Shipping & Return Policy

Company Name: The Untapped Source, LLC

This Shipping & Return Policy explains how orders are processed, shipped, and handled once delivered. This policy is written to comply with U.S. federal law and Massachusetts consumer protection regulations, including M.G.L. c. 93A. By placing an order with The Untapped Source, you agree to the terms outlined below.



Shipping Policy

Legal Compliance Disclaimer

All shipments originating from Massachusetts and delivered within the United States are subject to applicable federal and state laws. The Untapped Source complies with all relevant consumer protection, shipping, and commercial regulations. Nothing in this policy is intended to limit rights that cannot be waived under applicable law.

Order Processing

Orders are typically processed within 1–3 business days after payment is received, excluding weekends and holidays. Processing times may vary based on product availability, order size, or customization requirements.

Once your order has shipped, you will receive a confirmation email with tracking information when available.



Shipping Methods

The Untapped Source ships water treatment products using the most appropriate method based on size, weight, and destination.

Standard Carrier Shipping

Smaller items and certain systems are shipped via standard carriers such as UPS, FedEx, and USPS.

  • Transit times vary based on location and carrier

  • Tracking information is provided once shipped


Freight Shipping

Larger or heavier items (including but not limited to whole-house systems, tanks, and bulk media) require freight shipping.

  • Freight shipments are typically delivered curbside or to a commercial dock

  • Liftgate service, residential delivery, or inside delivery may incur additional charges

  • An adult must be present to receive and inspect freight deliveries

Customers are responsible for ensuring delivery access is suitable for freight shipments.



Shipping Costs

Shipping costs are calculated at checkout or quoted after purchase for freight shipments. In some cases, we may contact you to confirm freight charges before processing your order.



Shipping Restrictions

  • We currently ship to the United States only

  • We do not ship to P.O. Boxes for freight items

  • Some products may be subject to shipping restrictions due to size or regulations



Damaged or Lost Shipments

Standard Carrier Shipments

If your package arrives damaged or is lost in transit, please notify us within 48 hours of delivery.

Freight Shipments

All freight deliveries must be inspected at the time of delivery.

  • Note any visible damage on the delivery receipt before signing

  • Take photos of damage and packaging

  • Report issues to The Untapped Source within 48 hours

Failure to note damage at delivery may void the ability to file a freight claim. This requirement is consistent with carrier regulations and does not limit statutory consumer rights where applicable.

Return Policy

Consumer Rights Notice

This Return Policy is intended to comply with Massachusetts and U.S. consumer protection laws. If any provision of this policy conflicts with applicable law, the law shall control.

Return Eligibility

Returns may be accepted under the following conditions:

  • Return request is made within 30 days of delivery

  • Item is unused, uninstalled, and in original packaging

  • Item is in resalable condition

Custom-built systems, special-order items, and freight-shipped products may be eligible for return only with prior written approval. Customers are responsible for return freight costs and applicable restocking fees unless the item is defective or shipped in error.



Non-Returnable Items

The following items are not eligible for return unless approved in writing:

  • Installed or used products

  • Custom or special-order systems

  • Clearance or final-sale items

  • Media that has been opened or exposed to water



Return Authorization (RMA)

All returns require a Return Merchandise Authorization (RMA).



Return Shipping Costs

  • Customers are responsible for return shipping costs unless the item is defective or shipped in error

  • Original shipping and freight charges are non-refundable

  • Freight return shipping costs can be significant and are the responsibility of the customer



Refunds

Once the return is received and inspected:

  • Approved refunds will be issued to the original payment method

  • Refunds are processed within 5–10 business days

  • A restocking fee of 15% may apply



Defective or Incorrect Items

If you receive a defective or incorrect item, please contact us within 14 days of delivery. We will work with you to provide a replacement, repair, or refund as appropriate.



Contact Information

For questions regarding shipping, returns, or order status, contact:

The Untapped Source, LLC
Email: business@untapped-source.com
Phone: (978) 808-3819
Website: https://untapped-source.com/