Terms and Conditions
Thanks for shopping with us. We’ve tried to keep this page plain and readable, because we’d rather you actually know how we handle shipping, returns, and warranties than scroll past a wall of legal text. If anything here is unclear, email us at support@softwatersupply.com and we’ll walk you through it.
Agreeing to These Terms
When you place an order with Soft Water Supply LLC, you’re agreeing to these Terms and Conditions.
Shipping and Order Processing
Orders in the continental US ship via UPS or US Mail. Our flat rate shipping is based on our average cost and varies with weight, dimensions, and destination.
Free shipping. Most orders over $50 ship free. Just remember to select the free shipping option at checkout — it won’t apply automatically.
Items with additional shipping fees. Some oversized, overweight, and commercial items cost more to ship than flat rate covers, so they carry an additional fee. This should show up at checkout before you place your order. If a shipment turns out to cost more than what was quoted, we’ll reach out before charging anything extra.
Standard processing. Ground and Economy orders placed by 12:00 pm MT usually go out the same business day. More than 99% of our orders ship the same or next business day — we work hard at that, but we can’t guarantee same-day shipment on any particular order.
Expedited shipping. Email support@softwatersupply.com to request it. Additional charges apply. If we confirm same-day shipment in writing, it ships same day — otherwise it’s a request, not a guarantee. Carrier delays are outside our control.
Damaged or Missing Items
Look the shipment over before you accept it. If a package shows up crushed, torn open, or looking like the contents took a hit, please refuse delivery — that’s the cleanest way to get it handled, and it makes the carrier claim much easier. Email support@softwatersupply.com the same day and we’ll get a replacement moving.
If it just looks scuffed, go ahead and accept it. A beat-up box often means the product is fine — open it up and check before assuming the worst.
Parcel shipments (UPS, FedEx, USPS — anything not on a pallet). Email support@softwatersupply.com within 2 business days of delivery with photos of the outer packaging, the contents, and any damage you can see. If you sign for the package, note any visible damage or shortage on the driver’s receipt right then.
Freight and pallet shipments (semi-truck, or anything you sign for). This one’s important: note any damage or shortage on the driver’s receipt before the driver leaves. Carriers rarely honor a claim on a receipt that was signed clean, so that note is what lets us take care of you. Then photograph the packaging, the contents, and the damage, and email it all to support@softwatersupply.com.
Send us everything you’ve got. Photos and videos of the packaging, the contents, the damage, and the labels all help. Carriers move faster on well-documented claims, so the more you can send us, the smoother it goes.
Returns and Exchanges
We want you to be happy with what you bought. Because we sell everything from small fittings to freight-shipped systems, return terms vary by product type and size.
| Category | Return window | Restocking fee | Return shipping |
|---|---|---|---|
| Parcel orders under 50 lb | 30 days | None in most cases | Customer’s responsibility; our outbound cost may be deducted |
| Orders over 50 lb or shipped by freight | 30 days | None in most cases | Customer’s responsibility; our actual outbound cost is deducted, even if the order shipped free |
| Special order items | Not returnable, except for freight damage or defect | — | — |
| Commercial, industrial, and custom-built systems | Not returnable | — | — |
What we need returns to look like: original packaging, new and unused condition, with all original parts and paperwork included.
Most returns come back with no restocking fee. A small number of items need to be tested or inspected before they can go back into stock, and those carry a restocking or inspection fee noted on the product page.
A few things we’re unable to accept back:
- Filters whose plastic wrapping has been opened, or that have been used
- Special order and custom items
- Regulated chemicals — chlorine, potassium permanganate, resin cleaners, and hydrogen peroxide
Return shipping. Return shipping is the customer’s responsibility unless we made the error. We’ll sometimes send a prepaid label to save you the trouble, with the cost deducted from your refund. Either way, please pack it well and use a service with tracking.
Received the wrong item? Let us know at support@softwatersupply.com within 14 days of delivery — whether we shipped the wrong thing or the wrong part got ordered. If the mistake was ours, we’ll make it right.
Advance replacements. Sometimes we’ll ship your replacement before the original comes back, to save you the wait. When we do, we’ll need the original returned within 14 days of you receiving the replacement, or we’ll invoice for both items.
Exchanges. In most cases the simplest path is to return the original for a refund and place a new order for what you need. If you’d like us to look at handling it as an exchange instead, email support@softwatersupply.com and we’ll see what we can do. Either way, the return terms above apply, and we’ll need the original item back first.
Refused or undeliverable shipments. If a delivery is refused or the shipping address turns out to be undeliverable and the order comes back to us, we’ll credit the purchase price less a 10% restocking fee and our original outbound shipping cost — that applies even if the order shipped free, since we still paid the freight. You’re welcome to pay to reship once the address is corrected. Special and custom orders aren’t refundable in this situation.
Cancellations and Refunds
Need to cancel? Email support@softwatersupply.com as soon as you can. If the order hasn’t shipped, we’ll take care of it. Once it’s shipped we can’t cancel it, and it’ll need to go through the return process instead. Special order and custom-built items can’t be cancelled once production has started.
Refunds. We’ll email you as soon as your return arrives and gets processed. Please allow up to 14 days on our end. Refunds go back to the original payment method. We refund shipping costs when the return is the result of our error.
Warranty
Most of what we sell is made by other companies, and any warranty on those products comes from the manufacturer rather than from us. Warranty claims are handled directly between you and the manufacturer — and we’re glad to send you a copy of your receipt to help support your claim whenever you need it. Just ask.
Where a manufacturer warranty exists, you may find details about it on the individual product page. Any such warranty is the manufacturer’s obligation, not ours.
WE DO NOT PROVIDE ANY WARRANTY OF OUR OWN, AND WE DO NOT ADOPT, ASSUME, OR EXTEND ANY MANUFACTURER WARRANTY. WE DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING THE IMPLIED WARRANTY OF MERCHANTABILITY AND THE IMPLIED WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE. WHERE STATE LAW DOES NOT ALLOW THIS, OUR OBLIGATION IS LIMITED TO THE MINIMUM THE LAW ALLOWS.
Our return policy is exactly that — a return policy, not a warranty.
Fit and Compatibility
Water treatment equipment varies a lot between models and model years, so please confirm that a part fits your specific equipment before you buy. The part numbers, cross-references, and compatibility listings on our site are meant as a helpful reference, not a guarantee of fit — check them against your equipment manual before ordering and again before installing.
If you’re not sure, email us at support@softwatersupply.com before you order. We’re happy to help you narrow it down, though the final call on fitment is yours.
Limitation of Liability
OUR TOTAL LIABILITY FOR ANY PRODUCT OR ORDER IS LIMITED TO THE AMOUNT YOU PAID FOR THE PRODUCT. WE ARE NOT LIABLE FOR WATER DAMAGE, EQUIPMENT DAMAGE, MOLD, PROPERTY DAMAGE, LABOR, INSTALLATION OR REMOVAL COSTS, OR LOST PROFITS.
THIS LIMIT APPLIES TO ALL CAUSES, INCLUDING PRODUCT MALFUNCTION OR DEFECT, AND INCLUDING DAMAGE ARISING FROM IMPROPER APPLICATION OR SELECTION OF EQUIPMENT, IMPROPER INSTALLATION OR SETUP, IMPROPER HANDLING, NEGLECT, FAILURE TO REPLACE FILTERS ON THE RECOMMENDED MAINTENANCE SCHEDULE, AND FAILURE TO CHECK FOR LEAKS.
NOTHING IN THIS SECTION LIMITS LIABILITY FOR PERSONAL INJURY OR DEATH WHERE SUCH A LIMIT IS PROHIBITED BY LAW.
In plain terms: water equipment can cause expensive damage when something goes wrong, and as a parts supplier we can’t take on that risk. Within those limits, we’ll always work with you to sort out a problem.
Governing Law
Please email support@softwatersupply.com if something goes wrong — most things get sorted out in a message or two.
These Terms and any sale under them are governed by Idaho law, and any claim must be brought in the state or federal courts located in Bonneville County, Idaho.
Changes to These Terms
We update these Terms from time to time. Whichever version was in effect on the day you placed your order is the one that applies to that order.
Contact Us
Soft Water Supply LLC
1997 Walton Avenue, Suite B
Idaho Falls, ID 83401
support@softwatersupply.com
Thanks for your business. We look forward to providing you with great water for many years to come.
Last updated: 7/29/26