WaterFilterUSA offers same day shipping before 2:00pm EST on most in-stock items. Shipping is free for all US and Canada orders over $40 (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 15% restock fee. WaterfilterUSA can not be liable for the shipping charges if the item is refused before delivery. Freight packages that are refused will be charged a 25% restock in addition to freight charges.
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.
Return & Refund Policy
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.
In order to return a product under the money back guarantee, a water test may be required with certain systems to ensure your water conditions meet the requirements for the system. If a system is installed on water conditions that are outside of the listed parameters on any product spec sheet, a return will not be allowed under the money back guarantee and your warranty will be void. However WaterFilter USA will work with the customer to order the correct solution to their water conditions.
All performance or product expectations are done verbally or in writing with the customer and do not exceed the manufacturers system specs.
Unused Returns "Change Of Heart"
All returns due to customer "change of heart" that received promotional free shipping, will have all shipping charges deducted from their refund. If the return is outside the manufacturers return policy, see Important Return Notice below.
Custom/Special Order Products
All custom order or special order products are not returnable. Manufacturer warrantys still apply to all custom systems.
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.
Refund Process
All refund amounts will be based on the manufacturers warranty and return policy and WaterFilterUSAs return policies. Refunds will be issued back using the payment method you used when you placed your order. Refunds take up to 7 business days to process once we receive the return. Shipping fees are not refundable, and all return shipping fees are the customers responsiblity.
Refunds will be less then the original amount if any of the following conditions occur:
- If an item is returned without all parts, your refund may be subject to a 15% restock fee.
- If an order is returned due to a change of heart (see above)
- If we send a pre-paid return label, and return is not due to our mistake or a defective product.
Important Return Notice
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 WaterFilterUSA.com, at our sole discretion, decides to accept a non-qualified item for return, a restocking fee of up to 25% will be assessed.
Product Exchange Policy
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.
WaterFilter USA Responsibilities and Limitations
Waterfilter USA 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. WaterfilterUSA can not be responsible for a recommended solution that falls short resulting from lack of information about other conditions that exist in the water.
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 Waterfilter USA.s 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.
Waterfilter USA may not be financially responsible for any service, 100% satisfaction guarantee or warranties that has resulted from improper application, poor handling, 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.
Manufacturer Moneyback Guarantees
AquasanaAll Aquasana water filters have a 60-Day Money Back Guarantee. (excluding the Aquasana Rhino EQ-300 which has 90 days).
Aqulic
All Aqulic water filters have a 60-Day Money Back Guarantee.
Nimbus/Omni RO Systems
All Nimbus water filters have a 30-Day Money Back Guarantee on all unused filters. Open or used replacement filters or media are non-returnable.
Pelican
All Pelican Systems have a 90-Day Money Back Guarantee. Open or used replacement filters or media are non-returnable.
Rainshowr
All Rainshowr shower filters have a 90-Day Money Back Guarantee.
Trojan
All Trojan UV equipment has a 30-Day Money Back Guarantee on unused product.
Wellness
All Wellness water filters have a 90-Day Money Back Guarantee.
