Ordering & payment
How do I place an order?
Add the items you want to your cart, go to checkout, enter your shipping and payment details, and place the order. You will get an email confirmation right away with your order number.
What payment methods do you accept?
We accept all major credit and debit cards, and popular digital wallets, processed securely through our payment provider. Your full card number is never stored on our servers.
Is my payment information secure?
Yes. Payments are encrypted and handled by a PCI-compliant processor. We only receive confirmation that a payment succeeded, not your card details.
Can I change or cancel my order?
If your order has not shipped yet, email support@hydroonline.store with your order number and we will do our best to change or cancel it. Once an order has shipped we cannot recall it, but you can return it under our Refund & Returns Policy.
Shipping & delivery
Where do you ship?
We ship to all 50 U.S. states and APO/FPO addresses from our facility in Austin, Texas. We do not currently ship internationally.
How long will my order take?
Most orders leave our warehouse within one business day, then take about 3 to 6 business days in transit for standard shipping. Expedited options are available at checkout.
How much is shipping?
Shipping is calculated at checkout based on your order and destination. Orders over $75 ship free within the contiguous United States.
How do I track my order?
You will get a tracking link by email as soon as your order ships. Allow up to 24 hours for the first carrier scan.
Returns & refunds
What is your return policy?
You can return most unused items in their original condition within 30 days of delivery. See our Refund & Returns Policy for the full details and a few exceptions.
My item arrived damaged — what do I do?
Email us within 7 days with a photo of the item and packaging and we will send a replacement or refund at no cost to you.
How long do refunds take?
Once we receive and inspect your return, refunds are issued to your original payment method within 5 to 10 business days.
Product care
Are your bottles and tumblers dishwasher safe?
Most stainless and Tritan items are top-rack dishwasher safe; insulated lids and glass pieces are best hand-washed. Check the care card included with each product.
How often should I replace my water filter?
It depends on the model and your water, but most cartridges last about two to three months of typical household use. We stock replacement cartridges for every filter we sell.
Will glass items survive shipping?
Yes — we pack fragile items in molded, cushioned packaging. In the rare case something breaks in transit, we replace it right away.
Still have a question?
Email support@hydroonline.store or visit our Contact page. We are happy to help.