FREQUENTLY ASKED QUESTIONS

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.

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.

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.

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.

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

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.

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).

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.