Return Policy

Refunds are generally issued within approximately five business days after the returned package has been received and checked in at our warehouse facility. To qualify for a refund, every product must arrive in unused condition and must still include any original tags or identifying materials. Items that show signs of use, or that otherwise fail to comply with the return requirements outlined in our policy, cannot be refunded. In situations where a returned product does not meet these standards, the request will be declined, and the merchandise may be discarded, as we are unable to send such items back to the customer.

All returns must be sent back within thirty days from the date the order was delivered. The consumer is responsible for covering all shipping costs associated with sending the item back to us. Purchases made during promotional sales or items received as part of giveaways are considered final and cannot be exchanged or returned for any reason. These transactions are not eligible for reimbursement or modification once completed.

If you need support or have questions regarding your order, the best way to reach our team is by submitting an inquiry through the Contact Us form on our site. You may also contact us directly by emailing service@thehydrojugs.it.com. To help us locate your order quickly, please include both your order number and the email address used at the time of purchase when reaching out. Providing accurate details will ensure our team can offer assistance efficiently and resolve your concerns as promptly as possible.

Regarding plastic, glass, and stainless steel jugs, it is important to note that our warranty does not extend to bottles or lids that have been dropped, improperly handled, or damaged by accidental misuse. If you believe your product has a manufacturing issue or otherwise qualifies as defective, we encourage you to reach out to our support group. Our team will review the situation, help troubleshoot the problem, and, when appropriate, begin the process of submitting a claim to the manufacturer for further evaluation.

Normal wear or minor cosmetic imperfections that naturally occur during regular use of glass or stainless steel products are also not covered. These may include scratches, small dents, or any similar marks that develop as a result of everyday handling. While our Pro and Core sleeves can physically fit around stainless steel jugs, they were not specifically engineered to be used with them. For the best experience and to avoid unnecessary strain on the sleeves or bottles, we advise using only sleeves that were made specifically for stainless steel designs.

Sleeves and accessories may be returned within thirty business days from the date they were delivered. These items must arrive in unused condition and must still be inside their original packaging materials. Products that have been opened, used, or removed from their packaging cannot be accepted for return.

If you prefer to prepare your own shipping label rather than using one generated through our system, please send your return to the following address:

HydroJug Returns
1017 W 600 N Suite 1
Ogden UT, 84404

Claims regarding damage that happened during transit must be reported within seven days after the package is marked as delivered. All original tags must remain attached, and we will require photographic evidence showing the condition of the item and packaging at the time it was received. Providing clear photos helps us document the claim and work toward a resolution with the carrier or manufacturer when needed.