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Shipping & Returns

Shipping

For continental US, orders are shipped via FedEx, UPS, or US Mail. Shipping rates are based on our cost and depend on weight, product dimensions, and destination. Shipping rates for orders outside the continental US will need to be quoted by a US Water customer service representative before the order can be processed. Many commercial items and oversized/overweight items will have an additional shipping fee; including but not limited to:

  • commercial reverse osmosis systems
  • backwashing filters
  • harmsco housings
  • large reverse osmosis tanks
  • resin tanks
  • brine tanks
  • grundfox pumps
  • goulds pumps
  • tank distributors
  • water coolers
  • media
  • commercial ultraviolet systems
  • deionization systems
  • EDI systems
  • repressurization systems
  • atmospheric tanks

 

US Water Systems observes the following times for order processing.
Call 800-608-8792 for expedited options after 1pm (EST)
SHIPPING METHOD

NEW ORDER CUT-OFF TIME

(for same day processing)

Next Day & 2nd Day

 1:00 PM (EST)  |  10:00 AM (PST)

Ground, Home Delivery, & Economy Shipping

12:00 PM (EST)  |  9:00 AM (PST)

Orders placed Friday after the cut-off time and all weekend orders will be processed
the next business day.

 

US Water Systems Transit Times
SHIPPING METHOD

STANDARD TRANSIT TIMES

Next Day Shipping

1 Business Day*

2nd Day Shipping

2 Business Days*

3 Day Shipping

3 Business Days*

Ground & Home** Delivery Shipping

3-6 Business Days*

Standard, Free, & Economy Shipping

4-9 Business Days*

*Business day is considered to be Monday-Friday. Transit times are estimates from shipping carriers and are subject to change based on volume of shipments and environmental impacts.
**FedEx Home Delivery is Tuesday-Saturday for residential deliveries | Monday-Friday for business deliveries

 

Return and Exchange Policy


At US Water Systems, our goal is for you to be completely satisfied with your purchase. It is difficult to treat all returns the same due to the varying sizes and nature of the products, but our mindset is that we want to be fair to our customers. To that end, we treat people the way we like to be treated.

Any items received that you believe are incorrect or missing, must be brought to the attention of the US Water Systems customer service department within 14 days of delivery in order for the incorrect parts to be replaced. Replaced parts are shipped in a timely fashion to the best of our ability, however, there are no guarantees for overnight delivery. This policy applies to items ordered incorrectly by the customer or shipped incorrectly by US Water Systems. Any requests made after 14 days cannot be honored.  Any items returned without an RGA will be subject to a restocking fee up to 40%.

Submit a Return Request Now

 

 Returning Your Order

We have thousands of products, both residential and commercial in a wide range of sizes. Some weigh a few ounces and are shipped in an envelope or small box, while others are shipped on multiple skids by a freight company. Our products are broken down into five groups:

Orders Under 60 Pounds 

This applies to filters, drinking water systems, reverse osmosis systems, fittings, small parts and all items that are shipped USPS, UPS, or FedEx. Our policy is as follows:

  • Returns are accepted for any reason within 365 days in the original packaging in new and unused condition with all of its original parts and paperwork intact.
  • A shipping fee will be deducted which will be the actual cost paid by US Water Systems to ship the product, even if the product qualified for free shipping.
  • There will be no restocking fee if you return the product as indicated above. In other words, you will get a full refund.
  • Return shipping is the customers’ responsibility. If it is an expensive product, we would recommend an appropriate amount of insurance be purchased to cover any freight damages during the return. We recommend items be returned via UPS or insured parcel post for proof of delivery. Please be certain that items are secure in their packaging so damage does not occur while they are in transit.
  • Exceptions:
    1. We cannot take back filters whose plastic wrapping has been broken or if they are used.
    2. We cannot take back Special Order items.
    3. Due to Federal Regulations, it is impossible to return some chemicals, such as chlorine, potassium permanganate and hydrogen peroxide.

Orders Over 60 Pounds or Shipped by Freight 

This applies to water softeners, conditioners, backwashing filters, large reverse osmosis systems, problem water systems, large parts and all items that are shipped by Freight or Common Carrier. Our policy is as follows:

  • Returns are accepted for any reason within 365 days in the original packaging in new and unused condition with all of its original parts and paperwork intact.
  • A shipping fee will be deducted which will be the actual cost paid by US Water Systems to ship the product, even if the product qualified for free shipping.
  • Return shipping is the customers’ responsibility. If it is an expensive product, we would recommend an appropriate amount of insurance be purchased to cover any freight damages during the return. Please be certain that items are secure in their packaging so damage does not occur while they are in transit.
  • Exceptions:
    1. We cannot take back filters whose plastic wrapping has been broken or if they are used.
    2. We cannot take back Special Order items.
    3. Due to Federal Regulations, it is impossible to return some chemicals, such as chlorine, potassium permanganate and hydrogen peroxide.

Commercial Orders And Whole House RO Systems

Due to the nature of commercial/industrial equipment, whole house reverse osmosis systems, and special order items, and the fact that most of these systems are custom-made to order, there can be no returns. However, we will work with customers on a case-by-case basis and help re-sell the product, if possible. This is that part where we try to treat people the way we like to be treated.

Polaris Ultraviolet Systems returns or replacement parts are the responsibility of Hydronix, Inc. who is the manufacturer.  US Water regrets that they cannot do any advance replacement of Polaris parts without the express consent of Hydronix.

Stenner Pumps & Parts

Due to the custom nature of all Stenner pumps, they are not returnable for any reason other than manufacturer defect.  Returns of Stenner pumps for manufacturer defects will be handled on a case by case basis and the pumps will typically be returned to Stenner for factory repair and returned to the original owner.

Special Orders

Special order items are not returnable for any reason other than freight damage or defective product.

Cancellation Policy

  • To cancel an order that has not yet shipped please call the customer service department immediately. Once an item or an order has been shipped it cannot be cancelled, and you will have to process a general return.
  • For any replacement items that are shipped out and require a return of original items, the original items are required to be returned within 14 days of receipt of the replacement items. Failure to return original items within the 14 days constitutes acceptance of both the original items and replacement items and you will be invoiced accordingly.

Damages or Defects

Defective Merchandise

Defective merchandise will be refunded once approved from the manufacturer. We are not responsible for any labor costs, which occur as the result of the installation of wrong or defective parts, but will work hard to resolve the manner promptly. Customer Satisfaction is our number one goal so any problems that arise US Water Systems strives to satisfy the customer and resolve the situation quickly.

US Water Systems, Inc. is only responsible for replacement or refund of a defective item and is not responsible for any consequential or subsequent damages or claims arising from any defective product, under any circumstances.

UPS or FedEx Damaged or Missing Merchandise

Please be sure to inspect the package(s) thoroughly. Even if the box(es) looks damaged, the product may be absolutely fine, but don’t assume that. Open the box(es) and check it thoroughly. If it is indeed damaged, please call us to start the replacement process or fill out the return form stating the item was damaged and a new one needs to be sent. We will arrange to have the damaged box(es) picked up and have a replacement shipped as quickly as possible. US Water Systems will not be responsible for returns that do not follow this procedure.

All damaged or missing merchandise not requiring a signature that ships via UPS or Fed Ex that does not come on a skid or via Semi-Truck (Freight) must be claimed within seven days of the item being delivered. You must send a picture of the original packaging and all the parts to support@uswatersystems.com. A claim will be filed with the manufacturer and the situation will be resolved as quickly as possible. If the item is claimed after the day it was delivered claims will be much more difficult to process with no guarantee of replacement. Our primary goal is to ensure customer satisfaction which is why claims need to be made upon day of delivery. If you sign for the package, a claim needs to be made at the time of signing for the package. Please note on the drivers receipt any missing or damaged merchandise.

Freight & Pallet Shipments Damaged or Missing Merchandise

All damaged or missing merchandise that ships via Semi-Truck (Freight) or that is signed for at delivery must be noted on the drivers receipt upon delivery. Please mark what is missing or damaged on the drivers receipt before the driver pulls away. After marking the drivers receipt with what is missing or damaged take the package inside and take a picture of the original packaging, all the parts in the packaging and any visible damage and send it to support@uswatersystems.com. It is our primary goal to ensure customer satisfaction that is why any missing or damaged merchandise needs to be written on the Driver Receipt before the driver leaves. If the Drivers Receipt is not signed with the missing or damaged merchandise the claims will be much more difficult to process with no guarantee of replacement.

Refunds & Exchanges

Refunds

We will notify you via e-mail of your refund once we have received and processed the returned item. Please note: we will refund shipping costs only if the return is a result of our error.

Once the returned product is received and checked in by our return center, refund will be issued within 14 days based on the following criteria:

  • If the order is less than 180 days old, refund will be given to the original card used to place the order
  • If the order is older than 180 days, refund will be given in the form of an in-store credit.

Please note some returns may be subject to a restock fee according to the guidelines listed on our returns policy.

 To begin processing a return, please call our customer service department.

Exchanges

The above Return Policy also applies to exchanges. We will apply the payment for your first order, minus original shipping and handling costs, to your second order as long as the second order is of equal or greater value. Note: The original order item(s) must be returned first.

Refused Shipments or Incorrect Address Policy

If you refuse delivery or provide an undeliverable address as your ship to address and your order is returned to us, you will be credited for the purchase price less a restock fee or 10% and original cost of shipping (even if order was processed with Free Shipping ). You may pay to reship your order after providing updates to your ship to address. Note: No refund will be available if the order was a special or custom order.

Liability Limitation

Under no circumstances will US Water Systems be financially responsible to cover the cost of water damage resulting from the improper installation, improper handling, neglect, not replacing filters according to recommended maintenance schedules, improper set up, failure to insure there are no leaks, or any other cause of water damage, including product malfunction or defect. There are no exceptions. We will however, try to work with you to resolve the problem as quickly and painlessly as possible.

Warranties

All warranties are included on the product pages of our website for each specific product.

 

International Shipping Powered by International Checkout

We have partnered with International Checkout to service our international customers.

Once you have created your shopping Cart, choose the "Outside The U.S.?" button. You will be automatically transferred to International Checkout's Secure International Checkout page where you will be provided with international shipping costs as well as duties and taxes for your shipment.

Upon completion of your order, International Checkout will charge your credit card for the entire purchase. We will ship the goods to International Checkout's Global Distribution Facility in California where they will process the order and transport the goods to your international address. There are no additional fees or registration processes with this service.