Customer Service

Ordering

How do I place an order online?

Ordering online is simple and convenient! Just select your items and add them to your shopping cart. To view selected items at any time simply click on the ?View my cart? link in the upper right-hand corner. When you are finished shopping, click on the ?check out? link in the shopping cart. Finally, enter your shipping and payment information and click ?submit? to place you order.

Can I order products by phone?

Absolutely! Our sales representatives are available Monday ? Friday 9:30 am to 6 pm EST to take your orders. For all phone orders call (877)595-8545

Order changes/cancellations

Orders that have not yet shipped can be changed or cancelled. Exceptions to this policy include custom orders. Orders that have already shipped cannot be cancelled or changed. For changes or cancellations please call our customer service representatives at (877)595-8545.



Shipping



When will my order be shipped?

Since our items come from different vendors, shipping times will defer from item to item. Shipping details are listed on each individual item page. Please refer to the specific item page for detailed information.

Do you ship to P.O. boxes, APO or FPO boxes?

Unfortunately, we are unable to deliver to Post Office boxes. Some items are deliverable to APO boxes. For delivery to APO boxes please contact our customer service representatives at (877)895-8545.

Do you ship internationally?

We do not ship internationally. Shipping rates differ for orders delivered outside of the continental United States. For detailed shipping information for a specific order, please contact our customer service representatives at (877) 595-8545.

What are my shipping options?

Pure Water HQ ships using UPS, FedEx, Truck, and White Glove. Shipping method will depend on the vendor of the item purchased. Customers must be present to inspect and sign for delivery. Please note that most delivery will be curb side delivery so customers should have any necessary help available at the time of delivery. Inside delivery is available for an additional fee upon request. For inside delivery please contact our customer service representatives at (877)595-8545.

If I order more than one item, will they ship together or separately?

Order shipment depends on the item vendor. While we cannot control the exact time or method of shipment used by the warehouse, we can do our best to arrange for all of your orders to arrive on the same day. To schedule multiple deliveries please contact our customer service representatives at (877)895-8545.




Shipping Methods

UPS

Whenever possible, UPS is our shipper of choice; doorstep service is customary. Although, UPS does not notify the customer prior to delivery, it is possible to track your UPS shipment online. Once your order ships, an automated email will be sent to you, stating the tracking number. You will have the opportunity to click this link and it will take you to the status of your shipment. Typically, shipping time is anywhere from 3 - 7 days from the time it leaves our warehouse.

FedEx

FedEx customarily offers doorstep service. Although, FedEx does not notify customers prior to the delivery, it is possible to track your FedEx shipment online. Once your order ships, an automated email will be sent to you, stating the tracking number. You will have the opportunity to click this link and it will take you to the status of your shipment. Typically, shipping time is anywhere from 3 ? 7 days from the time it leaves our warehouse.



About Pure Water HQ


Why buy from us?

PureWaterHQ is your Authorized Dealer:CRYSTAL QUEST? Water Filters Made In America CRYSTAL QUEST? Utilizes the latest technologies in the water industry coupled with 30 years of manufacturing expertise to provide you with high capacity, the most effective, healthiest and great-tasting water conveniently and at the most affordable price. Our products are attractive, easy to install and use. CRYSTAL QUEST? water filters remove many contaminants* and last a long time - our unique high capacity and multi-stage design means no more over-priced and less effective water filters with replacement cartridges that have to be replaced every 100 to 500 gallons! Crystal Quest? Whole House Water Filters are engineered for maximum filtration and maximum performance with minimal maintenance. Crystal Quest? Whole House Water Filters are the most comprehensive and cost effective systems available today. Crystal Quest? Whole House Water Filters multi-filtration systems easily handle the tough water problem. They deliver great tasting, safer, softer, cleaner, better tasting water and trouble free operation for many years.

At PureWaterHQ, customer satisfaction is our number one priority.We carefully package our items to prevent damage and offer a number of return options should your order arrived damaged or be otherwise unsatisfactory. Our Customer Service representatives are ready and willing to assist you in any way possible to ensure you have the best ordering experience possible. Please don?t hesitate to contact us with any questions or concerns.



Returns/Exchanges

Return/Exchange policy

At PureWaterHQ, customer service is our number one priority. If for any reason you are unsatisfied with your order, you can return or exchange it within 30 days of delivery. Returned items must be new and in unused condition. Returns should be unassembled, already assembled items will not be accepted. Custom orders are non-refundable. Some vendors may not follow our return policy. Such exceptions are noted on the individual item pages. Because we ship from multiple warehouses, it is important to contact us before making a return to ensure you have the correct return address. All returns are subject to round trip shipping charges. If your item was shipped with ?Free Shipping? you will be charged our ?actual? outbound shipping fee. A 15% restocking fee will be charged for all returns no matter the reason. This restocking fee can only be waived if the item is being exchanged for an item of equal or greater value, or a store credit.

Damaged items

While our excellent packaging and shipping system reduces the chances of damage, should your item arrive in less than perfect condition please save all original packaging and notify us immediately. Damage to items must be noted on the delivery receipt. If the delivery is refused and the damage noted on the receipt, we will send free replacement parts to correct the problem, or issue a pickup to replace the product at our discretion. Concealed damage not seen immediately upon delivery should be reporter to us and the shipper within 5 days of arrival. If there are only partial damages, please accept the good items and list the damages/shortages on the delivery receipt. If replacement is declined and you would like to cancel your order you may request a refund, store credit, or exchange your item. We are not responsible for any damages not reported within 5 days of delivery.




FAQs

Will I be charged a sales tax?

Sales tax is only charged for orders that are shipped within the state of Texas.

How do I know if my order was placed?

You will receive a confirmation email shortly after your order is placed with an order summary. Once your order has shipped, you will receive another email with the specific shipping information and a tracking number. If you do not receive the order confirmation, please check your junk mail filters.

How long will it take to receive a refund?

All refunds must undergo inspection before the refund can be processed. Once the returned items have been processed, a credit will be posted to your credit card within three to five business days.

Do you have a printed catalog?

PureWaterHQ does not have a printed catalogue. Please browse through our site for full access to all our items for sale.

Contact Information

(877) 595-8545