Shipping & Return Policies
is to the Mainland 48 States only. All others please contact for
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
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.
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
Damage to product(s) is not always easily identifiable, as damage can
either be visible or concealed. For visible damage, do the following:
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
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
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
possible. After filing the damage claim, contact Crystal
immediately at firstname.lastname@example.org
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
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 email@example.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 firstname.lastname@example.org
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 email@example.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
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,
Crystal Quest® is working specifically with
customer to acquire customer’s proper water filtration needs.
will not be honored if it is deemed that product(s)
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.
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
warrants your CRYSTAL QUEST® Water Filter
Systems for one year from the date of
purchase (except filter cartridges and UV
against all defects in materials and
workmanship, when used in compliance with
the Use and Care Manual.
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®.
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
through Friday, 9:00 A.M. to 5 P.M.
Eastern Standard Tim