Frequently Asked Questions
Ordering
What does "out of stock" mean?
The stock is sold out and we have no stock available currently. Please contact us if you want to know when will the items available.
My order has not been shipped for several days after I paid, what should I do?
Please verify that your payment is confirmed and the order was indeed placed. Other reasons may be a package delay or lost, extreme weather conditions or damage. Please check the tracking information on the delivery service website.
Sometimes your order will be judged as a risk order by the system. In this case, our customer service staff will contact you by email to confirm the situation before shipping. We cannot ship the goods until we get a reply from the customer. So please pay attention to your email.
In case of lost package, please contact our Support team, so we can determine the next steps. Please note we may require some extra information and/or time to sort out your situation.
Sometimes your order will be judged as a risk order by the system. In this case, our customer service staff will contact you by email to confirm the situation before shipping. We cannot ship the goods until we get a reply from the customer. So please pay attention to your email.
In case of lost package, please contact our Support team, so we can determine the next steps. Please note we may require some extra information and/or time to sort out your situation.
Can I cancel my order after payment?
We can cancel the order for you as long as it's not shipped out yet.
Usually this process takes 24 hours. Also if you contact us during that time but the package is already shipped, you can return it for a full refund.
Usually this process takes 24 hours. Also if you contact us during that time but the package is already shipped, you can return it for a full refund.
Why was my order partially shipped?
We have different warehouses, sometimes products cannot be sent together, and will be shipped from the corresponding warehouse separately.
The items are overweight and need to be shipped in different packages.
The item is out of production or stock for a long while, in that case we may ship the available parts to you first.
Lastly, the items are prepacked, so if you ordered several items or a combo, it'll be shipped in different packages.
Usually in this case, we will send email to you.
The items are overweight and need to be shipped in different packages.
The item is out of production or stock for a long while, in that case we may ship the available parts to you first.
Lastly, the items are prepacked, so if you ordered several items or a combo, it'll be shipped in different packages.
Usually in this case, we will send email to you.
SHIPPING
How can I track my order?
Once your order is shipped, you will receive an email from us containing the tracking information. This is also available in your "Order Details" page.
If you didn't receive it within the estimated time (please see our Shipping estimated dates for that information), please contact our Support team for assistance.
If you didn't receive it within the estimated time (please see our Shipping estimated dates for that information), please contact our Support team for assistance.
What's the shipping origin?
The package will be shipped from the warehouse closest to your location in USA and DE.
How do I change my delivery address?
Please contact us within 24 hours, as soon as you realize you need to change the delivery address. Once the order is shipped, we CANNOT change the address. Please contact our support team to help you.
How to cancel my order before the item is shipped?
(1)Please email to support@ecovivafilters.com, you will get the refund after our service team receives your request. (This may take up 1-3 days, thanks for your patience and understanding.)
(2) How to cancel my order when the item has been shipped?
If you contact our service team within 24 hours and the item is shipped, we could offer you a free return label and you will get the refund after we receive the item back.
If you want to cancel the order after it has been generated for more than 24 hours and shipped, you need to bear the extra return fee.
Please email to service@waterdropfilter.com, you will get the refund after our service team receives your request. (This may take up 1-3 days, thanks for your patience and understanding.)
(2) How to cancel my order when the item has been shipped?
If you contact our service team within 24 hours and the item is shipped, we could offer you a free return label and you will get the refund after we receive the item back.
If you want to cancel the order after it has been generated for more than 24 hours and shipped, you need to bear the extra return fee.
Please email to service@waterdropfilter.com, you will get the refund after our service team receives your request. (This may take up 1-3 days, thanks for your patience and understanding.)
Payment
When payment page displays an error, what should I do?
If the payment page displays an error, please double check the information typed, such as CVV, Expiration Date, and Credit Card numbers. Also make sure you selected the correct payment form, If everything is correct, please try to reorder. In case the error keeps showing up, please try using another device such as cell phone or even different browser.
How can I use my Coupon Code?
You can apply coupons to your order at checkout. There is a tab at the right of the screen (PC view) where you can type it in. Once you do it, click “apply” and the discount will automatically adjust your order total.
If you encounter any issue, please check our Section "Ordering: My coupon code doesn't work, what's happening?" for further troubleshooting.
If you encounter any issue, please check our Section "Ordering: My coupon code doesn't work, what's happening?" for further troubleshooting.
Does Waterdrop charge any fees for credit card payment?
Ecoviva does not charge fees of any kind, but some credit card companies will charge a currency conversion fee. Please consult your credit card provider for more information.
Product & Other
What is reverse osmosis water filter?
Reverse osmosis water filter is a type of water filtration system that uses polypropylene, activated carbon and reverse osmosis membrane to remove sand, rust, odors, contaminants, impurities, and particles from water. It works by applying pressure to the water, forcing it through the membrane which allows only water molecules to pass through while blocking larger molecules like heavy metals, chemicals, and bacteria. This process helps to provide clean, purified drinking water by effectively removing a wide range of contaminants.
How long is the life of the filter cartridge?
Regarding the frequency of replacing the filter, the typical lifespan of the filter is approximately one year under normal usage conditions. However, it's important to note that the actual lifespan can vary depending on the quality of the water being filtered. If the water quality is poorer, the lifespan of the filter may be shorter.
How long does the product support the warranty?
Our reverse osmosis is with a 1-year warranty and an extended 1-year warranty (need to contact our official email support@ecovivafilters.com for extending 1-year warranty).
What does 3:1 pure to drain ratio mean?
The 3:1 mentioned here is like filtering out 3 clean water will produce a cup of wastewater, and this cup of wastewater needs to be replaced with a new water source before work can be resumed.
In addition, another point to note is that when the ratio of clean water in the bottle to the wastewater in the water tank is equal to or less than 3:1, the alarm will sound again and it will not work properly. Because at this time, the wastewater in the water tank cannot be reused, and the water source needs to be replaced.
In addition, another point to note is that when the ratio of clean water in the bottle to the wastewater in the water tank is equal to or less than 3:1, the alarm will sound again and it will not work properly. Because at this time, the wastewater in the water tank cannot be reused, and the water source needs to be replaced.
What does the Source TDS and Pure TDS means?
Source TDS refers to the TDS value of raw water that goes into the machine instead of the TDS value of raw water in water tank, since the waste water will go back to the water tank while producing pure water, thus the TDS value in tank is different from the Source TDS value, if you use a individual TDS meter to test the water in tank, you will find it.
Pure TDS refers to the TDS value of output pure water, there might be a little difference in comparison between it and the value you use a individual TDS meter to test, but it is a normal phenomenon, since it might be influenced of different manufactured standard.
Pure TDS refers to the TDS value of output pure water, there might be a little difference in comparison between it and the value you use a individual TDS meter to test, but it is a normal phenomenon, since it might be influenced of different manufactured standard.