All refunds will be credited to your original form of payment within 7 business days.
Frequently Asked Questions
Shipping
When will I get my tracking number?
Your tracking number will only be available when your order has been shipped.
To follow your order’s processing timeline, please check the email with the title “Shipping update for order” that we send, which contains your tracking link.
How do I track my order?
Option 1: Click here and provide your order information to check the order status.
Option 2: Check your fulfilled confirmation email to get the tracking number. You can check the tracking details with that
Note: If you can’t track your order, please kindly recheck your Email address, your Order ID or contact us to support.
Why has the tracking status not been updated? What should I do?
Tracking information may not be updated immediately for some reasons, such as:
The tracking number has just been created. After being sent out, your tracking number will need up to 3-5 business days to be updated due to delays between the scanning process and the website’s updates.
The package may not be scanned until it reaches the regional hub near the destination.
The package is in transit between the origin and the destination country. Once the package leaves the origin country the tracking information will not be updated until it reaches the destination country.
The package arrived at the destination country. With international shipping, once the package lands in your country (destination), the tracking link will stop updating but it does not affect the delivery process.
However, if your tracking status has not been updated for over 7 business days, please contact us to be supported right away.
Why are my items shipped separately?
If your order contains a variety of products, your items may be split up during the manufacturing process which leads to separate shipments. (Rest assured that you’re only charged one combined shipping fee for all the items in your order during checkout).
You will receive a shipping notification for each shipment in your order. If the second package does not arrive after a few next days, please contact us and you will be assisted right away.
Payment
Which currency will be used?
In Homepage, Product pages, and your Cart, the price shows in your currency so it can be easier for you to consider a purchase.
However, once you reach the Checkout page, both your subtotal and Tax fee (if any) will be converted back to US dollars and you will be charged in US dollars.
Will I be charged with customs and taxes?
Import duties, taxes, local taxes and charges are not included in the item price and shipping cost. Hydashop is not responsible for reporting or paying taxes. These charges vary from one country to another and are the buyer’s responsibility.
All orders are made on Hydashop are DDU (Delivery Duty Unpaid) basis, import taxes and duties will not be paid through Hydashop. Instead, the shipping carrier will invoice you upon delivery of your merchandise depends on the sales tax laws of the location to which you are shipping.
Please check with your country’s customs office to determine what these additional costs will be.
Refund & Returns
How do I cancel my order?
If you wish to cancel or change your order details, please email us. A Customer Service representative will check and confirm if the order can still be canceled.
Please keep in mind that any cancellation after 12 hours upon approval of the order will no longer be allowed.
For more details, please see our Returns & Refund Policy
How do I request for a new replacement?
To proceed with the replacement quickly, please include a photograph demonstrating the issue and send it to [email protected] for further assistance.