Shipping

What is your shipping policy?

Processing & fulfillment

• Typical packing/fulfillment: 2–3 business days.
• Sales & releases: allow 5–10 days for processing.
• Custom etch items may require extra time.
• Tracking is sent once the order ships.

Damage claims

• Report within 7 days of delivery to contact us.
• All stickers/tags must still be attached; photo proof required.

Important

• We’re not responsible for lost, stolen, damaged orders, or addresses entered incorrectly at checkout.
• Unclaimed/undelivered mail not returned to us will not be refunded. If returned to us, refunds are issued minus applicable fees.

International Shipping

Duties/taxes, transit expectations, and limitations.

Duties & taxes

• All international mail ships DDU (Delivery Duties Unpaid), excluding Canada.
• Customer is responsible for duties/taxes determined by the destination country.
• These fees aren’t refunded.

Transit times

• Timing depends on destination and carrier; contact your postal service for updates.
• Orders are generally received within 10–12 business days.
• Holiday volumes can extend timelines.

Limitations

• HydroJug isn’t responsible for lost, stolen, damaged packages, or insufficient addresses.
• Unclaimed/undelivered mail not returned to us won’t be refunded; if returned, a refund is issued less applicable fees.

Warranty & Returns

How do I make a return?

Start your return in our portal and make sure your items meet the return conditions. Returns within 30 days 

Before you start

• Refunds can take up to 5 business days after the item is delivered to our warehouse.
• Items must be in new condition with tags attached.
• If the item doesn’t meet our terms and conditions, the refund will be denied and the item will be disposed of.

Start a return

1. Visit our Return Portal.
2. Use the provided label within 14 days. Regular returns must be sent within 30 days of delivery.
3. All shipping costs for regular returns are paid by the consumer.
4. All sale purchases and giveaway winnings are final.

Warranty

Limited Lifetime Warranty

At HydroJug, we’re committed to providing high-quality products built to last. That’s why we offer a limited lifetime warranty on all manufacturer defects.Covers manufacturer defects

What the warranty does not cover

• Normal wear and tear
• Accidents or drops
• Odor issues
• Negligence or misuse by the customer
•  Disassembly of lids (e.g., Traveler Lids), which may void the warranty if it results in damage or reduced performance 
•  Third-party modifications, such as laser etching or engraving, which may void the warranty 

We reserve the right to determine whether the issue qualifies as a manufacturer defect.

What we may ask for

To help us process your claim, we may request:

• Proof of purchase
• Clear photos of the defect
• A brief explanation of how the issue occurred

Please note: We cannot process claims without a clear photo of the issue.

How to submit a warranty claim

1.  Use the Contact Us form or email us .
2.  Include your order number, the email address used at purchase, and a photo of the issue (required for validation). 
3.  A HydroJug representative will respond within 2 business days of your submission. 

Processing & shipping

If your issue is determined to be a manufacturer defect, HydroJug will cover all shipping costs related to your replacement.

• Claims are typically reviewed within 3–5 business days.
• Approved replacements ship within 5–10 business days.

We appreciate your understanding and are here to help if you have any questions!

International Returns

Return requirements .Returns within 30 days 

Requirements

• Refunds may take up to 5 business days after delivery to our warehouse.
• Items must be new with tags attached.
• Returns that don’t meet terms may be denied and disposed of.
• Regular returns must be sent within 30 days of delivery.
• All sale purchases and giveaway winnings are final.