Shipping & Returns

At Artisanal Aqua we specialize in fine bottled waters sourced from springs and artesian wells around the world, and much of what we ship is packaged in glass. The policy below explains how we process, pack, and deliver your order, and what to do in the unlikely event that something arrives damaged or incorrect. We have written it to be clear and complete so that you know exactly what to expect from the moment you place an order to the moment it reaches your door. If anything here is unclear, we are always happy to help, so please reach out.

Order processing

Orders are processed within 3 to 5 business days. Business days are Monday through Friday, excluding public holidays. Processing includes reviewing your order, allocating inventory, and preparing your bottles for safe transit. During periods of high demand, promotional events, or holiday seasons, processing may take slightly longer, and we appreciate your patience during those times.

Delivery time after processing depends on the shipping method selected at checkout. Estimated transit times are provided by the carrier at the time of purchase and vary by destination. The total time to receive your order is therefore the processing time plus the carrier's transit time.

Tracking

You will receive a tracking number by email once your order has been picked up by the carrier. You can use this number to monitor your shipment directly through the carrier's website. If you have not received tracking information within five business days of placing your order, please check your spam folder first and then contact us at support@artisanalaqua.com and we will look into it right away.

Shipping rates and destinations

Shipping rates are calculated at checkout based on your delivery address and the total weight of your order. Because water is heavy and much of our range is bottled in glass, weight is the primary factor in the cost of shipping, and larger orders will carry higher shipping charges. We display the exact shipping cost before you complete your purchase so there are never any surprises.

We currently ship within the United States only. We are not able to ship internationally at this time. For questions about a specific destination, or to ask whether we can accommodate a particular delivery need, contact us at support@artisanalaqua.com.

Delivery estimates and delays

Estimated delivery dates are provided by the carrier and are not guaranteed. Once a package has left our facility, delivery timing is subject to the carrier. Delays caused by the carrier, weather, holidays, or events outside our control are not the responsibility of Artisanal Aqua. We will always do our best to help you locate a delayed or missing shipment, including contacting the carrier on your behalf and, where appropriate, filing a claim for a lost package.

Please ensure that the shipping address you provide is complete and accurate, and that someone is available to receive the shipment where possible. We are not able to reroute a package once it has been handed to the carrier, and we cannot be responsible for orders delivered to an incorrect address supplied at checkout.

Packaging

Because we ship glass, every order is packed with protective dividers and cushioning to guard against breakage in transit. Our packing materials are chosen specifically to keep bottles separated, immobile, and protected from the impacts that occur during normal handling. We take care with every order regardless of the shipping method or destination selected. Cases are not repacked or combined once allocated to your order, which allows us to maintain the integrity of the packaging as it was designed by the producer.

Damaged or broken shipments

Glass travels a long way to reach you, and while breakage is rare thanks to how carefully we pack, it can still happen. If your order arrives with broken or damaged bottles, you are covered. Email support@artisanalaqua.com within 48 hours of delivery with the following: your order number; clear, unedited photographs of the damaged bottles and the outer packaging, including any visible damage to the box itself; and a brief description of how the package appeared upon arrival. The more detail you can share about the condition of the shipment when it reached you, the faster we can resolve your claim.

Please inspect your order as soon as it arrives so that any issue can be reported within the window above. Claims submitted after 48 hours of delivery will not be considered. Claims submitted without photographic evidence of both the product and the packaging cannot be processed, as we need to document the damage for our records and for any claim we file with the carrier. We reserve the right to request additional information, such as further photographs or the retention of the damaged goods and packaging, before issuing a replacement or refund.

Approved claims will be resolved by replacement or refund at our discretion, depending on product availability at the time of the claim. Where a replacement is not available, we will issue a refund for the affected items. We handle every claim individually and in good faith, and our goal is always to make things right.

Returns

Because our products are food-grade consumable goods sold in sealed bottles, we are unable to accept returns or exchanges for reasons of health, safety, and food-handling regulations once an order has been delivered. We cannot resell or restock bottled water that has left our facility. This is standard practice for consumable beverages and is in place to protect the safety of all of our customers. The exceptions to this are damaged shipments and order errors, which are covered in the sections above and below and which we will always make right.

Order errors

We check every order carefully before it ships, but mistakes can occasionally happen. If we have sent you the wrong product or an incorrect quantity, contact us at support@artisanalaqua.com within 24 hours of delivery. Include your order number and a description of the discrepancy, along with a photograph of what you received where possible. We will review and correct the order promptly, at no additional cost to you, either by sending the correct items or by issuing a refund for the difference.

Cancellations and changes

Orders cannot be cancelled after 24 hours of placement. Inventory is allocated immediately upon order confirmation and cannot be reversed after this window, which is what allows us to process and dispatch your order quickly. If you need to make a change to your order, such as updating a shipping address, adjusting a quantity, or cancelling entirely, contact us at support@artisanalaqua.com as soon as possible and we will do our best to accommodate you before the order is processed. Once an order has entered processing or shipped, we are no longer able to modify or cancel it.

Questions

We are always glad to help with anything related to your order, our shipping practices, or a claim. Email support@artisanalaqua.com or write to us at Puredot Inc dba Artisanal Aqua, 63 Austin Blvd, Suite 2, Commack, NY 11725, United States.