Customer Service Policy

1. Our Commitment

At Thehydrojugna, we are dedicated to delivering an outstanding customer experience. We understand that your satisfaction is crucial, and we strive to provide exceptional service at every stage of your interaction with our water – bottle products and our website.

2. Contacting Our Customer Service Team

  • Email: For general inquiries, order – related questions, or any concerns, you can reach out to our customer service team at [email protected]. We aim to respond to all emails within 24 hours on business days. Please include your order number (if applicable), a detailed description of your issue, and your contact information in your email.
  • Live Chat (If Available): On our website, you may find a live – chat feature during certain hours. This is a convenient way to get real – time assistance. Our live – chat representatives are trained to answer your questions promptly, whether it’s about product details, sizing, or order status.

3. Order – Related Support

  • Order Placement: If you encounter any difficulties while placing an order on Thehydrojugna, such as issues with the payment process or product selection, our customer service team is here to help. We can guide you through the steps, troubleshoot payment problems, and ensure that your order is placed correctly.
  • Order Tracking: Once your order has been placed, you can track its progress. If you have any questions about the shipping status, estimated delivery time, or if your order seems to be delayed, contact us. We will use our resources to check with the shipping carrier and provide you with the most accurate information. Since we offer a shipping service with an expected 1 – 3 – day processing time and 3 – 5 – day delivery time, we will help you understand any deviations from this schedule.
  • Order Modifications: If you need to modify your order (e.g., change the shipping address, add or remove items) before it has been shipped, please contact us as soon as possible. We will do our best to accommodate your request, but we cannot guarantee that all modifications will be possible depending on the stage of order processing.

4. Product – Related Support

  • Product Information: Have questions about our water bottles? Whether it’s about the materials used, capacity, or features, our customer service team can provide detailed information. We can help you choose the right water bottle based on your needs, such as for sports, daily use, or travel.
  • Product Defects: If you receive a defective water bottle, we take this very seriously. A defective product is defined as one with manufacturing flaws that affect its normal use, like leaks, cracks, or malfunctioning lids. Please contact us within 180 days of receiving the product. We will arrange for a replacement or a refund, depending on your preference.
  • Product Returns and Exchanges: We have a 180 days return and exchange policy. If you are not satisfied with your water – bottle purchase for any reason, our customer service team will guide you through the return or exchange process. We will provide you with instructions on how to proceed, including return shipping details. Please note that the product must be in its original condition, with all original packaging and tags.

5. Feedback and Suggestions

We value your feedback and suggestions. If you have any ideas on how we can improve our products, services, or website, please share them with us. Your input helps us enhance our offerings and provide a better experience for all our customers. You can send your feedback to [email protected] or use any feedback forms available on our website.

6. Customer Service Hours

Our customer service team is available Monday – Friday, 9:00 AM – 6:00 PM EST. However, you can still send us emails outside of these hours, and we will respond as soon as we are back in the office.

7. Changes to the Customer Service Policy

We may update this Customer Service Policy from time to time to improve our services and adapt to new circumstances. Any changes will be posted on our website. We encourage you to review this policy periodically to stay informed about our customer – service offerings.

If you have any questions or concerns regarding our Customer Service Policy, please contact us at [email protected].