Shipping & Returns

Shipping Policy

The shipping fee for each order is based on the package weight, package dimensions, delivery destination, and shipping method.

The shopping cart on HydroPacific.com automatically computes shipping costs and is linked directly to UPS’ calculators with the exception of freight shipments. We do not charge handling fees or pad our calculated shipping rates.

HydroPacific.com reserves the right to notify you of any additional shipping charges necessary to deliver your order. We do our best to ensure that shipping is accurately calculated in your shopping cart at the time of purchase, however, at times, it may not be possible to do so accurately (e.g. rural delivery locations, shipments requiring multiple pallets, living on an island, etc.). Should this occur, you’d be notified of any additional charges necessary to deliver your order. If you are notified of any additional charges, you will have the right to modify or cancel your order for a full refund.

Shipping Methods and Transit Times

HydroPacific.com strives for excellent fulfillment rates. Shipping from more than 20 warehouses cuts down on transit time to you, which means you get the products you need FAST. Orders always ship from the closest warehouse with stock available to the delivery address. Orders may be fulfilled directly by the manufacturer or distributor in an effort to reduce the shipping time.

If you order more than one item, we’ll make every effort to send available items together. Depending on availability, an order may ship from several locations. If we decide to break your order into multiple packages, you will NOT incur any additional freight/shipping charges. Tracking information will be sent to the email address provided on the order for each portion of the shipment.

When selecting shipping options, please be advised that these options are promised from the time of shipping, not from the time the order was submitted. Please understand that it takes time to process the payment, pick your order from the warehouse, securely pack it in a box, label it, and get it ready for shipping. The shipping times below refer to items labeled with an availability of In Stock – In Stock Items Ship Within 24 Hours.

Shipping Method	Processing Time	Delivery Time
Standard Ground	1–24 Hours	1–6 Business Days (Average of 2-3 Business Days)
*Two-Day Air	1–24 Hours	2 Business Days
*Next Day Air	1–24 Hours	1 Business Days

*Any expedited order (2nd Day Air or Next Day Air) placed after 11 AM PST should be confirmed over the phone with a HydroPacific.com representative @ 707-467-0400 to prevent any unexpected delays caused by missing the same day shipping window. Some locations in Alaska and Hawaii require additional transit time.

What are the Different Shipping Options?

We ship via UPS, FedEx, and other common carriers that provide insurance and tracking. Small items and parts may be shipped via USPS. Some shipments must be signed for while others may be left at the driver’s discretion. Items shipped via standard ground are generally delivered within 2-3 business days but can take anywhere from 1-6 business days. Shipping times do not include up to 24 hours for processing.

Standard Ground Shipping (FedEx/UPS): 1-6 business days (average of 2 business days). Items qualifying for free shipping will be shipped via standard ground unless the shipment must be palletized.
Second Day Air: Shipment time is two business days.
Next Day Air: Shipment time is one business day. An item will be delivered the following business day if the carrier receives the item prior to their daily cut-off (varies by carrier).

UPS and FedEx will make three attempts at a successful delivery. If the receiver is unavailable to accept the delivery, the shipment will be returned to sender after the third attempt.

Curbside Delivery (Freight/LTL Shipping)

This shipping method is reserved for large, heavy, or oversized items like, flood trays, large tents, oversized reflectors, commercial air conditioners/dehumidifiers, etc. These select items are palletized, loaded onto a large truck for shipment and delivered by scheduled appointment with a lift-gate for to-the-curb service. All items must be inspected for damage incurred in transit and signed for prior to the driver leaving.

Shipment time is generally 3-7 business days. Please understand that some areas are not serviced daily.

Freight (LTL) Shipping offers:

Freight (LTL) orders over $3,500 ship for free.

*Some restrictions may apply; always check the shipping charge on the cart page after entering the ship-to zip code. Montana, Hawaii and Alaska do not qualify for free shipping offers.

Order Tracking

Once an order has been shipped, an order confirmation will be sent to the email address on file with the tracking number for the order. If your order is fulfilled from more than one location, you will receive multiple shipment confirmations with tracking for each portion of your shipment.

Click on the tracking link in the email to follow the shipment of the package on the carrier's website. If you did not receive a tracking number by email or need to confirm the tracking information, please contact us at orders@hydropacific.com or call HydroPacific.com at 707-467-0400.

Order Processing

Immediately after placing an order with HydroPacific.com, an order confirmation will be sent to the email address provided.

We try our best to get orders processed on the day it is placed if the order is placed before 11 AM PST Monday through Friday. Most in-stock items are shipped within 24-48 business hours of the order being placed with the exception of select custom and built-to-order products. Orders placed over the weekend are received and processed as soon as possible on Monday morning.

Each order placed on HydroPacific.com goes through our processing department before it can be shipped. If two or more business days have passed since you submitted payment and you have not received an email with tracking information, please log in to your account to track your order(s) and/or contact us at 707-467-0400 or send a message to orders@hydropacific.com.

First, please check that your email address was entered correctly. If it’s correct, please check your spam folder to make sure the order confirmation and tracking information weren’t filtered out of your main inbox by your email settings.

When Can I Expect My Order to Ship?

If you place an order for an in-stock item(s) before 11 AM PST Monday through Friday there’s a good chance we can process the order and ship it out same day for you. If not, the order will ship the following business day.

Custom products and built-to-order systems generally have lead times before shipment. Any applicable lead times will be stated on the product page under price and availability.

Refused Shipments

You will be responsible for full freight charges and applicable fees going both ways and a minimum 20% restocking fee for shipments that are refused for any reason other than the shipment was damaged in transit (not applicable to items damaged in storage) or if the shipping error was made by HydroPacific.com.

Shipping to an Alternate Address

Orders with different billing and shipping addresses may require longer processing times due to additional verification procedures. The added verification and processing time is in an effort to protect our customers and HydroPacific.com from online fraud in a card absent environment.

Providing inaccurate or false information may result in additional delays as we attempt to verify the provided information.

Discreet Order Packaging

We understand the importance of privacy for many of our customers. Most orders placed on HydroPacific.com are shipped in plain brown boxes without stickers, logos or identifying markings.

All palletized (LTL/Freight) shipments are blackwrapped for your privacy. Pallets of hydroponic trays (4’ x 4’ and larger) may be blackwrapped, overboxed in cardboard, or a mix of both in an effort to conceal the contents of the goods shipped.

Shipping Changes Fees (Address Intercept)

If a request to change the shipping address is made after the package ships, it will be subject to an Address Intercept Fee imposed by the shipping carrier. The amount of the fee varies according to the shipping carrier and the destination of the package. Please be aware that not all shipping carriers will accept address intercept changes. This policy is in accordance with the security measures and agreements made with our third party shipping companies.

If incorrect shipping information is given, it may result in your order being delayed to the desired destination.

Damaged Shipments

Please inspect all shipments carefully for damage or missing items prior to signing for them (if required). The freight carrier often denies claims after the shipment has been signed for. In the unforeseen event your shipment arrives damaged, please report any damages or missing items to the delivery driver, note any issues on the delivery receipt, and contact HydroPacific.com immediately.

If you sign your name on the freight bill without noting any damages, you are stating that you have received your shipment/order in acceptable condition. Once signed for, there will be no reimbursement of freight charges, order costs or any other charges incurred by you from HydroPacific.com.

Back-orders

In the unlikely event we are unable to ship your order completely, we reserve the right to ship the stock we have and back-order the items we’re unable to ship. You will not be charged additional shipping charges for the back-ordered item(s).

If an item you ordered is out of stock, we will attempt to contact you. We will let you know when the item is expected to be available again and will give you the option of waiting for the item to ship or having the order removed from your order for a refund.

Back-ordered items are charged in full at the point-of-sale, just like in-stock items. This reserves the item with the manufacturer, or, in some cases, to reserve an item that’s made to order.

To cancel a back-ordered item, contact customer service at 707-467-0400 or send an email to orders@hydropacific.com and we can further assist you.

Signature Required

Due to the valuable contents of some shipments, HydroPacific.com may require a signature upon delivery. Such guidelines will not be overruled upon the customer's request. Please understand that this is a security measure taken by our company to guarantee excellent service and to ensure the safe delivery of each package to the correct recipient. Many of our third-party shipping carriers require signatures upon delivery to protect against fraud and theft. Customers may request a signature upon delivery by calling HydroPacific.com Customer Service at 707-467-0400.

Your Order Shows Delivered But You Don’t Have It

If your tracking number shows delivered on the shipping company’s website but you don’t have it, please do the following:

Check the area around your home for the package and ask anyone it may have been left with.
If the package is not found please contact us at 707-467-0400 as soon as possible.

Occasionally there may be a mix-up in the warehouse and you may have received an incorrect tracking number. If the tracking number is correct, we will contact the shipper to report a missing package.

PacificHydro can not be held responsible for packages stolen from the delivery address so please be sure to ship to a secure location!

Shipping Disclaimers

There are rare and unforeseen events out of our control that may effect shipping times. Severe weather conditions, catastrophic events, or failures by our delivery partners can cause unexpected delays.

HydroPacific.com ships anywhere within the contiguous 48 states, as well as to Alaska and Hawaii. We are currently unable to ship outside of the United States. Please consider using a freight forwarder if your desired delivery destination is outside of the United States.

Most carriers will not ship to PO Boxes. If you enter a PO Box for your shipping address, we may have to contact you for an alternate delivery address.

Returns & Replacements

Returns Information and Eligibility

Thank you for shopping at Hydropacific.com! If you’ve changed your mind about your purchase from us, you may return most unopened items within 30 days of purchase for a refund. Unfortunately we can't accept back Special Order Items, Nutrients, Cones, Cone Filling Machines, Trimming Machines, Lamps (bulbs), Grow Tents, Air Conditioners or Harvest Tools. Current Culture Deep Water Culture systems are made to order and can not be returned for credit.

Please retain all packaging material until you’re completely satisfied with the condition and performance of the item(s) purchased. Doing so will make it easier to return your item(s) if necessary.

Unopened Returns (Within 30 Days of Purchase)

Unopened items shipped from Hydropacific.com can be returned within 30 days of receipt of shipment in most cases (Clearance Items, Special Order Items, Deep Water Culture Systems, Nutrients, Cones, Cone Filling Machines, Trimming Machines, Grow Tents and Harvest Tools do not qualify). Some products have different policies or requirements associated with them. We will issue your refund, less shipping and/or restocking fees (where required) once the product is returned to the warehouse and inspected. Refunds are always issued back to the original payment method. Shipping charges are non-refundable. Orders cancelled after shipment are considered Unopened Returns and will be subject to shipping and restocking fees if applicable.

**All returns must first be authorized by Hydropacific.com. Items returned without prior authorization from Hydropacific.com will be returned to sender. Once your return has processed, you will receive a detailed email with the address of the warehouse the item(s) should be shipped back to and instructions for the return.**

Unopened Returned Item(s) Standards:

Merchandise must be in new, resalable condition, and in the original, undamaged manufacturer’s packaging inside of a plain brown shipping box (over-boxed/double-boxed). Do not send products back in the manufacturer’s packaging without over-boxing.
Products must be free of scratches, dents or cosmetic defects.
Items must not have been used or installed in any way.
Return must include all informational brochures, installation guides, cords & accessories.
Special order items may not be returned for a refund, only for replacement if defective or damaged in transit.

Hydropacific.com may refuse a return for any item not in like-new condition. Additionally, returns may be refused if the manufacturer’s packaging is damaged or missing. The manufacturer’s packaging must be protected with a plain brown shipping box.

You are responsible for return shipping costs and for sending the item(s) back to the instructed warehouse in the same condition the shipment was delivered to you in. We highly recommend insuring your return package with the carrier of your choice. In the unfortunate event you send back an item and it happens to be damaged, lost, or stolen in transit back to the warehouse, Hydropacific.com is not responsible.

Unopened Return Instructions

Request a return by filling out a Return Request Form, by calling at 707-467-0400, or by emailing info@hydropacific.com

HydroPacific.com. All returns must be authorized.
Make sure the merchandise is in its original packaging (manufacturer’s packaging), and place it in a shipping box to prevent any damage to the manufacturer’s packaging.
Please remove or cover any existing shipping labels, stickers, or other materials on the shipping box from previous shipments to avoid confusion. A black marker can also be used to cover any existing labels or bar codes.
Address the package to the fulfillment center provided in the Return Authorization paperwork. Packages are not always returned to the original shipping location.
Drop off the return at any shipping company of your choice. We recommend authorized UPS or FedEx Service Centers as they offer tracking and insurance.
Once you drop off your return, please allow 4-5 business days for your return to reach our warehouse.
Once received, your shipment will be inspected and a refund will be issued within 7 days.

Submit a Return Request

Open-Box Returns (Within 30 Days of Purchase)

Some opened products may be eligible for return within 30 days of purchase at Hydropacific.com’s discretion. If approved, a 20% restocking fee will be applied. Hydropacific.com does not resell returned products as new items. Please contact us to find out if your product is eligible for return with a restocking fee assessed.

Please insure your return shipment with the carrier. In the unfortunate event you send back an item and it happens to be damaged, lost, or stolen in transit back to the warehouse, Hydropacific.com is not responsible.

Products that Hydropacific.com cannot accept back if opened include Grow Tents, Extraction Equipment, Pressing Equipment (Jack Pucks), Cones, Cone Filling Machines, Trimming Tools, Trimmers, Pest Control and Nutrients. Custom built and Special Order Items may not be returned unless defective or damaged in transit. This includes products with custom cord lengths.

Submit a Return Request

Defective Products

Within 30 Days of Purchase

If a product you’ve ordered from Hydropacific.com proves to be defective within 30 days of purchase, we will exchange your product for a new one, issue a credit towards an alternative product, or issue a refund once returned and inspected. Once again, Grow Tents, Extraction Equipment, Pressing Equipment (Jack Pucks), Cones, Cone Filling Machines, Trimming Tools, Trimmers, Pest Control and Nutrients may not be returned for credit.

If you are returning an item purchased from Hydropacific.com due to operational failure, please call or email us first so we can attempt to assist you through troubleshooting. We may be able to fix the problem without the need for a return! Please also check your bulbs, wiring, surge protectors, etc.

All products should be thoroughly tested prior to return. If a returned item is tested and determined to be fully functional, the product will be sent back to you. Hydropacific.com will not offer a replacement or refund in these instances. Please troubleshoot and test your equipment before sending it back as defective!

31 Days or More (Warranty Claim)

Outside of the 30-day return window, you will only be eligible for a repair or replacement under warranty, if offered. Most products sold on Hydropacific.com are covered under warranty. Warranties are agreements between the buyer and the manufacturer, not Hydropacific.com. Hydropacific.com accepts no responsibility, expressed or otherwise for any manufacturer’s warranty. Should you have a warranty issue, you will deal directly with the manufacturer or abide by their policies and timelines. We are bound by the manufacturer’s policy as well. Manufacturers will refer customers back to Hydropacific.com when necessary.

Please be aware that some manufacturers require postage to be paid by the customer to and from them, some will only repair items under warranty, not replace or refund. Some manufacturers require end users to contact them directly for assistance and troubleshooting prior to offering a repair or replacement. It is your responsibility as a consumer to double-check the warranty being offered prior to purchasing a given product.

Items returned outside of the warranty period offered will not be accepted.

**Defective Kind LED grow lights are replaced with refurbished units or repaired per KIND’s Warranty Policy. **

Defective Return Instructions

Request a return by filling out the Return Request Form, by calling Hydropacific.com at 707-467-0400, or by emailing info@pacifichydro.com. All returns must be authorized.
Make sure the merchandise is in its original packaging (manufacturer’s packaging), and place it in a shipping box.
Please remove or cover any existing shipping labels, stickers, or other materials on the shipping box from previous shipments to avoid confusion. A black marker can also be used to cover any existing labels or bar codes.
Tape the printed prepaid FedEx or UPS return shipping label to the sealed box.
Drop off the return at any authorized UPS or FedEx Service Center. Please do not use drop boxes. To find the nearest authorized shipping location, please visit ups.com or fedex.com depending on the label received.
Once you drop off your return at UPS or FedEx respectively, please allow 4-5 business days for your return to reach our warehouse.
Once received, your shipment will be inspected and a refund or replacement will be issued depending on your stated preference.

Submit a Return Request

Refunds

It can take 4-5 business days for your return to reach a Hydropacific.com fulfillment center. Once received and inspected (usually within 3-5 business days of delivery), your refund will be processed and automatically applied to your credit card or original method of payment within 2 business days. Please note, depending on your credit card company’s processing times, it may take an additional 2-10 business days after your credit is applied for it to post to your account as available funds.

If a coupon was applied when purchasing the item returned, a refund for the discounted price paid will be issued to the original payment method.

Special Order Items - These are items that we do not stock in our warehouse, but instead we get from a third party supplier. These items are not eligible for a refund or replacement unless they are damaged or defective. Special Order items are marked as such on Hydropacific.com.

Item/Shipment Damaged in Transit

It rarely happens, but once in awhile products are damaged during shipping. If you receive a package and you believe the item to have been damaged in transit to you, please refuse the package(s) with the driver, if possible, and clearly note any damage on the delivery receipt. If you are unable to refuse the damaged shipment(s), please notify Hydropacific.com by email or phone immediately.

Ground Packages

Ground packages must be opened within 72 hours of delivery to be inspected for any damage. Hydropacific.com must receive notice of the damage to report the claim and process a refund and/or replacement on your behalf. Refunds or replacements cannot be guaranteed if the item(s) were signed for as received in good condition or if we are not notified of damage incurred in transit within 72 hours.

Freight Shipments

Freight (palletized) shipments require someone to be at the delivery location to sign for and inspect the shipment. If you notice ANY visible damage (forklift holes, puncture marks in the boxes, large dents, smashed corners, holes in the packaging, etc., please refuse the shipment and note the damage on the delivery receipt. Do not sign for and accept the package. If the shipment was already accepted, please notify Hydropacific.com within 72 hours of delivery.

If you sign your name on the freight bill without noting any damages, then you are stating that you have received your order/shipment in acceptable condition. Once this has occurred, there is less possibility of filing a freight claim, and there will be no reimbursement of freight charges, order costs or any other charges incurred by you from Hydropacific.com.

Typically Hydropacific.com will request pictures of the outer packaging and the product itself (if possible) upon notification of the damage.

Unauthorized Returns

Order Cancellations

Most orders may be canceled any time before shipment. Some products are made to order and if cancellation occurs after production a cancellation fee may apply. Once the order has physically shipped, partially or complete, it is considered fulfilled and will require a return and will be subject to shipping and restocking fees if applicable.

To request cancellation of an order prior to shipment, please contact Customer Service via email or by phone as soon as possible. The order is not considered canceled until you have been notified verbally or via email that we were successful in stopping the shipment from leaving the warehouse.

**Special Order Items may not be canceled**

Contact Us

Still have questions? Give us a call!

We want you to be happy with your purchase from Hydropacific.com. Shop with confidence knowing that if something does go wrong, we will do our best to fix it. We stand behind what we sell and we hope to build trust with our customers to form long-term relationships.

If you aren’t entirely satisfied with your purchase, let us know! We’re here to help.

If you have any questions about a possible or current return please contact us at 707-467-0400 or by email at orders@hydropacific.com