Shipping policy

Order Processing Times

Domestic Shipping Rates & Estimates

All small retail orders (12 units or less) of DOWN JOHN™ receive FREE USPS PRIORITY SHIPPING with tracking & insurance, for delivery within the continental United States (not including US Virgin Islands, Alaska, Hawaii, Canada & Puerto Rico). 

Customers will be charged shipping on:

• Retail Orders of 12 units or more
• Retail Orders shipped to addresses outside the Continental US (including Hawaii, Alaska, Puerto Rico, Canada & the US Virgin Islands). See estimated shipping rates below. *Exact cost of shipping will be calculated & provided by seller prior to your purchase.
• Wholesale Orders. All wholesale customers receive a special discounted shipping rate. See estimated shipping rates below. *Exact cost of shipping will be calculated & provided by seller prior to your purchase.
  
  

Shipping Rates to Hawaii / Alaska / Puerto Rico / US Virgin Islands

Estimated delivery time: 3 to 5 business days

*rates are estimated amounts 

Wholesale Orders

Estimated delivery time: 3 to 5 business days

All wholesale customers receive a special discounted shipping rate.

*rates are estimated amounts 

International Shipping

At this time, we do not ship to countries outside the US and Canada. See table below for estimated shipping rates to Canada.

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. ENSOL LLC DBA DOWN JOHN is not responsible for these charges if they are applied, and are your responsibility as the customer.

Shipping Rates to Canada

Estimated delivery time: 10 to 14 business days

 *rates are estimated amounts 

How Do I Check the Status of My Order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. Check your confirmation email for the status of order tracking.

If you haven’t received your order within 5 days of receiving your shipping confirmation email, please contact us at info@downjohn.com with your name and order number, and we will look into it for you. 

Shipping to P.O. Boxes

Where at all possible, please use a physical address for the receiver's mailing address. If you do input a PO Box address and the shipping carrier cannot accept the address, someone at DOWN JOHN will attempt to contact you for an alternate address. DOWN JOHN will not be responsible for undeliverable packages to PO Box addresses. DHL Express does not deliver to PO Box addresses so a physical address should be selected.

Refunds, Returns, & Exchanges

Click here to read more about our Refund Policy.

We want you to be happy with your DOWN JOHN™ Septic Tank Treatment, so if for any reason you are unsatisfied with the performance of your product or have any questions, please reach out to us on 1-888-529-9001 or info@downjohn.com so we can address your concerns and make things right. 

If you would like to initiate a return or exchange with us, your DOWN JOHN™ product must have been purchased on our website, www.downjohn.com. (For Amazon customers, please see our Refund Policy for Amazon orders).

We accept returns up to 30 days after delivery ONLY if the item is unused, if each of the components within the packaging is unopened, and the box is in its original condition.  We will refund the full order amount minus the shipping costs for the return.

To request a return or exchange, please email info@downjohn.com with "Refund - Your Order #" in the subject line and we will work with you to process the return. DOWN JOHN™ cannot be held liable for lost in-bound packages.

In the event that your order arrives damaged in any way, please email us as soon as possible at info@downjohn.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

If you have any further questions, please don't hesitate to contact us at info@downjohn.com or call us at 1-888-529-9001 M-F, between 9-5pm CST.