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FAQs

Shipping & Delivery

Q: Where can I track my order?
A: We will send you an email with your parcels consignment number once your item has been dispatched. Alternatively, you can check those orders and tracking details by login into My Account on crystalafilter.com.

Q: How do I change the shipping address?
A: Please contact us immediately if you have any questions about changing your delivery address. Once the package has been shipped, we are unable to change it. Please contact customer service within 24h for help via Live Chat or email to [email protected] immediately!

Ordering

Q: What's my order number?
A: For each CrystalaFilter order that you place, you receive a unique order number. You can quote the order number for all your purchase-related questions. You can check your inbox or check to see if the mail is in the trash.

Q: My coupon code doesn't work, what is going wrong?
A: There are numerous reasons why your coupon cannot be applied:
(1) Expired.
(2) It May have been used already or has a use limit.
(3) Is entered incorrectly.
(4) Not applicable for any products in your shopping cart- Coupons can be for specific categories, products, or even just for a special promotion page.
If you have a coupon that is not working and you don't know why please contact us via Live Chat at the lower-left corner or email to [email protected].

Payment

Q: When the payment page displays an error, what should I do?
A: If the payment page displays an error, please kindly try to reorder. And if the same thing happens, then please contact Customer Service for help via Live Chat or email to [email protected].

Q: What payment methods do you accept?
A: We accept credit card payments through PayPal.
1. Go to Check Out and select PayPal as the payment method
2. On the PayPal login page, click "Pay with Debit or Credit Card"
3. Pay with a credit card
If you are still confused, please check our Payment Methods.

Warranty & Returns

Q: How long can I receive the refund?
A: After receiving your request, it may take between 1-7 business days for your request to be processed. We appreciate your patience and understanding.
If you are still confused, please check our Refund Policy.

Q: How do I make a warranty claim?
A: Please contact our support at [email protected]. Please give us a detailed description of the issue as well as a photograph of the faulty product. We normally respond within 48 hours. Do not return the product until we have finished the process.

Product

Q: What brands and model numbers can CrystalaFilter replacement water filters compatible with?
A: CrystalaFilter replacement fridge water filters cover most brands and model numbers in the market. Such as Whirlpool, GE, LG, Samsung, and so on. You can search your model number on our website or contact our service team to check. You also could contact us, [email protected].

Q: How to install my refrigerator water filter?
A: Usually the fridge water filter could be installed by a simple twist. You can read the user’s guide, watch the installation video, or contact our service team for help.