FAQ

I need help with…

MY ACCOUNT

When you log in, there is a red link below the Login button that says, “Lost your password?”. Click the link and enter the email address associated with your account. A link to reset your password will be sent to that address.

If you need help retrieving account information like your email address, please contact HammerHead® customer service at 800-331-6653

When you log in, you can access all your account information by clicking “My Account” on the top of the screen. From your account dashboard, click “Addresses” where you can edit both the shipping and billing addresses associated with your account.

Once you are logged in, click on “My Account” at the top of the screen. From your account dashboard, click “Account details”. There will be a gray box that reads “Password Change”. Here you will enter your current password and then enter a new password. To save your new password, click “Confirm new password”.

Log in using your existing username/email address, then click “My Account” at the top of the screen. From the account dashboard, click “Account details”. There you can enter a new email address and click anywhere on the screen. You will see a red message that says, “Account details changed successfully”. By updating the email address of your existing account, you will still have access to all your past orders from your account dashboard.

Order Fulfillment & Payment

Once you are logged in, click “My Account” at the top of the screen. From the account dashboard, click “orders” where you will see all of your past order information.

No. Your security is our top priority so HammerHead has elected not to store any customer credit card information. You will need to provide payment information with each order you submit. We apologize for the inconvenience and appreciate your understanding in our concern for the safety of your personal data.

Within 24 hours of your order being shipped, you will receive a notification via email to the address associated with your account that indicates the order has been ‘completed’. Currently, the site does not allow you to see the status of your order from your account dashboard. Instead, a HammerHead representative will contact you to provide shipping information or inform you of any circumstances affecting your order.

To checkout using a Purchase Order number, you must have an existing account with HammerHead Trenchless. An existing account is not the same as your HammerHeadShop.com account. If you would like to set up an account with us, please call HammerHead customer service at 800-331-6653. Please note that if you opt to pay with a Purchase Order, the order will not qualify for free shipping.

Whatever the problem, we’re here to help! If you have any questions or if you encounter difficulties during the ordering process, please contact us! HammerHead customer service representatives are available at 800-331-6653. Another option is to contact us by leaving us a message; once you submit the form, a representative will follow up with you within 1 business day.

Yes! While HammerHeadShop.com may offer exclusive online-only promotional offers, you may still work directly with your HammerHead sales rep. Our goal is to make purchasing trenchless supplies easy and convenient for you, whichever ordering method you prefer to use.

Coupon codes & promotional offers

When you are ready to check out, there will be a link at the top of the Checkout page that says “Have a coupon? Click here to enter your code”. Click the link and a space will appear for you to type in your code, then click “Apply Coupon”. A message will appear to confirm the discount was applied.

If you forgot to use a coupon code, please contact customer service (800-331-6653) as soon as possible to have the discount applied to your order. Once the order has shipped, we can no longer apply a coupon code. Please contact our Customer Service team for more information.

If it is a general promotion, double check the Coupon Codes page to see the details of the promotion to make sure your order qualifies and/or the coupon code has not expired. If a you have received a code specific to you/your company, please contact HammerHead customer service at 800-331-6653 to resolve the issue.

Shipping

Tracking information is not currently available on your account dashboard. However, after your order ships, you will receive an email from a HammerHead customer service representative or UPS with your tracking information.

Unless otherwise noted, orders are shipped via UPS ground or LTL depending on the size of the product(s) ordered so orders shipped within the lower 48 are typically received within 5-7 business days, provided that products are in stock. While we make every effort to ensure the timely delivery of your order, conditions may arise that can cause delays. Should your order be delayed for any reason, a HammerHead customer service representative will contact you to keep you informed of the status of your order.

Because many orders qualify for free shipping, or are subject to a flat rate, there is currently not a way to select expedited shipping or ‘rush order’ options at checkout. Instead, please indicate your shipping requirements in the “Order Notes” area on the checkout screen. A HammerHead customer service representative will follow up with you regarding additional shipping costs for the expedited service. If you need your item(s) by a specific date, please let us know in the “Order Notes” section and we will make every effort to ensure you have your order by that date.

Most items on HammerHeadShop.com ship for free within the lower 48 states when purchased with a credit card (click here for more info). However, select products are subject to a flat rate shipping fee due to their special shipping requirement such as large or heavy items, and chemicals such as resin. HammerHead has attempted to minimize the impact of those fees on your order by establishing discounted flat rates. Any product that does not qualify for free shipping includes a notice in its product description. The flat rate is applied to products individually so if you order more than one of an item, the flat rate will be assessed for each unit. If you opt to checkout using a purchase order instead of paying with a credit card, your order will not qualify for online shipping rates (free or discounted flat rate); your invoice will reflect actual shipping costs. For more information about shipping charges for orders outside the lower 48, please contact us at 800-331-6653.

No. The Free Shipping offer applies only to orders placed online and paid for at the time of checkout with a credit card. When paying with a purchase order, your final invoice will include actual freight charges instead of the Free or flat rate charges applied online.

Financing

Because your security is our top priority, credit applications are done offline. You will need to print out the application, fill it out and submit it via fax (877) 408-4636 or you may email it to applications@financial-svcs.com. If you need assistance, please contact us at 800-331-6653.

To ensure the security of your personal information, credit applications are done offline. To apply for equipment financing with HammerHead Financial Services, print off the application and fill it out completely. You may then submit it to us via fax (877-408-4636) or email it to applications@financial-svcs.com.

We strive to provide applicants with a credit decision as quickly as possible. Applications are reviewed and typically a response is received within 1-2 business days, but may take up to 5 business days to process depending on your individual situation.

To ensure the security of your personal information, credit applications are done offline. To apply for equipment financing with HammerHead Financial Services, print off the application and fill it out completely. You may then submit it to us via fax (877-408-4636) or email it to applications@financial-svcs.com.

Yes! At the top of the application form, you will indicate what you are applying for: equipment financing, a HammerHead credit card, or both!

Product information

Warranty varies by product. Please contact HammerHead customer service for more information: 800-331-6653 or Contact Us.

In general, you may return most new, unopened and resalable items for a full refund, less shipping and handling. Please see our Terms & Conditions for further details or contact HammerHead customer service at 800-331-6653.

You can access and download product information under the Resources section on the main menu. There you will find product literature, technical data sheets, manuals, product certifications, and access to Safety Data Sheets.

Please reference the Product Data Sheets available under the ‘Resources’ section on HammerHeadShop.com for information regarding mixing and cure times. We also recommend using our FREE Rehabilitation Systems Mobile App! The app is completely free to download and use, and is available for both Apple and Android devices. It allows you to easily calculate resin mixtures and cure times in the field from your mobile device based on your actual job requirements. 

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