Contacting Us

We’re here to help! If you have any customer service issues, please contact us as follows:

Phone
(714) 708-7567

E-Mail
customercare@korwater.com

Mail
KOR WATER
11230 Grace Avenue, Suite B
Fountain Valley, CA 92708

Ordering

Checkout Process – Ordering is quick and easy using KOR’s one page checkout. Simply click the “Buy Now” button next to the KOR ONE on the product page or click the “Buy Now” link on the homepage. This will take you directly to KOR’s shopping cart where you can select the number of vessels you would like to purchase. After you have selected the quantity you would like to order, please fill in the remaining fields.  These include selecting a shipping option, apply a coupon code (if applicable), your e-mail address, your account password, your shipping and billing addresses and your credit card information.

Using a coupon – If you’ve received a coupon from KOR or a KOR affiliate, you can enter this coupon during checkout.  To do so, type your coupon into the “Coupon” field in the “Shopping Cart” screen.  Once entered, your will receive a confirmation that your coupon has been applied.

Backorder Policy – KOR’s policy is to maintain deep inventory on all products we carry.  However, we occasionally run short of an item and it may take 2 to 3 weeks to replenish.   
If an item you ordered is backordered, we will hold your order until the backordered item is received in stock.  We will send an email alerting you that an item in your order is backordered and provide an estimated date of shipment. 

Payment Policy - We will not charge your credit card until your items have shipped.

We are unable to accept cash or credit vouchers.   KOR accepts the following credit cards:
American Express
Discover
Mastercard
Visa

If we are unable to process your credit card, please check to ensure you entered the correct card number, expiration date, security code and that the billing name and address you entered match your credit card statement exactly. Note that we cannot authorize your card unless the billing address on file with your credit card company matches exactly to the billing address supplied to KOR.  Please refer to your credit card company if the problem persists.

Sales Tax - At present, KOR collects sales tax on all orders shipped within the state of California. Please note that on-screen order totals reflect the California state tax. If you have questions about the tax rate on your invoice, please call us anytime at 714-778-7567.

Shop With Confidence – KOR uses SSL technology to encrypt all transactions. No personal information can be seen or intercepted by a third party.

Shipping

Domestic Shipping
For domestic orders  we currently only offer ground service. Orders typically ship within 24-48 hours if all items ordered are in-stock. Shipping days do not include weekends or holidays.

For shipments within the continental U.S., we will ship your order at via either UPS or USPS (our discretion).  Typical transit time within the Continental US is usually between 2 and 5 business days depending on your shipping address.

USPS is the only shipping option for the following areas:   Alaska, Hawaii, and the U.S. territories of American Samoa, Guam, Marianas Islands, Puerto Rico, and the U.S. Virgin Islands, as well as to P.O. Box, APO or FPO addresses. 

International Shipping
KOR offers delivery to most countries. We ship all international orders via USPS Express Mail or USPS First Class. USPS Express Mail is slightly more expensive but it guarantees that our international packages will arrive within 3-5 business days from the ship date. USPS First Class is an alternative shipping option for our customers. This option is less expensive but the transit time is 10 to 15 business days. USPS First Class is only available when ordering between 1 and 4 vessels. When ordering 5 or more vessels the only option is USPS Express.

International shipping charges are estimated at the time of order for countries where KOR ships.  The estimate is a close approximation to the actual shipping charges KOR will incur to ship your package by USPS Express or by USPS First Class.  We reserve the right to modify the final shipping charges to match the actual expense incurred.

International customers may be subject to import duties and taxes, which are levied once a shipment reaches your country. Your charge from KOR includes only the cost of your item(s) and the cost of shipping. Any additional charges for customs clearance must be borne by you. Please note that we have no control over these charges and cannot predict what they may be. We also identify all of our packages as merchandise (not gifts) in order to comply with customs regulations. Customs regulations vary widely from country to country so please contact your local customs office if you desire further information.

Returns and Exchanges

30-day return policy
If you are unhappy with your purchase you may send it back to us within 30 days and we will refund the purchase amount minus any shipping costs. Please note the following:

• The item(s) must be returned in the original product packaging and in resalable condition
• We will issue a credit to the card used at time of purchase for the original purchase price. All accepted exchanges will be processed and shipped within 1 to 2 weeks.
• If KOR is unable to accept the return/exchange you will be notified by our Customer Service staff via email or phone.
• KOR is not responsible for returns/exchanges lost in transit. We highly recommend using a traceable shipping service

To return a purchase, please do the following

• Call our customer service department at 714-708-7567 to obtain a return authorization number.
• Securely package your vessel for shipping.
• Include the following information inside your package:
  • Your daytime phone number
  • Mailing address
  • Email address
  • The return authorization number
• Ship your vessel using a traceable shipping method to:

  KOR Water
  ATT: Returns
  11230 Grace Ave, Suite B
  Fountain Valley, CA  92708

Limited Lifetime Warranty
At KOR, we stand behind our products.  Your KOR vessel is therefore covered by a lifetime warranty against manufacturer's defects.  If you encounter a problem you believe is due to defect in workmanship or materials, please contact us immediately.  

To make a warranty claim:

1. Call our customer service department at 714-708-7567. We may be able to help solve your problem on the spot.  If not, we will provide you with a return authorization number.
2. Securely package your vessel for shipping (please make sure it’s clean!)
3. Include the following information inside your package:
   • An explanation of the defect
   • Your daytime phone number, mailing address and email address
   • The return authorization number
4. Ship your vessel using a traceable shipping method to:

   KOR Water
   ATT: Returns
   11230 Grace Ave, Suite B
   Fountain Valley, CA  92708

What happens next:

• Our Returns Department will inspect the vessel. If the problem is due to a manufacturer’s defect we will repair or replace it at no charge.
• Replacement or repaired vessels will be shipped back to you within 2-3 weeks at our expense. 
• If the problem is not found to be a manufacturer issue, we will contact you before taking any further action and you will be responsible for all shipping costs, if you choose to have the vessel returned to you.

The Fine Print:

• The warranty lasts for as long as you, the original purchaser, own your KOR vessel.
• This warranty covers the product when used for its intended purpose only.
• This warranty does not cover problems caused by normal wear and tear, abuse or accidents. Nor does it cover problems cause by modifications or repairs not performed by KOR.
• If an identical replacement vessel is not available, we reserve the right to replace it with a comparable color and/or style.
• If you are located outside the USA, we will cover the shipping charges, but you will be responsible for any customs fees that may arise.
• This warranty gives you specific legal rights, but there may be other regulations that vary from state to state.