FREQUENTLY ASKED QUESTIONS

Got questions? Our Frequently Asked Questions page is here to provide the answers. If you need further help please don’t hesitate to contact us.

How do I track my order?

Once your order is shipped, you will receive an email from us containing the tracking information. This email will provide you with a tracking number and a link to the carrier's website where you can track your package. Additionally, you can view the tracking information by logging into your account and navigating to the "Order Details" page. From there, you can view the status of your order and track its progress. If you have any questions or concerns about your shipment, please don't hesitate to contact us for assistance.

What if the product is out of stock after purchasing?

There may be times when we have issues with quantity and quality testing of our stock and we are unable to supply you with faulty products, in which case we may have to cancel your order. We will notify you in advance so that you do not have to worry unnecessarily about your order and you will be refunded once our team confirms your request.

Do I need to pay the sales tax?

Our warehouses located in the USA, which means that there are no import or custom duties or taxes charged on orders shipped within the USA.

However, sales tax is calculated on the total merchandise value net of any discount. This means that if you use a discount code or coupon, the sales tax will be calculated on the reduced amount.

Additionally, the total taxes charged may include county tax and city tax, if applicable in your city. These taxes are added to the sales tax and are charged based on your shipping address.

How soon will I receive my order?

Our delivery times are based on the shipping method chosen at checkout and the destination of the order. Standard shipping usually takes between 1-7 business days, while expedited shipping takes 1-3 business days. However, please note that delivery times may be affected by factors outside of our control, such as weather, carrier delays, or other unforeseen circumstances. If you have any concerns about the delivery of your order, please contact us and we will do our best to assist you.

How do I cancel my order?

At PUREPLUS Filters, we strive to fulfill orders as quickly as possible, which may make canceling an order difficult. If you need to cancel your order, please contact us through our website or by sending an email to service@pureplusfilter.com. We will make every effort to stop the order before it ships.

However, if the order has already been shipped out, we cannot cancel it for you. In this case, you may choose to return the unopened products to us and we will refund your money upon receiving the returned item(s).

For more information on our return and refund policy, please refer to the Return & Refund Policy section of our website.

How soon will I receive my refund after submitting the refund request?

After receiving your request or packages, it may take up to 1-7 business days to process your refund. Please note that this timeline may vary depending on your payment method and financial institution. Once your refund has been processed, it may take additional time for the funds to appear back in your account. If you have any questions or concerns about the status of your refund, please contact our customer service team for assistance.

For more information on our return and refund policy, please refer to the Return & Refund Policy section of our website.

I bought the wrong filter, can I exchange it?

PurePlus always values your experience. If the product is needed to exchange, we will be willing to find the correct one for you, you just need to return the product by using the return label we provide;
if there is no suitable product for you, depending on the actual situation, we will issue a refund for you. Get more details on RETURN & REFUND POLICY

What should I do if there is a problem with my product after use

We know that it is really a headache to have problems when using, but don‘t worry! contact our technical and customer service team immediately, our professionals will answer your questions ASAP after receiving your questions. You can contact us through the following ways.

What payment methods can I selected?

PUREPLUS accepts PayPal and Credit Card. Please read the Payment Poilcy to learn more payment information.

Should I turn off the water valve when I change the filter?

This filter does not require to shut off the water. However, it is recommended to turn off the water valve to de-pressurize if customers have difficulties removing the old existing filter or installing the new filter.

Do I need to flush the filter after installation?

The new filter should be flushed for at least 2 minutes to condition it and discard the first two batches of ice before using. The water filter is made from coconut shell activated carbon block, harmless charcoal residuals and fines can be found in the new filter. The flush process will remove carbon fines out of the system.

How to find a replacement cartridge for my pool or spa?

If you already know your filter cartridge's part number or the replacement number, you can use the search the part number on our product page to quickly confirm whether the filter is compatible. If you do not know the replacement part number for your cartridge, then choosing the right cartridge can be accomplished by measuring your existing one. Use the following steps as a guide:

  • Measure the outside diameter of the cartridge in inches (+/- 1/16).

  • Measure cartridge length from end cap to end cap (+/- 1/16). Exclude any handles or extensions.

  • Identify the correct top and bottom type. If the top and/or bottom is open, measure the inside diameter of the opening (+/- 1/16th inch). If the end cap is closed make note of its identifying features (i.e. “Handle”, “Cone”, etc.).

  • Make note of the manufacturer and model number of the filter into which the replacement cartridge will be installed.

  • Take note whether or not there is a center core (PVC pipe in center).

What should I do if your filter cartridge looks different from what I am using?

Every brand may have its own design but the key part of the filter should be the same as the filter you are using. Please do try the installation.

We are here to ensure our products will bring joy to you and your family! If there is anything you are not happy with or would like us to improve on,
please let us know by sending an email at service@pureplusfilter.com!

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