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FAQ

Payment Methods
We accept payments from Visa, MasterCard, American Express, and  Discover, debit and credit cards.

Returns & Exchanges
All returns or exchanges must be filed within 15 days of receiving your order. Items must be returned unused and in their original packaging. 

To return your item, please email store@wateraidamerica.org with a tracking number so that we can refund you in a timely manner. 

For an exchange, please email store@wateraidamerica.org with a tracking number and what you would like to exchange for so that we can process the exchange for you.

Return Shipping
To return your product, please email store@wateraidamerica.org with a tracking number and mail your product to:
Returns c/o WaterAid America
612 Corporate Way
Unit 2
Valley Cottage, NY 10989

The customer is responsible for paying shipping costs for returns. 

Shipping charges for delivery are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.

Delivery times for your exchanged product to reach you vary based on delivery location.

If you are shipping an item over $75, please consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. 

Exchanges
To exchange an item, please follow the the above instructions, but also let us know what you would like an exchange for!

Late or missing refunds
After we notify you that we have issued your refund, please check your bank account to see if your refund has processed. If you do not see the refund within 30 days, please contact your credit card company or your bank to see when the refund will officially post. If you’ve done all of this and you still have not received your refund, please contact us at store@wateraidamerica.org  with "refund" in the subject line so we can help you out.

Shipping your Order
Orders are processed within 2 business days from the time of order. Once an order is processed, it is pulled from inventory, packaged, and sent out for shipping. Upon scanning by the carrier, you will receive an email with tracking information for your package. If you do not receive a tracking email within 4-5 business days, please email us at store@wateraidamerica.org and we will look into the issue immediately. 

We do our best to keep shipping prices low, and will ship via whichever carrier can reliably deliver your package at the most affordable cost. 

Products in the physical items section will ship within the US only. 

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