Shipping, returns & refunds

This policy applies to Sentry H2O products purchased from Mountain Pure Water. Mountain Pure Water is an authorized Sentry H2O distributor, and Sentry H2O fulfills our product orders directly from its warehouse.

Shipping

• Orders usually ship within a week. Sentry H2O ships orders on Mondays and Thursdays, and whole-home systems usually ship on Fridays. Well-water whole-home systems ship after your configuration is confirmed with you.
• Free Ground shipping on every order, contiguous US. No minimum. Shipping is $10 to Alaska, Hawaii and Puerto Rico. We ship to US addresses only.
• Orders addressed to a PO Box ship by USPS.
• We will send a shipping confirmation with tracking when your order ships. Please allow up to 48 hours for tracking activity to appear.

If your order has not arrived within seven days after the shipping-confirmation email, call us at (435) 990-3778 with your name and order number so we can investigate.

Returns & refunds

We accept eligible returns requested within 30 days after delivery. Sealed and opened products have different restocking fees, as listed below; returned products must be in good physical condition.

• Before sending anything back, call Mountain Pure Water at (435) 990-3778 to request return authorization. Mountain Pure Water will issue the return instructions, including the correct return destination. Wait for those instructions before shipping a return.
• The customer is responsible for disconnecting the system and for all return-shipping costs. Installation charges are not refundable.
• Original shipping and handling charges and taxes paid are not refundable. Return shipping is not deducted twice: it is paid directly by the customer when the return is sent.
• The customer assumes the risk of loss or damage while a return is in transit. We recommend using a tracked and insured service.
• Non-whole-house products, sealed: shipping fees only; no restocking fee.
• Non-whole-house products, opened: 10% restocking fee.
• Whole-house systems, sealed: 10% restocking fee.
• Whole-house systems, opened or custom: 25% restocking fee.
• Returns requested after 30 days are subject to Sentry H2O review and may be subject to a restocking fee.

Eligible refunds are issued after the returned product has been received and inspected. Products damaged through improper installation, misapplication, abuse, overpressure, pressure spikes, freezing or unsuitable water conditions do not qualify for a refund.

Damaged orders

If your order arrives damaged, contact us as soon as possible at (435) 990-3778. Please have your order number and photos of the product and packaging ready. Mountain Pure Water reviews shipping damage, including broken fittings, case by case and coordinates the next steps. If a return is needed, we will issue the return instructions before you send anything back.

Warranty

Start a warranty claim with Mountain Pure Water at (435) 990-3778. We coordinate the manufacturer review and provide any return instructions. Please have your order number and a description of the issue ready; wait for our instructions before sending anything back.

• All Sentry H2O hardware carries a 1-year hardware warranty, with lifetime support.
• Cartridges and consumable media are excluded. There is no lifetime media warranty. Third-party accessories such as UV are subject to their manufacturer-specific terms.

Proof of purchase, proper installation and genuine Sentry replacement parts are required. The owner pays warranty freight, shipping/handling, removal/reinstallation, permits and related labor. Free outbound Ground shipping on new orders does not cover warranty or return shipping.

Warranty coverage may be denied when a product was improperly installed, damaged or abused. The warranty does not reimburse installation or setup charges, professional-service fees, property damage or other incidental expenses.

Questions

Call Mountain Pure Water at (435) 990-3778 for help with a shipment, return, refund or warranty claim. You can also review the manufacturer's published shipping, return and warranty terms.