Frequently Asked Questions
General Questions
What is Usawater?
Usawater is an online store specializing in high-quality water heaters for residential and commercial use across the United States. We focus on reliable, efficient, and durable water heating solutions backed by transparent policies and professional customer support.
Usawater is owned by U.S. Boiler Company , a registered company with extensive experience in water systems.
Where is Usawater located?
Our company is registered in the United Kingdom, while all U.S. orders are shipped from our United States warehouse.
Registered Office Address:
P.O. Box 3020
Lancaster, PA 17604
USA Warehouse & Returns Address:
P.O. Box 3020
Lancaster, PA 17604
United States
Ordering & Payments
What payment methods do you accept?
We accept secure payment methods including major credit and debit cards and other options displayed at checkout. All payments are processed through encrypted third-party payment providers.
Is it safe to shop on Usawater?
Yes. We use secure payment gateways and encryption technology to protect your personal and payment information. Usawater does not store your credit card details.
Do I have to pay the full amount upfront?
Yes. Full payment is required at the time of checkout before orders are processed and shipped.
Shipping & Delivery
Do you offer free shipping?
Yes. Usawater offers FREE SHIPPING on all orders within the United States. There are no shipping or handling fees.
How long does shipping take?
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Order handling and processing: 1–2 business days
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Shipping transit time: 2–4 business days
Delivery times may vary depending on the customer’s city and state.
Where do orders ship from?
All orders are shipped from our U.S. warehouse .
Will I receive a tracking number?
Yes. Once your order is shipped, you will receive an email with your tracking number. Tracking details may take 24–48 hours to update.
Returns & Refunds
What is your return policy?
We offer a 30-day return policy from the date of delivery. If you are not satisfied, you may return the item at no cost.
Do I have to pay for return shipping?
No. Usawater covers the return shipping cost for eligible returns.
How long does it take to receive a refund?
Once the returned item is received and inspected, refunds are processed within 3–7 business days to the original payment method.
What if my item arrives damaged or defective?
Please contact us within 48 hours of delivery with photos of the issue. We will arrange a replacement or full refund at no cost.
Product Questions
Are your water heaters suitable for U.S. homes?
Yes. All water heaters sold by Usawater are selected to meet U.S. standards and customer expectations.
Do you offer installation services?
At this time, Usawater does not provide installation services. We recommend professional installation by a licensed technician.
Account & Support
How can I contact customer support?
You can reach us through:
Email: info@usawater.shop
Phone: +1 717-397-4701
Customer Service Hours (GMT):
Monday – Friday: 09:00 – 17:00
Saturday & Sunday: Closed
What if my question isn’t listed here?
If you have additional questions, feel free to contact our support team. We’re happy to help.
Policies & Updates
Can policies change?
Yes. Usawater reserves the right to update its policies at any time. Changes take effect immediately upon posting.
How do I stay informed?
We recommend reviewing our policy pages periodically for updates.