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  • FAQs

  • IT HAS BEEN A FEW DAYS AND MY ORDER HASN’T SHIPPED. WHY IS THIS HAPPENING?

    Our company is quite small, and our warehouse team is working hard to process orders as quickly as possible. On average, it can take a couple of days to fulfill an order, but it may take a little longer during busy periods, holidays, and weekends.

    If you notice your order has not been updated or shipped within a week, please contact us at remy@lifestraw.com for more support. 

  • WHY DOES MY TRACKING INFORMATION STILL SAY THE ORDER IS IN “PRE-SHIPMENT”?

    We know how frustrating and confusing this can be, especially when you are super excited to get your order!

    Once you receive an email from us with tracking information, our team has processed your order, fulfilled it, packed it up, and handed it off to the carrier. Depending on the carrier, they may not show updates for days except for delivery scans.  

    Your order should still be on the way, but if you notice the information has not been updated in more than two weeks, please contact the carrier directly for assistance.

    If they cannot locate the shipment, please email us at remy@lifestraw.com for support. 

  • WHAT IS LIFESTRAW'S RETURN AND REFUND POLICY?

    LIFESTRAW RETURNS MADE EASY

    At LifeStraw, we are fully committed to providing you with water filtration products you can trust but are also super happy with! But, if you are not completely satisfied with your purchase, you can return this to us free of charge.

    For orders purchased from lifestraw.com, returns are accepted within 45 days from the date of delivery. Please use this link to fill out a form requesting your order number, email address, and the reason for the return.  

    Returns within our policy window will be refunded to the original card on file once received and processed by our warehouse team.

    If your product(s) were purchased from another authorized retailer, you would need to return the product to that same retailer.

    Note: Original shipping charges and duty fees are non-refundable (if any). If a returned shipment was determined undeliverable by a carrier (e.g., the address provided was incorrect or the courier did not have access to the delivery address), the customer shall be responsible for the re-shipping costs of the returned product.

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