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Frequently Asked Questions

Where is my order?

Checking the status of your order is easy! Simply enter your order number into the box below and click " Continue" . From there you can view your order status. If you do not know your order number, or need more details about your order, please log in.




Need a little more assistance? Feel free to reach out to us using the contact methods below and we will be happy to help!

1-866-438-3458      1-704-228-9166      [email protected]

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Why did I receive an order that I did not place?

If you have received an order that you did not place recently, it is likely a Home Filter Club order.

On a previous order, you selected the option to join the Home Filter Club. A confirmation email was sent showing the enrollment into the auto-delivery program. We sent a reminder email 10 days before we shipped the subscription order and another email on the day of the order.

If you wish to cancel this or any future Home Filter Club orders, please log in to your account and go to the Subscriptions tab to cancel or modify your subscription.

If you would like to return merchandise you received, please:

Log in to your Account and click the Return button for the order that you need to return.

If the order is eligible to be returned, you will be guided through our online return process. will provide you with a prepaid* mailing label so that you can conveniently send the package(s) back.

*We are only able to provide prepaid return shipping labels within the contiguous US. Read our complete Return Policy.

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How do I cancel my order?

If your order has not shipped, we may be able to cancel it.

We have several ways for you to contact us. You may call us at 1-866-438-3458 and dial option 2 to speak with a Customer Care Advocate. You may also send a text message to 704-228-9166, or email us at  [email protected].

Be sure to include your order number and name for verification purposes. We will get back to you as soon as possible to let you know if we are able to cancel your order.

If your order has already shipped, you may set up a return for eligible items.

Note: we cannot guarantee that orders can be cancelled before they ship

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How do I initiate a return?

We accept returns for eligible items up to 365 days after the date the order was placed. To initiate a return, log into your account, find the order that needs to be returned, and click the gray " Return" button and follow the on-screen instructions.

See our full return policy

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I received a damaged item.

We are sorry to learn that you may have received a damaged. Please rest assured that we are fully committed to taking care of this quickly and hassle-free!

To report a damaged or defective item, follow the steps below:

  1. Send us an email ([email protected]) or text message (1-704-228-9166) explaining the type of damage and the part number(s) of the item(s) affected.
  2. Attach photos of the damaged item(s).
  3. Let us know whether you would prefer to have the damaged item(s) replaced or refunded.

We will contact you shortly to gather any additional information/photos that may be needed, and to provide updates on the status of your replacement/refund.

If are not able to send emails/text messages or need further assistance, you may reach out to us by phone at 1-866-438-3458.

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I did not get the discount I was offered in my email.

To unlock your email or text discount from, click on the link in the email or text message to activate the coupon, or enter the provided promo code from the Cart page, and it will be automatically applied to the order. If your discount was not applied, please read the terms of the promotion to ensure that that it is not expired, the order minimum has been met (if applicable), and the items you are ordering are eligible for the promotion. If your order meets the requirements and the price is not being correctly adjusted, please reach out to us and we will be happy to help.

1-866-438-3458      1-704-228-9166      [email protected]

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How do I reset my password if I check out as a guest?

If you forgot your password or previously checked out as a guest, you can use the forgot password link to reset your password or recover your guest account.

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Do you ship to my address?

During the checkout process, you will see drop-down boxes for state/country. If your state/country is not listed, this unfortunately means your order cannot be shipped to the chosen location. Please note that certain items, such as Filters Fast brand air filters, cannot be shipped outside of the contiguous US (we cannot ship them to Hawaii or Alaska, and cannot ship them to Canada or other countries).

Website issue

Are you experiencing a technical issue with our website? Please contact us at  [email protected] with a brief description of the  problem and the steps you took before encountering the problem.  If you are able to include screenshots, this may help us understand and correct it more efficiently. We appreciate your feedback!

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