if I don’t want to give my card details over the phone?

Your security is important to us! We’ll send you a secure online payment link via email. Payments are processed by Stripe, ensuring your details remain protected.

What payment methods do you accept?

We accept most payment methods except Diners Club International and JCB. Our online payment system Stripe does support AMEX.

I selected ‘Trade Account’ by mistake. What happens now?

No problem. Our Sales Team manually reviews all orders. If you don’t have a trade account, we’ll contact you to adjust your payment method and process your order.

Can I place an order over the phone?

Yes. If you prefer speaking to someone, call our Sales Team on 01275 873103. We’re happy to assist with product selection and ordering.

I’m not sure what I need. Can I get some help?

Absolutely. Use our live chat on the website, call us at 01275 873103, or email [email protected]. Our expert sales team is here to help.

Why does an item say ‘Available in 7–10 days’?

This means the item is temporarily out of stock but due for restocking. Lead times are estimates, so please contact us for confirmation.

Can I order custom items online?

For any custom orders, please contact us directly. There are so many variables when it comes to fabrication, we want to get the job done right and to fit your specifications. You’re welcome to use our live chat function, phone, or email us any information/drawings to [email protected].

What is your lead time for manufacturing orders?

Standard lead time is 10-14 working days. If lead times are critical, please contact us to confirm.

How do I know my order has been received?

Our website will send you an order acknowledgement notification. Orders placed over the weekend are processed the next working day.

What are your delivery charges?

Delivery costs depend on the weight of your order, starting from £10.00. If your order includes tube over 3 metres, DX will be your carrier.

How long does delivery take?

We aim to ship all in-stock items ordered before 4pm every weekday on a next-day service.

This is an achievable goal of ours but on busy days, our cut-off time for orders containing tube may be adjusted to 3pm.

Website sales (guest checkout) will be delivered within 3 - 5 business days.

Our standard delivery service is next day but is not guaranteed.

If you have specific delivery requirements please choose a service that reflects that or add your request to the order notes so our team can organise a suitable solution.

For customers in regions such as Europe, where delivery times may be slightly longer, we will provide you with the estimated lead time in your order confirmation.

Where do you deliver to?

Currently, there are no restrictions on where we deliver to.

Which carriers do you use?

We primarily use DPD and DX. For large or heavy orders, we may use alternative carriers. We will confirm which company is being used upon order confirmation.

Do you offer weekend delivery?

Yes. Saturday delivery is available for an additional fee. Please contact our Sales Team or select if using the website.

PLEASE NOTE: Our carriers advise that Saturday deliveries are not a guarantee. You’re welcome to opt for the Saturday supplement, but we cannot guarantee it’ll be delivered on that day as services at that time are restricted. It’ll be delivered the next working day if they’re unable to deliver on the Saturday.

Can I request priority delivery?

Yes. You can choose pre-9am, 10am, or 12pm delivery slots during checkout.

PLEASE NOTE: All delivery times are estimates and are not guaranteed. When despatching goods we are reliant on our service partners and cannot anticipate issues caused within there networks. Deliveries made on timed services will be considered successful if completed near to the specified time.

Will I receive a tracking number?

Tracking numbers aren’t sent automatically, but you can request one from our Sales Team.

Can I change my order after placing it?

If your order hasn’t been dispatched, changes can be made before 4pm (Monday–Friday). After dispatch, changes are no longer possible. Please advise us as soon as possible.

Can I cancel my order?

Cancellations depend on dispatch status. We understand circumstances change, contact us as soon as possible and we’ll do our best to assist.

My order hasn’t arrived. What should I do?

Call us on 01275 873103. We’ll track your delivery and contact the carrier if needed. Standard deliveries may arrive anytime between 8am–6pm.

There’s an issue with my order. What should I do?

Mistakes happen! Call us on 01275 873103 and we’ll work with you to resolve the issue quick and efficiently.

Why did my Butterfly Valve arrive without a handle?

Butterfly Valve handles are sold separately. Please check the product description for the correct handle code and ensure you add it to your order.

How do I order an actuator for my valve?

Each valve has a compatible actuator listed in its product description. For example, Butterfly Valves 1” to 3” require actuator code VMA16.

What is the standard specification for an OD Hygienic Ball Valve?

Our standard OD Hygienic Ball Valves are 3-piece, full bore, butt weld type. You’ll find them under product code SV05.

What are the standard BSP Ball Valve options?

We offer BSP Ball Valves in 1-piece (SV01), 2-piece (SV02), and 3-piece (SV03) options. The 2-piece BSP valve is the most commonly used.

Which seal material is best for my application?

Seal materials vary by union type and operating conditions. We recommend downloading our Seal Performance Chart for guidance. If unsure, contact us at 01275 873103 for expert advice.

https://pipeline-products.co.uk/wp-content/uploads/2020/01/Seal-performance-Chart.pdf

Where can I find product dimensions or technical data?

Every product page includes a downloadable PDF datasheet with full specifications. They’re located on the right hand side of the screen!

How long are your tube lengths?

Tube lengths vary by type:

• Dairy Tube: 6 metres
• Box Section: 6 metres
• Flat Bar: 4 metres
• Press Fit Tube: 5 metres
• Angle: 6 metres

Note: Flat Bar and Press Fit Tube lengths may vary. We offer cutting services for those that require shorter lengths.

What surface finish are your products sold in?

Most hygienic stainless steel items are supplied with a dull polished finish, available in grades 316 or 304. For specific finish details, contact our sales team.

Can you bore a blind flange to a custom size?

Yes, we offer custom fabrication services for blind flanges. Advise us of your required measurements and we’ll provide a tailored quote.

Do you stock PN10 flanges?

We don’t stock PN10 flanges, but our PN16 flanges may be compatible. In some sizes, dimensions and hole patterns match PN10 specifications.

What does "AV" mean in your saddle clips?

"AV" stands for Anti-Vibration. The blue inserts help dampen vibration and ensure a secure grip on the tube.

Are Pot Strainer elements included in the price?

Pot Strainer elements are sold separately. Use the following codes:

• 1–2": US012
• 2.5–3": US013
• 4": US02 Micron sizes vary by element.

Note: 1mm is equal to 1000 micron.

What are the standard seal materials for your unions?

All our unions have a specific seal and standard material, which is usually defined by the corresponding British or European standard. Each union and their standard seal material are below.

• RJT / IDF: Nitrile
• DIN: Blue NBR
• SMS / Clamp: Blue EPDM

We also offer Viton, PTFE, and Silicone upon request.

What temperature range do your seals support?

Temperature limits depend on the seal material and application. Contact us to discuss the most suitable option for your process.

Can I request a test certificate for my items?

Yes, test certificates are available upon request. Please contact us to arrange.

What if you don’t stock the item I need?

We’re happy to source non-stock items. Share your specifications and we’ll find a suitable solution for you.

What is your returns policy?

Yes, we have a returns policy. All returns, damages, or shortages must be reported within 48 hours of receiving your goods.

Full details of our returns policy can be viewed here:
Pipeline Products Ltd Returns Policy

How long does it take to receive a refund?

Refunds are typically processed within 3–5 working days. If your return involves sending goods back to us, the refund timeline begins once the items arrive at our warehouse.

Where should I send returned items?

Please send all returns to:

Pipeline Products
Unit 15
Five C Business Centre
Concorde Drive
Clevedon
BS21 6UH