We will regard service as our purpose and customer satisfaction as our purpose.
【Why does our filter has no smell and leakage】 Our filter uses special carbon, it could remove more than 95% of impurities. The unique design ensures it perfectly fits the original without water leakage.
【When the filter will be replaced？】 We recommend every 6 months or 300 gallons, depending on how much you're using the water from your refrigerator.
* Shipping charges for your order will be calculated and displayed at checkout. * The Delivery Time is calculated based on the shipping date, not the order date. The actual shipping date can be delayed due to invalid shipping addresses, weekends/holidays, etc.
Handling Time We need 24h to 48h to prepare your order, most of the packages will be shipped out within 24 hours except weekends and holidays.
Track your order Once your order is shipped, you will receive an email from us containing the tracking information. Tracking information is also available on your "Order Details" page.
Shipping areas The products can be delivered to most states in the United States except American Samoa, Micronesia, Guam, Marshall Islands, Northern Mariana Islands, Palau, Puerto Rico, and U.S. Virgin Islands.
International shipping We are sorry that the international shipping service is not supported for the time being.
Shipping Carriers We work with 4 carriers to make sure your order will arrive on time: UPS, USPS, FedEx, and Amazon Logistics US.
Note: We don't accept requests to specify a certain carrier to deliver the package.
Shipping origin The package will be shipped from one of our US warehouses closest to your location. * If you have any questions, you can contact our customer via LiveChat or email to [email protected], we will reply to you as soon as possible!
Thanks for shopping at CrystalaFilter. We appreciate the fact that you like to buy the stuff we build. We also want to make sure you have a rewarding experience while you’re exploring, evaluating, and purchasing our products.
Cancellation If you wish to cancel an order, please contact our customer service team. **If you contact us within 24 hours of purchase: We can cancel the order for you at no additional cost. The cancellation may take up to 3 days, thank you for your patience and understanding.
**If you contact us after 24 hours of purchase: You need to bear the return fee if the package is already shipped (depends on our system, not the order status).
There are times when we may not have the product(s) that you choose in stock or may face some issues with our inventory and quality check. In such cases, we may have to cancel your order. You will be intimated about it in advance so that you do not have to worry unnecessarily about your order.
Return Policy We accept return reasons including defective, no longer needed, change the mind, not as described, etc. If you want to return the item without any quality issue, you need to bear the return fee yourself and pay 20% of the original order as a restocking fee. We will cover the return postage for return requests regarding the quality issue. Once you received a damaged / incorrect item and you want to file a claim, please email [email protected] together with your order information and the picture of the damaged / incorrect product. We are eager to help.
Return Window We offer a 30-day return guarantee. Warranty will begin from the date the product is received. If a product grows defective during the warranty period due to a quality issue rather than your own breakage or misuse, we can accept a return, provide free repair service, or issue a new replacement.
Refund Policy After receiving your request or your packages, it may take up to 1-7 business days to refund your money. (Unfortunately, due to current situations and the COVID-19, your refund may require an additional 3-5 days to process. Thank you for your patience and understanding.)
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!
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].
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.
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.