Customer Service Hours
We pride ourselves on giving our customers the best possible service through our product knowledge and technical expertise and by making ourselves readily available by phone or email when questions arise. Although we may not answer the phone 24/7, rest assured that your email or phone call will be answered or returned by someone with extensive knowledge in the water treatment industry. We offer this expert assistance to ensure that our customers have the knowledge they need to select the right product and then to use it properly and successfully. Unfortunately, we are not able to offer this same technical support to callers who are not our customers and who have purchased their water treatment device from an outlet store, a mass retailer, a 'big box store' or discount location - in short, a re-seller who offers little, if any, 'after sales' support. We must reserve our time for our customers.
Monday – Friday 9:00am – 1:00pm Pacific Time (Except on Holidays or Special Occasions)
Shipping and Return Policy
Outback Water offers flat rate shipping for orders over $99.00 that are shipped within the Continental U.S.. This means orders shipped to HI, PR, AK and USVI will be charged normal shipping rates. APO and FPO addresses do not qualify for the promotional shipping rate.
Expected Transit Times Via Standard Shipping
Standard shipping within the continental United State: allow 5-10 business days
Standard shipping to Alaska, Hawaii and Canada: delivery time will vary based on selected service and on location.
Delivery delays due to inclement weather conditions are not the responsibility of Outback Water or the carrier.
Orders delayed due invalid payment or address information are not the responsibility of Outback Water.
Outback Water offers expedited shipping to its customers within the continental United States. IMPORTANT: when selecting any of the available expedited shipping methods Outback Water offers, which include UPS overnight, UPS 2nd & UPS third day air, your order will be processed and shipped the first business day following the order placement date. Business days are Monday through Friday and do not include holiday’s. Expedited shipping requests that are placed on Friday, Saturday or Sunday will not be processed and shipped until Monday. Deliveries on Saturday, Sunday or Holidays are not available.
Most items may be returned for a refund (less shipping charges) within 30 days of purchase. If you wish to return your order contact Outback Water by phone 844.377.7873 or email [email protected] to request an RMA (Return Merchadise Authorization) Form. We will email you an RMA form to be completed and returned to us. Once your RMA request form is approved we will issue you an RMA number.
All returned items must be in new, unused and unopened condition and contain all of the original parts, be shrink wrapped and any protective seals or components that were included as part of the original shipment must be in their original sealed and intact condition.
It is the customer’s responsibility to check for any damage upon the arrival of their package and the customer must notify Outback Water of any damage within 72 hours of delivery. Outback Water will not be liable for damaged packages if notification is not made within 72 hours of delivery. If damage occurs during transit and the damage appears to be the result of poor handling by the carrier it will be the customer’s responsibility to initiate a damage claim with the carrier.
Refunds will not be issued on any product that was damaged during installation - whether due to incorrect installation or mistreatment.
We do not refund shipping on returned items. Return shipping costs are the responsibility of the customer, FOB Eugene, OR 97405, unless the item returned is deemed defective or the item received and returned was not ordered. We encourage that any returns be shipped using a method or carrier who provides tracking information. If any return shipment is damaged we will be unable to offer a refund as the cost of the damage becomes the responsibility of the customer and/or the carrier. It is important to package all returns carefully to avoid any damages in transit.
If a return is requested after the 30 day grace period we will be unable to offer a refund or assign an RMA number authorizing that return.
If an address is provided that proves to be incorrect or undeliverable address, and the shipment is returned to Outback Water marked as such, the customer will be contacted to provide an accurate address. The customer will be responsible for any costs to reship the order. The shipping charges applied will be the actual cost to reship the order, any discount or special shipping offers will not apply.
Refunds are processed within 3-5 business days following receipt and inspection of the product. Allow an additional 3-5 days for bank processing before funds are received.
All UV systems are subject to a 20% restocking charge. Any 'built to order systems' cannot be returned for a credit or refund
All international orders will be shipped via UPS or USPS. All applicable import duties or taxes are the sole responsibility of the customer. Outback Water is in no way responsible for any delays, additional fees or taxes that any customs agency may impose or cause. It is the sole responsibility of the customer, prior to placing any order, to contact their local customs agency or broker to inquire about any fees that may apply to their order.
It is the customer’s sole responsibility to determine whether or not the product they purchase will be allowed into their respective country. Outback Water will not provide refunds for any product ordered and shipped that is later prohibited from entering the destination country by a customs agency.
Outback Water's regular return policy also applies to international national shipments. Outback Water will not pay any duties or taxes, regardless of the reason, for any shipment being returned from another country.
Any international order that is refused or is returned to Outback Water because it was not picked up by the customer will not qualify for a refund.
The State of California requires certain water treatment products making health claims to be tested and certified to standard set by the State. Many times NSF product testing certifications will meet these California standards. Some of the products we sell may not be specifically certified with the state of California or carry the NSF validation allowing only atheistic claims to be made on that product.
Out of Stock Items
We make every effort to process orders as quickly and as accurately as possible. Unfortunately there are times when we will be out of stock of an item you have on order - delaying the shipment. If this happens you will be notified by the phone or email using the contact information you provided with your order. We will do all we can to get the ordered shipped to you as quickly as possible - including a direct drop ship from one of our assembly locations if appropriate.
Warranties and Defects
All of the products sold by outbackwater.com are covered under a manufacturer warranty. This warranty information containing terms and conditions are included in the product box. We recommend all product registration information be completed and returned to the manufacturer. IMPORTANT: improper product installation, abuse or use of a product in a way for which it was not intended for will void your warranty. In the event of a filter or product failure, Outbackwater.com reserves the right to determine if operating parameters, such as water quality and proper product usage, were the cause of that failure. If it is determined that misuse caused the product to fail or to operate improperly no refund or replacement will be issued.
If you feel the product you received is defective, are uncertain about warranty coverage, and require assistance, contact OUTBACK WATER by phone 844.377.7873 or email [email protected].
Pricing or Photo Errors
We work hard to maintain accurate and up to date pricing and visual images on our web site outbackwater.com. Unfortunately we are human and occasionally do make pricing, product description or printed image mistakes. If a mistake is made on outbackwater.com impacting an order in process we will notify you immediately of the discrepancy and allow you to decide whether or not to proceed with your order. However we retain the right to refuse or cancel any orders where the price of a product is listed incorrectly. Outbackwater.com will have the right to cancel or refuse any such orders whether or not the order has been confirmed and the credit card has been charges. If a credit card is charged for the purchase and the order is canceled Outback Water will issue a credit to the credit card account for the amount of the incorrect price.
If any image on outbackwater.com is out of date Outback Water will ensure the most current model or product is sent, which may or may not be identical to the image that is displayed on the website.
Currently there is no sales tax in the State of Oregon.
Payments Other Than Credit Card
Outback Water accepts wire transfers, personal checks, cashier checks, money orders, and company checks. All funds must be in US dollars. Please allow up to 10 business days after receipt for the funds to clear. Once the funds have cleared your order will be processed. There is no guarantee of the availability of any product at the time payment is received or the funds have cleared.
Price Matching or Low Price Guarantee
Outback Water attempts to provide competitive pricing on all of the products we sell. If you would like to see if we can meet or beat a competitor’s price on any of the products we offer (assuning matching capacities and capabilities), please feel free to call us at 844.377.7873 or email at [email protected]. We will require proof of 'product match' and the lower price on your email or at the time of your phone call.
When you purchase something from our online store www.outbackwater.com, as part of the buying and selling process, personal data and information is collected which may include phone numbers, email address, home address and your name.
When you browse our online store www.outbackwater.com, we automatically receive your computer’s internet protocol or (IP) address in order to provide us with information that helps us know about your browser and operating system.
With your permission we may send you emails about our store, new products releases and other product related information.
How do we get your consent?
When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a shipment, or return a purchase, we imply that you consent to our collecting and using it for that specific reason only.
If we ask you for your personal information for a secondary reason such as email notification, or product marketing we will ask you directly for your express consent and provide you with the opportunity to say yes or no. WE DO NOT SELL OR SHARE YOUR PERSONAL INFORMATION WITH MARKETERS OR ANY OTHER AGENCIES.
If you provide us with your consent to notify you via, phone, email or US mail and at a later date elect to withdraw your consent please contact us via phone 844.377.7873 or email [email protected] with your request.
We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.
Our store is hosted on Big-Commerce.com. They provide us with the online e-commerce platform that allows us to sell our products and services to you.
Your data is stored through Big-Commerce’s data store, databases and the general Big-Commerce application. They store your data on a secure server behind a firewall.
If you choose a direct payment gateway to complete your purchase, then Big-Commerce stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After it is completed, your purchase transaction information is deleted.
All direct payment gateway adheres to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.
PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
Third Party Services
In general, the third-party providers we use will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us.
However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide them for your purchase related transaction.
For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.
In particular, remember that certain providers may be located in or have facilities that are located in a different jurisdiction than either of us. So if you elect to proceed with a transaction that involves the services of a third-party provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.
As an example: if you are located in Canada and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act.
To protect your personal information, we take reasonable precautions and follow industry 'best practices' to make sure it is not inappropriately accessed, lost, misused, disclosed, altered or destroyed.
If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with AES-256 encryption. Although no method of transmission over the internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.
Cookies or similar tools may be utilized on www.outbackwater.com as this technology allows us to provide you with tailored information relative to your interest when visiting our site.
By definition: Cookies are small text files which a website may put on your computer or mobile device when you first visit a site or page. You can accept or decline “cookies” by setting your browser to notify you when you are about to receive a cookie. Cookies serve many functions including remembering your user name and preferences, analyzing site performance, or helping us to provide you with relevant content. This information may also be used to improve our products and services or to improve your overall experience via our web site www.outbackwater.com.
Age of Consent
By using this site www.outbackwater.com, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or providence and you have given us your consent to allow any of your minor dependents to use this site.
If www.outbackwater.com is acquired or merges with any another company, your information may be transferred to the new owners so that it is possible to continue to sell product to you.
If you would like to access, correct, amend, delete or register a complaint regarding any personal information you have provided, or how you feel that information this is being used, please email us at [email protected] or call us at 844.377.9876.
In the process of offering information, www.outbackwater.com may elect to link to other internet web sites. These sites are owned and operated by third parties and outbackwater.com is not responsible for the operation of or content located on or within any such sites. Third party sites accessible through our site have their own data collection practices and privacy policies. Please contact these sites directly to obtain information on their specific policies.
Disclaimer of Liability
Outbackwater.com makes a conscious effort to provide accurate information to its customers. Ultimately it is the customer’s sole responsibility to choose the correct filter or system for their specific application. Outback water may offer advice on methods on how to treat common water problems and the technology best used to treat such water problems. The consumer of any product purchased from Outback Water agrees to hold Outback Water harmless of any product liability caused by improper system selection, manufacturer error, installation or design. Outback Water reserves the right to change or alter these terms and conditions at anytime without notice.