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Repairs and Technical Support

Water Ionizer Assistance & Repairs

If you're experiencing a problem with your water ionizer or another product, we're here to help. Many issues can be solved quickly by email without the need to ship your product.

Please complete the support form below or email us with as much information as possible. We'll review your information and guide you through the next steps.

Many apparent equipment problems can be resolved through troubleshooting, installation adjustments, filter checks, flow adjustments, or changes related to the local water supply. We will work with you step by step to determine whether your product actually needs to be sent in for repair.

Please do not pack or ship your product until you receive authorization from us. If shipping is necessary, we will provide instructions specific to your product and situation.
Ready to request assistance? Complete the support form directly below and provide as much detail as possible.

Request Assistance

Please complete the support form below and provide as much detail as possible. Clear and complete information helps us diagnose the issue more quickly and may save you the time and expense of shipping your product.

Helpful information may include:

  • Your name and contact information
  • Your order number or approximate purchase date
  • The product brand and model
  • A detailed description of the problem
  • When the problem began
  • Any error messages, lights, sounds, or unusual behavior
  • Any troubleshooting steps you have already tried
  • Information about your water source, hardness, filtration, or plumbing
  • Photographs or video, when helpful

You may also email us at support@alkalinewaterplus.com .

Before Requesting a Return or Repair

All products are guaranteed to be free from defects when received. If a product arrives damaged or defective, please report the issue promptly so we can help you.

If your new electric water ionizer is functioning properly and you simply want to return it for a refund, review our 60-Day Trial policies .

For refund eligibility and return instructions involving other products, visit our Returns & Refunds page .

This Assistance & Repairs page is for products that are not working properly, may need troubleshooting, or may require repair.

How the Assistance and Repair Process Works

  1. Submit the support form above or email us with a detailed description of the problem.
  2. We will review the information and help you troubleshoot the issue.
  3. We may ask for additional details, photographs, video, water information, or testing results.
  4. If the problem can be resolved without shipping the product, we will guide you through the necessary steps.
  5. If a repair is necessary, we will provide authorization and any product-specific shipping instructions.
  6. After shipping, send us the tracking number so we can watch for the package.

Important Repair Policies

  • Do not attempt to open, disassemble, alter, or repair the product unless we specifically authorize you to do so.
  • Unauthorized repair attempts may cause additional damage and may affect warranty coverage.
  • Repair and shipping authorization is valid only for the period stated in our email. If you delay too long, the support case may be closed and you may need to contact us again.
  • Shipping costs for repairs, including shipping in both directions, are generally the customer’s responsibility unless otherwise stated in writing.
  • We do not accept responsibility for damage caused by inadequate packing or damage occurring during shipment.

If We Authorize You to Ship Your Product

Follow the instructions in our authorization email carefully. Product and model requirements can vary, so the email instructions take priority over the general guidance below.

Never ship a water ionizer in only its retail product box. The retail box must be placed inside a sturdy outer shipping box with protective packing material surrounding it.

Preparing the Product

  • Unplug the product and disconnect it only as instructed.
  • Drain all water from the product as thoroughly as possible.
  • Never ship a water-containing product while it is wet or leaking.
  • If a filter is wet, remove it when instructed and seal it inside a leak-proof plastic bag.
  • Place paper towels inside the empty filter compartment to absorb remaining moisture.
  • Include any parts, accessories, cords, hoses, fittings, or paperwork we request.
  • Do not include unnecessary accessories unless we specifically ask for them.

Packing the Product

  • The safest method is to place the product in its original retail box and then place that box inside a sturdy outer shipping box.
  • If you no longer have the original retail box, wrap the product thoroughly with multiple layers of bubble wrap.
  • Use a strong corrugated shipping box that is large enough to provide protective material on every side.
  • Provide approximately two inches or more of protective packing material around all six sides of the product or retail box.
  • Fill all empty spaces so the product cannot shift, slide, or bounce inside the box.
  • Do not place a shipping label directly on the retail product box.
  • Seal the outer shipping box securely with strong packing tape.

Example of Proper Packing

The following image shows an example of a water ionizer packed inside a sturdy outer shipping box with protective material around the product box.

Example of a properly packed water ionizer for repair shipping

Example of a properly packed water ionizer prepared for shipment.

Shipping an Authorized Repair

  • Ship only after you have received written authorization.
  • Use a sturdy outer shipping box and sufficient protective packing material.
  • Purchasing shipping insurance is strongly recommended.
  • Unless instructed otherwise, shipping damage is the responsibility of the person sending the package.
  • Include a return-shipping label in the box if requested. This may help reduce repair turnaround time.
  • Send us the tracking number after the package has shipped.
  • Do not require a delivery signature unless we have approved an alternate receiving arrangement.

Repair Shipping Address

Unless your authorization email provides a different address, ship approved repairs to:

Alkaline Water Plus
49 Raintree Ct.
Fenton, MO 63026

Always confirm the shipping address in your authorization email before sending the package. Certain brands or repairs may need to be shipped to a different service location.

Removing Water-Ionizer Hoses

Some H2 water ionizer models should be shipped with their hoses attached. Other models may require hose removal. Follow the instructions provided for your model.

If we instruct you to remove a quick-connect hose, watch the video below before attempting to disconnect it. Pulling the hose incorrectly may damage the fitting.

Brand-Specific Water Ionizer Instructions

Some water ionizer brands and models have additional requirements for draining, disconnecting, packing, or shipping. Review the appropriate brand information when instructed:

After You Ship

Email the tracking number to support@alkalinewaterplus.com so we can monitor the delivery.

Please keep your shipping receipt, tracking information, photographs of the packed box, and insurance documentation until the repair and return shipment are complete.

Contact Alkaline Water Plus