Need Help?

How can we help you? If you can't find the topic you are searching for, send us an email at info@clrwtr.com, and we’ll be happy to assist you.

Getting Started

Registration

Why should I create an account?

Take advantage of the capabilities of a registered user:

  • Track Orders
  • View Order History
  • Create Favorites Lists
  • Submit Quote Requests
  • View Stock Availability
  • Use Our Easy Checkout Process
  • Track & Manage Users With Your Company Account

How do I register?

Simply fill out and submit a Registration form.

If you have previously placed an order off-line (by fax, phone, or email) with Clearwater, your account already exists. Have your Customer ID and Billing Zip Code available and you will be automatically linked to your existing account. You will be able to view your order history from the last four months, for all online and off-line orders.

What is my Customer ID?

You can locate your Customer ID from a previous Invoice. If you do not know your Customer ID, you can contact Clearwater Customer Service, toll free at 1-800-894-0412 or by email weborder@clrwtr.com

What is my Username?

Try using your Email Address, at registration we recommend that you use your email address as your Username. If that doesn't work, you can contact Clearwater Customer Service, toll free at 1-800-894-0412 or by email weborder@clrwtr.com

Can I change my Username?

No, Usernames cannot be changed.

Password

What is my Password?

If you have forgotten your password, you can reset your password by clicking on Forgot Password? link on the Sign In page and entering your email address associated with your account.

Instructions will be sent to you to reset your password.

An error message pops up when I try to reset my password, what do I do?

Please contact Clearwater Customer Service, toll free at 1-800-894-0412 or by email weborder@clrwtr.com and we'll be happy to assist in resetting your password for you.

Sign In

How do I access My Account?

Hover over the Hi Sign In icon and click on Sign In at the top right corner of your page and it will take you to our log in page.

What do I do if I get locked out of My Account?

Please contact Clearwater Customer Service, toll free at 1-800-894-0412 or by email weborder@clrwtr.com, and we will be able to unlock your account and reset your password in case you've forgotten it.


Account Management

Account Settings

How can I update my billing or shipping address?

To update Shipping Address, select Manage Addresses from your account dropdown on the navigation bar or from your My Account dashboard. Under Information, choose Create New to create a new ship to or select a current ship to to update the address. 

To update your Billing Address, contact Clearwater Customer Service, toll free at 1-800-894-0412 or by email weborder@clrwtr.com

How can I create a Favorites list?

You can create a Favorites List by clicking Add to Favorites through the Product Detail Page, Search Results Page, or Suggested products, etc.

Simply select the Favorites List you would like to add the product to or create a new Favorites List.

Favorites List

Can I create multiple Favorites list?

Yes, you can create as many Favorites List as you want.

Simply select Create New List and enter new list name, after clicking Add to Favorites through the Product Detail Page, Search Results Page, or Suggested products, etc.

Order Management

How can I manage my orders?

To view your company's purchases from Clearwater, simply log in to your account and click on order history.

You can search for your orders by:

  • Order Date
  • Order Number
  • PO Number
  • Order Total

Order Management

Orders

How can I place an order online?

You can add items to your shopping cart through:

  • Product Detail Page
  • Search Results page
  • Saved Order Page
  • Favorites List
  • Quick Order

Once you have added items to your shopping cart, select proceed to checkout and enter all required information.

How are my orders shipped?

Orders are shipped based on your selections via Fedex or UPS.

For more shipping information: Shipping & Delivery

Where can I find the tracking information on my order?

Once your order ships, you will receive tracking information details by email. You can also access tracking information by logging into your account and viewing your Order History. This information is available for all orders, whether you placed the order online or by phone or fax.

For more shipping information: Shipping & Delivery

Can I pick up my order in person?

Yes, you can pick up your order in the available location. If order is in stock at your preferred location, you can pick up your product the same day. You will receive an email notification once your order is ready for pick up.

What are Promise Dates?

Promise date is the date your shipment is expected to arrive at your doorstep. Original Promise Date is the estimated promise date set at order submission. Original and Current Promise Date will always be the same and Current Promise Date will only be updated if there is a delay in your shipment.

Order History

Can I cancel an order?

Order changes cannot be made online because we ship most online orders immediately if the product is in stock. If you would like to try make changes before your order ships, please contact Clearwater Customer Service, toll free at 1-800-894-0412 or by email weborder@clrwtr.com.

How can I return an order?

Returns can only be initiated on completed orders. From your Order History list, select the order you would like to return and on the bottom of the Order Details page, click on Initiate Return Request button.

Some items may not be returnable, such as special order items. See Clearwater's Return Policy for more information regarding returns.

Quick Order

How do I quickly add products to my cart?

Use the Quick Order page to quickly create a list of products and add to cart. 

Can I add products to my cart from a spreadsheet?

Use Order Upload page to add products to your cart from an excel (.xls or .xlsx) or CSV (Comma-Separted Values) file.

Create a spreadsheet or download our Order Upload Template:

  1. First column - add item #s or customer part #s.
  2. Second column - add quantities (optional).
  3. Save the file in XLS, XLSX or CSV format.
  4. Navigate to Order Upload page
  5. Select the file to upload and click Upload Order.

There is a file maximum of 500 rows.

Invoice

How can I view my invoice?

Review your invoices though the Invoice History page under your My Account page. Search invoices based on your Ship To, Invoice #, PO, or Order number.

How long does my invoice stay on my account?

Only invoices created in the past 4 months will be available on your account. If you need an invoice older than 4 months, please contact Clearwater Customer Service at 1-800-894-0412 or by email weborder@clrwtr.com.

How can I print my invoice?

Simply click on the Print button on the bottom of every invoice page.

Tax Exemptions

What if my order is Non-Taxable?

For non-taxable items in Idaho, a valid Resale Certificate and Number is required. If you do not have one on file with us, please submit a valid resale certificate to AR@clrwtr.com, and fax it to us at 1-408-328-2739.

What if my order is for Resale?

You will need to submit a valid resale certificate to AR@clrwtr.com. Once we receive and verify the resale certificate, we will set your account for resale and you will be able to manage taxable and non-taxable products on your future orders.

How do I manage my Resale Certificate?

If you need to update a resale certificate, simply send your new resale certificate to AR@clrwtr.com and we will do the rest.

Can I have a mix of taxable and tax-exempt products on my order?

No, you cannot have a mixture of taxable and tax-exempt products on a single order.

Return Policy

What is Clearwater's Return Policy?

All returns of non-defective material for credit or exchange, not due to a Clearwater error, must be authorized in advance by Clearwater. Items to be returned must be current revisions of standard price list items in original, unopened packaging and in sellable condition. Return of such items is subject to a return processing fee, equal to 25% of the extended sales price of the item(s) being returned. Non-standard, modified, "special order", "special value" or "reduced price" items and fabricated assemblies are non-cancelable and non-returnable. Requests for return of non-defective material for credit or exchange resulting from a Clearwater error (i.e., mis-shipment of material or quantity) shall be handled at no charge. All return authorizations expire thirty (30) days after authorization notification and shall not be renewed.

What is a Non-Defective Material?

We accept returns of non-defective materials for credit to the customer’s account under the condition that the material is in the manufacturer’s original sealed packaging, undamaged and suitable for resale. If, upon inspection of returned material, Clearwater deems the material unsuitable for resale, the material will be returned and credit will not be issued. Any Part or Material that has been installed or in-service in the Field will not be allowed to be returned.

What is a Defective Material under Warranty?

We returns defective materials to the manufacture for evaluation and repair or replacement as covered by the manufacturer’s warranty. Credit is rarely an option by the manufacturer; if credit only is requested then it will be authorized after the manufacturer’s evaluation and approval. If, upon inspection of the returned material, the manufacturer deems the defect is not under warranty, the customer has the option to pay a repair fee as quoted. If the product cannot be repaired the material will be returned as is at the customer expense or scrapped at the manufacturer’s site with customer approval. The customer may also be required to pay an inspection and/or failure fee imposed by the manufacturer. A repair or replacement P.O. will be required for any material being returned from the customer. Any Part or Material that has been installed or in-service in the Field will not be allowed to be returned.

What is a Defective Material Not under Warranty?

We will accept materials not under warranty but will not credit the customer for the return. The customer is also required to pay any inspection and/or failure analysis fee imposed by the manufacturer of the material returned. The returned material will not be repaired or replaced without the customer’s approval. Such repair or replacement may be at additional cost to the customer. A repair or replacement P.O. will be required for any material being returned from the customer. Any Part or Material that has been installed or in-service in the Field will not be allowed to be returned.


Shipping & Delivery

Shipping Locations

Where does Clearwater Ship to?

We ship to any company or individual not subject to US Office of Foreign Assets Control sanctions.

I’m an international customer, how do I place an International order?

1) Send us a quote request for the product you would like to purchase by email or request form and we will send you an email with a formal quote.
 
2) If you accept the quote, send us a reply and say that you would like to purchase, or send a PO (purchase order), AND attach a completed End User Form to your reply, downloadable here on our website.
 
3) If everything looks good, we will send you a pro forma invoice with shipping and bank information for wire transfer processing.
 
Once we have received payment we will ship your product.
 
What shipment methods are available?
 
• We can ship UPS, FedEx, and DHL with your account number.
• We can ship UPS or FedEx and charge standard published rates.
• We can use your freight forwarder.
 
How can I use my Freight Forwarder?
 
We can ship to the domestic freight forwarder of your choice. Shipments made F.O.B. Boise, Idaho, and domestic UPS charges will be billed to the purchaser. *You will need to enter the freight forwarder’s name and address as the Ship-To address for your order.
 
Clearwater Technologies Inc. is not responsible for export documentation, tariffs or duties, or other requirements of the United States or the final destination country.
For more information please contact Clearwater Customer Service, toll free at 1-800-894-0412 or by email weborder@clrwtr.com           

Tracking Information

Where can I find the tracking information on my order?

Once your order ships, you will receive tracking information details by email. You can also access tracking information by logging into your account and viewing your Order History. This information is available for all orders, whether you placed the order online or by phone or fax.

Will Call

Where can I pick up my order?

Will call is available in the following locations:

  • Boise, ID

Why didn't I see a Will Call option at Check Out?

Unfortunately, not all items are available for pick up in all Will Call locations and ONLY items that are in stock for your Will Call location will show up as Will Call.

Can I pick up my order right away?

You will recieve a Pickup Notification email when your order is ready to be picked up. It takes an average of 4 business hours for us to confirm that your product(s) is in stock and available for you to pickup.

How long will my product stay in Will Call?

All Will Call orders must be picked up by the customer within 5 business days. If the customer does not pick up the order within 5 business days the order will be shipped to the customer at the customer’s expense.

Estimated Delivery Dates

Why do I have a Shipping Estimate on my order when I choose Will Call?

Shipping estimates are a combination of inbound and outbound shipping. We've taken out all outbound shipping and only the inbound shipping remain.

How is ship time calculated?

Ship time is calculated based off shipping standards of Fedex or UPS. We ship your order from the warehouse with available inventory and proximity to your ship to location.

How is lead time calculated?

Lead time calculations comes directly from our suppliers.

Special Shipments

What is hazardous material shipping?

Some of the products contain hazardous material and by law these items must be specially shipped.

What is dropship shipping?

Dropship is when products are shipped directly from our suppliers to you.

What is truckship?

Some of the products we offer cannot be shipped by Fedex or UPS due to size restrictions and these items must be shipped by truck bed.

Shipping Estimates and Costs

How is shipping cost calculated?

Shipping cost is calculated based of weight and size of a product. Clearwater uses standard UPS world ship or FedEx calculated rates. All shipping fees are calculated based on the weight of the items plus the destination zip code. We charge a flat packaging and handling fee of $6.95 per order shipped.

Can I use my Fedex or UPS Account to pay for shipping?

Yes, during the checkout process you will can add your Fedex or UPS Account Number. Shipping Estimates include inbound and outbound freight - all outbound freight will be applied to your Fedex/UPS Account, and inbound freight will be reflected on your final invoice.

How much will products with special shipment cost?

Unfortunately, we are unable to estimate cost for special shipments and true shipping cost will only be reflected on your invoice.

What does TBD mean?

TBD is short for To Be Determined.

Why does my Shipping Estimate* value show TBD?

Shipping cost is calculated based of weight and size of a product. We may not have accurate information for some of the products that we sell and therefore cannot estimate Shipping at checkout

Product Information

Product Information

How can I get more information on a product?

We try our best to give you complete and accurate information on each product we offer online but if you can't find the information you need online, please call our expert toll free at 1-800-894-0412 or by email weborder@clrwtr.com, and we'll be happy to assist you.

What is Customer Part Number?

You can use your company's internal part numbers to shop online. To do so, please send Clearwater a cross-reference list of your part numbers to ours. Once this is set, you can search and purchase using your internal part numbers right away.

How can I see my customer part numbers?

Just log onto your Account, you can the search bar to search by your customer part numbers and see it reflected right on the product detail page.

Pricing and Availability

How is Pricing Calculated?

clrwtr.com is fully integrated with the main Clearwater enterprise system. All pricing queries make a live connection to our enterprise system, for completely up-to-the-minute prices for your account.

How is availability calculated?

  • In Stock - Stock is available for product
  • Not In Stock - Backorder Today - Product is available to backorder, but there is no stock available for product

Signed in Users have the advantage to see how much stock is available for each product.

  • Available: 1 - The number represents the available stock for product
  • Available: 0 - The 0 represents that there is no stock available for product

The availability of a product is determined on each individual product’s status. The availability indicates how long it will take that item to leave our warehouse once you place your order. It does not include “shipping time.”

  • In Stock/Available: 1 (or more) - Item is in stock and will ship as soon as possible.
  • Not In Stock - Backorder Today/Available: 0 - Item is not currently in stock. Order today and you will receive your order as soon as it comes in stock. Items ship to you once they arrive, and regardless of the number of shipments it takes to complete your order, you will only be charged freight once.
  • Saturday or Sunday - The products with Available: 1 (or more) on your order will ship Monday.

Search Capabilities

Is everything Clearwater sells available online?

Not all products are available online. If you can't find the product you need online, please send us an email at weborder@clrwtr.com, and we'll be happy to assist you.

What if I know a portion of the part number?

Enter the portion of the part number in the Search Bar and our search algorithms will match it to similar products in our database.

How do I find an Item if I don’t know the part number at all?

You can browse by scrolling over Shop All Departments on the top of every page and look through our product offerings. You can also utilize the Search Bar to conduct searches on any keyword that fits best (i.e. fittings, valves, etc) and our search algorithms will match it to similar products in our database.


Technical Issue & Security

Supported Browsers

What are the supported Browsers?

To get the best experience, we recommend that you upgrade to the lastest version or use a supported web browser.

Download the lastest versions of your browser:

Cookies

What are cookies?

Cookies are used to store information on your browser. These cookies allow you to be automatically logged in whenever you return to the site. Use your browser's Account Settings to manage this function.

Security

How Secure is my information?

Clearwater is compliant to the industry's standard for Internet security.  SSL (Secure Sockets Layer) is the standard security technology for secure, private and integral transactions. SSL uses encryption techniques to scramble the information submitted, until it safely reaches our servers.

Support

Who can I contact to get technical support?

If you need support please call our us  toll free at 1-800-894-0412 or by email weborder@clrwtr.com, and we'll be happy to assist you.