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Shipping & Return Policies

SHIPPING

Free shipping is to the Mainland 48 States only. All others please contact for shipping quote.

J & E Water Filters attempts to process and ship most orders within 3 to 7 business days, although we cannot guarantee this time frame. We make every attempt to abide by it. If for any reason any product is temporarily out of stock, it will be shipped as soon as it becomes available or issue a refund.

Shipping charges shown are for mainland 48 states and shown on your order form at checkout. International orders require additional shipping charges so please contact us for shipping price.

Ground shipping charges are the listed price. We currently use Fed Ex for most products, we ship small parts USPS First Class or Priority Mail. You may use a different carrier, but additional charges may be required. We e-mail tracking numbers for all shipments other than USPS, providing e-mail address has been provided.

Delivery to mainland 48 states usually takes 7-10 business days.

Customer is responsible for any duties which may be levied on imported products. Mainland 48 states are usually duty-free.

We ship most international packages by USPS Airmail. The cost for a small package is between $28.00 and $34.00. All other sizes please contact us for a shipping rate quote. Transit time is anywhere between 10-14 business days. We will ship internationally with your choice of carriers if it requested, and any additional cost will be added.

FedEx, USPS and UPS  Ground Deliveries to Home and Business addresses are sent NO SIGNATURE REQUIRED. This means that FedEx and UPS  will leave the package at your door, or in a convenient location if no one is present to receive the shipment. If you require a signature, then add a note to your order requesting signature service. If you request this feature, then you will be charged an additional $3.00, as FedEx and UPS charges extra for this level of service.

WHEN YOU RECEIVE YOUR MERCHANDISE

Items are shipped factory direct and are inspected and properly package  before shipment. We assume no responsibility or liability for damage caused during shipment of products. All packages are insured. If damaged merchandise arrives to you, you must take the following steps and file a claim with the carrier to avoid claim delays or denial.

Damage to product(s) is not always easily identifiable, as damage can either be visible or concealed. For visible damage, do the following:

 #1 Best Option: For the simplest solution for shipping damages, follow this procedure when receiving a delivery. This procedure is the standard operating procedure of the delivery insurance issued by all shipping carriers:
         1. Inspect your merchandise thoroughly for damage immediately                    upon arrival (delivery) and reject the entire shipment if you find                any damage. Ask the driver to wait while you inspect the                        merchandise.
         2. If you find any damage, do NOT accept the delivery. Doing so                  will expedite the process of  Crystal Quest getting another unit                out to you immediately. Refusing the shipment will protect you                against having to pay the return shipping.  All shipping fees are                always the responsibility of the purchaser.
         3. Immediately file a damage claim with the delivery carrier on the                same day as the delivery. Try to take a digital photo of the                    damage if possible. After filing the damage claim, contact Crystal              Quest immediately at support@crystalquest.com for assistance                and further instructions.

Legitimate damage claims will be promptly processed. A replacement from the manufacturer will be shipped to purchaser. When the manufacturer receives the "damaged goods", a detailed analysis of the damaged product claim will be performed to determine if the product was damaged during transportation.

Second Option: If driver of carrier has already departed, contact the delivery company the same day and file a damage claim.  Then, contact Crystal Quest that same day at support@crystalquest.com for assistance and further instructions. 

The manufacturer or delivery carrier will initiate a paperwork process and instruct you to send the goods back to the manufacturer, sometimes at your expense, until the damage is inspected.  All shipping fees are always the responsibility of the customer. When the manufacturer receives the "damaged goods", a detailed analysis of the damaged product claim will be performed.
    * If you have a digital camera, take a snapshot of the damage as proof/evidence before it departs and E-mail the photograph to us as soon as possible.
    * E-mail correspondence and photos is support@crystalquest.com

CANCEALED DAMAGE


Sometimes damage during shipping cannot be detected until product(s) is removed from the packaging and installed. If concealed damage is detected, it is very important to act immediately.

Purchaser needs to contact the carrier, file a concealed damage claim, and contact Crystal Quest at support@crystalquest.com.   

Concealed damage claims must be filed immediately, with some carriers claims must be made within 48 hours of delivery and notification to Crystal Quest is required within that time otherwise the shipping replacement policy could be null and void.

The product(s) needs to be shipped back to Crystal Quest®, at purchaser’s expense, so Crystal Quest® can inspect product(s) to determine if damage occurred during shipping, during installation, or after installation. Photos are most helpful and can also be e-mailed to support@crystalquest.com

RETURNS:

It is important to purchase water filtration products which fit your water filtration needs. Know your water filtration needs and purchase appropriately and accordingly to avoid unnecessary returns.

Crystal Quest® products are inspected and properly packaged before being shipped to customer. If, in the unlikely event it is necessary to return a product, the following terms and conditions apply. Returns for exchange or for refund are only accepted when the following is met. Read the following thoroughly before returning a product:
  • Returns for refund are accepted ONLY on perfectly new, unused items in the original packaging and without any damaged or missing parts. Refunds will not be issued if broken, used, dirty, or otherwise abused items are sent back from customer and will be less shipping charges.
  • Customer must pay ALL shipping fees for returns. 
  • Returns for exchange are accepted on items which are defective, for upgrades, or when Crystal Quest® is working specifically with customer to acquire customer’s proper water filtration needs.
  • Returns for exchange will not be honored if it is deemed that product(s) has/have been broken, used, dirty, or otherwise abused.
  • All returns, either for refund or exchange, must be within 30 days of initial purchase, refunds are less shipping charges. Refunds will not be issued if products are sent back past the 30-day initial purchase period.
  • Returns, either for refund or exchange, are subject to restocking fees of up to 20% and shipping charges are not refundable.
  • Returns, either for refund or exchange, are NOT allowed on custom ordered products, special orders, reverse osmosis systems, filter cartridges and/or membranes (for public safety and tampering reasons). 
  • All returns, either for refund or exchange, MUST have a Return Merchandise Authorization (RMA) number, and include customer’s name, address, telephone number, and specific reason for return. You may acquire this by contacting J & E Water Filters.  All shipping charges are the customers expense.
  • Product(s) must be returned in original packaging and intact. Returned product(s) must be shipped within two weeks of issuance of a Return Merchandise Authorization number to be eligible for a refund. A refund will be issued after the return has been received and inspected and will not include shipping charges.
  • Refunds will not be issued to third parties. Your purchase was made through J & E Water Filters and the refund will come through us, not Crystal Quest.
  • No returns allowed on international orders.
  • Delivery carriers, including but not limited to, USPS, UPS, FedEx, and freight companies are responsible for getting your merchandise to you in an acceptable and timely manner and condition. J & E Water Filters nor Crystal Quest are responsible for lost, stolen, damaged or delayed merchandise, and will not honor return/refund requests for such. 
  • Crystal Quest and J &E Water Filters do not reimburse customers for any shipping charges or any other expenses the consumer may incur whatsoever, such as but not limited to: import/export fees and duties, installation and setup fees, damages caused by product, professional services, or legal fees, and will not honor return/refund requests for such.

One-Year Limited Warranty
 
CRYSTAL QUEST® warrants your CRYSTAL QUEST® Water Filter Systems for one year from the date of purchase (except filter cartridges and UV bulbs ) against all defects in materials and workmanship, when used in compliance with the Use and Care Manual.

CRYSTAL QUEST® disclaims all implied warranties, including without limitation, warranties of merchantability and fitness for a particular purpose. If for any reason the product proves to be defective within one year from the date of purchase the customer would be responsible for all shipping charges and the unit should be shipped to CRYSTAL QUEST®.  The entire system will be repaired or replaced without charge for the repairs or replacement.  Please package your CRYSTAL QUEST® unit carefully to avoid damage in transit. This warranty gives you specific legal rights, and you may have other legal rights which vary from state to state. CRYSTAL QUEST® assumes no responsibility for incidental or consequential damages; for damages arising out of misuse of the product or the use of any unauthorized attachment. Some states do not allow the exclusion or limitation of implied warranties or incidental or consequential damages, so the above limitations or exclusion may not apply to you. Should service be required during or after the warranty period, or should you have any question regarding how to use you CRYSTAL QUEST® Water Filter System please contact:
Technical Support Department at service@crystalquest.com. Monday through Friday, 9:00 A.M. to 5 P.M. Eastern Standard Tim




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