Shipping

We appreciate your purchase and want to make sure you know what to expect as your order moves through our fulfillment process. In most situations, our team requires about two to three business days to prepare items for shipment. During peak periods, which may include major promotions, holiday sales, or the release of new products, the preparation window may be longer. In those cases, it is normal for processing to extend to approximately five to ten days before the package leaves our facility. Any shipping timeline advertised for standard or expedited methods begins only after the order has officially departed from our warehouse. If your purchase includes a custom-etched product, please be aware that these items require specialized handling and additional production time, which may lengthen the overall fulfillment period. As soon as your package is dispatched, a tracking number will be sent to the email address associated with your order so you can follow its progress.

If your package arrives with any signs of shipping-related damage, it is important to notify our support team within seven days from the date of delivery. You can contact us by emailing service@thehydrojugs.it.com. Please ensure that any original stickers, labels, or product tags remain attached when reporting the issue, as this helps us verify the condition of the item at the time it was received. We will also request clear photo documentation to support the claim. Images should show both the damaged product and the condition of the packaging so that we can evaluate the situation accurately and work toward a resolution.

It is essential to double-check your address at checkout, as we rely entirely on the information submitted during your purchase. We are unable to provide refunds or replacements for orders that are lost, stolen, or damaged after delivery, nor can we be held responsible for shipments that are sent to incorrect addresses entered during checkout. Once a package has been delivered or misdelivered due to an address error, we cannot retrieve or compensate for the order. For this reason, we strongly recommend reviewing your shipping details carefully before confirming your purchase.

Occasionally, a package may go unclaimed or may be returned by the postal carrier due to unsuccessful delivery attempts. If an order is neither picked up nor returned to us, we are unable to issue a refund. Should the package make its way back to our facility, we will process a refund; however, any applicable fees—including return shipping costs or carrier charges—may be deducted from the total amount refunded. These fees vary depending on the circumstances and the transportation method involved.

If you need further clarification regarding our shipping procedures, delivery expectations, or handling timelines, our support team is available to assist you. You can reach us directly at service@thehydrojugs.it.com with any questions or concerns. Providing your order number in your email will help us locate your information quickly and offer more efficient assistance. Our goal is to ensure that you have all the details necessary to understand how your order is processed from start to finish and to support you should any issues arise during shipping.