Shipping and Returns Policies

Shipping:

Hydro-Zone, Inc. orders are shipped standard ground delivery primarily via FedEx Package or UPS. Customers may also choose expedited delivery. Some products require (pallet, lift-gate delivery, etc.) LTL Truck delivery because of their carton size and/or weight, and we will provide very competitive freight quotes to all of the continental USA when requested. When the carton size and / or weight are listed by FedEx or UPS as .Oversized Packaging. under their description listed below, check the R&L freight trucking option. Hydro-Zone receives very competitive shipping rates from R&L, in which, our discount is passed along to our Customers.

When selecting Next Day, 2nd Day, or 3 Day shipping options, please be advised that these options are promised from the time of shipping not from the time the order was submitted. Orders placed after 12:00 PM, will normally be processed the following business day. If your order absolutely must be processed immediately, please call (734) 247-4488 to discuss the situation with a Hydro-Zone Customer Service Representative. Please note that Hydro-Zone.s normal business hours are Monday through Friday. Hydro-Zone.s shipping facilities are closed during weekends and holidays. Orders received Friday after 12:00 PM will normally ship on Monday, although we will try to ship same day, if at all possible. Commercial customer addresses are delivered Monday through Friday.

Freight charges are based on the total order weight, carton sizes (*see oversize carton information below) and the customer's location. No handling fees are imposed, unless special packaging requirements are requested by the Customer.

If an item is out of stock in one of our warehouses, a Customer Service Representative will contact you as soon as possible with expected delivery information. We will give you the choice of waiting until the out of stock item becomes available to ship, removing the item from your order, or having your order shipped in two separate shipments. Hydro-Zone will do everything we can to ensure you receive your order on a timely basis.

Signature Requirement

Consumer orders under $100.00 can waive the signature requirement but by doing so, Hydro-Zone and/or the Carrier will not be held liable for lost or stolen merchandise.

Canadian Shipments

Hydro-Zone will ship orders to Canada via FedEx or UPS at their posted freight charges. Upon delivery Freight Carrier brokerage fees and Canadian Duties and Taxes will also be due. These fees are not included in the freight charges and must be paid to the Carrier at time of delivery.

Hydro-Zone, Inc. is required to provide the country of origin on all products shipped to Canada. Canadian duties are excluded on products shipped from NAFTA countries, as determined by Canadian Customs, but brokerage fees and Taxes will still apply.

This shipping policy allows us to offer the lowest prices on all of our products.

Free Freight Program

Free Freight programs within the Continental USA are available from some of our suppliers based on the total quantity amount ordered. When a free freight dollar volume program is achieved, the freight is automatically deleted from the shopping cart. Products qualifying for free freight will be shipped directly from each respective manufacturer via LTL pallet shipments. Lift-gate charges may apply, if Carrier chosen has a lift-gate charge delivery. Products cannot be combined from different manufacturers to qualify for free freight. Free freight is only available on shipments within the continental USA.

Damaged Shipments:

Please inspect all items received upon receiving your order delivery. If any item in your order arrives damaged please notify us immediately at (734) 247-4488 or email us at customerservice@hydro-zoneinc.com. If the an item has been damaged during shipment, please refuse order and have the Carrier return the Shipment back to their Facility for inspection. Upon receiving a phone call or email from the Customer concerning the damaged shipment, Customer Service will file a claim with the Carrier and arrange for a replacement. Pictures and Carrier inspection may be required. Please inform Hydro-Zone of damaged shipment so we can ship your replacement order, and let Hydro-Zone negotiate with the Carrier replacement costs. Hydro-Zone.s concern is to provide our Customers with excellent Customer Service and will do it.s best to ensure our Customers receive all their orders in a timely manner.

Returns:

If you are not satisfied with your purchase from our warehouse for any reason within 14 days of receiving your item, contact Hydro-Zone Customer Service for a Return Materials Authorization (RMA). A 25% restocking charge will be applied. Special order or direct drop ship form the Manufacturer items are not returnable unless they are defective or the Manufacturer approves the return; a restocking fee to be determined by the Manufacturer would apply. Freight charges are not refundable on returns. The company reserves the right to inspect the product to determine if it's damaged or not re-sellable and to issue credit conditionally. This would include damaged or torn packaging. All defective products are subject to the conditions of the Manufacturer's Warranty. Please refer to our warranties section or request a specific Manufacturer.s Warranty.

How do I handle returns and/or defective products?

Please Email Hydro-Zone.s Customer Service at customerservice@hydro-zoneinc.com and request a Return Material Authorization (RMA). Include your order or invoice number on all return requests. Customer Service will email you instructions for returning product or processing defective products. This will ensure proper and efficient handling of your return.

Please note: Any return that does not have an RMA will not be accepted.

Oversize Package Details:

UPS:

A package is considered .Oversize 1. (OS1) when all of the following conditions apply:
The package's combined length and girth exceeds 84 inches.
The package's combined length and girth is equal to or less than 108 inches.
The package's actual weight is less than 30 pounds.
For each OS1 package, the billable weight is 30 pounds.

A package is considered .Oversize 2. (OS2) when all of the following conditions apply:
The package's combined length and girth exceeds 108 inches.
The package's actual weight is less than 70 pounds.
For each OS2 package, the billable weight is 70 pounds.
The maximum length per package is 108 inches or 270 centimeters. The maximum allowed size per package is 130 inches or 330 centimeters in length and girth combined.

FED EX:

A package weighing less than 30 lbs. and measuring more than 84 inches and equal to or less than 108 inches in combined length and girth will be classified by FedEx Ground as an Oversize 1 (OS1) package. The transportation charges for an Oversize 1 (OS1) package will be the same as a 30-lb. package being transported under the same circumstances.
A package weighing less than 50 lbs. and measuring more than 108 inches in combined length and girth will be classified by FedEx Ground as an Oversize 2 (OS2) package. The transportation charges for an Oversize 2 (OS2) package will be the same as a 50-lb. package being transported under the same circumstances.
A package weighing 70 lbs. or less and measuring more than 130 inches in combined length and girth will be classified by FedEx Ground as an Oversize 3 (OS3) package. The transportation charges for an Oversize 3 (OS3) package will be the same as a 90 lb. FedEx® Ground package being transported under the same circumstances, plus FedEx Home Delivery accessorial charges.
An oversize charge of $45 per package will apply to any package measuring greater than 130. in length and girth.