Shipping policy

Shipping Policy

Last Updated: 3/6/2025

Please be aware, there may be unexpected international shipping delays related to current global conflicts. Some packages are being delayed up to 90 days. We appreciate your understanding and patience during this time.

We’ve updated our shipping policy!
Echo Water offers Free Shipping Insurance with every order —if something goes wrong during shipping, we’ve got you covered. We’ll handle the claim directly with the carrier on your behalf to ensure a quick and easy resolution.

At Echo Water, we aim to deliver your order securely, quickly, and with full transparency. Below you'll find everything you need to know about our shipping process, delivery timelines, and what to do if an issue arises.

If You Experience a Delivery Issue:

You can file a shipping claim easily through our 🔗Return / Exchange Request Page after reading through the different shipping scenarios below. Once submitted, we’ll review your claim and respond within 3–5 business days. We’ll handle everything directly with the carrier on your behalf—no extra steps needed from you.

📦 Order Not Received (Lost in Transit):

An order may be considered lost in transit if tracking shows no shipping updates for the following timeframes:

7 business days (Contiguous U.S.)
3 weeks (Hawaii & Alaska)
60 days (International orders)

These timeframes allow for normal carrier delays, including longer transit routes and customs processing for international shipments. Once these thresholds are met, the order may be eligible for a lost package claim.

NOTE: If delivery is delayed due to adverse weather, natural disasters, shipping carrier strikes, or other unforeseen disruptions (e.g., regional emergencies or logistical backlogs), these delays may not qualify for immediate claim filing, as they're outside carrier control. In these cases, we may need to wait for additional updates or guidance from the carrier before proceeding.

📦 Order Marked Delivered, But Not Received:

Please allow a 3 business day waiting period after delivery before initiating a claim, as packages often arrive during this window.

If the order still hasn’t shown up after that period—and the shipping address has been confirmed as correct—the customer should file a claim within the next 3 days.

In the meantime, it’s helpful to:

Check with family members, neighbors, or roommates who may have accepted the package.
Look around your front porch, side doors, garage, or back entrance, as carriers may leave packages in less obvious locations.
If applicable, check with your building’s front desk, concierge, or mailroom, where packages are sometimes held securely.

📦 Received Damaged Items:

Claims must be filed within 3 days of delivery and include photos of both the damaged item and the shipping box/packaging, as well as any notes or stickers placed on the outside packaging.

This helps us validate the damage claim with the carrier and demonstrate that the issue was caused by shipping mishandling, not a fulfillment error. Most shipping carriers require this when filing a damage claim so they can determine if the item was shipped that way or if the carriers roughed up the package in transit.

📦 Received Defective Product:
Once we confirm the issue wasn’t caused during shipping, these cases fall under return claims rather than shipping claims.

📦 Incorrect Items Sent:
Customers should report this within 3 days of delivery, and include a photo of what was received so we can look it over and resolve it quickly.

What’s Not Covered

While Shipping Protection offers peace of mind for many shipping-related issues, there are certain situations it does not cover:

Incorrect or incomplete shipping addresses. Customers are responsible for ensuring the shipping address entered at checkout is accurate and complete.
Once an order has been processed for fulfillment or shipped, address changes or corrections cannot be made.
Carrier-Related Delays. Delays caused by shipping carriers, weather conditions, or high-volume shipping periods (e.g., holidays) are not covered.
Orders not yet shipped. This includes pre-orders or delays during processing before shipment.
International Shipping Issues. The following are the responsibility of the customer and are not covered.
- Customs delays
- Unpaid duties, taxes, or fees
Returned Items Not in Original Condition. Items that are heavily used, damaged, or do not match the original order are not eligible.
Packages Marked as Delivered. Orders that show valid proof of delivery by the shipping carrier (e.g., delivered to a porch, mailbox, or doorstep) are considered fulfilled and are not covered if lost or stolen afterward.

Note: Shipping Protection is not a product satisfaction guarantee. If you're unhappy with your product, please request a return or exchange within 60 days through our 🔗Return/Exchange Page as a Return Request.

Shipping Methods

We offer a range of domestic and international shipping options. Available methods, delivery estimates, and costs are shown at checkout.

While we aim to ship using your selected method, we may upgrade or adjust carriers to ensure better delivery.
Delivery estimates at checkout (Ground, 2-day Air, etc.) do not include processing times. Your order will generally ship within 24-48 hours and is not guaranteed as delays may occur during peak volume, such as holidays. We always strive to get your order out as quickly as possible.

Processing & Lead Times

We strive to ship all orders within 1–2 business days unless there are product availability delays.

Please note:

Processing times may be extended during peak seasons such as holidays or major sales events.
If your order is affected by a delay outside of our control, we’ll notify you as soon as possible.

Our team works hard to ensure your order is packed and shipped with care and efficiency.

Shipping Rates

Shipping costs are calculated based on your order’s weight, size, and destination. You’ll see a full breakdown at checkout.

Free Shipping Thresholds
• Contiguous U.S. (Lower 48): Free shipping on orders over $250
• Non-Contiguous (i.e Alaska & Hawaii): Free shipping on orders over $250
• International: Free shipping on orders over $1,000

Domestic Shipping (U.S.)

Standard delivery: 2–7 business days (up to 14 days with USPS or FedEx Economy). Estimates given at checkout are estimates and are not guaranteed.
Once a package is handed off to the carrier, they handle all aspects of delivery. Please contact the carrier directly for changes, missed deliveries, or specific requests.

Hawaii & Alaska Shipping

Shipping to these locations may take longer due to distance, port delays, and logistics.

International Shipping

We currently ship to select international destinations. Delivery times vary based on the destination country and the shipping method selected at checkout. You must provide a full legal name, full address, including any important street, lot, building, or apartment #'s, phone number, and other identifying information that may be required by customs to release your package.

Customs Processing & Delays

If your order is under review by customs, it is not considered lost or undeliverable. Customs inspections may cause delays, and shipments must complete the review process before continuing to delivery.

Echo Water cannot control or expedite customs processing times
In some regions, customs reviews may take up to 90 days
Until tracking shows the shipment has been denied or returned, it is still actively in transit

Customer Responsibility for Documentation

If a shipping carrier or customs authority contacts you directly for additional information (such as identification, invoices, or payment of duties/taxes), it is the customer’s responsibility to provide all requested documentation in a timely manner. Echo Water will provide any required documentation to the carrier or customs authority upon request of the carrier, but cannot respond on behalf of the customer when direct contact is required.

Failure to Respond

Failure to provide requested information or documentation may result in:

Extended shipping delays
The shipment being returned to Echo Water
Possible disposal or destruction of the product by the carrier or customs authority
Important: If a shipment is returned, abandoned, or destroyed due to lack of customer response or non-compliance, no refunds will be issued

Duties, Taxes & Fees

Additional charges such as customs duties, import taxes, and fees may apply
These charges are the responsibility of the customer

While we aim to estimate and pre-collect applicable fees at checkout, additional or unexpected charges may still occur depending on local regulations.

Order Tracking

Once your order has shipped, you will receive a shipping confirmation email sent to the email address used at checkout. This email includes:

Your tracking number
A direct link to track your package in real time

Note: Tracking updates may take 24–48 hours to appear after the carrier has received your package.

Address Accuracy

Please ensure that your shipping address is complete and accurate before placing your order. Once your order has been processed for fulfillment or shipped, we may be unable to make changes.

Echo Water is not responsible for delays, lost packages, or additional shipping fees resulting from incorrect or incomplete address information provided at checkout.

Shipping Delays

While we make every effort to deliver on time, delays caused by weather, holidays, customs, or carrier issues are beyond our control.

Returns Due to Shipping Issues

If your order is returned to us due to delivery issues (e.g., invalid address, refused, or unclaimed), we’ll contact you to arrange reshipment. Additional shipping charges may apply.

Need Help?

We're here to help with any shipping-related questions or concerns:

📧 support@echowater.com
📞 +1 (855) 737-1114 (ext 1)
🕘 Monday–Friday, 9 AM to 5 PM MST