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(844) 425-5292

Shipping Policy

We provide free delivery on all products placed via our web store. Orders are submitted to our fulfillment service the day you place your order. Once we've received your order, it will be reviewed and submitted to our warehouse/fulfillment center for processing and completion within 24-48 hours. We also determine the BEST shipping method based on your address so if we're shipping to a business, please let us know. You'll then receive a tracking number by email when it's shipped.

Note: in many cases we will contact you by phone prior to shipping your product(s) to make sure we're a good fit for you - especially if you order an UltraStream.

Alkaway USA Refund Policy

At AlkaWay USA, we are committed to providing high quality products and services. In the event that you are not satisfied with your purchase, this refund policy explains how and when a refund will be given.

  • All products sent back to Alkaway USA MUST include a completed and signed Returns & Refund Sheet and a RA# (Return Authorization Number). These can be obtained by emailing us. WISE of you to contact us first to ask questions or call us at 844-425-5292.

We ask that you please choose carefully before making your purchase, as we do not give refunds if you simply change your mind or make a wrong selection.

Consumers may ask for a refund if the goods purchased:

  • Purchased products that have been used by the consumer will not be refunded, they will be repaired or replaced. Products that are faulty before use by the customer will be refunded.
  • Do not match the sample the consumer was shown, or
  • Do not fit their description.
  • All products sent back to AlkaWay USA must include a Returns & Refund Sheet & a RA#.
  • AlkaWay USA will charge a 15% restocking fee on returned goods

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Returns & Refund Sheet and RA# (Return Authorization Number)

We ask that you please choose carefully before making your purchase, as we do not give refunds if you simply change your mind or make a wrong selection.

  • All products sent back to AlkaWay USA must include a completed Returns & Refund Sheet and a RA#.
  • These can both be obtained by emailing us.
  • AlkaWay USA will not receive a returned product without a Return Authorization Number (RA#)
  • AlkaWay USA is not responsible for any returned lost shipment; we highly recommend using a tracking number for return delivery.
  • Please note: Return/Exchange shipping charges are the responsibility of the customer.

UltraStream Warranty Repairs

Please contact us directly or visit our support site before doing anything else. Often we find there is nothing wrong with the unit and the problem scan be easily solved over the phone or through email. If you do need to submit a Warranty Request then please complete this form.

Cancelling a transaction

Call us and we will check if your order has been dispatch, if so we will cancel your order and give you a complete refund. If the order has already been dispatched then you will need to use the Refund method. We can offer a full refund if unopened but customers are responsible for shipping charges.

UltraStream 3 Year Extended Warranty Terms and Conditions

Terms and Conditions of Warranty for repair of your UltraStream Hydrogen Rich, Alkaline Water Ionizer under the 3 Year Extended Warranty is as follows:

  • It is a condition of the 3 Year Extended Warranty that you agree to replace the filter cartridge at least every twelve (12) months. Visit this page to get a replacement cartridge.
  • You must contact us to receive return instructions including a Return Authority Number (RA#). We cannot receive returns without an RA#. The cost of freight is the purchaser’s responsibility.
  • If a fault is reported within 14 days from the purchase date of the UltraStream, AlkaWay USA will replace it with a brand new unit.
  • An UltraStream that has been used by the consumer will not be refunded; it will be repaired or replaced.
  • UltraStreams that are faulty before use by the customer will be refunded.
  • Your UltraStream Alkaline Water Ionizer comes with a standard 1 Year Manufacturer’s Warranty from the date of purchase.  This can be extended to a 3 year warranty from the date of purchase by registering your purchase details. It applies only to a NON-COMMERCIAL end user only and is limited to covering defects in materials and manufacture only. It does not cover any defects judged by the authorized distributors to be the result of misuse, neglect and mishandling. It also does not cover damage caused by insect infestation, customer neglect or by failure to stop the build up of calcium in hard water areas. Repair or replacement will be at the final discretion of AlkaWay USA.
  • The replacement filter is not covered by warranty unless broken during delivery.  Source water conditions are beyond the control of the manufacturer or dealer. In some cases, certain contaminants may block the filter. This may result in extreme cases, of the filter casing leaking. If this happens before 12 months’ use, we’ll replace it for the full price less an amount equal to the portion of the 12 months it has been used since the date of purchase.
  • When making a claim, it is a condition that the 3 Year Extended Warranty must be validated by completing the Warranty Registration Form and sent together with a Digital copy of the invoice as proof of purchase.
  • Alternatively you can print the form after filling it in and send it together with a photocopy of the original invoice and send it to our postal address:

Alkaway USA
2244 Faraday Ave. #152
Carlsbad CA 92008 USA

If you do not send the warranty in for validation, the warranty will remain at 1 year only. It is a condition of the 3 Year Extended Warranty that you agree to replace the filter cartridge at least every twelve (12) months. We must see a copy of the replacement cartridge invoices when making a claim.  The molecular hydrogen making element and the fluoride filtration media of the cartridge won’t last longer than 12 months . This element is in constant activity even when the cartridge is not being used.  If not in use keep the cartridge refrigerated as this slows hydrogen production.