I am extremely frustrated with this company. I spent time researching which pitcher seemed best, as I didn't like the one I got before, and have been spending $$ on bottled alkaline water ever since, and wanted to stop that and replace with a good pitcher. There was a sale on IW's website, so ordered through them. I waited awhile for the package to arrive, and then didn't open the box with the pitcher right away. When I did a couple of weeks later, it was broken. The box it was sent in had ZERO padding in it, which is ridiculous for a thin plastic pitcher. I contacted the company, thinking they would want to make it right, right away. Instead they told me that their products come from different warehouses and they do not directly control shipping, instead, it goes through another company - Route. A mandatory charge is added to the invoice, for insurance with Route. So, IW customer service told me to send them photos, and to go through Route to request a replacement or refund. I just figured out how to navigate through Route's system, and then got a message that is was too late to get a replacement. My request is under 30 days from the time I ordered. IW's website states this under their return policy, even if you use the pitcher, which I obviously did not, as the pitcher is cracked in half upon arrival: "Buy With Confidence We offer a 60 day return policy. Within 60 days of your purchase you may return an item, and we will pay for the return shipping. We will also refund you 100% of your purchase." So, I am furious. I have been trying to order directly from companies, instead of Amazon, but after this experience, I will be extremely wary. I am still pursuing a refund or replacement but buyers should be aware of the misleading information and how many hoops they make you jump through. I would not order from them again if I had known they were going to pawn me off to another company who won't take responsibility for their poor packaging methods. AND, I'm still left without a pitcher, and only a few bottles of water left. Sadly, this pitcher still looks superior to others I've looked at, so hoping the company will send me a new one. And I'd also like a major discount on future products for all of my trouble. I have now spent minimum 2 hours on this, and see I'll be spending even more. P.S. Tried to add the photos of the cracked pitcher, but when I clicked on that option, didn't go anywhere. The company has my photos. Also, I have both spoken on the phone and emailed with them.