Waterworks ERP Transition Update

Please see the important note from Melinda Ness below.

As we continue moving through our ERP transition, I wanted to take a moment to provide an update and address some of the concerns many of you have understandably raised regarding processing times, lead times, and our upcoming price increase.

First and foremost, thank you for your patience, partnership, and continued support throughout this transition. While the migration has presented challenges, we are making meaningful progress every single day. The teams across Customer Service, Operations, Logistics, and IT are working tirelessly to improve workflows, increase efficiencies, and stabilize processes as quickly as possible.

A few important updates:

Order Processing

• New POs entered directly into the new ERP system are processing significantly faster and moving through the warehouse more efficiently than migrated legacy orders. Migrated orders continue to require additional manual review and intervention, and they are being monitored daily by the CSS team to ensure they continue to progress toward shipment.
• As the teams become more experienced and efficient within the new system, we are now seeing standard PO turnaround times improve to approximately 24-48 hours.
• If you have an urgent order requirement, please include “EXPEDITED” in the subject line of your PO submission so the team can identify and prioritize it appropriately.

Lead Times & Factory Capacity
We are encouraged to report that our factories have made significant strides in increasing production capacity, and we are beginning to see stronger inbound receipts arriving at our warehouse. While we are still actively working through backorders, the trajectory is improving, and inventory flow is becoming more consistent. Our teams continue to review open orders daily and are working diligently to fulfill delayed orders as quickly as possible.

Upcoming Price Increase
As previously communicated, our upcoming price increase is tariff-driven and intentionally conservative.

We strongly encourage all partners to review current project pipelines and place orders as early as possible — particularly for:

• Special finishes
• Custom items
• Projects requiring installation in 2026

Early order placement gives us the best opportunity to secure production timing, identify any potential risks proactively, and help ensure successful delivery timelines for both you and your clients.

European Summer Factory Closures

Lastly, we want to remind everyone about the annual European factory closures in August.

Final shipments will leave Europe during the last week of July, with factories reopening and resuming shipments in September. If you currently have projects that could be impacted by these closures, please reach out to us now so we can review timelines proactively and determine whether any action is needed in advance.

We recognize that this transition period has required flexibility and patience from your teams and your clients alike, and we genuinely appreciate your continued partnership as we work through it together. While there is still work ahead, we are seeing measurable progress week over week and remain fully committed to improving the experience for both you and your customers.