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| Frequently Asked Questions |
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| Below are the answers to Moen's most frequently asked questions. Most of your questions can be answered by skimming through our FAQs. If you can't find the answers for which you are looking please contact our Consumer Services department. | | |
| Cleaning & Care | | | | Q: What kind of cleaner can I use on my LifeShine Faucet?
| | | | A: The LifeShine finish can be cleaned with most household cleaners (including mild abrasives), when used according to the manufacturers' instructions for use. Avoid using any cleaners or pads/sponges that are unsafe for polished metallic surfaces. Most green, fibrous pads or sponges contain microscopic mineral particles that can scratch a faucet's finish, including LifeShine finishes. Cleaner manufacturers may change their formulations at any time; therefore, Moen does not recommend any specific cleanser. Immediately after cleaning your faucet, wash off remaining cleanser with water. To remove water spots, use a soft, damp cloth. Hard water stains can be removed with a 50/50 solution of white vinegar and water or by mild scrubbing with fine steel wool (0000 grade). We also suggest a periodic application of a quality, non-abrasive wax such as car wax or furniture wax. For faucets with clear knob style handles, cleaners should be approved for acrylics.
| | | | Q: How can I clean a clogged showerhead? | | | | A: We suggest soaking your showerhead in a 50/50 solution of white vinegar and water for one hour. White vinegar will facilitate the break down of mineral deposits and sediment build-up.
| | | | Q: What kind of cleaner can I use on non-LifeShine components? | | | | A: Do not use cleaners that contain abrasives, harsh chemicals, alcohol, or other organic solvents. Avoid using any cleansers or pads/sponges that are unsafe for polished metallic surfaces. Most green, fibrous pads/sponges contain microscopic mineral particles that can scratch a faucet's finish. Cleaner manufacturers may change their formulations at any time; therefore, Moen does not recommend any specific cleaner. Immediately after cleaning your faucet, wash off remaining cleaner with water. To remove water spots, use warm water and a soft, damp cloth. Hard water stains can be removed with a 50/50 solution of white vinegar and water, followed by rinsing with water. To preserve the luster of your faucet, occasionally apply a high quality non-abrasive wax, such as car wax or furniture wax. For faucets with clear knob style handles, cleaners should be approved for acrylics. | | | | » Back to the Top | | | | | Bathroom | | | | Q: Why does my Posi-Temp® shower, with waterdrop knob, only give me hot water or cold water, but no mixture? | | | A: In most cases, the knob has been installed upside down. This is simple to correct:
- Remove handle cap and the Phillips screw under the cap.
- Pull the handle off the faucet.
- Now replace the handle, only this time, make sure the point of the waterdrop handle is pointing downward to the six o'clock position.
- Replace the Phillips head screw and handle cap.
| | | | Q: Can I purchase a new tub and shower trim and connect it to my existing Moen tub and shower valve?
| | | | A: Yes, if you currenly have an existing Posi Temp and/or Moentrol valve. Our trim kits work on Moen's M-Pact system. | | | | Q: What is meant by a "pressure-balancing" tub and shower faucet?
| | | | A: A pressure-balancing tub and shower faucet balances incoming hot and cold water pressure to compensate for fluctuations in water flow. Balancing the water flow keeps shower temperatures constant and comfortable, within ±3°F (1°C) of the original temperature, despite other demands such as flushing the toilet or starting the dishwasher. Moen's Posi-Temp ® and Moentrol ® tub and shower valves all feature pressure-balancing.
| | | | Q: What is the difference between a PosiTemp ® tub and shower valve and a Moentrol ® tub and shower valve? | | | A: While the valves do have several similarities:
- A pressure-balanced system that maintains water temperature within ±3°F (1°C)
- Built-in temperature limit stops which allow you to control how far the handle rotates, therefore, controlling the range of water temperature
- Best water flow for any comparatively priced valve
- Available in a variety of connections from common ½" CC/sweat, ½" IPS-threaded; or ½" PEX
- Meets pressure-balancing safety codes
There are a few differences to consider before making a decision.
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Moentrol® |
Posi-Temp® |
| Handle Operation - - how the faucet is turned-on and off. |
Pull / Push |
Rotation |
| Temperature memory - When shutting-off the faucet, the handle stays in the exact temperature position you set during use. The next time you turn-on the faucet, within a few seconds, the water temperature reaches your last temperature setting. |
Yes |
No |
| Volume Control - Controls the water flow rate so you get the amount of water you want at the temperature you want. |
Yes |
No |
| Flow Out of Unrestricted Tub Spout - the litres per minute of water flow through the tub spout. |
28.4 litres
(7.5 gpm) |
23.9 litres
(6.3 gpm) |
| | | | Q: I just installed a Roman tub valve and the spout shank is too long. Do you make a shorter one?
| | | A: The spout shank on Moen's adjustable Roman tub valve (3 piece valves that have not been pre-assembled) must be cut in order to accommodate your deck thickness. (4999 valve)
If you are installing a fixed or pre-assembled Roman tub valve, you will need to lower the entire valve body, so that the spout shank is at the desired height. (4997 valve)
However, Moen now offers no-cut shank tub valves with built-in hand shower diverters (4 hole installation) model #9999 and model #9997.
| | | | Q: What is a pop-up drain assembly? | | | | A: A pop-up drain assembly is commonly used in bathroom sinks. A mechanical plug called a "pop-up stopper" is used to hold water in the sink. Moen offers lavatory faucets both with and without the pop-up drain. | | | | Q: Can I use my existing drain assembly when installing a new faucet? | | | | A: In most cases, yes. But if you're changing finishes, (i.e.,from chrome to brass), you'll probably want to change the drain assembly to match your new faucet finish.
| | | | Q: Can I replace a two-handle lavatory faucet with a single-handle model? Do all faucets fit all bathroom sinks and tub/showers? | | | A: Yes. Standard-size sink openings and faucet dimensions are used throughout the plumbing industry. However, since there are a few exceptions, it is a good idea to check sizes first.
Bathroom Sinks: Many single- and two-handle faucets are on 4-inch centres, which is the distance between the centres of the hot and cold inlets or mounting bolts. Another popular style for two-handle faucets is the 8" to 16" widespread. These faucets come with flexible hook-ups to allow for most adjustments.
Tubs/Showers: The distance between hot and cold water supplies for two-handle faucets is generally 8". The hole opening for single-handle tub/shower combinations may vary. The opening must be smaller than the faceplate of the unit you are installing for proper coverage.
| | | | Q: Can I replace a two-handle or three-handle shower valve with a single-handle model? | | | | A: Yes. Moen remodel cover plates make it easy to replace many two or three handle shower valves with a stylish single handle model. This allows you to keep your existing tile or wall covering intact. These cover plates are available in chrome (part 1920) and polished brass (part 1920P) finishes. | | | | Q: What is the M-PACT ® system? | | | | A: M-PACT ® is a common valve system that allows you to change the style of the trim above the sink, without changing the valve below the sink. M-PACT ® is available in both lavatory faucets and tub/shower faucets. Styles constantly change and the M-PACT ® system is the ideal valve to allow upgrades in your style of faucets without having to change your plumbing underneath the cabinet or behind the wall.
| | | | Q: What makes ExactTemp ® better than the competitors' thermostatic valves? | | | | A: Our ¾" ExactTemp ® allows for multiple shower configurations due to its high volume water delivery system.
| | | | Q: What is a Vertical Spa? | | | | A: A vertical spa is a unique, customizable showering system. Use a combination of body sprays, showerheads, and hand showers to create your own luxurious showering experience. | | | | » Back to the Top | | | | | General | | | | Q: What should I look for when purchasing a faucet? | | | A: When purchasing a faucet, you should consider quality, features, and style. Moen faucets are a perfect combination of all three!
Quality:
One-piece washerless cartridge construction - Moen's patented one-piece catridge means no washers or springs - the most common causes of leaks. The self-contained assembly has fewer parts meaning greater reliability and worry-free performance year after year. European ceramic disc cartridge technology allows for harsh water conditions.
Lifetime Warranty - Moen faucets come with a Lifetime Warranty against leaks, drips, and finish defects. (post 1995 to the original home owner)
Features:
Pressure-balancing - We've all been there. The shower becomes instantly scalding hot or ice cold because someone turns on a washing machine or flushing a toilet. Our pressure-balancing Moentrol ® and Posi-Temp ® valves help guard against "shower shock."
LifeShine ® non-tarnish finishes - Use it everyday, you will never scrub or wear-off the beauty of a LifeShine finish. It gives you the option of designer finishes with the durability of chrome, and it is warranted not to tarnish, corrode, or flake off for life.
MPact ® System - Your style tastes may change, but your Moen faucet doesn't have to. Our revolutionary M-Pact common valve system allows you to completely upgrade the style of your bathroom sink faucet or your tub and shower faucet without replacing any of the plumbing.
Quick installation. Our products are designed to be installed in a short period of time. Whether you are a plumber or a do-it-yourselfer, installation will be quick and easy.
Style:
Buy it for looks. Buy it for life® - Moen faucets are built for your lifestyle. Clean and classic or bold and contemporary. Whatever you are after, Moen offers a variety of styles designed to complement today's decors.
| | | | Q: What causes a Moen faucet or valve to leak or drip? | | | | A: Without a specific model number, it is hard to determine the exact cause of a leak. In general, leaks are often caused by a scratched or torn cartridge, o-ring, or grommet. Typically, a cartridge repair kit or replacement o-ring will correct this type of leak.
| | | | Q: What is the advantage of a Moen cartridge? | | | A: Our cartridge design made history by being named one of the "best 100 inventions of the 21st century". Our one-piece cartridge is a self-contained assembly: With fewer parts, there is less to go wrong. Our cartridges do not have washers or springs to replace and are easy to repair or replace. Our competitors' designs are often more complicated due to their many movable and loose components. Having more parts increases the potential for more problems, which leads to more repairs. Below are some of the reasons why we are still the standard more than 30 years after our cartridge was first used in a Moen faucet:
- Simplicity - our cartridge assembly contains no complicated parts, requiring less maintenance.
- Design - our design eliminates washers and springs, the most common causes of leaks and drips.
- Ease of installation - our one piece design makes replacement quick and painless.
- Lifetime limited warranty - our faucets are made to last. If something should go wrong, replacement parts will be sent free of charge (applies to only "original consumer purchaser for as long as the original consumer purchaser owns their home" - see our warranty ).
- Material - our cartridges are made from high-tech material for optimal performance and long life.
- Ease of use - our handle operation is smooth with the cartridge's greased piston.
| | | | Q: Do all Moen products consist of one standard of quality regardless of whether the distributor is a retail or wholesale supplier? | | | | A: Moen's production line does not differentiate between wholesale and retail models. There is only one grade of brass, only one grade of cartridge and only one grade of warranty coverage - the best. While the numbering system for Moen's wholesale distributors and retail distributors may vary and subtle installation and trim differences may exist (these may include, but are not limited too, packaging, threaded or slip-fit style tub spouts and metallic or non-metallic drain assemblies). The quality and limited lifetime warranty against leaks, drips, materials, and workmanship remain the same for all of our products. | | | | Q: Is there an adjustment that I can make to my faucet to increase the flow of the water? | | | | A: In 1992, the federal government passed the Energy Policy Act. This law placed strict regulations on flow rates. All manufacturers must adhere to these standards and no adjustments can be made. In some cases, you may be receiving less than the maximum allowable water flow rate. Normally, this is due to low water pressure, a blockage in the plumbing or in the faucet, or a faucet malfunction. | | | | Q: How can I purchase repair parts? | | | | A: There are two ways you can purchase repair parts. One way is through a local Moen dealer. The other way is by calling our Consumer Services Centre at 1-800-465-6130 Monday through Friday 8:00 am to 5:00 pm (Eastern Time). | | | | Q: How long does it take to ship parts if I purchase direct from Moen? | | | | A: Stocked items will arrive within 7 - 10 business days. If you need your part to arrive sooner, we do offer expedited shipping. | | | | Q: I don't see my faucet on your website, does that mean it's no longer serviceable? | | | | A: We carry many parts for discontinued models; however, there are exceptions. To determine if we have the part you need, we will ask you to provide the age of your faucet and the model number.
| | | | Q: If I contact Moen directly for warranty parts, what type of questions can I expect to be asked?
| | | A: You can expect to be asked the following questions: What is your faucet's model number? Where did you find the model number? Can you provide proof of purchase? What is the age of your faucet? What is the problem you are experiencing and has any work been done to correct it?
Please be near your faucet when you contact us as we may need to ask further questions or recommend a resolution.
| | | | Q: How can I find my model number? | | | A:
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WHERE TO FIND YOUR MODEL NUMBER |
Your model number can be found on the box in which your product was packaged. Sometimes it can be found on the instruction manual included with the product. |
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| WHERE TO FIND YOUR SERIES NUMBER |
If the model number is unavailable, the series number will be helpful when used in conjunction with the faucet images shown in our replacement part locator. The series number will not be the exact model number.
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| Kitchen Faucets |
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Single/Two Handle |
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The series number may be stamped on the back side of the spout, near the base where it swivels on the sink. If you point your spout aerator (where the water comes out) so that it is facing the 3 o'clock position, the series number should be located on the opposite side at the 9 o'clock position. The model/series number is usually a four or five digit number beginning with "7" or "8" and may be followed by letters. |
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| Lavatory Faucets |
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Single Handle |
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The series number may sometimes be found on the underside of the spout. |
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| Lavatory Faucets |
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Two Handle |
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The series number is often found on the back of the decorative ring located at the bottom of the spout. |
| | | | » Back to the Top | | | | | Installation | | |
» Click here to visit Moen's Installation Help page for more information.
| | | | Q: How do I replace my Moen cartridge? | | | A: For single-handle faucets with pushpull action handles, please view our Animated Installation Help for the 1225/1200 cartridge.
For two-handle models, please view our
Animated Installation Help for the 1224 cartridge.
| | | | Q: How do I install my kitchen or bathroom faucet? | | | A: Always refer to your specific model's installation instruction sheet. However, our Animated Installation Help may aid you in the installation process.
Potential tools needed: flashlight, screwdrivers, adjustable wrench, channel locks or pliers, safety glasses, basin wrench, flexible supply lines, plumbers putty, silicon sealant and thread seal tape.
| | | | Q: Will it take me long to install a faucet? | | | | A: The most time-consuming, and sometimes challenging step, will be removing the old faucet, especially if your water supply connections are corroded (and, therefore, hard to disconnect). Installing the new faucet, however, should be relatively simple. | | | | Q: What tools will I need to install or fix my faucet? | | | A: Before you leave the store with either your new faucet or the replacement part you need, make sure you have these items to help install the faucet or part easily. These items are also listed on the Moen package:
- Phillips and regular screwdrivers
- Adjustable wrench (or basin wrench for hard to reach areas)
- Flashlight
- Pliers
- Plumber's putty (not required on all installations)
- Teflon® tape
- Allen wrench (not required on all installations)
| | | | Q: What are "sweat and/or cc fittings" and what does it mean "to sweat a pipe"? | | | | A: Soldered fittings, also called "sweat fittings," are used to join copper pipes such as those commonly encountered in some in-wall tub and shower applications. Soldering a pipe joint or "sweating a pipe" is accomplished by heating a copper fitting with a propane torch until the fitting is just hot enough to melt metal solder. The heat draws the solder into the gap between the fitting and pipe to form a water tight seal. Soldering requires some skill and attention to safety, but it creates a strong bond when joining copper pipes. Flexible copper tubing can also be joined with compression fittings or flare fittings (these do not require soldering). | | | | Q: Can I join copper to PVC tubing? If so, how? | | | A: Yes. Rigid plastic PVC (Polyvinyl-Chloride) tubing can be joined to copper using "grip fittings." Each side of a grip fitting contains a narrow grip ring and a plastic compression ring (or rubber O-ring) that forms the seal.
Useful Tips
- Use penetrating oil to help loosen corroded mounting nuts.
- Use a hacksaw for cutting steel or plastic pipe.
- Use a basin wrench for those hard to reach areas.
- Use a tubing cutter to make straight, smooth cuts in plastic and copper tubing.
- Wrap Teflon® tape clockwise around threaded joints to ensure a tight seal.
| | | | Q: When do I need to use thread seal tape, pipe dope or plumber's putty?
| | | | A: Teflon ® tape and pipe dope are both effective pipe sealants. However, many people prefer using Teflon ® tape since it is cleaner to work with than traditional grease or pastelike sealants. Plumber's putty is used to form a water tight seal between the sink and the faucet and between the sink and the drain. Some of our models include gaskets making sealants optional. Plumber's putty is not for use on threaded pipe joints or marble surfaces.
| | | | Teflon ® tape and pipe dope are both effective pipe sealants. However, many people prefer using Teflon ® tape since it is cleaner to work with than traditional grease or pastelike sealants. Plumber's putty is used to form a water tight seal between the sink and the faucet and between the sink and the drain. Some of our models include gaskets making sealants optional. Plumber's putty is not for use on threaded pipe joints or marble surfaces.
| | | | » Back to the Top | | | | | Kitchen | | | | Q: Can I replace a two-handle kitchen faucet with a single-handle model? | | | | A: The answer depends on how many holes you have in your sink. Most two-handle kitchen faucets mount through three or four holes, while one-handle faucets can be mounted through one hole or up to four holes. Depending on the Moen faucet you select, you may have unused holes (i.e. one hole mount faucet replacing a two hole mount faucet). If you have unused holes in your sink, you can fill them with either a cap or soap dispenser. Our faucets are designed to accommodate standard-size sink openings used throughout the plumbing industry. Generally, the standard distance of a faucet's hot and cold valve connections, for both single and two-handle kitchen faucets, is 8". Sometimes, there are exceptions. It is always a good idea to measure the distance between the hot and cold valve connections on your old faucet before purchasing a new one. | | | | Q: How many holes are necessary in my sink deck to install my kitchen faucet? | | | | A: Our kitchen faucets come with a wide variety of mounting adaptations. Single handle faucets are available that mount through 1,2,3 or 4 hole applications. Two handle faucets come in 3 and 4 hole applications. If your existing faucet is covering up the holes, you can look under the sink to see how many you have. | | | | Q: Can I purchase a non-spray faucet and convert it to a sprayer model using my existing side spray? | | | | A: No, kitchen faucets with hose and sprays have different valve bodies than non-sprayer models. | | | | Q: Can I install a Kitchen faucet without a hose and spray in a 4-hole sink? | | | | A: Yes. You can use a non-spray model faucet, which utilizes 3 holes, and take advantage of the extra hole by using a liquid soap/lotion dispenser or other accessory. The fourth hole can also be capped with a sink hole cover. | | | | Q: I just replaced the cartridge in my Moen kitchen faucet and the handle will not stay in the on position. What do I do? | | | A: During manufacturing, lubrication (silicone) is used on the cartridge. The combination of lubrication and the weight of the handle can cause the faucet to self-close. This can be corrected several ways:
- Make sure all screws are tight.
- Add a washer around the stem of cartridge (extra friction)
- Change the handle connector (if faucet has one)
- Remove excess silicone from centre stem of cartridge.
| | | | Q: My kitchen faucet handle is hard to operate. What can I do to correct it? | | | | A: For one-handle faucets, simply remove the cartridge and lubricate it both inside and out with plumbers' grade faucet grease. It must be a silicon-based grease. For two-handle faucets, we recommend replacing the cartridge. The part number for a two-handle kitchen cartridge is 1224.
| | | | Q: How can I find my model number? | | | A:
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WHERE TO FIND YOUR MODEL NUMBER |
Your model number can be found on the box in which your product was packaged. Sometimes it can be found on the instruction manual included with the product. |
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| WHERE TO FIND YOUR SERIES NUMBER |
If the model number is unavailable, the series number will be helpful when used in conjunction with the faucet images shown in our replacement part locator. The series number will not be the exact model number.
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| Kitchen Faucets |
|
Single/Two Handle |
|
The series number may be stamped on the back side of the spout, near the base where it swivels on the sink. If you point your spout aerator (where the water comes out) so that it is facing the 3 o'clock position, the series number should be located on the opposite side at the 9 o'clock position. The model/series number is usually a four or five digit number beginning with "7" or "8" and may be followed by letters. |
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| Lavatory Faucets |
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Single Handle |
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The series number may sometimes be found on the underside of the spout. |
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| Lavatory Faucets |
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Two Handle |
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The series number is often found on the back of the decorative ring located at the bottom of the spout. |
| | | | Q: How can I prevent my kitchen faucet's single-handle from self-closing? | | | A: Your faucet's model number determines what course of action would correct the problem. However, in most cases, a self-closing handle can be corrected by:
- Make sure all screws are tight
- Add a washer around the stem of the cartridge (extra friction)
- Change the handle connector (if faucet has one)
- Remove excess silicone from centre stem of cartridge
| | | | » Back to the Top | | | | | Returns | | | | Q: Where do I send in my used Moen product for repair? | | | | A: Generally, it is not necessary for you to send in your Moen product. If you should happen to require assistance with your Moen product, please contact us toll free at 1-800-465-6130 or through the contact us portion of the website. | | | | Q: What should I do if I need to exchange and/or be reimbursed for my unused Moen product? | | | | A: We recommend contacting the dealer where the Moen product was originally purchased. While we cannot specify the dealers return policy, we suggest you have your proof of purchase (original receipt for the product) along with the Moen product, when you visit the store. Moen Incorporated does provide replacement parts when the needed part is covered under our limited lifetime warranty.
| | | | Q: Where do I return my unused parts for credit that were purchased directly through Moen? | | | A: Moen Inc.
2816 Bristol Circle
Oakville, ON
L6H 5S7
Purchased items must be returned within 30 days of receipt. Merchandise must be in a saleable, unused condition and in its original packaging - including packing slip. Shipping and handling costs will not be refunded, unless the part(s) is incorrect or defective.
| | | | Q: When can I expect to be credited for my returned parts that I purchased directly through Moen? | | | | A: Generally, your card will be credited within three - four weeks from that day the parts were returned to us. | | | | Q: What is Club Moen? | | | A: Club Moen is Canada's premier loyalty program to the plumbing industry. It was created in 1991 to reward loyal Moen plumbers for their efforts in promoting the Moen brand. To date thousands of rewards have been redeemed with products ranging from 50 inch TV's to home appliances and more. Also, a couple of very lucky Club Moen members have won a Harley Davidson motorcycle and a BMW Mini.
Participating in Club Moen is easy. If you are the owner of a plumbing company, simply register online at www.clubmoen.ca or call us at 1-800-267-MOEN. After you are a registered Club Moen member, simply forward copies or originals of your wholesale invoices to Club Moen Headquarters. Also please ask your favourite wholesaler if they are participating in automatic transfer of your purchase information. This will allow you to accumulate points automatically.
Once you're a member, you can view the qualifying products and their associated point values by going to the 'Earning Points' section of the 'ABOUT CLUB MOEN' tab on www.clubmoen.ca. From there you can browse or search for specific product codes. You can check your points balance online or you can call us at 1-800-267-MOEN. Members also receive monthly account statements in the mail. Join now and start tapping the rewards!
Please note purchases must be made through a Canadian wholesaler to be eligible to earn Club Moen points.
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