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Shipping policy

Last Updated: October 17, 2025
Applies to: All purchases made directly through AQUALIVIA™ or authorized distributors.

1. General Overview

At AQUALIVIA™, we take pride in ensuring your water treatment systems are built, packaged, and shipped with the highest level of care. Because the majority of our products are made-to-order or assembled at our Florida facility, please allow an additional 1–2 business days for production and handling prior to shipment.

Operating Hours: Our factory and fulfillment center operate Monday through Friday, 8:00 AM to 4:00 PM (Eastern Time), excluding weekends and federal holidays. Orders placed outside operating hours will be processed on the next business day.

2. Order Processing and Handling Time

To ensure quality, different products have different lead times:

  • Standard Orders: Processed and shipped within 2–4 business days after order confirmation.
  • Custom or Special Orders: May require up to 7–10 business days for assembly and strict quality testing prior to shipment.
  • Pre-Orders or Backorders: Customers will be notified by email with the estimated ship date before payment is processed.

Please Note: Orders received after 12:00 PM EST are processed the following business day. Weekends and holidays are not considered business days.

3. Shipping Options and Delivery Times

We offer a range of shipping options through trusted carriers such as UPS, FedEx, and USPS. Estimated transit times apply after the order has shipped (handling time is separate).

Shipping Method Estimated Delivery (U.S.)
Standard Ground 4–7 business days
Expedited (2-Day) 2 business days
Express / Overnight 1 business day
Freight (Palletized) 5–10 business days
International (FedEx/DHL) 7–17 business days

Delivery times may vary depending on your specific location, weather conditions, carrier delays, or customs clearance.

4. Free Shipping Policy

  • Free Standard Shipping: Applies to orders over $99 within the continental United States (48 contiguous states).
  • Standard Rates: Orders under $99 or those requiring expedited service will incur shipping charges calculated at checkout.
  • Excluded Locations: Hawaii, Alaska, Puerto Rico, and international destinations are excluded from free shipping. These orders are charged actual shipping rates based on weight and destination.

5. Freight Shipments (Large Equipment)

Commercial units, whole-house filters, and large systems are often shipped on pallets via freight carrier to ensure safety.

Freight Delivery Terms:

  • The carrier will contact you directly to schedule a delivery appointment.
  • Someone 18 years or older must be present to inspect and sign for the shipment.
  • The delivery address must be accessible to large trucks.
  • Liftgate service can be requested for an additional fee if you do not have a loading dock.

6. Inspection and Damaged Shipments

Customers are responsible for inspecting all shipments immediately upon delivery. If there is any visible damage, you must note it on the carrier’s delivery receipt before signing. Please take clear photos of the box, shipping label, and damaged areas.

How to Report Damage:

  1. Contact AQUALIVIA™ Customer Support within 3 business days of delivery at 727-236-7161.
  2. Provide your order number, photos, and a brief description of the issue.
  3. Keep all original packaging until your claim is resolved.

Warning: Failure to report damage within 5 business days may void your eligibility for a shipping claim or replacement.

7. Lost or Missing Packages

If your tracking information shows “Delivered” but you have not received the package:

  1. Verify the shipping address on your order confirmation.
  2. Check with neighbors or your local carrier office.
  3. Contact AQUALIVIA™ Customer Support within 7 business days of the marked delivery date.

We will work with the carrier to investigate. Please note that AQUALIVIA™ is not responsible for packages stolen after confirmed delivery.

8. International Shipping

We proudly ship to select international destinations via FedEx International or DHL Express.

  • Delivery Time: 7–17 business days (subject to customs processing).
  • Duties & Taxes: Customers are strictly responsible for all duties, taxes, import fees, and brokerage charges imposed by their local authorities.
  • International Returns: We do not accept returns or exchanges on international orders unless covered under our specific warranty policy.
  • Refusals: Refused or unclaimed international shipments will be refunded minus all shipping costs, customs fees, and handling charges.

9. Refused or Undeliverable Shipments

If an order is refused, marked undeliverable, or returned due to an incorrect address provided by the customer:

  • The customer is responsible for all shipping charges (both to and from the destination).
  • A restocking fee of up to 25% applies.
  • These charges will be deducted from any applicable refund.

10. Delays and Force Majeure

AQUALIVIA™ is not responsible for delays caused by events beyond our control, including but not limited to natural disasters, weather conditions, labor strikes, pandemics, customs delays, or carrier errors. We will always make every effort to notify customers of significant delays.

11. Order Changes and Cancellations

  • Before Shipping: Orders can be canceled or modified before they enter the shipping process.
  • After Shipping: Once an order has shipped, standard terms in our Return Policy apply.
  • Custom Items: Custom-built or made-to-order systems cannot be canceled once production has begun.

12. Title and Risk of Loss

All products become the property of the buyer once shipped. Title and risk of loss pass to the customer upon carrier pickup at our Florida facility.

13. Governing Law

This Shipping Policy is governed by the laws of the State of Florida. Any disputes relating to shipment or delivery will be resolved under the same binding arbitration and venue provisions described in the AQUALIVIA™ Terms and Conditions.