Shipping & Return policy
Shipping policy
We ship only to the continental US.
Shipment Date
- Most items in stock are shipped within 1–2 days.
- Any order placed before 12:00 pm ET will ship the same day if all items are in stock.
- We will contact you if a certain item is out of stock.
- If your order is placed after the carrier picks up pending shipments on Friday, your order will ship on Monday.
Signatures
All orders are shipped via UPS with no signature required. This means that your package will be left at your door or in a convenient location if no one is present at delivery time. If you require a signature, please add a note during the checkout process.
Tracking Your Shipment
When your item is shipped, you will receive a tracking number via email so you can view the progress of your shipment. Typical delivery time for UPS can be anywhere from 2 to 6 business days.
Lost or Damaged Shipments
Martin Water Conditioning is not responsible for any merchandise lost or stolen through any mail parcel service, including but not limited to UPS and/or any freight companies.
Shipping Rates
Shipping rates are calculated automatically based on the current carrier shipping rates. Your rate is based on the total weight of your order.
UV bulb rates are based on the care required to ship them, rather than their weight, since they are very light. (The extra UV bulb cost is due to the extra protection for the bulb — bulbs are packed in bubble wrap, then stored inside a protective PVC pipe for shipping).
Free Shipping
For online orders only, free shipping will automatically be selected for your order when the following conditions are met:
- Order subtotal must be at least $59.95.
- Order must not contain Kinetico products.
- Total order weight must be under 10 pounds.
The total weight of your current shopping cart is displayed above the shopping cart, on the “View Cart” page.
Martin Water Conditioning reserves the right to change the minimum order total required for free shipping at any time.
Sales tax
A sales tax charge will be added as a % of total order amount to all orders shipped to the following US states:
- Maryland – sales tax of 6%
- New York – sales tax of 8%
- New Jersey – sales tax of 7%
- Pennsylvania – sales tax of 6%
- West Virginia – sales tax of 6%
There is no sales tax on other orders.
Tax-Exempt Orders
If your organization is tax-exempt, please follow these steps to enter your exempt information:
- In the Checkout area, enter your billing/shipping information.
- Enter your debit or credit card information.
- Click the “Tax Exempt” button just above the grand total.
- Enter the tax-exempt number. The tax-exempt state will already be selected based on the billing state entered earlier.
- Press “Tab” to trigger a recalculation of the grand total.
- The new total should display within a few seconds — then click “Place Order Now”.
We will contact you for a signed tax-exempt form if we do not have one on file. We must have a signed form on file before we can ship items.
Tax-exempt information is saved to your online store account and should automatically reappear for future orders.
If at any point you have questions about the tax-exempt process, please contact us.
Return Policy
Returning Your Item
If you are unsure of which product to order, please don’t hesitate to contact us for assistance. In the event that you need to return an item to Martin Water Conditioning, please review the following return policy:
Items must be returned within 30 days of the order date. To start the return process, please contact us for return authorization and further instructions.
Return Packaging
Please pack the item in its original box or a box similar in size. Ensure that the item is packed in the manner that it was received to prevent the possibility of shipping damage.
Order Cancellation
Your order can be cancelled at any time up until it has been shipped. If your order has been shipped already, the order cannot be cancelled. However, upon receipt of the merchandise, you can send it back for a refund.
Refunds
When returning an order, your refund amount may change depending on the original shipping method/amount, your reason for the return, or the condition of the item.
| Return Description | Refund Amount |
|---|---|
|
Item has a manufacturer defect |
Full refund |
|
Item damaged during shipping |
Full refund |
|
Customer ordered wrong item |
Partial refund — buyer responsible for return shipping cost; “Free Shipping” retail value subtracted from refund |
|
Item has obvious signs of use or damage not due to a Martin Water Conditioning error |
Refund determined by Martin Water Conditioning |
|
Wrong item was shipped |
Full refund |
UV Bulb Returns
UV bulbs that appear to be the wrong size / wrong pin configuration for your system must not be installed. Carefully repackage the bulb and ship it back to us for return processing. Be certain to handle UV bulbs by the ends, as oils from skin may damage bulbs when handled by the glass.
Return Questions
If you have any questions about the details of our return policy, please contact us using the information below.
Customer service
Contact Information
Martin Water Conditioning
740 E Lincoln Ave
Myerstown, PA 17067
If you have any questions, please don’t hesitate to contact us. A water technician would be happy to help you.
Phone: (800) 887-7555
Local: (717) 866-7555
Email: store@martinwater.com
Customer Service Hours
Monday & Wednesday: 8:00 am – 5:00 pm
Tuesday, Thursday, Friday: 8:00 am – 8:00 pm
Saturday: 9:00 am – 3:00 pm
We will make every effort to return email inquiries within 2 business hours.
