Shipping, Returns & Refund Policy
All sales are FOB Origin, shipping prepaid and add.
- The Buyer assumes title and control of the goods the moment the carrier takes possesion 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.
There is a shipping rate estimator/calculator on the shopping CART page, simply load the items you are interested in purchasing into the CART and navigate there to enter your address details and get a shipping estimate. The CART link is in the upper right area of the page. It looks like this:
You MUST have items in your CART before you can access the CART page and receive a shipping estimate.
The calculated rate is based on the order weight and the info you provide for the delivery address. The rate is calculated from the carriers listed base rate. Any discount Custom Hydro receive's off the carriers listed base rate is used to cover the cost of the packaging materials and labor and is considered packaging/handeling fee. We will not use your carrier account so you can save on the shipping cost, unless you provide the packaging materials and labor as well.
The shipping address must be a verifyable address. If our system can not automatically verify the shipping address your order will be declined. Often simple spelling errors or abreviations will cause the system to decline the order.
It is your option to choose shipping via USPS or UPS, for large orders contact us for shipping/freight estimates. Hazardous materials and limited quantities can NOT ship USPS so please choose UPS GROUND, otherwise your order will be delayed and or refunded. Generally, all orders will ship the following business day after you place the order. Orders placed on Friday will ship on the following Monday. USPS picks up at approximately 10:00 a.m. c.s.t daily and UPS picks up at approximately 3:00 p.m. c.s.t. daily.
We use plain brown boxes with no advertisement for UPS shipments.
International orders ship via USPS Priority Mail or UPS. The customer is responsible for any and all customs brokerage fees and Value Added Taxes.
Custom Hydro takes care to package every order in a durable overpack package.
In the event of damage during shipping, you the customer will be responsible for making any claims with the carrier for compensation due to damages.
Pallet loads shipped starting around $300.00, contact me for an estimate to your commercial address.
I use Central Transport for most LTL freight, you can estimate the freight cost at the following link, use zipcode 64850 as the origin. Courtesy Rate Quote
Return and Refund Policy
DO NOT return merchandise without a RETURN AUTHORIZATION NUMBER! Requests for returning merchandise must be made within 30 days of receipt of the merchandise. The return will only be accepted when it is accompanied by a RETURN AUTHORIZATION NUMBER given by an authorized representative of
17262 Kodiak Rd.
Neosho, MO 64850
To begin the process for returning or receiving a refund for merchandise, contact me at firstname.lastname@example.org .
Credit extended for approved returns will be based on actual invoice value at the time of shipment. Returns will be assessed a 20% handling charge unless otherwise specified in writing by our representative. All charges incurred by the return of goods will be at the buyer’s expense.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted: (if applicable)
Book with obvious signs of use
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact me at email@example.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and send your item to: Custom Hydro 206 East 4th St. Miller, MO 65707
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail your product to: Custom Hydro 17262 Kodiak Rd. Neosho, MO 64850.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.