Shipping policy
1. U.S. Warehouse and 24-Hour Dispatch
U.S. fountain orders ship from our U.S. warehouse within 24 hours after payment is confirmed.
We send an order confirmation after purchase and shipping information after dispatch.
Dispatch means handover to the carrier, not merely creation of a shipping label.
The 24-hour timeframe refers to dispatch, not delivery.
It is separate from the business-day calculation used for transit estimates.
If we cannot meet the dispatch commitment, we notify you promptly, explain the issue, and provide a revised estimate when available.
You may agree to wait or cancel the unshipped order for a full refund.
We do not keep an order delayed indefinitely without your agreement.
2. Estimated U.S. Delivery Time
Standard U.S. delivery typically takes 3–5 business days after dispatch.
For this estimate, business days are Monday through Friday, excluding U.S. public holidays.
Weekends and holidays do not count toward the estimate even when a carrier makes deliveries on those days.
Alaska, Hawaii, Puerto Rico, other U.S. territories, and non-contiguous destinations may require additional transit time.
Weather, carrier disruption, address issues, and peak periods can affect estimates.
Dates displayed on product pages, checkout, or tracking services are estimates, not a separate guarantee of arrival by a fixed date.
3. Free Standard U.S. Shipping
Standard shipping is free on U.S. orders, with no minimum purchase requirement.
We do not add a standard shipping fee because an order is below a spending threshold.
If we cannot serve a particular address, we contact you and provide a full refund for any order we cannot fulfill.
Any optional delivery service, if offered, must show its cost before you select and pay for it.
4. Delivery Outside the United States
This policy’s delivery estimate and free-shipping promise apply to U.S. orders.
Contact us before ordering for a non-U.S. destination to confirm availability, transit estimates, and charges.
The availability of a country in a checkout menu alone does not establish a U.S. delivery promise for that country.
If we accept payment for an order we cannot deliver, we will cancel and refund it.
5. Carriers and Tracking
The shipping carrier is selected according to the destination and available services.
Your shipping confirmation identifies the tracking information.
Tracking may require 24–48 hours after dispatch to show its first scan or update.
A delayed initial scan does not, by itself, establish that a parcel has not been handed to the carrier.
If shipping details are missing, check your spam folder and contact us through our Contact page.
6. Addresses, PO Boxes, and Delivery Restrictions
Please check the recipient name, street address, apartment or unit, city, state, ZIP code, and contact details before ordering.
PO boxes, military addresses, and other restricted destinations depend on available carrier services.
Contact us if you need to confirm delivery arrangements before ordering.
If we cannot serve the destination, we will explain the issue and arrange a suitable alternative with your agreement or refund the unfulfilled order.
7. Address Changes and Cancellation
Contact us immediately if an address is incorrect or you need to cancel.
We make reasonable efforts to act before dispatch, but changes may not be possible once fulfillment is underway.
After dispatch, interception and redirection depend on the carrier.
An already-shipped order can use the 30-day home-trial return process after delivery where applicable.
8. Taxes and Import Duties
Applicable U.S. sales taxes, if any, are shown at checkout before payment.
Domestic shipments from our U.S. warehouse to U.S. destinations should not require import-duty payment upon delivery.
If an unexpected carrier charge is requested, contact us with the notice so we can investigate.
Non-U.S. orders, if separately accepted, require their own destination-specific arrangements.
9. Delayed or Lost Packages
Contact us if a shipment is substantially delayed, tracking stops updating, or the delivery estimate has passed without a clear update.
We will help investigate with the carrier.
For a package confirmed lost in transit, we arrange a replacement at no additional charge or a full refund.
Unshipped orders that cannot meet the promised dispatch time receive the delay or cancellation options described above.
A carrier investigation does not remove any rights you have under applicable law.
10. Tracking Says Delivered, but the Parcel Is Missing
Check the delivery location, mailbox, reception desk, available delivery photographs, and household members.
If the parcel still cannot be found, contact us promptly with the order and tracking details.
A delivered scan alone does not automatically end our assistance or determine responsibility.
We investigate with the carrier and arrange an appropriate replacement or refund when the package is confirmed lost or misdelivered.
11. Damaged, Incorrect, or Incomplete Deliveries
Contact us as soon as possible if an order arrives damaged, contains the wrong item, or is missing supplied accessories or promised gift filters.
Photos of the packaging and contents can help. If unavailable, we will discuss another reasonable verification method.
For approved claims, we cover required return shipping and provide an appropriate replacement or refund.
Missing promised accessories and complimentary filters are sent at no additional charge.
We recommend reporting visible shipping damage within 48 hours when possible.
Reporting later does not automatically remove return, warranty, or other applicable rights.
12. Split Shipments and Complimentary Filters
If fulfillment requires separate parcels, we will provide available tracking information for them.
No extra standard shipping charge is added for a split shipment.
The qualifying fountain bundle includes 1 ceramic filter with the fountain plus 5 complimentary extras, for 6 total.
The extra filters may appear as one 5-pack in the order summary.
If a promised pack is missing, contact us and we will resolve it at no additional cost.
13. Returned or Undeliverable Parcels
If a parcel is returned because of an address issue or unsuccessful delivery, we contact you to discuss reshipment or a refund.
Any proposed cost caused by a customer-provided address error will be explained before you agree to reshipment.
You will not be charged additional fees for delivery errors caused by us.
To make a satisfaction return, use our approved return process rather than refusing delivery or sending a parcel to an unconfirmed address.
14. Home Trial, Returns, and Warranty
After delivery, the fountain has a 30-day home trial, including normal use with water and a pet trying it.
Approved U.S. returns include a prepaid return label, including non-quality returns.
There is no restocking fee or deduction for normal trial use.
The fountain also has a 1-year limited warranty.
See our Return, Refund & Warranty Policy for the complete procedures and terms.
15. Customer Support
For shipping, tracking, address, or delivery questions, use the support channels published on our Contact page.
Include your order number and a brief description.
We normally respond within 1 business day, Monday through Friday, excluding U.S. public holidays.
Messages may be submitted at any time.