Shipping Policy
Shipping Terms
Shipping Terms on all orders placed with Custom Hydro are FOB Origin, shipping pre-paid and add.
- The Buyer assumes title and control of the goods the moment the carrier takes possession of the package.
- The Buyer assumes risk of transportation and is entitled to route the shipment.
- The Buyer is responsible for filing claims for loss or damage with the responsible carrier.
Prepaid & Add
- The Seller prepays the transportation charges but adds the charges to the invoice for reimbursement from the Buyer.
Shipping Time
Most orders will ship the next business day, provided the product ordered is in stock. Items not in stock at the time of order placement will be placed on back order and shipped when they become available. Refunds for items on backorder may be requested anytime prior to shipment.
Orders are not processed or shipped on Saturday or Sunday, except by prior arrangement.
We cannot guarantee when an order will arrive. Consider any shipping or transit time offered to you by this site or other parties only as an estimate. We encourage you to order in a timely fashion to avoid delays caused by shipping or product availability.
Shipping Cost Estimates
We offer UPS Next Day, 2nd Day and Ground rates for you to choose from. Orders with a total weight over 200 pounds will be offered LTL freight options to choose from (see below for more details). The rates for these services are calculated automatically by the website and displayed for your review on the cart and checkout pages.
Products that are classified as Hazardous Materials will incur extra shipping fees.
You get charged what we get charged by the carrier, which means you enjoy our discounted rates. We do not offer free shipping or order-total-based discounts on shipping. Shipping costs are not included in our product prices — what you see at checkout is the carrier's rate, passed through at cost.
As a single-location distributor, our shipping costs are calculated by the carrier based on package size, weight, and distance. Unlike large retailers with fulfillment centers nationwide, we ship from one warehouse — which means freight costs to distant destinations can sometimes approach or exceed the product cost. This is entirely carrier-determined and outside our control.
Shipping is not just a carrier charge. Every order requires boxes, overpack bags, and packaging materials — none of which are free. There is also real labor involved in picking, packing, and preparing your order for shipment. That is the service you are asking us to provide, and it has a cost. We price our products competitively and do not hide these costs inside the product price.
If a local supplier can serve you at lower freight cost, we encourage you to explore that option. We're happy to earn your business when the logistics make sense for you.
⚠ UPS Heavy Package Surcharge
UPS applies a Heavy Package surcharge to any package weighing 50 lbs or more. This is a carrier-imposed fee and is not a Custom Hydro markup — we pass it through at cost with no additional margin. Many of our products ship in 50 lb bags and will be subject to this surcharge. If you are ordering multiple 50 lb bags, consider whether your total order weight exceeds 200 lbs — at that threshold, LTL freight options are available at checkout and are often significantly cheaper than UPS ground for large orders.
LTL Freight
Orders exceeding 200 pounds will receive LTL freight quotes based on the details you provide, including whether you require lift-gate (L) service or an appointment (P) at the time of delivery. It is crucial to provide accurate information; otherwise, you may incur additional charges, or your order might be delayed or canceled. If your location has restricted access, such as a gate, or is too small for a 53-foot semi-tractor-trailer to navigate, please contact us before choosing LTL freight shipping. Any additional charges incurred by the carrier post-delivery will be passed on to you.
If you lack a dock or forklift, select a rate that includes lift gate service which is denoted by "(L)" at the end of the rate description.
If you require an appointment at the time of delivery, choose a rate with "(P)" at the end of the rate description.
If you require both lift gate and appointment at the time of delivery choose a rate with "(L | P)" at the end of the rate description.
International Shipments
We ship internationally. Please note that we are not customs brokers and cannot guarantee customs clearance. Import duties, taxes, and compliance with destination country regulations are the buyer's responsibility.
Carrier Accounts
We are unable to ship on customer-provided carrier accounts.