Frequently Asked Questions

Everything you need to know about Norell. Still need help? Contact us at

Product

What exactly is the Norell filter?

It's a soft, whale-shaped cover that slips over your bath spout — with a real water filter inside. Every drop of bath water passes through the replaceable cartridge on its way into the tub, so the water touching your baby's skin is cleaner than the water leaving your pipes.

One whale, two jobs: it filters the water and cushions the spout.

What does it filter out of the water?

The cartridge is designed to reduce chlorine, heavy metals, rust, and sediment. The usual suspects behind dry skin, irritation, and that faint swimming-pool smell in tap water.

Curious what's actually in your water? Check your zip code here — it takes 30 seconds

Will it fit our tub spout?

Almost certainly. Norell is designed to fit standard tub spouts, round or rectangular. And if yours turns out to be the rare exception, our 60-day return policy has you covered .

How do I install it?

Slide it over the spout, and that's it. No tools, no plumber, no adhesive. You'll spend longer opening the box than installing the whale.

Is it safe for newborns?

Yes, that's who we built it for. The housing is made from soft, baby-safe, BPA-free materials with no sharp edges, and the filter adds nothing to the water; it only takes things out. You can use it from the very first bath.

Does it protect against bumps too?

Yep. A hard metal spout at a curious toddler's head height is a classic bath-time hazard, the whale's soft body covers it completely. It's the spout cover you'd want anyway, with a filter inside.

Filters & Subscription

How long does a filter cartridge last?

Between 30 and 90 days, depending on how often the tub gets used — one baby bathing twice a week is very different from three kids bathing daily. Answer two quick questions on the product page and we'll tell you your exact replacement schedule.

How do I know when it's time to replace?

You don't have to know, this is exactly why we created the personalized subscription. Your replacement cartridge shows up right when your current one is due, on the schedule we calculated for your family. No mental load, no calendar reminders, no expired filter quietly doing nothing.

How does the subscription work?

Replacement cartridges arrive on your personalized schedule at $29 each*. No commitments, no minimums. You can pause, update your delivery schedule, or cancel anytime through your account in about two clicks. No phone calls, and no need to jump through hula hoops.

Should I subscribe or buy one time?

If it's for your own tub, we recommend subscribing. It's $20 cheaper upfront, replacement cartridges show up on your family's schedule, and you can cancel anytime, so there's no real downside.

Buying it as a gift? Go one-time. The lucky parents can start their own subscription later, on a schedule that fits their family.

Shipping & Ordering

How fast is shipping, and what does it cost?

Shipping is free on every order — no minimums, no thresholds. Orders arrive within 3–7 business days, and we ship Monday through Saturday.

Where do you ship to?

Right now we ship to the United States, Canada, and Australia.

Will I get tracking for my order?

Of course. The moment your order leaves our warehouse, you'll get an email with a tracking link so you can follow the whale all the way to your door.

What if my package is lost, stolen or damaged?

At checkout you can add shipping protection for $2.99, which covers lost, stolen, or damaged packages with an instant replacement. But protected or not — if something goes wrong in transit, email us and we'll make it right. We're not going to leave you without a filter over a courier's mistake.

Can I buy it as a gift?

Absolutely, it's become a favorite baby shower gift. Ship it straight to their door (or yours), and with the floating thermometer included in every box, it arrives ready to gift.

Returns & Warranty

What is the 60 day return policy?

Try Norell for 60 days. If you don't notice softer skin, less irritation — or you simply don't love it — return it for a full refund. We'll even cover the return shipping. No questions, no hassle, no forms designed to make you give up.

How do I start a return?

Email hello@norellwater.com with your order number and we'll send you a prepaid return label the same day. Once your return is received at our warehouse, your refund will go back to your original payment method within 5–7 business days.

Will I get tracking for my order?

Of course. The moment your order leaves our warehouse, you'll get an email with a tracking link so you can follow the whale all the way to your door.

What does the 1 year warranty cover?

Every Norell filter comes with a 1-year warranty covering defects, leaks, and any hardware or attachment failure. If something breaks that shouldn't, we replace it free — no receipts hunting, your order email is enough.

The only thing it doesn't cover is normal cartridge wear, that's the part designed to be replaced.