International Shipping Agreement
We want to help ensure you receive your order as quickly as possible and without issues. We also aim to avoid packages being returned to us, which most commonly happens when customs charges are not paid, emails from UPS go unanswered, or customers are unavailable (for example, due to travel).
If you follow the steps below, your package may arrive as quickly as 2 business days after it ships.
Delivery times are not guaranteed and may vary due to customs processing.
What to Expect After Placing Your Order
1. Order Processing & Acknowledgement
After placing your order, you’ll receive an order processing email with a link to review and acknowledge our International Shipping Instructions and Terms.
Please complete this step promptly so we can ship your order as soon as possible.
2. Tracking Information
After you approve your order for shipment, in 1–2 business days, you’ll receive an email with your tracking number once your order ships.
3. Customs Charges Payment (UPS)
Around the next business day after shipment, UPS will email you requesting payment of applicable customs charges.
If you don’t receive this email:
Visit UPS.com
Enter your tracking number and click Track
Look for a link to pay customs charges
If the message does not appear yet, please check back later.
Canadian customers may also pay by calling UPS at 888-520-9090.
Important: Please pay customs charges before delivery to help ensure fast, issue-free delivery.
4. Delivery Notifications
We strongly recommend setting up delivery notifications on UPS.com so you’ll know when to expect your package and when it arrives.
5. Final Delivery
After customs charges are paid, delivery typically occurs within 1–2 business days, though delays may occur due to customs clearance.
TERMS
Customs Charges
Import duties, taxes, fees, and UPS brokerage charges are not included in the item price or shipping cost and are your responsibility. For more information, please contact your local customs office prior to ordering.
Contact Information
The email address and phone number provided on your order must be ones you check regularly. Timely responses to communications from WaterSticks, UPS, or your local customs office may be required.
If you need to update your contact information, please notify us as soon as possible.
Returned Packages
You are responsible for paying customs charges within the timeframe required by your customs office. Failure to do so may result in your package being returned to us.
If your package is returned:
You may request a refund for the product price only (shipping charges are non-refundable), or
You may request re-shipment, in which case you are responsible for both return shipping and re-shipping costs, paid in advance.
Packages returned due to incorrect or undeliverable addresses are subject to the same terms.
CUSTOMER RESPONSIBILITIES
Provide a secure delivery location. If needed, consider shipping to a workplace, trusted friend or family member, or requesting signature-required delivery.
Monitor tracking information so you know when your package is scheduled to arrive.
Missing or Delayed Packages
If tracking does not show delivery and you have not received your package within 3 days of the scheduled delivery date, please contact us using the WaterSticks Contact Form:
Within 5 days of the scheduled delivery date, or
Within 10 days of the shipment date (whichever comes first)
We will contact the carrier to begin an investigation and provide next steps. If the package is not located, a replacement will be shipped once the investigation is complete.
Delivered but Not Located
If tracking shows your package as delivered but you cannot locate it:
Check with others in your household and nearby neighbors.
Contact us via the WaterSticks Contact Form within 24 hours of delivery confirmation.
Contact the carrier directly:
USPS: 1-800-ASK-USPS
UPS: 888-742-5877
In some cases, carriers can verify delivery using GPS scan data. If the carrier confirms delivery to your address, WaterSticks reserves the right to deny a replacement or refund.