FAQs

What is standard delivery time?
Standard delivery time is 2-3 working days for all goods ordered by 4pm Monday-Friday. 
*Next day delivery is available. All orders must be ordered before 4pm Monday-Thursday. Please specify this clearly when placing your order. 


How much is delivery?
Delivery is free for orders over £100. If the order is below £100, then a carriage of £8.50 may be applied. 


What is your returns policy?
Goods once dispatched may not be returned without MasterFlow’s consent in writing. Where such consent is given, credit will only be allowed at the price at which the Goods were originally charged less a minimum of 20% to cover re-stocking, clerical and other expenses. Goods returned must be in good condition, adequately packed and identified and sent carriage paid. If transport is arranged by MasterFlow, either on its own vehicles or carriers the cost will be deducted from the credit. 


Do your products come with WRAS approval?
WRAS stands for Water Regulations Advisory Scheme. Its aim is to prevent contamination of public water supplies. The majority of MasterFlow products are WRAS approved. If the product is WRAS approved, it will have a certificate next to it in the Products section. 


Who is my Area Sales Manager?
MasterFlow has the following dedicated Area Sales Managers, covering England and Wales; Michael Porteous for London and the Southern region; Malcolm Cairnes for Midlands and Wales; and Gary Mason for East Midlands, North West and North East. Ged Grimes, Business Unit Director, heads up the team nationally. 


I am not an existing customer, can I place an order online?
To be able to request an order online, you need to have an active account with MasterFlow. Once your account is set up, you will then be able to place order requests and repeat previous orders on the website. If you're already an existing customer, please login. If you want to apply to be a MasterFlow customer, please contact the team. 


How can I see prices online?
Prices are available to existing customers only. If you are an existing customer, please login to view your prices. 


How do I request an order online?
All MasterFlow products are available to view online. Simply login, head to the Order page and choose the quantity of your desired products and add to your basket. Head to the Checkout section where you can view your order requests. Once submitted, your request will then be sent to Customer Services who will shortly be able to confirm whether your products are in stock and can be processed. 


I have requested an order online before, can I repeat the same order?
Yes. Head to My Account and click on Order History. Here you can repeat any of your previous orders that have been made online. Please note, if the order hasn’t been made online, it will not appear. 


What are your opening hours?
The MasterFlow office opens at 8am and closes at 5pm Monday-Friday. 


What is your contact number?
You can contact the Customer Services team on 0845 600 3060. Alternatively, the Sales Office Manager, Diane Mason is available on 0161 667 2331. For further contact information, please visit our Contact page. EMAIL AND FAX 


Where can I buy the products?
Please speak to our Customer Services team who will be able to advise you of your local merchants. 

 

If you have any more questions, please email the sales team.