At Keene Engineering we strive to provide the best customer service possible. Here you will find a growing list of our most Frequently Asked Questions by our customers. If you don't see an answer that helps you resolve your issue, do not hesitate to contact one of our customer service representatives at 1-800-392-4653 or email us at Sales@KeeneEng.com and we will respond to your inquirey as soon as possible.
Q. Do you ship to foreign countries?
A. Yes, we ship to most foreign countries.
Q. Can I use an international credit card for payment from a foreign country?
A. No. Unfortunately, we do not accept international credit cards or bank cards from outside the United States. The most common form of payment for iternational orders is bank transfer. A customer service representative would be happy to assist you with this. 1-800-392-4653.
Q. Why are my shipping options limited?
A. There are two factors that restrict us with methods for shipping orders placed online. First, the majority of shipping companies base their shipping costs on dimensions, not weight. Given most orders vary so greatly when packed, setting exact dimensions on products to allow for a standardized cost is not possible. Also, most orders are built to suit each customer's specific needs. This makes expedited shipping next to impossibl. Often, online orders require the calculated shipping costs to be modified. In those instances you will be contacted by a sales representative right away. If ever you are uncertain about your shipping method or wish to have an item express shipped, simply call us and we will do everything we can to accomodate your needs.
Q. I cannot prime my pump.
A. In order to prime your pump you must first make sure that the pump is not leaking air. If you have air in the pump it will not prime and therefor cannot pump water. One of the most common problems is when the intake hose of the pump is fitted loosely, allowing air to enter the pump. On rare occasions the seal might be faulty and require replacement. A seal replacement can be necessary when heavy amounts of sand enter the pump. Care must be exercised to avoid sand entering the pump or running the pump dry without water as this will damage the seal.
Q. What pump seal should I order?
A. Pump seals are usually keyed to the Horsepower (hp) of the engine. If you have a 2.5 to a 6.5 hp engine, you would use a WPS2 Seal Kit. If you have an 8 to 25 hp engine, you would use a WPS3 Seal Kit. All 1500 pumps use a WPS4 seal kit. Having a spare seal in your tool kit is always a good idea.