Does free shipping mean slower inexpensive shipping?
No. The factory ships all items via their normal mode but getfiltershere absorbs all shipping charges.
Why was my credit card charged but the item(s) I ordered have not been shipped?
This is a drop shipping process where your credit card gets charged at the time you place the order with us and then we place your order with the factory using the funds provided by your approved credit card transaction.
When and how will my order be shipped?
Your order is placed with the factory the day we receive it.
Orders are processed by the factory within 7-10 business days.
Water Coolers require a 48 hour pressure and heating element operational test.
Most products are shipped by FEDEX. Some cartridges go by USPS
You will be sent a tracking number by email when your shipment has been scheduled
What are your warrantee and return policies?
Crystal Quest and Pure Earth will address defectiive products or components on an individual basis, replacing defective units or parts at no cost to the customer within 60 days.
Returns of other than defective products will be processed as follows;
The product must be returned in good condition and protected from shipping damage
A 30% restocking fee will be deducted from the purchase price.
Crystal Quest® Return/Exchange/Refund Policy:
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.
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.
Crystal Quest® reserves the right to not honor returns of product(s) if product(s) was/were not installed by a qualified, licensed plumber.
Returns for exchange will not be honored if it is deemed that product(s) has been used broken, used, dirty, or otherwise abused.
All returns, either for refund or exchange, must be within 30 days of initial purchase. 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 30%.
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).
Crystal Quest® will not honor refunds or exchanges on other brands’ products.
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 where you purchased the item.
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.
Refunds issued to customer will be less shipping and handling, and possible restocking fee.
Proper proof of purchase must be provided and accompany returns.
For returns of products $350 retail value and over, there will be a mandatory 30% restocking fee. Contact Crystal Quest® prior to return in order to receive an RMA number and shipping instructions.
Refunds will not be issued to third parties. If purchase was made through a dropshipper or other affiliate, the refund must come through them, not Crystal Quest®.
Customer must pay ALL shipping fees for returns.
No returns allowed on international orders.
For returns in circumstances where Crystal Quest® had been working with customer in determining proper filtration needs and trying out various filtration methods, then solely at the option of Crystal Quest®, and/or based on the specific circumstances, in situations Crystal Quest® deems appropriate, Crystal Quest® may elect to issue a replacement, a partial replacement, a reasonable and acceptable substitute, a full or partial refund, or a refund minus a 30% restocking fee on items that have been used (damaged or worn goods and missing components will incur higher restocking fees IF they are accepted for return).
Most Crystal Quest® products are covered by the Manufacturer's Limited Warranty, when the product is properly installed by a qualified, licensed plumber, against defects in materials and workmanship. Crystal Quest® reserves the right to deny your warranty or other claim if it is found that the product was improperly installed, damaged, or abused.
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. Crystal Quest® is not responsible for lost, stolen, damaged or delayed merchandise, and will not honor return/refund requests for such.
Crystal Quest® does 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.
Crystal Quest® sells professional products that are intended for professional installation and professional initial setup by a qualified water service professional (licensed) who is experienced in installing the product you have purchased, and Crystal Quest® will not honor return/refund requests, nor accept any liability, for products that are improperly installed.
Commercial category products are considered special order and may not be returned for any reason. All sales are final.
So that we do not increase delivery cost above what we are charged for shipment, the customer is solely responsible for all shipping costs on all deliveries and all returns.
The customer is responsible for inspecting all products upon delivery for shipping damage and concealed damage. Shipping damage and concealed damage must be reported within 3 business days, but preferably the same day as delivery. Inspect goods for shipping damage immediately upon arrival, and refuse the shipment and file a damage claim with the delivery carrier before contacting us. Take a digital photo of the damage if possible.
ALL refunds are given solely at the discretion of Crystal Quest®. All returned products WILL be carefully analyzed to determine if it has been used, abused, or damaged in any way, either damaged during installation, damaged during transportation, or operated under improper conditions. Any refund determined to be due will be issued by at the conclusion of the analysis. Misapplication of the product, damage from overpressure, water pressure spikes, improper water conditions, and installation damage do not qualify for a refund.
Product warranty is disqualified if product was not professionally installed by a licensed and qualified professional. This is especially true for all residential, commercial, and industrial units such as undersink units, water softeners, backwashing filters, backwashing oxidation systems, water coolers and RO systems, which should ALL be professionally installed by a licensed, qualified water service professional.
Pure Earth has similar return and warranty policies which will be provided upon request.
