Echo Water Shipping Policy

We’ve updated our shipping policy!
Our goal is to make things as smooth and stress-free as possible for you. There’s no longer any need to purchase additional package protection—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:

If your order was not received, arrived damaged/defective, or the wrong item was delivered, file a claim through our Claims Portal.

Claim Guidelines:

• Submit your claim within 2 weeks of receiving the item.

• We’ll review your claim and respond within 3-5 business days.

• We'll take care of the claim directly with the carrier on your behalf, so you don’t have to worry about a thing.

What Qualifies as Lost?

• 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.
• We reserve the right to classify delays during high-volume shipping periods.

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 entered at checkout.

• Delivery delays caused by carriers, weather events, or high-volume shipping periods.

• Orders not yet shipped, including pre-orders or processing delays.

• International customs delays, duties, taxes, or fees not paid by the customer.

• Returned items that are damaged heavily used, or don’t match the original order.

• Stolen packages after confirmed delivery to the address provided (e.g., items left on a porch or doorstep and show valid proof of delivery from shipping carrier.)

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 Portal.

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 (Ground, 2-day Air, etc.) include processing times and are not guaranteed as delays may occur.

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.

Domestic Shipping (U.S.)

• Standard delivery: 2–7 business days (up to 14 days with USPS or FedEx Economy).

• 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.

• We recommend upgrading to UPS for faster service, as USPS can take up to 5 weeks for delivery.

International Shipping

We ship to select international destinations.

• Delivery times vary based on destination and method.

• Additional fees such as customs, duties, and taxes may apply and are the customer’s responsibility.

• We aim to estimate and pre-collect customs fees at checkout, but unexpected charges may still occur.

Order Tracking

As soon as your order ships, you’ll receive a confirmation email sent to the email address associated with your order. This email will include your tracking number and a direct link to track your package in real time.

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