Frequently Asked Questions


How do I process a return?

All returns are free. To make a return, complete the steps below.

  1. Fill out the return form (click here).
  2. Once completed we will email you a shipping label.
  3. Once received you just need to print it and apply to your shipping box and mail.
  4. Once your return is received and inspected we will process your return.


I bought the wrong filter, can I exchange it?

Unfortunately we do not offer exchanges for products at this time. If you wish to return a filter, contact Customer Service for a return label or complete the form here. Once you have the return label you can return the product, get your money back and buy the correct filter.

  1. Product must include original packaging.
  2. Custom made filters are non-refundable.
  3. Returned items should be in the same condition that you received them.
  4. Once your return is received and inspected we will process it within 7 days.
  5. Note that your credit card company may not post the credit to your account for an additional 2-10 business days.
  6. We reserve the right to refuse any returns.


When I make a return, when should I expect my money?

When you make a return, you will have to wait until we receive and inspect the product. Once this process is completed, you can expect to get your money back within 7 days. Note that your credit card company may not show the returned amount for 2-10 business days.


What are my shipping options?

We use PuroPost / CanadaPost as our shipping method. Your package will leave our Indianapolis, IN warehouse via PuroPost destined for Mississauga, ON.
Once your package arrives in Mississauga it will be transferred to the CanadaPost network.
CanadaPost will then take your package the rest of the way to your address for final delivery.


How soon will I receive my order?

Your order should arrive within 2-10 business days.


How do I track my order?

To track your fridge filter or air filter order, click here.  Then enter your order number and ship to zip code and you will receive an email containing a secure link to view your order.


When will my filter be shipped?

We provide same day shipping for orders placed before 2pm (EST). If your order was placed after 2pm, you will be sent an email letting you know when your order has been shipped, as well as when your order is expected to be delivered.


I did not get my order confirmation email

When you place an order on our website, we immediately send you an order confirmation via email which serves as your confirmation and receipt for your order. We also send an email with tracking information when we ship your order. 

If you did not receive either of these emails described above, we would suggest that you check your "spam", "junk mail", "clutter", "promotions" areas of your email account first. 

If you still don't see your confirmation email(s), please send us a message at [email protected] or visit the customer service page on our site here.

 


How do I know which water filter I need?

When you use our fridge filter finder, we help you figure out which water filter is right for your refrigerator. As long as you know your refrigerator brand, model, the location of the filter, and how it unlocks, we’ll lead you to the correct refrigerator water filter.


What’s the difference between OEM & aftermarket filters?

An OEM or original equipment manufacturer product is made and sold by the same manufacturer as the original equipment. An example would be Maytag’s UKF8001 water filter that comes standard in Maytag refrigerators. Aftermarkets are made by many different manufacturers and are designed to replace the original product. Aftermarkets usually possess quality comparable to the OEM, at a lesser cost.


How do I install my fridge filter?

Installation steps depend on what type of refrigerator water filter you have. Most filters usually require unlocking the old filter by rotating it counterclockwise, pulling it out, and then turning the new filter in the opposite direction to lock it. But, we have specific installation instructions on each product page.


How do I reset the filter change light on my fridge?

Contrary to popular belief, filter change lights have nothing to do with a faulty water filter. These lights are actually set on a timer. The average fridge filter life is 6 months, so after resetting, the light is designed to turn red 6 months later. Resetting your filter reset light will vary on the refrigerator brand and model.


How often do I need to change my water filter?

The average life of a water filter is 6 months or 500 gallons of water, whichever comes first. Most likely, you aren’t counting gallons so 6 months is what most people go by. Depending on how harsh your tap water is, you may need to replace your refrigerator water filter sooner. If you notice a change in the smell, taste, or look of your filtered water, the filter most likely needs to be replaced.


What does activated carbon mean?

Activated carbon is a specially processed form of carbon used for filtration purposes. This activated carbon comes from a few different natural materials such as coal, coconut shells, and wood. After being exposed to an oxidizing agent, the carbon becomes activated and attracts small particles. Its surface is made of many tiny pores, increasing its overall surface area significantly.


What kind of contaminants are in my drinking water?

Your tap water is susceptible to many different contaminants during its journey to your fridge. Water treatment facilities are designed to disinfect your water to remove waterborne pathogens. However, minute traces of chlorine can still be present in your drinking water, leaving a weird aftertaste. According to the EPA, herbicides, copper, asbestos, dirt, sediment are just to name a few of the contaminants that can be found in your drinking water. 


How do I find alternative water filters?

To find alternative filters, type in the name of your current filter into our ‘Find a filter’ search bar (located at the top right of the page). Your filter will appear on the screen below and you will need to scroll down to the ‘Cross Reference’ section of the page. This section has all of the alternative filters that can work to replace your current filter.


Do water filters have an expiration date?

Most of our filters have an expiration date of six months to a year. The lifespan of a filter can fluctuate due to the amount of water that passes through. If filters are not replaced for a long period of time, it can stop working properly and allow for bacteria to build up inside the filter or other contaminant to get into your drinking water. Be sure to pay attention to when your filter needs to be replaced for optimal performance.


Can I get a disease from the drinking fountain?

Many people believe that drinking fountains contain thousands of germs and chemicals on the spigot and in the water. However this is not true. The most germs that humans encounter when drinking from a water fountain are those parts touched most by human hands (i.e. push button, sides of water fountain, etc.). Therefore you cannot get an actual disease by drinking from a drinking fountain.


What is an OEM refrigerator water filter versus an Aftermarket filter?

Many people may think OEM and Aftermarket products are the same, however, they are quite different. OEM stands for Original Equipment Manufacturer. These are the products that the original company has made, for instance, an OEM Whirlpool filter is made by Whirlpool and is typically heavily tested to meet NSF/ANSI standards and certifications. Aftermarket water filters are produced by other companies than the original maker. One of the main differences between these two types of products is that Aftermarket products tend to be less expensive and has the same quality of OEM products.


How to a flush fridge water filter?

It is important to flush your fridge water filter before you put it to use. The reason for flushing the filter is to activate the carbon in the filter, which then traps harmful pollutants in the tap water from getting into your drinking water. Follow these easy steps to flush your filter:

 

  1. Find a large bucket or container (one that can fit the water dispenser or filter for the fridge).
  2. Place 1 gallon of water in the container. (If you are using cups: four cups equal one quart and four quarts equal one gallon).
  3. Run the water through the filter. Submerge the water filter in the water.
  4. Repeat steps 1-3 until you have flushed 3-5 gallons of water (you will need to run 3-5 gallons of water before using your filter)
  5. Once the water has gone through the filter, discard the water into the sink.

 

**If your refrigerator doesn’t have a water dispenser, discard by using two batches of ice.

 

Find out more on how to flush your water filter, from this post.


Why do you need to change your water filter?

Water filters should be changed every 3-6 months. The reasoning for these fridge filters is for them to trap large contaminants and prevent them from getting into your drinking water. Over time, these impurities can start to build up and eventually cause several health issues. Water filters help reduce the amount of impurities found in drinking water to leave your family with safe, clean and great tasting water.


What is the NSF/ANSI certification?

Many products can have multiple certifications. We have a certification for water filters that is the NSF/ANSI.  After the product has been tested and verified to operate at high standards; the NSF/ANSI certifications assure that your water filter is fit for use in the USA, Canada, and Many other countries. If a product holds this certification, rest assured that your water will be safe to drink.


How do I reset my refrigerator filter light?

To reset your refrigerator filter light, follow these easy steps:

  1. Locate your filter
    1. Amana – Press the “Auto” and “Dispenser Lock” buttons and hold until the water filter status indicator light flashes.
    2. Frigidaire – Press the “Reset” button and hold. This causes the indicator light to flash.
    3. GE (General Electric) – Press and hold for 10 seconds the “Reset” button.
    4. HotPoint – Press and hold for 10 seconds the “Reset” button.
    5. Jenn-Air – Press the “Light” and “Lock” buttons and hold. This lasts for about 5-10 seconds or until the filter light flashes.
    6. Kitchen Aid – Press and release the “Light” button 5 times quickly.
    7. Maytag – Press the “Light” and “Lock” buttons and hold. This can take up to 5-10 seconds or until the filter light flashes.
    8. Samsung – Press and hold the “Ice Type” and “Child Lock” buttons at the same time for 3-5 seconds. (Ice Type can be ‘Cubed’ or ‘Crushed’).
    9. Whirlpool – Press and release the “Light” button 5-6 times quickly. This looks like a small plunger, and is located at the top or bottom of the door (i.e. where the door closes).
  1. Flush water through the filter. These will help activate the carbon in the filter to make sure it will trap harmful chemicals found in your drinking water.

 

In general, the filter light allows you to know how the filter is working. If the light is green, the filter is working properly and does not need to be changed. If the light is yellow, the filter is in the middle of its life expectancy. Once the filter is red, it is time to change your filter soon.


Do refrigerator water filters work?

A common question is do refrigerator water filters really work? The answer, absolutely! Water filters work by removing a large portion of harmful contaminants that can exist in your tap water. Tap water can contain lead, rust, sediment and many more pollutants in it that can undetected by our sense. Refrigerator water filters use their highly advanced technology, activated carbon, to remove these impurities to leave your household with fresh, clean and healthy water. To ensure a filters optimal performance, replace the filter every 3-6 months.


What are the contaminants in my drinking water?

There are thousands of chemicals that can be found in your drinking water. Most people don’t know where these chemicals come from or their potential health effects. To help, we created a water contaminants list provided by the EPA to show you the chemicals and how to keep your household save.