Customer Service

Shipping & Delivery

Here at THS we know that when you place an order you need your order shipped as quickly as possible. Our experienced shipping team will normally get your order out the same or next business day. We’re actually quite proud of how fast our turnaround time is.

All items will be shipped discretely in plain packaging for privacy reasons. Even our shipping label reads “THS” to keep with our customer’s purchases private.

Most items will be shipped directly from our warehouse. Some special order items might be drop shipped directly from the manufacturer or distributor.

All orders will have a tracking # automatically emailed to them once the item ships. If the tracking # does not work, give it till the end of the day or the next day when FedEx or USPS scans it into their system.

If shipping to a different address other than the billing address, we may require that you email or fax in the back and front of the credit card being using along with your driver’s license.

All deliveries to PO BOX’s must be sent via The United States Postal Service.

Certain hazardous items such as PH Up/Down products, H2O2, etc. cannot be shipped via USPS and must be sent via ground service.

Oversized item’s maybe sometimes need their shipping charges refined. Some oversized items require freight shipping.

If an item is backordered, THS will attempt to contact the customer to see if they’d like their order shipped at one time or if they would rather have us ship the items that are in stock then send the backordered items once they arrive.

If an item arrives visibly damaged please contact The Hydro Source immediately. Claims are handled through the carrier and The Hydro Source will assist the customer with these claims to the best of its ability. Take pictures of the damage package to provide to the shipping carrier.

Typically any order over $100.00 will require a signature.

Privacy & Security

Discrete Shipping - All orders sent from TheHydroSource.com are sent discretely in plain unmarked boxes/packages. Return labels will have THS as a return shipping address. We understand what our customer’s needs are when dealing with privacy concerns.

Information Collection and Use - TheHydroSource.com is the sole owner of information collected on this site. We will not sell, share, or rent this information to any outside parties, except as outlined in this policy.

We collect information from our customers to process orders and better serve you with pertinent information, such as order confirmations and order status updates. Information collected includes your name, shipping address, billing address, telephone numbers, e-mail address, and payment information such as your credit card number. We also require you to submit a username and password of your choice for your future access to your account information.

To safeguard that your user name and password remain confidential, DO NOT share this information with anyone. If you elect to receive our newsletter or special promotions, your contact information will be used for the delivery of these items.

Security - TheHydroSource.com takes precautions to protect its customers' information. When you submit sensitive information via the website, your information is protected both online and offline.

When our registration/order form asks you to enter sensitive information (such as your credit card number), that information is encrypted and is protected with the best encryption software currently available in the industry - SSL.TheHydroSource.com uses the most advanced form of SSL software available: 128-bit encryption by Godaddy. To learn more about SSL, click here.

Access to all of our users' information is restricted. TheHydroSource.com operates in a secured and locked facility that requires all employees to check in. Security cameras are positioned throughout the building in conjunction with multiple alarm systems. Only employees who need the information to perform a specific job are granted access to personally identifiable information.

If you wish to have your financial information removed at the time of your order, you may opt to have your financial information deleted from our records upon completion of your order. Otherwise, you may contact us at Sales@TheHydroSource.com or call 626-915-3128 to request that your information be deleted from our database. For future transactions, you will be required to re-enter your information.

All TheHydroSource.com servers, including web servers and database servers, are housed and maintained in secure locations. Access to the database is strictly monitored and protected from outside access. Internet access is restricted and protected by liquidweb firewalls and password protection. The servers on which we store personally identifiable information are kept in a secured environment, inside a secured and locked room. All backups are stored and locked in a high-level security room. Only personnel with proper security clearance have access to these restricted areas. Tape backups are not permitted to leave the premises without prior authorization.

All employees are kept up-to-date on our security and privacy practices. Every quarter, in addition to any time a new policy is added, TheHydroSource.com employees are notified and/or reminded about the importance we of privacy and what they can do to ensure that customers' information remains protected at all times.

If you have any questions or concerns about TheHydroSource.com security practices, you can send us an email at sales@TheHydroSource.com.

Cookies - We customize certain Web page content based upon your browser type and other information provided by our cookie. If you choose to reject the cookie, you can still browse our store but will be unable to use the shopping cart to buy merchandise. The TheHydroSource.com shopping cart cannot function without cookies enabled so that the necessary information to process your order is retained. If you disable cookies, TheHydroSource.com will be unable to accept your online order.

We will not share any personally identifiable information provided by this cookie with any third party. We will, however, link data stored in cookies to the personally identifiable information you submitted while on our site. This allows us to personalize your shopping experience and discern user preferences to evoke subconscious feelings of familiarity and assurance.

  • Some of our business partners (e.g., advertisers) use cookies on our site. We have no access to or control over these cookies.
  • This privacy statement covers the use of cookies by TheHydroSource.com only and does not cover the use of cookies by any advertisers.

Log Files - We use IP addresses to analyze trends, administer the site, track user movement, and gather broad demographic information for aggregate use. We do not link IP addresses to personally identifiable information, and we do not distribute or share IP information with any third parties.

Links - This website contains links to other sites. Please be aware that TheHydroSource.com is not responsible for the privacy practices of such other sites. We encourage our users to be aware when they leave our site and to read the privacy statements of each and every website that collects personally identifiable information. This privacy statement applies only to information collected by this website.

Sharing - We may employ third party companies to perform functions on our behalf. These functions may include order fulfillment, package delivery, marketing assistance, postal and e-mail delivery, customer service, data analysis, and credit processing. The third parties we contract for these purposes have limited access to your personal information and may not use it for other purposes.

FedEx Corporation
942 South Shady Grove Road
Memphis, TN 38120
            1-800-GO-FEDEX      
www.fedex.com

UPS Corporate Headquarters
55 Glenlake Parkway, NE
Atlanta , GA 30328
United States
www.ups.com

US Postal Service Headquarters
475 L'Enfant Plaza, SW
Washington DC
            1-800-ASK-USPS      
www.usps.com

Returns & Replacements

THS offers a 30 day return policy on most items purchased through our website or retail store. All items must be accompanied by a receipt and original packaging. Items must be sealed and must not have been opened. Any item opened or used will not be eligible for return. All returned items will include a 15% restocking fee.

Orders purchased from the website cannot be returned to the store. All orders purchased from the website must be shipped back to our warehouse. Return shipping costs and arrangement will be the responsibility of the customer.

Special order items are non-refundable. Special order items include: trimmers, air conditioners, hydroponic systems, led fixtures, and CO2 tanks. Normally any item THS stock’s is not a special order item.

Large shipments that Fedex or USPS are unable to carry will be sent by freight instead. Because of the size of these items, we are unable to refund any shipping costs if they are returned back. It will be the customer’s responsibility for the shipment back to our warehouse. It is imperative that the customer understands this when considering a large shipment.

All liquid nutrients, additives, or pest control items are non-refundable. Items with a broken seal or have been altered in any way may not be eligible for return.

For defective items, you have until the 30 day return period to report to us at The Hydro Source for any complications. After the 30 day period, defective items will be needed to be reported to the manufacturer of the product. If an item is shipped to The Hydro Source and we determine it is not defective, you may be inclined to the shipping and handling fees to send the non-defective item back.

Broken bulbs and glass products are not available for return. If you feel the item may have been damaged during transit, please inform the delivery personnel that you are refusing package due to damage. We do not take any responsibility to items that are broken during delivery as it is the shipping company's responsibility. We encourage our customers to report damaged items as some shipping companies have a small time window to report any damaged goods.

All returns need to be accompanied by this RMA Form filled out. Please contact us first before returning any items.

Ordering
Most of the information collected in the registration process will be used to process orders. During the order process, you will have to provide financial information such as your credit card number, expiration date, and security code. This information is used for billing purposes and to fulfill your order. If we have trouble processing an order, we will use this contact information to get in touch with you. To properly process your credit card information, we must share your personal and financial information with the merchant bank for authorization and approval. This process is protected by an enhanced security system. See the Security section above for more details on security measures and procedures. We do not share your personal and financial information with any third parties, except those specified in the Sharing section of this policy.
Our website is now setup to take international orders. Please note, some items such as oversized or hazardous materials are restricted from international shipping.
We have been shipping internationally for many years now. For the most part, orders go through smoothly. Please keep in mind that USPS takes up to 45 days to deliver some items. USPS’ tracking system really isn’t as reliable as Fedex.
Due to most customers having to pay for duty/import taxes, The Hydro Source defaults shipping via USPS. USPS usually does not charge duty or import taxes but it is the customer’s responsibility to check with their local customs department before placing an order. It is the sole responsibility of the customer for any duty or taxes.
We accept paypal, western union, money gram, or wire transfer.
Payment, Pricing & Promotions

Special Offers - Our special offers are sent only to customers who grant TheHydroSource.com permission to send them such information.

To honor the privacy of our users, we offer the option to not receive these types of communications. At the time of your order, you may opt to not receive special offers and news by clicking the appropriate field. Furthermore, all special offers are sent via e-mail and include an opt-out link if you no longer wish to receive special offers and news. Customers might still receive intermittent updates on products, services, specials or TheHydroSource.com news. Please reference the Choice/Opt-out section below for further details on how to be removed from our mailing list should you choose to be removed.

Choice/Opt-out - For customers who wish to opt-out and stop receiving TheHydroSource.com special offers and related news, TheHydroSource.com provides several ways to do so. Users who no longer wish to receive our newsletter or promotional materials may opt-out of receiving these communications by un-checking the "Subscribe to Our Newsletter." field when processing their orders. They may visit here to be removed. Finally, they may use the link provided in all TheHydroSource.com communications to automatically unsubscribe.

Viewing Orders

Customers that choose to register for an account are able to view current and past orders.

Updating Account Information

Customers may change or review their stored account information such as street address or e-mail address through our website by visiting our Account section. You must have your username and password in order to access your account. In the event you forget both your username and password, please contact our customer service department for assistance.  

Testimonials & Reviews

Each product page on TheHydroSource.com offers a review section for customers to rate and share thier experiences. To be able to leave a review we requre the *Nickname, *Summary of Review and *Review fields to be filled out. Reviews may be moderated to ensure accuracy and helpfulness for future customers.

By posting your reviews(s) ("Product Reviews") or testimonial(s) on our website, you give us permission to reprint or use the testimonial in connection with our business. You also are agreeing to the following: (1) The reprint or use of the testimonial will be at our discretion and without compensation; (2) We may use the testimonial with or without any pseudo (pen) name credit; (3) Our right to use the testimonial is perpetual and may be assigned by us; (4) We may use the testimonial locally, nationally or globally and such use may be made in any media, information or communication platform (including Internet advertising) currently in use or later developed; and (5) You and not someone else composed and posted the testimonial.  

Other than your pseudo (pen) name, which we may or may not use, your personal contact information will not be disclosed in connection with our reprint or use of your Testimonial.

Notification of Changes

If we decide to change our Privacy Policy, we will post those changes to this privacy statement and other places we deem appropriate so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we disclose it. We reserve the right to modify this privacy statement at any time, so please review it frequently. If we make material changes to this policy, we will notify you here, by email, or by means of a notice on our homepage.

Last Update

Last updated January 9, 2013.