Return & Exchange Policies
If you need to return your purchase, we are happy to take it back within 90 days for General returns, Damaged items or Miss-shipments.
To return an item...
- 1. Fill out our return notification form (link opens in a new window)
- 2. We will respond to your email by sending you a pre-paid return label. (Pre-paid label will only be available on orders being returned from domestic addresses.) Print out and attach this label to your order, then give it to your mail carrier.
- 3. Once your order is received in our warehouse, we will process your refund per our return policies.
- 4. We will issue a credit to your original method of payment within 14 days after we receive the return package.
If you are placing a new order and need to return a previously ordered item...
- 1. Enter a new order for the item you actually need.
- 2. During the checkout process, type this note into the comments box -
"Please include a free prepaid label for the return of my last order"
- 3. Your new order will ship normally.
- 4. A free postage paid return shipping label will be emailed to you (for domestic orders). Use this shipping label to return your original order.
- 5. When we receive the original order, we will process your return per our Return Policies.
- If you are not sure which product you need, or have questions about your return, please contact us, and we will help you find the right product.
- When you receive your order, please inspect all of the products immediately. If a product is damaged or missing, please email us right away so we can reship your products to you.
- We will only be able to reship your order if it is less than 90 days old. We would appreciate it if all boxes and packaging materials were saved for carrier inspection.
Tier1 Unconditional Product Guarantee
- If you are dissatisfied with any Tier1 product for any reason during the specified life of the product, please contact us to initiate a return.
Boil Alert Information
- Tier1 Plus Free Filter Exchange program: If you purchased a Tier1 Plus filter, in the event of a boil alert in your area, please contact Tier1 Technical Support and supply notice of the boil alert. Once notice is received, a replacement filter will be issued.
Canceled Orders Policy
- Most orders will ship the same-day or within one business day. If you contact us before shipment of your order, you may cancel your order.
- If your order has already shipped, we cannot cancel your order. You may return your order.
- If you refuse the delivery and your order is returned to us, you will be credited the total price of the product.
- Shipping costs will be refunded for domestic orders shipped FedEx Ground or USPS Priority Mail.
- If the shipping address is an undeliverable address, and your package is returned to us, you can be credited the total price of the product.
- Shipping costs will be refunded for domestic orders shipped FedEx Ground or Priority Mail.
- Alternatively, we can reship the product to you once we update your shipping address and/or shipping method. For domestic orders, we will even pay to reship the product to you FedEx Ground or USPS Priority Mail on orders over $39.
International and Expedited Orders
- Shipping charges for international and expedited orders will not be refunded for cancelled orders, refused deliveries, or undeliverable address.