Shipping policy

Shipment Processing Time

All orders are processed within 1 to 2 business days. If we experience a higher than normal volume of orders which could cause delays, this will be communicated directly by the contact method you provided within 48 hours of the order being placed.

Shipping Rates and Delivery Estimates

We ship worldwide from the UK, EU, and the USA.

  • For our EU customers, shipments are made from our warehouse in Czechia, ensuring that you do not pay for duties or import taxes.
  • For our customers in the USA, we provide domestic shipping options.
  • Express shipping options are available at checkout for customers in the United Kingdom at an additional cost.

Estimated delivery times:

  • United Kingdom (Royal Mail): 2 to 4 business days
  • United Kingdom (DPD24): 1 to 2 business days - £6.95
  • European Union (Local Carriers): 3 to 5 business days
  • Northern Europe (Norway, Switzerland) (Local Carriers): 5 to 7 business days
  • USA (UPS Ground): 2 to 5 business days
  • Other countries (Standard International): 7 to 14 business days

Please ensure your full address details are provided when placing an order. Any changes to the agreed shipment in which costs are incurred are liable to the customer.

Changes or Cancellation

Any changes or cancellation to orders must be emailed to support@orderwaterwell.com within 1 hour. We cannot provide a definite assurance of canceling or modifying your order since all our orders are processed automatically by our fulfillment warehouse, but we will make every effort to accommodate your request.

Shipment Confirmation and Order Tracking

You will receive a shipment confirmation with your tracking number within 1-2 business days of placing the order.

Shipment to P.O. Boxes or APO/FPO Addresses

  • Private courier companies (DHL, Chronopost, FedEx, UPS, Yodel, etc) cannot deliver to PO Boxes due to their "signed for" service.
  • For PO Box deliveries, a valid phone number is required. Couriers will contact you to arrange pickup or deliver to an alternative address.
  • Other services (Royal Mail First Class, Colissimo, etc) can deliver to PO Boxes, but size limitations apply.

Customs, Duties, and Taxes

  • UK Customers: Domestic shipping rates apply. No duties or import taxes as we ship from our warehouse in the UK.
  • EU Customers: No duties or import taxes as we ship from our warehouse in Czechia.
  • USA Customers: Domestic shipping rates apply.
  • Other International Customers: WaterWell is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the customer's responsibility (tariffs, taxes, etc.).

Damages

WaterWell is not liable for products damaged or lost during shipping. If you receive a damaged order, please contact the shipment carrier or our support team directly to file a claim. Keep all packaging material and damaged goods before filing a claim.

We are not responsible for errors made by the shipping carrier, such as delayed items, damages, or lost packages, or for delays due to unforeseen circumstances like pandemics, snowstorms, natural disasters, or any other extraordinary circumstance.

For more information, email us at support@orderwaterwell.com