Return/Store Policy

Shipping Policies

Free Shipping

Free Shipping on all orders over $49. offers shipping before 2:00pm EST on most in-stock items. Shipping is free selected Southern California customers.

Limited Shipping Locations

Due to 3rd party distribution restrictions, we ship products to selected Southern California locations determined by zip codes. If you have any question please email

International Shipments

We do not do international shipping at this time.

Tracking Shipments

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.

Un-deliverable Packages

Occasionally packages are returned to us as un-deliverable. When the carrier returns an un-deliverable package to us, we will issue a refund minus shipping costs if the carrier is unable to deliver the package due to an address error that is not caused by Concept Water.

We are unable to re-ship orders that are returned to us as un-deliverable. If you would still like to purchase items that were un-deliverable, 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.

Refused Shipments

If an item is refused upon delivery at no fault of Concept Water, We may at our own discretion, charge the customer a 15% restock fee. Concept Water can not be liable for the shipping charges if the item is refused before delivery. Freight packages that are refused will be charged a 25% restock in addition to freight charges.

Damage Claims

All damage claims on deliveries must be made within 10 days of arrival to customers home. Concept Water may request photos of the damage to give to UPS for inspection of the damage and to file a claim. Should any item arrived damaged contact customer service to setup UPS to come and pickup the damaged item from you. Once UPS picks up that package, a new shipment will be sent to you.

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.

Return Policy

General Return Policy

Concept Water will accept return of Pelican brand items unused and in original condition within 90 days of delivery minus a 10% restock fee. Freight shipments may be returned within 90 days minus a 15% restock fee.

Water Test kits may be returned unused within 30 days minus a 15% restock fee.

Trojan Brand (Viqua,UV Max) products may be returned within 30 days unopened only minus a 10% restock fee.

All returns will be inspected for completeness and damage. Some products have return restrictions. Please review the list below to determine if special return policies apply to your products. Systems altered or changed from their original manufacturer build and specs are not returnable. Taxes, brokerage, customs and border crossing fees on international shipments are not refundable.

Product Exchange

If you received a faulty item and need to exchange it for the same item, contact us to setup an exchange. Customer service will send you a prepaid return label to have the faulty item returned or may setup a pickup. Once customer service has confirmed the carrier has picked up the faulty package or that it has been dropped off to the carrier, a new shipment will be sent.

If you would like to exchange an item for a different one, please return the original following our return policy and place another order for the item you wish to purchase. You do not have to wait for us to receive the original item before placing the new order.

Concept Water Responsibilities and Limitations

Concept Water representatives will recommend an overall water filtration, treatment, and/or conditioning system solution based upon all the information we receive via email, fax and verbally by the customer. Concept Water can not be responsible for a recommended solution that falls short resulting from lack of information about other conditions that exist in the water.

Purchasers are advised that water quality conditions vary by area. Product performance may be affected by these variables, and for optimum performance purchasers should verify prior to ordering that their local water quality falls within Concept Water recommended specifications. Our representatives base all product recommendations on information provided by our customers; if other conditions (i.e. water, installation space, power, water pressure, etc.) exist which were not prior disclosed, then additional/other products may be required to make the overall solution successful. However, as always, we are committed to working with the customer to help remedy any troubled solution by providing the customer with the most effective and affordable solutions available.

Concept Water may not be financially responsible for any service, 100% satisfaction guarantee or warranties that has resulted from improper application, poor handling, neglectful damage, set-up, installation, start-up procedure and/or lack of thorough follow through of installation procedures found on or with the unit and in any service guides, product manuals and/or related website pages.