Frequently Asked Questions

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

 hello@norellwater.com

About Norell

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What is Norell?

Norell is a water filtration brand built on proof instead of promises. Our under sink filter is NSF/ANSI 42, 53 and 372 certified, third-party lab tested, and we publish exactly what it removes and what it does not.

Where is Norell based?

Norell is an independent  brand based in United States. Our filters are designed and engineered here, manufactured with vetted international partners, and independently lab tested before they reach you.

What payment methods do you accept?

We accept Visa, Mastercard, American Express, Discover, Diners Club, JCB, Maestro and UnionPay, plus PayPal, Shop Pay, Apple Pay and Google Pay. Every payment is processed securely through Shopify.

Are your filters independently certified?

Yes. The Norell Under Sink Water Filter is certified to NSF/ANSI 42, 53 and 372, and we publish our third-party lab results so you can see the contaminants tested and the exact reduction rates yourself.

How can I reach a real person?

Email hello@norellwater.com and a member of our team will get back to you personally. Questions about fit, installation, orders or returns all go to the same inbox.

Products

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What does the Norell filter remove?

It is certified to NSF/ANSI 42 and 53 to reduce chlorine, lead, fluoride, total PFAS, VOCs and microplastics, plus 40+ more contaminants listed in our published lab results.

 

It keeps the healthy calcium and magnesium in, so water tastes clean rather than flat. It is not a purifier, so it should not be relied on for bacteria, viruses, nitrates or arsenic.

Will it slow down my water pressure?

Yes, slightly. Norell is certified at 1.5 GPM, rated across the full 6 month filter life rather than only when new. That is about 4 seconds to fill a glass, compared with the 0.7 to 1.1 GPM many under sink filters publish.

Will it fit my sink, and can I install it myself?

Almost certainly. Norell connects to the standard cold water line under nearly every US kitchen sink, and the free Universal Fit Kit covers both 1/2 inch and 3/8 inch fittings.

 

Most people install it in about 15 minutes with no plumber, drilling or special tools. It is renter friendly too, since it makes no permanent changes to your plumbing.

How often do I replace the cartridge, and what does it cost?

One cartridge is rated for 680 gallons, about 6 months for most homes. Replacements are $67 each, so roughly $134 a year. Your first cartridge comes pre-installed, and a QR code on the filter sets up reminders.

How is it different from reverse osmosis?

Reverse osmosis strips out everything, healthy minerals included, and sends water down the drain as it works. Norell targets the contaminants you do not want, keeps the minerals, wastes no water and needs no extra faucet.

How do I know it actually works?

Every order includes a water test kit so you can check chlorine and lead before and after installing. Our full third-party lab results, including the contaminants tested and reduction rates, are published on the product page.

Orders & Shipping

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How fast is shipping, and what does it cost?

Shipping is free on every order, with no minimums. Orders are processed in 1 to 2 business days and typically arrive within 3 to 7 business days. 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?

Yes. As soon as your order leaves the warehouse you will get an email with a tracking link, so you can follow your filter all the way to your door.

What if my package is lost, stolen or damaged?

At checkout you can add shipping protection for a couple of dollars, which covers lost, stolen or damaged packages with a fast replacement.

 

Protected or not, if something goes wrong in transit, email hello@norellwater.com and we will make it right. We will not leave you without a filter over a courier's mistake.

Returns & Warranty

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What is the 60 day free returns policy?

Try Norell for 60 days. If you do not love it, return it for a full refund, even after it has been installed. We cover the return shipping and charge no restocking fees. No hoops, no forms designed to make you give up.

How do I start a return?

Email hello@norellwater.com with your order number and we will send you a prepaid return label. Once your return arrives at our warehouse, the refund goes back to your original payment method within 5 to 7 business days.

What does the 2 year warranty cover?

Every order includes a free 2 year warranty on the whole system: housing, fittings and hardware. If it leaks, cracks or stops working, we replace it free. No registration needed, your order email is enough.

Can I return it after installing it?

Yes. The 60 day window applies whether the filter is still in the box or already under your sink. Just email us and we will send a prepaid label.

What is not covered by the warranty?

Replacement cartridges. They are consumables designed to be swapped every 6 months, so normal cartridge wear is not a warranty item. Everything else in the system is covered for 2 years.