Shipping & Return Policy

Shipping

How fast do you ship?

What shipping methods and options do you offer?

We exclusively ship with UPS ground shipping. Shipping is included FREE in the purchase price to continental USA states. (UPS will not ship to PO Boxes, so please use a street address.)

Is a signature required for delivery?

Note that UPS will leave the packages at your door or in a "safe place" as deemed by the delivery driver. If you'd like to request that a signature is mandatory, please contact UPS directly and give them the tracking number provided in your "Shipping Confirmation" email and they will change the delivery instructions to "Signature Required".

What are your shipping rates?

Shipping to you is included FREE with each order in the continental USA. Only on returns does the buyer pay the shipping charges.

Where do you ship from?

We ship from upstate New York. Delivery to the east coast and mid west is usually 2 to 3 days, and west coast states 3 to 4 days.

I need my order on a certain day, can you guarantee delivery?

Please note that while more than 90% of our customers receive their orders in 2 to 3 business days, we cannot guarantee a delivery day. Once UPS picks up from our warehouse, the package is entirely in their system and control. Delivery times are dependent on the delivery region of the country as well as particular zip codes, holiday schedules, weather, UPS overall traffic volume and many other factors completely out of our control. Packages can also get lost or damaged resulting in delays.

We strongly advise you not to schedule plumbers or contractors until your order is fully delivered. 

What are your shipping rates to Alaska, Hawaii and Puerto Rico?

We do offer shipping of full upflush kits to Alaska, Hawaii and Puerto Rico for an additional shipping surcharge of $299. 
The extra shipping charge will be automatically added to your shopping cart at checkout.

If you're looking to order just the pump (without the tank and toilet kit), then please email or call our customer support agents to get a lower shipping quote for your specific delivery address.

Do you ship to Canada?

Yes! We now offer UPS same day shipping to Canada as well.
Please see our Shipping to Canada page for the full details.

Return Policy

Do you require buyers to cancel or return items within a specific time period?

Cancellations for 100% refund must be made prior to shipping.  For customer satisfaction we ship same day on orders before 2pm or next day for orders after 2pm EST. So cancellations must be immediate if the order was a mistake. Cancellation requests should be sent to support@upflushtoilet.com

Once shipped we will take pre-authorized returns on unopened shipments for up to 30 days after the order date only if returned in resalable condition, all items are received within 15 days of return authorization and buyer is responsible for all shipping costs.

Important: Contact your local code officers prior to purchase if you are going to have inspections since buyer is responsible for all inspection or code issues. If you run into a problem with zoning/code enforcement, the standard return policy, with fees incurred for shipping will apply. So please plan ahead. 

Are there exceptions to your return or cancellation policies?

If an item arrives damaged, we will replace it right away. Important guidelines must be followed:

• Customers must open boxes and inspect completely upon delivery.
• Damage must be reported to our office and UPS within 24 hours of shipment being delivered.

After 24 hours of receipt of shipment no damage return exceptions apply. This is a UPS insurance policy rule so we have absolutely no flexibility in this matter. We can only file a claim with them within the first 24 hours, so please open your boxes promptly.

If damage is reported within the 24 hour window, we will send you a new replacement item, right away.

Returns for warranty issues

In case of warranty issues, your items will be repaired or replaced by the manufacturer directly according to their warranty terms and conditions.

Please note that after the boxes are opened and/or the items installed, the item is no longer considered "new and resalable" and can not be returned to us. In case of any technical issues the item is now covered under the 2 year manufacturer warranty and rest assured your items will be repaired or replaced by Saniflo directly. The manufacturer is solely liable for any product defects or malfunctions. 

Do you require buyers to return items in their original shipping containers and/or packaging?

Buyer must return items in original packaging. Items must be received back in original, sellable condition. Be forewarned that it is very hard to return ceramic toilets and tanks unbroken. They are professionally packaged to ship to you with no problem but double shipping is rarely successful. To protect you from this unfortunate case, we urge you:

• Please purchase shipping insurance on your return shipment for the full value of the items you're returning. If the item is damaged in shipping, we cannot issue a refund, and you would lose the full value of the item. We don't want this to happen to you. That's why insurance through UPS or FedEx is important. It's a very inexpensive way to cover the full value of the shipped item, so there is no risk in shipping your return.

Will you or the buyer pay for postage on returns?

Buyer is responsible for shipping costs on returns. 

Do you charge restocking or other fees?

No, a full refund will be given after all shipping and handling charges, which are the responsibility of the buyer.  

What if I just found out that this wont work for my installation or I can't get the correct permit?

The same 30 day return policy applies,please see the full terms above.

We strongly urge you to do all of your research and make 100% sure you're ordering the correct pump that will work for your installation, and you get all local permits in advance, as returns are laborious and expensive on this large item.

Important Note: The State of Illinois has a very powerful plumbing union that will not approve this product because it costs much less to install and cuts into plumbers profits. While we still sell many units in Illinois, the unit will not pass inspection, if you're planning on getting one.

If I refuse the UPS Shipment, is that the same as a return?

No. If you do not cancel prior to shipping and the unit is shipped, the same policies above apply as returns. Please understand that we cannot simply pay all costs for customers to change their minds since some shipping costs are over $100 one way. We would go out of business very quickly.

Ready to install?

Give us a call or learn more about Saniflo Installation.