Echo Shipping Policy

Shipping Protection with Redo

To elevate your experience and provide additional security, we give our customers the ability to add re:do. Not only will adding re:do make our customers eligible for free return shipping if needed, but also provide Shipping Protection to safeguard their purchases from unexpected issues during transit. Though Echo strives to address all concerns, opting for re:do with shipping protection streamlines and expedites the resolution process providing our customers with a hassle-free claim process.

If you run into an issue upon delivery (you never received your item, item arrived damaged/defective, or the wrong product was delivered), Please allow us to make it right by filing a claim here

Please keep in mind that claims need to be submitted within 2 weeks of receiving your item
If your item says “delivered” and has not arrived, please wait 3 business days before filing a claim as we have seen packages show up within this timeframe.
Lost in transit packages are considered when there has not been tracking updates for more than 7 business days

Once submitted, we will review your claim and get back to you within 1 business day

What if re:do was not purchased?

Please know that Echo strives to address all concerns! In this instance, If you did not purchase re:do, we will ask you to do a few extra tasks on your end to begin an investigation. Steps will include, but are not limited to:

File a claim with the carrier
Provide Echo with the claim number
Echo will review claim and approve / deny

What We Deem As Lost

Carrier status states "delivered’", but you have not received it.

Depending on where you live, we ask that you allow up to 7 business days but no longer than 15 days for United States domestic shipments (20 days for international shipments, including Canada) for your parcel to be delivered.
Sometimes the carrier prematurely marks it as delivered and tries a redelivery, and it then turns up in a secure location at your property or perhaps may be misdelivered.

If your carrier status is not "delivered" and your tracking has not updated for 2 weeks from the ship date.

We reserve the right to classify this as a ‘delay’ if there is a high volume of parcels in the network and we are aware of delays, otherwise we will offer a refund or replacement right away.

What We Do Not Cover

Missing parcels or redelivery fees due to invalid / incorrect address information provided by you
Delays in transit
Order marked as unfulfilled or unshipped. This may be due to a pre-order or delay in shipping during high-volume periods (ex. Holidays).
International orders stuck in customs - we can't be held responsible for customs delays. Please get in touch with your chosen carrier and pay required customs fees. If you refuse customs payments, we are not liable for any return to sender fees and these will be deducted from your refund.
Items that are returned to us for a refund or exchange that are in an unsellable condition
If you requested items to be left outside your property and they go missing - this waives the right to any claim as per carrier terms and conditions
If you are unsatisfied with your product, Echo Shipping Protection is not a product replacement plan. Rather, please request a return / exchange within our 30-day return period.

Shipping Methods

We offer a variety of shipping methods to ensure that you receive your order as quickly and cost-effectively as possible. The available shipping methods, along with estimated delivery times and associated costs, will be displayed during the checkout process. We do not always adhere to the exact shipment requested during checkout for a variety of reasons. For example we may choose another shipping method that is similar but provides better delivery.

Processing Time

Typically all shipments will be sent on the next business day. Our team works diligently to ensure your order is carefully packed and prepared for shipping. However, we may have exceptions to this during especially busy seasons of the year. We do our best to inform you of any shipment delays that are within our control.

We do occasionally allow customers to place backorders for items. When an item is on backorder will do our best to alert you to stock situation and projected shipment date during the purchasing process. All shipment dates are projections and can change for a variety of reasons. If your item is going to be delayed we will make every effort to inform you as soon as possible.

Shipping Rates

Shipping costs are calculated based on the weight, size, and destination of your order. To estimate shipping costs, please add the desired items to your cart and proceed to the checkout page, where you will find the shipping cost breakdown.

Domestic Shipping (within United States)

We offer domestic shipping within United States. Estimated delivery times for domestic shipments are typically 2-5 business days after the order has been processed. Please note that these times may vary depending on the shipping method selected during checkout.

International Shipping

We also offer international shipping to select countries. Estimated delivery times for international shipments vary depending on the destination and the chosen shipping method. Additional customs fees, import duties, taxes, and other charges may apply, depending on the recipient's country of residence. Please note that we are not responsible for any customs-related delays or charges.

We will do our best to calculate customs fees during the checkout process and pass those along to you. This is an effort to streamline the international shipping by prepaying customs and duties. These are projected fees and we cannot guarantee there will not be additional customs charges that you will be responsible for.

Order Tracking

Once your order has shipped, you will receive a shipping confirmation email with a tracking number. You can track the progress of your shipment by clicking on the provided tracking link.

Address Accuracy

Please ensure that your shipping address is accurate and complete. We will not be held responsible for shipments that are delayed or returned due to incorrect or incomplete addresses provided by the customer.

Shipping Delays

While we make every effort to meet estimated delivery times, we cannot guarantee delivery dates. Unforeseen circumstances, weather events, holidays, and other factors beyond our control may cause shipping delays.

Returns Due to Shipping Issues

If your order is returned to us due to shipping issues (e.g., incorrect address, undeliverable, refused, unclaimed), we will contact you to arrange for reshipment. Additional shipping charges may apply.

Contact Us

If you have any questions or concerns about our shipping policy or your specific order, please contact our customer support team at support@echowater.com or call +1 (855) 737-1114 (ext 1) from 9AM to 5PM MST.