Shipping policy

Shipping Policy

Not Only Water partners with major international shipping companies like FedEx, SF Express, DHL, UPS, and EMS, who work with local couriers - allowing us to ship directly to your door.

You will be charged when your order is placed, and all payments are subject to verification and approval before shipping. This process may take several days. To help fight credit card fraud, orders with incorrect billing information or requiring additional verification may be delayed and/or cancelled.

Shipping Process

We require between 3-10 working days on average to fulfill your order and transport it to our carrier's sort facility. Some items may take longer, especially around major holidays (up to 15 days), or if your order includes popular items experiencing stock availability issues.

Once your order has begun processing through our shipping department, we are unable to make any changes (including address changes). We will only ship to the address provided at checkout.

We only ship during business days and do not ship on Saturdays, Sundays, or holidays. Once your order has shipped, you will receive a Shipping Confirmation email.

For orders with multiple items, products may be shipped separately and received on different dates due to the difference in manufacturing partners’ locations.

Tracking

All orders are processed with tracking numbers. You will receive an email with the tracking number when your order is dispatched to the carrier's sort facility.

For some shipping companies, it can take several days for the tracking information to update in the system. If your order was placed more than 10 business days ago and there is still no information on your tracking number, please contact us.

International Deliveries

Shipping time varies by country or region. Specific delivery dates are not provided nor guaranteed. While we will do all that we can to make sure your order is delivered on time, Not Only Water cannot be held responsible for conditions beyond our control, such as required postal or customs clearance procedures, holidays, severe weather, labor disputes, protests, etc., which may cause delays beyond our original delivery estimates.

Duties, Taxes, and Other Fees

International shipments may be subject to import taxes, duties, and/or customs clearance fees, which are levied once a shipment reaches the recipient's country. These fees are the sole responsibility of the recipient. Not Only Water has no control over these charges and cannot predict what they may be. If a shipment is refused and returned, you will be responsible for any import taxes and return shipping costs incurred.

Customs policies vary widely by country. If you have questions, we recommend that you contact your local customs office for more information.

Shipping Insurance Policy

For your peace of mind, we offer optional shipping insurance to protect your order from potential damage or loss during transit.

How Shipping Insurance Works:

  • By opting into shipping insurance at checkout, you ensure that if your package is lost or damaged during transit, we’ll assist you with a replacement or refund in line with our policy.
  • Shipping insurance claims must be made within 7 days of the estimated delivery date to qualify for review.

Important Guidelines for Claims:

  1. Documentation: For any claims due to lost or damaged items, please provide all necessary documentation, including photos of damage (if applicable) and proof of non-delivery from the courier.
  2. Verification Process: To prevent any misuse, all claims are subject to a review and verification process. Not Only Water reserves the right to verify claims and may request additional documentation to validate them.
  3. Exclusions: Shipping insurance does not cover packages reported as lost or stolen after confirmed delivery. Ensure to track your package’s delivery and bring it indoors promptly.

For any questions or to initiate a claim, please contact our customer service team at notonlywaterr@gmail.com. We are here to assist and ensure a smooth experience with your order.

Lost/Stolen/Damaged Packages

Not Only Water is not responsible for lost, stolen, or damaged packages. If your tracking information states that your package was delivered to your address and you have not received it, please report it and/or file a claim with your respective shipping carrier.

Note: We utilise the timestamp information from the tracking link and delivery confirmation from the carrier when reviewing damage or return requests, and we may not be able to honour your claim if it is not reported promptly.

Wrong Address Disclaimer

It is the responsibility of the buyer to ensure that the shipping address entered is correct before submitting an order. We start working on your order immediately, so we are unable to make any changes to an order after it has been placed. If the order has already been processed through our shipping department, we cannot retrieve it for an address change.

Feedback

We would love to hear your feedback, questions, or any concerns. Please feel free to email us at notonlywaterr@gmail.com to let us know how we are doing. We take your feedback very seriously and are always striving to improve.