FAQ

Secure Ordering & Payment Options

 

FamiliesHealthMatters.com is PayPal verified and a Crystal Quest authorized distributor.  We accept Visa, MasterCard, Discover, and American Express through Pay Pal. This helps to reduce the expenses associated with accepting credit cards and allows us to offer better pricing on the products we offer.

How do I place an order?

Simply chose the Crystal Quest product you want and complete any drop down menus required such as color, amount,  NPT size, Signature Guarantee, or any other drop down menu for the item and it will be placed in your cart. Once you have all the products that you want then check out by completing the check out process

 
What about Shipping?

 

Neither Crystal Quest nor FamiliesHealthMatters.com are responsible for any merchandise lost or stolen through any mail parcel service, including but not limited to USPS, UPS, Fedex, and/or any freight companies.

FedEx, USPS and UPS Ground Deliveries to Home and Business addresses are sent by default as NO SIGNATURE REQUIRED if Signature Guarantee has not been selected by the Buyer. This means that FedEx and UPS will leave the package at your door, or in a convenient location if no one is present to receive the shipment. During the purchasing process/order entry screen Buyer is offered the option of signature required for US domestic delivers. The cost of this service is an additional $4.50 USD. IF THE BUYER DOES NOT SELECT Signature Guarantee service and package is left at the customer’s door but then ultimately not received or collected by the Buyer the ownership and claim of loss is the Buyers responsibility and expense.

  • No Signature Requested (our default shipping method) - If you did not add a note to your order requesting signature, then we cannot reship your order. In these instances, your package has essentially been stolen or is otherwise missing, and we recommend you follow-up with the carrier and your local authorities. The ownership and claim of loss is the Buyers responsibility and expense, see above.

  • Signature Requested - If you requested that Signature Guarantee be required for the additional $4.50 USD upon delivery of your package (read shipping methods above for instructions), then we will file a claim and re-ship your order at no cost to you once we have received verification of the shipment status from the carrier.

Domestic

  • Orders with wrong, inaccurate, or incomplete addresses will incur additional shipping charges. In addition, addresses MUST include apartment, suite, or unit numbers as applicable.

  • Orders are often shipped within 4 – 5 days after placement, but not later than 7 – 10 business days, with the exception of custom-designed products or commercial systems.

  • Orders are typically shipped by FedEx, and a FedEx tracking number will be sent to your E-mail so that you may track the delivery progress of your package. Larger or heavier items are shipped by freight. Crystal Quest® arranges for all deliveries for all orders. You may request a specific shipping carrier of your choosing.

  • Additional shipping charges for some products may be incurred, and are based on total shipping weight, dimensions, dimensional weight, value of item, destination, and/or handling.

  • Express shipping (overnight, 2-day, etc.) is available upon request. Purchaser agrees to pay additional shipping charges as applicable.

 

Returns & Refunds

It is important to purchase water filtration products which fit your water filtration needs. Know your water filtration needs and purchase appropriately and accordingly to avoid unnecessary returns.

Crystal Quest® products are inspected and properly packaged before being shipped to customer. If, in the unlikely event it is necessary to return a product, the following terms and conditions apply. Returns for exchange or for refund are only accepted when the following is met. Read the following thoroughly before returning a product:

  • Returns for refund are accepted ONLY on perfectly new, unused items in the original packaging and without any damaged or missing parts. Refunds will not be issued if broken, used, dirty, or otherwise abused items are sent back from customer and will be less shipping charges.

  • Customer must pay ALL shipping fees for returns. 

  • Returns for exchange are accepted on items which are defective, for upgrades, or when Crystal Quest® is working specifically with customer to acquire customer’s proper water filtration needs.

  • Returns for exchange will not be honored if it is deemed that product(s) has/have been broken, used, dirty, or otherwise abused.

  • All returns, either for refund or exchange, must be within 30 days of initial purchase, refunds are less shipping charges. Refunds will not be issued if products are sent back past the 30-day initial purchase period.

  • Returns, either for refund or exchange, are subject to restocking fees of up to 20% and shipping charges are not refundable.

  • Returns, either for refund or exchange, are NOT allowed on custom ordered products, special orders, reverse osmosis systems, filter cartridges and/or membranes (for public safety and tampering reasons). 

  • All returns, either for refund or exchange, MUST have a Return Merchandise Authorization (RMA) number, and include customer’s name, address, telephone number, and specific reason for return. You may acquire this by contacting FamiliesHealthMatters.com.  All shipping charges are the customers expense.

  • Product(s) must be returned in original packaging and intact. Returned product(s) must be shipped within two weeks of issuance of a Return Merchandise Authorization number to be eligible for a refund. A refund will be issued after the return has been received and inspected and will not include shipping charges.

  • Refunds will not be issued to third parties. Your purchase was made through FamiliesHealthMatters.com and the refund will come through us, not Crystal Quest.

  • No returns allowed on international orders.

  • Delivery carriers, including but not limited to, USPS, UPS, FedEx, and freight companies are responsible for getting your merchandise to you in an acceptable and timely manner and condition. FamiliesHealthMatters.com nor Crystal Quest are responsible for lost, stolen, damaged or delayed merchandise, and will not honor return/refund requests for such. 

  • Crystal Quest and FamiliesHealthMatters.com do not reimburse customers for any shipping charges or any other expenses the consumer may incur whatsoever, such as but not limited to: import/export fees and duties, installation and setup fees, damages caused by product, professional services, or legal fees, and will not honor return/refund requests for such.

What if the package arrives damaged or there was concealed damage?

Damage to product(s) is not always easily identifiable, as damage can either be visible or concealed. For visible damage, do the following:

  • #1 Best Option: For the simplest solution for shipping damages, follow this procedure when receiving a delivery. This procedure is the standard operating procedure of the delivery insurance issued by all shipping carriers:

    • 1. Inspect your merchandise thoroughly for damage immediately upon arrival (delivery) and reject the entire shipment if you find any damage. Ask the driver to wait while you inspect the merchandise.

    • 2. If you find any damage, do NOT accept the delivery. Doing so will expedite the process of Crystal Quest getting another unit out to you immediately. Refusing the shipment will protect you against having to pay the return shipping. All shipping fees are always the responsibility of the purchaser.

    • 3. Immediately file a damage claim with the delivery carrier on the same day as the delivery. Try to take a digital photo of the damage if possible. After filing the damage claim, contact Crystal Quest immediately at support@crystalquest.com for assistance and further instructions.

  • Legitimate damage claims will be promptly processed. A replacement from the manufacturer will be shipped to purchaser. When the manufacturer receives the "damaged goods", a detailed analysis of the damaged product claim will be performed to determine if the product was damaged during transportation.

  • #2 Option: If driver of carrier has already departed, or has left , contact the delivery company the same day and file a damage claim. Then, contact Crystal Quest that same day at support@crystalquest.com for assistance and further instructions. The manufacturer or delivery carrier will initiate a paperwork process and instruct you to send the goods back to the manufacturer, sometimes at your expense, until the damage is inspected. All shipping fees are always the responsibility of the customer. When the manufacturer receives the "damaged goods", a detailed analysis of the damaged product claim will be performed.

  • If you have a digital camera, take a snapshot of the damage as proof/evidence before it departs and E-mail the photograph to us as soon as possible.

  • E-mail correspondence and photos to support@crystalquest.com

Concealed Damage

Sometimes damage during shipping cannot be detected until product(s) is removed from the packaging and installed. If concealed damage is detected, it is very important to act immediately. Purchaser needs to contact the carrier, file a concealed damage claim, and contact Crystal Quest® at support@crystalquest.com. Concealed damage claims must be filed immediately. With some carriers claims must be made within 48 hours of delivery. Notification to Crystal Quest is required within that time frame as well; otherwise the shipping replacement policy could be null and void. The product(s) needs to be shipped back to Crystal Quest®, at purchaser’s expense, so Crystal Quest® can inspect product(s) to determine if damage occurred during shipping, during installation, or after installation. Photos are most helpful and can also be e-mailed to support@crystalquest.com.