- Shipping & Returns
Shipping & Returns
Free Shipping Policy
We offer free shipping on orders of $99 and over shipped within the continental US lower 48 states. Free shipping on larger heavier items such as full systems, are normally shipped by Fedex or UPS Ground. Smaller lighter weight items are shipped by USPS. If you select the free shipping option at checkout, your order will be shipped by the carrier and service of our choice.
To see what shipping options are available, simply add the items to your cart and then click the "Estimate Shipping and Taxes" link.
Hawaii and Alaska
We also ship to Hawaii and Alaska. Shipping to these locations is normally done by USPS. Shipping estimates to these locations can be gotten by adding the product to your cart and clicking on "Estimate Shipping and Taxes".
Tracking Your Order
Your tracking number will be emailed to you the evening your order ships. If you do not receive a tracking number, please login to your account to check your order status. You are also welcome to email or call us.
At this time we do not ship outside of the US. Please search for ProOne dealers within your country or region.
We accept all major credit cards (Visa, MasterCard, American Express, and Discover). We also accept payments by PayPal, money order, and personal check. If paying by personal check or money order, please allow 7-10 days for your check to clear before item is shipped.
Missing or Damaged Items
When you receive your items (even if you don't plan on using them right away) please check them ASAP to make sure you received everything you ordered, and that everything is in good condition. We will not be held responsible for claims for missing or damaged items after 7 days.
Unclaimed, Undeliverable, and Incorrect Address Policy
If your package is returned to us because of an incorrect address, or you refused or did not claim the package, you will be charged a restocking fee as well as the cost of the postage. If you would like us to reship a package that was returned, you will be required to pay the shipping cost even if it was originally shipped for free. If an incorrect address is entered and discovered while the package is in transit to you, we can ask the carrier (UPS or Fedex not USPS) to correct the address, however, they charge a $12 fee which will be charged to you.
If you are dissatisfied with an item you purchased from us that has not been used, please contact us within 30 days to obtain a Return Authorization Number. Return shipping is at the buyers expense, unless there was an error made by us. In order to receive a full refund (minus shipping), the items must be unused and returned in the original retail box/packaging. If an item is not returned in resalable condition, a 15% restocking fee may apply. Original shipping charges are not refundable.
If the product you purchased has been used, we will accept returns on certain items up to 30 days from the purchase date. Please understand that water filters are a consumable item and cannot be resold once they have been exposed to water. Because of this we cannot issue refunds for used filters.
If an item you purchased is not working properly, the defective items will be replaced if still under warranty. If you choose not to have the items replaced and still want to return the item, there will be a 15% restocking fee and the original shipping cost will also be subtracted. The retail price of used filters will be subtracted from the original purchase price. Return shipping will be at the buyers expense.
Please note that merchandise cannot be returned without an authorization number. Return shipments not having prior approval will not be accepted.
Exchanges are handled on a case by case basis. In general if you are wanting to exchange an unused item, we will give you store credit (minus original shipping costs) towards a different item. If you are wanting to exchange a used item, the amount of store credit given will be determined by our Used Items Policy above.
No exchanges after 60 days.
Tips For Returning Items (To get the maximum refund)
If you will be shipping an item back to us, please be sure to do the following in order to get the maximum possible refund:
Item should be clean. Use a soft sponge and dish soap to clean the item (except filters. Do not clean filters). When clean, the item should look as new as when you received it. Items that are returned dirty (fingerprints, water spots, etc.) will be assessed a cleaning fee of $15.
If shipping back a fragile item, it should be double boxed. Preferably in the same box or one of similar size to the one we shipped it to you in. Stainless steel gets dented easily. Do not ship a stainless system back to us in only the retail box. The retail box must be put in a cardboard box and surrounded with peanuts or bubble wrap to prevent damage.
If you are returning filters with the system (used filters are not refundable), it is recommended that you do not put them inside the system. Wrap filters in bubble wrap and place them in the box outside of the system. If you must ship the system with filters inside, they must be compeletely bubble wrapped. If you do not bubble wrap them, they will tumble around inside the unit and cause dents in the stainless steel during shipping.
Do not ship filters wet. Allow them to dry for a few days on your countertop preferably in a sunny window. If filters are still damp, place them in zip lock bags before bubble wrapping them. (Used filters are not refundable unless we have made an exception for you.)
If the system arrives damaged you will be responsible for filing an insurance claim with the carrier that shipped it.
For larger heaver packages, it's usually more economical to ship them by UPS or Fedex. Be sure that you get a tracking number and that your package is insured for an adequate amount.
Once your authorized return has been received in satisfactory condition, we will issue a refund or credit within 14 days. If item was paid for through PayPal, you will be refunded through PayPal. Refunds or credits will be for your ordered item(s) only. Original shipping charges are not refundable.