FAQ
Shipping
How are the shipping charges calculated?
The shopping cart on Hydroxchange.com automatically computes shipping costs and is linked directly to UPS’ calculators with the exception of freight shipments.
When can I expect to receive my order to delivered?
Most orders are shipped out the same day, but in some instances it could take 1-2 days to ship after the order is placed. It could take longer to ship if any item is temporarily out of stock in our state, and at that time we will do everything we can to get those items shipped from another state’s warehouse.
Orders
When is the latest day that I can still cancel my order after order submission?
We can encourage you to triple check your order to avoid restocking fees. Orders cannot be cancelled without incurring a restocking fee after they have shipped out. This time window can be anywhere from 2-5 hours after placing your order.
How to cancel my order and what is restocking fees?
To cancel an order please send email to support@hydroxchange.com or call us at 415-890-6151. We recommend contacting us at the earliest. Once the order is placed our vendors typically charge a 25-35% restocking fee.
How long will it take to refund after order cancellation?
Credit card refunds usually take 3-5 business days. Please contact your bank or credit card company for more information as each institution is different.
What to do when I receive damaged products?
If there is noticeable damage to a pallet shipment, please mark the damage on the bill of lading with the driver and accept the shipment. Do not refuse it. Please let us know immediately exactly which items are damaged, as a claim must be reported within 48 hours of receipt. Take pictures and document to the best of your ability.
Tracking
How to track my shipment?
Tracking information is sent to the email listed on your account. Please be sure your account has your current email address. Also, you can login and opt into text messaging for order communication if you prefer tracking to be send via text.
Can I change my shipping method once the order has been placed?
Please contact us at support@hydroxchange.com to modify orders after they have been placed. We will do what we can to accommodate.
What is the issue when my shipment shows that order is delivered but not reached?
If your tracking number shows delivered on the shipping company’s website but you don’t have it, check the area around your home for the package and ask anyone it may have been left with. If the package is not found, please contact us at 415-890-6151 as soon as possible.
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