Order Cancellation Requests:
Our cancellation window is one hour from the time the order is placed. This is due to the fact that our shipping department will package, print, and place your order in the outgoing mail bins within this timeframe and we are usually unable to search for the package through these large bins.
If it’s been within the hour of placing your order and you would like to cancel, please email your cancellation request to sales@usaberkeyfilters.com. Please include your order number and reason for cancellation, or you can forward your order confirmation email with the reason for cancellation as well.
We only take cancellation requests via email, contacting us by text chat or phone will result in us requesting for the cancellation request to be emailed to us. Please email your cancellation request using the email address on your order, no exceptions.
If it has been more than an hour since you placed your order, you can still send your request via email, but be aware that there is no guarantee we will be able to cancel it in time. We will attempt to stop the order in its tracks as soon as possible and reply to your email to let you know if we were able to or not.
How can I return an unopened/unused product for a refund?
In order to return an unopened/unused product for a refund, your order needs to meet the following criteria:
- Delivered within the last 30 days
- Product is not a blemished system
- Product has not had any water run through the filters, systems, or any parts at all.
- You must have all the parts, literature, and original product boxes/bags/protective sleeves.
- Your order is returned in a resalable/clean condition – packaged how it arrived
If all the criteria above is met, you can start a return request by filling out and submitting the form at the bottom of this page. After submitting the form, please allow up to 24-48 hours to receive a response with the Return Merchandise Authorization number and further instructions.
Our return policy entails returning the product back to us (out of pocket) and a 15% restocking fee. Once your package is delivered, it can take 7-14 business days to be processed, as our Returns Department inspects, documents, and approves the return. Once approved and refund has been processed, refunds can take up to 7-10 business days to post back into your account, depending on your bank. Refunds can only be refunded back to the original form of payment used to place the order.
If your return does not pass inspection and is denied, it is your responsibility to pay for shipping of your product back to you.
How can I exchange an unopened/unused product for another product?
You can exchange an unopened/unused product if you meet all of the criteria in the bullet points below. If you meet all the criteria below, we recommend placing the order for the product(s) you want first and then filling out the return form at the bottom of this page. Please fill out the form with the order number you wish to return. In the “Reason for Return” box, indicate that you are wishing to exchange your order for order number [and enter the new order number].
- Delivered within the last 30 days
- Product is not a blemished system
- Product has not had any water run through the filters, systems, or any parts at all.
- You must have all the parts, literature, and original product boxes/bags/protective sleeves.
- Your order is returned in a resalable/clean condition – packaged how it arrived
After submitting the form, please allow up to 24-48 hours to receive a response with the Return Merchandise Authorization number and further instructions. If you have any questions or doubts before placing a new order, please call us first at 888-213-3394, and a customer service representative will be more than happy to clarify and assist you.
How can I get a replacement for an item that arrived missing/incorrect/damaged?
It is the customer’s responsibility to open and inspect their order for any missing/incorrect/damaged items as soon as it is delivered.
Please contact us within 7 days of receiving your order, if you have an order that arrived missing/incorrect/damaged. Take photos of: everything you received, the damaged item, and the shipping box (please make visible the entire shipping box along with the shipping label information). Email these photos to sales@usaberkeyfilters.com along with your order number and a detailed message.
Packages being Returned to Sender…
If you request your package to be “returned to sender”, it becomes your responsibility to make sure the package arrives back to us. Once the package is received, we will process your refund minus a 15% restocking fee plus a $20 charge for the Returned to Sender fee applied by the shipping carriers.
PLEASE NOTE:
- Packages returned without a RMA number:
- Can be charged a restocking fee of 20% up to 50%, or not refunded at all (depending on the circumstances).
- It will also be up to the customer to pay for shipping of the item(s) back to them, if they would like the items back.
- Can take longer to process a refund, if it is approved.
- Without the complete parts, literature, or the original packaging will be charged a 20% restocking fee (if approved).
- Approved returns must be shipped to us within 30 days from the date of approval.
- It is the customer’s responsibility to obtain and monitor the tracking number of any items being shipped to us.
- If an eligible purchase includes a free item, the free item must also be included in your return. Free items not returned will be billed as a deduction from the final refund at their full retail value.
- Products that have been used (and are not defective/damaged) are not eligible for return/refund.
Still have a question that is not answered here? Feel free to call or Contact us for more info.
