Skip to content
Residential Well Bestseller Sale Ends March 8 | Get Sizing & Pricing Now »
Residential Well Bestseller Sale Ends March 8 | Get Sizing & Pricing »

Shipping and Warranty FAQ

Common questions about shipping & delivery

 

Tracking & Delivery  

What shipping carriers do you use? 

For small parcel deliveries, we mostly use UPS Ground and occasionally USPS. For freight deliveries, we use FedEx Freight. 

When will my order be shipped? 

If you place your order before 2pm, we will ship out your system the same day! For freight orders, we kindly ask for 1-2 days to ship your system to you. 

Can I change my delivery address?

Yes! Please reach out to our Customer Service team at 855-560-5670 and we can change your address before it ships out, or redirect your packages during transit. 

How can I track my order? 

You will be sent a tracking number to the email you provided once your order is scanned and in transit!  

How do I know I have received my complete order?

The tracking link will display all the packages in your delivery- if all are stated as “delivered”, you are set! 

What if parts of my order come separately? 

That’s okay! Multiple package shipments typically get split up during the shipping process but shouldn’t be too far behind the others! You should be able to track these down with the tracking link provided. 

Why haven’t I received my freight shipment yet? 

To receive freight, we require a scheduled delivery. Please call FedEx Freight/other courier used for a delivery appointment.

 

Delivery Issues

How can I change my order after it’s been placed? 

We recommend you contact us immediately upon realizing you need to make a change on your order. We will make sure you get what you need! 

Some of my items have been damaged in transit- what do I do?

Shipping damage is frustrating! Sometimes, it’s luckily just box damage, so please make sure to unbox everything and email support@ruralpowersystems.com with any photos of damaged items. Pictures are helpful to us in assessing how we package our orders and helps prevent problems in the future. Replacements will be promptly arranged with our Customer Service team.
My order hasn’t moved during transit for a while/packages are missing- what do I do? 

Please reach out to our Customer Service team. We will initiate a lost investigation. Please allow us 24hrs to look into the situation.

 

I did not receive the correct parts.

While we strive for perfection and satisfaction every day, sometimes, mistakes regrettably happen. Our greatness as a company is rooted in taking care of people in an extraordinary way, which means recognizing & admitting to our mistakes. We are so sorry you received the incorrect parts and we will make it right for you! Please contact our Customer Service team at (855) 560-5670 so we can get the correct parts shipped out to you ASAP! 

 

RPS Water Pumps Warranty

 

TERMS & CONDITIONS

These Terms and Conditions (“Terms”) are entered into by and between you and Rural Power Systems Inc. dba RPS Water Pumps, and apply to any products purchased from RPS Water Pumps (“RPS Products”) and related services provided through our website (“Services”). BY PURCHASING OR USING RPS PRODUCTS and/or SERVICES YOU ACCEPT AND AGREE TO BE BOUND BY THESE TERMS, AND OUR PRIVACY POLICY. If you do not want to agree to these Terms or the Privacy Policy, you must not purchase any RPS Products or Services

CHANGES TO THE TERMS

We may revise and update these Terms from time to time in our sole discretion. All changes are effective immediately when we post them on our Website (www.rpswaterpumps.com), and apply to all purchases of RPS Products and all access to and use of the Services thereafter.

Your purchase of RPS Products and continued use of the Services following the posting of revised Terms means that you accept and agree to the changes. You are expected to check this page from time to time so you are aware of any changes, as they are binding on you.

PRODUCT INFORMATION

All RPS Product descriptions, prices, and availability are subject to change without notice. We also reserve the right to limit the quantities of any Products or Services that we offer, and to refuse service to anyone for any reason at any time.

DIY INSTALLATION WARNING; ASSUMPTION OF RISK

RPS Water Pumps (“RPS Products”) come with an easy to install Do-It-Yourself (“DIY”) kit intended for the consumer to install themselves or with the help of others. THE RISK OF INJURY AND ELECTRIC SHOCK EXISTS AND COULD RESULT IN SERIOUS BODILY INJURY OR DEATH. You are the best judge of your own capacity and qualifications to determine whether you can install the RPS Products or if you require assistance. Only qualified persons should install the products. Turn off power before installing.  By purchasing an RPS Product, you acknowledge the potential risks and agree to assume all such risks of injury, including death.

In some cases, you may decide to hire a professional to complete some or all of the installation. Whether self-installed or professionally installed, RPS Water Pumps is unable to guarantee or offer any compensation for troubleshooting, replacing parts, pulling pumps or anything else involved in the troubleshooting/replacement process, regardless of the reason for the warranty claim.

But never fear, RPS Water Pumps has tens of thousands of customers across the USA who have successfully installed and, in those rare cases, troubleshoot their system with the help of our dedicated RPS Water Pumps support engineers!

 

ORDERING AND PAYMENT

When you place an order on our Website, you agree to pay for the RPS Products and any applicable shipping and handling fees. We accept payment by credit card, debit card, and PayPal, and all payments are processed securely through a third-party payment processor.

Your order confirmation email is not a guarantee that we have the product in stock or that we will be able to ship the product to you. We reserve the right to cancel any order at any time and for any reason.

The information for all orders placed on our Website is encrypted using industry standard SSL technology. We do not store your credit card information on our servers.

PROCESSING, SHIPPING AND DELIVERY

We make every attempt to ship the same day the order is received.  Sometimes, this is not possible, and the items will ship the following day or days.

We also utilize flat rate USPS boxes to try to keep shipping costs down on a case-by-case basis.  We charge flat rate shipping based on the products weight and size.  If you have a preferred third-party shipping service, please provide this preference with your billing details during the checkout process.

Due to popularity, some of our items require a bit of extra time to ship.  This will be noted on the product page along with an estimated shipping lead time.  Please contact us if you have any concerns, and we will try our best to accommodate your specific needs and communicate throughout.

We will ship your order to the shipping address provided by you during the checkout process. Shipping times and delivery dates are estimates only and are not guaranteed. You are responsible for any customs duties, taxes, or fees that may be charged by your area or country. We are not responsible for any delays or damages caused by the shipping carrier.

Title and risk of loss of the RPS Products will pass to the customer upon delivery of possession of the RPS Products by RPS Water Pumps to the carrier, subject to stoppage of RPS Products in transit.

RETURNS AND REFUNDS

Customer shall inspect the RPS Product within 30 days of receipt and will be deemed to have accepted the RPS Product unless you notify RPS Water Pumps of your intent to return the product. You may return the RPS Products purchased, for any reason, for a full refund up to thirty (30) days after the date of purchase. The RPS Products must be unused, in new condition, and you must pay the return shipping or return to product to RPS Water Pumps in person. For your convenience, we are happy to email printable shipping labels and deduct the cost (often a discounted rate vs. retail store rate) from your refund amount.

After 30 days and up to sixty (60) days after purchase, a full refund is not available, but transferrable store credit is available for returned products. Unfortunately, we do not accept returns past 60 days and are unable to offer refunds, however, your product warranty is transferable in event the system is sold during the Warranty Period.

As a condition of this return policy, you agree to give us the opportunity to troubleshoot the issue(s) with the RPS Product to work out any issues prior to return.

We have created an extensive help section of the user manual (www.rpswaterpumps.com/help) and we have an incredible team that can help work out any issues over the phone, text or email at (530) 240-3825 and service@ruralpowersystems.com

PRODUCT WARRANTY

2-Year System Warranty:

Rural Power Systems Inc. (RPS Water Pumps) warrants to the owner for a period of twenty-four (24) months from the date of purchase (“Warranty Period”) such RPS Products will be free from material defects in material and workmanship. During the Warranty Period, RPS Water Pumps will repair or replace any defective part(s) at no cost to the owner.

During the Warranty Period, in the event of a malfunction, the purchaser must return the defective product to receive a replacement. The warranty is limited to the repair or replacement of the defective product purchased from RPS Water Pumps. YOUR USE OF THE SERVICES AND RPS PRODUCTS IS AT YOUR OWN RISK. RPS WATER PUMPS DISCLAIMS ALL WARRANTIES UNLESS EXPRESSLY PROVIDED IN THESE TERMS, INCLUDING BUT NOT LIMITED TO ANY WARRANTIES OF MERCHANTABILITY, NON-INFRINGEMENT, AND FITNESS FOR A PARTICULAR PURPOSE. The above remedies shall be the sole and exclusive remedies and RPS Water Pumps’ sole liability for any breach of the limited warranty set forth above.

This warranty does not apply when the RPS Product has not been installed according to the instructions or damage has occurred through abuse, carelessness, negligence, improper installation, connecting to an improper voltage (most commonly, connecting too many panels in series for your controller) or degraded wells. Your warranty is linked to your product’s serial number, which is on record at RPS Water Pumps. RPS Water Pumps will quote all replacements not covered by warranty or outside the warranty period.

For a complete list of other available warranties and guarantees visit: www.rpswaterpumps.com/terms/

Instant Replacement Program

We understand that time is money, which is why we offer an instant replacement program.  If warranty return of a part is required, we will ship the replacement part immediately while the defective part is in transit to be returned.  We require a credit card number to ensure the defective part is returned and to prevent fraud.  We place a temporary hold on your card, but if the defective part is returned, there will be no charges to your credit card.

Non-Warranty Replacement

There are occasions when replacement parts will be required past the 2-year warranty period. In these cases, please feel free to contact us for information on individual parts or units.  We will work with you to get your system back up and running.  In addition to replacement parts, we have like-new parts and systems for sale at discount prices.  Contact us for more information.

 

Water Assurance Guarantee:

We offer a money back guarantee that our pump systems will provide you water when sized by one of our engineers to your well, desired setup and final total dynamic pumping head. We do require static water levels, drawdown and pressure requirements are accurately estimated during the sizing process, that installation follows the instructions of the RPS User Manual, and that you give RPS engineers a chance to troubleshoot any issues.

 

LIMITATION OF LIABILITY

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL RPS Water PUMPS BE LIABLE FOR ANY CONSEQUENTIAL, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, PUNITIVE, OR ENHANCED DAMAGES, LOST PROFITS OR REVENUES OR DIMINUTION IN VALUE, ARISING OUT OF, OR RELATING TO, AND/OR IN CONNECTION WITH ANY BREACH OF THIS AGREEMENT, REGARDLESS OF (A) WHETHER SUCH DAMAGES WERE FORESEEABLE, (B) WHETHER OR NOT RPS WATER PUMPS WAS ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, (C) THE LEGAL OR EQUITABLE THEORY (CONTRACT, TORT OR OTHERWISE) UPON WHICH THE CLAIM IS BASED, AND (D) THE FAILURE OF ANY AGREED OR OTHER REMEDY OF ITS ESSENTIAL PURPOSE.

IN NO EVENT SHALL RPS WATER PUMPS’ AGGREGATE LIABILITY ARISING OUT OF OR RELATED TO THIS AGREEMENT OF THE RPS PRODUCTS, EXCEED THE TOTAL OF THE AMOUNTS PAID TO RPS WATER PUMPS FOR THE PRODUCTS PURCHASED BY CUSTOMER.

INDEMNIFICATION

Customer shall indemnify, defend and hold harmless RPS Water Pumps and its officers, directors, employees, agents, affiliates, successors and permitted assigns (collectively, “Indemnified Party”) against any and all losses, damages, liabilities, deficiencies, claims, actions, judgments, settlements, interest, awards, penalties, fines, costs, or expenses of whatever kind, including reasonable attorneys’ fees, fees and the costs of enforcing any right to indemnification under this Agreement, incurred by Indemnified Party relating to any claim of a third party arising out of or occurring in connection with the RPS Products purchased from RPS Water Pumps or Customer’s negligence, willful misconduct or breach of this Agreement. Customer shall not enter into any settlement without RPS Water Pumps’ or Indemnified Party’s prior written consent.

INTELLECTUAL PROPERTY

All intellectual property rights of RPS materials and content on the Website, including but not limited to text, designs, images, graphics, logos, and software, is the property of RPS Water Pumps or its licensors and is protected by US intellectual property laws. You may not use any of our intellectual property without our prior written permission.

WEBSITE TERMS

Website Content. The information presented on or through the Website is made available solely for general information purposes. We do not warrant the accuracy, completeness or usefulness of this information. Any reliance you place on such information is strictly at your own risk.

WITHOUT LIMITING THE FOREGOING, RPS Water PUMPS DOES NOT REPRESENT OR WARRANT THAT THE SERVICES OR CONTENT WILL BE ACCURATE, RELIABLE, ERROR-FREE OR UNINTERRUPTED, THAT DEFECTS WILL BE CORRECTED, THAT OUR WEBSITE OR THE SERVER THAT MAKES IT AVAILABLE ARE FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS OR THAT THE SERVICES OR ITS CONTENT WILL OTHERWISE MEET YOUR NEEDS OR EXPECTATIONS.

We may update the content available through the Services from time to time, but its content is not necessarily complete or up-to-date. Any of the material available through the Services may be out of date at any given time, and we are under no obligation to update such material.  From time to time, RPS Water Pumps may issue an update to the Services, which may add, modify, and/or remove features; these updates may be pushed out automatically with little or no notice.

 

Users Outside the United States. The owner of the Website is based in the state of California in the United States. We make no claims that the Services or any of its content is accessible or appropriate outside of the United States. Access to the Website may not be legal by certain persons or in certain countries. If you access the Website from outside the United States, you do so on your own initiative and are responsible for compliance with local laws.

 

Privacy Policy. All information we collect through the Services is subject to our Privacy Policy RPSwaterpumps.com/terms/. By visiting the Website and using the Services, you consent to all actions taken by us with respect to your information in compliance with the Privacy Policy.

 

Copyright Infringement. We take claims of copyright infringement seriously.  We will respond to notices of alleged copyright infringement that comply with applicable law.  If you believe any materials accessible on or from the Services (including the Website) infringe your copyright, you may request removal of those materials (or access to them) from the Services by submitting written notification to us at copyright@ruralpowersystems.com.

 

Feedback. To the extent that you give us feedback, comments or suggestions concerning the Services (collectively, “Feedback”), you acknowledge and agree that all Feedback is RPS Water Pumps’ sole and exclusive property, and you hereby unconditionally and irrevocably assign and transfer to RPS Water Pumps, your entire right, title and interest in and to any intellectual property rights that you may now or hereafter have in or relating to the Services.  To the extent that the foregoing assignment is ineffective for whatever reason, you agree to grant and hereby grant to RPS Water Pumps a non-exclusive, perpetual, irrevocable, royalty-free, worldwide license (with the right to grant and authorize sublicenses) to make, have made, use, import, offer for sale, sell, reproduce, distribute, modify, adapt, prepare derivative works of, display, perform, and otherwise exploit such Feedback without restriction.  At our request and expense, you will execute documents and take such further acts as we may reasonably request to assist us in acquiring, perfecting and maintaining our intellectual property rights in, and other legal protections for, the Feedback.