This Aquasana Shipping Policy ("Policy") applies to factory-direct purchases of Aquasana products made by consumers from Aquasana, Inc. ("Aquasana"). By purchasing any product from Aquasana you agree to this Policy.
Aquasana reserves the right, at its sole discretion, to change, modify, add, or remove portions of this Policy, at any time. It is your responsibility to check this Policy periodically for changes.
Processing Time
- Orders generally ship within 2 business days (Monday-Friday, excluding holidays).
- During peak periods, such as major holidays or promotional events, processing times may extend to 3-4 business days due to increased order volume.
- Actual transit times depend on the carrier, service type, and delivery location and are not guaranteed.
- Some Whole Home orders may be checked by our team to make sure you receive correct solution. In a few cases, this may add a little extra time to your order processing, but it helps ensure everything is perfect for your installation.
Carriers
Aquasana may cover shipping costs for select order types at our discretion. We reserve the exclusive right to select the carrier and shipping method based on destination, package size, service availability, and cost-effectiveness. Aquasana is not responsible for delays caused by carriers.
If a customer prefers to use a specific carrier or service level that we may have available, the customer is responsible for any associated shipping costs. Please note that expedited options are still subject to Aquasana order processing times. Aquasana is not responsible for delays caused by carriers.
Package Receipt & Installation Timing
Whole Home systems typically ship in multiple boxes and may be sent from different warehouses, which can result in deliveries arriving on separate days. To ensure a smooth installation:
- Do not schedule your plumber or any professional installation service until your entire order has been delivered, and you have confirmed that all boxes have been received.
- This requirement applies to any system that will be professionally installed, not just Whole Home systems.
- Aquasana is not responsible for any fees related to rescheduling plumbers or other contractors.
Undeliverable Packages
Packages returned to Aquasana due to incorrect or undeliverable addresses, as defined by our carrier partners, are eligible for a full refund minus the cost of return shipping to Aquasana. Customers are solely responsible for ensuring that the shipping address provided at checkout is accurate. If you are notified that your shipment is undeliverable or has been returned to us, please contact our Customer Service team for assistance.
Refused Packages
Shipments refused at the time of delivery will be returned to Aquasana. A 25% restocking fee may apply, and any refund will be reduced by the cost of return shipping. Outbound shipping charges are non-refundable.
Missing Packages That Show as Delivered
If tracking shows your package as “Delivered” but you cannot locate it, please complete the following steps:
- Confirm the shipping address on your order confirmation.
- Review tracking information and any delivery photos.
- Check around the delivery location (porches, mailrooms, side doors).
- Ask household members or neighbors if they received the package.
- Wait up to 48 hours, as carriers sometimes scan packages as delivered prior to arrival.
- Contact our Customer Service team for further support.
For Suspected Stolen Packages
Please notify us within 5 business days. Replacement shipments are considered on a case-by-case basis and may require confirmation of delivery location and/or additional documentation such as a police report or other evidence of a stolen package. If a replacement is approved, it must be sent to a verified, secure, or alternate address. Replacements are provided as a one-time courtesy, and Aquasana does not accept and expressly disclaims any liability related to or arising from stolen packages.
Aquasana reserves the exclusive right to approve or deny replacement requests based on the results of our investigation, carrier documentation, and internal risk assessment.
Damaged Packages
If your order arrives damaged, defective, or broken, please notify us within 5 business days of delivery. We require photos of the damaged item and shipping packaging to help with our review. Please do not discard any packing materials until your replacement is authorized. Once approved, a replacement will be shipped using the same method as the original order. Aquasana will cover the return shipping for any damaged items. Please return the original item by the Return By Date provided during your return authorization.
Shipping Restrictions
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P.O. Boxes
We strongly recommend shipping all items to a physical address due to the size of many of our packages. While we can deliver smaller items to P.O. boxes, we are not responsible if a P.O. box cannot accommodate larger packages. Additionally, please note that shipping via USPS may, in some cases, result in higher shipping fees.
The following large and bulky items require a physical address and cannot be shipped to P.O. boxes:
- Whole Home Water Filters
- Whole Home Water Softeners
- Whole Home Water Conditioners
- Reverse Osmosis Systems
- Shipping to Alaska, Hawaii & Puerto Rico
Transit times may be longer than standard delivery estimates.
- Shipping to Army Post Office, United States Virgin Islands, Guam & American Samoa
We're sorry, we are unable to ship to these locations.
- Shipping to Canada
All shipments to Canada are subject to provincial duties and taxes and carrier brokerage fees due at the time of delivery. These charges are the customer's responsibility. Carriers will attempt multiple times to collect duties and taxes before designating the shipment as abandoned. Abandoned shipments are not eligible for a full refund. By placing an order, you acknowledge and accept these terms.
Transit times may be longer than standard delivery estimates.
- Saturday Deliveries & Signature Required Deliveries
Expedited shipments are not available for Saturday deliveries.
Signature required deliveries are not available.