WHAT IS TOTALWATERFILTER’S RETURN POLICY?
All purchases have an extended 90-day return policy.
At TotalWaterFilters.com, we are committed to making sure you find the perfect filter for your home and your wallet. To stand by that commitment, we offer Free Shipping for all U.S. orders, and hassle-free Returns if you aren't completely satisfied.
Disclaimer:
Address or other customer error: If a package is returned intact to TotalWaterFilters.com due to address error (or any other error) made by the customer, the customer will be responsible for any shipping fees incurred. A refund will be issued for merchandise.
Violation of laws: If a package is returned to TotalWaterFilters.com due to the violation of a country's laws, the customer will be responsible for any fees (such as quarantine, warehousing or shipping) billed to TotalWaterFilters.com . A refund will be issued to the customer, minus the freight.
Customer refusal: If a customer refuses a package because of additional fees (taxes or for any other reason), TotalWaterFilters.com will issue a refund for the package only, minus the freight and taxes, upon receipt of the returned package and inspection that all originally shipped goods have been returned. The customer will be responsible for any shipping fees incurred.
Custom seizure: If a package has been halted/seized by customs or abandoned by the shipping carrier, the customer will not receive credit for the order. If and when TotalWaterFilters.com receives the returned package intact, a refund will be issued to the customer only, minus the freight and taxes.
Lost packages: Lost packages must be reported to TotalWaterFilters.com within 90 days from the date of shipment confirmation. TotalWaterFilters.com cannot be held liable for refunds or replacements for more than one calendar month. For any returned package: For any order that is returned to TotalWaterFilters.com, if return shipping cost is greater than the cost of good ordered, TotalWaterFilters.com will instruct the carrier to abandon the package. In such a case, the customer will not receive a refund for the order, but will not be liable for the return shipping cost.
Destroyed or unreturned packages: If a package has been destroyed by custom or the carrier, or has otherwise not been returned to TotalWaterFilters.com, we cannot issue a refund for the order.
Any duties or taxes that may apply are the customer's responsibility.
Redelivery Fee & Missed Scheduled Delivery: If reshipment is requested by the Customer due to Returned to Sender, refusal of shipment or missed scheduled delivery, you will be responsible for Shipping & Handling unless it is due to company or Carrier error.
Product Defect, Damaged, or Wrong Shipment: May be eligible for a full refund of the merchandise and Shipping & Handling if confirmed defective, damaged or wrong item is shipped. Please contact us within 90 days of delivery for an immediate resolution. To ensure proper processing of claim and credit for your return shipping cost, you must attach the completed RMA form with your return. All defective item(s) claims are subject to inspection and confirmation. For 'defective' claims, describe the defect and indicate if you would like a replacement by commenting as such on the notes section.
Upon inspection, if item(s) is deemed defective or wrong item(s) shipped, an exact replacement, if available, will be shipped to you free of charge. If an exact replacement is out of stock, we will process a full refund back to the same payment method used on the original order.
Damaged or Missing Items: Claims for damaged items or discrepancies (for example: missing items in your order) should be submitted within 90 days of merchandise receipt. Please retain all packaging material in case an inspection is necessary. In the case of shipping damages, we may contact the carrier.
Undelivered, Unclaimed, Refused, or Returned Packages: Shipping & Handling, Tax, and Gift Wrapping cannot be reimbursed. Original shipping cost is non-refundable for undelivered, unclaimed, refused or returned packages, unless it is a company error. For 'free shipping' packages, shipping cost will be assessed and deducted from final reimbursement. Any shipping cost you incur to return the product will not be refunded unless it is a company error. Non-refundable shipping applies to both domestic and international shipping.
Free Shipping Offers: For 'free shipping' packages, shipping cost will be assessed and deducted from final reimbursement of refunds and store credits. Any shipping cost that you incur to return the product will not be refunded unless it is a company error. Non-refundable shipping applies to both domestic and international shipping.
*Special Restrictions*
We will not charge a restocking fee for an exchange, but customers may have to bear the shipping fee. For refunds, the shipping fee will be deducted from your refund. But if the error is our fault, you will get a full refund. After your exchange or return request has been confirmed, you will be given a return address to send the items back to us.
If you want to exchange or return a product, please email pictures of the item first. You may make an even exchange for the same identical item, or you may exchange it for a different style and pay the price difference.
We cannot accept items that are not in original condition. The returned items must be unaltered, unworn, undamaged, and all tags and packaging must be included and attached.
Items that have been opened or used, unless damaged or defective, cannot be returned.
FAQs
How do I return my order?
You can enjoy free returns by signing in to your profile and starting a return from your orders page.
WHERE IS MY REFUND?
We’ll process your return and issue a refund to your original form of payment. We’ll send you an email to let you know we’ve issued the refund—it may take up to 10 additional days for the funds to show in your account.
How do I check the status of my return?
You can check your return status from your orders page—we update the status based on where we are in the return process.
HOW DO I RETURN MY ORDER?
Returns are free for all our customers. To start your return:
- Sign into your profile and go to your order history, select “View or Manage” for the order you’re returning, then select “Return Items.”
- Select the items to return and provide the return reason.
- Submit your return and choose your return method:
- UPS return code: No printer needed. We’ll email you a QR code to take to a UPS Store location. They’ll scan it and provide a prepaid shipping label. Your code is also always available on your order details page.
- Print your label: You can have a prepaid label emailed or physically mailed to you.
- UPS pickup: You can schedule a pickup with UPS and have a driver pick up your return. UPS pickup fees typically start at $6.
- Send your items back by taking them to a UPS location or handing it to a driver after securely packaging your return (if possible, use the original packaging). Remove or cover any previous shipping labels and bar codes to avoid shipping delays. Return Address: 1336 Lakeshore Drive, Massapequa Park, NY 11762
Why didn’t I get a receipt or return label with my order?
We’ve gone paperless and removed all paperwork from our shipments to help reduce our environmental impact. You can view your payment details or start a return on your orders page on totalwaterfilters.com