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Shipping Policy

We ship within Canada only. Most orders are shipped between 24 - 48 hours after being received. If the item is not in stock, we will contact you to let you know and do our best to ship it as soon as we can. You will see your total shipping cost during the checkout.

If your order is delivered to a remote or hard-to-reach location, there might be additional charges as determined by the freight company, or the carrier may elect to deliver to the closest depot or receiving facility.

Before accepting the shipment, inspect the box. If it shows any damage or if the tilt meter indicates mishandling (red), open the top of the box and remove the product lid to inspect for visual damage such as cracks in the plastic or stress marks. If damaged, refuse the shipment and contact us. If the box showed signs of damage, but the product appears in good condition, note it with the carrier. Defective and or damaged items will be repaired or replaced at no charge. Claims for defective or damaged products must be made within 5 days of receiving your order so please open your package and inspect it carefully upon receipt. Refused merchandise, unless damaged, will be charged for the freight charges both ways.

If you have placed an order and want to check its status contact: service@waterdirect.ca

Return/Exchange/Cancellation Policy:

At WaterDirect, customer satisfaction is our number one priority. We will do our very best to satisfy every customer, every time - to the best of our ability.

How to Return a Product:

Unused merchandise in original condition (and in their original boxes or packages) may be returned for a product exchange or a product refund within 30 days of receipt.

Before returning an item, you must get a Return Authorization number from service@waterdirect.ca or 1.877.661.0425 (Monday - Friday 9-5 MST) to ensure proper tracking.

Customers will receive a refund for the amount of the product not for the original shipping fee. Unfortunately, we cannot refund the cost of the shipping. WaterDirect assumes the "ship to" costs ("free shipping") only on purchases that are not returned. A 15% restocking fee may apply when returning certain items.

Customers are responsible for shipping items back to us and shipping charges are not refundable. Our customer service representatives can give you additional shipping information.

Damaged/Defective Products:

We take every precaution to avoid damages in shipping. To this effect, we attach a "tilt meter" to every water softener boxes shipped to consumers.

Before accepting the shipment, inspect the box. If it shows any damage or if the tilt meter indicates mishandling (red), open the top of the box and remove the product lid to inspect for visual damage such as cracks in the plastic or stress marks. If damaged, refuse the shipment and contact us. If the box showed signs of damage, but the product appears in good condition, note it with the carrier. Defective and or damaged items will be repaired or replaced at no charge. Claims for defective or damaged products must be made within 5 days of receiving your order so please open your package and inspect it carefully upon receipt.

If you have any questions concerning damaged, defective or missing items please contact service@waterdirect.ca

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