We process orders the day they are taken. For Internet orders placed over the weekend, they will be processed on the first business day we are in the office. The following day, they will be sent to the warehouse for packing, and on the third day, they should ship. We ask that you would allow these 2 – 3 days for processing and up to 10 business days for delivery, depending on location.
The carriers that may be used are: U.S. Postal Service (USPS) for small items such as soap, face cream, water samples, etc. or FedEx Home/Ground Delivery for water packages such as single, 2 pack, 3 pack etc. For use of P.O. Box please see International/P.O. Box shipping policy. We are able to ship overnight or 2-day, but this requires calling our office directly. Calls must be made before 11:30AM EST if you would like your package express shipped. Additional S&H and other charges will occur. Do NOT e-mail regarding express shipping.
Shipping during the winter provides John Ellis Water with a large challenge. We strive to still ship products within 2 – 3 business days, but a delay may be caused due to winter weather. A delay in delivery may also be present by FedEx or USPS. Our products and packaging are different during the winter (Nov. 1 – April 1) and our ½ Gallon and 3 Liter bottles are NOT available. All Products will ship in freezable pint mason jars.
Breakage is not uncommon during the winter, if this occurs; please see our policy for Damaged/Broken Items. We offer ONE free wine bottle (unlabeled) during the winter while Mason jars are being shipped, this would allow you to transfer the water from the Mason jar to the wine bottle. This offer is by request only; you must ask for this free empty wine bottle. Additional wine bottles are available for purchase.
If you would like your water shipped in wine bottles, you must have it shipped FedEx Overnight. You will incur these shipping charges along with the $10.00 cost of a box liner for each box that is being shipped. There will also be a $10.00 rush fee for shipments being shipped the same day the order is placed.
INTL./ALASKA/HAWAII/P.O. BOX SHIPPING
All international, Alaska, Hawaii, and P.O. Box shipping is handled through USPS. Rates are typically higher through USPS. Customers wanting their order shipped to a P.O. Box (or simply through USPS) or customers ordering from another country, AK, HI, or any destination not located in the Contiguous 48 States, will need to cover additional S&H costs incurred.
If you would like to cancel an order, the cancellation must be made the same day you placed the order and we will void the transaction. If the order was placed over the weekend (when we are not in the office), you need to email or call by Monday or our first business day. If we are able to stop the order after the day it was processed and before it is packed, we will issue a refund in the form of a Money Order for the full amount of your order. Please allow 7 – 10 business days for the Money Order to be issued. We will NOT refund the amount back to your credit card; we are sorry for any inconvenience this may cause. If the order has already shipped, a cancellation is not possible.
We cannot accept returns on products for any reason. John Ellis Water works very differently for each individual, therefore results may not be exactly what you may hope for or expect. Due to the nature of our product, all sales are final.
Merchandise damaged during shipment must be reported to John Ellis Water within 3 business days of delivery date. Please call or email us to notify us of any damaged items. You need to email us at firstname.lastname@example.org with the following information before we will replace your order.
- Your name
- List of the items that were damaged
- Condition of the box (Crushed, wet, torn, etc.)
- Pictures of the broken items and/or the damaged box.
We make every attempt to send you what you order. If you find that you did not get something you ordered/something listed on your invoice, please contact us within 3 business days of delivery date. We will be happy to work with you to resolve the problem, but after 3 business days, we will be unable to replace any missing items.
Contact us by phone at 570 – 296 – 0214 or by email at email@example.com for questions regarding any of our policies.