We want your WaterBow experience to feel smooth from the moment you place your order to the moment it arrives at your door. Here's a friendly overview of how shipping, returns, exchanges, and warranty work. For complete legal details, see our Terms & Conditions at waterbow.us/terms and our Website & App Disclaimer at waterbow.us/disclaimer.
WaterBow is packed, assembled, and shipped from our fulfillment center in Austin, Texas — home base for the WaterBow team. We currently ship within the continental United States (excluding Alaska and Hawaii at this time). International shipping may be added in a future phase (contact us for any such requests).
Typical delivery takes 3 to 7 business days (mostly 2-3 days) once your order is on its way. We aim to dispatch your order on the same day. You'll receive a tracking link by email so you can follow your shipment every step of the way.
Shipping Costs
WaterBow devices ship with free standard shipping during the launch period. Spare parts, accessories, and other items may incur shipping fees, which are calculated at checkout. You may also qualify for free shipping on additional items depending on current promotions, order value, or seasonal offers — any available discount will appear automatically at checkout.
Eco-Friendly Packaging
Your WaterBow arrives in environmentally friendly, unbleached cardboard packaging designed for durability and recyclability. For more about how WaterBow is made and the materials we use, see our sustainability article - LINK (a23).
Every WaterBow order includes:
For setup tips and how to get going on day one, see our getting started guide - LINK (a5). To learn more about accessing video sessions and what's available now, see our video access article - LINK (a10).
Orders are typically processed within 1 to 2 business days. You'll receive an order confirmation right away, followed by tracking details as soon as your parcel ships.
During peak seasonal periods, processing times may extend slightly — but we'll always keep you informed.
We want you to feel confident trying WaterBow at home. You have 30 days from delivery to return your WaterBow for a full refund if it's not right for you.
Return Conditions
To qualify for a refund, your WaterBow must be returned in "as new" condition — no cracks, punctures, or structural damage — with all essential parts included.
Return Shipping Costs
In line with our Terms, you are responsible for return shipping, or the return freight may be deducted from your refund. We'll always be transparent about the amount before proceeding.
How to Start a Return
The quickest way to get started is through our support bot — look for the chat icon in the bottom-right corner of waterbow.us. It will walk you through submitting a support ticket, and our team will respond promptly. You can also email 📧 support@waterbow.us with your order number, full name, and reason for the return, and we'll send clear instructions.
In the unlikely event that your WaterBow arrives damaged or defective, we will replace it at no additional cost to you.
The fastest way to report an issue is through our support bot on waterbow.us — the chat icon in the bottom-right corner lets you submit a ticket directly into our system. You can also email 📧 support@waterbow.us with your order number, delivery date, and photos or a short video showing the damage. Either way, we'll take care of the rest.
Every WaterBow includes a 24-month limited warranty covering manufacturing defects.
The warranty covers: Cracks not caused by misuse, leaks at sealed connection points, and structural material defects.
The warranty does not cover: Damage from improper use, overfilling, impact damage (drops, sharp objects, crushing), exposure to extreme temperatures (freezing or intense heat), extended exposure to sun or weather, using anything other than clean water, or normal wear over time. WaterBow should always be stored indoors when not in use.
How to Make a Warranty Claim
Submit a ticket through our support bot on waterbow.us for the fastest response, or email 📧 support@waterbow.us with your order number, purchase date, and a description of the issue — photos or video help speed things along. We typically respond quickly and process claims with fairness and common sense.
For a deeper look at what's covered and how the process works, see our full warranty article - LINK (a13).
If you need to change or cancel your order, email 📧 support@waterbow.us or reach out through our support bot on waterbow.us as soon as possible. If your order hasn't shipped yet, we can usually modify or cancel it right away. If it's already on its way, we can help you arrange a return after delivery.
If your tracking shows "delivered" but the package hasn't arrived — or if it seems lost in transit — start by checking with neighbors or other household members. Then submit a ticket through our support bot on waterbow.us, or email 📧 support@waterbow.us with your order number. We'll investigate with the carrier and resolve it, including sending a replacement if needed.
Absolutely. As a founding member, you receive all the same protections — free shipping, the 30-day money-back guarantee, and the full 24-month warranty — along with the additional benefits that come with being one of our first 100 customers, including direct access to the founders and personalized onboarding support.
For the full picture of what founding members receive, see our founding member article - LINK (a15).
This article is a friendly, customer-facing summary. For complete legal policies, please visit:
Fastest option: Use our support bot — the chat icon in the bottom-right corner of waterbow.us. Submit a ticket and our team will follow up promptly.
General inquiries and feedback: 📧 hello@waterbow.us
Order support, claims, and technical issues: 📧 support@waterbow.us
You can also find all the ways to connect with us in our contact article - LINK (a3).
🌐 Learn more at waterbow.us