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FAQ

SHIPPING

Where does EcoPure Water Shop ship to? 

  • We can ship to virtually anywhere in the world. There might be certain restrictions on some products, and some products cannot be shipped to international destinations.

How is the shipping rate determined?

  • Shipping rates for many items are weight-based. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound. 


SECURITY

Is my personal information safe while processing my orders over the internet?

  • EcoPure Water Shop uses a SSL up to 256-bit by GeoTrust. Customers will connect with our secure server. SSL sends the browser information that "encrypts" the order, changing all the information that customers send back into a code that is extremely difficult to decipher. 


CANCELLATION

How do I cancel my order?

  • Orders may be cancelled any time before they are charged/shipped. No charges shall apply.

Can I cancel my order after I have been charged?

  • If orders are charged and not shipped yet, a fee of 3% shall apply, being the non-refundable service fee credit card companies charge us for any transaction.

Can i cancel my order afer the item has been shipped?

  • If orders are cancelled after they are shipped, an administrative charge of 15% of the net price (minimum US$22.00/C$25.00) shall apply, subject to the products and packaging being returned to us by the customer in undamaged and good, saleable condition.

Can I return my item?

  • Customers may return most new, unopened items within 30 days of delivery for a full refund (may be subject to a re-stocking fee). Used items are not eligible for refunds.

How do I return an item?

  • Contact our staff via email as soon as possible upon receiving the incorrect or defective item. State in the email the order number and the problem with the order. Our staff will get on the case within 24 hours for further arrangements.

When will i receive my refund?

  • Customers should expect to receive refund within 2-4 weeks of giving the package to the return shipper.
 
Are shipping fees refundable?
  • EcoPure Water Shop will only cover the cost of return shipping if the return is a result of our error (ie. upon receiving an incorrect or defective item).