Shipping & Returns
How much is shipping?
There is a "STANDARD" RATE for ground shipping for any packages up to 10 pounds of $15 to the continental United States. Any product exceeding 10 pounds will have multiple shipping options listed. We ship with most major US carriers, including USPS, FedEx and UPS so please check all rates carefully as we get better rates with different carriers to different zones and addresses.
We do offer Air shipping options to domestic addresses. If you are having trouble with getting a rate please feel free to contact us via email or give us a call during our regular business hours. We're here to help!
Filterchoice ships to P.O. Boxes with USPS service only.
For ALL International orders, including Mexico, please call 585.483.0358 to be quoted on shipping rates. (Any duties due are at the buyers expense)
What does Special Order mean?
If a product has an Availability of 'Special Order' this means it is not a regularly stocked item in our main warehouse. This means that we will order your product upon the receipt of your paid through order. Lead times on these items vary tremendously from days to weeks, so if you have any questions regarding specific Special Order items please feel free to email us at firstname.lastname@example.org or give us a call at 585.483.0358.
Do you ship C.O.D?
At this time we do not. We are trying to get this set up, it will be available in the shipping dropdown menu when it is active.
Can I choose my shipment carrier?
Yes, we ship via FedEx, UPS, FedEx SmartPost® and USPS. You will be given the option at checkout to choose your carrier, if you do not see a drop down option please distinguish which carrier you want in the notes section at checkout. If you are shipping via UPS or FedEx we will need your physical address, as UPS and FedEx do not ship to post office boxes.
When will my order ship?
Most orders that are placed before 2:30 pm EST will ship the same day unless there is an inventory issue.
Any orders placed after 1:30 pm EST will be shipped via UPS or USPS due to our FedEx pick up time.
If you would like your order shipped via FedEx your order needs to be placed on or before 12:00 pm EST to ensure same day shipping.
If your order is placed after 4:00 pm EST, it will ship the following business day, unless there is an inventory issue.
If there is an inventory issue, or we do not have the product you ordered in stock, we will contact you via eMail or by phone as soon as we can with the products lead time.
Where do you ship?
We ship to the lower contiguous United States (lower 48 states) and Washington D.C. as well as Hawaii, Alaska and Puerto Rico.
For any other INTERNATIONAL orders other than Canada please call 585.483.0358 so that we can assist you with your order.
Filterchoice™ does not cover any associated duty fees that are acquired on any international shipments. The person(s) that are receiving product are responsible for any duties added.
Unused, NON-DEFECTIVE items with part numbers clearly identified and in re-salable condition are eligible for return. Most regularly stocked items are eligible for a 15% re-stocking fee. Please contact our customer service to obtain an RMA (Return Merchandise Authorization). Once your return is approved you will be sent all the proper documentation to be included with your merchandise. An RMA can only be requested within 90 days of purchase date. After 90 days it is up to the discretion of the customer service manager as to the approval of the items eligibility.
Approved merchandise must be returned within 30 days from the day RMA authorization is received, after 30 days please contact customer service to review your authorization. Returns received within 30 days of authorization will be refunded full invoiced amount less the original freight/shipping charges and a 15% re-stocking fee.
Special Order Returns
**Special order parts include ALL Reverse Osmosis Systems**
Returned "Special Orders" will be charged a 25-35% restocking fee depending on the manufacturer. An RMA (Return Merchandise Authorization) will be required for special order returns. Any product sent back without authorization, or refused delivery from Filterchoice® will be subject to all the same terms, including loss of shipping costs and any/all re-stocking fees. Please include all RMA documentation with all returns. Please contact customer service for specifics.
Filterchoice® also reserves the right to deny refunds and returns on a case by case basis. Depending on manufacturer we may not have the ability to return a product. Please contact customer service for specifics.
Merchandise must be returned in new, unused condition and resalable with original tags and packaging. If items are not received in resalable condition they will be returned at the customers' expense.
Damage | Shortage | Error Claims
Filterchoice® will always cover internal errors, but cannot assume liabilities for external errors. Please be sure to open ALL packages and count all items BEFORE signing for your products. Check for concealed damage. If damage is found notify your delivery agent or carrier and the original carton should be kept for possible carrier inspection. Please contact us immediately if damage is found.
We will happily replace and/or refund the cost of the product to you. In these situations please contact us by phone at 585.483.0358, as this will guarantee the fastest response time.
Refunds will be given on merchandise only. Original shipping charges (if any) are non-refundable.
Shortage or damage claims need to be reported to Filterchoice® within 48 hours of delivery. After 48 hours we cannot make any claim guarantees. In order to process a shortage/damage claim we will need your invoice or sales order number. If shipping via third party shipping accounts Filterchoice® is not responsible for and cannot make any shipping claims, this needs to be handled by the third party account holder.
Once an order is fulfilled and shipped it is consigned to the carrier. PLEASE NOTE: Carriers are responsible for any shortage or damage incurred until you sign a clear bill of receipt. In most cases carriers will not honor a claim if they have a signed receipt from the receiver. Please DO NOT refuse delivery or return products due to any shipping discrepancies/shortages or damage without first contacting Filterchoice® customer service to obtain authorization.
Shipping will be charged on exchanges for products if it is the customers error.
If we have sent an item(s) in error we will reimburse your return shipping expenses and replace the item(s) at no additional charge.
If you return any items for a refund from an order that received FREE Shipping, the original shipping savings associated with the returned item(s) will be deducted from the refund amount unless the return was due to our error.
All refunds will be processed once the goods or product are received back in the condition in which they were sent out. Once the product arrives at our warehouse refunds will be processed within 3 business days, most refunds will post to your account within 30 days of being processed.