Frequently Asked Questions

Welcome to the New HammerHead Shop

Why was the HammerHead Shop updated?

The new HammerHead Shop was built to provide a faster, more intuitive purchasing experience. Customers can more easily find products, access resources, manage account activity, review past orders, and complete purchases online.

What improvements have been made to the new website?

The new HammerHead Shop includes:

• Improved site speed and performance
• Enhanced product search functionality
• Improved navigation and user experience
• Customer-specific pricing
• Online order tracking
• Pickup ordering
• Cart sharing
• Online return requests
• Mobile-friendly shopping experience
• Enhanced resources and product information
• Streamlined checkout process

Getting Started

Can I browse the HammerHead Shop without an account?

Yes. Anyone can browse products, view categories, and access resources without creating an account.

Do I need an account to place an order?

Yes. An online account is required to place an order through the HammerHead Shop.

Is guest checkout available?

No. Guest checkout is not available. Customers must create an online account and sign in before placing an order.

I already do business with HammerHead. What should I do first?

Create your online account by selecting My Account and then Create an Account. Once your account has been created, you may place orders immediately.

If you would like your online account associated with your existing HammerHead customer account before placing your first order, please contact Customer Service for assistance.

Account Management

How do I create an account?

Click My Account at the top of the website. On the My Account page, select Create an Account and complete the registration form.

How do I reset my password?

Click My Account at the top of the website. From the sign-in page, select Forgot Your Password? and follow the instructions to reset your password.

Can I update my shipping and billing information online?

Yes. Shipping and billing addresses can be managed within your online account.

Please note that changes made to your online account do not automatically update your HammerHead customer account records. To update company account information, billing information, shipping addresses, or other customer account details, please contact Customer Service.

I already have a HammerHead customer account. Will my online account automatically be linked to my company account?

No. Creating an online account does not automatically associate your website login with your existing HammerHead customer account.

When you place your first online order, our Customer Service team will review your information and associate your website account with the appropriate company account. Once linked, you may gain access to company-specific features such as customer-specific pricing and online order history.

I have an existing HammerHead customer account and want it linked before I place my first online order. What should I do?

Simply create your online account and then contact Customer Service. Our team can review your information and associate your online account with your existing HammerHead customer account before you place your first order.

Why isn't my online account automatically linked to my company account?

Many customers have multiple locations, buyers, billing addresses, and account structures. To help ensure your online account is associated with the correct company account, HammerHead reviews and validates account relationships before linking them.

Can multiple people from my company access the same HammerHead customer account?

Yes. Multiple users within the same organization may have their own website login credentials while being associated with the same HammerHead customer account. Each user maintains their own username and password, but authorized users can place orders and conduct business under the same company account.

Will my coworkers and I use the same login credentials?

No. Each user should maintain their own unique login credentials.

What information can I view in my account dashboard?

Depending on your account setup, your dashboard may provide access to:

• Online order history

• Shipment tracking information

• Invoice information

• Address management

• Account information

Product Search and Shopping

How do I find products on the new site?

You can use the search bar, browse product categories, or utilize filters to narrow results by product type, application, compatibility, size, and other attributes.

Can I search by part number?

Yes. The HammerHead Shop supports searches by both HammerHead part numbers and Picote manufacturer part numbers.

Can I search by keywords?

Yes. The site search can help you find products, categories, and resources using keywords and product descriptions.

Can I see related or recommended products?

Yes. Product pages may display related products, accessories, replacement parts, and commonly purchased items.

What information is available on product pages?

Product pages may include:

• Product descriptions

• Technical specifications

• Product images

• Product compatibility information

• Related products

• Replacement parts

• Product attributes

Pricing and Orders

Will I see my company's pricing online?

Customers with approved pricing agreements may see customer-specific pricing once their online account has been associated with their HammerHead customer account.

Customer-specific pricing is not displayed on product pages. Pricing adjustments are displayed in the shopping cart and during checkout.

What should I do if my pricing appears incorrect?

Please contact Customer Service. Our team can review your account and verify that your online account has been properly associated with your HammerHead customer account.

Can I view all of my company's previous orders online?

No. The Order History section only displays orders placed through the new HammerHead Shop.

Orders placed through the previous e-commerce website, by phone, through Customer Service, or through other ordering methods are not displayed.

Can I access invoices online?

Yes. Invoice information associated with eligible online orders can be accessed through your account dashboard.

Can my sales representative help me build an order?

Yes. Your HammerHead sales representative can assist with product selection and use Cart Sharing to help simplify the purchasing process.

Cart Sharing

What is Cart Sharing?

Cart Sharing allows users to create a shopping cart and share it with another person via email. This feature helps customers collaborate with coworkers, purchasing teams, and HammerHead sales representatives before placing an order.

How can I use Cart Sharing?

Once products have been added to your cart, you can share the cart with another recipient for review or approval.

Why would I use Cart Sharing?

Cart Sharing can help with:

• Internal purchasing approvals

• Sharing proposed orders with coworkers

• Purchasing department collaboration

• Sales-assisted product selection

• Reducing ordering mistakes

Can my HammerHead sales representative build a cart for me?

Yes. Sales representatives can assist in product selection and share carts to help streamline the purchasing process.

Does sharing a cart place an order?

No. Sharing a cart does not submit an order. Orders are only placed after checkout has been completed.

Do I need an account to place an order from a shared cart?

Yes. An online account is required to submit any order.

Pickup Orders and Product Availability

Can I pick up my order from a HammerHead location?

Yes. Eligible products may be ordered for pickup at participating HammerHead locations.

How do pickup orders work?

When you add your first item to the cart, you will be asked whether you would like the item shipped or picked up.

If pickup is selected, you will choose a pickup location and the system will verify inventory availability before adding the item to your cart.

What happens when I add additional products to a pickup order?

The system will continue checking inventory availability at your selected pickup location as products are added.

If inventory is unavailable, you will be notified and can choose to have the item shipped or remove it from your order.

Does the website display inventory quantities?

No. Inventory quantities are not displayed on the website.

What happens if an item is backordered?

If an item becomes unavailable or backordered after an order is submitted, a member of the Customer Service team will contact you to discuss available options.

Order Fulfillment and Tracking

When will my order ship?

At HammerHead Trenchless, we strive to fulfill orders on the same business day they are received whenever possible. However, all orders are scheduled for shipment on the next business day following receipt.

Please note that order processing and shipment timelines do not apply to out-of-stock items, custom products, or made-to-order items, including pre-wet out liner, which may require additional lead time.

How do I track my order?

Once your order ships, tracking information will be sent to the email address associated with your online account. Tracking information and shipment status can also be accessed through your online account dashboard.

Can I view shipment information online?

Yes. Shipment status and tracking information are available through your account dashboard once an order has shipped.

Can I see the status of my order online?

Yes. Eligible orders can be viewed through your account dashboard, where available status and shipment information will be displayed.

What if I need to change or cancel an order?

Please contact Customer Service as soon as possible. Changes and cancellations are subject to order status and shipment timing.

Shipping

Where does HammerHead ship?

HammerHead currently fulfills orders within the United States and Canada.

How are shipping charges calculated?

Shipping charges are calculated based on product characteristics, shipment destination, order contents, weight, dimensions, and selected delivery method.

Why are some products subject to higher shipping costs?

Certain products require special handling due to size, weight, hazardous material classifications, carrier restrictions, or regulatory requirements.

Any additional shipping requirements are incorporated into the total shipping amount displayed during checkout and are not shown as separate line items.

Tax Exemption

How do I submit a tax exemption certificate?

Customers with tax-exempt status must provide their tax exemption certificate directly to Customer Service.

Can I upload my tax exemption certificate through the website?

No. Tax exemption certificates must be submitted directly to Customer Service.

Will I need to submit my certificate every time I place an order?

No. Once approved, eligible purchases associated with your account will automatically be processed as tax exempt.

Returns

Can I request a return online?

Yes. Return requests may be submitted online.

How do I start the return process?

Please review the return policy outlined in the Terms & Conditions section of the website and follow the instructions provided.

Are there restrictions on returned products?

Yes. Return eligibility, applicable fees, and product exclusions are outlined in the Terms & Conditions page.

Payments, Financing and Credit Terms

What payment methods are accepted?

HammerHead accepts approved payment methods available to your account during checkout.

Can I save my credit card information for future purchases?

No. For security purposes, HammerHead does not store customer credit card information within the HammerHead Shop.

To help protect customer financial information, payment details must be entered during checkout each time an order is placed.

Does HammerHead offer financing options?

Yes. HammerHead works with financing partners to help customers purchase equipment and systems.

Can I apply for financing through the HammerHead Shop?

No. Financing applications cannot be submitted through the website.

How do I learn more about financing options?

Financing information is available in the Resources section of the website. If you are interested in financing a system purchase, please contact your HammerHead sales representative for a quote and financing information.

Can I apply for credit terms through the HammerHead Shop?

No. Credit applications are not available through the website.

How do I establish credit terms with HammerHead?

Please contact your HammerHead sales representative to discuss credit applications, account setup, and purchasing terms.

Resources

What information can I find in the Resources section?

The Resources section may include:

• Safety Data Sheets (SDS)

• Product certifications

• Product specifications

• Training materials

• Equipment manuals

• Financing information

• CIPP Pro Rewards Program information

• Additional technical resources

Where can I find Safety Data Sheets (SDS)?

Safety Data Sheets can be found within the Resources section.

Where can I find equipment manuals and product information?

Available manuals, certifications, specifications, and training resources can be accessed through the Resources section.

CIPP Pro Rewards Program

Can I use CIPP Pro Rewards dollars when placing an order online?

No. CIPP Pro Rewards dollars cannot currently be applied directly to purchases through the HammerHead Shop.

How do I redeem my CIPP Pro Rewards dollars?

Please contact your HammerHead sales representative. Orders utilizing CIPP Pro Rewards funds must be processed through your sales representative.

Can I view my CIPP Pro Rewards balance online?

No. CIPP Pro Rewards balances are not currently visible within the HammerHead Shop. Please contact your sales representative for balance information.

Warranty and Product Claims

How do I submit a warranty claim?

Warranty policies, procedures, and coverage details are outlined in the Terms & Conditions section of the website.

Where can I find warranty information?

Please refer to the Terms & Conditions page for complete warranty information.

Technical Support

How do I request technical support?

Please contact HammerHead Customer Service at +1 920-648-4848.

Our team will gather information regarding your request and connect you with the appropriate Service Department representative.

Who should I contact if I need assistance selecting a product or identifying replacement parts?

Customer Service can assist with product-related questions and route technical inquiries to the appropriate service or product expert.

Training and Educational Resources

Does HammerHead provide training resources?

Yes. HammerHead offers a variety of training and educational resources.

Where can I find training materials?

Training resources can be accessed through the Resources section of the website.

Where can I find product certifications, manuals, and technical information?

The Resources section includes product specifications, certifications, manuals, training materials, SDS documents, financing information, and other product-related resources.

Customer Support

How do I contact Customer Service?

Phone: +1 920-648-4848

Customers may also use the Contact Us page to submit questions or request assistance.

What should I do if I experience an issue with my online account?

Please contact Customer Service for assistance with account access, password issues, account association requests, or other website-related questions.