WaterFilterUSA offers same day shipping before 2:00pm EST on most in-stock items. Shipping is free for all US and Canada orders over $60 (excluding HI and AK).
Tracking Shipments
Upon your order shipping, a tracking number will be emailed to the email address you provided on your order. Sometimes tracking information won't be available. This may be due to the timing of tracking-database updates by the carrier, the sophistication of a particular carrier's tracking system, or the lack of full integration into our tracking systems. If you don't see any tracking data for your shipment, please allow up to 48 hours for our system to update and then contact customer service for additional information.
Undeliverable Packages
Occasionally packages are returned to us as undeliverable. When the carrier returns an undeliverable package to us, we will issue a refund minus shipping costs if the carrier is unable to deliver the package due to an address error that is not caused by WaterFilterUSA.
We are unable to re-ship orders that are returned to us as undeliverable. If you would still like to purchase items that were undeliverable, you are welcome to place a new order on our website.If you suspect your order cannot be delivered as addressed and you have not received confirmation of its return or refund after 4 weeks from the estimated delivery date, please contact us.
Refused Shipments
If an item is refused upon delivery at no fault of WaterfilterUSA, We may at our own discretion, charge the customer a 25% restock fee. WaterfilterUSA can not be liable for the shipping charges if the item is refused before delivery. Freight packages and international shipments that are refused will be charged a 35% restock in addition to freight charges.
Price Matching
We're working hard to make sure our prices are the best around. If you find a lower advertised price on another qualifing website, let us know and we'll match that price. Excludes previous purchases.
If we lower our price within 7 days after the date we ship your order, let us know and we'll credit you for the difference. Refunds will be issued as a check and take 1-2 weeks to issue after price matching.
Damage Claims
All damage claims on deliveries must be made within 10 days of arrival to customers home. WaterFilterUSA may request photos of the damage to give to UPS for inspection of the damage and to file a claim. Should an item arrived damaged contact customer service to setup UPS to come and pickup the damaged item from you. Once UPS picks up that package, a new shipment will be sent to you.
Order Cancellation Policy
You can cancel your order for any item provided that the order has not yet entered the shipping process. If the item you want to cancel has already entered the shipping process, it cannot be canceled by you or by our customer service department. However, you can return the item for a refund.
Product Exchange
If you received a faulty item and need to exchange it for the same item, contact customer service to setup an exchange. Customer service will send you a prepaid return label to have the faulty item returned or may setup a pickup. Once customer service has confirmed the carrier has picked up the faulty package or that it has been dropped off to the carrier, a new shipment will be sent.
If you would like to exchange an item for a different one, please return the original following our return policy and place another order for the item you wish to purchase. You do not have to wait for us to receive the original item before placing the new order.
Water Filter USA Responsibilities and Limitations
PelicanWater representatives will recommend an overall water filtration, treatment, and/or conditioning system solution based upon all the information we receive via email, fax and verbally by the customer. PelicanWater can not be responsible for a recommended solution that falls short resulting from lack of information about other conditions that exist in the water. Any product used for contaminates or water conditions other then those listed in the manufacturer specs will not be covered under the performance guarantee or 90 day satisfaction guarantee. 10 Year warranty for tank and valves still apply. PelicanWater can not be responsible for customers who alter their water system beyond manufacturer specs. Speaking to a customer service representative or asking about using another product in conjunction with a pelican system or to alter a pelican system does not constitute approval of such alteration and would void manufacturer warranties and return policies on said system.
Purchasers are advised that water quality conditions vary by area. Product performance may be affected by these variables, and for optimum performance purchasers should verify prior to ordering that their local water quality falls within PelicanWaters recommended specifications. Our representatives base all product recommendations on information provided by our customers; if other conditions (i.e. water, installation space, power, water pressure, etc.) exist which were not prior disclosed, then additional/other products may be required to make the overall solution successful. However, as always, we are committed to working with the customer to help remedy any troubled solution by providing the customer with the most effective and affordable solutions available.
PelicanWater may not be financially responsible for any service, 100% satisfaction guarantee or warranties that has resulted from improper application, poor handling, alterations, neglectful damage, set-up, installation, start-up procedure and/or lack of thorough follow through of installation procedures found on or with the unit and in any service guides, product manuals and/or related website pages.
Return Policy
90 Day Satisfaction Guarantee
Pelican Carbon Series, Combo Series, Iron Series and NaturSoft Series products offer a 90 day satisfaction guarantee. Try these products for 90 days and if you are not 100% satisfied, return the item to us for a 100% refund. Return shipping and all labor costs are the customers' responsibility; water must be within manufacturer specs. All refunds under the 90 day guarantee will be done in the form of a refund check.
General Return Policy
Pelican will accept return of items unused and in original condition within 90 days of delivery minus a 10% restock fee. Freight shipments may be returned within 90 days minus a 15% restock fee. All returns will be inspected for completeness and damage. Any product returned without all parts, media or product shipped to the customer will be subject to additional fees or may have their return refused. See "Important Return Notice" below. Some products have returns restrictions. Please review the list below or the product listing page to determine if special return policies apply to your products. Systems altered or changed from their original manufacturer build and specs are not returnable.
Pelican Advantage Series Salt Systems & RO Systems (including replacement filters) may be returned unused within 60 days.
Trojan Brand products may be returned unused within 30 days.
Custom/Special Order Products
All custom order or special order products are not returnable once ordered.
Return Procedure
Return Authorization Code
Returns will not be accepted withImportant Return Notice a valid Return Authorization Number (RA). Unless otherwise specified in the item listing on our website or in our Return policy, you may request an Return Authorization Number (RA) within 90 days of the original purchase date. RA numbers expire after 30 days, but we encourage you to return the product as soon possible. Any return we receive without a valid RA number will be documented and rejected or subject to a restocking charge at our sole discretion. Customers should call 1-866-767-6401 and speak with customer service to get the RAC. All returns must also contain all parts that were sent, along with all original packaging. Returns must have an RMA or RAC before being returned or the return shipment may refused by WaterFilterUSA.
Return Shipping
WaterFilterUSA may at our discretion send you a pre-paid return label for you to return your product. If you use this mailing label and the return is a result of our error (you received an incorrect or defective item, etc.), we'll pay the return shipping costs. If you use this mailing label and your return is not the result of our error, the shipping cost of that returned item will be deducted from your refund. The amount deducted will be equivalent to our standard shipping cost for that item.
For your protection, we recommend that you insure your return and use a traceable carrier that can provide you with delivery confirmation. WaterFilterUSA shall not be responsible for items returned that are lost or damaged in transit. Postage and handling charges, both to and from our warehouse will be paid by the customer, and are non-refundable. At our discretion, we may reimburse shipping charges related to the return of defective products inside the U.S. only.
For freight shipments, we are happy to accept returns for large items that are shipped via our specialty shippers. These items do require a special type of return and cannot be returned with a pre-paid return mailing label like standard shipments. If you need to return an item shipped via a specialty shipper, please contact customer service and request the return. We will follow up with instructions for returning the item. Note: Any return that is not the result of our error may be subject to a restock fee which will be deducted from the refund.
Important Return Notice
All returned products will be thoroughly inspected and a determination will be made if eligibility and conforming requirements are met. In the event that the product you are returning does NOT meet the requirements described in this document, we will photograph the merchandise and packaging, and prepare a detailed summary of our determination as to why the return was denied, the product(s) will be deemed not eligible for return and will be returned to you. If WaterFilter-USA.com, at our sole discretion, decides to accept a non-qualified item for return, a restocking fee of up to 25% will be assessed.
