Shipping and Returns
Shipping and Delivery Information:
At Simply Hydro your product is delivered directly from the manufacturer’s warehouse to your location via UPS,FedEx or LTL Truck Freight. All LTL deliveries are curbside. This means the truck driver brings the boxes to the edge of the truck and you take them off of the truck. You are responsible to transport the boxes to where you would like them. Once your order has shipped a freight company representative will call you at the number you provide during checkout to arrange a delivery date and time, if your order is shipping UPS or FedEx ground it will arrive at your door without a call ahead of time. You will be responsible for inspecting, and unpacking your order. Due to the large sizes and weight, bigger orders such as grow boxes must be delivered on a freight truck. Your location must be easily accessible or they may not be able to deliver directly to your house. If this is the case you will need to arrange another location where your order can be delivered.
Please take care when ordering – if you order the wrong products, change your mind or give us an address that the truck cannot get to you are responsible for the cost of freight to you, the cost of freight back to warehouse and a 20% restocking fee.
Shipping is for the 48 contiguous United States only. Hawaii, Alaska and international destinations will be determined on a case-by case basis. The Florida Keys, any islands in the contiguous 48 states without bridges will incur additional freight charges.
If you do not accept the shipment, refuse the shipment, or cancel the order after it has shipped you will be responsible for freight to you and all return shipping charges plus a 20% restocking fee. If you have any questions or concerns about the delivery process feel free to contact us and we will be happy to explain the delivery process to you.
Damage Information: Damage during shipment is a rare occurrence, but it does happen from time to time. If you notice any damage due to shipping before unpacking please make a note with the driver stating the damage on the delivery receipt. In case of concealed damage, please sign the delivery receipt and note “Pending Inspection” with the driver. If you notice any damage after the truck has departed please contact us immediately. Please do not refuse a shipment with damage. We require you to provide us with digital images showing proof of the damage to be sent to email@example.com along with a description of the damage and reference to your name and order number. Please also make sure to keep the original packaging until the damage issue is resolved. In some cases, such as with a large pieces, we may need to arrange for the freight carrier to pick up the damaged item(s) and return it to the manufacturer’s warehouse. All damage issues must be reported within 5 business days of delivery. You must also provide digital images as proof of damage within 5 business days of delivery. We will then gladly arrange for a new replacement to be sent out to you free of charge.
Return Information: If for some reason you would like to return a product you must contact firstname.lastname@example.org within 5 business days of receipt of your order. All returns must be in the original packaging and be received in original, new and re-stockable condition in order to receive a refund less all shipping and handling charges and a 20% factory re-stocking fee if applicable. You may not return any items that have been used or are not in new original condition. Returns will only be accepted for a period of 5 business days after delivery. You will also need to prepare your item(s) for shipment. Please repack anything to be returned securely and it must be in the original packaging. Make sure the package is fully sealed before shipping.
Our Customer Service Experts will then arrange to have the item(s) you want returned picked up from your home or business and inform you of the pickup date and time. Remember that shipping and handling charges and factory restocking fees (if applicable) are not refundable (except in the case of incorrect or defective items). Please contact us at 800-758-9044 for details.
After we receive and inspect your return, we will refund the credit card used for the purchase less any shipping fees and factory re-stocking fees if applicable.
Shipping and handling charges plus factory re-stocking fees are not refundable (except in the case of incorrect or defective items). Shipping and handling charges and factory re-stocking fees will be deducted from the total refund amount. Please give us a call at 866-487-8011 and we will be happy to assist you with the return process.
Custom Orders and Cushions: Many of the products we offer are customizable, with cushions that are custom made-to-order. As a result, some of the manufacturers we sell do not accept returns of these items (except in the case of incorrect or defective items). Please contact us for more information about returning custom special order or custom items such as cushions.
*Store Policies are subject to change without notice.