This Pentair Water Solutions (PWS) Shipping Policy ("Policy") applies to factory-direct purchases of Pentair, Pentair Pelican and other consumer purchases from Pentair. ("Pentair"). By purchasing any product from Pentair Water Solutions (PWS) you agree to this Policy. This policy was last updated on July 19, 2021.
Standard shipping is free for all U.S. and Canada orders over $49 (excluding HI and AK). We only ship to addresses in Canada and the United States, including Puerto Rico (except Hawaii and Alaska). Pentair Water Solutions offers 72 hour shipping before 2:00pm EST on most in-stock items.
Your credit card will be billed as "Water Filters".
UPS charges you, the receiver, a broker’s fee for any shipment that crosses the border. Please note UPS is also required in your location to collect GST/VAT on the value of your shipment. You are responsible to carry out any other customs formalities and import charges. Some import charges may not appear in your Cart and Pentair cannot be held responsible for any such additional import charges.
Upon your order shipping, a tracking number will be emailed to the email address you provided on your order. Sometimes tracking information won't be available. This may be due to the timing of tracking-database updates by the carrier, the sophistication of a particular carrier's tracking system, or the lack of full integration into our tracking systems. If you don't see any tracking data for your shipment, please allow up to 48 hours for our system to update and then contact customer service for additional information.
Occasionally packages are returned to us as undeliverable. When the carrier returns an undeliverable package to us, we will cancel your order and issue a refund of the purchase price minus shipping costs if the carrier is unable to deliver the package due to an address error that is not caused by Pentair Water Solutions (for example, you provide an incorrect shipping address or the delivery company is unable to deliver to your address after trying to contact you).
We are unable to re-ship orders that are returned to us as undeliverable. If you would still like to purchase items that were undeliverable, you are welcome to place a new order on our website. If you suspect your order cannot be delivered as addressed and you have not received confirmation of its return or refund after 4 weeks from the estimated delivery date, please contact us.
If an item shipped via freight is refused upon delivery at no fault of Pentair Water Solutions, we may, at our own discretion, cancel your order and refund your purchase price, minus all shipping costs and a 25% restocking fee. Pentair Water Solutions cannot be liable for the shipping charges if the item is refused before delivery.
Damage/Lost Package Claims
Carriers are responsible for goods lost or damaged in transit. All damaged or lost package/item claims on deliveries must be made within 10 days of arrival to customer’s home (small package). Freight shipments should be inspected for damage upon arrival and damage should be reported to the freight driver immediately. Pentair Water Solutions may request photos of the damage to give to UPS/FedEx for inspection of the damage and to file a claim. Should any item arrive damaged or any item be missing from your shipment, contact customer service. Please note that lost package investigations can take up to 5 business days to process, damage claims can take up to 14 days to process.
Order Cancellation Policy
You can cancel your order for any item provided that the order has not yet entered the shipping process. If the item you want to cancel has already entered the shipping process, it cannot be canceled by you, or by our customer service department. However, you can return the item for a refund. To request cancellation of your order please call Customer Service at 877-842-1635. Cancellation requests are not accepted by email.
If you placed an order pursuant to a presentation or solicitation at your home or anywhere away from our typical business locations, or if you are a California resident, you have additional cancellation rights set forth in the Cancellation Notice section of the Terms and Conditions of Sale.
If you received a defective product and need to exchange it for the same product, contact customer service to set-up an exchange. Customer service will send you a prepaid return label to have the faulty item returned or may schedule a pickup. Once customer service has confirmed the carrier, has picked up the faulty package, or the package has been dropped off to the carrier, a new shipment will be sent.
If you would like to exchange a defective product for a different product, please return the original following our return policy and place another order for the item you wish to purchase. We will not charge a restocking fee and we will send you a prepaid shipping label or otherwise arrange shipping. You do not have to wait for us to receive the original item before placing the new order.