FAQ

We will only charge your credit card or PayPal for each order when the item is shipped. (You can cancel at any time)

You can save 5% for the product you selected on the first time and the following auto-delivery orders. Please note that this discount can't combine with other discount on our site.

The stock is sold out and we have no stock available currently. Please contact us if you want to know when will the items available.

You can find the specifications on the user manual and on the website product page, section "Specs". If you would like to compare products, you can do that on the "Compare" section on the same product page.
If you need additional information, please contact our Support team.

In order to process your order we require the following information:
Model number and quantity of the product(s) you want to order
Your shipping and billing addresses
Phone number – in case we need to contact you quickly in regards to your order
Email address – for order confirmation and invoice
Payment method – please provide a credit card number, PayPal, Afterpay or Klarna account to complete your order
Please note that we do not take orders over the phone or email, the order can only be placed online through our official stores.

There are numerous reasons for why your coupon cannot be applied:
(1) The coupon expired.
(2) May have been used already or has a use limit.
(3) Is entered incorrectly.
(4) Not applicable for any products in your shopping cart - Coupons can be applied for specific categories, products or even just for a special promotion page.
(5) Is not from an official source.
If you have a coupon that is not working and none of the reasons above match your situation, feel free to contact our Support team via dedicated channels. Please note we may require some extra information and/or time to sort out your situation.

Yes. However, we already offer generous discounts to drop shipping customers, so it may be more advantageous to use the drop ship discount rather than the coupon.

Waterdrop accepts PayPal, Credit Card and Accelerated checkout. Please read the Payment Poilcy to learn more payment information

Waterdrop does not charge fees of any kind, but some credit card companies will charge a currency conversion fee. Please consult your credit card provider for more information.

Waterdrop warehouses located in the USA, then there are no import and custom duties or taxes charge. Sales Tax is calculated on the total merchandise value net of any discount. Total taxes may also include taxes charged on the county tax+city tax (if taxable in your city).

Please verify that your payment is confirmed and the order was indeed placed. Other reasons may be a package delay or lost, extreme weather conditions or damage. Please check the tracking information on the delivery service website.
In case of lost package, please contact our Support team, so we can determine the next steps. Please note we may require some extra information and/or time to sort out your situation.

There are four reasons why your order was partially shipped：
We have different warehouses, sometimes products cannot be sent together, and will be shipped from the corresponding warehouse separately.
The items are overweight and need to be shipped in different packages.
The item is out of production or stock for a long while, in that case we may ship the available parts to you first.
Lastly, the items are prepacked, so if you ordered several items or a combo, it'll be shipped in different packages.
Usually in this case, we will send email to you.
Please refer to our Shipping Policy for further information

We can cancel the order for you as long as it's not shipped out yet.
Usually this process takes 24 hours. Also if you contact us during that time but the package is already shipped, you can return it for a full refund.
Please read our Cancellation Policy for further information.

Once your order is shipped, you will receive an email from us containing the tracking information. This is also available in your "Order Details" page.
If you didn't receive it within the estimated time (please see our Shipping estimated dates for that information), please contact our Support team for assistance.

Please contact us within 24 hours, as soon as you realize you need to change the delivery address. Once the order is shipped, we CANNOT change the address. Please contact our support team to help you.

If you choose Economy Shipping, then there's no additional cost. If you choose Standard or Express Shipping, you would need to pay the extra shipping fee.
Please check our Shipping Policy for the estimates.

(1)How to cancel my order before the item is shipped?
Please email to service@waterdropfilter.com, you will get the refund after our service team receives your request. (This may take up 1-3 days, thanks for your patience and understanding.)
(2) How to cancel my order when the item has been shipped?
If you contact our service team within 24 hours and the item is shipped, we could offer you a free return label and you will get the refund after we receive the item back.
If you want to cancel the order after it has been generated for more than 24 hours and shipped, you need to bear the extra return fee.

The products can be delivered to most of states in the USA except Alaska, Hawaii, American Samoa, Micronesia, Guam, Marshall Islands, Northern Mariana Islands, Palau, Puerto Rico and U.S. Virgin Islands.

We work with 3 carriers to make sure your order will arrive on time: United Parcel Service (UPS), United States Postal Service (USPS) and FedEx.
Note: We don't accept requests to specify a certain carrier to deliver the package.

The package will be shipped from the warehouse closest to your location in USA.

If the payment page displays an error, please double check the information typed, such as CVV, Expiration Date, and Credit Card numbers. Also make sure you selected the correct payment form, If everything is correct, please try to reorder. In case the error keeps showing up, please try using another device such as cell phone or even different browser.

You can apply coupons to your order at checkout. There is a tab at the right of the screen (PC view) where you can type it in. Once you do it, click “apply” and the discount will automatically adjust your order total.
If you encounter any issue, please check our Section "Ordering: My coupon code doesn't work, what's happening?" for further troubleshooting.

If you wish to cancel an order, please contact our customer service team.

If you contact us within 24 hours of purchase:
We can cancel the order for you at no additional cost. The cancellation may take up to 3 days, thank you for your patience and understanding.
If the package is already shipped, we will issue a prepaid label and return your payment AFTER we have received the package from you.

If you contact us after 24 hours of purchase:
You need to bear the return fee if the package is already shipped (depends on our system, not the order status).
The product has to be damage-free, packed in the packaging we sent to you, and with the original receipt of the purchase.
We will return your payment AFTER we have received the package from you.

There are times when we may not have the product(s) that you choose in-stock or may face some issues with our inventory and quality check. In such cases, your order will be cancelled and refunded. You will be notified about it in advance so that you do not have to worry unnecessarily about your order.

After receiving your request or your packages, it may take up 1-7 business days to refund your money.

If you received a damaged / incorrect item and you want to file a claim, please email service@waterdropfilter.com together with your order information and the picture of the damaged / incorrect product.
We will help you replace it.

The order number needs to be included in the package. You can print out the order detail page or contact us via service@waterdropfilter.com before the return.
The package needs to come back with the original receipt of the purchase.
The product has to be in the packaging we sent in the first place.
The product has to be damage-free (not applicable for defective products), damage on the product will void the refund.

The return address:
Ecolife Technologies, Inc.
17910 Ajax Circle
City of Industry, CA 91748
United States
Tel: 888-352-3558

Please refer to our Return Policy for further information of the process.

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