Customer Service Policy for Hydro Flasky

At Hydro Flasky, we believe that exceptional customer service is at the heart of building lasting relationships with our customers. This Customer Service Policy outlines our commitment to supporting you throughout your journey with us, from pre-purchase inquiries to post-delivery assistance. We strive to ensure your experience with our brand is positive, transparent, and hassle-free.

1. Our Commitment

We are dedicated to providing prompt, helpful, and respectful service to all customers. Our team is trained to assist with a wide range of needs, and we aim to resolve issues efficiently while keeping you informed every step of the way. Your satisfaction is our priority, and we welcome feedback to continuously improve our service.

2. Scope of Service

Our customer service team is available to assist with:

  • Pre-purchase inquiries, including product details, sizing, materials, and sustainability practices.
  • Order-related questions, such as order status, tracking information, and shipping updates.
  • Issues with deliveries, including lost, damaged, or incorrect items.
  • Returns, refunds, and exchanges (in accordance with our Refund Policy and Terms of Purchase).
  • Account management, such as updating personal information or resetting passwords.
  • General feedback, suggestions, or concerns about our products or website.

3. Contact Channels

You can reach our customer service team through the following channel:

  • Email: Send your inquiries to [email protected]. This is our primary method of communication, allowing us to provide detailed, documented responses.

4. Response Times

We aim to respond to all inquiries as quickly as possible:

  • For general questions or pre-purchase inquiries: Expect a response within 24-48 business hours.
  • For urgent issues (e.g., lost packages, damaged items): We prioritize these and aim to respond within 12-24 business hours.
  • During peak periods (e.g., holidays, sales events), response times may be slightly extended, but we will make every effort to reply within 48 hours.

5. Issue Resolution Process

To ensure efficient resolution of your concerns, please follow these steps when contacting us:

  1. Include your order number (if applicable) to help us locate your information quickly.
  2. Provide a clear description of your issue, including relevant details (e.g., dates, product names, photos of damage).
  3. Allow our team time to investigate and respond. We may request additional information to resolve your issue effectively.

We will work with you to find a fair solution, which may include:

  • Providing clarification or guidance.
  • Arranging for a replacement, refund, or exchange (in line with our policies).
  • Escalating complex issues to a senior team member for further review.

6. Language Support

Our customer service is currently provided in English to ensure clear communication. We are working to expand support for additional languages in the future.

7. Feedback and Improvement

We value your feedback and use it to enhance our products and service. If you have suggestions or would like to share your experience, please include them in your email to [email protected]. We review all feedback regularly and take actionable steps to address areas for improvement.

8. Updates to This Policy

We may update this Customer Service Policy from time to time to reflect changes in our service offerings or processes. The most current version will always be posted on our website, with the “last updated” date revised accordingly. Your continued use of our services constitutes acceptance of the updated policy.

Thank you for choosing Hydro Flasky. We’re here to help—don’t hesitate to reach out!

Last updated: August 14, 2025