Customer Service Policy

How to Contact Us

For all customer service inquiries, please visit our Contact page. You will find a contact form as well as our support contact details. Every message goes to a real person.

Response Times

We aim to respond to all inquiries within 24 to 48 hours during business days.

Priority Levels

Inquiry Type	Target First Response
Order status and tracking	Within 24 hours
Returns and refunds	Within 24 hours
Damaged or defective items	Within 12 hours
Installation troubleshooting	Within 24 hours
Product and water-quality questions	Within 48 hours
Wholesale and partnership	Within 48 hours

Business days are Monday through Friday, excluding public holidays. Messages received outside these hours are addressed on the next business day.

If your matter is urgent, please say so in the subject line and we will prioritize your request.

What We Can Help With

Orders and Shipping

Order status and tracking updates
Changing or cancelling an order before it ships
Updating a shipping address
Customs, duties, and international delivery questions
Damaged, lost, or delayed packages

Product and Water Questions

What our filter removes and how it works
Independent testing and certification details
Choosing the right finish for your bathroom
Filter lifespan and replacement timing
Water-quality information for your area

Installation and Troubleshooting

Step-by-step installation guidance
Fit questions for non-standard plumbing
Low pressure or leaking after installation
Opening the showerhead to check or replace the filter
Cleaning and routine maintenance

Returns, Refunds, and Warranty

Starting a return and getting a prepaid label
Refund status and timelines
Exchanging a finish
Warranty claims and replacement parts

Subscriptions and Billing

Starting, pausing, skipping, or cancelling a filter subscription
Updating payment method or billing address
Refunding a renewal that shipped unexpectedly
Pricing, promotions, and discount questions

Account and Technical

Password resets and account access
Checkout or payment errors
Website accessibility issues
Reporting a bug or broken link

Order Modifications and Cancellations

Before Shipping

If you need to modify or cancel your order, contact us as soon as possible. Because orders are processed within 1 to 3 business days, the sooner you reach out, the better your chances.

We will do everything we can to accommodate changes to size, color, quantity, or address before your order ships. There is no fee for modifying an order.

After Shipping

Once an order has shipped, it can no longer be cancelled. You are welcome to start a return as soon as it arrives, and we will send you a prepaid label.

Installation and Product Support

Guided Setup

Our team can walk you through installation step by step, including how much plumber's tape to use and how snug the fitting should be. Most people finish in under five minutes without a plumber.

Troubleshooting Commitment

If your showerhead is not performing the way it should, we will work through it with you. If we cannot resolve it, we will replace it.

Long-Term Care

Questions about filter changes, cleaning, or maintenance are welcome at any point — not just during the return window.

Our Service Standards

Every interaction you have with us should reflect these commitments:

Honest Communication: Straight answers, no scripted runaround
Fair Solutions: If something went wrong on our side, we fix it at our cost
Respect for Your Time: One clear answer beats three vague emails
Continuous Improvement: Your feedback directly shapes our products
No Passing the Buck: The person who answers you owns the problem until it is solved

Escalation and Complaints

We Take Complaints Seriously

If you are dissatisfied with our product or service, please tell us. We will investigate your concern and work to resolve it to your satisfaction.

How Escalation Works

Share your concern through our Contact page with your order number
Your case is reviewed by a senior support specialist
We respond with a clear plan and a timeline
If you are not satisfied with the outcome, ask for a supervisor review

Our Resolution Commitment

Every complaint receives a written response. Every resolved complaint is reviewed internally so the same problem does not happen again.

Feedback and Suggestions

We genuinely want to hear from you. Product ideas, website feedback, and suggestions for improvement are read, logged, and shared with the team. Some of our best product decisions started as a customer message.

Accessible Support

If you need support in an alternative format or require an accommodation to communicate with us, please note it in your message and we will arrange a suitable channel.