Need help? Our support team and service network are here to assist you! You can find answers below or contact our team to get support.
***Looking for answers to common water questions? You are in luck. Click to read our water-quality FAQs answered by professional water technicians.***
As an eCommerce company, our primary form of communication is email. All order updates will be sent to the email address used when the order was placed. For this reason, please give a valid email address when you place an order.
ORDER INFORMATION & TRACKING
Once you place your order, you will receive an email link to your personalized order status page—the order status page updates in real time as the status of the shipment changes. You'll have the option also to receive SMS updates on your shipment.
LOCATING YOUR ORDER CONFIRMATION NUMBER
You will receive an email confirmation with your order number.
CANCELING OR CHANGING YOUR ORDER
Due to our electronic processing, online orders can only be changed or canceled within 30 minutes of placing the order. Please email us immediately to cancel your order. We cannot guarantee that it can be modified or canceled.
I NEED TO HAVE MY ORDER BY A CERTAIN DATE. HOW CAN I BE SURE THAT IT IS IN STOCK?
In-stock items generally ship in 1-2 business days. If you have a time constraint on your order, feel free to contact us before placing the order, and we'll be happy to check available speeds for you.
ITEMS NEVER ARRIVED (LOST IN TRANSIT)
Need help finding your package? Missing packages are worrisome, but we have some positive news: most items will arrive within six days. Look around your building or house in out-of-the-way spots, or try these suggestions.
- Check that your address for shipping is correct.
- Let's ensure we shipped to precisely the right place. Current shipping addresses are listed under "Shipping Address:" on your Order Confirmation email.
- Check around your home or building or with neighbors.
- Boxes might have been left hidden behind bushes, at backdoors, or at the next-door address.
- Please give it up to 10 days.
- Carriers sometimes scan packages that are still in transit incorrectly, meaning that your package might be marked as "Delivered" even if it is still on its way to you. We truly understand the frustration! But your package is likely to arrive within six days of a false scan.
- Have your mailbox checked or anywhere else you have your mail received.
- Carriers deliver differently, particularly if the package's small enough to get inside your mailbox.
- Check for an attempted delivery notice.
- This notice will let you know the steps to get your package.
- Contact the Carrier: Utilize your tracking number to start a claim with the carrier (UPS, FedEx, etc.).
- For USPS, submit a claim.
- For UPS, submit a claim or call 1-866-742-5877
- For FedEx, submit a claim or call 1-800-463-3339
- Have you tried everything? We will fix it! Contact us
CONTACTING CUSTOMER SERVICE
Our Customer Service team is happy to answer your questions about our products. We are available Monday - Friday.
- Please send us an email. Contact us by sending an email to email@example.com. One of our Customer Service team members will get back in touch with you within 24 hours.
Sales tax is calculated according to the ship-to address for orders on our website. If the ship-to address has no listed exemptions and has a sales tax, collection of sales tax is required. See checkout for details.
- Accepted Credit Cards (Preferred Method): Every order should be placed online via our checkout process.
- We accept every major credit card, including Discover, American Express, Visa, and MasterCard.
We accept payment via PayPal on our website as an additional payment option. A major credit card or bank account is still required to finish the transaction, as we don't accept store cards, gift cards, or account credits that are linked to your PayPal account.
Shop Pay Installments by Affirm
Shop Pay allows you to split your purchase into four equal payment installments or pay in full at checkout. You cannot adjust the price range available or the number of installment payments for Shop Pay Installments.
You can pay for orders between $50 and $1,000, including taxes, shipping, and discounts, in 4 installments. To use Shop Pay Installments, your shipping address must be in the United States. Learn more here.
Alternative Payments (Wire Transfer, ACH, Money Order, Check)
We accept wire transfers, ACH, money order, and check for orders with a $500 total or greater. The order will be on hold until we receive the payment.
After the payment is cleared, the order will be released to be processed for shipment. Personal checks will only be processed on Thursdays and Mondays and will be held for five business days from when they're processed while they clear. A holding period is optional if a certified check is given but will still be processed only on Thursdays and Mondays. Other alternative payment orders will be released once the payment has been received, with a minimum of 1 business day delay to receive payment.
Charges and Authorizations
Your card will be charged in full once your order is placed. When you place an order on our website, authorization is placed on your bank account for the amount of your order. Authorization is the communication from your bank to our payment system informing us that your card is valid and the funds are available. On your bank statement, these authorizations could display as "pending" until the funds are captured. The authorization will drop off after the card gets charged for an order from your bank statement, usually within 1-2 business days.
Providers of debit and credit cards differ when it comes to how long they'll hold a pending transaction's authorization. If your order has an extended lead time, our Payments team member may request to charge the card in advance to prevent losing the authorization. Pending transactions and/or authorizations will have these funds held in your bank account, which can lead to overdraft fees. Vita Filters assume no liability for fees in the event of such an overdraft.
PROMOTIONAL CODES & COUPON INFORMATION
Our promotional and coupon codes must be applied to the cart before checking out. You can enter your coupon code on the right side of the cart in the "Discount Code" field under the list of products that are being ordered. Ensure to click the apply button so that your coupon is appropriately applied. After being applied, you'll see the price change in the cart.
A 30-day money-back guarantee covers all products and includes a 1-year limited warranty. This Warranty covers defects in materials or workmanship in manufacturing your Vita Filters drinking water filter system, except as provided below.
For how long?
This Warranty runs for 365 days from the date of purchase by a consumer "Warranty Period."
What is not covered?
This Warranty doesn't cover filter cartridges and any products that weren't installed in accordance with the instructions or that have been operated or abused incorrectly. It also does not cover consequential or incidental damages due to a product's failure. Lastly, this Warranty will be voided if the product is used with parts that aren't genuine Vita Filters parts. This includes but isn't limited to valves, faucets, and replacement filters.
What Vita Filters, LLC will do?
We'll replace the defective part of the covered product and send it to you along with instructions for the installation upon payment for handling and shipping per incident.
Need to return an item? No problem! We understand that sometimes things don't work out. Please view our full return policy.
CREDITS & REFUNDS
After you mail your package, your refund will be processed within 5-10 business days. Please note that it may take additional time to post your account, depending on your bank or financial institution. All orders will be refunded to the original payment type.
We're open and shipping orders. Kindly allow 1 to 5 business days for your order to be shipped & please note that USPS, FedEx, and UPS are experiencing delays while delivering some orders. If you haven't received your order within ten days of shipment, please get in touch with us so that we can help track down where your package is.
- For guaranteed delivery by a specific date, kindly choose a paid expedited shipping option before checkout. Standard (free shipping) orders usually ship within 1-5 business days.
- Usually, expedited orders ship within one business day.
Please understand that we are moving as quickly as possible, and since your order is already in the works, we may be unable to make any changes. You will receive a separate email after your order ships. You may receive multiple packages as we ship from several warehouses. You are not charged additional shipping.
For guaranteed delivery by a specific date, kindly choose a paid expedited shipping option before checkout.
- Standard (free shipping) orders usually ship within 1-2 business days
- Usually, expedited orders ship within one business day
If you feel an item purchased on our website was damaged during shipping, please contact Customer Service for an exchange or refund within five days of arrival.
Website Content: The information provided on this site is intended for your general knowledge only and is not a substitute for professional advice or service for your specific environment. Kindly consult your service provider and local technician with any concerns or questions about your issue.