Support

Return Policy

30-day Returns:

  • You are eligible to return any filter system within 30 days of receipt.

  • All returned items must be disassembled and re-boxed in the original packaging, as they were first received.

  • The 30-day risk-free return policy applies to all item(s).

  • There are no restocking fees, however, customers are responsible for the return shipping cost.

    • We will cover the return shipping expenses in the case of a request related to a warranty/quality issue.

Return after 30 Days of Receipt:

  • You may still return any item after 30 days of receipt, but no more than 90 days after receipt

  • Customers are responsible for the return shipping cost. The total cost of shipping will be deducted from your refund.

  • All returned items must be disassembled and re-boxed in the original packaging, as they were first received.

  • A 15% restocking fee will be applied to all, UNOPENED, returned products.

  • A 30% restocking fee will be applied to all, OPENED, returned products.

  • For any return requests related to a quality issue, we offer free return or replacement with a new product.

Quality/Defect Issue Definition:

  • A “defective” product, or “Quality” issue, is a product that contains defaults in materials and workmanship not caused by improper installation, servicing, repairs, or use.

Refunds:

  • All returns must be inspected by the supplier, and product condition verified before a refund can be issued.

  • Refunds may take up to two weeks to be issued once the return has been received.

Shipping Policy

Handling Time:

  • We need 24 to 48 hours to process your order directly through iSpring or Waterdrop. Most packages will be shipped within 24 hours of order process completion (excluding weekends and holidays)

Track Your Order:

  • Once your order has shipped, you'll receive an email with tracking information. You can also go to your order details page to view tracking info.

Shipping Origin:

  • Your package will be shipped directly from an iSpring or Waterdrop warehouse, closest to your location. If you have any questions, use the contact form under Contact, or shoot an email to info@havenwatercompany.com

Shipping Area:

  • We currently offer free, standard shipping within the continental United States. If you are in Alaska or Hawaii, contact us at info@havenwatercompany.com for a shipping quote.

  • We DO NOT ship internationally at this time.

Shipping Carriers:

  • We deal directly with iSpring and Waterdrop and do not hold our own physical inventory. Orders are shipped directly from iSpring and Waterdrop via UPS, USPS, FedEx, and Amazon Logistics US, to ensure timely delivery.

  • Note: we cannot accept carrier requests at this time.

Delivery Time Frame Exceeded:

Shipping delays can occur due to weather, natural disasters, carrier issues, or high-risk orders. If your order is delayed, contact us at info@havenwatercompany.com, and we will do our diligence in reaching out to the supplier/carrier.