Aquapure

Live Chat Call us at 1(800)-222-7880 Register My Product

CUSTOMER SERVICE FAQS

My Account

Q: How do I create an account?
A: Click on the Register link at the top of the screen. Complete the required information and click Create. Click on Edit to provide your Personal Information. You can set your preferred method of contact at this point. You will be asked to set a reminder preference. This is so that we can provide you with reminders that your filter change is approaching.

Q: How do I edit My Account information?
A: Click on Log In. This will take you to your Personal Information Page. Click on Edit and make the appropriate changes.

Q: I forgot my password.
A: Click on Log In. In the lower left hand part of the screen, there is a place to request your password. It will be sent to the email address you provided when you created the account.

Order Status

Q: Has my on-line order shipped?
A: When your order ships, we send a confirmation email. In addition, you can check order status in the My Account section.

Q: How do I track my order?
A: When your order ships, we send a confirmation email with the tracking number in it. Visit UPS.com and input that tracking number. In addition, you can check order status in the My Account section.
 
Q: When will my backorder arrive?
A: Call 1(800) 222-7880 to speak with a 3M Purification Customer Service representative to determine the status of backordered products.

Q: How do I cancel my order/item?
A: If you want to cancel your order within two hours of having submitted your purchase request, you can visit My Account and cancel your order in the Order History section. After two hours, you will need to call 1(800) 222-7880 to speak with a 3M Purification Customer Service representative.

Q: Can you help me answer other Questions about my order status?
A: Call 1(800) 222-7880 to speak with a 3M Purification Customer Service representative.

Shipping/Delivery

Q: What do I do if an item is missing from my shipment?
A: If a portion of your shipment is missing, please call 1(800) 222-7880 to speak with a 3M Purification Customer Service representative immediately. They will arrange to have the missing components shipped to you immediately.

Q: What do I do if my product is missing parts?
A: If your product is missing some of its components, please call 1(800) 222-7880 to speak with a 3M Purification Customer Service representative immediately. They will arrange to have the missing components shipped to you immediately.

Q: What if my item is received in damaged condition?
A: We will replace any defective product(s) within 30 days of original purchase with a new product of the same model. To report defective products, please call 1(800) 222-7880 to speak with a 3M Purification Customer Service representative within 30 days of your purchase.

Q: When will my order ship?
A: Your order will ship as soon as possible; however, order processing takes 3-5 days. When you select expedited shipping, the order processing time remains the same.

Q: Can I track my package?
A: When your order ships, we send a confirmation email with the tracking number in it. Visit UPS.com and input that tracking number. In addition, you can check order status in the My Account section.

Pricing/Billing

Q: What are my payment choices?
A: We accept American Express, Discover, MasterCard and Visa.

Q: When will my credit card be charged?
A: Your order will not be charged to your credit card until it has shipped.

Q: Why can't I edit my credit card information?
A: To ensure protection of your financial information, you cannot edit existing credit card information, including updates to your expiration date. If there are any changes you need to make to your stored credit card(s), please delete the existing or expired card and re-add it with the correct or updated information.

Q: When will my credit appear on My Account?
A: Credits to your account will appear in 4-6 weeks.

Q: What do I do if I have a question on my charges?
A: Call 1(800) 222-7880 to speak with a 3M Purification Customer Service representative.

Q: How do I use a coupon or promotional code?
A: There is a location in the Shopping Cart to input Promotional Codes and Coupon Codes.

Returns

Q: How do I return my product?
A: To return product for any reason other than defect, call 1(800) 222-7880 to speak with a 3M Purification Customer Service representative within 30 days of your purchase. You will receive an RMA number and instructions about how to return the item(s). The product must be unused, in the original packaging and must contain all of the original components. We will not accept any products that have been used, damaged or are otherwise not able to be resold. It is critical that you call and receive an RMA number prior to returning any product. Packages that arrive without an RMA number cannot be linked to a specific customer and will be discarded. We do not refund shipping on returned products.

Q: What do I do if I received the wrong product?
A: If you receive the wrong item, please call 1(800) 222-7880 to speak with a 3M Purification Customer Service representative. They will arrange to have the wrong product picked up. In addition, they will arrange for expedited shipment of the correct product.

Customer Service

Q: What is your Privacy Policy?
A: 3M Global Privacy Policy.

Q: How can I contact you?
A: You can contact us by e-mail, phone or regular mail. Click here for contact details.

Product Installation (Not available in all areas)

Q: How do I arrange for product installation?
A: Many filtration products can be installed by the homeowner. If you are unsure of installing your filtration product, please contact a local licensed plumbing contractor in your area for installation of your filtration system.

Q: Does 3M Purification Inc. offer installation on filtration products?
A: Not at this time.

Filter Replacement Subscriptions

Q: How can I change my replacement filter subscription?
A: Click on Log In. This will take you to your Personal Information Page. Click on Edit and make the appropriate changes. You can also call 1(800) 222-7880 to speak with a 3M Purification Customer Service representative.

Q: How do I cancel my filter replacement filter subscription?
A: Click on Log In. This will take you to your Personal Information Page. Click on Edit and make the appropriate changes. You can also call 1(800) 222-7880 to speak with a 3M Purification Customer Service representative.

Filter Replacement Email Reminders

Q: How can I change my filter replacement email reminders?
A: Click on Log In. This will take you to your Personal Information Page. You can adjust the email reminder at the bottom of that page. You can also call 1(800) 222-7880 to speak with a 3M Purification Customer Service representative, who can make the change to your filter replacement email reminders.

Q: How do I cancel my filter replacement email reminders?
A: Click on Log In. This will take you to your Personal Information Page. You can adjust the email reminder at the bottom of that page. You can also call 1(800) 222-7880 to speak with a 3M Purification Customer Service representative, who can make the change to your filter replacement email reminders.

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