FreshWater Policies

Return Policy

You can return any item for a full refund (minus shipping costs and a 10% restocking fee) within 30 days from the date of purchase, except for energy dots and water ionizers. All energy dots and water ionizers are final sale and cannot be returned or exchanged for any reason.

Returns are subject to inoperable items. They must be in original condition, unused with original tags and labels. Your return item(s) will be inspected upon arrival before your refund is processed.

It can take up to 7 business days for us to receive and process your return. Once processed, your refund can take up to 3-7 business days to be returned to your payment method. You will receive a confirmation email once your return is processed.

Important Information

Please fill out our customer support form prior to returning your product(s) for a refund. Any products mailed to us without prior authorization and instructions may not include the information required to properly be accepted and processed. You are responsible for any costs associated with returning your order.

If items are returned after 30 days, we will not be able to accept your return nor credit a refund to your account.

Exchange Policy

You can exchange any item within 30 days from the original date of purchase, except for final sale items such as energy dots and water ionizers.

We will notify you by email upon receiving your product(s) for exchange. We will issue you a refund (minus shipping costs and a 10% restocking fee) for any difference between the product prices involved in the exchange within 3 business days of processing your exchange. FreshWater will pay the shipping costs to send back your new items.

Please fill out our customer support form prior to returning products for exchange. Any products mailed to us without prior authorization may not include the information required to properly be accepted and processed. You are responsible for any costs associated with returning your order.

Exchange returns must be received within 30 days of original purchase.

Canceling an Order

You may cancel an order before it ships from our facility. Take immediate action by replying to your order email receipt to cancel your order since most orders ship same or next day. Credit card transactions will be voided or refunded back to your account within 3 business days. Refunded PayPal transactions are refunded immediately when processed.

Damaged or Defective Products

Damaged or defective products are eligible for replacement. Do not automatically return the products via mail. Please fill out our customer support form to arrange replacement of the product. Damaged or defective products must be exchanged within 30 days of the original purchase.

Warranty Policy

FreshWater products are covered by a general manufacturer’s warranty for a specific time period after purchase. If your product becomes inoperable during the warranty period, it will be replaced if it’s not damaged due to personal neglect and misuse. Please fill out our customer support form to start the process. NO REFUNDS.

Please refer to our shop for each product’s warranty.

Shipping & Handling

What carriers does FreshWater USA use?

We use FedEx and USPS for shipping out domestic and international orders. Customers can select the preferred shipping method in the cart prior to checkout.

Please note: Shipping prices are determined by the shipping location, the shipping method selected at checkout, as well as the size and weight of item(s) ordered.

For international orders are customs fees, duties or taxes included in the price?

Customs fees, import duties, and taxes will apply to your purchase and are NOT INCLUDED in the price that you pay to FreshWater. You must pay these fees to your carrier or local government when your order is delivered at your destination. It is the customer’s responsibility to track the package once it has shipped and to contact the corresponding carrier to clear up any charges owed.

Please note: Shipping prices are determined by the shipping location, the shipping method selected at checkout, as well as the size and weight of item(s) ordered.

After I place my order, how long before it ships?

We process all orders within 1-2 business days. Business days are counted as Monday-Friday, excluding any major holiday or holiday observed by the carrier.

Will I receive a tracking number?

Yes. We do not provide any support for packages once they are shipped. We only provide tracking information. Once shipped, it is your responsibility to track the package and contact your local carrier for any issues. Unfortunately, if your package does not reach its destination, we cannot provide any refund or replacement unless we receive the package back. Most carriers will return the package to sender if not able to successfully deliver to the recipient.

What happens if my package does not arrive in the estimated timeframe?

All time estimates are not guaranteed. The estimated time of delivery can be delayed due to weather and/or road conditions. The carrier’s website will often state if packages are being delayed due to weather. International orders may have delays due to the customs process. If there are any issues during delivery that cause a delay, no type of refund or credit will be issued.

What happens if the package gets returned to sender?

Domestic: We will contact the customer as soon as the package is received back at our facility, if we don’t receive a response within 14 business days, the package will be discarded, and no refund or replacement will be issued. For situations where the customer provided an incorrect shipping address and the package is returned to us for that reason, then the customer is responsible for any additional shipping charges to have the package reshipped to the correct address.

International: Packages that are returned due to nonpayment or incorrect address will be refunded after the following fees are assessed: original shipping charges, return shipping charges, any duties and fees owed on the package, and a restocking fee. If the fees amount to more than the original package, then no refund or replacement will be issued. Any packages returned to us due to the customer’s failure to pick up a package, nonpayment of customs fees, or an incorrect provided address will not receive a refund on shipping charges and may incur additional charges.

What happens if my package is lost or stolen?

Once the order has shipped, FreshLight is not responsible for lost or stolen packages that were marked as delivered. Please contact the carrier for any information regarding the delivery.