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FAQs

Account & Privacy


How do I create an account?

Click "Register" in the top right corner of the website and enter your email address, password, and necessary shipping information to complete your account creation.

We recommend registering with your regular email address so you can receive order notifications, shipping updates, and promotional alerts.


What if I forgot my password?

Click "Forgot Password" on the login page and enter your registered email address. We will email you a reset link.

Please note: The link has a time limit; please complete the request within the validity period. If you haven't received it for an extended period, please check your spam or promotional folders.


How do I check my order status?

After logging in, go to the "My Orders" page to view real-time order progress (pending, shipped, completed, etc.) and shipping tracking information.


Is my personal information secure?

Yes. We strictly adhere to our privacy policy and data protection standards. We only collect the minimum information necessary for order processing and after-sales service. We do not sell or disclose it to third parties. For more information, please refer to the "Privacy Policy" page at the bottom of the website.



Orders


Why didn't I receive an order confirmation?

After placing an order, a confirmation email will be sent within 48 hours. Please check your email (including spam and spam folders). If you still haven't received your order, please contact us via email or online customer service to confirm your order.


How can I modify or cancel my order?

Unshipped orders: Please contact customer service as soon as possible and we will do our best to modify or cancel your order.

Shipped orders: Since the shipping information has already been generated, it cannot be changed directly. In this case, you can refuse the order or follow the return process after signing for it.


Can I change the delivery address or recipient?

If your order hasn't been shipped yet, you can contact customer service to modify it. If it has already been shipped, you can try to contact the courier to intercept it or go through the return process after signing for it. To avoid delays, please carefully check the delivery address and contact number when placing your order.


Why was my credit card payment declined?

Possible reasons include:

  • Incorrect card information entered (card number, expiration date, CVC);
  • The billing address doesn't match what's on file with the issuing bank;
  • The credit limit has been reached;
  • The card has expired or is frozen;
  • The bank system identified the order as an unusual transaction.

If multiple attempts are unsuccessful, we recommend contacting your card issuer for confirmation or switching to a different payment method.



Shipping


What shipping methods are available? How long does it take to receive your order?

Standard shipping: 7–14 business days, suitable for most orders;

Expedited shipping: 3–5 business days, requires contacting customer service for individual arrangements.

Shipping times are for reference only and may be affected by weather, holidays, and customs clearance.


How can I track my order after it's shipped?

We'll notify the shipping company and tracking number via email after shipment. You can also view the shipping progress in real time on the "My Orders" page.


What should I do if the packaging is damaged or items are missing upon delivery?

Before signing for delivery: Please inspect the package in the presence of the courier. If the packaging is severely damaged, refuse it and contact customer service immediately.

After signing for delivery: If you discover any damage or missing items, please take photos and submit them to us within 24 hours. We will promptly process the request and apply for a replacement or compensation.


Are international orders subject to tax?

Some countries may impose customs duties or import taxes, which are usually borne by the recipient. Specific tax rules vary by local law. If customs clearance issues result in delays or returns, we will actively assist, but additional fees may apply.



Returns and Exchanges


How do I request a return or exchange?

Please email contact@epoecho.com and provide:

  • Order number;
  • Description of the issue;
  • Clear photos or videos of the product.

We will respond within 48 hours and provide return and exchange instructions.


What are the conditions for a no-questions-asked return?

Returns are accepted within 30 days of receipt, subject to the following conditions:

  • The product is unused and shows no signs of wear;
  • Packaging and accessories are complete;
  • The product is in its original condition.


How long does it take for a refund to be processed?

Refunds will be processed within 7 business days after product acceptance. Refund processing time depends on the payment method and bank processing speed, but is generally completed within 10 business days.



Product Materials and Safety


What material are your water bottles made of? Are they safe?

Our products are primarily made from:

  • 304 food-grade stainless steel: corrosion-resistant and heat-resistant;
  • BPA-free plastic: safe and harmless, containing no bisphenol A;
  • Food-grade silicone: flexible and odorless.

All parts that come into contact with beverages are tested and meet food safety standards.


Does stainless steel affect the taste? Will it rust?

High-quality 304 stainless steel will not affect the taste of drinking water and is not prone to rust. We recommend avoiding prolonged use of high-acid or high-salt beverages and cleaning regularly according to the instructions to extend the lifespan.


Does this product contain BPA or other harmful substances?

No. All plastic components we use are BPA-free and have passed rigorous safety testing, so you can use them with confidence.