Help / FAQ
How do I order a product?
First, you must have an idea of the item(s) you will be requiring. If you have a part number, you may type that in the search box located towards the top center located on all our pages.
Several options may appear depending on the item that is searched. Simply click on the picture or part number of item desired from what was searched. You may change the quantity amount if more than one. Click on the button. You may repeat this procedure over and over if you have several items that you seek. You may also browse our pages by brand. There are plenty of pictures of products and several schematics to assist you with your needs. Once you have finished shopping, or at any time to view your basket, just click on the shopping basket icon located at the top of all of our pages.
It will require creation of new account for new customers and allow returning customers to "Login". After filling out your information (for new customers) the site will bring up a page showing all of your items, and the shipping charge (varies by weight and destination). If no changes are needed for the order, and your information is precise, then you are ready to . Lastly, you will get a confirmation page with your order number, which we recommend you printing out in case you need to contact us concerning your order.
For international orders, please click here.
Can I order items that are not found in your website?
Yes! If you see it on another website, in a catalog, or anywhere else, Please fill out this FORM or give us a call. We will do everything to get it for you.
How do I check or track my order?
Your order can be tracked 24/7 by logging into your account online.
- From main screen, click on "Order Status"
- You will be directed to your order summary.
- Simply click "Track Order" link and you will automatically given tracking number and tracking information.
- If for any reason you are not able to retrieve tracking information, a window will open in where you can send us a request to update you.
What if my order does not have a Tracking Number?
If your order does not have tracking data, it may have not shipped yet. Double check your emails for notifications and status updates. Your order may be in-process or we do not have all the items to complete your order. When items are not in stock they normally ship in 7-10 business days unless otherwise notified.
You may call us to inquire on the details or email us by clicking here.
I tried to place an order online but the website does not recognize my zip code. Do you ship to Canada?
We definitely ship to Canada. Just like any other order we ship within 48 hours with the exception of holidays and weekends. We do strive to ship all orders within 24 hours and with this effort are successful in doing so over 95% of the time. When your order is shipped you will be emailed or faxed upon notification of shipment. However, we will also email or fax you as soon as possible if a situation exists which prevents us from shipping within this time frame, including an indication of when to expect shipment. We ship worldwide via UPS.
For assistance with shipment of orders outside the U.S., please click here.
|Standard||Standard||7 to 10 Business Days||28.95||Pricing does not include customs fee that is collected and implemented by UPS.|
|WW Express||Expedited||Varies on Destination||Varies|
|WW Expedited||Expedited||Varies on Destination||Varies|
I tried to place an order online but the website does not allow me to create an international order or one without a zip code. Do you ship overseas?
We ship anywhere UPS delivers. Just like any other order we ship within 48 hours with the exception of holidays and weekends. We do strive to ship all orders within 24 hours and with this effort are successful in doing so over 95% of the time. When your order is shipped you will be emailed upon notification of shipment. However, we will also email you as soon as possible if a situation exists which prevents us from shipping within this time frame, including an indication of when to expect shipment. We ship worldwide via UPS.
For assistance with shipment of orders outside the U.S., please click here.
|WW Express||International||Varies on Destination||Varies||Method and pricing varies on weight and destination.|
|WW Expedited||International||Varies on Destination||Varies|
Will I be charged a sales tax on my order?
Tax charges only apply if the customer resides in Florida or the shipping address is in Florida. Any order billed and shipped outside the state of Florida does not receive a tax charge.
However, if you reside in Florida and are tax exempt, valid tax exempt documentation must be faxed to us at 305-223-4420 along with the order number noted on fax.
What happens if my order is lost or damaged?
Merchandise is carefully packaged and using sturdy shipping boxes, not to mention our experienced shipping team, means it's rare that an order is lost or damaged. But the delivery service used can lose a package and their machines can mangle them from time to time. If your order has shipped but not yet received or if the merchandise you requested is damaged.
Please send a request in writing immediately by clicking here.
I can’t find what I’m looking for, how can I get better results from a search?
We need to know at least one detail of information so that we may help you in retrieving the specific items you need. Advise of Brand, Part Number, Model Number, Category of model, Category of part and/or any combination. You can always use the left hand column when you’re stuck to narrow your search.
No need to get frustrated, if you still can’t find what you need, feel free to email our customer service by clicking HERE.
Finding your part is easy... You can search your part or products by:
- Brand.- Brand (Manufacturer) Stamped on unit
- Part Number.- Part # item/ item ID # (Part Catalog or Manual)
- Model Number.- Model # on unit (Labeled Engraved) See Receipt Box Catalog or Manual
- Category of model.- Where & What? Kitchen/Bath (Lav.Toilet Filler Shower)
- Category of part.- What is it? Specific description of item. Cartridge O-ring handle hose flapper washer
Will my information be used for marketing or sell my name and address to other companies?
No! Never! - We never, ever sell, rent, or otherwise divulge information concerning our customers to anybody. But we go even further than that. Other than emails and faxes to confirm your order, and to advise you of the shipping status, we never send emails to our customers for marketing purposes. Nobody appreciates receiving volumes of unsolicited email and we think very highly of our customers. We go above and beyond to respect their privacy. Privacy Statement.
What if I’m uncertain about the item I’m ordering or need technical assistance?
When uncertain, you should always ask. You may email our Parts Specialist or click to send us a picture of the items you are looking for. We don’t always have the answers, but we guide you the best we can to insure you are receiving the right parts. If we do not have an immediate answer to assist you, we go above and beyond to use our resources to get the necessary information.
How do we know if a product is in stock?
Simply type in the part number of an item on the top or bottom of our page.
When viewing an item, it is stated beneath the button whether the item is available for immediate shipment, or if there will be 7-10 day lead time.
How do I identify the brand of my product?
Most manufacturers mark their products but not always.
Shower systems commonly marked by or around the shower handle.
Indoor baths and outdoor spas are usually marked at the surface on the unit.
Kitchen or Bathroom Faucets are stamped or engraved either towards the base of the faucet or on the handles. However it varies between manufacturers.
Toilets common brand location is in front of the tank, behind the toilet seat. Beneath the tank lid or on the inside of the tank:
Still Can't Find It?
Send us a picture
How do I identify the model of my product?
First check if you have any documentation. This includes receipts, owner’s manuals, or original box of when unit was purchased. If you do not posses any documentation, knowing the brand and where is located you may find the model by the pictures posted at our website or give us a call and we guide you to chose your model.
How do I know it's safe to submit my credit card number?
During the order process, if you choose to make your payment by credit card, you will enter a secured area of our web site. (A key, lock, or chain may appear in your browser's status bar to show that you are in a secure area.) In this secure area, your information will be encrypted and process electronically the same way you bank your account online. But if you would like to submit your credit card information over the phone, simply contact one of our representatives at 1-800.2227855 and someone will assist you.
What methods of payment does Guillen's Enterprises Inc. accept?
You can pay for your order by check, money order, or by credit card (Visa, Master Card, American Express ). If you're a local customer to one of our distribution/showroom locations, you can pick up your items or have them shipped to you and pay for them at that time.
This is a secure web site. To add to the traditional security of credit card number encryption, we also require that you enter a CVV2, CVC2 or CID number when you use your credit card. CVV2 (Card Verification Value), CVC2 (Card Validation Code) and CID (Card Identification #) codes are a new authentication scheme established by credit card companies to help reduce fraudulent use of credit card numbers in internet transactions. It consists of requiring a card holder to enter the CVV2, CVC2 or CID codes at transaction time to verify that the card is on hand.
You can find these codes as shown below. If your credit card does not have one of the codes, please contact your credit card company to get a new credit card that will allow us to process your online credit card order in the most secure way possible.
Visa and MasterCard cards have a 3-digit CVV2 and CVC2 security code. The security code is the last 3 digits of the number on the back of the card (see diagram below).
Discover card has a 3-digit Card Member ID security code. The security code is the last 3 digits of the number on the back of the card (see diagram below).
American Express credit cards have a 4-digit CID security code, and it's located on the front of the card in various areas.