It is two in the morning, and the sump pump is dead.
By the time someone confirms it, the water is already rising. You pull the pump and find what you expected: the impeller is worn out, the seal has failed, or the wear plate has finally given up.
The failure is not the expensive part. The next four to twelve business days are.
That is the phone calls, approvals, overseas suppliers, freight bookings and customs clearance. Meanwhile you are renting equipment, pushing a second pump harder than you should, or working around the water.
The pump failed in an hour. The parts supply chain can shut you down for two weeks.
The two clocks
Most operations track how long a pump runs between failures. Far fewer track the clock that can cost even more: how long it takes to get the replacement part.
The first clock is a pump issue. It depends on build quality, correct sizing, and how hard the equipment is working.
The second clock is a supply issue. A well-built pump sitting on the deck waiting for a $340 impeller costs just as much per hour as a cheap one.
ExFlo was built around managing that second clock.
Three commitments with real numbers
Everyone says they provide good service. We put measurable commitments behind ours.
Parts availability: 48 hours
Critical replacement parts are ready to ship within 48 hours of order confirmation. If we cannot supply them, you receive a loaner pump at no rental charge while the parts are on order.
Service response: one hour
When you call, an ExFlo technical resource will contact you within one hour. This applies during business hours and through our after-hours emergency line. We stay involved until the problem is resolved, not simply until the part ships.
Full satisfaction: 30 days
If a pump selected or approved through an ExFlo application review does not perform at the agreed duty point, return it within 30 days for a full refund or replacement.
The complete terms are published on our website. We encourage you to read them.
How the 48-hour guarantee works
A guarantee is only useful if there is a system behind it.
Audex replacement parts are organised into three kits, each matched to a specific pump model:
Basic Wear Kit — the high-chrome impeller, inlet plate and neck ring, plus the agitator and seat assembly on AW models
Repair Kit — bearings, mechanical seal, oil seal, shaft sleeve and the O-rings and gaskets that go back with them
Cable Kit — power cable cut to your model length, terminal box, gland and cable entry hardware
Each kit carries its own Audex order code, specific to your pump model. The basic wear kit for an AS 6-4500 is 01-64500-14-A; the basic wear kit for an AW 8-2200 is 02-82200-13-A. Some codes are shared across several models, so one kit may cover more than one pump.
One code is all you need. There is no searching through exploded diagrams or trying to describe a broken component over the phone at midnight.
We also carry individual seals, cables, handles, strainers and other hardware for one-off repairs — 1,258 individual AS and AW part numbers in total.
We stock parts for the pumps we know about
There is one honest limitation to any parts guarantee: we cannot stock the correct parts for your site if we do not know which pumps you operate.
That is why we created the free ExFlo Pump Register.
We record the pump make, model, serial number, wet-end configuration, duty point, application and site contact. We can then plan our inventory around the equipment you actually have in service.
A registered pump is one we have already prepared to support. That preparation is what allows us to put a 48-hour commitment in writing.
Plan before it becomes an emergency
Two in the morning is a bad time to discover that your parts strategy is simply to call someone.
If you operate Audex pumps, register them. It costs nothing and helps us keep the right parts available.
If your site runs a mixed fleet, talk to us about a parts supply plan. Send us the model and serial numbers, or even photos of the pump nameplates. We can identify the parts most likely to stop your operation and determine what should already be on the shelf.
That conversation might take twenty minutes. The alternative could take two weeks.