Customer Service Policy

Our Promise to You: Hydration, Supported

At The HydroJugs Outlet, we believe exceptional hydration deserves exceptional support. Whether you’re choosing your first bottle or your fifth, we’re here to ensure your experience—from click to sip—is seamless, satisfying, and truly refreshing.

1. Shipping & Delivery

  • Worldwide, On Us: Every order ships free, no minimums, no hidden charges. Because great hydration should travel far, but cost you nothing extra.

  • Processing Time: Orders typically ship within 1–2 business days.

  • Tracking: Once your order is on the move, you’ll receive a tracking link to follow its journey to you.

2. Returns & Exchanges

  • 30-Day Happiness Guarantee: If your bottle isn’t a perfect fit for your lifestyle, let us know within 30 days of delivery for a free return or exchange.

  • Condition: Items must be unused and in original packaging.

  • How to Start: Email us at [email protected] with your order number. We’ll guide you through the easy return process.

3. Damaged or Defective Items

  • Zero Hassle: If your bottle arrives damaged or has a manufacturing flaw, contact us immediately. We’ll ship a replacement at no cost—no return needed in most cases.

4. Contact & Response Time

  • We’re Here: Reach us anytime at [email protected].

  • Response Goal: We strive to reply within 12 hours during business hours (Monday–Friday, 9 AM–6 PM PST).

  • Real Humans: No bots, no scripts—just genuine help from our hydration team.

5. Privacy & Security

  • Your Trust Matters: We never share or sell your personal information. Payments are processed securely via encrypted channels.

6. Transparency

  • No Surprises: All policies, pricing, and product details are clearly stated upfront. Questions? Just ask.

7. Feedback Welcome

  • Help Us Grow: Your experience shapes what we do. Suggestions, stories, or even hydration tips—we’re all ears.