Shipping & Returns Policy

Shipping

We offer free shipping on all deliveries within the continental United States.

  • FREE SHIPPING: Expect delivery in 3–6 business days after shipment.

  • EXPEDITED SHIPPING: Available for an additional $7.99. Expect delivery in 2–5 business days after shipment.

  • 2-DAY AIR SHIPPING: Expect delivery within 2 business days after shipment. Additional shipping charges apply and are calculated at checkout.

  • EXPRESS NEXT-DAY SHIPPING: Expect delivery the next business day after shipment. Additional shipping charges apply and are calculated at checkout.

ALL SHIPPING TIMEFRAMES APPLY AFTER THE ORDER HAS SHIPPED AND ONLY IF THE ITEM IS IN STOCK. ORDER PROCESSING TIMES MAY VARY.

  • Shipping to Alaska and Hawaii is available for an additional surcharge.

  • We can ship to PO Boxes for items weighing 10 lbs or less.

  • We ship to Canada for an additional surcharge.

Returns

Our 30-day return and exchange policy applies from the date of purchase, except for products that are made-to-order, custom, specially configured, or designated as final sale.

How to Request a Return

To return an eligible product:

  1. Email us at support@drinkingwellco.com or visit our Contact Us page.

  2. Include your DW order number and the product you would like to return.

  3. If your item is eligible for return, we will provide return instructions and a prepaid return label within 1 business day.

Return authorization must be requested prior to sending any item back.

Please do not send your purchase back to the manufacturer unless instructed to do so by DrinkingWellCo.

Made-to-Order, Custom & Final-Sale Products

Some of the brands we carry, such as Zip Water and Waterstone, offer products that are made-to-order, custom-built, specially configured, produced in customer-selected finishes, or otherwise designated as final sale.

Any product that is made-to-order, custom, specially configured, or designated as final sale is NOT eligible for return, refund, or exchange unless it arrives defective or damaged.

This policy is not limited to Zip Water or Waterstone. It applies to any brand or product sold by DrinkingWellCo that is made-to-order, custom, specially configured, or designated as final sale.

Once a made-to-order or custom order has been submitted to the manufacturer or entered production, it may also be ineligible for cancellation, modification, or refund.

If you are unsure whether a product is made-to-order or final sale, please contact us before placing your order to confirm its eligibility.

Restocking Fees & Return Shipping

For products that are eligible for return, we reserve the right to deduct the following from your refund:

  • A 20% restocking fee for items not returned in their original condition.

  • The cost of the prepaid return shipping label.

This includes items that have been installed, used, damaged, broken, altered, or returned with missing parts, accessories, manuals, or packaging.

We reserve the right to deny a return or refund entirely if an item has been used, installed, damaged, broken, altered, or is otherwise no longer in returnable condition.

Any applicable restocking fee and return shipping cost will be assessed after we receive and inspect the returned item.

Purchasing a Replacement Product

If you are returning an eligible product and intend to purchase a replacement or alternative product from DrinkingWellCo, please contact us before initiating the return.

We will review your return request and, in certain cases, may be able to waive or reduce the applicable restocking fee and/or prepaid return shipping label cost when a replacement purchase is made through DrinkingWellCo.

Any waiver or reduction is determined on a case-by-case basis, at DrinkingWellCo's discretion, and is not guaranteed.

Please contact us before returning the original product or placing the replacement order if you would like us to review whether your return may qualify for a waiver or reduction of these fees.

Faucet & Fixture Returns

Faucets and fixtures may be made-to-order, produced in a customer-selected finish, or otherwise specially configured for a particular order.

For faucet or fixture returns that are otherwise eligible for return, DrinkingWellCo reserves the right, at its discretion, to either:

  • Apply a 50% restocking fee, plus the cost of return shipping; or

  • Deny the return and refund entirely.

This includes, but is not limited to, returns resulting from the customer selecting or ordering the incorrect finish, color, size, configuration, model, dimensions, reach, or other product option.

The fact that a faucet or fixture remains unused, unopened, or in its original packaging does not guarantee return eligibility or waiver of the restocking fee or return shipping cost.

If an eligible faucet or fixture is being returned in connection with the purchase of a replacement product from DrinkingWellCo, the restocking fee and/or return shipping cost may be reviewed for a possible waiver or reduction as described in the “Purchasing a Replacement Product” section above.

Any waiver or reduction remains at DrinkingWellCo's discretion and is not guaranteed.

Products that are made-to-order, custom, specially configured, or designated as final sale are not eligible for return, refund, or exchange except in cases of a qualifying defect or damage.

Defective or Damaged Items

If a product arrives defective or damaged, please contact us as soon as possible so we can assist with the appropriate resolution.

For qualifying defective or damaged products, no restocking fee or return shipping cost will apply.

Please retain the product, original packaging, and shipping materials while your claim is being reviewed.

For Body Glove, EWS, Waterstone, or other manufacturer-supported products, DrinkingWellCo may help facilitate troubleshooting, replacement parts, repair, or replacement directly with the manufacturer when appropriate.

Refunds

Refunds are available only for products that qualify for return under this policy.

Made-to-order, custom, specially configured, and final-sale products are NOT eligible for refunds unless they arrive defective or damaged.

For approved returns, refunds will be processed after the returned product has been received and inspected. Any applicable return shipping costs or restocking fees will be deducted from the refund.

Shipping Protection

If you purchased shipping protection and request a refund, we reserve the right to refund all eligible charges except the shipping protection cost, as this service was opted into at checkout and provided for the original shipment.

Refund Processing

Once an approved refund has been processed, please allow 7–10 business days for the credit to appear, depending on your bank or credit card company.

If you have not received an approved refund:

  • Check your bank or credit card account again.

  • Contact your credit card company, as posting times may vary.

  • Contact your bank, as processing times can vary.

  • If you still have not received your refund, contact us at support@drinkingwellco.com.

Exchanges

Our 30-day exchange policy applies only to products that are otherwise eligible under this policy.

We replace products that arrive defective or damaged.

For Body Glove, EWS, Waterstone, or other manufacturer-supported products, we may help facilitate a replacement directly with the manufacturer when appropriate.

If you need an exchange for the same item, email us at support@drinkingwellco.com with your DW order number. We will provide instructions to complete your exchange.

If you would like to return an eligible product and purchase a different product instead, please refer to the “Purchasing a Replacement Product” section above.

Made-to-order, custom, specially configured, and final-sale products are NOT eligible for return, refund, or exchange unless they arrive defective or damaged.

Questions Before Ordering?

If you are unsure about a product's return eligibility, dimensions, reach, finish, color, configuration, compatibility, installation requirements, or whether it is made-to-order, please contact us before placing your order.

We are happy to help confirm product details before purchase to help ensure you select the correct product for your application.

Email: support@drinkingwellco.com

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