Customer Care Pledge
We are a small non-profit, with the aim of connecting people to water. That means we want to support you in learning how to test the water and taking care of your testing equipment. We are fully committed to doing whatever it takes to ensure that you are happy with every aspect of your order!
Typically your order will ship within 24-48 hours after being received unless orders are big or have customized logos on them. In this case, orders can take up to 5 business days before shipping. Our normal shipping and order processing days are Monday through Saturday. No orders are processed on Sunday, or during major holidays. Once your order ships, you will receive an email with your tracking number.
365 Day Warranty Policy
We offer a 1-year manufacturer warranty on our products for defects in craftsmanship or materials. After we inspect the product and verify it is defective we will repair or replace the item. We just ask that you ship it to us, and we will handle the rest.
The warranty does not cover normal wear and tear, or damage from accidents, pets, children, misuse, or water damage.
We believe in our products and are confident that you will love them as much as we do. However, if, for any reason, you are not completely satisfied with your purchase, simply return the unused portion to us within 30 days of your initial purchase, and we will be happy to refund the purchase amount to your card or issue you a store credit for the purchase amount.
To help us expedite your return request, please follow the simple steps listed below.
1) Send us an email at firstname.lastname@example.org to let us know that you plan to return the product.
2) Be sure to include your Order Number and to tell us if you prefer to have your return processed for store credit or as a credit back to the card on which you made the purchase. Please note: we are sorry, but we are not able to exchange one product for another.
3) We will reply to your email to confirm that we have received your request and to answer any questions that you may have.
4) Ship the items back to us, including your Order Number & Name with the items you wish to return. We cannot process a credit until the product is shipped back to us. Pack the items carefully to avoid damage in transit.
7) During the Pandemic restrictions, our main office is closed. Please address your return package to:
51 Ch. des Sables
8) For your protection and to ensure prompt delivery, we recommend that you send your return via an insured method which can be tracked in the case of loss.
We regret that return shipping fees are not refundable. In the case of damaged items, please contact us immediately for assistance. Please see the Damaged Items information below.
Your return or exchange request will be processed promptly.
- Most refunds are processed within 3-5 business days of receipt.
- Most exchanges are processed within 7-10 business days of receipt and are shipped via Parcel Post. Transit time for exchange packages is usually 5-7 business days from the time the exchange is shipped. Business days are from Monday to Friday, excluding federal holidays within Canada. An email will be sent to confirm the receipt and processing of your return or exchange request.
When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, please notify us immediately at email@example.com. Please provide the order number along with your email address and phone number for fastest service. To assure prompt resolution, please retain the shipping box, packing materials and the damaged items for inspection by the carrier.