Filing A Shipping Claim With Echo Water

We’re sorry to hear you’re having an issue with your order! Whether your item arrived damaged, incorrect, or hasn’t arrived at all, we’re here to help. Follow the steps below to quickly file a shipping claim through our Claims Portal.

When to File a Claim

You can file a shipping claim if:

• Your item never arrived.

• If your tracking shows “delivered,” but the package hasn’t arrived, please wait 3 business days—shipping carriers sometimes mark packages as delivered before they actually arrive.
• If your tracking hasn’t been updated for 7 or more business days (for U.S. domestic orders) or 20 business days (for international, Alaska, or Hawaii shipments), your package may be considered lost in transit and eligible for a claim.

• Your item arrived damaged in transit.

• You received the wrong product.

Important Reminders Before Filing a Claim

• Claims must be submitted within 2 weeks of receiving your item.

Step-by-Step: How to File a Shipping Claim

1. Visit our Claims Portal: To locate your order, use your order's email address or ZIP code, plus either your Echo Water order number or tracking number.

2. Click “Find Order”

3. Select Your Order: If you have more than one order, choose the one you're experiencing issues with.

4. Choose “Shipping Claims”: At the top of the order page, you'll see three options:

• File a Warranty Claim (for defective items)

• Shipping Claims

• Returns & Exchanges within 60 Days

Click on "Shipping Claims" to proceed.

5. Select the Affected Item: Click the item you’re having trouble with.

6. Choose the Issue Type: Select the option that best matches your issue (e.g., “Item not received,” “Item arrived damaged,” etc.).

7. If Your Item Wasn’t Delivered And...

• ✅ Purchased Echo Shipping Protection?
  There's no need to contact the carrier—we’ll handle it for you.

• ❌ Did not purchase Echo Shipping Protection?
  First, you’ll need to file a claim directly with the shipping carrier and then provide us with the claim number. 

8. Submit Your Claim

Once you have completed all the information, hit Submit. Our team will review your claim and respond within 3-5 business days.

Limitations on Coverage

While we strive to support every customer issue, however, there are some situations we are unable to cover. These include:

• Missing parcels or redelivery fees due to incorrect or incomplete address information provided at checkout.

• Delivery delays caused by carriers, especially during peak shipping seasons or due to weather conditions.

• International customs delays or unpaid customs fees.

• Missing packages that were requested to be left unattended (e.g., outside the property), as this waives claim eligibility under carrier terms.

Need Help?

For more details, check out our Shipping Policies, or feel free to contact our support team:

📧 support@echowater.com
📞 +1 (855) 737-1114