Shipping policy

We may update this Shipping & Delivery Policy from time to time. The “Effective Date” above shows when this Policy was last updated.

At Kleer Blue Water™, we want the shipping and sample-return process to be clear, simple, and reliable. This Shipping & Delivery Policy explains how we ship water testing kits to customers and how customers send water samples to the laboratory for testing.

This Policy applies to purchases made through the Kleer Blue Water™ website and should be read together with our Terms of Service, Privacy Policy, and Returns, Refunds & Replacements Policy.

For purposes of this Policy, “Kleer Blue Water™,” “we,” “us,” and “our” refer to Kleer Blue Water, LLC.

Third-Party Marketplace Purchases

If you purchase a Kleer Blue Water™ kit through a third-party marketplace or platform, the marketplace’s terms, policies, payment rules, shipping rules, return rules, and customer-service processes may apply to the purchase transaction.

This Policy applies to Kleer Blue Water™ Services after purchase, including Kit Registration, sample submission, laboratory coordination, Personalized Dashboard access, reports, educational content, AI-powered tools, and customer support.

If marketplace terms conflict with this Policy regarding the purchase transaction, the marketplace terms may control that transaction. This Policy, together with the Kleer Blue Water, LLC Terms of Service and other applicable Kleer Blue Water™ policies, will continue to apply to Kleer Blue Water™ Services to the fullest extent permitted by law.

1. Where We Ship

Kleer Blue Water™ currently ships within the United States, subject to the limitations below. Product and testing availability may vary by state, water-source type, analyte, laboratory certification, mandatory-reporting requirement, or other legal or operational consideration. We may decline or cancel an order, route a sample differently, or limit a particular kit in a jurisdiction where the testing service cannot lawfully or practicably be provided; any refund will be handled in accordance with our Returns, Refunds & Replacements Policy.

We do not currently ship to P.O. boxes, APO/FPO/DPO addresses, U.S. territories, Alaska, Hawaii, Puerto Rico, or international addresses.

If we are unable to fulfill an order because of shipping limitations, we may cancel the order and issue a refund to the original payment method.

2. Order Processing and Kit Shipment

We work to prepare and ship orders promptly, usually within 1–2 business days. Orders placed on weekends or holidays are generally processed on the next business day. If we cannot ship your kit within the time stated at checkout, or within 30 days if no shipment time was stated, we will provide a delay notice with a revised shipment date or advise you if no revised date is available. You may consent to the delay or cancel the order. If we do not obtain any consent required by law, we will cancel the unshipped order and promptly refund all amounts required by law, including applicable shipping and handling charges, in accordance with our Returns, Refunds & Replacements Policy. Once a kit is transferred to the carrier, delivery timing depends on the carrier’s schedule and service availability.

Business days are Monday through Friday, excluding weekends and holidays.

Processing and delivery timing may vary during periods of high order volume, weather events, holidays, carrier disruptions (including delays), inventory limitations, or other circumstances outside our reasonable control. We do not guarantee carrier delivery dates and are not responsible for delays outside our reasonable control. Lost, damaged, misdelivered, or undelivered shipments will be reviewed and addressed in accordance with our Returns, Refunds & Replacements Policy and applicable law.

3. Shipping Charges

Shipping charges, if any, will be shown at checkout before you complete your purchase. Kleer Blue Water™ may offer free shipping, promotional shipping, or other shipping options from time to time.

Any shipping offer or promotion is subject to the terms shown at checkout or in the applicable promotion.

4. Expedited Shipping

Expedited shipping is not currently available unless expressly offered at checkout.

If expedited shipping is offered in the future, availability, pricing, and delivery estimates may vary by destination, carrier service, and other factors.

5. Delivery Estimates and Tracking

After your order ships, you may receive a shipping confirmation email with tracking information.

Delivery dates shown at checkout, in confirmation emails, or through carrier tracking are estimates only and are not guaranteed. Carrier tracking information may take time to appear or update. Carrier tracking information and estimated delivery dates do not modify our obligations or create any guarantee.

If your tracking information shows that your kit was delivered but you have not received it, please check the delivery location, surrounding area, mailroom, front desk, building office, or household members before contacting us. Once the carrier confirms delivery to the shipping address you provided, non-receipt or theft will be handled in accordance with our Returns, Refunds & Replacements Policy and is not guaranteed.

6. Accurate Shipping Information

You are responsible for providing a complete and accurate shipping address at checkout.

Incorrect, incomplete, outdated, or undeliverable shipping information may delay delivery, prevent delivery, or cause a package to be returned.

If you notice an error in your shipping address after placing an order, please contact Customer Support as soon as possible at Support@KleerBlueWater.com. We will try to help, but we cannot guarantee that a shipping address can be changed once an order has been submitted for fulfillment or transferred to a carrier.

7. Undeliverable or Returned Packages

If a package is returned to us as undeliverable, refused, unclaimed, or because of an incorrect or incomplete address, we may contact you to determine whether reshipment is possible.

Additional shipping charges may apply in some circumstances.

If we are unable to complete delivery because of an address issue, carrier limitation, refusal, or other delivery problem outside our reasonable control, we may handle the matter in accordance with our Returns, Refunds & Replacements Policy.

8. Sending Samples to the Laboratory

Your kit will include instructions for collecting, packaging, labeling, and sending your water sample to the laboratory.

For sending samples to the laboratory, customers must use the prepaid sample-shipping process and packaging provided with the kit and follow the instructions included with the kit, as those instructions may be updated from time to time. Unless the kit-specific instructions expressly provide otherwise, samples must be dropped off at a staffed carrier location or another staffed location specifically authorized in the current kit instructions. Customers should not place samples in a drop box. Depending on the kit, the return process may include a prepaid return shipping label, QR code, or other return-shipping method described in the kit instructions. Customers are responsible for obtaining and retaining a drop-off receipt or other carrier acceptance confirmation. Customers are also responsible for checking the carrier’s same-day shipping cutoff time and ensuring that samples are shipped on the same day they are collected whenever required by the kit instructions.

Because different kits and tests may have different timing, handling, and shipping requirements, you should review the instructions before collecting your sample and only collect your sample when you are ready to send it to the laboratory as instructed.

9. Sample Timing and 90-Day Kit Window

Water samples can be time-sensitive. Some samples may need to be shipped promptly after collection, depending on the kit purchased and the tests included.

To help ensure your sample can be processed, you must collect and return your sample within 90 days after the carrier’s confirmed delivery of your water testing kit to the shipping address you provided. However, if your kit, any kit component, or the kit-specific instructions provide an earlier expiration date, use-by date, or collection deadline, that earlier deadline will apply.

The deadline for using the kit is separate from any post-collection holding time. Once a sample is collected, certain tests may require same-day shipment, overnight shipment, or another shorter return window stated in the kit-specific instructions. These timing requirements are separate from any refund or replacement timelines described in our Returns, Refunds & Replacements Policy.

If any applicable deadline has passed, please contact Customer Support before collecting your sample so we can confirm that the kit instructions, sample materials, and shipping process are still current.

Failure to follow the timing, packaging, labeling, or shipping instructions may affect whether the sample can be processed and may result in the sample being deemed unprocessable, in which case we may not be able to provide a free replacement or retest as described in Section 10.

If you do not return a sample, or if the sample is returned without the information needed for us to identify and process it, or in a condition that cannot be tested, you may not receive results. Any request for a replacement, retest, reshipment, or refund will be handled in accordance with our Returns, Refunds & Replacements Policy.

10. Customer-Caused Sample or Shipping Issues

To the extent that a sample is unable to be processed because the customer failed to follow the applicable collection, registration, timing, packaging, labeling, preservation, or shipping instructions, the customer will not be eligible for a complimentary replacement, recollection, retest, or refund, except where required by law. Kleer Blue Water™ may provide a discretionary accommodation in unusual circumstances, in our sole discretion, in accordance with our Returns, Refunds & Replacements Policy.

This may include situations where a sample is collected but not shipped within the required timeframe, shipped using the wrong method, placed in a drop box, packaged incorrectly, labeled incorrectly, or otherwise handled in a way that prevents the laboratory from processing it properly.

11. Lost, Damaged, or Incomplete Kit Deliveries

If your kit is delayed, lost, damaged in transit, or arrives with missing or unusable components, please contact Customer Support promptly at Support@KleerBlueWater.com. We may request photographs or additional information to help evaluate the issue. Depending on the circumstances, we may provide replacement materials, a replacement kit, retesting support, or another appropriate solution in accordance with our Returns, Refunds & Replacements Policy.

12. Delayed, Lost, or Compromised Samples

Water testing involves sample collection, shipping, laboratory processing, and other factors that may occasionally affect the testing process, including sample condition at collection and compliance with the kit instructions.

If a sample is lost during shipment to the laboratory, compromised during transit, determined to be unusable, or produces inconclusive results, Kleer Blue Water™ will review the situation and, at our discretion, determine an appropriate resolution in accordance with our Returns, Refunds & Replacements Policy. If the carrier tracking confirms that the customer timely returned the sample using the required prepaid process and the sample is subsequently lost or compromised for reasons not caused by the customer, Kleer Blue Water™’s primary remedy will be one replacement kit, replacement collection materials, or retest at no additional cost, as determined by Kleer Blue Water™. If Kleer Blue Water™ cannot provide the purchased testing service after a reasonable opportunity to correct the issue, Kleer Blue Water™ will provide any additional remedy required by applicable law.

Depending on the circumstances, we may provide replacement sample materials, a replacement kit, retesting support, or another reasonable solution in accordance with our Returns, Refunds & Replacements Policy.

13. Laboratory Processing and Results Timing

Shipping and delivery timelines do not include laboratory processing, data review, Dashboard preparation, or results availability. Any estimated laboratory turnaround period begins only after the laboratory receives and accepts the sample as processable. Any estimated results timing provided on our website, in kit materials, or in customer communications is an estimate only and may vary based on the kit purchased, sample condition, laboratory schedule, holidays, weather, carrier performance, and other factors.

Results will be made available according to the process described in our Terms of Service and related customer communications.

14. Relationship to Other Policies

This Shipping & Delivery Policy explains shipping, delivery, and sample-shipping expectations.

Refunds, replacements, reshipments, retesting support, damaged kits, lost shipments, compromised samples, and related customer-service issues are addressed in more detail in our Returns, Refunds & Replacements Policy.

If there is a conflict: (a) the Terms of Service control general contractual matters; (b) the Returns, Refunds & Replacements Policy controls the availability and form of remedies; and (c) the current kit-specific instructions control sample collection, preservation, packaging, labeling, and return-shipping procedures. Nothing in this Policy expands Kleer Blue Water™’s liability or obligations beyond what is provided in the Terms of Service, and the Terms of Service’s limitation of liability and dispute resolution provisions apply to shipping, delivery, and sample-shipping issues.

15. Contact Us

If you have questions about shipping, delivery, tracking, sample shipment, or a shipping-related issue, please contact Customer Support:

Kleer Blue Water, LLC 
4610 N Clark St, Suite 1036 
Chicago, IL 60640 USA 
Support@KleerBlueWater.com
 
If your question relates to an order, kit, sample, or results, please include your Kit ID if available and a brief description of the issue so we can help as quickly as possible.