Customer Service Policy: Thehydrojag – Your Satisfaction, Our Priority

At Thehydrojag, we’re committed to providing not just exceptional insulated water bottles, but also a seamless, supportive customer experience. We understand that trust is built on transparency and reliability—and that’s exactly what our customer service policy is designed to deliver. Whether you have questions about an order, need help with a return, or want to troubleshoot a product, we’re here to assist you every step of the way.

1. Contacting Our Customer Service Team

We make it easy to reach us whenever you need support. Our dedicated team is ready to help with prompt, friendly responses:

  • Email: Reach out to us 24/7 at [email protected] (we aim to reply within 12–24 business hours, excluding weekends and major U.S. holidays).
  • Response Time: For urgent inquiries (e.g., missing orders, damaged items), we prioritize resolution and will follow up with you as quickly as possible—often within 6–8 business hours during weekday hours (9 AM–5 PM PT).
  • What to Include: To help us assist you faster, please include your order number (if applicable), product name, and a clear description of your request (e.g., “return for size exchange,” “question about insulation performance”).

2. Returns & Exchanges: Risk-Free for 30 Days

We want you to love your Thehydrojag insulated water bottle—and if you don’t, we’ll make it right. Our return and exchange policy applies to all products purchased directly from thehydrojag.com:

  • Eligibility: Items must be returned within 30 days of delivery, in their original, unused condition (with all tags, packaging, and accessories intact). Used or damaged items (unless the damage occurred during shipping) may not be eligible for a full refund.
  • How to Start a Return/Exchange:
  1. Email our team at [email protected] with your order number and reason for return/exchange.
  2. We’ll send you a pre-paid return shipping label (for U.S. orders) and step-by-step instructions.
  3. Pack the item securely and ship it back to us. Once we receive and inspect the item (usually 2–3 business days), we’ll process your request.
  • Refund Timeline: Refunds will be issued to your original payment method within 5–7 business days of inspection. Exchanges will be shipped out within 2–3 business days of inspection (subject to product availability).
  • Exceptions: Custom-engraved bottles or limited-edition items are final sale and cannot be returned or exchanged, unless they arrive damaged or defective.

3. Shipping & Delivery Issues

We work with trusted carriers to ensure your order arrives on time and in perfect condition. If you encounter shipping delays or receive a damaged package:

  • Missing or Delayed Orders: Use the tracking number provided in your order confirmation email to check delivery status. If your order is delayed by more than 3 business days (beyond the estimated delivery date), email us at [email protected]—we’ll investigate and provide updates, or arrange a replacement if needed.
  • Damaged Items: If your bottle arrives cracked, dented, or with defective parts (e.g., leaky lid), please:
  1. Take photos of the damage and the original packaging.
  2. Email the photos, your order number, and a description of the issue to [email protected] within 48 hours of delivery.
  3. We’ll send you a free replacement (no need to return the damaged item) or issue a full refund—whichever you prefer.

4. Product Warranties: Quality You Can Trust

All Thehydrojag insulated water bottles come with a 1-year limited warranty against manufacturing defects (e.g., faulty insulation, defective lids, or rusting that isn’t caused by misuse). Here’s what the warranty covers:

  • Coverage Period: 1 year from the date of purchase.
  • What’s Covered: Defects in materials or workmanship that affect the bottle’s performance (e.g., a lid that won’t seal, insulation that fails to keep drinks hot/cold).
  • What’s Not Covered: Normal wear and tear (e.g., minor scratches from daily use), damage from misuse (e.g., dropping the bottle from a height, using it for non-beverage items), or damage caused by improper cleaning (e.g., using abrasive cleaners).
  • How to Claim Warranty: Email [email protected] with your order number, proof of purchase, photos of the defect, and a description of the issue. We’ll review your claim and, if approved, send a replacement part or full bottle at no cost to you.

5. Privacy & Data Protection

We respect your privacy and take the security of your personal information seriously. Any data you share with us (e.g., name, email, shipping address, payment details) is used only to process your order, provide customer service, and keep you updated on promotions (if you opt in). We will never sell or share your information with third parties without your explicit consent. For more details, please review our full Privacy Policy on thehydrojag.com.

6. Feedback & Concerns

Your feedback helps us improve! If you have a suggestion, complaint, or need additional support that isn’t covered above, please don’t hesitate to reach out. We’re dedicated to resolving any issues to your satisfaction—and we value your input as we grow our brand.

Thank you for choosing Thehydrojag. We’re proud to be part of your hydration journey, and we’re here to support you every step of the way.

Thehydrojag Customer Service Team