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Shipping and Returns

Shipping & Returns

This page provides an overview of our shipping, delivery, return, and repair policies. Please choose the section that best matches what you need.

What Do You Need Help With?

  • Questions about shipping rates or delivery?
    See the shipping information on this page.
  • Did your order arrive damaged or with something missing?
    See the damaged or missing shipment instructions below.
  • Do you want to return a product for a refund?
    Visit our Returns & Refunds page .
  • Is your product not working properly or in need of repair?
    Visit our Repairs & Technical Support page .
  • Are you ordering from outside the United States?
    Visit our International Orders page .

U.S. Shipping

Free Shipping on Orders Over $500

We waive standard shipping charges on qualifying U.S. orders totaling more than $500.

  • Credit-card orders over $500 generally must be shipped to the billing address associated with the card.
  • If the billing and shipping addresses are different, we may contact you before processing the order.
  • PayPal orders must be shipped to an address approved through PayPal.
  • If an address or payment-security issue cannot be resolved, the order may be cancelled and refunded.

Flat-Rate Shipping on Orders Under $500

U.S. orders totaling less than $500 are charged a flat shipping rate of $12.95.

The flat rate does not increase when multiple items are purchased in the same order. In many cases, Alkaline Water Plus pays a portion of the actual shipping cost.

Shipping to an Address Other Than the Billing Address

For fraud-prevention purposes, orders over $500 may require additional verification when the shipping address is different from the billing address. In some cases, payment by wire transfer may be required.

Canada and International Shipping

Orders shipped to Canada are generally charged a flat shipping rate of $45.00.

Customers outside the United States and Canada should contact us before ordering so we can confirm availability, shipping cost, voltage requirements, and payment instructions.

International customers should review our complete International Orders policies before placing an order.

Tracking and Delivery

When tracking information is available, it will be sent to you after your order ships. Please monitor the tracking information and estimated delivery date.

If a reasonable amount of time has passed and your package has not arrived, contact us so we can help investigate the shipment.

Damaged or Missing Shipments

Please open your package promptly and inspect the contents. If an item is damaged or missing, contact us as soon as possible.

Do not discard the shipping box, packaging materials, or damaged item. These materials may be required to complete a shipping insurance claim.

If your shipment arrives damaged:

  1. Photograph the outside of the shipping box, including the shipping label.
  2. Photograph all sides of the box and any visible damage.
  3. Photograph the internal packaging materials.
  4. Photograph the damaged product and any damaged accessories.
  5. Keep the box, packaging, and product until the claim has been fully resolved.
  6. Email the photographs and a description of the problem to support@alkalinewaterplus.com .

If a Product Does Not Appear to Be Working

Please contact us before attempting to repair, disassemble, or return a product. Attempting an unauthorized repair may damage the equipment or affect warranty coverage.

Some apparent equipment problems are caused by installation, setup, local water conditions, water hardness, flow rate, filter placement, or operating settings. Many issues can be resolved without shipping the product.

Please do not pack or ship a product until you receive authorization and instructions from us.

To request assistance, visit our Repairs & Technical Support page or email support@alkalinewaterplus.com .

Returns for Refund

Returns require prior authorization. Eligibility, deadlines, product condition requirements, restocking fees, and shipping responsibilities vary according to the type of product purchased.

Electric water ionizers may qualify for our 60-Day Satisfaction Guarantee. Review the complete 60-Day Trial policies before requesting a return.

For instructions covering other approved returns, visit our Returns & Refunds page .

Repairs and Warranty Assistance

If you believe your product needs repair, begin by contacting us and describing the problem in detail. We will help you troubleshoot the issue before determining whether the product needs to be shipped.

If shipping is necessary, we will provide authorization and any model-specific instructions. Do not ship a product without that authorization.

Begin the support process on our Repairs & Technical Support page .

Important Return and Repair Reminders

  • Always obtain authorization before shipping anything.
  • Never ship a wet product.
  • Wet filters should be removed, sealed in a leak-proof bag, and packed according to the instructions provided.
  • Never ship a water ionizer in only its retail product box.
  • Place the product box inside a sturdy outer shipping box with sufficient packing material on all sides.
  • You are responsible for packing the product securely and protecting it from shipping damage.
  • Shipping insurance is recommended for approved returns and repairs.
  • Send us the tracking number after an authorized product has been shipped.

Contact Alkaline Water Plus

Questions about shipping, delivery, returns, or repairs are welcome. Go to our Contact page or use any of the following methods to contact us.