We predominately ship our products using Fedex shipping. All orders are shipped insured. The items valued at $500.00 or more are shipped with a request for “Signature Proof of Delivery”. Once you have been notified that your shipment has been sent, please use the tracking information that we provided to insure that there will be an adult present (must be 18 years of age or older) that can sign for the delivery.
It is mandatory that all sales placed from, or being shipped out of the United States must be done so over the phone. These orders will not be fulfilled without additional steps being taken by Hydrilla Gear or its employee’s to verify both the payment and delivery information is accurate and viable.
Occasionally, we will offer free shipping on certain products. If you purchase multiple items, some of which some the free shipping is not being offered, you will be charged for the shipping on those items regardless if they have been placed in the same box as an item that is being sent without any shipping fees applied. All items being which qualify for free shipping will be sent ground. All expedited shipping will be offered at an additional cost.
All in stock orders will ship within 2-3 business days. If you purchase an item that is out of stock at the time your order was placed, it will be handled accordingly; Hydrilla Gear will contact you and explain the current situation. We will work diligently to resolve any issue and stay in contact with the customer with any updates. Hydrilla Gear strives for unsurpassed customer support. We understand that some things are out of our hands however will do our best to help in resolving an issue.
All online orders that include a valid e-mail address will be sent an order acknowledgement. When the order is shipped from our distribution center you will receive a shipping confirmation via email to inform you of your order status. Your shipping confirmation will include ship date, carrier and tracking number if applicable. Smaller items may be shipped using U.S.P.S. and may not have tracking information available.
Prior to returning your items you must contact Hydrilla Gear for an RMA (Return Merchandise Authorization) number. You can return new, unopened items within 7 days after they have been delivered to you. Items must be returned in their original packaging. You will be responsible for paying all return shipping fees. All shipping fees Hydrilla Gear incurs for items sold and listed as free shipping will be held from the refunded amount. You will also be assessed a 15% restocking fee. If you are requesting a refund, the refund will be issued in the same method of payment that was used to purchase the merchandise. Returns will not be processed until the item is in Hydrilla Gear’s possession and has been reviewed. If a returned item is found to be damaged we will not be able to refund the charge. If Hydrilla Gear finds the item to be damaged and said item needs to be returned to the purchaser, all shipping fees will be covered by the purchaser. Any items left at Hydrilla Gear for more than 30 days from delivery will be considered forfeited merchandise. Hydrilla Gear reserves the right to dispose of forfeited items at its own discretion.
Damaged or Defective Merchandise
If you receive damaged or defective merchandise, please contact us so we can work with the shipper, or the manufacturer to resolve the problem. Please contact our Customer Service Department at (844) 562-7673.
All electronics that are covered by the manufacturer’s warranty should be returned to the manufacturer for replacement or repair. If you need our assistance in locating the manufacturers information, please contact our Customer Service Department at (844) 562-7673.
Orders can only be cancelled if they have not been shipped. To cancel an order, you must contact customer service either by e-mail or by telephone at (844) 562-7673. If the item has been offered as free shipping any cancellation will result in the customer being responsible for the cost of freight.
Purchasing Products without using a credit card.
If you do not wish to process your order online by submitting your credit card information, please contact our Customer Service Department at (844) 562-7673.
Online Payment Options
Visa, Mastercard, American Express, and Discover. If you wish to place an order and pay by PayPal, please contact our Customer Service Department at (844) 562-7673.