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Customer Service FAQs

Order Status

Q: Has my order shipped?
A: When your order ships, we send a confirmation email. In addition, you can check order status in the My Account section.
Q: How do I track my order?
A: When your order ships, we send a confirmation email with the tracking number in it. Visit UPS.com and input that tracking number. In addition, you can check order status in the My Account section.
Q: When will my backorder arrive?
A: Call 1(877) 238-9119 to speak with a 3M Customer Care Team representative to determine the status of backordered products.
Q: How do I cancel my order/item?
A: If you want to cancel your order within two hours of having submitted your purchase request, you can visit My Account and cancel your order in the Order History section. After two hours, you will need to call 1(877) 238-9119 to speak with a 3M Customer Care Team representative.
Q: Can you help me answer other Questions about my order status?
A: Call 1(877) 238-9119 to speak with a 3M Customer Care Team representative.

My Account

Q: How do I create an account?
A: Click on the Register link at the top of the screen. Complete the required information and click Create. Click on Edit to provide your Personal Information. You can set your preferred method of contact at this point. You will be asked to set a reminder preference. This is so that we can provide you with reminders that your filter change is approaching.
Q: How do I edit My Account information?
A: Click on Log In. This will take you to your Personal Information Page. Click on Edit and make the appropriate changes.
Q: I forgot my password.
A: Click on Log In. In the lower left hand part of the screen, there is a place to request your password. It will be sent to the email address you provided when you created the account.

Shipping/Delivery

Q: What do I do if an item is missing from my shipment?
A: If a portion of your shipment is missing, please call 1(877) 238-9119 to speak with a 3M Customer Care Team representative immediately. They will arrange to have the missing components shipped to you immediately.
Q: What do I do if my product is missing parts?
A: If your product is missing some of its components, please call 1(877) 238-9119 to speak with a 3M Customer Care Team representative immediately. They will arrange to have the missing components shipped to you immediately.
Q: What if my item is received in damaged condition?
A: We will replace any defective product(s) within 30 days of original purchase with a new product of the same model. To report defective products, please call 1(877) 238-9119 to speak with a 3M Customer Care Team representative within 30 days of your purchase.
Q: When will my order ship?
A: Your order will ship as soon as possible; however, order processing takes 3-5 days. When you select expedited shipping, the order processing time remains the same.
Q: What items require special handling?
A: Water Treatment Systems and Water Softeners require special handling because they exceed UPS shipping size and weight constraints. In addition, Water Treatment media require special handling.
Q: Can I track my package?
A: When your order ships, we send a confirmation email with the tracking number in it. Visit UPS.com and input that tracking number. In addition, you can check order status in the My Account section.

Pricing/Billing

Q: What are my payment choices?
A: We accept American Express, Discover, MasterCard and Visa.
Q: When will my credit card be charged?
A: Your order will not be charged to your credit card until it has shipped.
Q: Why can't I edit my credit card information?
A: To ensure protection of your financial information, you cannot edit existing credit card information, including updates to your expiration date. If there are any changes you need to make to your stored credit card(s), please delete the existing or expired card and re-add it with the correct or updated information.
Q: When will my credit appear on My Account?
A: Credits to your account will appear in 4-6 weeks.
Q: What do I do if I have a question on my charges?
A: Call 1(877) 238-9119 to speak with a 3M Customer Care Team representative.
Q: How do I use a coupon or promotional code?
A: There is a location in the Shopping Cart to input Promotional Codes and Coupon Codes.

Returns

Q: How do I return my product?
A: To return product for any reason other than defect, call 1(877) 238-9119 to speak with a 3M Customer Care Team representative within 30 days of your purchase. You will receive an RMA number and instructions about how to return the item(s). The product must be unused, in the original packaging and must contain all of the original components. We will not accept any products that have been used, damaged or are otherwise not able to be resold. It is critical that you call and receive an RMA number prior to returning any product. Packages that arrive without an RMA number cannot be linked to a specific customer and will be discarded. We do not refund shipping on returned products.
Q: What do I do if I received the wrong product?
A: If you receive the wrong item, please call 1(877) 238-9119 to speak with a 3M Customer Care Team representative. They will arrange to have the wrong product picked up. In addition, they will arrange for expedited shipment of the correct product.

Customer Service

Q: What is your Privacy Policy?
A: 3M Global Privacy Policy.
Q: How can I contact you?
A: You can contact us by e-mail, phone or regular mail. Click here for contact details.

Filter Replacement Subscriptions

Q: How can I change my replacement filter subscription?
A: Click on Log In. This will take you to your Personal Information Page. Click on Edit and make the appropriate changes. You can also call 1(877) 238-9119 to speak with a 3M Customer Care Team representative.
Q: How do I cancel my filter replacement filter subscription?
A: Click on Log In. This will take you to your Personal Information Page. Click on Edit and make the appropriate changes. You can also call 1(877) 238-9119 to speak with a 3M Customer Care Team representative.

Filter Replacement Email Reminders

Q: How can I change my filter replacement email reminders?
A: Click on Log In. This will take you to your Personal Information Page. You can adjust the email reminder at the bottom of that page. You can also call 1(877) 238-9119 to speak with a 3M Customer Care Team representative, who can make the change to your filter replacement email reminders.
Q: How do I cancel my filter replacement email reminders?
A: Click on Log In. This will take you to your Personal Information Page. You can adjust the email reminder at the bottom of that page. You can also call 1(877) 238-9119 to speak with a 3M Customer Care Team representative, who can make the change to your filter replacement email reminders.

General Questions

Q: How do I know I need a filter?
A: Your public water authority does the best it can to provide you with water that is potable. However, water that is passed through a series of pipes to reach your home may contain sediment. Therefore, a sediment/rust reduction filter is advisable on the incoming water line. Our sediment reduction filters help protect washers and seals from premature wear, help prevent aerators and valves from plugging, and help keep your water heater from collecting excessive sediment.
Q: How do I know what size filter to use?
A: For a home with 1-2 bathrooms, the 3M Basic Filtration System for Sediment is appropriate. A home that has 3-4 bathrooms will probably require larger capacity sediment filter such as the 3M Whole House System for Well Water or 3M Whole House System for City Water.
Q: I have a moderate amount of hardness (calcium and magnesium) in my water, but don't want to use a softener. What can I do?
A: The 3M Scale Inhibition Whole House System incorporates a scale inhibitor that utilizes two important mechanisms to help inhibit scale buildup and corrosion. The first helps prevent scale from forming and the other treats the surface of the piping to help prevent the negative effects of hard water scaling or corrosive water.
Q: How often should a sediment cartridge be changed?
A: The 3M Whole House System for Well Water should be changed approximately once a year, or when a drop in water pressure is noticed, whichever comes first. The cartridges in the 3M Basic Filtration System for Sediment should be changed every six months, or when a drop in water pressure is noticed, whichever comes first.
Q: How often should a taste/odor cartridge be changed?
A: The 3M Whole House System for City Water should be changed approximately once a year, when the taste or odor returns, or when a drop in pressure is noticed, whichever comes first. 3M Basic Filtration System for Chlorine Taste and odor should be changed every six months, the taste or odor returns, or when a drop in pressure is noticed, whichever comes first.
Q: Will a sediment filter stop the red/brown stains on the fixtures and laundry?
A: Water that appears to be clear but causes stains when allowed to sit, such as in the toilet or where hot water and chlorine bleach are used, contains dissolved iron. Because this iron is not in a particle form, but dissolved into the water like salt is in sea water, treatment other than a particle filter is needed. You can request a water analysis to determine the best treatment. Click here
Q: Can lead be removed from the whole house?
A: The greatest risk of lead is through ingestion. It was only as recent as 1987 that the use of lead-solder was prohibited. In any home built before that time, lead could be reintroduced into the water after a whole-house lead reduction system filter. In addition, the chemical reaction that takes place to reduce lead takes some time. The high flow rates required for whole-house reduction makes lead impractical to treat for the whole-house. Since lead poses the greater risk when ingested, it makes sense to focus treatment at the point of use, such as the kitchen.
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