Shipping & Returns Information
Shipping, Cancellations & Returns Policy
How eBac Water is sent out,
where we deliver,
and what happens
if there’s an issue with your order.
1. Shipping Information
Shipping Rates & Delivery
Shipping costs are calculated at checkout based on package weight, destination, and current carrier rates. Estimated delivery times are displayed during checkout and may vary depending on the selected shipping service.
We ship domestic orders exclusively through UPS. Wholesale and bulk orders may be subject to separate shipping arrangements, confirmed during order processing.
Order Processing & Dispatch
Orders are prepared for shipment after payment is successfully processed. We strive to process and dispatch orders promptly; however, processing times may vary depending on order volume and carrier schedules.
Once an order ships, tracking information will be provided to the email address associated with the purchase.
Packaging
All orders are shipped in discreet, secure packaging. Larger orders may be divided into multiple shipments depending on quantity, size, and weight.
Shipping Restrictions
- We currently ship exclusively within the United States.
- We do not ship to freight forwarding companies or freight forwarding addresses. Orders placed using these services may be canceled and refunded.
2. Cancellations,
Returns & Refunds
Return Eligibility
Due to the sterile, lot-controlled nature of our products, returns are limited and subject to prior authorization.
Returns may be accepted only if products are unopened, unused, and in their original packaging with all manufacturer seals fully intact.
All returned merchandise must undergo inspection by eBac Water before any refund is approved or issued.
Products with broken, missing, altered, or tampered seals, or signs of use, are not eligible for discretionary return or refund.
Order Changes & Cancellations
Orders begin processing shortly after payment is received. Once processing has begun, changes or cancellations cannot be guaranteed.
Customers requesting modifications or cancellations must contact us as soon as possible with their order number.
We will make reasonable efforts to accommodate requests before shipment. Orders that have already shipped cannot be canceled and must follow the approved return process.
Restocking Fee
Returns approved due to a change of mind, incorrect purchase, ordering the wrong quantity, or products no longer being needed are subject to a 20% restocking fee.
The fee is calculated on the purchase price of the returned merchandise, excluding taxes and shipping charges.
Original shipping charges are nonrefundable once an order has shipped. Customers are responsible for return shipping costs unless otherwise authorized by eBac Water.
The restocking fee does not apply to returns or remedies required because of an error by eBac Water or products received damaged or defective.
Return Authorization
& Inspection
All returns must receive prior written authorization from eBac Water. Unauthorized returns may be refused.
Approved returns must be securely packaged and shipped according to the return instructions provided by our team.
Upon receipt, all returned products will be inspected to verify that:
- Original manufacturer seals remain completely intact.
- Products are unopened and unused.
- Packaging shows no signs of tampering or alteration.
- Products match the original purchase and remain in acceptable condition.
Refunds will only be issued after the returned merchandise has passed inspection.
If an item fails inspection, the return may be denied and no discretionary refund will be issued.
Approved refunds will be processed to the original payment method, less the applicable 20% restocking fee and any nonrefundable shipping charges.
Damaged, Missing,
or Incorrect Products
If your order arrives damaged, leaking, incomplete, or contains incorrect products, please contact us promptly with:
- Your order number.
- A brief description of the issue.
- Clear photographs of the affected products and packaging, when applicable.
Each claim will be reviewed individually. When validated, an appropriate resolution may include replacement, store credit, or refund, consistent with applicable law.
3. Shipping Delays
& Delivery Claims
Delayed or Stalled Shipments
Shipping delays may occur due to weather conditions, carrier routing, operational disruptions, or other circumstances outside our control.
If tracking shows no movement for several days, please contact us with your order number and tracking details so we can assist with a UPS inquiry.
Carrier delivery estimates are not guaranteed unless expressly stated by the selected shipping service.
Packages Marked Delivered
but Not Received
If your shipment is marked as delivered but cannot be located, please:
- Verify the shipping address listed on your order confirmation.
- Check the delivery location and, where applicable, with household members, neighbors, building management, or receiving personnel.
- Contact UPS to request delivery verification or initiate a missing-package investigation.
- Contact eBac Water with your order number, tracking information, and any findings provided by UPS.
A shipment marked as delivered is not automatically eligible for a refund, replacement, or credit solely because the customer reports it missing.
Customers may be required to cooperate with reasonable UPS investigation procedures before a resolution can be determined.
If UPS confirms that a shipment was lost, misdelivered, or delivered to an address different from the one provided at checkout, please forward the findings to our team for review.
We reserve the right to deny discretionary refunds, replacements, or credits when UPS tracking confirms delivery and the customer declines or fails to cooperate with reasonable delivery-verification procedures, subject to applicable consumer protection laws.
4. Additional Policy Information
All returns, cancellation requests, and refund claims are subject to review under this policy.
eBac Water reserves the right to evaluate individual circumstances and approve discretionary resolutions where appropriate.
Nothing in this policy limits consumer rights or remedies that cannot legally be waived under applicable federal or state law.
Questions About
a Shipment?
For shipping, packaging, or order
questions, contact us
with your
order number, lot code (if available),
and a brief description of the issue.