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Santevia Frequently Asked Questions
What are the black particles in my pitcher and how do I get rid of them?
The particles in your pitcher are excess Granulated Activated Carbon (GAC) pieces that have escaped the filter. These are not harmful to consume and do not reduce the functionality of your pitcher filter. They have had reports of customers finding them in either the upper tank or in the bottom part of their pitcher. These particles are typically all flushed out in the preparation stage, but it is possible for them to appear in your pitcher during use. To reduce them, please remove your filter from the pitcher and re-rinse the filter under running water. Be sure to shake actively and thoroughly until the water from your filter runs clear.
When will my purchase be refunded?
Refunds are issued once your return has been received and inspected at the warehouse. When your refund is issued, you will be notified by email. Refunds generally take 4-7 business days to appear on your credit card statement. If it does not appear on your credit card statement within 10 business days please contact them so they may assist you in tracing your refund.
Can I track my shipment?
Yes of course! After your package has shipped, they will email you a tracking number that you can use to track your shipment. Click on the link in the email to get all the updates. If you do not receive your tracking number in an email within 2 business days, please check your spam folder for an email from "[email protected]".
How do I know my personal information is safe and secure?
They've taken several steps to ensure all information received from their online visitors is secure from unauthorized access and use. Santevia.com is Level 1 PCI Compliant and your data is stored securely as its processed via third party payment processors on the Shopify hosted platform. Santevia does not store credit card information on its servers to ensure your security and to reduce the risk of fraud.
Does Santevia offer coupon codes?
Santevia offers a 10% discount code on your first purchase. You can claim your coupon code by signing up to their newsletter. If you have signed up to their newsletter but haven't received the code, please check your spam folder.