Frequently Asked Questions

We are located in Canada... for more than 30 Years Now And Counting.

Your full question may actually be, "Are You A Drop Shipping, Forwarding Website 'Pretending To Be Canadian?'"

We are a 100% Canadian Founded, Owned and Family run business with decades of experience stretching back to before the internet even existed.

Our Back Office and Warehousing operations are actual physical locations staffed by top quality Water Technicians that are hands on with these products every day when working in the field.

In 2003 we launched our website, making us one of the most experienced and established online water equipment providers in Canada.

Read More About Our History Since 1989.

Some carriers are slow to update or scan their packages or they simply missed the scanner on their way.

Please wait at least 48 hours before tracking your package.

Orders normally ship within 1 - 3 business days and often the same day unless otherwise stated at the time of purchase.

When you use the "Shipping Estimator" located in the "View Cart" area you can see all of the different shipping services and their estimated delivery times.

Find your shipping estimate quickly and easily by simply using the "Add to Cart" button and then press the "View Cart" button.

From there you can adjust the quantities of your items and enter your zip or postal code to see instant shipping rates and delivery times.

If you need a quotation on something large or items not found on the cart, simply let us know which items, their quantities and your postal/zip code and we will email back with your shipping rates.

Yes. As a full service company, including a warehouse and retail store we carry many hundreds of items that are not yet on our website and even more items are available from our manufacturers.

Parts for older systems, specialty fittings, medical grade filters, specific pump models, specialty media filters... all of these are available for ordering through email or by calling our office.

Sure, tell us as much as you know about your system. Brand and model numbers help, their part numbers etc... you can also send us a picture and up load it using our contact form.

If there are specific things you need to remove from your water such as fluoride or Sulphur be sure to mention that as well.

Tracking numbers can be found in your account area, simply login to your account from the home page of our site (if you created one when you ordered). We place your tracking number there as soon as your order ships.

We also would have sent you a tracking number and shipping notification when your order shipped, so check your email account. If you don't see it, be sure to have a look in your junk folder as it may have been filtered out by the settings used by your e-mail service provider or software.

Rewards Points never expire, they spend like cash and you can use as few or many as you wish.

When an order is completed, the total amount of the goods or services ordered will be used to calculate the amount of points earned (less taxes and any shipping if applicable).

These new Rewards Points are then automatically added to your account.

This is the only area of our site where products might not earn rewards points, sometimes these items may already be below cost.

Yes, any eligible products and services will earn new Rewards Points.

Yes, returns subtract points while purchases earn points.

No, the program is designed for our website and is online only.

Rewards Points are exclusive to Water Guy account holders. Rewards Points are non-refundable and non-transferable between accounts. Rewards Points are not exchangeable for cash.

Email is the only practical way to mange this program.

We rarely send out emails and when we do its one of our amazing sales or something really important for our members to know.

Our Rewards Program is a fantastic way to show our appreciation to you. It is a straight up honest way for you to save some real dollars.

Most free shipping sites are a con job, with extra costs hidden here and there to pay for it.

We prefer an everyday low price strategy and reward our customers for their loyalty. It's free, it's easy, come on in...

When you start a Rewards Account, you will receive points that accumulate for qualified items and can be applied to future orders.

They spend just like cash, never expire and you can view your balance at any time when you log in to your account.

If you intended to start an account when you purchased online, please contact us by email within 48hrs and we will set one up for you. (please do not request an account by phone, as the contact form method will go directly to our online services manager for prompt attention)

Yes all items are returnable as long as they are new, unused and unopened.

You can read more about our simple return policies here.

You can find a complete listing of our return policies on the bottom of every page on our website or click here.

All return requests are made in writing, be sure to include your original order or invoice number and reason for the return request.

All returns must be received within 30 days of the original purchase.

In most cases we will be able to help or entirely facilitate the warranty work for you.

This depends on the reason for the return, if TWG shipped you the wrong product them we will cover the shipping cost or field scrap the item at our discretion.

In most other cases you will have to cover the return shipping fee.

Not for convenience sake no.

Yes.

Items being returned for refund or exchange need to be in new unused, unopened condition.

We reverse the right to charge a minimum of 20% for restocking, repackaging, cleaning or any service to bring the item back to proper retail status.

RGA stands for Return Goods Authorization, and is a practical way for us to assess and categorize a return.

An RGA number will be issued to you when your request has been approved. This number should be inside the returning parcel and also on the outside of the box.

Returns without this number and authorization will not be considered for refund or replacement.

Here are the main types, Warranty Claims, Shipping Claims, Repair Returns, Order Error by The Water Guy Returns, Order error by the Customer Returns, Customer Changed their Mind Returns.

Please send us a complete description of the problem, pictures can sometimes be helpful, and if you can please include the invoice or order number or approximate date of purchase.

Most warranties are for parts though some may cover repair or replacement.

In most cases no, though there are a few exceptions.

If it hasn't left the building we would be happy to add anything you'd like.

Just enter your Order ID # into our contact form or email us with your additions.

Sure you can, as long as the order has not shipped we can change anything.

If it has already left you may have to send back the items you changed your mind about.

If the items are still here we sure can.

If the parcel has already been processed or shipped we will not be able to change its destination and will have to wait for its return.