Shipping policy

SHIPPING POLICY

Thank you for choosing First Water Lab. We work to process and ship orders quickly while keeping you informed throughout delivery.

Order Processing

Most in-stock orders are processed and shipped within 24–48 business hours after the order is placed.

Business hours are Monday through Friday, excluding federal holidays. Orders placed after business hours, on weekends, or on holidays begin processing on the next business day.

Processing time refers to the time required to prepare an order for shipment. It is separate from the time the shipping carrier takes to deliver the package.

During product launches, promotions, holidays, severe weather, or periods of unusually high order volume, processing may take longer. We will contact you if a significant delay affects your order.

U.S. Shipping

First Water Lab offers free standard shipping on eligible U.S. orders unless otherwise stated at checkout.

Most U.S. orders are estimated to arrive within approximately 5–7 business days from the date the order is placed.

Delivery estimates are not guaranteed. Actual delivery time can vary based on:

  • Delivery location

  • Carrier volume

  • Weather conditions

  • Holidays

  • Transportation disruptions

  • Address accuracy

  • Events outside the control of First Water Lab

Any available expedited shipping options and associated charges will be shown at checkout.

Shipping Confirmation and Tracking

After your order ships, you will receive a shipping-confirmation email containing your tracking information.

Tracking information may take up to 24–48 hours after shipment to begin showing movement in the carrier’s system.

Please review your email address carefully during checkout so that you receive order and shipping updates.

Order Changes and Cancellations

We begin processing orders quickly.

To request an address change, product change, or cancellation, contact:

Orders@firstwaterlab.com

Please include your order number and the requested change.

We will make a reasonable effort to assist, but we cannot guarantee that an order can be changed or canceled after it has entered processing or been transferred to the shipping carrier.

Once an order has shipped, it cannot be canceled. Eligible products may be returned under our Return and Satisfaction Policy after delivery.

Incorrect or Incomplete Addresses

Customers are responsible for providing a complete and accurate shipping address during checkout.

First Water Lab is not responsible for delays, failed deliveries, or packages returned because of:

  • An incorrect street address

  • A missing apartment, suite, or unit number

  • An incorrect ZIP code

  • An outdated address

  • An address that the carrier cannot verify

  • Failure to collect or accept the package

If an order is returned to us because of an incorrect or incomplete address, we will contact you regarding available reshipment or refund options.

Additional shipping charges may apply before an order is reshipped.

Please contact us immediately if you notice an address error. We cannot guarantee that changes can be made after fulfillment begins.

Shipping Delays

Shipping and delivery dates are estimates unless explicitly stated otherwise.

If we learn that we cannot ship your order within the time originally promised, we will contact you with an updated shipping estimate and available options.

Depending on the circumstances, you may choose to:

  • Accept the revised shipping date

  • Cancel the unshipped order

  • Receive a refund for the unshipped order

Carrier delays that occur after an order has shipped may be outside the direct control of First Water Lab, but we will help you review available tracking information and determine the appropriate next step.

Lost or Missing Packages

If tracking shows that your package is still in transit, allow the carrier additional time to complete delivery.

If tracking has not updated for several business days, contact:

Orders@firstwaterlab.com

Include your order number so we can review the shipment.

If tracking shows “Delivered” but you cannot locate the package:

  1. Confirm that the shipping address on your order is correct.

  2. Check around your front door, garage, side entrance, mailbox, parcel locker, and other secure delivery areas.

  3. Ask household members, neighbors, front-desk staff, or property management whether they accepted the package.

  4. Allow up to two business days because some carriers mark packages delivered shortly before final delivery.

  5. Contact the shipping carrier directly using the tracking number.

After completing these steps, contact us if the package is still missing.

We will evaluate the shipment and assist with an appropriate carrier inquiry or resolution. A replacement or refund is not guaranteed when carrier tracking confirms delivery to the address provided, but each case will be reviewed individually.

Damaged Packages or Incorrect Items

Please inspect your order after delivery.

Contact Orders@firstwaterlab.com as soon as possible if:

  • The package arrives damaged

  • The product appears damaged or defective

  • An item is missing

  • You receive the wrong product

Include:

  • Your order number

  • A description of the issue

  • Clear photographs of the product

  • Clear photographs of the shipping box and packaging

  • A photograph of the shipping label

Do not discard the product or packaging until we complete our review.

Approved claims may be resolved through a replacement, refund, or another appropriate solution.

Split Shipments

Orders containing multiple products may occasionally be shipped in separate packages.

If this happens, you may receive more than one shipping-confirmation email and more than one tracking number.

You will not be charged additional standard shipping solely because an order is divided into multiple shipments.

Subscription Shipments

Subscription orders are processed according to the delivery schedule selected by the customer.

The payment method on file is charged when the recurring order is processed. After processing begins, we may not be able to cancel or change that shipment.

To avoid an unwanted recurring shipment, subscription changes—including skips, pauses, rescheduling, or cancellations—must be completed before the next order processes.

Each subscription shipment is subject to the shipping timelines and terms stated in this policy.

Canceling a subscription stops future eligible renewals but does not automatically cancel an order that has already been processed or shipped.

Preorders and Backordered Products

Products identified as preorder, backorder, or made available with a future shipping date will ship according to the estimate shown on the applicable product page or during checkout.

If an order contains both in-stock and preorder or backordered products, the items may ship together or separately.

We will contact you if the expected shipping date changes materially.

International Shipping

First Water Lab currently ships to the destinations made available during checkout.

When international shipping is available, customers are responsible for any customs duties, import taxes, brokerage charges, or other fees imposed by the destination country unless checkout explicitly states that those charges are included.

International delivery estimates may vary because of customs processing and local-carrier delays.

First Water Lab cannot control or guarantee customs-processing times.

Refused and Undeliverable Shipments

If a package is refused, unclaimed, or returned as undeliverable, we will contact you after it is received back at our facility.

Any approved refund may exclude:

  • Original expedited shipping charges

  • Return-to-sender fees

  • Customs duties

  • Carrier charges

  • Additional reshipping costs

This does not apply when the shipment was returned because of an error made by First Water Lab.

Contact Us

For shipping, delivery, tracking, or order questions, contact:

First Water Lab
Orders@firstwaterlab.com

Please include your order number so we can assist you efficiently.