Customer Service & Policies
Oceanic Water Systems Order Policy
Our vision is to create world class water filtration products where our customers can find a water filter system that’s best suited for them at unbeatable prices! If you do not see a specific item or system that fits your needs, please do send us a message and we can work with you to build a system customized for you. If you found a specific system on our site, please do make sure that it is the correct one for you. If you want to make sure a specific component is included or want to adjust a system listed, please do not hesitate to send us a message with your requests. We are very accepting of requests and can be quite flexible with our systems. We build each system as per ordered, they are not ready-made. As such, we stand behind each and every one of our products.
We are reasonable people and if you buy something from us that doesn't work out, we want you to return it to us. Nevertheless, we aren't Target, so please don't take this as an invitation to order things "for trial." When we receive an order, we assume you want to buy the product, not try it.
Need to return something? Call our friendly customer service representatives to setup a return request. (661) 575-0033
If you are not satisfied with the product we will take the unused product back and promptly refund 85% of your purchase price. The customer is responsible for return shipping expense. The 15% restocking fee is necessary to help defray our shipping and handling expense. This fee will be applied to ALL RETURNS unless it falls under one of the following exceptions:
- The carrier damaged the product in shipping.*
- We sent you a product other than the one you ordered.
- You received a faulty or defective product.
* Please contact us immediately if you receive a damaged package and please keep the shipping materials on hand. The carrier may need to inspect them during pickup.
The following items may not be returned under any circumstances:
- Used (wet) filter cartridges.
- Filter media that has been opened.
- USED OR INSTALLED Whole house Systems, used reverse osmosis units and accessories.
- Special-ordered parts (including ledge faucets and filter valve parts).
Certain large products like backwashing filters, upflow systems, and water softeners cannot be returned if they have been used. If unused and in the manufacturer's original packaging, they may be returned at the customer's expense within thirty days of receipt, but a restocking fee of 30% will apply.
We make no specific claims as to the effectiveness or health benefits of any products we sell. Local water quality, chemistry, and conditions vary dramatically from location to location. Since many of our products are intended for correction of extremely challenging water conditions, we cannot accept responsibility for the purchase of inappropriate, undersized, or oversized equipment. Please call and we'll help with selection if you're not sure what you need. Our recommendation is not a guarantee of performance. We do our best, but we make mistakes, and many water treatment issues are a matter of trial and error even for on-site experts.
Minor leaks are not a cause for full refund. Many of our products require some assembly, and due to basic shipping constraints we are unable to pressure test all products that we ship. We can't, therefore, promise a leak-free product. We try our best, but because of the nature of water-based appliances, leaks are sometimes an unforeseeable occurrence. If you have a small leak, please contact us immediately and we will try to resolve the issue with minimal cost and effort on your part. Most leaks are fixed simply by checking & tightening fittings, re-lubricating seals or applying Teflon tape to a fitting.
If a leak occurs because of damage in shipping or a defective part, call and we'll replace the product or defective part at once.
Before returning a product please call (661) 575-0033 or email our return department to setup your return request.
Any returns made without contacting our return department will not credited to your account. Return requests must be made within 30 days from the date of receipt of the product. Return requests after 30 days will not be honored or will be subject to additional restocking fees. Return requests made after 30 days from date of receipt are granted solely at our discretion.
After contact us and setting up the return, please package and ship return items to our mailing address:
Oceanic Water Systems
7623 Fulton Ave
North Hollywood, CA 91605
Shipping charges must be prepaid by the customer unless you are returning a product meeting one of the previously mentioned exceptions. We will ship all exchange & replacement merchandise the next business day via FedEx Ground (unless unavailable at your location).
If you wish to return an order by refusing shipment from the carrier on delivery, you should still contact us for return authorization prior to our receipt of the refused package. Refused shipments without an authorized return will not be credited or refunded.
. We do not refund or accept returns of used or installed items. If an item is to be returned, the Buyer is responsible for return shipping and costs. Original shipping fee will be deducted from final refund. Used or installed items are NOT eligible for return. There is a 20% restocking fee for all returned items. These terms are NON-NEGOTIABLE.
Shipping Time -- Most orders received before 1:00PM will ship the same day, provided the product ordered is in stock and the size of the order. Most orders received after 1:00 PM will ship the next business day. Orders are not processed or shipped on Saturday or Sunday, except by prior arrangement. We cannot guarantee an exact time an order will arrive, however 95% of shipped orders arrive between 3-5 days after shipped. We encourage you to order in a timely fashion to avoid delays caused by shipping or product availability.