How to File A Shipping Claim

We’re sorry to hear you’re having an issue with shipping on 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 Return / Exchange Request Page.

How to Check Your Order Status & Tracking

To view your order's tracking information, log in to your account and select the order you're inquiring about.

Under Shipping Information, click Track Order to see the latest shipping updates, including whether your package is:

• In transit
• Out for delivery
• Delivered
• Delayed or experiencing any shipping updates

This will provide the most up-to-date tracking information available from the shipping carrier.

When to File a Claim

Please make sure you review our Shipping Policy page for more detailed information regarding expectations on our shipping policy including what is not covered, shipping methods, processing & lead times, and more!

• Your item never arrived / Order not Received

  • 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)
• Order Marked Delivered, But Not Received: 
  • Please allow 3 business day waiting period after delivery before initiating a claim, as packages often arrive during this window.

• Your item arrived damaged in transit.

  • 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.

• Incorrect Items Sent

  • Claims must be filed within 3 days of delivery and include photo of what was received so we can look it over and resolve it quickly.

Received Defective Product

• Please submit a Warranty Review here

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

1. Visit our Return Request page to file a shipping claim

2. Scroll to the bottom of the page to enter

• Order Number

• Email Address

• Serial Number (Put N/A if you do not have your product)

3. Click "Next" to proceed to the next page

4. Select the Product and Product quantity regarding the Shipping Issue.

• You may enter a second product if it applies to your order

5. Select “Shipping Claim” under the "Request Type"

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

7. Proceed with providing the additional required information

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 product & 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