Shipping Policies | Return Policy | Return Procedure | Pelican Warranty | Trojan Warranty
Free Same Day Shipping
Free Same Day Shipping on all orders over $49. PelicanWater offers same day shipping before 2:00pm EST on most in-stock items. Shipping is free for all US and Canada orders over $49 (excluding HI and AK).
UPS charges you the receiver a brokers fee for any shipment that crosses the border. Please note UPS is also required in your location to collect GST/VAT on the value of your shipment. All charges will be shown upfront at checkout, speeding up delivery of your package and reducing the brokerage charges versus other online companies.
Upon your order shipping, a tracking number will be emailed to the email address you provided on your order. Sometimes tracking information won't be available. This may be due to the timing of tracking-database updates by the carrier, the sophistication of a particular carrier's tracking system, or the lack of full integration into our tracking systems. If you don't see any tracking data for your shipment, please allow up to 48 hours for our system to update and then contact customer service for additional information.
Occasionally packages are returned to us as undeliverable. When the carrier returns an undeliverable package to us, we will issue a refund minus shipping costs if the carrier is unable to deliver the package due to an address error that is not caused by PelicanWater.
We are unable to re-ship orders that are returned to us as undeliverable. If you would still like to purchase items that were undeliverable, you are welcome to place a new order on our website. If you suspect your order cannot be delivered as addressed and you have not received confirmation of its return or refund after 4 weeks from the estimated delivery date, please contact us.
If an item is refused upon delivery at no fault of PelicanWater, We may at our own discretion, charge the customer a 15% restock fee. PelicanWater can not be liable for the shipping charges if the item is refused before delivery. Freight packages that are refused will be charged a 25% restock in addition to freight charges.
All damage claims on deliveries must be made within 10 days of arrival to customers home. PelicanWater may request photos of the damage to give to UPS for inspection of the damage and to file a claim. Should any item arrived damaged contact customer service to setup UPS to come and pickup the damaged item from you. Once UPS picks up that package, a new shipment will be sent to you.
Order Cancellation Policy
You can cancel your order for any item provided that the order has not yet entered the shipping process. If the item you want to cancel has already entered the shipping process, it cannot be canceled by you or by our customer service department. However, you can return the item for a refund.
General Return Policy
Pelican will accept return of Pelican brand items unused and in original condition within 90 days of delivery minus a 10% restock fee. Freight shipments may be returned within 90 days minus a 15% restock fee.
Water Test kits may be returned unused within 30 days minus a 15% restock fee.
Trojan Brand (Viqua,UV Max) products may be returned within 30 days unopened only minus a 10% restock fee.
All returns will be inspected for completeness and damage. Some products have return restrictions. Please review the list below to determine if special return policies apply to your products. Systems altered or changed from their original manufacturer build and specs are not returnable. Taxes, brokerage, customs and border crossing fees on international shipments are not refundable.
90 Day Satisfaction Guarantee
Pelican Carbon Series, Combo Series, Iron Series, Fluoride Series and NaturSoft Series products offer a 90 day satisfaction guarantee. Try these products for 90 days and if you are not 100% satisfied, return the item to us for a 100% refund. Return shipping is the customers' responsibility; Taxes, brokerage, customs and border crossing fees on international shipments are not refundable; water must be within manufacturer specs.
Custom/High Flow/Special Order Products
All custom, high flow, estate or special order products are built to order and cannot be returned once ordered. Manufacturer warranties still apply to all custom systems.
If you received a faulty item and need to exchange it for the same item, contact customer service to setup an exchange. Customer service will send you a prepaid return label to have the faulty item returned or may setup a pickup. Once customer service has confirmed the carrier has picked up the faulty package or that it has been dropped off to the carrier, a new shipment will be sent.
If you would like to exchange an item for a different one, please return the original following our return policy and place another order for the item you wish to purchase. You do not have to wait for us to receive the original item before placing the new order.
PelicanWater Responsibilities and Limitations
PelicanWater representatives will recommend an overall water filtration, treatment, and/or conditioning system solution based upon all the information we receive via email, fax and verbally by the customer. PelicanWater can not be responsible for a recommended solution that falls short resulting from lack of information about other conditions that exist in the water.
Purchasers are advised that water quality conditions vary by area. Product performance may be affected by these variables, and for optimum performance purchasers should verify prior to ordering that their local water quality falls within PelicanWater's recommended specifications. Our representatives base all product recommendations on information provided by our customers; if other conditions (i.e. water, installation space, power, water pressure, etc.) exist which were not prior disclosed, then additional/other products may be required to make the overall solution successful. However, as always, we are committed to working with the customer to help remedy any troubled solution by providing the customer with the most effective and affordable solutions available.
PelicanWater may not be financially responsible for any service, 100% satisfaction guarantee or warranties that has resulted from improper application, poor handling, neglectful damage, set-up, installation, start-up procedure and/or lack of thorough follow through of installation procedures found on or with the unit and in any service guides, product manuals and/or related website pages.
All returned products will be thoroughly inspected and a determination will be made if eligibility and conforming requirements are met. Please verify the product you are returning meets the above and below guidelines and qualifies for return to avoid any delay in, or denial of, processing your return. If a non-conforming product is accepted for return PelicanWater.com reserves the right to charge a restocking fee up to 25% at our sole discretion. Return processing may take up to 5 business days from the time your product is received.
Return Authorization Code
Returns will not be accepted without a valid Return Authorization Number (RA). Unless otherwise specified in the item listing on our website or in our Return policy, you may request an Return Authorization Number (RA) within 90 days of the original purchase date. RA numbers expire after 30 days, but we encourage you to return the product as soon possible. Any return we receive without a valid RA number will be documented and rejected or subject to a restocking charge at our sole discretion. Customers should call 1-877-842-1635 and speak with customer service to get the RAC. All returns must also contain all parts that were sent, along with all original packaging. Returns must have an RMA or RAC before being returned or the return shipment may refused by PelicanWater.
PelicanWater may at our discretion send you a pre-paid return label for you to return your product. If you use this mailing label and the return is a result of our error (you received an incorrect or defective item, etc.), we'll pay the return shipping costs. If you use this mailing label and your return is not the result of our error, the shipping cost of that returned item will be deducted from your refund. The amount deducted will be equivalent to our standard shipping cost for that item.
For your protection, we recommend that you insure your return and use a traceable carrier that can provide you with delivery confirmation. PelicanWater shall not be responsible for items returned that are lost or damaged in transit. Postage and handling charges, both to and from our warehouse will be paid by the customer, and are non-refundable. At our discretion, we may reimburse shipping charges related to the return of defective products inside the U.S. only.
For freight shipments, we are happy to accept returns for large items that are shipped via our specialty shippers. These items do require a special type of return and cannot be returned with a pre-paid return mailing label like standard shipments. If you need to return an item shipped via a specialty shipper, please contact customer service and request the return. We will follow up with instructions for returning the item. Note: Any return that is not the result of our error may be subject to a restock fee which will be deducted from the refund.
Important Return Notice
In the event that the product you are returning does NOT meet the requirements described in this document, we will photograph the merchandise and packaging, and prepare a detailed summary of our determination as to why the return was denied, the product(s) will be deemed not eligible for return and will be returned to you. If PelicanWater.com, at our sole discretion, decides to accept a non-qualified item for return, a restocking fee will be assessed.
Pelicans Limited Lifetime Warranty
Pelican Water ("Pelican") warrants to the end user ("customer") that its tanks (13" and smaller), valves, in/out non-electric heads, bypass's, fittings and housings ("Covered Items") will be free from defects in material and workmanship under normal use and service for the life of the system**.
Pelican 5 Year Limited Warranty
Pelican Water ("Pelican") warrants to the end user ("customer") that its retention tanks and solid-state electronic heads ("Covered Items") will be free from defects in material and workmanship under normal use and service for a period of 5 years.
Pelican 2 Year Limited Warranty
Pelican Water ("Pelican") warrants to the end user ("customer") that its metering pump motor and housing ("Covered Items") will be free from defects in material and workmanship under normal use and service for a period of 2 years.
Pelican 1 Year Limited Warranty
Pelican Water ("Pelican") warrants to the end user ("customer") that its metering pump tubing, RO Systems and flow control switches ("Covered Items") will be free from defects in material and workmanship under normal use and service for a period of 1 year.
Limitations and Responsibilities
Pelican's obligation to the customer under these warranties shall be limited, at its option, to replacement or repair of Covered Items by these warranties, labor is not covered. Prior to return or repair of Covered Items, the customer must obtain a return goods authorization number from Pelican and at Pelicans option, return the Covered Items freight prepaid. Any Covered Item repaired or replaced under these warranties will be returned prepaid standard freight to the original point of shipment. Expedited freight options are available at customer expense.
No warranty is made with respect to defects or damaged due to neglect, misuse, alterations, accident, misapplication, physical damage, or damaged caused by fire, acts of God, or freezing. These warranties apply only to the original registered owner so long as the owner owns/lives in the home in which the unit was originally installed. Customer must register their system with Pelican within 90 days of purchase* in order to obtain a warranty. Warranty will discontinue after the unit is removed from the location where it was originally installed. Warranty begins on the date of delivery of product to the customer. Improper maintenance of system (ie not replacing filters or media) on time will be considered "neglect". Installation of any system on water conditions outside of or beyond the recommended specs of any system voids any warranty.
Pelican gives this warranty to the customer in lieu of all other warranties, express or implied, including without limitation any implied warranties of merchantability or fitness for a particular purpose or treatment of certain water and hereby expressly disclaims all other such warranties. Pelican's liability hereunder shall not exceed the cost of the product. Under no circumstances will Pelican be liable for any incidental or consequential damages or for any other loss, damage or expense of any kind, including loss of use, arising in connection with the installation or use or inability to use the Covered Items or any water treatment system the Covered Items are incorporated into. These warranties are governed by the laws of the state of Florida and may change at any time without notice..
*Failure by California and Quebec residents to complete the product registration form does not diminish their warranty rights.
**For all orders placed on or after June 3rd, 2011.
Trojan 10 Year Limited Warranty
Viqua ("Trojan") warrants to the end user ("customer") that its UV chamber ("Covered Items") will be free from defects in material and workmanship under normal use and service for a period of 10 years.
Trojan 5 Year Limited Warranty
Viqua ("Trojan") warrants to the end user ("customer") that its Pro Series and G/H/J power supplies("Covered Items") will be free from defects in material and workmanship under normal use and service for a period of 5 years.
Trojan 3 Year Limited Warranty
Viqua ("Trojan") warrants to the end user ("customer") that its UV Max Series power supplies ("Covered Items") will be free from defects in material and workmanship under normal use and service for a period of 3 years.
Trojan 1 Year Limited Warranty
Viqua ("Trojan") warrants to the end user ("customer") that its UV lamps and sensors ("Covered Items") will be free from defects in material and workmanship under normal use and service for a period of 1 year.