Frequently Asked Questions
Where do you ship from?
Hydrava ships from multiple fulfillment centers located in the United States and Asia, depending on product availability and your location. This allows us to offer fast, reliable delivery to customers worldwide. All orders are carefully packaged and handled by our trusted logistics partners to ensure your water filtration system arrives in perfect condition.
How long does shipping take?
Standard shipping typically takes 7-14 business days for domestic US orders, while international orders generally arrive within 14-21 business days. Processing time is usually 1-2 business days before your order ships. During peak seasons or promotional events, processing may take slightly longer. You'll receive a tracking number via email as soon as your water filtration system is dispatched from our warehouse.
How do I track my order?
Once your order ships, you'll receive an email with a tracking number and a link to monitor your package in real-time. You can also track your order by logging into your Hydrava account, navigating to "Order History," and clicking on the specific order. Simply click the tracking link to see live updates on your water filtration system's location and estimated delivery date.
Can I cancel or change my order?
We can cancel or modify your order only if it hasn't been processed or shipped yet. Since most orders ship within 24-48 hours, please contact our customer support team immediately at support@hydrava.com if you need to make changes. Once your water filtration system is in transit, cancellations cannot be processed, but you may be able to refuse delivery and initiate a return.
What is your return/refund policy?
Hydrava offers a 30-day money-back guarantee on all water filtration systems. If you're not completely satisfied with your purchase, simply contact our support team within 30 days of delivery to initiate a return. Once we receive your item in original, unused condition with all packaging, we'll process a full refund within 5-7 business days. Return shipping is your responsibility unless the item arrived defective.
What if my item arrives damaged?
We want you to receive your water filtration system in perfect working condition. If your product arrives damaged, please contact us within 48 hours with photos of the damage and packaging. We'll arrange a free replacement or full refund at no cost to you. Do not discard the damaged item or packaging—keep them available for inspection by our team. We handle all return shipping costs for damaged items.
Do you offer exchanges?
Yes, Hydrava offers exchanges for our water filtration systems. If you'd like to exchange your item for a different model or size, contact our customer support team within 30 days of purchase. We'll provide you with a prepaid return shipping label, and once we receive your original item in resalable condition, we'll ship your replacement at no additional cost. Exchanges typically take 10-15 business days total.
Why is my tracking not updating?
Tracking updates can take 24-48 hours to appear in the system after your order ships. If your tracking hasn't updated within two days, the package may be in transit between facilities. International orders sometimes have longer gaps between updates, especially when crossing borders. If your tracking hasn't moved for more than 7 days, please contact support@hydrava.com and we'll investigate the status of your water filtration system shipment.
Do you ship internationally?
Yes, Hydrava ships water filtration systems to most countries worldwide. International shipping times range from 14-21 business days depending on your location. Please note that customers are responsible for any customs duties, taxes, or import fees that may apply in their country. Some regions may have restrictions on certain water filtration products, so we recommend confirming product eligibility during checkout or contacting our team before ordering.
How do I contact customer support?
Our dedicated customer support team is here to help with any questions about your water filtration system. You can reach us via email at support@hydrava.com, and we typically respond within 24 business hours. For faster assistance, visit our contact page at hydrava.com/contact to access our live chat feature during business hours (Monday-Friday, 9 AM - 5 PM EST). We're committed to resolving your concerns quickly and professionally.