Frequently Asked Questions

Frequently Asked Questions

  • Ordering
  • Payment
  • Auto-Delivery
  • Shipping
  • Return & Refund
  • Product & Other
  • Cooperation
Oops, your search did not match any FAQs. Please email us at service@waterdropfilter.com

Ordering Ordering

What does "out of stock" mean?

The product is sold out and we have no stock available currently. Please contact us if you want to know when will the items available or click "Sign up for restock notifications" on the product page.

Where do I find more information about product features?

You can find the specifications on the user manual and on the website product page, section "Specs". If you would like to compare products, you can do that on the "Compare" section on the same product page.
If you need additional information, please contact our Support team.

What information do I need to provide for an order?

In order to process your order, we require the following information:
Model number and quantity of the product(s) you want to order
Your shipping and billing addresses
Phone number – in case we need to contact you quickly in regards to your order
Email address – for order confirmation and invoice
Payment method – please provide a credit card number, PayPal, Afterpay or Klarna account to complete your order

How can I place an order?

Steps to place an order in our website:
1. Find the product you to purchase and click buy now.
2. Fill in your email, shipping address, payment information and choose shipping method.
3. Apply the discount code and check out.
To ensure that you receive the products, please ensure that your information is accurate, especially phone number, email, shipping address.
Please note that we now can create draft orders/invoice over the phone or email. If you can not place an order directly in the website, please contact our Support team.

My coupon code doesn't work. Why?

There are numerous reasons why your coupon cannot be applied:
1. The coupon expired.
2. The coupon has been used already or has a use limit.
3. It is entered incorrectly.
4. Only one discount code can be used in one order in most cases.
5. It is not from an official source.
If you have a coupon that is not working and none of the reasons above match your situation, feel free to contact our Support team.

Can I use coupons for drop shipping orders?

Yes. However, we already offer generous discounts to drop shipping customers, so it may be more advantageous to use the drop ship discount rather than the coupon.

My order isn’t shipped in 10 days after I paid. What should I do?

1. Please verify that your payment is confirmed and the order was indeed placed. Other reasons may be a package delay or lost, extreme weather conditions or damage. Please check the tracking information on the delivery service website.
2. Sometimes your order will be judged as a risk order by the system. In this case, our customer service staff will contact you by email to confirm the situation before shipping. We cannot ship the goods until we get a reply from the customer. So please pay attention to your email.
3. If you still can not track your order, please contact our Support team. Please note we may require some extra information and/or time to sort out your situation.

Why was my order partially shipped?

There are mainly two reasons why your order was partially shipped：
1. We have different warehouses, sometimes products cannot be sent together, and will be shipped from the corresponding warehouse separately.
2. Some items are out of production or stock for a long while. In that case we may ship the available items to you first.
Usually in these cases, we will send an email to you.
If you don't receive all the items in your order, please contact our Support team.

Can I cancel my order after payment?

We can cancel the order for you as long as it's not shipped out yet.
If the package is already shipped and we can not stop the shipment, you can reject it or return it.
Please read our Order Cancellation policy for further information.

Can I change my billing address?

NO. The billing address can not changed in our system by you and us. But if you want an invoice with another billing address, please contact our Support team to modify the invoice information.

Payment Payment

When payment page displays an error, what should I do?

If the payment page displays an error, please double check the information typed, such as CVV, Expiration Date, and Credit Card numbers. Also make sure you selected the correct payment form, If everything is correct, please try to reorder. In case the error keeps showing up, please try using another device such as cell phone or even different browser.

How can I use my Coupon Code?

You can apply coupons to your order at checkout. There is a tab at the right of the screen (PC view) where you can type it in. Once you do it, click “apply” and the discount will automatically adjust your order total.
If you encounter any issue, please check our Section "Ordering: My coupon code doesn't work. Why?" for further troubleshooting. If you still need assistance, please contact our Support team.

What is "Worry-Free Purchase"？

The user can get the compensation according to the situation after purchasing.The cost of this insurance is 1.5%-3% of the order value.
Scope of claims:
Not receive: If the order is not delivered as described, including delivery to a wrong address, stolen or damaged in transit (return to sender), the user can receive a full refund.
Delayed: If your domestic package is not delivered within 10 days from the date of spontaneous shipment (30 days for international packages), claim $5 CAD.
Damaged: If your item is damaged in transit, you can claim up to the full value of the purchase.
Lost in transit: If your domestic package does not arrive within 30 days of shipment (60 days for international packages), you can claim full compensation for your purchase.

What payment methods can I select?

Waterdrop accepts PayPal, klarna, Credit/Debit Card, Shop pay, and Accelerated checkout. Please read the Payment Menthod part to learn more payment information.

Does Waterdrop charge any fees for credit card payment?

Waterdrop does not charge fees of any kind, but some credit card companies will charge a currency conversion fee. Please consult your credit card provider for more information.

Do I need to pay taxes?

Waterdrop warehouses located in the C.A., then there are no import and custom duties or taxes charge. Sales Tax is calculated on the total merchandise value net of any discount. Total taxes may also include taxes charged on the county tax+city tax (if taxable in your city).

How can I register for tax exemption in your website?

Please provide your tax exemption document and account to apply for the tax ememption to our Support team. We will review it and add your account after confirming.

Auto-Delivery Auto-Delivery

If I choose auto-delivery service, can I enjoy other discount at the same time?

You can save 10% for the product you selected for the first time and the following auto-delivery orders. Please note that this discount can't combine with other discount on our site. Know more about auto-delivery

How does the auto-delivery service work?

1. Sign up for auto-delivery service and receive a subsequent auto-delivery orders.
2. Your auto-delivery orders will be fulfilled automatically at the frequency and quantity you select until you cancel your subscription.
3. The 10% discount does not apply to shipping and handling fees or sales tax. All purchases are subject to bank authorization prior to processing. Only authorized purchases will be processed and shipped. We reserve the right to cancel any order due to unauthorized, altered, or ineligible use of offer and to modify or cancel this promotion due to system error or unforeseen problems. Offer is subject to change without notice. Other restrictions may apply.

How is the money deducted?

We will only charge your credit card or PayPal for each order when the item is shipped. (You can cancel at any time)

How to cancel auto-delivery service？

You can cancel from your personal account.
Enter you account information and log in. After log in, find the active subscription and click "Cancel Subscription".
You can contact us if you still need assistance after trying the above instruction.

How do I change my address for auto-delivery?

You can change your address from your personnel account.
Enter you account information and log in. After log in, find the upcoming subscription, then product shipping info, click "edit". You can change the shipping address now.
You can contact us if you still need assistance after trying the above instruction.

Shipping Shipping

How can I track my order?

After your order ships, you’ll receive a tracking number via email. You can track it anytime on our Tracking Page or in your Order Details. Need help? Contact our support team.

How do I change my delivery address?

Please contact us within 24 hours, as soon as you realize you need to change the delivery address. Once the order is shipped, we CANNOT change the address. Please contact our support team to help you.

Is shipping included in the prices?

If you choose Economy Shipping, then there's no additional cost. If you choose Standard or Express Shipping, you would need to pay the extra shipping fee.
Please check our Shipping Policy for the estimates.

How can I cancel my order?

1. How to cancel my order before the item is shipped?
Please send an email to service@waterdropfilter.com or call at 1-888-352-3558, you will get the refund after our service team receives your request. (This may take up 1-3 days, thanks for your patience and understanding.)
2. How to cancel my order when the item has been shipped?
If you contact our service team within 24 hours and the item is shipped, we could offer you a free return label and you will get the refund after we receive the item back.
If you want to cancel the order after it has been generated for more than 24 hours and shipped, you need to bear the extra return fee.

What are the shipping areas?

The products can be delivered to most of states in the C.A..

What about the carriers?

We mainly work with 3 carriers to make sure your order will arrive on time: United Parcel Service (UPS), United States Postal Service (USPS) and FedEx.
Note: We don't accept requests to specify a certain carrier to deliver the package.

What's the shipping origin?

The package will be shipped from the warehouse closest to your location in the C.A..

Return & Refund Return & Refund

How to cancel my order before or after the item is shipped?

If you wish to cancel an order, please contact our customer service team. （1-888-352-3558）
If you contact us within 24 hours of purchase:
We can cancel the order for you at no additional cost. The cancellation may take up to 3 days, thank you for your patience and understanding.
If the package is already shipped, we will issue a prepaid label and return your payment AFTER we have received the package from you.
If you contact us after 24 hours of purchase:
You need to bear the return fee if the package is already shipped (depends on our system, not the order status).
The product has to be damage-free, packed in the packaging we sent to you, and with the original receipt of the purchase.
We will return your payment AFTER we have received the package from you.

What if the product is out of stock after purchasing?

There are times when we may not have the product(s) that you choose in-stock or may face some issues with our inventory and quality check. In such cases, your order will be cancelled and refunded. You will be notified about it in advance so that you do not have to worry unnecessarily about your order.

How long can it takes until I receive the refund requested?

After receiving your request or your packages, it may take up 1-7 business days to refund your money.

What if I receive damaged / incorrect items?

If you received a damaged / incorrect item and you want to file a claim, please email service@waterdropfilter.com together with your order information and the picture of the damaged / incorrect productt/logistics label/product label.
We will help you replace it.

How to return the item that I received?

The order number needs to be included in the package. You can print out the order detail page or contact us via service@waterdropfilter.com before the return.
The package needs to come back with the original receipt of the purchase.
The product has to be in the packaging we sent in the first place.
The product has to be damage-free (not applicable for defective products), damage on the product will void the refund.
Please refer to our Return Policy for further information of the process.

Product & Other Product & Other

RO System

What is the difference between our RO systems?

X16

X12

X8

A1

G3P800 RO System

G3P600 RO System

K6 RO System

G2P600 RO System

D6 RO System

K19-H Countertop RO System

K19-S Countertop RO System

N1 Countertop RO System

Installation≤30 min≤30 min≤30 minNo Installation≤30 min≤30 min≤30 min≤30 min≤30 minNo InstallationNo InstallationNo Installation
Flow Rate1600 GPD1200 GPD800 GPD100 GPD800 GPD600 GPD600 GPD600 GPD600 GPD75 GPD75 GPD75 GPD
Pure to Drain Rate3:13:12:12:13:12:12:12:12:13:13:13:1
Filtration Stages111110698576444
Filter QTY333233121112
Filter LifespanF1A-12 Mths
F2-6Mths
F3-24 Mths		F1A-12 Mths
F2-6Mths
F3-24 Mths		F1G-12 Mths
F2-6 Mths
F3-24 Mths		A1-CF: 6 Mths
A1-RO: 12
Mths		CF-6 Mths
CB-12 Mths
RO-24 Mths		CF-6 Mths
CB-12 Mths
RO-24 Mths		KJF-12 MthsCF-12 Mths
P6MRO-24 Mths		D6RF-12 MthsK19RF-12 MthsK19RF-12 MthsN1-CF-6 Mths
N1-MRO-18 Mths
NSF 58 & 372√√√√√√××××××
Dispensing OptionAmbient WaterAmbient WaterAmbient WaterAmbient Water
Instant Hot Water		Ambient WaterAmbient WaterAmbient Water
Instant Hot Water		Ambient WaterAmbient WaterAmbient Water
Instant Hot Water		Ambient WaterAmbient Water

What contaminants can Waterdrop reverse osmosis water filter system reduce?

Waterdrop reverse osmosis water filter system adopts advanced composite filter technology. The composite filter can intercept most harmful contaminants.
(1)TDS, chlorine, taste and odor, chloramine, scale, turbidity.
(2)Carcinogens: chromium (hexavalent), chromium (trivalent), cadmium and cadmium compounds, ferric oxide.
(3)Heavy metals: lead, mercury, barium, copper, radium 226/228, aluminum.
(4)Micro organic contaminants: cysts.
(5)Inorganic pollutants: arsenic and inorganic arsenic compounds, fluoride.
(6)Organic pollutants: asbestos, benzene, formaldehyde, trichloromethane, chlordane, PFOA & PFOS, etc.

Is RO water bad for the health?

The RO does not make the water unhealthy in any way. Instead, the purification process may protect the body from many contaminants present in the water.

Can the reverse osmosis system be used for hard water?

Yes, but only up to 500 TDS/ppm of incoming source. Water that is harder than that can cause the filters or system to clog. In order to avoid this situation, you may need to install prefilter and a NOT salt based softener or scale inhibitor prior to the system.

What’s the difference between tankless and tank reverse osmosis systems?

Tank reverse osmosis system holds reverse osmosis water so you have plenty to use when you need it. A traditional tank reverse osmosis system makes water slowly. It takes one minute to produce two to three ounces of RO water. If you were to turn on your faucet for a glass of water at the actual membrane production rate, then you would have to wait at least 5 minutes for it to fill. Waterdrop tankless reverse osmosis system has overcome the issue of bacteria colonizing in the bladder tank. With no storage tank to fill, Waterdrop tankless reverse osmosis system does not run until RO water is needed.

Do I need plumbing services to install the reverse osmosis system?

No. Waterdrop RO systems are designed for DIY installation. You can install the system in 30 minutes. Simply refer to the instruction manual and instructional videos, or contact us by email, phone, or live chat.
This video explains how to install Waterdrop RO system.

Countertop Filters

What kind of products are included in Waterdrop Countertop series?

Electric Water Filter Pitcher
Gravity Water Filter
Water Filter Pitcher & Dispenser
Waterdrop Filter Faucet
Coffee Water Filters
Waterdrop Replacement Pitcher water filter for Brita, Zerowater, PUR.
Waterdrop Replacement Faucet water filter for Brita, PUR, Culligan.

What is the difference between different Waterdrop Pitchers and Dispensers?

WD-PT-04 Water Filter Pitcher

WD-PT-05 Pitcher Filter for Home

WD-PT-07 Water Pitcher with Filter

MB-PT-08B Zero TDS water filter pitcher

WD-WFD-22L Water Filter Dispenser

Capacity10 Cups5 Cups10 Cups10 Cups20 Cups
Filtration Performance7-stage Filtration7-stage Filtration7-stage Filtration0-TDS filtration7-stage Filtration
ACF√√√√√
TDS Reduction×××√×
DesignNatural Wooden HandleErgonomic HandleErgonomic HandleErgonomic HandlePush-and-pull design
CapacityWD-PF-01A PlusWD-PF-01A PlusWD-PF-01A PlusZR-017WD-PF-01A Plus
ColorWhite, Blue, ClearWhite, Pink, Green, Blue, YellowClassic Blue, White, BlueSkyblueBlack, Turquoise

What does Waterdrop Pitcher & Dispenser reduce from tap water?

All Waterdrop Pitcher and Dispenser filters are NSF 42 certified for the reduction of chlorine, taste and odor. It is also NSF 372 certified for lead-free material. Using 7-stage water filter technology, this water filter pitcher can effectively reduce arsenic, fluoride, lead, and other contaminants in water.

How do I prepare and change the filter in my Waterdrop Pitcher & Dispenser?

Step 1. Wash your hands, then remove filter from filter box.
Step 2. Please soak it in cold tap water for 10 minutes to remove bubbles before use to activate the filter and ensure the best filtration performance.
Step 3. Please hand wash the pitcher, dispenser, lid and reservoir with a mid detergent. Don’t put it in the dishwasher. Do not use abrasive cleaners rinse thoroughly with water.
Step 4. Install filter into reservoir. Press firmly to ensure a tight seal.
Step 5. Fill the reservoir with cold tap water. Discard the first two times filtered water.
Step 6. Press the button for 3 seconds until the blue light flashes to activate the indicator.Note: Repeat this step after each new filter replacement.

The lights don’t work on my Filter Life Indicator.

First of all, please try resetting the filter by pressing down the button 6 times in a row and then hold it for 5 seconds.
If you've been using the pitcher for around a year, it can be that the indicator battery is worn out and needs to be replaced.
If after these options, the light still doesn't turn on, please contact us to help you replace it.

What happens if my system has a leak?

One possible cause for an apparent leak may be overfilling. Water may overflow into or over the handle when you pour resulting in what appears to be a reservoir leak.
If the reason for the leakage appears to be due to the faulty product or damage, please contact our Support, so that we can address the issue accordingly. We offer a 30-days guarantee in case the product gets damaged.

How do I clean my Waterdrop Faucet Filter?

If your faucet system hasn’t been used for several days, wet and reactivate the system’s filter by running water through the filter for 30 seconds.

What is the light on the pitcher use for？

It is an conveniently visible reminder of filter replacement time. BLUE light on means that the filter is working well. When it turns RED and flashes, you need to get ready to replace the filter. If the light stays on RED for 5 seconds, it’s time to get the filter replaced soon.

I, What do I have in my package if I buy an electric pitcher?

If you have purchased our electric water filter pitcher series，you will get an electric pitcher, a filter，a charging cable.
It is important to note that we do not provide plugs.If the charging cable is missing in your package, please contact customer service and we will reissue it as soon as possible.

Undersink Water Filters

What kind of products are included in Waterdrop undersink series?

Waterdrop undersink series includes ultra-filtration system, dual carbon filter system to satisfy your high standard of life. Undersink water filter of three different plans, meeting different demands for your home and kitchen. Spin down sediment water filter pre-filters large contaminants, reducing the workload of your home appliances.

Do undersink ultrafiltration system and dual carbon system require wall plugs?

No. Both undersink ultra-filtration system and the dual carbon system does not require an undersink electricity supply, which means you do not have to worry about your power supply under the kitchen cabinet. The only thing you need is three 4.5V AA batteries. Therefore, you can drink clean and safe purified water even in emergencies like a power blackout.

What is the difference between undersink water filter plan A / B / C?

WD-UA is meant to be connected to your original kitchen faucet, has metal braided hoses of 3/8" and 1/2" connection.
WD-UB comes with a lead-free brushed stainless steel faucet. You can install the new faucet into the original faucet hole, or drill a 1” hole for it. The dedicated faucet and your original faucet will separate the filtered water from unfiltered one, which meets different daily water needs. The connection is 1/4" only.
WD-UC filters can be the replacements for most refrigerators. It’s time to replace your overpriced refrigerator filters so that you can enjoy better filtration performance, a longer service life, and a lower maintenance cost.

How do I install an undersink water filter?

Due to different types of our undersink products, the installation methods could also be different. Usually the needed accessories come with the product, you only need to read our buyer’s guide or watch the installation video on the product page. Most of our products are easy to install, some may only take a few minutes. If you still feel confused about the installation methods, please contact us to help you solve the issue via our support channels.

Cooperation

How to join our affiliate program?

Affiliate Program
Become our affiliate program to earn competitive commissions with dedicated coupon code by referring our products to your audience, readers, friends, and family.
Goaffpro platform alliance registration link:https://waterdropcanada.goaffpro.com/create-account
Impact platform alliance registration link:https://app.impact.com/campaign-promo-signup/Waterdrop-(CA).brand?execution=e5s1&#/?viewkey=signUpPreStart
Impact platform program ID:15402
Our cookie period is 30 days with a commission rate of up to 10%.PayPal and other commission payment methods are supported on the platform. Welcome to join us!
Contact us: affiliate@waterdropfilter.com

How to become Waterdrop dropshipper?

Get the products shipped directly to your customers from our warehouse. You do not need any capital or warehouse to start the business. Contact us: service@waterdropfilter.com

How to become our distributor?

Become our distributor to get the best price, priority to new products, and unlimited tech reports from us.
Contact us: service@waterdropfilter.com

When will my commission be paid?

1、 Payment cycle: Settlement in two batches in the following month
The alliance customer commission is divided according to the natural monthly order cycle and will be paid in two batches in the following month. The specific rules are as follows:
(1). First settlement: For commission generated on orders from the 1st to the 15th of each month, payment will be made after the 16th of the following month.
(2). Second batch settlement: For commission generated on orders from the 16th to the 31st of each month, payment will be made after the 31st of the following month.
2、 30 day observation period: ensuring the accuracy of commission settlement
All order commissions are subject to a 30 day observation period, during which the focus will be on checking whether the order has been returned. After the observation period ends and it is confirmed that there are no returns (or returns have been properly processed), payment will be completed according to the above cycle to ensure the accuracy of commission settlement.

Is commission related to sales revenue?

Commission is related to sales revenue.We will provide tiered commission based on sales volume.

Can you give me larger coupons to increase my sales?

The discount is synchronized with the website, and there are no additional discounts for affiliate customers.
Didn't find the question you were looking for?
FAQ

Didn't find the question you were looking for?

Help Center
Ticket
Send us a message
Email Us
service@waterdropfilter.com
Survey
Leave feedback