Shipping & Returns

We have revised and moved our shipping and returns policies.

Please use the following links to access the updated policy pages:

Shipping Policy

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. For questions regarding these items please contact us at 1-800-608-8792.

 
Order Processing Cut Off Times

SHIPPING METHOD

NEW ORDER CUT-OFF TIME

Next Day & 2nd Day
4:00 PM (EST)  |  1:00 PM (PST)
3 Day & Ground
3:00 PM (EST)  |  12:00 PM (PST)
Economy
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.

Call 800-608-8792 for expedited options after 3:00 PM (EST)

 
US Water Systems Transit Times

SHIPPING METHOD

STANDARD TRANSIT TIMES

Next Day
1 Business Day*
2nd Day

2 Business Days*

3 Day
3 Business Days*
Ground **
3-6 Business Days*
Economy
4-9 Business Days*

Standard transit time does not include product lead time and order processing time. Please call or email for product lead times.

*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 Policy

 US Water Systems branded “residential” items may be returned if new, unused, and unopened in original packaging within 365 days of delivery for a full refund or store credit less shipping costs. Return shipping costs are the responsibility of the customer unless the item received is deemed incorrect or defective. A Return Authorization number must be obtained from US Water Systems before returning any items for any reason. Please follow the return instructions carefully before returning any item to ensure timely credit or refund. There will be no re-stocking fee if the product is returned as indicated above.

Non-US Water Systems branded “residential” items may be returned if new, unused, and unopened in original packaging within 30 days of delivery for a full refund or store credit less shipping costs. Return shipping costs are the responsibility of the customer unless the item received is deemed incorrect or defective. A Return Authorization number must be obtained from US Water Systems before returning items for any reason. Please follow the return instructions carefully before returning any item to ensure timely credit or refund. There will be a restocking fee of up to 25%.

If exchanging items, the return item(s) must be received before replacement item(s) are sent. A Return Authorization number must be obtained from US Water Systems before returning items for any reason. Shipping charges for exchanged or replaced items will be the responsibility of the customer.

All returned “commercial” products, including, but not limited to, reverse osmosis membranes rated at >100 gpd, non-backwashing filters, UV systems, are subject to a 25% restocking fee. Point-of-entry reverse osmosis systems, backwashing filters, softeners and any special-order/custom items are custom made based on requests in the individual order and therefore cannot be returned for a refund.

Refunds are processed within 14 business days of returned item delivery to US Water Systems. It may take several more days for bank processing before funds are received.

Return Instructions

ORDERED WRONG ITEM or NO LONGER NEED ITEM - If you ordered the wrong item or no longer need an item you ordered, you may return or exchange the item if it is new, unused, and unopened in original packaging within 30 days of delivery for a full refund or store credit (at the discretion of US Water Systems). Return shipping costs are the responsibility of the customer. To initiate a return or exchange follow the instructions below:

  1. Please contact US Water Systems at (800) 608-8792 to initiate a return.
  2. You will receive email notifications, detailed return instructions, and status updates.

RECEIVED WRONG ITEM or PROBLEM WITH ITEM - If you received the wrong item or there is a problem or damage with your item, please contact US Water Systems Customer Service within 14 days of delivery at (800) 608-8792 to obtain return authorization and return instructions.

RETURN ADDRESS - Send all returning items properly packaged to:

US Water Systems
Returns RA#
1209 Country Club Road
Indianapolis, IN 46234

QUESTIONS

E-mail: support@uswatersystems.com
Phone: (800) 608-8792

Cancellation Policy

To cancel an order that has not yet shipped, please call the customer service department at (800) 608-8792.  Once an order has been shipped, it cannot be cancelled, and you will have to process a return.

Due to the nature of commercial/industrial equipment, point of entry RO systems, pond systems, and other special-order/custom items will be subject to a 25% cancellation fee.