Shipping Policies

International shipments:

-All international orders ship via UPS.
-The countries we ship to and the shipping and handling charges (USD):
Canada: $69.00 (for orders up to $356.00) (orders up to $203.00 = $29.00)
Australia & Poland: $105.00 (for orders up to $116.00) $175.00 (for orders up to $390.00)
Other countries (see list of countries below): $95.00 (for orders up to $390.00)
Austria, Belgium, Denmark , France, Germany, Italy, Netherlands, New Zealand, Norway, Spain, Sweden, Switzerland, Thailand, UK.
These are the only countries we’re shipping to at this time. If we don’t ship to your country, you can choose a freight forwarder here in the US and use their address in the Ship To section of your order. You’ll be charged our standard domestic shipping rate when you order. Once your package reaches the freight forwarder, they will charge you their rate, then ship the package to you. If you choose to do this, please follow our instructions below under “Shipments to Freight Forwarders”.

For orders shipped outside the US only:

IF YOU DECIDE TO ORDER,
PLEASE BE SURE TO FOLLOW THE INSTRUCTIONS BELOW
(otherwise, we’ll need to email you which will delay the shipment of your order)

A. Please email us at customerservice@watersticks.com to let us know you’ve read the Instructions, Terms, and Responsibilities (shown below) and that you understand and agree to follow them.

-OR-

B. Include this information in the Notes section of your order.

INSTRUCTIONS:

We want to help ensure you receive your order quickly and without any issues. We’re also hoping to avoid further issues regarding packages being returned to us (usually because someone refuses to pay customs charges because they weren’t aware they’d be due, or they don’t respond to the email requesting payment). 

1. After ordering AND following the instructions in A or B above, look for an email from us that shows your tracking # (you should receive it in 1-2 business days).

2. 1-2 days later, you’ll receive an email from UPS requesting that you pay the customs charges online.

(If you don’t receive the UPS email, go to ups.com > Enter tracking # > Track. You’ll see this yellow message with link):

(If this message doesn’t show yet, please wait a little longer. Canadian customers can also pay by calling 888-520-9090.)

*Please pay the customs charges prior to receiving your package to help ensure you’ll receive it quickly & without issues.

3. After the customs charges are paid online, you should receive your package in 1-2 days.

4. Set up notifications so you’ll know when to expect your package and when it arrives. From ups.com, enter your tracking # then click on Get Updates.

TERMS:

  1. Customs charges: Import duties, taxes, and fees are not included in the item price or shipping cost. These charges are your responsibility. For information about these charges, please contact your local customs office prior to ordering or responding to this email.
  2. Contact Information: The email address indicated on your order needs to be one that you check regularly. Your prompt response to emails from us, UPS, or your customs office is needed. This also applies to your phone number. Please let us know if you have a different phone number and/or email address that we should use other than the one you’ve provided on your order.
  3. Returned Packages: It’s your responsibility to pay the customs charges for your order within the required time per your Customs office’s policy (you can contact them for this information). Failure to do so will result in your package being returned to us (and we’ll be charged for this return shipping cost). When we receive your returned package, you can request a refund for your order, but you won’t be refunded for shipping charges in either direction. Or, if you decide to have your order re-shipped, you’ll be responsible for the shipping charges in both directions (for returned shipment and re-shipment) prior to your order being re-shipped. Also, if the shipping company is unable to deliver your package to you for any reason (incorrect address provided, etc.) and returns it to us, the same 2 options as above will apply.

RESPONSIBILITIES:

  1. To provide a secure place for the shipping carrier to deliver packages. If you aren’t sure if the package will be safe being dropped off at your address, please have your order shipped to a different address such as your workplace, a friend or family member’s address, or you can request that we ship your order with the signature required option.
  2. To track the progress of your package’s delivery so you’ll know when it arrives.
  3. If your package’s tracking doesn’t show it was delivered and you haven’t received it within 3 days of the carrier’s scheduled delivery date, please email us at customerservice@watersticks.com to let us know. This should be done within 5 days of the date your package was scheduled for delivery or within 10 days of the date your package shipped. We’ll contact the shipping carrier to start an investigation, then we’ll email you with the details and instructions. If your package is not located, we’ll ship you a replacement once the carrier completes the investigation. If you end up receiving both packages, please let us know so we can send you a return shipping label for one of them.
  4. If your package’s tracking shows it was delivered, but you’re unable to locate it, please check with others in your household and/or neighbors to see if they might have it. If you still can’t find it, please email us at customerservice@watersticks.com within 24 hours (from the date the tracking shows it was delivered) to let us know. We’ll contact the shipping carrier to start an investigation. It’s also helpful if you contact your local carrier location or call the main 800#. USPS: 1-800-ASK-USPS and UPS: 888-742-5877. You can also try to speak to your delivery person the following day if possible. Sometimes the carrier’s vehicle contains a GPS tracking device, so when the driver drops the package off and scans the tracking number, the office can see what address the driver delivered to. If it was delivered to the wrong address, they’ll try to retrieve it and deliver it to you. Please contact us if you receive your package. If the carrier determines the package was delivered to your address, we will have the right to deny a replacement or refund.

Domestic shipments:

Orders shipped within the USA: ShowerStick orders ship via UPS Ground or USPS Ground Advantage. Most parts and accessory orders ship via USPS. Shipping and handling charges are calculated at checkout. Orders shipped to Alaska, Hawaii, Puerto Rico, Guam, the Armed Forces (AA, AE & AP addresses) and to PO box addresses ship via USPS. Customers are responsible for re-shipping charges when packages are returned to us by the shipper due to an incorrect shipping address being provided or if the shipper was unable to forward or deliver the package.

Responsibilities of customers:

  1. To provide a secure place for the shipping carrier to deliver packages. If you aren’t sure if the package will be safe being dropped off at your address, please have your order shipped to a different address such as your workplace, a friend or family member’s address, or you can request that we ship your order with the signature required option.
  2. To track the progress of your package’s delivery so you’ll know when it arrives.
  3. If your package’s tracking doesn’t show it was delivered and you haven’t received it within 3 days of the carrier’s scheduled delivery date, please email us at customerservice@watersticks.com to let us know. This should be done within 5 days of the date your package was scheduled for delivery or within 10 days of the date your package shipped. We’ll contact the shipping carrier to start an investigation, then we’ll email you with the details and instructions. If your package is not located, we’ll ship you a replacement once the carrier completes the investigation. If you end up receiving both packages, please let us know so we can send you a return shipping label for one of them.

If your package’s tracking shows it was delivered, but you’re unable to locate it, please check with others in your household and/or neighbors to see if they might have it. If you still can’t find it, please email us at customerservice@watersticks.com within 24 hours (from the date the tracking shows it was delivered) to let us know. We’ll contact the shipping carrier to start an investigation. You can also contact the carrier if you’d like. USPS: 1-800-ASK-USPS and UPS: 888-742-5877. Sometimes the carrier’s vehicle contains a GPS tracking device, so when the driver drops the package off and scans the tracking number, the office can see what address the driver delivered to. If it was delivered to the wrong address, they’ll try to retrieve it and deliver it to you. Please contact us if you receive your package. If you don’t receive it, we’ll ship a replacement once the carrier completes the investigation. If you end up receiving both packages, please let us know so we can send you a return shipping label for one of them. If the carrier closes the investigation and denies the claim, we will have the right to deny a replacement or refund.

Shipments to Freight Forwarders:

Please email us at customerservice@watersticks.com prior to placing your order if your order is being shipped to a freight forwarder. Please copy our Terms shown below and paste them to the email and let us know that you’ve read, understand, and agree to our terms regarding shipments to freight forwarders. Otherwise, we’ll send you an email requesting this information which might delay the shipment of your order.

Terms: I understand that because my order is being shipped to a freight forwarder, WaterSticks is not responsible for any loss or damage to the package once it reaches the freight forwarder. To collect for loss or damage at this point, it’s my responsibility to file a claim with and collect reimbursement from the freight forwarder.

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