Shipping & Return Policy
Thank you for shopping at HydroLock! It is of upmost importance to us that your shopping and receiving experience is easy and stress free. Below you will find all necessary information about our shipping and returns policy.
Shipping rates are based off of weight and receiving location. We work with the best carriers in the business to make sure your order gets to you on time and in proper condition.
We full-fill orders 7 days a week for fast delivery, but please allow up to 2 business days from time of order to shipping.
Since the actual delivery of your order can be impacted by many events beyond HydroLock's control once it leaves our warehouse, HydroLock cannot be held liable for late deliveries. We will, however, always work with you to ensure a smooth delivery.
At HydroLock you may return any new, unused product in its original packaging within 15 days of shipment for a full refund (excluding shipping costs). Opened and/or used products are not returnable, unless defective or damaged when you receive it. (See Policy Below)
Customers will be credited the purchase price, minus the shipping charges incurred when initially shipping the item(s) to you (not the shipping charges you paid when purchasing the items). If you received free shipping when you purchased items, the actual shipping charges incurred when shipping the items to you will be deducted from your refund. The customer will also be responsible for the return shipping costs. All refunds are issued only after the product is received back in full and checked for compliance with the policies.
Please consult the return process for information on how to complete a return.
All refunds will be credited to the credit or debit card or PayPal account originally used to purchase the product. You will only be refunded the purchase price of the product. Shipping costs are non refundable unless the below conditions apply.
• A Full refund including the original shipping cost will only occur in the case of defective products, products that were damaged during the shipping process, or incorrect shipments of products.
You must submit tracking numbers for every package shipped to our returns department by emailing us at email@example.com
NOTE: HydroLock is not liable/responsible for lost or un-trackable return packages that you ship back to us. We highly recommend using a shipping service that provides a tracking number and that you hold that number in your records.
Please allow 2-3 business days to process your return from the time it reaches our Returns Department.
Contact your credit card company for information on when the credit will arrive in your account.
If you received a discount for ordering multiple items, returning one or more of those items may void that discount.
HydroLock is not responsible for any item that is not returned in the manner set forth above.
• Contact customer service by email with RETURN as the subject (firstname.lastname@example.org)
• Follow the instructions in the email.
• Product must be in original packaging with any manuals and brochures originally included (unless product is defective and being returned under warranty)
372 S Salem St
Denver CO 80012
Cancelled Orders by HydroLock Systems
A customer service representative will always contact you before we cancel an order. There are multiple reasons we may need to cancel an order.
• We are unable to process your payment information on a quote
• We cannot ship to the address provided
• You placed duplicate orders
Invalid Shipping Address
You will be contacted by a representative if your shipping address shows invalid or will not confirm in our system. Once a valid address is confirmed your order will process.
An order is considered a duplicate order when two matching orders are placed within a small period of time (usually same day). If this occurs you will be contacted by a representative to clarify and confirm.
Customer Order Cancellation
If for any reason you decide to cancel your order, contact Customer Service immediately. If we are able to cancel your order before it is shipped out, you will receive a full refund, including shipping fees.
If the order is shipped before you contact Customer Service, we won't be able to cancel it. However, you can return it, following the applicable Product Return steps above.
We work hard to make sure that you are happy with every HydroLock purchase. If you have any questions or concerns about our policies or your order please contact customer service by phone or email.
If a shipment is incorrect please contact us with a description of the issue immediately. You will receive an email back with instructions on how the exchange will be handled.