Ordering Information and Return Policy
We have been selling quality water filter products and systems built in the USA for 16 years, since 1997. Most of cartridges are USA made (except our high quality Doulton bacteria filter is made in the UK)
We ship to all US addresses using UPS (with exceptions). We are now shipping to Canada on a limited basis via USPS Priority Mail. Charges for shipping and insurance will be calculated, and then e-mailed to the customer prior to processing. Duty and customs cost is approximately 17 percent and is the customer's responibility. If the package is not accepted and returned for any reason, the customer will be responsible for any charges including duty between Canada and the US and shipping fees.
Important: We ship via UPS or the US Postal Service and they require an accurate and complete street address (example: 122 Elm St, Apt 102, not 122 Elm #102). Also, the shipping address entered must be where your credit card statement is mailed (bill to address). We process your credit card through a merchant terminal with address verification along with other forms of security for your protection. If your street address is not on file, we may not get authorization and that will delay your order. If your billing address is a post office box, your bank can add your street address on your request.
Important UPS Delivery Information
Please provide us with your correct street address for UPS delivery, including apartment numbers, etc. If the address is not correct or incomplete, UPS charges $11 for an address intercept, and you will be billed that amount.
UPS will attempt delivery 3 times, and requires someone there to sign for the package. If you can't be there, call UPS at 1-800-742-5877 and ask them to hold the package so you can pick it up at their office. They will hold a package for 5 days, but you must call to make the request. And you'll need ID to pick it up. If you are not home on the their 3rd attempt to deliver the package, and you haven't called to arrange pickup at their office, UPS will return the package to us and you will be responsible for shipping costs: to you and the return shipping--actual costs. To avoid extra expense, please have someone there to sign for your package or call and arrange to pick up the package. When an exception notice is sent to us after an attempted delivery, we will e-mail you instructions with your tracking number. Note, signing the UPS slip left in the door doesn't guarantee they will leave the package. It depends on your driver.
Notice: consumer is responsible for following any state and/or local regulations and plumbing codes pertinent to the purchase, installation and operation of our products.
- Free ground shipping continental US orders over $149* (we ship via UPS or the US Postal Service)
- Shipping and handling for orders under $149 is just $9.00 continental US
- Limited 30 day Money Back Guarantee**
- Most orders shipped UPS within 48 hours; UPS Tracking e-mailed
- Online Orders are processed manually by a qualified water filter specialist--credit cards are NOT automatically billed
- Most filters are for municipal water purification unless otherwise stated
- KDF/GAC cartridge (KG) 3-year warranty--does not cover sediment clogging (New York City area)
- Order toll-free 1-888-297-4887 or in Michigan call 1-248-788-3342
- For information call or e-mail: firstname.lastname@example.org
- Technical support hours: 9am - 5pm EDT, Monday - Friday.
- Free filter wrench with countertop and under-counter orders, except with build-your-own filters
- Whole House Filters may take up to 2 weeks for delivery
- Under counter and whole house filters require plumber installation
**Limited 30 Day Money Back Guarantee!
Under-counter and countertop*** water filters must be unused and in original packaging. Returns must be authorized over the phone, and then shipped with insurance for the amount paid. A 15% restocking fee plus the actual shipping costs will be deducted. The filter MUST be returned within the 30 day period otherwise it will not be accepted. The limited 30 day money back guarantee only applies to our under-counter and countertop filter systems. All other products, including cartridges, shower filters, RO systems, water filter parts and ionizer pre-filters are not returnable.
*** Countertop connection note: if you have a faucet that does not accept our standard diverter, like some Moen models, you may return the filter within the 30-day period, but you will be responsible for the 15% restocking fee. To prevent a problem, please contact us prior to purchase.
*Free shipping, continental US only. Does not apply to special orders. Prices subject to change without notice.
If you are in Hawaii or Alaska, etc., our shopping cart does not add the shipping charges to the order, and the amount will calculated and a new total will be sent to the customer prior to processing.
The Water Exchange Fax-Mail Order Form
You may order any of our water filtration products using our fax-mail order form. Simply fill in the fax order form with your name, address, phone number, charge card number and products desired and fax or snail mail in your order. For a secure ordering method, please use our cart system on our KDF® Products page.
You may also mail your order using the fax order form. Send to The Water Exchange/Software Exchange LLC, PO Box 251682, West Bloomfield, MI 48325. Michigan residents add 6 % sales tax. Make your check or money order payable to The Water Exchange.