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SpringWell Water Shipping & Return Policy
Shipping Policy
Free Shipping in the Continental USA
Orders typically ship within 3 to 5 business days. Orders over $29.00 qualify for free shipping. If you place an order over the weekend, processing will generally begin on the next business day; however, during high-volume periods, fulfillment may begin as early as Sunday. Your order will ship within the standard 3–5 business day window. Free shipping applies to the continental United States only. Orders shipped to Hawaii, Alaska, or Canada will incur additional shipping charges, which are calculated at checkout. Estimated delivery times vary by location but typically range from 3–7 business days after shipping.
Billing Information
Your credit card will be billed under the name SpringWell Water.
Well Water System Orders
For well water filtration systems, SpringWell Water reviews all orders to ensure compatibility with the customer’s water conditions. Orders for well systems are held until we have received and reviewed a recent water test confirming that the system selected is suitable for the specific water chemistry. If test results indicate that adjustments or additional treatment are required, our support team will contact you before fulfillment to confirm or modify your order. Orders without submitted or valid water test results will remain on hold until verification is complete. Processing and shipping timeframes for well systems begin only after this compatibility review has been finalized.
Tracking Your Order
You will receive a tracking ID via your preferred email address for each order. In rare instances—such as during carrier system updates or due to complexities within a carrier’s tracking network—tracking information may temporarily be unavailable. If this occurs, please allow up to 48 hours for our system to refresh. You are always welcome to contact our customer service team for updates regarding your order.
Undeliverable Packages
Occasionally, packages may be returned to us as undeliverable. In such cases, SpringWell Water will issue a refund for the product cost minus shipping charges, provided the delivery failure was not caused by an address error or other issue attributable to the customer. SpringWell Water is not responsible for undeliverable shipments resulting from incomplete, incorrect, or outdated address information provided by the customer. We do not automatically re-ship undelivered orders. If you wish to receive the items again, please place a new order through our online store. Please contact our customer service team if: (1) You believe your package may not be delivered as addressed; (2) You have not received confirmation that your package was returned to us; or (3) More than three weeks have passed since the estimated delivery date and you have not yet received your refund. Refunds for undeliverable packages are typically processed within 7–10 business days after the returned package is received.
Refused Deliveries
If a delivery is refused for reasons not attributable to SpringWell Water, return shipping costs and a restocking fee as outlined in our Restocking Fees policy may apply. For orders refused prior to delivery, SpringWell Water is not responsible for any shipping costs incurred.
Damaged or Lost Shipments
Claims for damaged or lost small-package shipments must be submitted within 10 days of delivery. For freight shipments, customers must inspect all goods upon delivery and report any visible damage or loss directly to the freight driver. Damage must be noted on the delivery receipt at the time of delivery. To process claims, SpringWell Water may request photographic evidence of the damage. Claims received after the stated period may not be eligible for review. Please note that due to the detailed nature of claim investigations, processing may take 5–14 business days.
Order Cancellations and Price Adjustments
You may cancel your order only if it has not yet entered the fulfillment or shipping process. Once an order has entered fulfillment, cancellations are no longer possible; however, you may still return the item in accordance with our return policy. The fulfillment process begins once a shipping label has been created. At that point, your order is being prepared for shipment and cannot be modified or cancelled, even if tracking information has not yet updated or indicates that the package has not left our facility. Once processing has begun, the order is considered in transit and cannot be retrieved or stopped. To initiate a cancellation, please contact our customer service team by phone. (Email cancellations are not accepted to ensure timely handling.) SpringWell Water does not offer retroactive discounts or price adjustments on prior purchases. Orders cancelled and re-submitted to obtain new promotional pricing are not guaranteed to receive the lower price. Promotional pricing and discounts apply only to orders placed during the active sale period and while inventory remains available. Refunds for approved cancellations are typically processed within 7–10 business days after confirmation.
Return Policy
General Returns
SpringWell Water accepts returns of all SpringWell-branded items within six (6) months of the original purchase date, provided the products are in their original, unused condition (uninstalled and in undamaged packaging). Refunds exclude all original shipping costs. Return shipping costs are the responsibility of the customer. For Water Test Kits, returns are accepted only if unused and initiated within 30 days of purchase. Please note: taxes, brokerage fees, customs duties, border crossing charges, and shipping costs are non-refundable. Refunds for approved returns are typically processed within 7–10 business days after receipt and inspection of the returned item. (See Restocking Fees for details.)
Restocking Fees
A restocking fee of 10% applies to all approved, non-defective returns. For refused deliveries or returns that require additional handling, inspection, or repackaging, SpringWell Water reserves the right to apply a restocking fee of up to 25% of the order value. Restocking fees help cover inspection, repackaging, and administrative costs incurred when processing returned merchandise.
Performance Promise
SpringWell stands behind the quality and performance of its products with a 6-month Performance Promise. If your system does not perform as expected, please contact our support team. We will work with you to resolve the issue through troubleshooting, replacement parts, or other remedies as appropriate. Installed systems are not eligible for return unless determined defective by SpringWell Water. Defective product returns will be paid for by Springwell Water and refunded in full, excluding installation related costs. This promise focuses on product performance and service resolution rather than full refunds for installed systems.
Product Exchanges
If you receive a defective or faulty item, please contact our customer support team within 30 days of delivery to request an exchange. A prepaid return label will be provided to facilitate the return. Once the defective item is received and verified, a replacement will be shipped. If you wish to exchange an item for a different product, please return the original item following our return policy and place a new order for your preferred product. You do not need to wait for the original return to be processed before placing a new order.
Summary
This policy is designed to provide clear expectations, protect both customer and company interests, and ensure fair handling of all shipping and return scenarios. SpringWell Water strives to maintain transparency, timeliness, and professionalism in all aspects of order fulfillment and support.
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